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 62
2019-05-20
Atlanta, GA
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I am the victim of identity theft another credit file has merged with mine please remove the fraudulent information as soon as possible!! There is an American Express card reported with a {$5000.00} balance that does not belong to me.At XXXX ... I have worked extremely hard to be debt free Please remove this social security number of a Male ... XXXX XXXX, As it's crossed paths and merged with mine, a female named XXXX XXXX, with a totally different credit file and social security number as being reported .. It's a shame that this type of thing goes on. At XXXX, once again I work hard to maintain my credit report having as little as possible, even if that affects me negatively please return my report to the original status before the social security number XXXX was cross with my file ... This is not my social security # ..
Company Response: Closed with non-monetary relief
2019-05-19
Bohemia, NY
Closing an account
Checking or savings account: Savings account
Can't close your account
Company Response: Closed with explanation
2019-05-19
Brownstown, MI
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Reporting company used your report improperly
Company Response: Closed with explanation
2019-05-19
Palmerton, PA
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
Company Response: Closed with explanation
2019-05-19
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
2019-05-19
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: On XX/XX/2019, I made an advance purchase reservation at XXXX for a resort under their official list. This also would qualify me for the {$250.00} XXXX resort credit from American Express, which is why I used my XXXX XXXX card. Since then I have not seen this credit. I have checked the terms of this benefit and it did not exclude any advance purchases : During each year of your Card Membership ( " reward year '' ), you are eligible to receive up to {$250.00} total in statement credits on your Card Account for eligible purchases made directly with participating XXXX Resorts with your XXXX XXXX American Express XXXX XXXX during that reward year. Your first reward year begins on your account opening date. Each subsequent reward year begins on the anniversary of your account opening date.
Eligible XXXX XXXX purchases must be made directly with the participating XXXX XXXX and charged to your XXXX XXXX American Express XXXX XXXX account for the benefit to apply. Incidental charges ( including charges made at restaurants, spas, and other establishments within the hotel property ) must be charged to your room and paid for with your XXXX XXXX American Express XXXX XXXX at checkout in order for them to be recognized as XXXX XXXX purchases. Visit hilton.com/resorts for the list of participating XXXX XXXX. Purchases made by both the Basic and Additional Card Members on the eligible Card Account are eligible for statement credits. However, each Card Account is eligible for up to a total of {$250.00} per renewal year in statement credits across all Cards on the Card Account. Please allow 8-12 weeks after the eligible XXXX purchase is charged to your Card Account for statement credit ( s ) to be posted to the Account. Please call the number on the back of your Card if statement credits have not posted after 12 weeks from the date of purchase. Card Members remain responsible for timely payment of all charges.
I have asked American Express to credit this in a dispute and they have ignored me and violated their own terms and conditions. I have attached proof of the reservation.
Company Response: Closed with explanation
2019-05-18
Arlington, VA
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Complaint: I opened an American Express Gold Card at XX/XX/2019 with the welcome offers, including XXXX points after spending {$2000.00} in three months and 20 % dining cash back up to {$100.00}. When I opened the card, I did not receive any pop-up message from the AMEX saying that I was not eligible to this welcome offer.
However, after completing the spending requirement, i did not receive the promised welcome bonus. I contacted with AMEX customer service and got the response that " I am not eligible for the AMEX Gold welcome offer, because i got a XXXX Card in XXXX and received the bonus on that XXXX Card. '' I didn't see the connection between the old card and the new card. I had accomplished all requirements for the XXXX card and did not close it.
I should got the promised bonus for the AMEX gold card.
Company Response: Closed with explanation
2019-05-18
NY
Written notification about debt
Debt collection: Credit card debt
Didn't receive notice of right to dispute
Complaint: In XXXX if 2018 I was admitted into the hospital and diagnosed with XXXX XXXX XXXX. I was on life support twice and XXXX XXXX XXXX XXXX XXXX XXXX. While the company may have sent out letters I did not receive them due to being hospitalized.
Company Response: Closed with explanation
2019-05-18
San Francisco, 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 Platinum card had an introductory offer of spend {$5000.00} and get XX/XX/XXXX points.
I signed up for this offer and the credit card was approved. When applying or after my application was approved, even after having called the customer support team, I was told that my points were on its way and usually I have to wait it out for 3 - 4 months. ( I spoke to 3 to 4 representative who told me to keep on spending with the card ) 7 months into opening the account, today, I was told that the offer is no longer valid and they would not honor the promotion that was promised to me in XXXX, 2018. The companies, representatives lied to my face and are now denying the offer.
This is not a correct business practice as I was cheated into spending more with the card.
Company Response: Closed with explanation
2019-05-18
MA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: In XX/XX/2018 I closed my American Express credit card account. At the time of closure the balance on my account was - {$50.00} ( negative XXXX dollars ), i.e. a credit balance.
