AMERICAN EXPRESS COMPANY

2019-05-09

Chester, NY

Incorrect information on your report

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

Account information incorrect
Complaint: I never was late on this account. I need to see all bank transactions and statements that belong to this company that would prove my payments were not accepted on time or you need to remove these unverified late payments immediately
Company Response: Closed with explanation

Timely Response

2019-05-09

Cocoa, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: AMERICAN EXPRESS CHARGED PENALTIES AND LATE FEES-AFTER DEBT WAS PAID. ACCOUNT WAS CLOSED. THE SMALL WINDOW OF A COUPLE DAYS HAD THEIR SYSTEM CHARGE A CLOSED ACCOUNT AND AFTER NOTIFICATION ADD ON A PENALTY, THEN IN SUBSEQUENT MONTHS CONTINUE TO CHARGE A LATE FEE-SEND IT FOR COLLECTION ; ALL AFTER THE MORE THAN $ XXXXWAS PAID AND RECEIVED BY AMEX. AFTER 45 YEARS WITH AMEX-THAT DID NOT MEAN ANYTHING. THE LANGUAGE BY CUSTOMER SERVICE WAS INTIMIDATING ; AND ATTEMPTS TO BARGAIN FOR EXTRA PAYMENTS MADE.
Company Response: Closed with monetary relief

Timely Response

2019-05-09

Leming, TX

Getting a credit card

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

Sent card you never applied for
Complaint: On XX/XX/2019, I received an advisory from XXXX of a change in my credit file. Credit score lowered. It was a result of a credit inquiry by American Express into my file and a subsequent issuance of a credit card. Additionally I had to pay {$10.00} dollars to a mail service in order to receive the card in a heavy overstuffed envelope with propaganda so that I would be in my possession. The AE envelope had a return address of XXXX XXXX XXXX, XXXX, NE XXXX. The mailer paper holding the card furthe ID 's the sender as American Express National Bank. American Express had " slammed me '' - a term used when a potential service provider inscribes or switches a consumer without permission. I had previously received and email which lead me to a site. As I dug deeper I realized that they were pushing a new credit card. Having plenty of credit. I immediately stopped, backed out ( there was an option for such. and exited my browser to avoid proceeding further. When a called to handle this immediately, they pretended to transfer me to the fraud department. They hung up.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-09

Durham, NC

Other features, terms, or problems

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

Privacy issues
Complaint: I have fallen behind on my payment on my American Express business credit card due to a financial hardship, the 30 % interest rate and slow business sales. With the increased interest rate, the payments rose to $ XXXX/month which caused an additional hardship. The only option I was given for a lower interest rate was to pay the total past due amount and then I would be considered for a hardship program. This was not possible, so I had to let the account go delinquent since I could no longer afford the payments. After not being able to get in contact with me, American Express started calling my husband. On XX/XX/2019, XXXX XXXX ( XXXX ), calling from phone number XXXX contacted my husband on his cell phone and left a message addressed to both of us. My husband is not an account holder on my business credit card and American Express is not authorized to speak with him regarding my account. The manager above shared personal account information with my husband, including the amount due. He also threatened my husband by saying they have his social security number. Today, my privacy was not protected by this American Express manager. These tactics are unacceptable and so I'm reporting this incident to the CFPB. During the past 8 months, I have experienced a death in my family which caused sales in my small business to decline. I am also in the process of relocating to another state, which is causing another hardship. The tactics used by this manager in contacting my husband and threatening that they have his social security number has added more stress on this situation. American Express did not keep my personal information secure and confidential. Instead, they used it as a collections tactic and shared it with an unauthorized person.
Company Response: Closed with explanation

Timely Response

2019-05-08

Greenville, NC

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

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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-05-08

