AMERICAN EXPRESS COMPANY

2019-09-03

N Hollywood, CA

Closing your account

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

Company closed your account
Company Response: Closed with monetary relief

Timely Response

2019-09-03

Wesley Chapel, FL

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-09-03

TX

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: On XX/XX/XXXX 2019 I physically walked into the XXXX XXXX XXXX at XXXX XXXX XXXX XXXX TX XXXX with the intent to load {$120.00} on to my American Express Serve ( Green ) prepaid card. I handed the cashier {$120.00} cash, she took the cash and my Amex Serve card, attempted to complete the " load '' transaction and received and error message saying that the load was unsuccessful. She attempted 2 more times without success. She handed my card and my cash back to me. I then drove to XXXX on XXXX XXXX in XXXX Texas in another attempt to load the {$120.00} onto my Amex Serve card. I handed the {$120.00} to the cashier, she too got an error message saying that the transaction was unsuccessful. She tried again and the transaction was successful. I got a receipt with the successful transaction of {$120.00} loaded to my Amex Serve card. I also received an email from Amex Serve notifying me that the transaction was successful. Exactly 11 min later I received an email from Amex Serve saying that my account was now overdrawn $ XXXX. I contacted Amex Serve to inquire about what was going on but I kept getting a message saying that their system was down and to call back later. Later in the evening I called back to explain what happened. They said there was no mistake but if I wanted to file a dispute I could. I filed a dispute. Sent copies of the transactions from XXXX to Amex as they requested and received a response saying that they was no error and I needed to bring my over drawn account current. I disputed again, went through the exact same 10 day process only to be tole there was no error and they will NOT be giving me back my {$120.00} dollars. If there was no error than why do I not have my {$120.00} available to me? If there was no error then why do I have a copy of a transaction for the load onto my card for {$120.00} from XXXX and then a copy of a transaction from XXXX for a REVERSE load for $ XXXX? There IS A PROBLEM and no one will help me. I have contacted XXXX and no one will call me back. I've contacted Amex Serve and they do not see an issue and I've contacted XXXX 3 times and have not gotten an email or phone call or letter from them offering any help what so ever. I am desperate! FYI- American Express Serve outsources their customer care team. They are not actual employees of American Express. They are located in the XXXX and have no contact with anyone from the actual American Express corporate company in New York.
Company Response: Closed with explanation

Timely Response

2019-09-03

Key Biscayne, FL

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: The merchant used abusively and fraudulently my credit card information both on its terminal and to pay his own bills. It has been 9 months since I'm trying to resolve the issue both with the merchant and Amex. I never swiped or authorized in a verbal or written manner any charge to my account neither I own any amount to this merchant. The merchant never produced any valid documentation.
Company Response: Closed with monetary relief

Timely Response

2019-09-02

Dover, NJ

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with non-monetary relief

Timely Response

2019-09-01

Washington, DC

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Closed with non-monetary relief

Timely Response

2019-09-01

WI

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: The cfpb case is cross-referenced with a previous solved case one XXXX - XXXX on XXXX of 2019 I submitted a cfpb complaint on American Express serve. in reference to card account number ending in XXXX which is currently closed. After filing the cfpb case I received correspondence through cfpb on XX/XX/2019 from the customer advocate services team of Amex serve services XXXX XXXX XXXX Utah. the letter I received after the cfpb case was closed to the previous cfpb case response from American Express serve as a reference letter number of XXXX. OnSunday XX/XX/2019 I called American Express serve customer service for three reasons to get print out statements for all XXXX cards closed and to verify that the open card was active. I also asked about a dispute but it's past the three-month deadline to dispute an item on the statement from American Express they suggested I file a complaint with the cfpb about getting a reimbursement on a fraudulent charge on my American Express statement I can supply the statement attached to this complaint twisting the fraudulent charge it wasn't XXXX XXXX use XXXX to access my XXXX to fraudulently steel XXXX.. it's past the deadline to dispute the transaction with American Express but I will follow the link this complaint follow up with a XXXX complaint asking for reimbursement from XXXX.
Company Response: Closed with explanation

