AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 59
2019-05-28
Great Neck, NY
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Complaint: XX/XX/XXXX - Noon Problem : Both of my American Express Credit Cards were invalid at XXXX XXXX. Action : Called American Express three ( 3 ) times - no solution, just three ( 3 ) hang ups by three ( 3 ) different individuals. Explanation : American Express wants me to get a letter from the Social Security Administration showing the social security numbers for my mother and I are different. Mother has been dead for nearly ten ( 10 ) years. We never shared a card. I asked why? This is weird! I asked that I be given a letter to bring to social security so that they know what to return to me. No good. Each of the three ( 3 ) reps hung-up on me.
Company Response: Closed with explanation
2019-05-28
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Complaint: The American Express website lists several methods to submit a payment. It states that in XXXX you can do a direct debit from your account to theirs ( American Express XXXX XXXX XXXX ). I mad a payment from my XXXX bank account in the amount of XXXX Euro on XX/XX/XXXX and another in the amount of XXXX Euro on XX/XX/XXXX. Both payments were taken from my account and never applied. I am, by the way, an American citizen living in XXXX.
They opened several disputes and requested documented proof, which I provided. This included screen shots of their account number and amount from my bank. Each was closed without resolution, AMEX also claims to have tried to call me but phone records show this to be false. I have also called multiple times with the same result. The last time I called I was told by the representative that he was very sorry and that he would take personal control of the complaint, contact my bank and the account holder on their end to find and return or apply the payments. This also turned out to be false as no action was taken and I received to response.
Today, XX/XX/XXXX, I utilized their online chat function to check on the status and was told I had to call in. When I did call in the representative stated that I did not make the payments and should try contacting the necessary banks myself.
I am incredibly frustrated with AMEX for, at this point I believe theft/fraud, and a complete refusal to correct the issue. I submitted payments as per the instructions on their own website, they lost the money ( or have not tried to locate it ), meanwhile it has not been applied to my account or returned and I continue to incur interest charges, long distance charges for phone calls, and a loss of time fighting with them to correct their error. Customer service states each time ( until today ) that they are sorry and will sort it out. FALSE Please investigate this deceptive and/or fraudulent activity.
Company Response: Closed with monetary relief
2019-05-27
Portland, OR
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
2019-05-27
Bremen, GA
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Application denied
Complaint: My name is XXXX XXXX and i applied for an American Express card and was declined with no reason given. This was on XX/XX/2019. I decided to call the XXXX XXXX XXXX provided.
I inquired from the customer service personnel while i was declined, he informed me my credit score was not a factor in their decision but was based on my past. That i had an American Express card that was charged off over ten years ago. I said that was my past that i paid for with my credit messed up for about seven years because they reported me to the credit bureau. I am a different person now with a credit score of XXXX. I know of people who had their American Express Card charged off in the past and were given or have American Express card. I feel this is discrimination against me. You can't punish some one twice for the same offence. I am a lot wiser and very responsible with my credit history. I will not have a credit score of XXXX without being responsible managing my finances. I will appreciate for you to investigate this injustice and rectify it. Am sure am not the only one discriminated against.
Thank you in advance for your assistance.
Sincerely, XXXX XXXX
Company Response: Closed with explanation
2019-05-27
Broadview, IL
Problem with a purchase or transfer
Credit card or prepaid card: General-purpose prepaid card
Charged for a purchase or transfer you did not make with the card
Complaint: On XX/XX/2019 I noticed an unauthorized charge in the amount of {$750.00}. I contacted American Express immediately to inform them the charge was pending and to cancel the transaction. They advised me that once the charge clears I can dispute it. When I put in my dispute I made it very clear that I was a victim of fraud and I did not authorize this transaction. I received an email to submit a Declaration of Fraud form. I completed the form and submitted it via email. They informed me that my dispute was denied.
