AMERICAN EXPRESS COMPANY

2019-06-03

Cutler Bay, FL

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
Company Response: Closed with explanation

Timely Response

2019-06-03

Sunnyvale, 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
Company Response: Closed with explanation

Timely Response

2019-06-03

Thompsons Station, TN

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 cancelled my service with XXXX in XXXX. They responded that they received my request. I then received a message from someone from their customer service that I need to call them with my PIN number in order to cancel. I don't know anything about a PIN and I let the customer service person know that I have already ported my number to a different company and they are to cancel my account immediately. They keep refusing to do so. I have on multiple occasions contacted American Express to let them know to reverse any charges since XXXX and to not allow XXXX to charge my credit card ever again. They said they would do it, but then they re-charge my card because they say the merchant told them I never provided the PIN to cancel the account and then they also keep allowing new charges. I just completed a dispute with them again today, but they seem reluctant to say they will no longer allow charges from this merchant. I am commission only at my job and I don't have time to spend trying to resolve this issue over and over again. If someone could help me get it resolved, I would sure appreciate it.
Company Response: Closed with monetary relief

Timely Response

2019-06-02

San Antonio, TX

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I am XXXX and have depended on this card to receive my goverment monthly benefits for almost 10 years now. My account was hacked on or about XX/XX/2019 and account was closed on or about XX/XX/XXXX totally unbeknownst to me and also ( 1 ) day before goverment funds were due to arrive. After almost 10years one would think some kind of leeway would suffice the sudden without notice closure of account to a XXXX indiviidual non the least. Additionally, after account was closed on XX/XX/2019 XXXX, I was unable to get in touch with any company rep by email, phone or otherwise due to no longer being member. A [ POBox ] address was only alternative offered to respond to hacking of my account. I am totally disappointed with American Express and its sub " Bluebird Services ''. Please Help Thank You. .
Company Response: Closed with non-monetary relief

Timely Response

2019-06-02

Lowell, AR

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: XXXX/XXXX, XXXX, XXXX AND AMERICAN EXPRESS ILLEGALLY PULLED MY CREDIT.
Company Response: Closed with explanation

Timely Response

2019-06-02

WI

Other features, terms, or problems

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

Other problem
Complaint: Roughly around XX/XX/2019. I was shocked to have received a message from American Express stating that credit limit was forcefully decreased by roughly 33 % ( went from {$10000.00} to {$7000.00} ) which directly impacted my credit score by 25 points. Since receiving the card, I had a much lower limit. Over time, I was given periodic increases, maybe 3 over the years and got it up to {$10000.00}. I received many promotions for new cards, but i was happy with my current one. I have not missed a payment, I have not had any abrupt credit issue that would impact my score, and I take pride in being a responsible credit card user. Never in my wildest thoughts, being responsible would result in being directly retaliated against resulting in credit damage impacting my ability to receive the best rates I had earned through credit worthiness. I am hoping to get the resolved and reinstated as this was not in the terms of my agreement.
Company Response: Closed with explanation

Timely Response

2019-06-02

Inverness, FL

Trouble using your card

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

Can't use card to make purchases
Complaint: NOT THAT ANYONE ACTUALLY READS THESE COMPLAINTS, BUT AMERICAN EXPRESS HAS ALWAYS BEEN DIFFICULT TO DO BUSINESS WITH AND CONSIDERING THEY ARE NOTHING BUT TROUBLE TO DO BUSINESS WITH : CLOSE MY ACCOUNT AND STICK THE CARDS UP THEIR XXXX. THIS COMPANY SUCKS AND SHOULD BE ALLOWED TO TREAT CUSTOMERS IN THE NASTY WAY THEY DO AND THEN EXPECT PAYMENT FOR SAID NASTY SERVICE AND TREATMENT! When I was given credit by American Express my physical address was on my application & account. American Express CHANGED my physical address using the Postal Service National Change of address update system to my PO Box on their own. I was forced to obtain a PO Box when my mail was stolen from my home address. The USPS requires several ID verifications before granting a PO Box , so my ID was confirmed along with my physical address per the Patriot Act. American Express restricted my credit account even after I called them on XX/XX/19, when they assured me my account was ready to use and my card was valid for purchases. I then went shopping later that very day and was declined because American Express in fact lied to me and had restricted my account because THEY CHANGED MY PHYSICAL ADDRESS on my account to my PO Box thru their use of the USPS address updating service. Even after calling them yet again, American Express refuse to fix the problem and refused to unlock my account which apparently had been locked for MONTHS. American Express and their credit reporting service Experian should be investigated by the Dept of Justice, FTC, Federal banking commission, and state regulators for deceptive and unfair business practices, along with discrimination against military customers & veterans for their targeting military customers for use of APO & PO Boxes. Additionally since American Express owns and operates one of the largest credit reporting services, they are very much aware of my physical address which they use often and should have fixed my account months ago, but elected NOT too.
Company Response: Closed with explanation

