AMERICAN EXPRESS COMPANY

2017-07-19

Flint, MI

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2017-07-19

Okc, OK

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with monetary relief

Timely Response

2017-07-19

Euclid, OH

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2017-07-19

Whittier, CA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2017-07-19

Lewisville, TX

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Complaint: I have had the American express blue card for over 8 months with a perfect pay history and an average fico score of XXXX for this period. My credit limit was initially {$10000.00}. approximately 2 days ago, X/XX/2017 I received and e-mail from American Express stating they have lowered my credit limit from {$10.00}, XXXX to {$1400.00}. I called to ask why considering my perfect pay history and never utilizing for than 9 % of my credit available and was told it had nothing to due with pay history or responsible use of the card but a automated financial review system decided that I should have XXXX credit line without any notice or contacting me in advance. this has caused my credit score to drop because my account utilization has gone from 9 % to over 80 % because of this decision without my knowledge.
Company Response: Closed with explanation

Timely Response

2017-07-19

San Diego, CA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2017-07-18

Greenville, NC

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Company Response: Closed with explanation

Timely Response

2017-07-18

Herndon, VA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2017-07-18

Chandler, AZ

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Complaint: Reference is made to my last complaint against Amex : XXXX . I understand that a resolution was made ; however, that resolution was made on the premise that Amex was accurate and truthful. They were not. In its response, dated XX/XX/XXXX , they advised that none of the payments referenced cleared the bank. That statement was untrue and they knew or should have known that it was untrue. Further, they advised that I had not proven up that I did not demonstrate that the money was in the bank. Again, their statement was false and they knew that. The referenced XXXX paymen ts cleared on XX/XX/XXXX . I took a snapshot out of my XXXX payment to prove up that fact. Additionally, another {$400.00} cleared XXXX on XX/XX/XXXX , and they should have known that. I believe that the bureau 's decisions are final. I think that is predicated on the truthfulness of the response. Amex was not truthful. They specifically stated that they were not reinstating for the reason that the subject payments did n't clear ( they misinformed the bureau ). Similar with the fact that XXXX bank did not err. I understand that the Bureau could rule in a fashion with which I might disagree ; however, Amex should not be allowed to make what appear to be, purposely, false statements and benefit from such untruths. Amex should be held to their own statements. In this case, it stated that the reason that they were not reinstating me was because the payments did n't clear, etc. Given the stated causal connection, and given that Amex misrepresented the facts, I think that they should be held to their own statements. Amex did reference that they called for me on XX/XX/XXXX . I do n't know whether or not that is a true statement ; however, I do know that I neither saw the call nor did I get a message. Perhaps they could have shown the interest to make, at least, a second call.
Company Response: Closed with non-monetary relief

Timely Response

2017-07-18

TX

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: During XXXX I was being treated by XXXX XXXX XXXX in XXXX TX., for what they termed as a XXXX XXXX XXXX but offered shots to return the majority of the XXXX XXXX XXXX XXXX XXXX . I agreed to the shots directly into my XXXX . The first shot proved to do nothing as did the second and third. I went to another XXXX XXXX but this time to a XXXX . He XXXX XXXX into my system and showed me on a computer screen the interior of my XXXX XXXX . He stated that they had diagnosed me incorrectly and further explained why the injections they gave me did not work. They were the wrong medication and should of never been injected into my XXXX . I contacted AMERICAN EXPRESS and explained the situation and they charged back the merchant. Soon after they AMERICAN EXPRESS put the charges back on my account. I then sent detailed correspondence to them and called and they removed again. Shortly thereafter they put the charges back on my account. This went on for six occurrences. I continued the process and the disputes and they AMERICAN EXPRESS began to ignore me. When I would call they would refer to my dispute calls to collection where i was harassed as to when I would pay my bill. Then the letters came telling me they were going to closed my account, write it off as bad debt and turn me over to collections. They would no longer have conversation with me. XX/XX/XXXX they did just that, they wrote it off and turned it over to XXXX XXXX who I wrote and explained the situation. AMERICAN EXPRESS then turned it over to another collection firm in XXXX , GA. Now they have some woman calling about 20 times a day from XXXX , a number in the greater XXXX area. AMERICAN EXPRESS needs to do the right thing and charge back XXXX XXXX XXXX permanently, credit my account and remove the damaging derogatory status from the XXXX ( XXXX ) credit bureaus. My dispute was of just cause and was and is not frivolous. Thank you for your time and your anticipated assistance.
Company Response: Closed with explanation

