AMERICAN EXPRESS COMPANY

2017-07-01

Confusing or missing disclosures

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

Complaint: Petition Dear Lord, Please help us, with these people working in your office for their support especially, The CFPB to protect our personal information and please give the person the power and authority to release our personal financial statement and deposit our money in the XXXX XXXX XXXX XXXX XXXX XXXX account at XXXX XXXX XXXX or in my wife 's personal account at XXXX XXXX XXXX. <P/>Affidavit I am so worried and confusing about my personal documents, I sent to XXXX to solved my credit issue with American Express Bank in XXXX XXXX XXXX UT. My documents I sent, 1.the Loan application with XXXX XXXX XXXX here on Guam. including the violation discovered with four digit last digit of our social security number was incorrect in our loan application, Report number I received ( XXXX ) .I and my wife XXXX XXXX.2 . My Bank Statement with my account number.3 copy of my social security and copy of my passport. and my letter I request XXXX to contact American Express about this credit issue. when I received my latest up to date report number XXXX Dated XX/XX/XXXX XXXX report to the others XXXX, and XXXX the last four digit of my social security is incorrect. When I called the CFPB last Thursday night Guam time, I filed complaint because this is serious mistake. I reviewed my documents and the date the projected completion date XX/XX/XXXX. and I told the lady that we still in XXXX. after, I filed a new complaint, I wrote down the complaint number. then view minutes later, I called the American Express Bank, I only talked to automated phone, I enter my social security number, then follow the direction, and then I spoke to the customer representative, I gave him the Legacy reference number the CFPB sent me and the person told me, they do n't have that legacy number on their computer file. I gave him the name of the person sent me the letter the American Express Advocate Group name XXXX XXXX. he told me, he is going to transfer me. when he transfer me I expect to speak to the person sent me the letter but he send me to the person to open a new account. I told the person, I place a fraud alert, he then told me to called back two ours later, I told him ok, I will. after that I called the OCC to report that XXXX put the wrong for last digit of my social security on my latest report. The person I spoke to her name is XXXX according to what she told me. then few minutes later, I called XXXX about the mistake and the person transfer me to the consumer finance, I spoke to the person, told him the mistake, that XXXX sent me letter and put the wrong for digit of my social security number, he asked me, question about my social security number, date of birth, and I gave him the corrected social security number. I also told him about my wife 's social security number they XXXX might also include her in this situation. I also told him to inform XXXX, and XXXX about this matter. he asked me, my wife 's social security number two times, he told me to repeat one more time and told him. he also asked me my wife 's Residential Address. I told him, XXXX XXXX XXXX XXXX XXXX XXXX, Guam XXXX he then asked me if my wife lives here for the past two years. I told him yes. <P/>Thank you, Sincerely yours, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-01

WA

Incorrect information on your report

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

Account status incorrect
Complaint: In XX/XX/XXXX I settled a charge off with American Express. Amex agrees the account is settled and properly indicates the settlement in its report to XXXX. The account became delinquent in XX/XX/XXXX and XXXX correctly indicates the account will go positive in XX/XX/XXXX. <P/>However, AMEX has inaccurately reported a brand new derogatory payment history which begins in XX/XX/XXXX and results in re-aging my account. This results in a lower credit score. I have attached an excerpt from my XXXX consumer report dated XX/XX/XXXX. <P/>Re-aging of accounts is a violation of the FCRA and damages my credit. I have attempted to resolve this using the dispute process with XXXX. The result of the investigation was NO correction to this issue. Having exhausted the dispute process, I am hoping the CFPB can assist in resolution.
Company Response: Closed with explanation

Timely Response

2017-07-01

Clermont, FL

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
Complaint: American Express reduced my credit limit in half, now making the card over 90 % utilized. They claim this change took place due to an automated account review by their system, that there was no human review. Now in order to increase the credit limit to it 's original limit. I am forced to pay or send pay stubs within 30 days so that a 90 % utilization is n't reported to the credit bureaus. This is unethical and just poor customer service. If the CFPB can not help resolve this issue I will pay the card in full and close the account. I am a new customer and have only had the card 1 year, closing this account with this short history will not adversely effect my scores. I would also like to note that I have never been late or missed a payment, this is acknowledged by this credit issuer. I spoke with XXXX a supervisor and a Manager XXXX XXXX on X/X/2017. Who were both slightly rude and refused to restore the cards original limit. Amex says to pay or submit paystubs. This is a forceful bully tactic, I have other cards with now higher limits and better customer service. My income and employment status has NOT changed. I should n't have to jump through hoops to appease Amex because the demand it.
Company Response: Closed with explanation