Timely Response

2019-06-02

FL

Fees or interest

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

Problem with fees
Complaint: On XX/XX/19 my AMEX bill was due. I had misplaced my bill and I paid it in full on XX/XX/19. This was the first time, after charging tens of thousands of dollars on my AMEX card, that I have been late on a payment. They charged me a {$35.00} late fee and an interest charge of {$32.00} for being three days late. This is an exorbitant amount for being three days late. Regardless, I paid these unreasonable fees when they appeared on my new bill on XX/XX/19 - the due date. I just received my new bill due XX/XX/19 and it shows another interest charge of {$36.00}. I could not understand why I was being charged interest again when I paid the previous bill in full and it included the late fee and an interest charge from the XX/XX/19 bill. So, I called and asked the representative - XXXX to provide a customer courtesy and waive all the charges. He asked me to wait a few minutes and he would check if he could do so. He returned to the line a stated he couldn't. I requested he cancel my credit card. I beleive this is criminal. I paid my bill in full and on time. The payment I understood included the late fee and interest as stated on my bill only to learn on your next bill they continue to charge interest that you thought you had already paid in full. I also beleive this is terrible customer service.
Company Response: Closed with explanation

Timely Response

2019-06-02

Lk Buena Vis, FL

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XX/XX/2019, I used my American Express membership benefits to book travel through American Express ' portal. XXXX advertised flights to XXXX from XXXX for {$880.00} for 2 people including travel insurance. Before booking I checked the " Baggage Fees '' tab to see that the carry on and first checked bag showed " No fee ''. This made the advertised price a good deal, as it seemingly included baggage which if I had booked directly with the airline, would have cost me more money. I proceeded to book the flights with the insurance. On XX/XX/2019 I decided to check everything on XXXX XXXX 's portal to make sure all of my information is correct, and also to add in my passport information. I came to find that my booking had no luggage associated with it. This is when I initiated a call with American Express to find out what happened. The call started at XXXX and lasted 39 minutes, no extra information was able to be gained during this time and I was told to call back later. At XXXX I called again and spent 14 minutes on the phone explaining the situation before getting disconnected. I was called back at XXXX and spent 4 minutes on the phone being told that there is nothing that can be done and to essential deal with it, I asked to speak with a supervisor and was placed on hold before being disconnected again. This time with no call back, I believe the representative terminated the phone call. I reinitiated a call at XXXX which lasted 40 minutes. During this time I explained the situation once again and the representative connected me to a supervisor. This supervisor 's name was XXXX she explained that she has heard of this issue before in almost the same circumstances. I throughly enjoyed being assisted by XXXX and felt she actually cared about my situation. I told her I had a screenshot showing the no fee advertisement and she requested I send that to her which I did at XXXX. XXXX said she would file a case and attach the screenshot but warned me it could be some time before I heard back as I do not travel for 10 months, not a problem. On XX/XX/2019 at XXXX I received an email from another supervisor ( XXXX ) asking to resubmit the screenshot as they can not view photos when posted in the body of an email. I resent the screenshot at XXXX on the same day. XXXX emailed me back at XXXX stating that I can not be compensated at this time and that I must fly, pay for the baggage out of pocket and submit the invoice for review by upper management after my vacation, with no guarantee that I would be compensated. I replied at XXXX stating that American Express is false advertising and that I will be filing complaints with CFPB and the XXXX. That is the end of my correspondence with American Express over this issue.
Company Response: Closed with monetary relief