Company Response: Closed with monetary relief
2019-05-27
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: I called into American Express in XX/XX/XXXX, to explore new credit card options. I spoke with a customer service rep, XXXX, who was very helpful. We figured out which American Express Card would be the best for me, the Gold Card. XXXX asked if he can sign me up over the phone. I told him sure, as long as I receive the welcoming bonus of XXXX points if I spent {$10000.00} in the first 3 months, that was advertised online. He said it does not make a difference if I sign up online or over the phone, I will get the advertised welcome bonus. I signed up online, met the spending qualification in 3 months, and never received my points. I called in to AMEX, made a claim ( Icare # XXXX ). I explained the call was recorded and they can review the call. This was on XX/XX/XXXX, and I was supposed to hear back by XX/XX/XXXX. AMEX did not get back to me, I followed up once prior to XX/XX/XXXX, and once after. After XX/XX/XXXX, only when I followed up, they said they are not going to reward me the welcome bonus points. I called one last time XX/XX/XXXX and asked if I can review the call with them, because the welcoming bonus was discussed 100 % with XXXX in XXXX of XXXX, and it was also advertised on their website. Yesterday, XX/XX/XXXX, The custom service supervisor, her name was ( XXXX ), said there is nothing she can do on her end. So now I am seeking your help, please, in helping me retrieve my XXXX point welcome bonus from AMEX.
Company Response: Closed with explanation
2019-05-26
Key Biscayne, FL
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Complaint: American Express has my Membership Rewards account frozen and doesn't let me use my earned points in any way. I have contacted them about this in the past and they stated the points would be released after the 90 day review period that started on XX/XX/2019. That review period is over and the points are still not available. I've had 3 calls from the membership rewards team verifying I'm the person trying to use them and when I confirm it, they're puzzled on why I can't use them.
Company Response: Closed with explanation
2019-05-26
Green Valley, NV
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Application denied
Complaint: I have applied for a credit card and also as an authorized user on my wife 's American Express credit cards for which she would be the primary and been denied multiple times for both options. My wife 's various AMEX cards from XX/XX/17 to the present have given them probably over {$80000.00} in business. They are saying that it is because an AMEX account was included in my bankruptcy. I feel that they are illegally blacklisting me. I have contacted their executive offices and explained the situation of my bankruptcy but they refuse to approve either my own card or even being an authorized user on my wife 's card. My bankruptcy is over seven years old. I currently have extremely good credit and by all standards should easily be approved for the card. The bankruptcy which is over seven years old is the only derogatory mark on my entire credit record and I have multiple credit accounts that have never had a problem since my bankruptcy. I have been on Social Security XXXX for many years and our combined income is currently about $ XXXX/yr. My bankruptcy was caused primarily due to medical reasons and my house in Nevada was under water at the time. To prevent the loss of my house it was necessary to declare bankruptcy. I was probably one of the first recipients of a government HAMP mortgage which ended up saving our home. I have never even missed a mortgage payment. Student loans were included in the bankruptcy and the federal bankruptcy judge after presenting my case over a year and a half of submitting proof of my XXXX ruled that I was considered Totally and Permanently XXXX under the XXXX and the student loans were discharged. I have also been ruled as XXXX by a NJ Workers Comp judge in court after being examined by their doctor and the US Department of Education. I consider that they are in violation of the Americans with XXXX XXXX by discriminating against a XXXX person who was forced to declare bankruptcy because of his XXXX. I am considering also filing a complaint with the Department of Justice for violation of the XXXX. I am also an authorized user on my daughters XXXX card for many years which also brings into question why am I allowed on her card and not my wife 's or get my own card. Seems to enhance my discriminatory indiscriminate blacklisting allegation.
Company Response: Closed with explanation
2019-05-26
Santa Barbara, 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: Dear to whom it concern, On XX/XX/2019, I tried to transfer my membership rewards to my authorized flyer account ( XXXX XXXX ), however, I was notified that the system did not allow me to transfer my rewards because my account is " under reviewed ''. I contact the Membership rewards team customer service, they did not give me a specific reason what triggered the review. However, the representative told me it might take 6-8 weeks to finish the review, and before that, my membership reward points are frozen. She also told me if I try to transfer or use my points, the review process will take even longer so I was afraid to use my points during the time. On XX/XX/XXXX, I called the Membership reward team again to ask if my account is finished reviewed by the team and if my points were unfrozen. The representative told me that my account is NOT being reviewed anymore, and he was sure that I can start using my points successfully. On the same day after the phone call, I tried to transfer XXXX points to my XXXX Account through the membership rewards website, but the system still did not let the points go through. I called the general customer team immediately ( because the Membership Reward team was closed at the time ), I told the representative that I was confused because the MR team representative told me I can start using my points but I still can't, and I was also worried that the review process may take even longer because I tried to transfer my points during the time when they are still reviewing my account. The representative told me not to worry because if the MR team gave me the wrong information, they have the responsibility to make the review process shorter. On XX/XX/XXXX, I called the MR team and the representative told me my account was still being reviewed and apologized for giving me the wrong information yesterday, however, there was NOTHING they could do to release my points or make the review process shorter. I am very disappointed because it was not my problem that my account is under review ( every purchase on the statement was normal I really do not know why they are reviewing my account ). Also, the MR team gave me the wrong information causing me trying to transfer my points during the review, which led to a longer time of the reviewing process. I am kindly asking if they can release my points because of the mistake they made.