Timely Response

2017-07-01

WA

Incorrect information on your report

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

Account status incorrect
Complaint: In XX/XX/XXXX I settled a charge off with American Express. Amex agrees the account is settled and properly indicates the settlement in its report to XX/XX/XXXX. The account became delinquent in XX/XX/XXXX and XX/XX/XXXX correctly indicates the account will go positive in XX/XX/XXXX. <P/>However, AMEX has inaccurately reported a brand new derogatory payment history which begins in XX/XX/XXXX and results in re-aging my account. This results in a lower credit score. I have attached an excerpt from my XX/XX/XXXX consumer report dated XX/XX/XXXX. <P/>Re-aging of accounts is a violation of the FCRA and damages my credit. I have attempted to resolve this using the dispute process with XX/XX/XXXX. The result of the investigation was NO correction to this issue. Having exhausted the dispute process, I am hoping the CFPB can assist in resolution.
Company Response: Closed with explanation

Timely Response

2017-07-01

Columbus, OH

Fees or interest

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

Problem with fees
Complaint: American Express annual fee which I have repeatedly requested a copy of the application which they state I signed indicating authority to charge an annual fee which I have not although for the past five years or more they continue to bill this fee each year indicating the same response that they will send my executed copy of the application-The latest charge was on XXXX XXXX 2017 in the amount of {$95.00} each year.
Company Response: Closed with explanation

Timely Response

2017-06-30

Kennewick, WA

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with explanation

Timely Response

2017-06-30

Brooklyn, 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

2017-06-30

Fresno, CA

Problem when making payments

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

Problem during payment process
Complaint: This is a new complaint to eliminate any confusion of it not being filed by the Primary Card Holder of this account. Card has two balances : Standard Purchase & Standard Cash. XX/XX/XXXX Paid {$600.00} online. XX/XX/XXXX On XX/XX/XXXX statement payment was not allocated per Card Member Agreement. XX/XX/XXXX Called Customer Care with my complaint and after many repeated explanations ( from three people ) of how payments were applied to the overall balance and no answers of how the payments were applied to the individual balances, was finally given a dispute reference number XXXX to have the reconciliation group look at the situation. XX/XX/XXXX Received letter ( dated XX/XX/XXXX ) with explanation outlining how payment was allocated with the statement that the New Balance " ... on the Standard Cash portion was {$360.00} ... .. ''. This was close to what I expected for a balance however ; the account only reflects a combined balance of what the letter stated so I expected the Standard Cash Balance to be corrected on the next statement. XX/XX/XXXX Paid {$200.00} online. XX/XX/XXXX The XX/XX/XXXX statement still did n't reflect the allocation described in the XX/XX/XXXX letter. Called Customer Care XXXX spoke with XXXX, XXXX XXXX XXXX. who finally told me the Standard Cash is not {$360.00} or {$410.00} ( XX/XX/XXXX statement ) but is {$560.00}. She started a case and have someone get back to me ASAP. XX/XX/XXXX Paid {$300.00} online. Called Customer Care for status on the Standard Cash Balance. XXXX said no case number was entered. There was a click code entered asking for Balance Recompilation. She says they sent a letter out on XX/XX/XXXX ( I havent received ). She then says they are still working on it as of today. She says the click code ( XXXX XXXX ) is the same as a case #. XXXX is making a Billing Inquiry Case XXXX XXXX. She says it will take a few days to hear anything and she took my phone number in case they need more info. XX/XX/XXXX Called XXXX, Customer Service for status on XXXX XXXX. He asked for particulars, so he can get it fixed. He has XX/XX/XXXX letter. Had him read the Standard Cash {$360.00} balance figure, then look @ XX/XX/XXXX ( XXXX ) & XX/XX/XXXX ( XXXX ) Standard Cash Balances.. After 15-20 he determined the current Standard Cash balance of {$560.00} is due to the current inquiry ( XXXX XXXX ). Tomorrow ( XX/XX/XXXX ) is the end of the Billing Cycle and the Standard Cash portion should be {$250.00}. Should be way less because of the {$300.00} payment made on XX/XX/XXXX. Received letter ( dated XX/XX/XXXX ) which closed XXXX XXXX and put the {$560.00} back on the Standard Cash Balance without explaining anything other than referring me to the Card Member Agreement. XX/XX/XXXX Paid {$150.00} online. Called Customer Care explained nothing had been resolved received dispute number XXXX XXXX Received a letter dated XX/XX/XXXX stating XXXX XXXX has been concluded and {$490.00} has been reapplied to our account. <P/>This has all transpired without any new purchases or cash advances in XX/XX/XXXX by us. The only transactions on our part have been to pay every month on time and more than the Minimum Payment.
Company Response: Closed with monetary relief

