AMERICAN EXPRESS COMPANY

2019-06-05

W Jordan, UT

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Company Response: Closed with non-monetary relief

Timely Response

2019-06-05

Brooklyn, 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: I signed up for a XXXX XXXX XXXX XXXX American Express credit card in XX/XX/XXXX under the notion that I would be receiving XXXX bonus points upon spending {$5000.00} within the first 90 days of opening the card. I spent {$5000.00} in XX/XX/XXXX which is one month later so I have met the spending requirement for the bonus offer and this is confirmed by American Express when I called them as to why I have not received my bonus points. I noticed on my XXXX account that I had no received any bonus points for opening up the XXXX card in XX/XX/XXXX. I called Amex to inquire why I have not been awarded the bonus points. They told me to contact XXXX and find out why because it was XXXX who denied issuing bonus points to me. So I called XXXX right after I got off the phone with them and a representative said it was because I've received a XXXX bonus before and I did receive one from a XXXX credit card I opened up over 5 years ago. The offer terms on the Amex card says this : " Welcome offer not available to applicants who have or have had this product or the XXXX XXXX XXXX XXXX Credit Card from American Express. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility. Welcome offer not available to applicants who ( i ) have or have had XXXX XXXX Credit Card from XXXX or the XXXX XXXX XXXX XXXX Credit Card in the last 30 days, ( ii ) have acquired the XXXX XXXX XXXX from XXXX, the XXXX Rewards Premier Plus Credit Card from XXXX, the XXXX XXXX XXXX from XXXX, the XXXX XXXX XXXX Credit Card from XXXX, the XXXX XXXX XXXX Plus Business from XXXX or the XXXX Rewards Premier Plus Business Credit Card from XXXX in the last 90 days, or ( iii ) received a new Card Member bonus or upgrade offer for the XXXX XXXX XXXX from XXXX, XXXX Rewards Premier Plus Credit Card from XXXX, the XXXX XXXX XXXX from XXXX, the XXXX XXXX XXXX Credit Card from XXXX, the XXXX XXXX XXXX Plus Business from XXXX or the XXXX Rewards Premier Plus Business Credit Card from XXXX in the last 24 months. '' Now, the last sentence said I won't be eligible for the Amex bonus if I have received a bonus or upgrade offer from XXXX in the last 24 months which I have not received a welcome bonus or upgrade offer from XXXX in the last 24 months. The XXXX representative looked into the account and was confused as why I didn't get my bonus points from the Amex card as well so he put in case to be further investigated ( case # XXXX ). He told me I would receive an email response 3-5 days. Fast forward to XX/XX/XXXX ( two months after I called XXXXXXXX ), I finally get a response saying I received a bonus offer before and wouldn't be getting the XXXX points. XXXX is putting the blame on Amex and XXXX while Amex is putting the blame on XXXX. Amex is saying I have met the requirements to receive the bonus points. Here I am, sitting here without my XXXX bonus points because XXXX and Amex refuse to honor their advertised promotion.
Company Response: Closed with explanation

Timely Response

2019-06-05

Middleburg, FL

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
Complaint: A credit card company, take a payment XX/XX/2019, on my account ending in XXXX.and never sent a paid statement for that month and never up dated that account with the credit bureau 's when I called and ask why, the only information given was no we did not send and up date for may XX/XX/2019.this is missing information that should be in my credit reports this is so wrong, for me to pay my account and get no credit for it.and no statement to show I paid, my bank is the only place that shows this payment.
Company Response: Closed with explanation

Timely Response

2019-06-05

San Diego, CA

Fees or interest

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

Unexpected increase in interest rate
Complaint: I noticed for the first time that my interest rate had gone up from 13.49 % to 19.49 % with my American Express card. I called American Express and spoke to a supervisor over there inquiring as to why the interest rate had gone up 6 %. I asked what had changed on my account since I have never paid late and my FICO score is in the mid 700 's. XXXX went on to say that since other companies where raising their rates they figured it was a good time for them to raise their rates also. I mentioned to him that this seems like interest rate price fixing and collusion within these credit cards to raise interest rates arbitrarily because everyone else is doing it. What protections does a consumer have?
Company Response: Closed with explanation

