AMERICAN EXPRESS COMPANY

2017-06-15

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: On or about XXXX XXXX XXXX , I created a complaint # XXXX against AMERICAN EXPRESS GOLD DELTA SKYMILES. It was a clear case of UDAAP. This complaint is once again against AMERICAN EXPRESS GOLD DELTA SKYMILES for the same account ending in XXXX . Now i have the eligible transaction at XXXX of {$25.00} few days back. But AMERICAN EXPRESS GOLD DELTA SKYMILES is stating that they could n't find out any promotion on my account to award me {$100.00}. Moreover when i chatted with them - they are stating 6-8 weeks for investigation alone and that too they wo n't notify me regarding the result of investigation. This is ridiculous. Amex is finding way to deceive customers and take away the award money. Attaching chat with customer service and the recent activity from that card.
Company Response: Closed with monetary relief

Timely Response

2017-06-15

San Diego, CA

Getting a credit card

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

Application denied
Complaint: I applied fo r the American Express Blue Cash Everyday credit card. After 60 seconds my application was denied. I called into American Express for a reconsideration. After an additional 3 days of review my credit application was denied again. The reason for being denied was bankruptcy. On the rejection letter they cited XXXX as their credit information source for their decision. I logged onto my XXXX account that I use for continuous credit monitoring and looked on each line item on the report and looked on the public records tab and there is not a bankruptcy listed anywhere on my credit report ; therefore, I want to know how American Express is citing " bankruptcy '' as their reason for denial. I have excellent payment history and I have a good credit score.
Company Response: Closed with explanation

Timely Response

2017-06-15

Houston, TX

Other features, terms, or problems

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

Other problem
Company Response: Closed with non-monetary relief

Timely Response

2017-06-14

WI

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 was sent an of fer by American Express for a Delta Skymiles Gold Card i n XXXX 2017 . I have had this card before but had cancelled due to high annual fee. I applied on-line and was approved immediately. My card came in the mail within a week. This offer included first year free plus XXXX miles after reaching spend amount of {$3000.00} in first 3 months. After I reached the spend level, I called to find out when my miles would be credited. I actually called twice because they were n't showing up. I was finally told I needed to wait 90 days. I continued to use the card and have spent close to {$8000.00} since enrolling. The 90 days came and went but still no miles. I called the company again but this time was told since I had the card before I was n't eligible for the bonus miles. They informed me that this was disclosed in the terms and conditions. I did not see that when I went thru the application process and informed them that regardless why had n't I been told this earlier by anyone I talked to. They informed me that the agents probably did n't look into that level of detail on your account. I feel like this was misrepresentation and deceptive advertising. I would not have applied for the card or minimally would have stopped usage had any of the agents informed me about this. I feel they let me continue to spend and only informed me when I pressed about the miles.
Company Response: Closed with explanation

Timely Response

2017-06-14

65th Infantry, PR

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Company Response: Closed with explanation

Timely Response

2017-06-14

Rncho Domingz, 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 opened the XXXX XXXX XXXX card in XXXX 2017 . It came with a XXXX XXXX points bonus for spending {$4000.00} in the first 3 months. I fulfilled this requirement in the first 30 days. The bonus points posted to a different XXXX account which was no t mine. American Express ign ored the XXXX account specified on my application and substituted it with a different number. I have contacte d American Express by phone and spent cumulatively hours dealing with this, each time they assure me the problem will be corrected over the next business day or two a nd it never gets fixed.
Company Response: Closed with monetary relief

Timely Response

2017-06-14

Southern Pnes, NC

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: XXXX XXXX ,2017 I went to ATM to take {$200.00} off my acct. Transactio n declined but American Express still debited my acct for XXXX and ATM fees. I called them they told me I must dispute it. My AE bank acct was finally credit back my funds of {$200.00} almost 3 months later on XXXX XXXX ,2017. XXXX XXXX ,2017 I seen XXXX unauthorized transactions on my account from a company that wrote my card info down for XXXX and XXXX I calle d American Express Ser ve and told them they were unauthorized why these charges we 're still pending they told me a stop payment could n't be done and I had to let the thief 's take my money and to do a dispute once the transactions we 're completed. XXXX XXXX ,2017 I filed a dispute for both the unauthorized transactions XXXX and XXXX and was told it could be up to 45 days before my money was credited back to my acct. My card was canceled and a new one was supposed to be sent out so this could never happen again. XXXX XXXX ,2017 American Express credited my account for XXXX & XXXX XXXX XXXX ,2017 Before I even had the chance to remove my money from my acct American Express let th e same thief 's that stole from me before clear my account again. I called them right away as the unauthorized transaction of over XXXX is still pending asked them how this was possible if they canceled my card and they told me my card was never canceled and I had to wait for the unauthorized transactions to go all the way through and reopen another dispute. American express let the same thief 's that I just had a open dispute with clear my account again. So now I have to wait up to 45 days again for my money to be credited back to my acct and that 's if they give it back. Because of this my lights we 're turned off & me and my XXXX kids were evicted from our home. They have no sympathy for there mistakes nor do they care anything about there customers.
Company Response: Closed with explanation