Instead of refunding me the credit balance, American express simply kept the {$50.00} dollars putting the following transaction on my statement : XX/XX/2420 REMOVAL OF CREDIT BALANCE {$50.00}
Company Response: Closed with monetary relief
2019-05-18
Oxford, GA
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 have tried multiple times to cancel this amex credit card because I closed my business. Each time I call they say it is resolved, but I JUST GOT ANOTHER STATEMENT WITH late fees and some charge from a vendor I CANCELLED A LONG TIME AGO. these PEOPLE DO NOT UNDERSTAND when I tell them to cancel the card, then a fee is put on it. Some of the conversations are on chat and some are on the phone. Not sure of the dates, but This is going on for months now and they are getting annoying. the last chat I had, they stated I owed some other disputed fee, then they stated the card will be canceled but it still goes on.
Now my XX/XX/XXXX statement has a fee plus some other amount that should not be on it since it was cancelled months ago.
Company Response: Closed with monetary relief
2019-05-17
Agana, GU
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
2019-05-17
Kendall, FL
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
2019-05-17
OR
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2019-05-17
Bohemia, NY
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
2019-05-17
Forada, MN
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Charged too much interest
Company Response: Closed with explanation
2019-05-17
Sanford, FL
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
2019-05-17
Cutler Bay, FL
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt was result of identity theft
Company Response: Closed with non-monetary relief
2019-05-17
Lewisville, TX
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Complaint: I am disputing the annual fee refund of {$87.00} dated XX/XX/XXXX against an annual fee of {$95.00} assessed on XX/XX/XXXX for my Amex Blue Cash Preferred credit card account.
On my billing statement with closing date XX/XX/XXXX, I was assessed an annual fee of {$95.00}, with the charge posting on the same date. At the time that the fee was assessed, I had not made any new charges on the account since XX/XX/XXXX, so I considered whether I wanted to keep the card account and pay the annual fee or close the card for an annual fee refund.
In my decision-making process, I relied on the following language in my cardholder agreement : You may close your Account by calling us or writing to us.
If an Annual Membership fee applies, we will refund this fee if you notify us that you are voluntarily closing your Account within 30 days of the Closing Date of the billing statement on which that fee appears. For cancellations after this 30 day period, the Annual Membership fee is non-refundable. If an Annual Membership fee applies to your Account, it is shown on page 1 and page 2 of Part 1 of the Cardmember Agreement.
Ultimately, I decided to close my credit card account. On XX/XX/XXXX, I contacted customer service via the telephone number listed on the back of my Amex Blue Cash Preferred credit card with the intention of cancelling the account. This contact was within the 30-day period allowed in the cardmember agreement for closing the card for a full annual fee refund.
When I reached a customer service representative and communicated my intention to close my account because I did not want to pay the annual fee, the representative offered to downgrade my Blue Cash Preferred account to the Blue Cash Everyday product.
In my communications with the representative, I understood the offer to mean that upon the completion of the downgrade process, I would be able to keep the credit card account open and have my annual fee refunded. I had not made use of the card since XX/XX/XXXX and this appeared to be a logical and reasonable retention offer from Amex.
I accepted the offer given by the representative. My online account reflected the change in card product, and I later received updated cards and documents reflecting the change. However, sometime later, I checked the card account activity online and noticed that the " ADJUST MEMBERSHIP FEE '' transaction was a credit only in the amount of {$87.00}, rather than the full {$95.00} I was expecting.
On the afternoon of XX/XX/XXXX, I contacted customer service again via telephone to inquire about the discrepancy. The representative I spoke to mentioned something about the amount being a result of annual fee proration, but offered to submit a dispute inquiry for the discrepancy in what I was expecting. I was placed on a hold for several minutes, but the representative never returned back to the line and it appeared that the call was ultimately dropped.
Later in the day, I contacted customer service again to inquire again about my issue, as I did not believe I had concluded my business in the previous call. This time, the representative I spoke to said something to the effect that my reduced refund was a result of my card having been open at the time the fee was assessed, and that my request to adjust the amount of the annual fee would not be considered.
Assuming that what the representative stated was accurate, I am troubled for several reasons. The first is that, assuming that I have characterized the policy correctly, the proration of annual fees even for downgrade requests within 30 days after the assessment of the annual fee was not clearly communicated to me. I do not recall the representative with whom I requested account closure say that the annual fee assessed would not be refunded to me in full. If I had been aware of this fact, I would have chosen to close the card account instead.
The second reason is that the annual fee refund posted past the 30-day period mentioned in the cardholder agreement in which I would be entitled to a full annual fee refund if I closed the account. If this had happened earlier within the cancellation window, I could have had the opportunity to change my mind and decide to close the account instead. At this point in time, I am outside the stated period, so a request to close the account now would not have any effect on the annual fee refund.