Company Response: Closed with non-monetary relief
2019-05-25
Southfield, MI
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Card opened as result of identity theft or fraud
Company Response: Closed with explanation
2019-05-25
Bristol, CA
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with explanation
2019-05-25
Sherman Oaks, CA
Attempts to collect debt not owed
Debt collection: I do not know
Debt was result of identity theft
Company Response: Closed with non-monetary relief
2019-05-25
Rialto, CA
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt was result of identity theft
Company Response: Closed with explanation
2019-05-25
AR
Advertising
Credit card or prepaid card: General-purpose prepaid card
Confusing or misleading advertising about the card
Complaint: On XX/XX/2019 a person logged into my blue -bird prepaid debit card without my permission sent my money of {$200.00}. To Email address of XXXX. Transaction ID XXXX From my prepaid American Express blue bird card. I called XXXX 2019 around the afternoon telling American Express prepaid blue bird that was unauthorized transaction and I didnt know the person at all i wanted my money back. Blue bird fraud- department trying saying it was authorized transaction if it was why would call almost every couple days asking for update on the {$200.00} and the status of my money. Why would waste my efforts writing the federal trade commission and also changed the password on the account.
Company Response: Closed with explanation
2019-05-25
Louisa, VA
Trouble using the card
Credit card or prepaid card: General-purpose prepaid card
Problem with a check written from your prepaid card account
Complaint: I have contacted American Express to assist with a duplicate rental car charge to no avail. XXXX has an authorization on my account for {$390.00} and made an additional transaction ( authorized for $ XXXX posted for {$390.00} ) on XX/XX/XXXX and posted it without my permission. American Express has refused to assist in disputing the second unauthorized transaction, citing system constraints that prevent them from deleting transactions. I only authorized 1 transaction ( {$390.00} final posting amount- originally authorized for {$390.00} ) onXX/XX/2019with XXXX and have returned the rental car. However, my account has two ( 2 ) transactions, one for the correct amount and one for {$390.00}. I did not authorize any additional transaction on XX/XX/XXXX or XX/XX/XXXX when returning the rental vehicle.
Company Response: Closed with explanation
2019-05-25
Lewisville, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: On XX/XX/2019 I contacted American Express to pay off/Settle my account.
They offered me {$900.00} to Settle the account and it would be considered paid in full and close the account. The full balance was {$1300.00} originally On XX/XX/XXXX XXXX alerted me that American Express had reported that my account had been charged off. Which is completely inaccurate and False..
American Express has not complied with what they had promised me. They are still asking for {$490.00} more, even after they have said that my payment of {$900.00} would settle the account as paid in full and close the account.
They have lied to me on every account, and now XXXX will not allow me to Dispute this account.
American Express has not sent me any documents as of this date, but I do have proof of my payment with my bank and American Express has a Recording of my Phone Call with them when I settled the debt.
Company Response: Closed with explanation
2019-05-25
Plymouth, FL
Trouble using the card
Credit card or prepaid card: General-purpose prepaid card
Trouble using the card to spend money in a store or online
Complaint: I was rewarded with 4 American Express Reward Cards in the amount {$100.00} dollars each. So for a total of {$400.00}. The cards have a valid thru date some ranging from XX/XX/XXXX and the others being XX/XX/XXXX. After reading the terms and conditions. Which you can see here.
XXXX XXXX XXXXl I called the number on the back of the card to get a clear understanding about the availability of the funds on my cards. I was told since the valid thru card had expired that my funds were no longer available. When I asked whether they could issue me a replacement card they stated no. The number on the card XXXX the link to the terms and condition also reflects that same number. Not to mention that it clears states that FUNDS DO NOT EXPIRE The funds on the Card do not expire.
and that VALID THRU DATE The " valid thru '' date on the front of the Card is the date through which your physical plastic card may be used. This date is required to process transactions at merchants that request a plastic expiration date. Even if the " valid thru '' date has passed on the Card, its Available Balance remains unchanged and intact. If an Available Balance remains on the Card after the " valid thru '' date, call XXXX to obtain a replacement Card or for instructions on how to redeem the Available Balance.