Timely Response

2017-06-30

Seneca, SC

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: While booking a delta flight on XX/XX/2017 I saw an American express ad that said that I would get a {$100.00} bill credit if I signed up for the delta amex card. I signed up for the card, was approved, and completed the transaction. However, I later found out that an unknown error resulted in my transaction not completing. <P/>After I logged into my new American Express account on X/XX/17 I noticed there were no charges so I called American Express. The Amex representative I spoke with wasnt able to answer why the transaction wasnt listed on my account. I then told the representative that I didnt want to make the purchase if I wasnt going to get the bill credit. The representative assured me there wasnt a problem, and that I would get the credit as soon as I made the purchase. <P/>I followed the representatives instructions, but after making the purchase I was deigned the credit. I was told this was due to my having a Delta American Express card several years earlier. Further, I was told this information was clearly given to me when I signed up which is not true ( I have screenshots of the whole process that shows irrefutable proof ). Despite what American Express says, I believe that I should still receive a credit for the following reasons : 1. I called Amex before making the actual purchase and explicitly asked the representative if there would be any problems regarding my getting the credit. The American Express representative assured me that I would get the credit as soon as I made the purchase. <P/>2. There is no clear indication that prior card membership excludes a person from receiving the credit, and it appears that American Express went through a lot of trouble to intentionally hide this information. ( I have unbelievable screenshots documenting this ) 3. Due to a XXXX XXXX I would have problems finding a single clause intentionally buried in a contract. The only way I could reasonably expect to find out about this information is to call, which I did. <P/><P/><P/>[ screenshot available upon request ] ( As you can barely see, there is LITERALLY a whole section of print that is hidden from the customer. You can barley see the tops of letters from a whole other section of completely hidden/unaccessible text. This information isnt available by scrolling or any other method that I could figure out. There is a star * after the first line item, but there is no legend or key that explains what this means. ) [ screenshot available upon request ] ( actual screenshot of failed ticket purchase on X/X/2017 - no indication about prior credit card restriction ) [ screenshot available upon request ] ( Screen shot of actual temporary card - still no indication of credit restriction )
Company Response: Closed with monetary relief

Timely Response

2017-06-30

Oconomowoc, WI

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2017-06-29

Bowie, MD

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2017-06-29

CA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I contacted american express after my yearly fees were due. Not needing the card any more i contacted them stating i wanted to cancel and that when they waved the yearly dues and sent a updated bill i would pay in full. I eventually got a call from a debt collector stating that i owed the amount ( including fees that i asked be removed ) and was now in collections. i called amex and they expressed that they were unable to help since it was in the collectors hands now and the collectors stated that they could not confirm the issues with amex. I paid the amount including fees in full just to be done with them but now my credit score has taken a huge hit.
Company Response: Closed with explanation

Timely Response

2017-06-29

Itasca, IL

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 referred a family member to AmEx but did not receive the referral bonus when that person opened a new American Express credit card account.
Company Response: Closed with explanation

Timely Response

2017-06-29

Sun City, AZ

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 non-monetary relief

Timely Response

2017-06-29

Wallington, 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: In XXXX 2017, I applied for an American Express Platinum card that was advertised as " spend {$4000.00} for first three months and pay an annual fee of {$450.00} and you will get XXXX points, plus other benefits '', I sent {$450.00} fee and spent more than {$4000.00} as stipulated, and now when I went to get my points, they flatly denied that they '' ever had such a promotion, even though it still all over the internet, they also claim that what 's on the web is not their promotion, but when you call one of those offering this promotion, you end up tight at American Express. This is clearly a deceptive and misleading practice by Amex, and I want either my XXXX points or return of my {$450.00} fee.I would not have paid a hefty annual fee for a card that I can without a fee. I also want my other points for the more than {$4000.00} that I put on this card, redeemed. This card is issued to me, it also mentioned my business, after denying that they ever had such a promotion, After denying that such a promotion ever existed, now they 're saying that this card is only for personal use and businesses are not eligible for it! even though there is no mention of such restriction anywhere!
Company Response: Closed with non-monetary relief

Timely Response

2017-06-29

Duncanville, TX

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2017-06-29

Itasca, IL

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 currently spread my spending between 2-3 premium credit cards from competing issuers. It 's no secret that American Express has the best premium card in the business but when I called to apply for the centurion card, I was told it was not possible. <P/> On an unrelated not, I applied and was approved for a business card recently but the person on the phone who verified my application and approved it said he did not see the promotional offer which had prompted me to apply in the first place.
Company Response: Closed with explanation

