AMERICAN EXPRESS COMPANY

2017-07-14

Hicksville, NY

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

2017-07-14

Tarzana, CA

Problem when making payments

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

Problem during payment process
Complaint: American Express is processing a payment that I am asking them to stop. They have tried processing the payment once, and when that did not go through, I asked them to stop, take the money out of a different account. Now they have debited my account with full payment and are still trying to debit the other account that I have requested three times for them to stop. They have had opportunities before the payment was processed again to stop it. They will not contact ACH or compliance and simply state that they can not do it. The only way to stop it is if I put a stop payment from XXXX XXXX , which is not fair to charge me a stop payment fee when I am asking American Express to stop payment from that account. I am not the only person who has this problem with them, as stated by the call center supervisor, XXXX . Obviously, they are not protecting their consumers by not allowing payments that have not been processed to stop. Rather, now I may get charged a NSF fee as I have to wait for the payment to go through three times, when I asked for the payment to not go through after the first time.
Company Response: Closed with monetary relief

Timely Response

2017-07-14

Quartzsite, AZ

Incorrect information on your report

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

Account status incorrect
Complaint: On or about XXXX XXXX, 2017, American Express ( " AMEX/Furnisher of Credit '' ) prematurely, inaccurately, and unlawfully furnished negative information to consumer reporting agencies pertaining to my charge account. On or before XXXX XXXX, 2017, I ( " Consumer/Card member '' ) attempted to address the substantive legal issues raised, but AMEX failed to acknowledge and/or address my concerns. Under 15 U.S. Code 1681s2 et al., the Furnisher of Credit has a duty to acknowledge and respond to a dispute. To date, I have not received a response. <P/>The negative information furnished is premature because under 1681s2 et al., AMEX failed to issue notice prior to furnishing the negative information to the consumer reporting agencies. The negative information furnished is inaccurate because based on the agreement the account was in good standing. The negative information furnished is unlawfully because the notice required under 1681s2 et al., was not provided to the consumer prior to, or within 30 days after furnishing the negative information to the consumer reporting agencies. <P/>I suffer damages and costs including but not limited to : ( 1 ) adverse and/or negative recordation of inaccurate negative information furnished to the credit reporting agencies ; ( 2 ) diminished/lower credit scores ; ( 3 ) retaliatory APR increases ; ( 4 ) retaliatory lowering of credit lines/limits ; and ( 5 ) negative encroachment on my ability to borrow. I seek the immediate removal of any and all negative and/or adverse reporting of information to the credit reporting agencies concerning this account and/or reconciliation of any and all substantive issues raised. <P/> I declare this to be true and accurate, to the best of my knowledge, under the penalty of perjury.
Company Response: Closed with explanation

Timely Response

2017-07-14

Elmhurst, NY

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 non-monetary relief

Timely Response

2017-07-14

Jupiter, FL

Incorrect information on your report

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

Personal information incorrect
Complaint: some time on or about 2016 American express review my account base on the fact that the score had drop. this is American we do not base customer on a score factor. we as American base people paid performer. so American express drop my credit to XXXX unit I could proven that I could pay my bill on time. so to day we got our income tax retune for our income tax to be payXXXX so my husband just pay it. on a card with a credit line and not think I just used my credit line up and it going drop my score aboutXXXX point so my husband ask me to contact American express and request XXXX increase not think that the score would be low. but I knew that American have my liquid asset on file and my personal finance statement in my file base on a score from XXXX last year. I have never missed any payment any late payment on any of my account. and that we just went through this last year after a score review by American express and we has to fax over our finance record the ref :XXXX USD the agent that was process the request never look at record on file
Company Response: Closed with explanation