Lastly the Credit Card Act of 2009 Title IV states Expiration date : Under no circumstances may the cards expire sooner than five years after ( 1 ) the issuance of the gift certificate or card, or ( 2 ) the date funds were last loaded to a store gift card or general-use prepaid card. If a card is subject to an expiration date, the terms of expiration must be clearly and conspicuously stated before issuance. The Act also prohibits imposing fees to replace an expired certificate or card if the underlying funds remain valid to ensure that consumers have full use of the underlying funds for the minimum five-year period.
I feel American Express is in violation of the consumer protection act and is operating in the manner for some time.
Company Response: Closed with explanation
2019-05-25
N Brunswick, NJ
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: Hello, I was approved for and received the American Express Business Gold Card, which offered me a bonus of 50,000 MR points for 3,000 in spend in the first 3 months, which I was able to meet and fulfill. I received the bonus points and redeemed them for airline miles through a transfer partner. During this time period, I accidentally paid one bill for {$30.00} for my personal American Express card, from an old bank account that was no longer valid. American Express kept trying to pull from this account repeatedly, so I chatted in and let them know to please switch it to my main account that I always pay from, as I made a mistake, or cancel the payment and let me resubmit and the rep told me they could do nothing from the website, despite being made aware of the error, and i would need to call in during a very limited set of hours. I work during the day, and frankly hate speaking on the phone, so I let the system try the max number of times, at which point it finally cancelled the payment without me having to call in, and I immediately paid it from the correct bank account. This however triggered the algorithms in Amex 's system to raise my APR to 29.99 %, which frankly made me quite angry, as I had consistently paid on time. In response, I closed my personal Amex card, and left my business card open. Because I was so upset at Amex 's service at this point, I downgraded the card from the Gold card to the Green card, which automatically made me eligible for a pro-rated refund of a portion of the annual fee as per the terms of service of the card. This apparently really triggered Amex 's system, and they reversed the MR points which had already been granted and redeemed, which pushed me beyond my limits, as to me this was a violation of trust, and an insult to me as a client, and represented what a truly terrible company Amex had grown into. I had the full intention of keeping the green card open, but this changed the terms, so that I would no longer earn points until the 50,000 MR points were paid back, which is not something I agreed to. I followed all of Amex 's rules in obtaining the 50,000 MR points, and thus this change in terms, attempting to minus my points, made me close the Business Green Card, which was my final Amex card. As per the terms and conditions because the card was still downgraded, Amex is legally required to give me the pro-rated refund of the difference between the Gold and the Green card, which should be about {$200.00}, but they have not done that. They have told me time after time, that they will research this, and that it is being investigated, but nothing has gotten done. My account has this had a {$270.00} balance for the past 4 months, which is affecting my credit report, and frankly being a nuisance. Amex needs to complete their investigation, credit back the pro-rated amount of the difference, and let me pay off the balance so that I never have to deal with them again. If this is not resolved via the CFPB, I will be taking Amex to arbitration via the instructions set forth in their terms and conditions page.