Timely Response

2019-06-05

VA

Problem when making payments

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

Problem during payment process
Complaint: XX/XX/XXXX XXXX XXXX Ss : XXXX XXXX XXXX XXXX XXXX XXXX XXXX , VA. XXXX Hi, I am struggling to resolve some type of technical problem that occurred with my American Express Blue account. 1. In roughly XXXX I had to negotiate with AX to get my payments adjusted. Unfortunately, even though I got a new job in another city, I had to settle on my house during the crash. AX was very helpful, and we settled on a monthly amount until it would be paid off. At that time, I set it up to be automatically withdrawn with my current XXXX XXXX XXXX account. 2. Everything was running smoothly for several years. It simply withdrew the scheduled amount every month. Unfortunately, things changed! 3. On XX/XX/XXXX I decided I would pay down more of the debt so I could get rid of it. I contacted AX Blue and asked that they give me access to the account online. I didn't have access because it was under an AX Blue card that had been closed. So, AX set it up so I could access the account without the card number online. I accessed the account, updated my address, and transferred $ XXXX towards the balance so I could get rid of it more quickly. IMPORTANT : I did not change the bank account, nor did I instruct the system to stop auto withdrawals of minimum amount due. 4. Unknown to me, the auto withdrawals stopped at the same time! It was only around {$75.00} a month or so, so I didn't even notice the problem. Unfortunately, AX failed to contact me in any way. On file they have : home address, email, contact number. 5. Zoom ahead to XX/XX/XXXX ( approximately ). I have a credit alert account and it prompted me that there was a derogatory report. I looked at it and it was the AX card saying it was written off debt. I immediately contact AX and explained the situation. I immediately paid the past due amount of approx {$750.00} as a show of good faith, I have no intention of not honoring my debts The first person I spoke with said that they did send me letters. I said " To where ...? '' He gave me my address in XXXX. That is strange, because when this all happened, they had my new address in their system since XXXX of XXXX. Oh, by the way, also they have had my same email and phone number ever since I opened the account. This has not changed since XXXX! No attempts were made to call or email me either. My snail mail was forwarded from XXXX after I moved, but that was years ago so the forward request surely expired, that is, if they even sent a letter. This is not my problem if their system doesnt work. They also didnt offer to show any proof of the letter. After talking with several different departments, I ended up with Customer Service. The woman was kind and said she would look into the problem and get back to me within 10 weeks. I called back a week later to check and AX said it was still in progress. I was very clear that there was some type of error in their systems because I would have never canceled the auto payment. Why would I pay $ XXXX to pay some of the debt down back in XXXX of XXXX, then decide I am done paying anymore? Especially given the monthly amount was small $ 75ish. I dont know a lot of people who want to skip out on their debt and throw a $ XXXX at it, then stop? 6. Several weeks go by, I get another credit notice from my reporting agency. I call AX back and they can't even find any documentation on the credit dispute. To make it worse, I spoke with the same departments multiple times. Finally, I ended up with the credit dispute group, then back to Customer Service where they had no data on what the reasons are for not resolving this. AGAIN, I am, and always have been happy and willing to pay. Suffice it to say, something happened in the AX system to not keep auto withdrawal moving. The only reason it could have stopped are the following : A. I changed my address in the system the same day I paid the $ XXXX and it assumed that I didn't want to pay anymore? OK, strange? I certainly didnt have any prompts telling me that my auto pay would now be cancelled, or anything for that matter. B. The $ XXXX payment somehow tricked the system into not auto-withdrawing anything? Also, strange? Here is what I own : I should have looked at my bank statement every month for the {$75.00} payment! I am not sure why, because it has worked for over 9 years without a glitch. That said, something is seriously wrong with their system to suddenly stop withdrawing money? Why, who, when, where, how? No person at AX can explain that. 7. To make it worse, they accumulated late payment fees on the account. There are no records of denied payment attempts on my XXXX XXXX account! Please help! I was almost through my bad XXXX real estate debacle and was in the 700 's on my credit report. Please know, the debacle was due to a move and paying on two properties at the same time. Now this? it can't be right to allow them to ruin my credit over their internal system issues? As of now, I continue to pay a small, minimum payment amount on the account, which is supposedly written off. They report a new amount every month on my credit report! Making it even worse. What can I do? I have exhausted efforts trying to resolve this amicably. Thanks so much for your help! XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-06-05

