AMERICAN EXPRESS COMPANY

2019-09-05

Apex, NC

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

2019-09-05

Hillsdale, NJ

Fees or interest

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

Charged too much interest
Complaint: The facts are as follows ( 1. ) I opened a Blue Business Plus Credit Card ( Last 5 digits - XXXX ) in XX/XX/2019. I opened this credit card in order to take advantage of the introductory 0 % APR offer. ( 2. ) My first statement was XX/XX/2019 which required a minimum payment of {$42.00} by XX/XX/XXXX in order to keep my promotional rate. ( 3. ) My checking account was hacked while I was abroad for my birthday in XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX and therefore I was unable to make the payment. ( 4. ) I called American Express in XX/XX/XXXX to explain the situation and reinstate the introductory rate. The customer service representative was unable to refund the fee but confirmed that he was able to reinstate the rate. ( 5. ) Throughout the summer, I carried a balance on the card, assuming the 0 % interest rate was in effect. ( 6. ) On XX/XX/2019, I saw that I have been charged {$810.00} ( see attached ) in interest for the last 3 months and immediately called American Express. The agent told me that the promotional rate was never reinstated and therefore I was charged the interest. When I asked for the account credit for the mix-up which was the fault of Amex, I was denied because there was never a request put in to reinstate the promotional balance. This is a clear bait and switch. Its an unethical con where the firm tell 's consumers that a 0 % APR is in effect, and then charges them a predatory interest rate of 22 % because it increases the bottom line. The firm purposely tells its agents to mislead consumers so that it can profit off of them.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-05

Turners Sta, KY

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: Back in XXXX we purchased furniture from XXXX XXXX store. We purchased a dining table set, sofa set, and dresser. We paid for 5 year warranty and delivery charges for all furniture. The delivery charges we had to pay cash on delivery to driver. In couple days we received the dining set and sofas as we were aware we would be receiving the dresser following week. The day that we received the dining set and sofas, we had spent hours assembling the dining set as there was parts that didn't fit well ( uneven pieces ) so the basically chairs was useless to us. We called next day and rep named XXXX told me to bring those chairs in as they would try to fix those or look at it. We drove 27 miles with those chairs and waited long time for someone to assist us. The sad part was we had to carry our baby with those chairs as we carried everything to them. A rep looked tried to reassemble those parts but weren't able to as he did agree those parts weren't even in sizes. XXXX and XXXX was very disrespectful and informed us to swap it out with floor models or they can take out parts from the floor models and fit into " brand new '' ones. We had no choice but to wait and have them replace parts from floor models to " brand new '' chairs we purchased but however it was the same issue! The rep said the back rest is bad so we demanded XXXX and XXXX that we should get these replaced for brand new ones as they said they don't come separately and we are out of luck. They simply told us " they could't do anything. '' I told them I purchased the warranty so what's it good for? XXXX had informed me to use the warranty benefit when I have a broken couch so I am using full benefit as the warranty can only be used once. We were left hanging and went back with those unbalanced chairs ( that would rock around ). Following week, we received our dresser as I paid additional cash on delivery charge because it was delivered separately. As we took it out from the box, it was preassembled and two of the cabinets were not even and didn't even fit evenly inside!! so I called and they said they couldn't do anything! I then filed a complaint with BBB on XX/XX/XXXX, I received a reply as they wanted me to call the store and talk to the VP. I had called and visited them as I was refused to get service!! SO I decided to dispute the charge with American Express and informed them with every detail and information. The case was resolved and I got credited back. A month later I saw the charge back into my account as American Express informed me that " the Merchant '' XXXX XXXX stated I had warranty that I can use so American Express charged me. I informed American Express that I have attempted multiple times to get it resolved as I went to the store twice and made phone calls yet they were not helping me! I had the worst customer service experience with American Express as I was told from American Express if I had any " written document '' from XXXX XXXX that they are refusing my warranty. I was very disappointed that I am in this situation where on my side I have made attempts yet my own credit card company is telling me to justify this. Its like American Express wants me to lay down on my knees to XXXX XXXX. Why can't they understand that I have made several attempts but they are happy because they got paid and left me hanging. I then informed American Express to re-open the dispute as there has to be justice ( why should I pay them more than 2,000 dollars for broken furniture and I had warranty ) They re-opened the case and I came to find out American Express took their side because the letter I received said " The company '' XXXX XXXX had tried to contact me several times about this issue when this is NOT true!! they revered the table on me! So therefore, I clearly think my case was not properly investigated and studied. I want justice!!! I paid more than 2,000 dollars with American Express as AX is not helping me!
Company Response: Closed with explanation