Timely Response

2017-06-14

Saint Louis, MO

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with non-monetary relief

Timely Response

2017-06-13

Alexandria, VA

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 explanation

Timely Response

2017-06-13

Cooper City, FL

Getting a credit card

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

Delay in processing application
Company Response: Closed with explanation

Timely Response

2017-06-13

Galena, OH

Fees or interest

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

Problem with fees
Complaint: On a statement, American Express set my Due Date as XX/XX/XXXX ( Sunday ), From my bank, I initiated Electronic payment on XX/XX/XXXX ( Thursday ), My Bank processed Electronic Payment on XX/XX/XXXX ( Friday ) Bank confirmed in a statement that Electronic Payment has sent on XX/XX/XXXX ( Friday ) American Express is saying they are receiving and processing payment everyday from other financial institutes, but still on my statement, they posted payment on XX/XX/XXXX Tuesday. <P/> My Bank is saying they did their job on XX/XX/XXXX Electronically, and Amex is saying, they are receiving and processing payment everyday, then why American Express purposely putting Payment due date as XX/XX/XXXX . <P/> American Express has charged me {$38.00} Late Fee and {$130.00} Interest, which both they refused to remove. <P/> Its appears that, with Dodd-Frank regulation, Financial Institutions are committed to avoid Traps, which harms consumers and should be avoiding those traps, to make money. <P/> While American Express knows that, XX/XX/XXXX was Sunday and XX/XX/XXXX was XXXX XXXX public holiday and most of Financial Institutions in USA do not execute internal transactions on Sunday with each other, American Express is benefiting and making money by setting up this type of traps which negatively impacts consumers. So whomever customer do not raise their voice, would end-up paying Fees and Interest without their wrong doing..
Company Response: Closed with explanation

Timely Response

2017-06-13

CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Complaint: I purchased a camp stove at XXXX on XXXX / XXXX / 2017 . It was n't working correctly so I returned it on XXXX / XXXX / 2017 . I should have received my refund on XXXX / XXXX / 2017 . It showed on my account as expected on XXXX / XXXX / 2017 but then was immediately suspended under some type of internal review. ( see attached image ). I calle d AMEX Bluebird to inquire about the hold and was told it may take up to 7 days to release. This is due to an internal fraud protection that has to do with an issue between AMEX and the merchant and not the consumer. I expected access to my funds without delay. Their actions have caused me to be unable to purchase food.
Company Response: Closed with explanation

Timely Response

2017-06-13

Bay Hills, NY

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2017-06-12

Carrollton, LA

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 am disputing the accounts w ith AMERICAN EXPRESS XXXX AND XXXX I have reported the account with fraudulent activities I requested your company to review the account balance at XXXX & XXXX I never used that amount of my credit LIMIT someone got my credit card information and used my credit limit to the point where I had to close the account I should not be responsible for the charges from the months of XXXX 2007 and XXXX /2007. I have provide your company with the FTC AND POLICE REPORT ABOUT THE ACCOUNTS LISTED
Company Response: Closed with explanation

Timely Response

2017-06-12

Arco, CA

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

2017-06-12

Piedmont, WY

Struggling to pay your bill

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

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2017-06-12

Fees or interest

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

Charged too much interest
Complaint: I was charged interest by AmEx on my purchases even though my balance was paid in full. They claim it was a technical error and happened to other customers as well. They say the charges will be reversed, however I have an automatic withdrawal from another account to pay this bill, which means they received payment for the bogus charge. How many other customers did they do that to? How much money do they make by keeping this money for a month before returning it? It was only XXXX cents for me, but if they do that to a million customers, that 's a nice monthly profit of {$30000.00}. The charge was on XXXX XXXX , XXXX , and I will apparently receive a reversal on XXXX XXXX , XXXX .
Company Response: Closed with explanation