Timely Response

2017-07-18

Urb Jose Delgado, PR

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2017-07-18

Arlington, VA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Complaint: Sign up bonus terms were 50k XXXX points after spending $ 2k within 3 months for Preferred Rewards Gold card ending in -XXXX. Minimum spend was met back in XX/XX/XXXX ; have opened a case with XXXX but they keep blaming an " internal issue '' without further elaboration and keep telling me to wait/check back in a week. As a side note, I 've also not seen my {$200.00} statement credit post, but I have also not yet been assessed the {$190.00} annual fee, so as long as that does n't post I 'm not worried about the statement credit. If and when that becomes and issue, I will reach back out.
Company Response: Closed with explanation

Timely Response

2017-07-17

Chestnut Rdg, NY

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-07-17

Huntsville, AL

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: Hello, My name is XXXX XXXX and I applied for an American Express Gold Delta credit card on XXXX XXXX 2017. I signed up under a 40,000 welcome miles offer including a {$50.00} statement credit after on e Delta Purchase. The terms of the offer stipulated that I make {$1000.00} of purchases in the first 3 months to receive the 40k miles. I also needed to make a Delta purchase within the first 3 months of any amount to receive the {$50.00} statement credit. I applied for the card in XXXX knowing that in XXXX I wanted to take a trip to DC with my husband while he was there on a work trip. I met the minimum spend requirement on XX/XX/XXXX . This was well within the first three months of being approved of the card. The terms and conditions of the card and offer state that the bonus miles would be posted within 6-8 weeks. It is now XX/XX/XXXX more than 8 weeks after meeting the spend requirement. I have reached out to American Express numerous times with no concrete answers. I am told that there is a ticket that was opened XX/XX/XXXX in the back office for investigation ; however, I get no expected date of resolution and I get no recourse on how to book my trip. On top of that I also made a Delta purchase that posted on XX/XX/XXXX and I did not receive my {$50.00} statement credit. I really just want to get the miles and statement credit that were agreed to by both myself and American Express when I signed up for the card and American Express issued me the card. The customer service provided in the online chat feature and through the customer service number have provided no useful information on resolution steps or timeframe for resolution. Please help. <P/> V/r, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-17

Atlanta, GA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: Having met the promotional offer requirements, I am eligible for 30,000 Delta skymiles. American Express is contending that I am not eligible because I had a similar card in the past. Although I applied for the card under the promotional offer, Amex did not inform me at the time of approval that I would not be eligible for the promotional offer. Only after inquiry, Amex is now telling me that I had a similar card in the past.
Company Response: Closed with explanation

Timely Response

2017-07-17

Communication tactics

Debt collection: Credit card debt

Called before 8am or after 9pm
Complaint: American Express customer services phones almost always after XXXX . They most always never leave a message and when they have left one they ask me to phone them on a XXXX #. I live in a foreign country and can not phone XXXX XXXX # numbers. They have my address, they know where I live and that I live in XXXX XXXX as it is my address of record but yet they still phone me all hours of the night, disturbing my household and in violation of FDCPA. <P/> They have phoned 7 times since the XXXX of XXXX . FIVE of these times were in violation of Federal laws as they phoned after XXXX . Here are the the following dates and times : XXXX XXXX 2017 phoned at XXXX no message left XXXX XXXX 2017 phoned at XXXX XXXX left a voice mail ( violation ) XXXX XXXX 2017 phoned at XXXX . no message left ( violation ) XXXX XXXX 2017 phoned at XXXX XXXX . no message left ( violation ) XXXX XXXX 2017 phoned at XXXX XXXX . no message left ( violation ) XXXX XXXX 2017 phoned at XXXX . no message left ( violation ) XXXX XXXX 2017 phoned at XXXX no message left I kindly request that American Express be penalized for fragrantly violating the FDCPA.
Company Response: Closed with explanation

Timely Response

2017-07-17

Atlanta, GA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: Having met the promotional offer requirements, I am eligible for 30,000 Delta skymiles. American Express is contending that I am not eligible because I had a similar card in the past. Although I applied for the card under the promotional offer, Amex did not inform me at the time of approval that I would not be eligible for the promotional offer. Only after inquiry, Amex is now telling me that I had a similar card in the past.
Company Response: Closed with non-monetary relief