Company Response: Closed with monetary relief
2019-05-25
Newport Beach, CA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with monetary relief
2019-05-24
Tyrone, NM
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
2019-05-24
Palm Desert, CA
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company won't increase or decrease your credit limit
Company Response: Closed with explanation
2019-05-24
Inglewood, CA
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt was result of identity theft
Company Response: Closed with non-monetary relief
2019-05-24
CT
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with balance transfer
Complaint: On XX/XX/19 I accessed my American Express online account and submitted a balance transfer from my XXXX Card account ending # XXXX for {$5000.00}. A few days later I went online and checked the status, the online portal had it listed as a transfer from XXXX XXXX XXXX account ending # XXXX. I do not have accounts at XXXX XXXX XXXX. So on XX/XX/19 at XXXX XXXX I called American Express customer service they assured me they had XXXX not XXXX XXXX XXXX. The lady explained that sometimes that happens as some bank are connected but, again she reassured me she had the correct information. On XX/XX/19 I received a letter from American Express stating that they were unable to complete the transaction because the following check had been returned to them with an invalid remittance address which was : Institution Name : XXXX XXXX XXXX Account Ending In : XXXX Which is incorrect information. I called the balance transfer department on XX/XX/19, the number on the letter and spoke to a gentleman who told me that the information was incorrect for the balance transfer and I explained that they sent it to the wrong place. He cut me off and said if you want it sent to the correct place you will need to initiate another one, I said fine could I go online to do that he said yes. I went on line and it told me I was unable to initiate a balance transfer because the available amount was XXXX. I did the online chat with a customer service representative on XX/XX/19 and explained that I was trying to re-initiate the balance transfer to XXXX, she stated that she did not know where I was getting the XXXX XXXX XXXX information because she shows the balance transfer was from XXXX. I have a photo of the conversation stating this which will be attached. She advised that I will need to talk to the balance transfer department. I called the balance transfer department again on XX/XX/19 and spoke to a lady who was very rude and not helpful. I explained the situation and she told me they didnt send the money to the incorrect place, I have a letter saying they did. She told me that I would need to wait 48 hours and initiate the balance transfer again. I said but, why did it get sent to the wrong place and how can she confirm this wont happen again. She said to initiate and call to verify the information is correct, I explained to her over and over again that I did that the first time and the customer service had the correct information and they had incorrect information and how could this have happened. She just kept saying they did not have incorrect information and they did not send it to the wrong place. I finally hung up on her because she was rude and unhelpful. Today, XX/XX/19 it has been more than 48 hours and I am still unable to initiate the balance transfer as it says XXXX is available. In order to receive the promotion of 0 % I have to initiate by a certain date and that is becoming impossible. I wonder if this is a scam so they do not have to honor the promotion. I find this to be very suspicious, my husband has a separate card and has had a similar experience in which he will be submitting a formal complaint as well, they actually did send the money to the wrong place and he is now carrying a balance that is not correct. I find the actions of this company to be dishonest and deceitful.
Company Response: Closed with non-monetary relief
2019-05-24
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Application denied
Company Response: Closed with explanation
2019-05-24
CT
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with balance transfer
Complaint: On XX/XX/19 I requested a balance transfer for {$3000.00} from a XXXX card account ending # XXXX. When I checked a few days later online it stated it was to XXXX XXXX. I do not have any accounts there. My wife also initiated a balance transfer from XXXX and hers came up as XXXX XXXX XXXX ( she has a separate complaint ). She called and they verified it was correct and American Express customer service explained to her that sometimes the bank name appears different. I received a call from American Express verifying my identity and confirming the balance transfer. I could barely understand the lady as she spoke very broken English but, I did make out the last four digits of the card number was # XXXX. I did not think much of the online portal saying XXXX XXXX as my wife had a similar issue and was told its ok. On XX/XX/19 I checked my balance online and it says I have a {$3000.00} balance from a balance transfer to XXXX XXXX. Again I do not have any accounts at XXXX XXXX. When I click on the transaction it says it was sent to XXXX XXXX Dummy Account, XXXX XXXX XXXX UT. When I XXXX XXXX XXXX it comes up at American Express also the balance transfer says it was credited to XXXX XXXX XXXX, which is not even close to the account number I provided. I did verify that the amount was not credited to the XXXX account. I did the online chat with the customer service rep and she confirmed that the information they had was XXXX and she advised me to speak to the balance transfer department. I called them on XX/XX/19 a gentleman picked up and I explained the situation he said ok ill open an investigation and you will hear something in 7-10 days. Okay thats it? I am expected to carry a random {$3000.00} balance and no one knows how this happened. I called back on XX/XX/19 and gave them permission to speak to my wife. She asked how this could have happened and they couldnt answer, she asked them to verify the information that was entered online when the balance transfer was initiated and the gentlemen told her it didnt matter and an investigation was open. I find the customer service that I have received to be less than subpar. The lack of any concern from the people I have dealt with at American Express leads me to believe they are dishonest and deceitful. I am not sure how one branch of the company could have the correct information and incorrect information. I find these actions to be very suspicious considering a similar situation has happened to my wife. I wonder how many times this has happened to other customers. As of right now I am carrying a {$3000.00} balance on my American Express credit card that I did not authorize and no one can explain to me how this has happened.
Company Response: Closed with explanation