Timely Response

2019-09-01

MN

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I have been disputing a 30 day late payment that occurred on my American Express account in XX/XX/2018. American Express has refused to do an investigation into the matter so I escalated the issue to their corporate office and to the CEO 's office but nothing has been done. After reviewing my account with American Express multiple reasons why the late payment occurred : The minimum payment had increased around XXXX/XXXX 2018, but the auto pay did not make this adjustment. I submitted the payment on time, but it bounced back to the bank because American Express took down my incorrect bank account number to process the payment that bounced. XXXX XXXX acknowledged to me that the payment kept bouncing because American Express had the incorrect bank information to process the payment that kept bouncing. American Express representative made a mistake that caused my account to have a 30 day late payment. American Express is violating my rights under the Fair Credit Reporting Act Section 623 ( a ) ( 3 ). American Express never added the required sentence on my credit report stating, " Customer has disputed the validity of this account '' within the required 30 days of the disputed item. American Express is also violating my rights under the Fair Credit Reporting Act Section 623 ( a ) ( 2 ) ( B ). American Express is not allowed to report inaccurate or incomplete information. The month in question of the 30 day late payment I had over {$7000.00} in my bank account and could of easily made the minimum payment or paid off the whole account in that statement period. I qualify for this removal of the late payment because I have never missed a payment before the incident or after the incident and there was negligence on American Express. American Express is reporting inaccurate, incomplete, and not verifiable information to the Credit Bureaus ( XXXX, XXXX, XXXX, etc ).
Company Response: Closed with explanation

Timely Response

2019-09-01

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
Complaint: XX/XX/XXXX American Express raised my credit limit over 100 % and offered me a 0 % promotional rate on this new credit limit. They sent me a XX/XX/XXXX decision letter reducing this limit even though I paid all minimum payments. They re-instated my highest credit limit after they extorted a {$3800.00} payment from me. I thought I successfully uploaded my response letter to them on XX/XX/XXXX but I also mailed my response letter on XX/XX/XXXX. They said they would respond XX/XX/XXXX but haven't. I am uploading both these said letters to you. Restoration of my credit limit after extorting me is not a sufficient remedy.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-31