Timely Response

2017-06-12

Lexington, NC

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 applie d for American Express Delta Gold Rewards Card. I was told I would get XXXX miles if I charged {$1000.00} in 3 months. I was approved. I went on the American Express websi te to get more information about the company and my particular credit card I was receiving. On the website the promotion is for XXXX bonus miles to anyone that is approved and spends {$1000.00} in 4 months. On XXXX I called to complain about how unfair this was and the rep told me that unfortunately that is what I signed up for. I went on Twitter and the rep XXXX stated " We have no recourse in this matter. '' I called again that day and spoke to " XXXX '' who seemed sympathetic to my situation. He said he would submit the request for the correction for the better deal. I have not heard anything since.
Company Response: Closed with explanation

Timely Response

2017-06-12

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: De ar Sir/Madam, I have been an Amex custo mer since XXXX , both for my personal and corporate cards. <P/> On XXXX XXXX , my company ( XXXX XXXX XXXX ) posted a flyer from Amex mentioning that since I was a U.S. Co rporate Card Member I was eligible for a promotion for a personal Premier Rewards Gold Card. According to the promotion I was eligible f or ( quo tation ) : {$200.00} statement credit each of your first XXXX years, a {$400.00} value XXXX bonus point after you spend {$2000.00} on purchases on the card in your first 3 months On XXXX XXXX XXXX , I therefore followed the link in the flyer and applied for the card. As a matter of fact, as part of the application I was requested to enter the account number of m y Amex Corporate Card ( r eference number of the application : XXXX ). On the same day, the application was approved and a card received at the beginning of XXXX ( activated on XXXX XXXX XXXX ). <P/> Few days after I activated the card ( I think on XXXX XXXX XXXX ), I got in contact with Amex customer support representative to confirm the promotion I was entitled to. For this matter, I used the chat available on my account web page. After talking with the first representative, he put me in contact with the supervisor in charge ( XXXX ) who, after checking the details on my account, confirmed that I was eligible for the promotion ( quotation ) : I checked the bonus details on your card and what was offered was : Solicited non-Card Members who app ly through this offer and are approved for the Premier Rewards Gold Card for American Express c an earn : A {$200.00} statement credit upon approval XXXX Membership Reward points after {$2000.00} or more in eligible purchases are made on the Card within 3 months ( 92 days ) of Card Membership A {$200.00} statement credit after first year of Card Membership The first statement credit will be applied withi n 8 weeks of their account opening and the second statement credit will be applied within 8 weeks fo llowing the first. <P/> As for the record, she gave me the following chat conversation number : XXXX . To be on the safe side, I even took screenshot of the conversation with the agent ( attached to the following complaint ) who clearly confirmed what I was eligible to. <P/> On XXXX XXXX XXXX , I called back Amex customer service to inquiry about the promotion not being honored. The customer representative could see record of the chat from early XXXX , but she had to open a complaint inquiry because she could not reconcile my account with the promotion I was referring to. As a result, I had to wait for 10 business days for the complaint to be resolved. <P/> On XXXX XXXX XXXX , I called again Amex c ustomer service to check the status of my complaint. The customer representative stated that the complaint team resolved my inquiry as 'No action required ', meaning that according to them I was not eligible for the benefit anymore. During the last conversation, I spoke with a supervis or ( XXXX ) and according to her the only action was to re-open the inquiry with the conversation number mentioned above, which would lead to a wait of 10 business days again with the risk on not having a resolution again. <P/> As a customer in good outst anding credit score and excel lent payment history, I feel unfairly treated not only because the promotion I applied to is not being honored, but also for the inconsistent information being provided and for the time spent on trying to resolve an issue that should have not arisen in the first place. <P/> Attached to this formal complaint are the flyer of the promotion I applied to and the screenshot I took from the chat with Amex customer rep supervisor. <P/> Thanks, XXXX
Company Response: Closed with monetary relief

Timely Response

2017-06-12

Ritter, SC

Incorrect information on your report

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

Public record information inaccurate
Company Response: Closed with non-monetary relief

Timely Response

2017-06-12

Huntington Park, CA

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
Company Response: Closed with explanation