In addition, this proration policy was unexpected to me, having dealt with annual fee refunds from account downgrades and closures with other issuers before ( e.g., XXXX and XXXX XXXX ). In those situations, I have received full annual fee refunds whenever they were requested within the stated annual fee refund period. Amex 's policy does not seem to be in line with the practices of other credit card issuers.
I will also observe that, as I had not used my card for purchases since XX/XX/XXXX, I could hardly be claimed to be taking advantage of Amex 's annual fee refund policy by making use of card benefits just before requesting an annual fee refund by account closure. If I had requested full account closure in my original contact with customer service, I don't believe I would be in this situation now.
To date, I have had mostly positive interactions with Amex, and I have other card accounts with Amex. I feel that on this issue, however, I have been misled by Amex customer service, preventing me from attaining the full annual fee refund by account closure that I originally intended. My customer service experience makes me reconsider whether I should continue to keep my card accounts open and use them for purchases in the future.
Company Response: Closed with explanation
2019-05-17
Stkn, 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
2019-05-17
VA
Communication tactics
Debt collection: Credit card debt
You told them to stop contacting you, but they keep trying
Complaint: American Express continues to contact my workplace phone numbers that are not even mine despite me asking them repeatedly to stop doing so. I told them it is fine for them to contact me at my cellphone number but they are putting my job at risk by continuing to contact me at work. My work has called them to tell them to stop and I have as well yet they continue to do so. I was told by a manager that this would not happen again and it did again today. He did so on a recorded line despite telling me I was not allowed to record them. They also continue calling recorded lines at my workplace.
Company Response: Closed with non-monetary relief
2019-05-17
Torrance, 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: On XX/XX/19 I was sent a promotional offer from American Express to upgrade my XXXX XXXX XXXX card to the new XXXX XXXX card. The offer stated I would receive XXXX bonus XXXX XXXX points if I spend {$3000.00} within 3 months. I requested the upgrade on XX/XX/19 and clicked the link in the email and entered my RSVP code and SS #. I was instantly upgraded to the XXXX XXXX card. On XX/XX/19, I chatted with Amex to confirm my enrollment in the offer and was told that the promotion had not applied to my account. I gave them my RSVP and code and proof of the email and they still continued to deny my enrollment. They claim they will conduct some sort of long, drawn out clandestine investigation that cuts into my minimum spending period but can not manually adjust my account to enroll me in this promotion. Amex is employing bait and switch tactics.
POID : XXXX RSVP Code : XXXX
Company Response: Closed with non-monetary relief
2019-05-17
Bohemia, NY
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: American Express has issued me new card changed the account number, than 2 weeks later they stopped me from using the credit card. They spoke to me on the phone telling me that I will have to fill out a form, notarized and fax it back to AMEX. I did that XX/XX/XXXX, and they told me that there is going to be an investigation with the card from there " Global Fraud Protection Serveries dept ". This person has my identity and using it to change my name on cell phones, and then closing the accounts. In XXXX of XXXX, this person has applied for Medicaid, for me which I was denied. I called many phone numbers to find out where the application came from, and that was a waste of 3 hours.In XXXX I had Social Security fraud until I went up the 8th time to SS office and they took me off computer privileges. He is also, following my charges on accounts. On line banking he was listening to my conversation and kicking my password out so couldn't us the on line banking. I've had Amex for 35 years never did I encounter these problems, before this situation started.
I must of had in 4 years 200 cell phones, with he changing the name, and then closing the service. Not a good feeling that this person can do anything with my name and Social Security number.
Company Response: Closed with explanation
2019-05-17
Lewisville, TX
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Complaint: American Express charge card In last two years I got the same answer twice.
Situation - I called them to cancel my card and told them that they should not honor any more charges post cancellation. They said I am liable for charges for perhaps upto 9 months after the card is cancelled. They told me that it is because, merchants are their customers too and when we use the card for subscription billing, they are liable to honor the merchants transaction even after cancelling the card. This is not right and does not work in favor of card holders who should be in control of transaction.
Pl dig into this as this is a larger issue that affects sr citizens and poor people who are being squeezed by large corporation.
Company Response: Closed with monetary relief
2019-05-17
Bda Vietnam, PR
Communication tactics
Debt collection: Credit card debt
Frequent or repeated calls
Complaint: They want to make payments on a monthly basis, they do not give me the option of submitting the payments in a more comfortable way for me. I explained that due to economic situations that I am slowly solving, I can submit the corresponding payments.
They even asked me if the IRS submitted a payment and that way I paid them the money, I explained that in the case of Puerto Rico it is different and they also asked me in a harassment way if I was married and that.
Company Response: Closed with explanation