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

2019-05-08

Boston, MA

Getting a credit card

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

Sent card you never applied for
Complaint: I called American Express on XX/XX/2019 and was told that I qualify and am pre-approved for an upgrade to my current credit card, from Gold to Platinum, and that this will come with additional benefits such as additional XXXX Skymiles and XXXX Medallion points. The credit card does have an annual fee of {$190.00} that the customer service representative said she will try to waive. I confirmed several times that this upgrade would be to my existing American Express Gold Credit card, and that since this is an upgrade, my account number would stay the same and that in fact the new card ( Platinum ) would have the same number. the customer service representative confirmed this several time. At the end of the call, I was asked a series of odd questions regarding my income, employment status and other personal information which I found weird since American Express should have had these since I am an existing customer and I was told I was pre-approved for this upgrade. Two days later I received a letter in the mail with a whole new credit card, with a new account number, labeled " new account credit card ''. American Express ran my credit report, and in fact did a whole new application for a whole new Platinum credit card, instead of just upgrading my current credit card. So now I have two American Express credit cards, which is not what I agreed to. So they did this without my permission or consent. This is clear bait and switch, and fraudulent employee practices taking advantage of me and violating customer trust. This is very unexpected, cross-selling or upselling is the practice of deceptive sales practices and is widely known as PINNING. I have contacted American Express several times and spoke with a manager who I escalated this issue to, she stated she will look into it, and provided me with her extension. However, I have attempted two times to reach her and have been unsuccessful because American Express is telling me they can not forward me to her, and that they will try to reach her to contact me. This is a week later and I still have not heard back from this manager. I also contacted American Express executive escalations department via email with all the details, and I have been given the runaround. A member from Executive Offices keeps telling me that my complaint has been deployed to the proper department and that I should wait to hear back from someone. No details were given to me about which department or the time I can expect a call back. My wife just gave birth to my daughter in XX/XX/2019, and we are looking to save money for a downpayment and build my credit. American Express impeded this by running my credit without my consent to submit a fraudulent credit card application for which I did NOT consent.
Company Response: Closed with explanation

Timely Response

2019-05-07

Arsenal, 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

Timely Response

2019-05-07

Dumfries, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-05-07

Fisher Island, FL

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

2019-05-07

Allenwood, NJ

Closing your account

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

Company closed your account
Complaint: On XX/XX/2019 American express abruptly shut down down my account and to date has not provided specific information as to why they shut it down. I was told only in general terms '' " because one or more of these accounts, or other accounts to which these accounts are linked, have been identified as not being used for the intended purpose. '' I have asked them a number of times on the phone, via fax, and via chat for the specific transaction that they feel was not used for its intended purpose and they refuse to answer.
Company Response: Closed with explanation

Timely Response

2019-05-07

Staten Island, NY

Closing your account

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

Can't close your account
Complaint: XXXX XXXX XXXX XXXX XXXX. N.Y. XXXX XXXX Consumer Financial Protection Bureau Re : American Express Asked to close and XXXX out balance on Account ending in XXXX To Whom It may Concern On XX/XX/XXXX I XXXX XXXX called American Express, and told them that I was not the owner of the corporate account XXXX XXXX XXXX. Which held my name in one of its credit cards in the past. I had mentioned to the person that the company had closed.Individual stated the call would be recorded I also stated to the individual to give me the balance on the card which I would pay the amount off and to close the last six digits of account XXXX. The American Express Employee told me the total was XXXX which was drawn from my personal checking account at the time of closing the account XX/XX/XXXX with my permission to ( XXXX ) XXXX out the account balance. Which never occurred. I received a letter from American Express dated XX/XX/XXXX notifying me of the account being closed see attached. I received several past due notices and I called American Express on XX/XX/XXXXspoke initially to XXXX, explaining at the time of closing the account all payments were made. She stood firm in saying that the bill was outstanding and that their was nothing she could do. I asked to speak to her supervisor, Hence the conversation with Supervisor XXXX. These two individuals would not look into the matter to rectify the error made by American Express employee on a recorded line. No one would review the recording that was made on the day of my conversation with the person that closed the account, and on/or about XX/XX/XXXX an ACH amount of XXXX was withdrawn on my personal bank account by American Express. I received a letter dated XX/XX/XXXX from American Express that I had a past due on this same card of {$84.00} and total due at this time was {$150.00}. This notice shows a ( {$0.00} ) difference in amount charged by American Express Employee on XX/XX/XXXX. As the account was closed earlier there should not have been any past due amounts. Company error has created this fiasco. As time has gone by American Express has removed the Companies name from there billing and have assigned the account to me with out my authorization. This is surely a violation of my rights and Financial law.Please see attachments. Confirmation letter closing act ending in XXXX dated XX/XX/XXXX removal of corporate name as well Bank statement showing ach withdrawal by American Express on XX/XX/XXXX Letter dated XX/XX/XXXX with past due amount. With corporate name The company has authorized collectors to call my home on Sundays at XXXX in the morning continue harassment and ruining my credit has forced me to take these actions.
Company Response: Closed with explanation