MA

Other features, terms, or problems

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

Other problem
Complaint: I have a 'Blue Sky ' credit card with American Express . On XXXX XX/XX/2019 I received a letter from American Express ( attached ) stating that they were reducing my credit limit on the account by 50 % to {$12000.00}. The grounds they gave for this decision in the letter was : 'There has been minimal activity on your account in the last twelve months. ' This statement is false, as examination of my account records over the past several years indicates. I have had an account with American Express for several decades. Over the entire period I have always observed all rules and conditions related to the account. I have always paid my account balance in full each month. I have never chosen to use the account to run an ongoing credit balance, i.e. to borrow from them over time. There is no valid justification for their taking this action against me. I have to conclude that they are intentionally discriminating against me for one of two reasons : ( 1 ) they recently tried to 'upsell ' me to accept a different card product from them, which I chose to decline ; or ( 2 ) over the past year, for the first time since I have had the account, I had to challenge charges on my account made by retailers. Each of the 3 challenges was for different, unrelated reasons. None was for larger than {$45.00}. When I attempted to get American Express to right this error, they told me that in order even to begin a process to restore the prior credit limit, they would demand from me a large amount of additional information about my personal financial status. I consider that to be an unreasonable and inappropriate request, given my credit history with the account. For the record, I have never come close to spending up to the original credit limit. I object to their action because it is based on a false claim and because it is a hostile act against a long standing, reliable customer.
Company Response: Closed with explanation

Timely Response

2019-06-05

Brooklyn, NY

Problem with a purchase or transfer

Credit card or prepaid card: Gift card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: Amex Gift Card. I was given an Amex gift card in the amount of {$300.00}. When I tried to apply it to my {$800.00}. hotel bill, Amex would not approve the transaction. Tried for {$250.00}, NO. Tried for {$200.00}, that was approved. The following day at the hotel Amex approved {$50.00}. Since then no matter where I try, they refuse the charge. The balance on my card is {$50.00} Calling the phone number on the card is automated.Ca n't reach a person. Go on the listed website on the card, no help. Called the regular phone number for Amex, and the agent could not contact a. live agent, and found it impossible to help me. Looked on line and saw 179 negative complaints about Amex gift cards with just a one star rating. My gift card number is, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-06-04

Briarwood, ND

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

2019-06-04

Cottleville, MO

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with non-monetary relief

Timely Response

2019-06-04

Bohemia, NY

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with explanation

Timely Response

2019-06-04

Chandler, AZ

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

2019-06-04

Chandler, AZ

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

2019-06-04

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2019-06-04

Centreville, VA

Problem when making payments

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

You never received your bill or did not know a payment was due
Company Response: Closed with explanation

Timely Response

2019-06-04

Stilesville, IN

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 can tell from the reply and closure of my prior complaint that AMEX did NOT read the full complaint. I fully EXPECT a callback, not a slack jaw half attempt to shove off responsibility AGAIN. AMEX somehow added another users bank account data into my account, so when I made a payment ( 3 times ) it was coming from their account. This happened a few months ago as well and I Called in time to have AMEX cancel the transaction, delete the account and make things right. I made a payment and it was fine. So thinking AMEX couldn't possibly screw this up AGAIN, I just kept making payments until I noticed the problem with a XXXX payment. on further research, it was found a total of 3 payments were mishandled. All AMEX wants to do it claim I added this other person account ( which is impossible without the whole account number which I could only see the last 4 numbers ) rather than accept they must have a flaw in their data. Working in XXXX XXXX for nearly 20 years, I am ready to tell my industry about this openly and let them know the only explanation is a data breach. Also, long story short, the bank put me in touch with the person that the account belonged to ( since AMEX chat told me this person 's name ... a privacy breach now ) and She is willing to join a lawsuit with me if it comes to that for mishandling her data. So shall we resolve this or let the world know? Again, I EXPECT a phone call. Final notice.
Company Response: Closed with explanation