Timely Response

2017-06-29

Bath, SC

Other features, terms, or problems

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

Problem with balance transfer
Complaint: Back in XX/XX/XXXX I requested a {$2900.00} Balance Transfer be made to XXXX 's. <P/>I have been advised that this payment has been made to XXXX 's but they state that this payment has n't been made or at least not posted to my account ending in XXXX. <P/>I have requested on several occasions a copy of the payment so that I may forward this to XXXX 's to get this cleared up. <P/>It has been 4 almost 5 months and nothing but I am being charged this amount on my monthly statement as having been paid. <P/>I need to show proof to XXXX 's so they can get this payment posted and fees adjusted to my account.
Company Response: Closed with monetary relief

Timely Response

2017-06-29

Indianapolis, IN

Getting a credit card

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

Application denied
Complaint: XX/XX/17 - I applied for an American Express Blue Cash Everyday Card. <P/>XX/XX/17 - I received a denial letter from American Express Blue Cash Everyday Card. They stated American Express cancelled your previous account ( s ). <P/>XX/XX/17 - I informed American Express that I dont remember previously having an account with them and asked they send me a copy of the account ( s ) including : Name of account ( s ), Account numbers, Debt ( s ) and Dates on the account. <P/>XX/XX/17 - I received a second letter again stating American Express cancelled your previous account ( s ). <P/>XX/XX/17 - I again asked them to submit me proof that I ever had an American Express account by sending me : Name of the account ( s ), Account numbers, Debt ( s ) and Dates on the account. <P/>XX/XX/17 - Again they ignored my second request for proof from a previous American Express Account and stated they would request Experian to suppress the inquiry from my credit report.
Company Response: Closed with explanation

Timely Response

2017-06-28

FL

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: In XX/XX/XXXX I received via email from AMEX a promotional offer to upgrade my Gold Card to a Platinum Card. The deal was that if I spent {$5000.00} over the next 3 months I would receive XXXX reward points. I followed the link in said email, applied for the upgrade, was accepted and received my Platinum card sometime in XX/XX/XXXX. Despite having met the {$5000.00} commitment and then some I never received the point reward. I have contacted AMEX on at least 3 separate occasions. The inquiry is made by the representative I speak to and I am advised that I will receive notice of their decision via mail, email or a phonecall. Not once have I been contacted. Each time I have to call them again to find out what has happened with my complaint. Their response now for the 3rd time is that they did not solicit my business through an email ( according to their data ) and therefore I am not eligible for the reward. An Amex rep I spoke to in XX/XX/XXXX confirmed that there was indeed a promotion out there to Gold Card Holders about upgrading to the Platinum Card and she resubmitted my complaint as a result. Note : I would never have upgraded to the Platinum Card had it not been promoted to me. I have been a Gold card member since XX/XX/XXXX and had no need or desire to switch until this offer was received by me. I am about ready to cancel my card and never use Amex again.
Company Response: Closed with explanation

Timely Response

2017-06-28

Dalton, MN

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 received a letter from American Express Blue Sky award card on XXXX XXXX, 2017 saying my FICO score was low and I had serious delinquency on more than one account. There also was minimal activity on my account, which is true. I asked if I could reinstate the card and they took information from me and sent another denial letter. I called to redeem my points, and they asked me questions that were supposedly public record such as my drivers license, height, and the last card I had leased and they said I answered the questions incorrect and it locked up their system. They told me to call back at XXXX and they would assist me again and the system did it again. Now they want me to call back in 24 hours and they will try again. Not sure where they are pulling my information from public record, but I know exactly how tall I am and my drivers license number. I tried talking to someone in the fraud department and they just blew me off and said I had to solve this with the rewards department. What do I have to do to prove to them who I am?
Company Response: Closed with explanation

Timely Response

2017-06-28

Kansas City, MO

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

2017-06-28

Helena, MT

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2017-06-28

IL

Fees or interest

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

Problem with fees
Complaint: I was offered to open an account with American Express in XX/XX/XXXX. I do not remember if I agreed to their annual fee of {$95.00}. I moved in XX/XX/XXXX, and I had not received any documents from American Express. I did an address change with the USPS, and did not receive any documents at my new address until XX/XX/XXXX, where it said I owed {$95.00} that was assessed in XX/XX/XXXX for American Express credit card annual fee. I called them and explained what had occurred over the year, they did not change my address to the new address, we closed the account, and an investigation was opened as to the {$95.00} annual fee. I received a new bill from American Express for {$95.00} today. I called to discuss the fee and that I do not believe I need to pay the fee. They told me the investigation was closed and that I owe the fee. I asked if there is anything that can be done because I never activated the card, I never used the card. XXXX I never got the card. I asked for a manager, and the agent transferred me to the manager who said that he has discussed it with his team and there is nothing they will do. I do not believe I should be required to pay the fee. The bill is still going to my old address.
Company Response: Closed with monetary relief

Timely Response

2017-06-28

Ellenwood, GA

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Company Response: Closed with explanation

Timely Response