Timely Response

2017-06-12

Phila, PA

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2017-06-11

Ft Belvoir, VA

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

2017-06-11

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: On XX/XX/XXXX I entered XXXX XXXX , XXXX XXXX XXXX , XXXX , NY looking for a coat. Based on the recommendation of the manager, XXXX , that it could be ordered to my size without a problem, and that they did this all the time, I PREPAID {$690.00} and set up an appointment for a fitting for the following week. ( I used an American Express card with the knowledge that if there was any issue, Amex would back me. ) The following is verbatim from their website : " XXXX XXXX , our co-founder, is in the boutique daily, supervising our brand-new Custom Design division. One of a kind is her specialty. Triple zero? No problem. Shorter? Longer? All is possible at XXXX XXXX . She will never let you down. Enclosed is the link for verification. XXXX XXXX XXXX . <P/> In short, 5 or six store visits and fittings ( by XXXX ) later, the coat still did not fit properly. It was either too small, too big, misfit by the shoulders, arms, and chest and pulling all over. Each time I was assured by either XXXX or XXXX ( saleswoman ) that I would be completely satisfied before having to take the coat. The last time I was there I spoke with XXXX about this and said it doesnt make any sense to keep on coming back. It was time to cancel this and request a refund. She agreed. A few days later she said I should see the refund on my credit card shortly. A few weeks later she said she would check why the credit wasnt showing and get back to me. She didnt. <P/> On XXXX XXXX XXXX , XXXX called me and asked if I could give it one more try. I discussed it with her and said it didnt make sense, as she saw the fitter was incapable of fitting properly, and it entailed hours of travel time and sometimes taking off work. It wasnt logical to begin this process again. She said she understood. After this they refused to process a refund. I filed with the BBB and disputed the charge with Amex. The merchant sent Amex a copy of the invoice and Amex charge to prove that I paid for the coat, and one page of a work order as proof that the coat was sewn. I told Amex that I am not claiming that the coat was not sewn. I am claiming that it is not usable and they are not capable of fitting and sewing a coat properly. This went back and forth four times. First the merchant claimed that I asked for the coat to be made smaller, in case I lose weight. I asked for it not to be made flared on the bottom as I do not need the extra width. No one expects to lose enough weight in one weeks time that they would need one size smaller coat. Then the merchant claimed they custom sewed a size 16 coat for me, which they dont usually do. This is not according to their saleswomen or their website claims. One of a kind is her specialty. Triple zero? No problem. Shorter? Longer? All is possible at XXXX XXXX . She will never let you down. Then they claimed I refused to come in for additional fittings after the first time. ( Subsequently, they claimed I refused after the second, then third fitting. ) This is an outright lie. They sent Amex only ONE page of a work order. They very clearly have copies of each time I came, and each time corrections needed to be made. The salesgirls know how many times I came! <P/> At the end Amex said they already paid the merchant the money, and it was up to the merchant to refund the charge. If they didnt, Amex couldnt help me. How ridiculous! Of course the merchant isnt going to refund the charge. I had no proof that the coat didnt fit. I said I could go to the store, try it on, take a picture, and send it to Amex. Or go the Amex headquarters in XXXX and show it there. They said they couldnt accept that. I am enclosing some of the back and forth with Amex and the merchant. <P/> That leaves me with a {$690.00} loss and a coat, that due to the fitters ineptness, is in the store and is not wearable.
Company Response: Closed with explanation

Timely Response

2017-06-11

KS

Improper use of your report

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

Reporting company used your report improperly
Complaint: American Express has handled this situation horribly. <P/>I tried to be civil with them and solve with AMEX directly for a month now. <P/>What happened was I added an authorized user to one of my cards via live chat. They incorrectly coded this as a credit inquiry, which is completely false because I already had the card. I then called and talked to the credit team at AMEX and they told me to fax in the documentation of the hard inquiry on XXXX, so I did. <P/>Now here a month later and its still on my credit report as a hard inquiry, which just infuriates me because I am trying to buy a house and they messed up and ca n't seem to fix it. I am requesting them remove the hard pull from my XXXX report as well as additional compensation in the form of XXXX XXXX to my account XXXX I shouldnt have to ask multiple times and wait months to get this removed. Make it happen, this is an ERROR on your part, which you guys admitted too already but ca n't seem to fix it?
Company Response: Closed with non-monetary relief

Timely Response