Timely Response

2017-07-14

San Gabriel, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I have an American Express XXXX XXXX credit card. I was told after spending XXXX in the first 3 months I would receive 100,000 points. I spent that in the first 3 weeks. I waited about 6 weeks and called to see why I have not received my points and I was told that I should have. Well guess after 3.5 months no points and 4 phone calls. One person started a dispute waited a week and then was told that was wrong so now I have filed a complaint. I was told it would be expedited. 12 days later I call and am being told I have to wait 3 more days. Everyone can see that they are supposed to give me 100,000 points but no one will do anything about. This is the worst customer service and I feel I was misled into using their product. I have put about XXXX on the card. I have other cards with them and have never been late. I just want my point and move on. I have spoken with XXXX and XXXX.
Company Response: Closed with explanation

Timely Response

2017-07-14

Charlotte, NC

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Closed with explanation

Timely Response

2017-07-14

Sayreville, NJ

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 noticed that I was not receiving the promotional terms that I expected. O n XXXX XXXX 2017 I asked why I did not see the expected XXXX points bonus on restaurant purchases applied to my spend to date. The research was concluded on XXXX XXXX 2017 with the conclusion that I am not eligible. This was communicated to me when I asked on XXXX /2017. Attached is the expected promotional terms around the time I applied. XXXX XXXX bonus points on restaurant spend XXXX points on all your qualifying purchases on your first $ XXXX for the first year plus on top of that a 30 % annual bonus 12 months 0 %
Company Response: Closed with explanation

Timely Response

2017-07-14

Carrigan, IL

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
Complaint: bought a laptop at XXXX for {$430.00} on XX/XX/XXXX . returned it on XX/XX/XXXX . a week later funds have not been returned to my account. was told can take two weeks to get my account credited. who is holding my money?
Company Response: Closed with explanation

Timely Response

2017-07-14

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: Fraudulent inquiries on my credit report that I 'm not aware of reported by creditor and the credit bureau. I sent a police report several times, along with other documents so that American Express XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-14

Houston, TX

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-07-14

Hamburg, MN

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: I joined a startup company in XX/XX/XXXX as an XXXX. In XX/XX/XXXX I was asked by the CFO and CEO to open a corporate credit card, I chose the American Express Small Business Card and opened in the Company 's name. In XX/XX/XXXX, the company ran out of money and ceased making payments on the credit card. In XX/XX/XXXX I received a call from American Express regarding the outstanding balance of {$160000.00}, which I was aware of. However, on that phone call they informed me that I was personally liable for the entire amount. <P/>Again, I was not an officer of the company, but was just an XXXX that was asked to open a corporate credit card, which I did. I had no idea that I was personally guaranteeing the company 's credit card and that it would affect my personal credit and also potentially force me to cover the entire amount.
Company Response: Closed with explanation

Timely Response

2017-07-14

MA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Company Response: Closed with non-monetary relief

Timely Response

2017-07-13

NY

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
Complaint: I used the Amex Serve prepaid debit card ending in XXXX to bill pay a credit card online for which Amex Serve sends out a physical check against the funds on the account to be delivered to a merchant. ( In this case, a credit card at XXXX ending in XXXX for {$940.00} on XXXX ) After a period of no activity on the XXXX account, I called Amex Serve on XX/XX/XXXX ( they said the check is usually delivered in 2-4 business days ) to notify them of non payment to XXXX and asked to dispute the charge. I was charged the {$940.00} on the Amex serve card but never received the bill pay credit on my XXXX card. <P/>After a long wait, Amex Serve came back and said that the check was delivered and cashed by XXXX and that the dispute was closed. I then called Amex Serve again to notify them that I never received the bill pay credit with XXXX. After receiving no help from a CSR, I spoke to a manager who seemed to understand the problem. <P/>She took extensive notes detailing what happened and said that the dispute would be opened again and that the Amex Serve dispute team may possibly contact me in 2-4 business days asking for proof from XXXX of non-payment ( screenshot of the XXXX card account showing no credit given ). This was on XX/XX/XXXX. <P/>I received a notice from Amex Serve on XX/XX/XXXX directing me to look at a secure message. I could not open it and got this error message when opening the link : Bad Message XXXXreason : Request Entity Too Large. I called into Serve and was again told by a CSR that the dispute was closed as they had proof the check was delivered and it was cashed by the merchant. <P/>Once again, I explained that XXXX never credited me for the payment and that this was my third call and dispute. I spoke to a manager again who said he 'd open the dispute again and gave me the same speel about being contacted in 2-4 business days for possible proof of non-credit by XXXX. <P/>It seems like Amex Serve 's dispute process is hung up on whether the check was delivered to the bill pay recipient and/or cashed. Whether the customer actually had the bill pay credited, they do not seem to care. They as the payments company have the power and responsibility to talk to the merchant to verify bill pay credit and whether it was paid properly. They seem to be unable to resolve this case and I would greatly appreciate the CFPB 's help in getting proper credit on the XXXX credit card I used Amex Serve to bill pay.
Company Response: Closed with explanation