Timely Response

2019-06-04

Arco, CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Complaint: On or about XX/XX/2017, my American Express Serve Card ending in XXXX was permanently suspended due to alleged violation of the Cardmember Agreement Section 15 ( d ). On XX/XX/2017, I had reported a dispute to American Express Serve for the amount of {$190.00}. On XX/XX/XXXX, and XX/XX/2017, I received an email from American Express Serve indicating they required additional information to process my dispute and requested that I complete paperwork. I believe that my account was suspended due to the fact that I reported this dispute. The timing of when I reported this dispute to when I received an email indicating my account was closed is quite suspect. Now over two years later, and subsequent research, I have become aware that American Express routinely engaged in this conduct in violation of federal law. American Express routinely closes Serve prepaid accounts when a consumer files a dispute, does not investigate or provide credit to the consumers account, and revoked the card without any reason or explanation, often leaving the customer without recourse. There was no reason for my account to be closed as I did not engage in any conduct that would constitute a violation of the Cardmember Agreement. Contrary to its assertion, it appears American Express is engaging in conduct that is against federal law.
Company Response: Closed with explanation

Timely Response

2019-06-04

Sandy Hook, CT

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Since XX/XX/XXXX American Express Bluebird Debit Card Customer Service reps have been giving me the run around. I purchased this card for {$5.00} in XX/XX/XXXX and used it until just recently for paying bills, online purchases, and direct deposit of my VA compensation check just to name a few. My VA check this month was processed on XX/XX/XXXX and received by Bluebird thru American Express National Bank. That check is being held by them and not released to me. I called The Veterans Benefit number today at XXXX and spoke with a representative who helped assist me in my future direct deposits however he told me explicitly that the VA has not received my check back and that it has been in FACT deposited into my Bluebird account. The Bluebird representative told me that I was pre-selected to have my account shut down and would give no reason as to why I never received notification that Bluebird was doing this. They are collecting interest on my check that they are are not releasing to me now for at least the last 4-5 days. I want my VA check released to me by Bluebird A/S/A/P. I also want the {$5.00} I paid for this card ending in # XXXX refunded to me. I also want refunded the {$5.00} for the Bluebird card I had gotten for my son that never worked ending in # XXXX and also {$5.00} for the Bluebird account I got for my boyfriend XXXX XXXX ending in # XXXX whom no longer wants the card. Furthermore I want refunded the {$5.00} I was charged on top of purchasing these cards each time when I used them for the first time. I want refunded a grand total of {$30.00} for my inconvenience. I want the refund based also due in part to the deliberate run around I endured. Reps knowlingly were telling me for days that my direct deposit could take up to several days to reach my account. They knew full well what was going on with my account and lied to me. I want this refund also based upon the fact that Bluebird caused me direct stress and aggravation with their complete lack of customer service and regard for my VA income. Lastly for hassles I have endured causing me to be late paying my bills. ALL due to Bluebirds total disregard of my account and funds due to me from the US Treasury on the first of every month. I never had an issue with Bluebird like this for over 6 years until I recently started utilizing another bank. Coincidence, you be the judge.
Company Response: Closed with explanation

Timely Response

2019-06-04

Simi Valley, CA

Closing your account

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

Can't close your account
Complaint: last year I received a renewal offer on an American Express card which I have had for many years. There was a large fee for renewing and I decided that the card was no longer needed so I called the phone number listed and spoke to a rep. who tried to change my mind. As a result she thanked me for my many years of usage, advised me that there was no payments due, to cut up card & terminated the call. Shortly after I started receiving calls & emails & letters for the renewal fee. I informed them that I did not wish to renew & was told that I did not have that option. I have since been returning all correspondence unopened & responded to their emails as harassment, yet they continue. I have told them that renewal is at my option.
Company Response: Closed with non-monetary relief