Timely Response

2019-06-01

Ann Arbor, MI

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 non-monetary relief

Timely Response

2019-06-01

Oceanside, CA

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

2019-06-01

Milwaukee, WI

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

2019-06-01

Oceanside, 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: In response to complaint # XXXX on XX/XX/2019, American Express falsely stated : We show a XXXX XXXX purchase for {$300.00} posted to your account on XX/XX/2019. We reviewed the charge and based on XXXX XXXX criteria, it was determined the charge in question did not match a XXXX XXXX. For this reason, a {$250.00} statement credit will not be issued. We understand how important these types of credits can be to our customers. We regret any frustration this may have caused. This is completely incorrect. Per the rules of the credit ( attached ), I selected a hotel from the list published at XXXX. The confirmation I sent with the original complaint matched this ( attached again ). I have complied with all rules of the credit and expect a refund. If American Express comes up with another lie, I will initiate arbitration as American Express is violating its policies.
Company Response: Closed with monetary relief

Timely Response

2019-05-31

Coconut Grove, FL

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2019-05-31

Brooklyn, NY

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Company Response: Closed with monetary relief

Timely Response

2019-05-31

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: American Express advertised a welcome bonus online, the reward was in the form of points. I met the qualifications of the welcome bonus, however, was not awarded the points. I filed a claim with AMEX, and they did not give me the points. I filed a claim with CFPB, see attached response letter from American Express. AMEX admitted in the attached written response, that over the phone, their employee, a representative of their company, that I would receive my points. " Regrettably, we found an instance where we told you that youd receive the bonus MR points in four to six weeks without confirming that there was no welcome offer on your account. '' They are not standing behind what they advertised online and they are also not standing behind what they admitted their employee promised me. I want AMEX to make things right, and give me what was advertised on their website, and what their customer service rep promised me over the phone, which they admitted to, in writing, on the attachment.
Company Response: Closed with explanation

Timely Response

2019-05-31

Marengo, OH

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with explanation

Timely Response

2019-05-31

Las Vegas, NV

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

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

Investigation took more than 30 days
Company Response: Closed with explanation

Timely Response

2019-05-31

Glendale, CA

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I sold my personal vehicle to someone out of state for the negotiated price of {$64000.00}. The ad was posted on XXXX with a {$1500.00} deposit required if a buyer clicked " Buy Now. '' The buyer made the purchase and sent the deposit via XXXX ( NOTE : the buyer left a note on his transaction to me stating that this is the initial deposit ) on XX/XX/2019. After several discussions and inspections regarding the vehicle, the buyer decided to move forward by asking to send another payment of {$5000.00} via XXXX to avoid bringing more than $ XXXX cash ( NOTE : the buyer left another note on his 2nd transaction to me on XXXX stating the terms and final calculations of his 1st & 2nd deposits leaving only $ XXXX to be paid in cash ) on XX/XX/2019 and flew in to pay the remainder in cash ( {$58000.00} ) on XX/XX/2019. Car was sold, title was transferred, and the car was taken the same day. XX/XX/XXXX the buyer makes his first bogus chargeback with American Express of the 1st deposit ( {$1500.00} ), and on XX/XX/XXXX his second chargeback with American Express ( {$5000.00} ) stating that I apparently offered the buyer a {$6500.00} refund after the purchase. This is untrue and absurd. American Express reports this information to XXXX and then XXXX withdraws {$6500.00} from my account. I immediately respond to XXXX 's dispute with the following : " The buyer is making a false and untruthful claim. There was no discussion regarding any refund on this deposit. The XXXX posting required a non-refundable deposit after the buyer 's offer was accepted. Most importantly, the buyer completely stated in his 2nd XXXX transaction ( Transaction ID : XXXX ) to me that the initial deposit was calculated in the overall total of the purchase price. I have attached a screen shot of the transaction below where the buyer fully calculates the {$1500.00} deposit into his calculations when making his 2nd deposit. In addition, I have attached a complete PDF of our conversation via text, and on page 19 ( XXXX XXXX, XXXX ) you'll also read the total amount of cash which was discussed to bring with him was {$58000.00} ( after both XXXX transactions ), which confirms his calculations in the XXXX ( Transaction ID : XXXX ) as well. Please let me know if you need additional details or have any questions. '' XXXX confirms that based on my documentation and the buyer 's notes, that this dispute is indeed bogus and should be resolved in my favor immediately. Given all the proof, documentation, and overall timeline this was without a doubt an act of fraud on the buyer 's motives while American Express supported his actions. During the back and forth discussions between XXXX & American Express, Amex completely disregards my proof, the buyers notes, and the overall common sense in this transaction in order for the dispute to end in the buyer 's favor. I was robbed of {$6500.00}, and expected XXXX & American Express to resolve this matter in the most ethical, legal, and unbiased way possible. This was not the case. XXXX 's response to all this was " You win some, you lose some ... '' and Amex did not hesitate to defend their customer regardless of whether they were in the wrong or right. As a merchant, I would never allow Amex payments to be processed ever moving forward. But, as a customer who is willing to cheat others and perform malicious premeditated acts of fraud, then rest assured Amex will always have your back.
Company Response: Closed with explanation