Timely Response

2017-07-17

Agana, GU

Wrong amount charged or received

Money transfer, virtual currency, or money service: International money transfer

Complaint: Declation of International human Rights Violation I have letter from XXXX XXXX senior vice president, Address to my old address. Like, I stated in my first complaint that American Express discriminated me because of my nationality and American Express knew I had money in the Bank. I had business from XXXX , XXXX , XXXX as XXXX XXXX . and now I received my latest information for my credit. 1. XXXX - XXXX FAIR 2. XXXX XXXX -GOOD 3. XXXX XXXX VERY GOOD When XXXX and XXXX made a major mistake intentionally. for put the wrong four digit number on my social security including my wife. both this companies above had copies of my social security. I also send them the discovered of violation of the loan agreement with the XXXX XXXX XXXX . XXXX I am requesting the CFPB the Director for emergency legal assistance to assist me to transfer my money in to the XXXX XXXX XXXX account. this is involved wrong doing with in t he Financial Entity an d American Express, including the XXXX Credit agency to covered up the illegal activity within their own office. I never reach XXXX score before and I now discovered, I had very good score, according to the score I had with XXXX . I fax few hours ago to have the Director of CFPB to help in this matter urgently please.
Company Response: Closed with explanation

Timely Response

2017-07-16

Soquel, CA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: I appreciate someone investigating and providing details last time around from Amex. Seems like they do have all the information that is required. Hope they do have information that are not necessarily only in company 's favor. Calls should have information required to prove calls & assurance from customer service team. <P/> Important point which was n't addressed in previous reply was if you 're not eligible, why they kept pushing for the offer, that too while booking on XXXX website too. It is unfair to have users read terms during the time of ticket booking! I would like complete facts to be investigated to confirm that mails were sent with Amex offers. When customer is not eligible, why send those ( I am sure if they can keep records for 4-6+ years, while marketing it is n't difficult to NOT target those customers ). Is n't this bad business practice? <P/> I ended up paying extra to use credit card for meeting the stringent $ XXXX requirement. Amex had opportunity to inform immediately after approval also to notify of non-eligibility or during the calls that followed ( once again I would like to point out that calls seem to have been recorded without consent, but hopefully that can be used to confirm assurance of the offer once I met $ XXXX k requirement ). You can also confirm that each time I was told " by mistake case has been closed, but will be taken care in a week or so ''. <P/> Finally after months I am being told wo n't get any miles or credit, 'I was given wrong information earlier and nothing can be done '. Underlying message was 'read terms & conditions ', all other assurances were just sales gimmick. This is beyond frustrating & bad business practice and need to be really resolved. Also need to stop them from doing this again to any other customers.
Company Response: Closed with explanation

Timely Response

2017-07-15

Arco, CA

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Account information incorrect
Complaint: On XX/XX/XXXX, I was first made aware that the XXXX XXXX XXXX XXXX ( XXXX XXXX ) charged XXXX separate penalty fees totalling approximately {$820.00} for previously cancelled reservations to my American Express ( AMEX ) account. I made the reservations with the XXXX XXXX via the AMEX Fine Hotels & Resorts ( web portal ) and the reservations were guaranteed with my AMEX card. I cancelled these reservations in XX/XX/XXXX, months before the scheduled dates of the stay, via the AMEX web portal. I received cancellation confirmations for each reservation from AMEX travel. I have uploaded copies of my cancellation confirmations with this correspondence. For reasons unknown, XXXX XXXX charged me non-cancellation penalty fees on XX/XX/XXXX and XX/XX/XXXX. I have been an AMEX customer for nearly 10 years, and It is my custom to pay my AMEX card to " {$0.00} '' each month before the end of the statement cycle. As such, each month AMEX reports my account to the credit bureaus with a XXXX balance. Due to the erroneous charges placed on my account by the XXXX XXXX, and accepted by AMEX, my account balance jumped from {$0.00} to over {$600.00} in a single credit reporting cycle. This had a catastrophic effect on my FICO score, I have included correspondence received from XXXX evidencing the damage that AMEX has done to my FICO score. My credit score was damaged due to the negligence or willful disregard of AMEX and/or XXXX XXXX. Moreover, this is the SECOND time this has happened. InXX/XX/XXXX, AMEX has accepted a penalty charge from the XXXX XXXX for a cancelled reservation and it took 5 months for AMEX to resolve the issue. There is clearly a systemic failure relating to AMEX, its web portal, or its relationship with XXXX XXXX, that is harming its customers. Between XX/XX/XXXX and the date of this complaint, I have contacted AMEX call times and talked to numerous AMEX representatives, each one attempting to shift the burden of resolving this issue to another person or another department. Finally, on XX/XX/XXXX 2017, I spoke to a customer service supervisor who identified himself as " XXXX. '' I was on the call for a total of 40 minutes, most of that time on hold, before I was able to speak to XXXX offered to credit {$450.00} to my account as redress for my damage and the tremendous inconvenience I have experienced. That amount would not even cover my annual fee. This is NOT a fair resolution for this completely avoidable, recurring error by AMEX.
Company Response: Closed with monetary relief