Timely Response

2019-06-04

Blackbird, DE

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 an Amex XXXX card last year around XX/XX/2018 under a promotional term to earn XXXX points after account opening and spending {$3000.00} in the first 90 days. I spent more than {$3000.00} during the first 90 days and confirm my promo eligiibility and spent thresholds with an Amex customer service rep via chat. The rep confirm my eligibility and meeting the spent requirements and I was assured to earn the bonus. I never received my bonus. I contacted Amex again on month 5 and a phone rep promised to perform the research and get back to me. I have never received a call, email or secured message from Amex. Eight months into my account, I open a secured chat line again to inquire about the prior two case submitted. A rep performed the review and said I am ineligible because I did not report my case on a timely basis and confirm that based on his review, I did spent over $ XXXX within the first 90 days but there is nothing he can do.. I am upset at the bait and switch tactic at American Express. I paid a {$95.00} annual fee for the benefits and bonus opportunity but was never able to realized it due to deceptive and misleading advertising by Amex.
Company Response: Closed with explanation

Timely Response

2019-06-04

NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: On XX/XX/2019, I used my American Express bluebird pre-paid card to purchase an item. After not receiving the item in mail, I filed a dispute with Amex on XX/XX/2019. After 10 days of the investigation passed, Amex did not contact me nor did they grant me provisional credit. On XX/XX/XXXX they sent me an email that said they are in receipt of my dispute and that they will contact me if they need any more information from me. Today is now XX/XX/XXXX. I called them and they have no further information for me. I don't believe that they are adhering to federal regulations.
Company Response: Closed with explanation

Timely Response

2019-06-04

NJ

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: American Express reported late payments to the three reporting credit agencies on my account. Before they made the report, I called to negotiate with American Express that I was going through financial hardship due to a XXXX XXXX I had back in XX/XX/XXXX and a Motor Vehicle Accident I had in XXXX of XXXX. After my XXXX XXXX, I was out of work for almost two years and didn't file for unemployment because back then I was unfamiliar with the unemployment 's system. In addition, the car accident in XXXX of XXXX, which led to me being unemployed cause I needed time to recover couldn't allow me to pay any credit card nor medical bills. The dates reported are as follows : American Express XX/XX/XXXX 60 days late All 3 report Agencies XX/XX/XXXX 30 days late All 3 report Agencies
Company Response: Closed with non-monetary relief

Timely Response

2019-06-03

ME

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: XXXX XXXX XXXX XXXX XXXX XXXX, ME XXXX XX/XX/2019 American Express XXXX XXXX XXXXXXXX XXXX XXXX, NY XXXX CC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, DC XXXX Demand and notice of intent to arbitrate Promotional Amex Offer for credit card account XXXX To Whom It May Concern : 1. On XX/XX/2019, I received an email ( Exhibit A ) from American Express ( the Bank ) which advertised various Amex Offers attached to my credit card ending in XXXX ( the Account ). One of these offers advertised 10 % back at XXXX. 2. In response to the email, I made a {$200.00} purchase at XXXX with credit card XXXX on XX/XX/2019. The 10 % cash back did not post. 3. On XX/XX/2019, I contacted customer service for assistance via chat ( Exhibit B ) and was advised by XXXX that I had already used this offer 5 months earlier on XX/XX/2019. XXXX refused to honor the recently advertised 10 % back offer. 4. Please pay the advertised cash back in the amount of {$20.00}. 5. Else this matter will proceed to arbitration with all costs borne by the Bank pursuant to the Cardmember Agreement which governs the Account. Sincerely, XXXX XXXX enc.
Company Response: Closed with explanation

Timely Response

2019-06-03

Fortuna, CA

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

2019-06-03

Pittston, ME

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

2019-06-03

Anthem, AZ

Communication tactics

Debt collection: Credit card debt

Called before 8am or after 9pm
Company Response: Closed with explanation

Timely Response