Watkins, CO

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I have two credit cards with American Express. XXXX XXXX Credit Card and XXXX XXXX Credit Card. I have been using both card for quite some time, and one of the credit cards was over a year. I been constantly using the card and make at least the minimum payment on time. I received a promotion offer from AMEX, that AMEX will offer XXXX bonus XXXX XXXX point for each additional card holder I add. So I took up the offer and added multiple additional card for my family members. Around XX/XX/2019, my AMEX app said that my account was suspended, so I contact AMEX immediately and trying to see what happened. The person answered the call redirect me to different department, before telling me that the Amex Review team need to speak to me, and their office is closed, and said they will leave a message for AMEX to call me. I waited for a week and never received any call, so I called AMEX again and still haven't received any call back, so I decided to call them again and then finally I get to speak to the member of financial review team. The representative was very rude and ask me why did I add those additional card holders and why I am using the card the way, and asked me to filled out the 4506T form for tax without even provide me the form or any instruction. I have to called the financial review team again and speak to their manager in order to get them form. I tried to filled up the form and send to them as soon as possible. I have attached the evidence I have provided the filled 4506T form. After I sent the form to them, I did try to contact them and left a lot of message to follow up with no success, and then I realized they closed my account, and saying that they weren't able to reach me, and they have try to contact me and claiming that I did not filled in the form correctly. I have never received any letter or email regarding this issue, and the account manager who handle this issue saying that is not their responsibility, and I shouldn't call them after hours, they only worked till XXXX, which I am working at that time as well. The entire experience trying to solve the issue was unpleasant and humiliating. Everytime I contact AMEX, they have to go through procedure to confirm my identify multiple times during one call, and I left a lot of messages with no response. Once I managed to get in contact to the person in charge of reviewing my account, always acting very rude, talking over me, and keep saying they have no responsibilities to keep following up with me, and it is their normal procedure to close my account within a week after first attempt to contact me. I try to appeal the decision over the phone, and seem like the AMEX team show little interest to sort out this issue with me, so I have no choose to fight for my fundamental right as a customer by lodging this compliant in Consumer Financial Protection Bureau. I just hope AMEX to review my account and have both of my credit card accounts reinstated, I feel like I wasn't treated fairly, I try my best to cooperate, but your financial review team just seem like they desperately want to close my accounts and made little effort try to sort out issue nor provide any quality customer service. However despite my best effort try to contact AMEX to reinstated my accounts, they still giving me same lame reasons, saying that I did not respond to their mail and call, I never received any mail and call regarding follow up in financial review. They even cancel my automatic payment without letting me know, resulting in a missed payment and charged me a late fee for one of the credit cards what I have paid and demand a refund due to it was not my fault, I try to call AMEX multiple times to settle my accounts and was advised everything has been settled! AMEX sent me a bill claiming that I owe them 50+ dollars fee, so I call them and they said it was their mistake, because they charged me an interest which was not supposed to charge because i made all my payment before the due date, and then keep adding late payment fee on top of it without my knowledge! Now they sent me another bill for 90+ DOLLARS and threaten to put a negative remark on my bill! for what?? Is that their tactic to scam my money? AMEX STILL OWE ME THE XXXX DOLLARS ANNUAL FEE THAT I HAVE PAID AND LATE FEE!! SO I DEMAND AMEX STOP HARASSING ME FOR FEES THAT IS NON EXISTENCE! STOP COMMITTING FRAUD TO BULLY CONSUMER!
Company Response: Closed with monetary relief

Timely Response

2019-08-31

Coronado, AZ

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

2019-08-31

Washington, DC

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 signed up for the American Express Blue Cash Preferred card on XX/XX/2019. I signed up after clicking an internet link that I believe promised the following terms : A. first year annual fee waved, then {$95.00} thereafter B. A {$300.00} rewards bonus after I spent {$1000.00} with my card in the first three months. When I contacted the company via their website chat feature, they said I was eligible for neither of these terms. They said they would open an internal investigation and that was it.
Company Response: Closed with monetary relief

Timely Response

2019-08-31

Anaheim, CA

Other features, terms, or problems

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

Other problem
Complaint: On XX/XX/2018 American Express APPROVED me for a Platinum Card with a {$550.00} annual fee. I applied for an American Express Blue Cash Card on XX/XX/2018 with NO annual fee and they declined me. Even though American Express used the same exact credit report with the same exact information to use in the XX/XX/2018 application as they did on the XX/XX/2018 application. The only reason American Express approved me for the Platinum card is because they know I will pay the annual fee. I have had eight American Express cards in the past few years, all in good standing, ( I closed them ). In American Expresses recent responses to my CFPB complaints they have been untruthful. The fact that they used the same credit report to approve me for a card with a {$550.00} annual fee and declined me for a card with No annual fee. This action shows that they are just trying to extort more fees out of me. The reason in the prior complaint I asked them to waive the annual fee is because they have shorted me XXXX membership points. They have done nothing to rectify this. American Express is a big company, and it is easy to overlook unethical practices. XXXX XXXX thought they could get away with it, but they got caught. I am hoping American Express will as well. They are very unethical with extremely terrible customer service. The Platinum Card they approved me for on XX/XX/2018 has since been downgraded to a Gold card with a {$250.00} annual fee. My credit & scores are actually a lot better since XX/XX/2018. My XXXX XXXX score ( XXXX ) .. XXXX XXXX score XXXX. XXXX Score fico XXXX is ( XXXX ) which American Express uses. XXXX ( XXXX ). American Express needs to be seriously looked into for ethic violations. Even though American Express used the exact same credit report to Approve me for an annual fee card & declined me for another. Maybe American Express is treating me unfairly because of my ethnicity. I can not think of any other reason other than extortion why they would treat me unfairly.
Company Response: Closed with explanation