Timely Response

2017-07-13

E Massapequa, NY

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
Company Response: Closed with explanation

Timely Response

2017-07-13

Tarzana, CA

Problem with a purchase or transfer

Credit card or prepaid card: Gift card

Charged for a purchase or transfer you did not make with the card
Complaint: On XXXX XXXX , 2017 I received a {$250.00} American Express gift card that I won on a raffle. I decided that I would hold on to it until I went on vacation in XXXX XXXX in XXXX . On XXXX XXXX , 2017 I decided to open the sealed cardboard enclosure that contain the gift card and checked the balance. I used the website ( americanexpress.com/mygiftcard ) and found th at someone brought something from a XXXX XXXX in XXXX , CA for the amount of {$230.00} on XXXX XXXX , 2017 . I then contacted American Express Gift Card department at XXXX and informed the person that there was a fraud purchase using the gift card. She confirmed that there was a purchase and then took down my contact information and told me that someone would contact me in regards to this. I have not heard from American Express regarding this matter.
Company Response: Closed with monetary relief

Timely Response

2017-07-13

Santa Monica, CA

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

2017-07-12

Grosse Ile, MI

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: Saturday,XX/XX/XXXX I called American Express Bluebird regarding fraudulent charges on my pre-paid card. The representative entered a dispute for the following charges : Transaction XXXX Amount {$8.00} TransactionDateXX/XX/XXXX Transaction atXXXX/BILL XXXX/BILL Amount {$36.00} TransactionDateXX/XX/XXXX Transaction atXXXX XXXX PMTS Amount {$21.00} TransactionDateXX/XX/XXXX Disputed Transaction Details : Transaction atXXXX*XXXX Amount {$15.00} TransactionDateXX/XX/XXXXDisputed Transaction Details : Transaction atXXXX*XXXX Amount {$24.00} TransactionDateXX/XX/XXXX There were other disputes however, the representative stated I would receive dispute forms to complete via the email address on file with American Express Bluebird and I would need to list all disputed charges and either fax or mail the forms back to American Express Bluebird for processing . <P/> The compromised card was cancelled and a replacement was issued- I expressed concern about my payroll direct deposit but, was reassured the payment would go onto the new card with no problems so, there was no need in changing anything with my employer. <P/> I have never received any dispute forms but, on Wednesday, XX/XX/XXXX, I did receive an email from American Expreas stating my disputes had been denied. Later, the same day, I received another email stating my account had been suspended. I am now unable to access the account online to view transactions or statements. <P/> I called American Express and was informed my disputes were denied because they determined the charges were valid and because of that my account was suspended. She also stated my direct deposit would be rejected and sent back to my employer because of the suspension. She denied my request for access to my transaction history as well.
Company Response: Closed with explanation

Timely Response

2017-07-12

Bayamon, PR

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2017-07-12

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
Company Response: Closed with explanation