Timely Response

2019-05-31

Phoenix, AZ

Fees or interest

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

Problem with fees
Complaint: My bill due date with America express was XX/XX/XXXX I paid it on XX/XX/XXXX the total amount due of {$110.00} on the new month of XXXX I paid {$400.00} on XX/XX/XXXX. American express did not count this towards my XXXX bill and now has charged me a {$38.00} stating my XXXX payment didnt count for XXXX. Requested reversal of late fe and was declined the agent wouldent identified them self all in screen shot of chat.
Company Response: Closed with explanation

Timely Response

2019-05-31

Colts Neck, NJ

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
Complaint: I have never made a late payment on this account since I opened it in XX/XX/2006. I got an alert through my XXXX XXXX app that I was late but had no clue I had a bill due as I haven ' used it. I immediately called and paid it off to XXXX balance.
Company Response: Closed with explanation

Timely Response

2019-05-31

NC

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: This account does not belong to me. I have been disputing it for a while. I have attached my id theft report please remove this account. I am a single, struggling, middle class father. This account has caused me a lot of unnecessary hardship.
Company Response: Closed with explanation

Timely Response

2019-05-31

Ridley Park, PA

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 XX/XX/XXXX, I went to XXXX XXXX website to purchase a flight ( {$160.00} ) - I was invited to have my trip price offset by {$200.00} ( a statement credit ) If I was approved for an AMEX DELTA credit card - It stated that, after my credit, I would owe nothing. I took the bait - I was approved. Keep in mind I still need to purchase my flight! A prompt offered to give me my credit card number RIGHT NOW ( over the internet? ) and stated " If you'd like to make purchases online you can get your account number now or you can wait for your account card in the mail ''. I figured " I only want my flight and I don't want to lose the {$160.00} price so I will NOT go online and make purchases, that sounds unsafe anyways, lets just get that statement credit! '' So I selected " send card in mail '' Well I never had any opportunity to use the newly approved charge - there was no option to use the account for payment - I HAD to get the number online right then. One would expect that the approved card would be used for THIS current application. Why wouldn't it? They certainly CAN do that if they wanted to. This is desined to mislead. Trust me - it is. I used an existing AMEX account I have - I called AMEX- they said " too bad '' and LITERALLY told me " the account number pops up for a fraction of a second, we are sorry you did not get it ''. I would have to purchase another flight in order to get a statement credit-
Company Response: Closed with explanation

Timely Response

2019-05-31

DC

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/XXXX I redeemed XXXX XXXX XXXX XXXX for what I believed would be 2 {$100.00} gift cards ( they are advertised on the rewards site as gift cards ). I bought them with the goal of immediately using them to buy a round trip ticket from Washington to NYC for travel on XX/XX/XXXX. Instead of gift cards as I believe would be reasonably understood from the marketing, I received, by mail, 2 {$100.00} gift certificates ; these did not arrive until XX/XX/XXXX, precluding me from getting a better price on my train ticket, which rose by {$100.00} in the intervening time. The certificates are only redeemable in person at an XXXX ticket counter. I had purchased the certificates under the assumption that they would be usable as any other gift card, through the XXXX website. I do not believe the expectation that in this day and age a consumer redeem paper certificates at a ticket office is reasonable, particularly because the most likely time for a consumer to do this would be at the train station, thereby guaranteeing the highest purchase price and lowest redemption value of the certificates. I live across town from the ticket office and can not invest the additional hour to redeem them in person independent of a trip. I further find it misleading to market these products as gift cards through the rewards website. When I called to complain ( Amex does not take electronic complaints ) I was told that I could not be refunded ; when I asked to escalate I was denied the opportunity to speak with a manager.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-30

Fort Washington, MD

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