Timely Response

2019-08-31

Bolingbrook, IL

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 non-monetary relief

Timely Response

2019-08-30

Dallas, TX

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

2019-08-30

Brooklyn, NY

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

2019-08-30

Newnan, GA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: they had closed my account for no reason, i have not yet know why, i was not doing anything wrong, money was being sent to my card from a relative, the balance on my card was XXXXcts, they have not sent my refund..
Company Response: Closed with monetary relief

Timely Response

2019-08-30

Grosse Ile, MI

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: We had filed a complaint with CFPB Ref No : XXXX and XXXX ( AMEX Ref : Ref : XXXX and XXXX ) regarding not receiving initial welcome bonus as per offer on American Express Delta Skymiles Gold Credit Card. As per AMEX letter dated XX/XX/XXXX - " You applied and were approved for the Gold Delta SkyMiles Card on XX/XX/XXXX. Your application included the opportunity to earn XXXX XXXX XXXX after {$3000.00} or more in eligible purchases are made on the Card within the first four months of Card Membership. '' However, letter also stated that we were advised that we were not eligible for bonus offer during time of application and I elected to proceed without welcome bonus offer. I wish to state that the above statement is not true. I have not received such message during my application and hence I was not aware of any ineligibility.
Company Response: Closed with explanation

Timely Response

2019-08-30

Newark, NJ

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Company Response: Closed with monetary relief

Timely Response

2019-08-29

Hilltop Mall, 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
Complaint: I Have a prepaid card that I obtained at a store, The purpose of the car was to have somewhere to receive my direct deposit from my employer and use the funds to pay for my bills and everyday expenses. I have never had an issue like this before with any company where I felt such incompetence and lack of information is provided to its consumers. The reason as to why I did not have a debit card was because I did not want the high monthly fees for a bank account but in this very moment i am infuriated with how American Express Serve handles the protection to its consumers and its ability to solve Fraudulent concerns. With American Express Serve prepaid card, anywhere I try to use the card, it must be processed as credit and credit only, it is like their debit function does not work. This provides enough evidence to prove that I do not provide my pin information ANYWHERE, I cant, the card does not even function as a debit card. I do not use my card everyday, therefore I do not feel the need to check my balance everyday. I only check this account when I want to insure that my direct deposit money went into the account or when i have made a payment or processed a payment at a store. On Wednesday XX/XX/XXXX I received my direct deposit email notification, I proceed to check my Bank account Balance and I see that I did not have the money that I was expecting to have, I immediately check my transaction history and see that there were THREE ATM withdrawals and FEES for these withdrawals. In that very moment I call the card company and inform them that these withdrawals were not done by me and that it is clearly a Fraud. I ask them to give me locations of where this money was withdrawn and they were not able to provide me this information. I then proceeded to ask how this money was taken out when A. The card was in my possession at all times, B. no one has access to my card because I live on my own and C. They needed my ATM Pin number in order to withdraw the Money. which is impossible for me to have provided to anyone or anywhere due to the fact that the card only slides as credit everywhere I go.The representative was not able to provide a response to how this money could have been taken. The first Transaction was Taken on XX/XX/XXXX with money taken out of a total of {$500.00} dollars, which is weird because banks only allow you to withdraw money in whole numbers and bills of {$20.00}. The second Transaction was right after of {$200.00}. Again not in whole numbers. The next transaction took place on XX/XX/XXXX for a total amount of {$700.00} again not a whole number. I was told I would receive a declaration of fraud email with some documents that I had to fill out, I filled this out and submitted this on XX/XX/XXXX. They proceeded to send me another card in the meantime but I had to pay {$20.00} in order to get this expedited because I Had bills that needed to be paid during that week. I couldn't believe the fact that she charged me this much even after the Fraud claim. After submitting the document that Friday XX/XX/XXXX I called the company again to inform them that I submitted this and ask them for an explanation as to why they were not able to provide me with the location of where the ATM money was taken out from. What bank or card does not have such tracking information?! They said that they were only able to find one location the one where the money was taken out back to back on XX/XX/XXXX, that it was at a XXXX XXXX at XXXX XXXX and XXXX XXXX, that the only information they have of the ATM withdrawal on XX/XX/XXXX was that it was in XXXX. It is crazy that they could not provide details. I filed a police report online and I will be heading to the police station this week to find out if they have any updates. I get a response today on XX/XX/XXXX that they have closed my Fraud claim and that my the credit of my money was not approved. I was so upset and i called them again and they say that all that they can do is re-open the case, have me do the same procedure, get a deceleration of fraud claim in two business day in my email, fill this out, send it back and they will notify me again withing 10 business days about a response for the credit. I feel like it is a joke to go through the same process, it feels like they did not investigate properly, I informed them that i will file a complaint against their card company and that I have video footage that during the times they provided me with of when the money was taken out I was at work, my bag was with me, my card was with me and I was there from XXXX XXXX till XXXX XXXX therefore there was evidence that I did not withdraw that money. I have the evidence for whenever they or you need it but i need to get my money back. It was for a total of over {$1400.00} and as a XXXX XXXX XXXX and full time worker this is not money that comes to me easily. That is two weeks of hard work that i put into and i need this resolved.I read reviews from this company in regards to how they handle fraud claims right after I filed this complaint and I have read about multiple consumers upset about how they were not able to get their money back from this company. I read the company 's terms and we should be protected from fraud unless they have false advertised this which I am willing to begin a battle with them about.
Company Response: Closed with explanation