Timely Response

2017-07-12

Atlanta, GA

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: American Express opened 2 credit cards in my name fraudulently and they refuse to honor my statement that these were fraudulent accounts and they state there reason is because I made payment on the accounts, however I never made payments on these accounts, whoever opened the accounts must have made payments on the accounts, because it sure was not me. I have never paid on these accounts. I have also had fraudulent bank accounts opened in my name as well. They continue to attempt to collect a debt that I have made them aware of did not belong to me. I have contacted them and made them aware that this debt was as the result of identity theft, and they have refused to stop trying to collect the debt and continue to report this fraudulent account against my name and social security number. They have further more been provided a copy of my police report, identity theft affidavit and they continue to ignore the fact that this account does not belong to me. When I have attempted to speak to this company they have been very disrespectful to me and have tried to force me to pay a debt that does not belong to me. I feel that this company is trying to extort money from me over a fraudulent debt. My personal information was compromised in 2010 and every since then I have had people open all sorts of accounts in my name using my correct personal information that was obtained from the identity theft. This debt that they are trying to collect from me is absolutely not mine and they have defamed my character by listing and continuing to list this fraudulent information against me. A part of defaming my character they are also continuing to violate the FCRA Section 605B by refusing to remove this information they know to be fraudulent from my credit reports. <P/>Account Number XXXX Account XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-12

San Gabriel, CA

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
Complaint: My name : XXXX XXXX I have credit card with American Express ( AE ). card # XXXX My dispute with AE was charged to my card for {$12000.00} without my authorization by XXXX XXXX XXXX. <P/>I was use XXXX for different job, it was paid with AE card. I use them for other job for repair the roof, this time the job was not complete, and repaired was not according what we specify, after repaired the roof still leaking, we call them many time to fix the job correctly, XXXX never come back to do the job.. XXXX using my pervious card information to charge my account, I did not know until I received my statement. <P/>My reasons for dispute 1. Charge to my card without my knowledge should consider as stolen. 2. I am not satisfied with job ; I should get my money back. This American Express card has advertising all the time. I do not understand why AE need to investigate?
Company Response: Closed with explanation

Timely Response

2017-07-12

Foothill Ranch, CA

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
Complaint: On XX/XX/XXXX I was charged twice the amount of {$28.00} for XXXX XXXX XXXX ( XXXX ) transactions processed by my American Express Card ( AX ). <P/>I never purchased XXXX for this AX which I recieved for in XX/XX/XXXX. I only had XXXX for XXXX of my old american express cards which were both cancelled subsequently. <P/>When I called XXXX, I was told that their insurance services automatically gets transferred to any and future american express card. I asked them for cancellation and reversal of at least their recent charges on an airline ticket which has not been used yet, and they offered a partial refund of {$10.00} for a service which was not requested and not used!!! <P/>I believe this is a form of fraud because every service offered with a specific card must stay with that card and not get transferred automatically to future cards without a reminder or notice sent to the customer. <P/>I never received any written notice or phone calls regarding the automatic transfer of the XXXX to my new AX card. <P/>While they treat every new card as a new credit card and scrutinize the customer and his/her credit history, when it comes to their " unrequested '' services, its automatically transferred WITHOUT any reminder or notice to the consumer. <P/>Thank you
Company Response: Closed with explanation

Timely Response

2017-07-12

Cucamonga, CA

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2017-07-11

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: I have had an american express credit card for 2 years. I have the green card. The card is advertised as 'no limit ' bu then later they claimed it based on your average balance. My card was up to approximately $ 6K average balance. American express then took the card and changed it to a set limit each month which is about {$2300.00} I believe ( I am not even sure since the card was not advertised this way and I never received a new account number or card ). The limit is based on if the credit analyst decide to open up the limit which is false advertisement. It should be based on the TERMS. If American Express is going to change this to a preset limit then they should OFFER to change the card or go back to my average spending balance. I am appalled they have been paid each month and decide to change terms as they decide versus sticking to their offer. For a while, I just stopped using the card altogether.
Company Response: Closed with explanation

Timely Response