Timely Response

2019-09-05

Oxford, 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: I applied for my first Platinum card with American Express because they were giving away XXXX bonus points if you spend XXXX in 3 months. I was approved for the American Express Platinum card on XX/XX/19. Since there have been complaints that American Express has been withholding these bonuses from customers, I checked with customer service to confirm I was eligible for the offer. I contacted customer service twice before receiving my card in the mail to verify my eligibility. Customer service informed me on both occasions that I was eligible for the sign-on bonus. They told me to call back once I activated my card and they could tell me the exact sign-on bonus. I called again after card activation. Customer service informed me that I was approved for the sign-on bonus and would receive XXXX points once I spent XXXX in 3 months. I should disregard any notices that stated that I wasn't eligible. A representative at American Express stated that the sign-on bonus promotion code was visible on my account. I began putting every single one of my purchases on my credit card to make sure I met the minimum spend to receive the sign-on bonus. After I reached the minimum spend, I called American Express back, and they told me I was not eligible for the bonus. I would not receive any bonus points. I escalated the case to the executive office on XX/XX/19 who stated they researched the matter, listened to all recordings. Even though multiple advisors told me I was eligible, I am not. They would not honor anything the multiple advisors told me, and I would not receive the XXXX points. As a consolation prize, they would give me XXXX of points instead. I also escalated this issue to the XXXX on XX/XX/19. I received notice from American Express stating that they would not honor what they promised me.
Company Response: Closed with explanation

Timely Response

2019-09-05

WA

Communication tactics

Debt collection: Credit card debt

Called before 8am or after 9pm
Complaint: I explained to American Express that my wife almost died several times over the last three years and has not been able to work. That caused a severe financial hardship with mounting medical bills. I tried to make arrangements to pay my all my bills but American Express was the only company that was not helpful at all. They stated to have multiple ways to resolve the matter but in the end only offered one solution that did not work for me. As of the past few weeks I've received at least 20+ calls and now my family who is in another state is being harrassed with the same calls.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-05

Brooklyn, 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
Complaint: I booked a flight with american express membership rewards and used points for payment. I was initially charged on XX/XX/2019 in the amount of {$1800.00} and then credited the same amount on the same day XX/XX/2019 when they deducted the points from my account ( which is normal ). I was then notified on XX/XX/2019 that american express cancelled my account. I did not receive any reason for the cancellation other then " we have cancelled the accounts referenced above because one or more of these accounts, or other accounts to which these accounts are linked, have been identified as not being used for the intended purpose. '' I tried to find out more information about this and was told I would receive a letter in the mail but I never did receive any such letter. On XX/XX/2019 ( after my account was already cancelled for a week ) I was charged in the amount of {$1800.00}. I contacted american express and was told that since the points I earned was done so " against their terms '' ( which I still don't know how ) they clawed back the points and charged me again. Note that when they cancelled my account they allowed me until end of day to transfer out all my remaining points to a frequent flyer account under my name. I disputed the charge on the basis that I already paid with points and this is a double charge. American express membership rewards contacted me and told me that they refunded the points to my account so therefore I was not charged twice. I tried explaining to them that A. I never authorized the refund and B. my account was already closed by american express so I don't have any access to the points that are " refunded ''. When i called american express I was told since the points were earned " against their terms '' ( again, still waiting on how ) they just took it backed and charged me. ( even if that were true then why did they allow me to transfer out my remaining points to a frequent flyer account of mine? ). I have been going back and forth with american express now for almost 6 months and they keep just transferring me from one department to another and saying its the " other '' department I have to speak to.
Company Response: Closed with explanation

Timely Response

2019-09-05

Jacksonville, FL

Incorrect information on your report

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

Account information incorrect
Complaint: Autopay was set up, the {$500.00} card is paid in full, not sure why late payments are showing on my account and it was closed. I would like these late payments to be removed from my report.
Company Response: Closed with explanation

Timely Response

2019-09-04

San Jose, CA

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

2019-09-04

Bronx, NY

Fees or interest

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

Unexpected increase in interest rate
Complaint: I received my American Express statement for the billing period due XX/XX/2019. The statement included a pending interest rate increase to my account. My current purchase rate is 8.74 %. The new rate effective XX/XX/XXXX, XXXX14.74 %. The reason for the increase according to American Express is my XXXX fico score of XXXX. I have exceptional credit and the pending rate increase is unwarranted. All accounts are paid in full each month, no outstanding loans, no negative activity /notations on credit file. My debt to credit ratio is 2 %, so how and why would I be charged 14.74 % interest on purchases. Yes, I reviewed my credit report and the term exceptional appears frequently. For those that say why would it matter if the accounts are paid in full each month, my response, I worked diligently to be a responsible consumer and paying an excessive interest rate does not reflect the exceptional credit rating I have maintained since establishing credit over twenty-five years ago. American Express does not have a legitimate reason for this excessive rate increase, but a business reason to charge an excessive rate, greed/profit. Please stop American Express from this illegal action. I have been reading other complaints of this nature and the settlement paid by American Express to consumers for illegal business practices, which they clearly are still at it. I had to review my credit file when I did not want to view it at this time, I want to be appropriately compensated for this inconvenience.
Company Response: Closed with explanation