Timely Response

2019-08-29

Columbus, OH

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 explanation

Timely Response

2019-08-29

Tarpon Spgs, FL

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Company Response: Closed with explanation

Timely Response

2019-08-29

Three Bridges, NJ

Closing your account

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

Company closed your account
Complaint: I filed a complaint with CFPB in XXXX against American Express, since filing the complaint I only received phone calls from American Express requesting I make payment. None of the Amex callers were aware of my complaint or calling to follow-up with my complaint. To date I have not had contact with American Express regarding my account. Today I check my account to see if it is fixed and it now says my account is closed. I have been with Amex since 2000 and now it says my account is closed.
Company Response: Closed with explanation

Timely Response

2019-08-29

Bronx, NY

Getting a credit card

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

Application denied
Complaint: greetings my name is XXXX XXXX XXXX XXXX and onXX/XX/2019 I attempted to apply for a new credit card because I frequently watch my score and I felt I was good. I then was denied and when i contacted American Express I was informed that there was an issue. I was told that I needed to fax in a copy of my social security card and divers license to the Customer Service Analyst Unit and when I asked why what was the reason I was told that Amex has my last 2 digits of my social security number in their system was incorrect. I faxed in my info as requested and questioned my last decision in which I applied for a new card so what social security number was used to run my credit. I was then told oh we didn't run your credit because we have you in our database already. " nonsense to me ' ... then I applied for a personal loan at XXXX XXXX XXXX and was also denied. they stated my credit score was low. now I understand clearly that there are only 3 credit bureaus. but I use XXXX XXXX a credit monitoring system to stay on track and was told that I needed to purchase their credit monitoring system cause it was more accurate and the proof I had that was valid from XXXX XXXX wasn't valid or acceptable to amex. id like some assistance cause I been with XXXX XXXX for a while and haven't been steered wrong. I feel amex is covering up their huge mistake that most likely would show more wrongful errors reported to the credit bureaus causing me headaches. please help as when I send your office my proof you will see I've been in the process of rebuilding my credit. thank you for your cooperation in this matter
Company Response: Closed with explanation

Timely Response

2019-08-28

Madison Square Sta, 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