Timely Response

2017-07-15

Wonder Lake, IL

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Unexpected increase in interest rate
Complaint: I have an American Express open business card for more than 5 years. In XX/XX/XXXX last year I was notified from American Express by phone that I got 0 % promotion interest charge for one year. Since then I always made minimum payment every month on time. Today ( X/XX/2017 ) I logged into my account and I found there was {$240.00} interest charge on X/XX/2017. I paid my balance in full immediately and called American Express asking why there was an interest charge on my account. I was told the 0 % interest charge ended on X/XX/2017 and the charge is for 30 days balance. Since I signed up paperless statement I never get a notification about when the promotion period ends. It is unfair to charge me the interest rate without any notification.
Company Response: Closed with monetary relief

Timely Response

2017-07-15

Durham, NC

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: We signed up for a new credit card -- Gold Delta SkyMiles American Express card -- in early XXXX . There were no membership fees when we signed up. After a year of using the card, an annual membership fee was assessed for {$95.00} on XX/XX/XXXX . We decided that the card was not worth the cost, and according to the card agreement, we canceled the card within the grace period. <P/> On or before XX/XX/XXXX , I called AmEx to pay off the {$11.00} balance, get the membership fee removed ( this was well within the grace period given in the agreement ) and to close out the account. I had asked the credit card representative ( over the phone ) for the exact amount needed to close everything out completely. I payed that full amount. The payment for {$11.00} posted XX/XX/XXXX , but the membership fee reversal did not post until XX/XX/XXXX , even though I had called to reverse it and close the account no later than XX/XX/XXXX . On XX/XX/XXXX , AmEx assessed a late fee for the {$95.00} membership fee that should have been reversed when I called a week earlier. <P/> Since then, AmEx has been assessing late fees each month for the imaginary balance due to their own negligence. I and my husband have called many times to clear this up, but each time, the credit card representatives tell us they have no power to remove the spurious charges, even after the situation is made clear to them. Instead they try to bully us into just paying the late fees to take care of the situation. They offer no other alternatives and no way to contact someone at AmEx with the power to do anything other than take our money. <P/> Evidently, our credit scores are now being affected, which is completely unacceptable. We would like for AmEx to reverse all charges and clear up the credit reporting with each credit reporting service affected.
Company Response: Closed with monetary relief

Timely Response

2017-07-15

Agana, GU

Wrong amount charged or received

Money transfer, virtual currency, or money service: International money transfer

Complaint: I tried this already and never solved. American Express discriminated me when I tried to apply again my score was XXXX based on the letter American Express sent me Dated XXXX XXXX, 2017. I 'm asking the CFPB for urgent legal assistant because I just received today the new credit score on my file from XXXX as of today XXXX XXXX, 2017is XXXX fair. from XXXX XXXX is Good, from XXXX XXXX very good. this is the latest Score. Please help. I have proven score that, American Express should issue my credit card now as soon as possible.
Company Response: Closed with explanation

Timely Response

2017-07-15

South Florida, FL

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: XXXX XXXX alerted me that I have several inquiries on my credit report. Unauthorized inquiries. I never gave any consent to XXXX nor these companies below to open any accounts without my authorization. XXXX 1. American Express 2. XXXX 3. XXXX XXXX 4. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-15

Houston, TX

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: American Express is doing 'Bait & Switch ' : They send you a credit card promotional offer and then renege on the promotion. BACKGROUND : I was sent Amex Gold card offer by American Express for 50k points after {$2000.00} purchase within first 3 months of account opening ( RSVP Code XXXX ). In the past, I had Amex Gold card that I had closed more than a year ago ( last card closed on XXXX XXXX that is why American Express sent in XXXX XXXX a new offer ) American Express promotion letter and subsequent documentation did not say anything about having prior card. Attached is the documentation that American Express sent to me : 1. The promotion letter 2. The letter accompanying the card 3. The booklet showing the promotion. 4. Application screen ALLOWING me to apply. Nowhere did it state that I am not eligible, since I had the card more than a year ago. Nevertheless, out of abundance of caution, I checked with American Express customer service and was told that I was ELIGIBLE for the promotion since the account had been closed over a year ago. Based on that assurance, I got the card and fulfilled all the obligations of purchasing more than {$2000.00} within 3 months on XX/XX/XXXX American Express admits to mistake but will still not credit 50k points that I am entitled : XXXX XXXX from Amex Executive offices called on XX/XX/XXXX & agreed : - That Amex should not be sending invitations when they specifically know I have had the card before and am not eligible - She also agreed, that customer Service should not be giving me wrong information that I am eligible to apply for the promotion, when they know specifically from my RSVP code, that I have had card before.
Company Response: Closed with explanation

Timely Response