Timely Response

2019-09-04

Arden, DE

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-09-04

East Rockaway, NY

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: Amex Gold card had a sign up bonus of XXXX membership rewards points after spending {$5000.00} in the first 3 months. Spend requirement was met but Amex did not issue the promised bonus. When contacted Amex lied and said the cardholder had already earned the bonus. When asked to give the date and last 4 digits of the card that earned the bonus for this cardholder, Amex could not. The supervisor also could not come up with a legitimate reason to not issue the bonus yet Amex still did not. Amex also did not state while the card was opened that the cardholder was not eligible for the bonus as they claim they do with others. Any excuse they give should state the date that policy was implemented. Stating something that is policy today but not policy when the card was opened is irrelevant. I hope Amex does the right thing but it seems like Amex has become really shady in issuing bonuses and anyone reading this should consider of card options before rolling the dice with Amex make it seem like they do not care about their customers or their reputation.
Company Response: Closed with explanation

Timely Response

2019-09-04

Las Vegas, NV

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 was notified when I called back on XX/XX/2019 that the case was closed and the issue was not resolved within the 10 business days as stated per the communication with the company and the information which was submitted and the cardholders terms and conditions of fraud. I am being held liable for the fraud. which the communication of the American Serve Card is Deceptive with marketing practices and state law in Nevada. After going through my statement this is why Ms. XXXX states the charges were more than the {$910.00} after locating the first date of the charges {$1400.00} correct amount and submitting the correct paper work the first time when asked by the dispute department declaration of fraud form on XX/XX/2019 - XX/XX/2019 with closed card account number XXXX. The company stated to reopen the claim and resend the information, I also asked was the delay or the claim closed because of the new card and was told no and the employee XXXX told me the general statement that the claim was denied and when I asked her to review the account information once more and preview the same claim information with the credits she said she could notice how the claim remained of the claims were denied when the start of the claims were approved without error no addition notes, accept the claim was valid for fraud for {$35.00} from the same merchant out of {$1400.00}. The company purposefully cherry picked the claims to approve even though I sent evidence showing these charges were not mine and I did not authorize the charges {$1300.00} remaining. XX/XX/2019 XXXX. The scam merchant sent me an email asking for a copy of my credit card. I did not send it. On XX/XX/2019 I notified American Express Serve customer service that I had received text message alerts totaling {$910.00} was made using the card at a XXXX XXXX XXXX XXXX with out my permission. I was told their was noting they could do, in my card holders agreement it states the card is protected from fraud. I have never made a claim because my card is normally secure. somehow my card was compromised and I was charged via an online portal. I contacted the merchant and no one responds. the merchant information is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX International phone number : XXXX XXXX I had the card blocked because the rep said I could not close the card to protect the remaining fund and direct deposit on the card. I notified the FTC and local police, the police department said if it did not happen in their jurisdiction there was nothing they could do because I did not have the proper information for the merchant because they are not located in the US. I did contact the FTC to and file a claim which is XXXX. I am also a vidicm of identity theft as well from XXXX and XXXX data breaches and some other company.
Company Response: Closed with explanation

Timely Response

2019-09-04

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with non-monetary relief

Timely Response

2019-09-04

Kansas City, KS

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

2019-09-04

Murray, UT

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: American Express received XXXX with police reports from the XXXX XXXX police department XXXX, XXXX including FTCID Theft reports XXXX, XXXX XXXX XXXX, I highlighted the fraudulent charges on the statements they sent me as instructed and mailed all these documents back to them. They have not follow the law by removing these fraudulent charges as according to the Truth in lending Act nor the Fair Credit Billing Act. Additionally, their law firm XXXX XXXX XXXX sent me a letter stating American Express is stating the my fraud claim is invalid which doesn't make any sense whatsoever. They have police reports, FTC ID affidavits and highlighted statements of the fraudulent charges and the merchants transactions. The names and identities of the people who committed these acts are not listed because that information isn't known as my credit cards were taken from my home and my identity was used in many activities without my permission. When I tried to file a police report when I first discovered what was going on my life was threatened repeatedly by several unknown individuals who later were able to break in my home any time at will they wanted and stole many items of my personal property which is on police report XXXX. American Express fails to handle this claim in good faith and keep giving me the run around including sending these debts to XXXX law firm.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-04

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: American Express canceled all of my credits cards and forfeited more than XXXX XXXX membership rewards points ( worth more than {$7000.00} ). I have discussed the issues with their credit department multiple times by phone and by mail, requested them to reinstate the cards with my willing to pay for the reinstatement fees, as well as requested them to reinstate the rewards points. But so far, they have refused to respond to my inquiries.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-04

Berkeley, CA

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
Company Response: Closed with explanation

Timely Response

2019-09-04

Norfolk, VA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-09-04

Lexington, KY

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: On or around XX/XX/XXXX, I planned to apply for the XXXX Gold card from American Express. I wanted to apply because of the advertised introductory offer. I am unsure of the details on that offer at this time because so much time has passed and the offer I was interested in has now expired. When filling out the pre-application information, I got a computer-generated message that said " Based on your history with American Express Welcome offers, introductory APR offers, or the number of cards you have opened or closed you are not eligible to receive this Welcome offer '' This was surprising to me because none of the reasons seemed to apply to me. I have never done a balance transfer, I have received one introductory offer and it was years ago with the XXXX American Express that started my business with American Express, I have never opened or closed an American Express account. When I tried to get the specific reason I was denied, no one could tell me the specific reason, only that it was one of the above mentioned reasons and that it was computer- generated and that no further information was available. I was told I could open a dispute to assist in resolving this issue and I did. I was also sent around to several departments including Customer Service, Marketing, Apply by Phone. On or around XX/XX/XXXX, I checked back in on the dispute and was told it could take 4-6 weeks but they had no further information. On XX/XX/XXXX, I began to check on my dispute and went to Americanexpress.com and initiated the chat feature. I believe my chat representative was XXXX. He/she informed me that my disputes had been resolved and I was still not eligible for the Welcome offer. I called and spoke to several people and got more frustration. It was suggested that I check for pre-approval and apply for the XXXX American Express Platinum card, which I did. The Apply-By-Phone representative told me that he got the message that I was not eligible for the Welcome offer. At this time, I asked to escalate the issue, I was transferred to a supervisor XXXX ( I believe this was his last name ). At this time, he told me what everyone else told me. He said that I was denied for one of the aforementioned ( but could not give any specifics XXXX reasons and that there is nothing else that can be done. My true frustration is that I think their IT decision-making algorithm is flawed and that I am being denied the Welcome offer due to erroneous information in some system and I want to know what information they are using to deny me the Welcome offer.
Company Response: Closed with explanation

Timely Response

2019-09-03

Glendale, CO

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: On XX/XX/2019, there was an unauthorized transaction on my Bluebird American Express card in the amount of {$2500.00}. Apparently I sent this money to another Bluebird user. My account shows a named individual with a XXXX account. I never authorized this transaction ; I do not know this named individual ; Ive never loan my card or card info to anybody ; and I did not make any transactions with the card on that day. I got my direct deposit on XX/XX/2019 and the next day is when this unauthorized transaction took place. I called Bluebird customer service and talked to someone in the fraud department. They took down my information and said that they were opening an investigation. They said that it can take up to ten days to investigate. I asked them when I can expect to get my money back, they said they did not know and they could NOT guarantee that I would be getting my money back. What??!! They have the email address and the Bluebird card information of the individual that hacked my account and sent my money to their XXXX account!! This is my rent money!! When I asked them for the investigative departments phone number, to follow up, they said they did not have that information ... doesnt make sense at all!!
Company Response: Closed with monetary relief

Timely Response

2019-09-03

Houston, TX

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Company Response: Closed with explanation

Timely Response

2019-09-03

Brooklyn, NY

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

2019-09-03

Key Biscayne, FL

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

2019-09-03

Athens, GA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Company Response: Closed with explanation

Timely Response

2019-09-03

DC

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: The company did not put the {$1000.00} credit card cap on the blue american express for the second card holder under my account. {$1000.00} is the cap that applies to my blue american express card at the time I applied for it and till the day it closed. Per the agreement with american express, this should have been the cap on the second card holder 's card as well. I did contact american express multiple times to ask them to enforce this cap. They did not and the second card holder was able to spend more than {$10000.00} on his card In addition, American express charged close to {$10000.00} in interest from the time the second card holder received his card to the day American express closed the account. I always pay my card in full so none of this interest is associated with my card. Now, American express wants me to pay the full amount plus interest for the second card holder 's card.This has affected my credit score since I did not anticipate this and I don't have the cash to pay it in full. Meanwhile, the interest fees keep piling up.
Company Response: Closed with explanation

Timely Response