Timely Response

2019-05-07

Winnsboro, LA

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: American Express called my family members, my minor children, my childs boyfriend, my husbands work associates repeatedly over and over until they each answered and told them all that I wrote them a hot check for {$9000.00}. Which is not true. My husband discussed paying them to settle, but became cautious when they wouldnt email us or send us a letter regarding the settlement. When my sister told this representative that this was very unprofessional, he kept repeating himself to try to make her understand that we write hot checks. I dont know who all they called and I dont know how they got their numbers. We never gave them our minor kids phone numbers and obviously my daughters boyfriends number nor my husbands new business associates. I cant imagine sharing my personal info and harassing innocent people being legal
Company Response: Closed with explanation

Timely Response

2019-05-07

MD

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 opened a " XXXX XXXX XXXX XXXX '' American Express credit card in XX/XX/2019. On the American Express website the sign-up offer was XXXX points if you spend {$3000.00} within the first 3 months. I clicked on this offer and was approved for the card. I fulfilled the {$3000.00} spending with my natural purchases well within the 3 month limit.However the bonus didn't credit to my account. I waited a billing cycle to make sure and still no bonus. I contacted customer service and the representative confirmed that the offer was attached to my account but was rejected. I asked he open an inquiry to why, he said he would call me back with results. I never heard back so I called in again and they reopened the inquiry. After a week with no response I called a third time. The representative said the signup bonus was denied because I had another American Express credit card which I haven't used. The other card referenced was a " XXXX XXXX American Express card ''. I explained to the rep that I opened that card when I was planning some travel to take advantage of its travel benefits. After the opening and booking a flight I decided to only use that card when I'm booking flights. I asked why one card affects another when I explained how I plan on using my Delta Amex card. The representative offered no explanation and only this was the reason they are not honoring the signup bonus for the XXXX card. I received NO warning of this when I was signing up for the XXXX XXXX XXXX XXXX card. If there was any problem with my other account I should have been denied and not mislead that I would be receiving a sign-up bonus. I have travel coming up and was planning to use this card.
Company Response: Closed with explanation

Timely Response

2019-05-07

Milwaukee, WI

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: I went to make a withdrawal from my account on XX/XX/2019 and found that I could not. I was under the impression that the ATM was not in working condition because this particular machine has issues periodically. The following day, XX/XX/2019, I attempted to make a purchase and my transaction was declined prompting me to call AMEX. The balance was not accurate and so I requested to hear the transactions. Upon listening, I find that there has been a purchase made that I do not recognize and request to speak to an agent to get more information about the charge. I speak with the agent, find out that the person used my information in a totally different state and am then put through to the fraud department where I file a dispute about the charge. I can't remember the exact length of time that I was told by the agent that it would take for the investigation, but a replacement card would be mailed out in 7-10 days. I was advised by the agent to go online in order to view a statement so that I could see more transactions. When I did that, I found two more purchases and called AMEX customer service again so that those charges could be disputed. I was again put through to their fraud department, but this time was told that the charge had not actually gone through yet ( funds had been removed from my balance and put on hold ) and I would have to wait until the charges went through in order to dispute the charges. I wait until the following week, either XX/XX/XXXX or XX/XX/XXXX and no card so I call in and am advised that they won't be sending a replacement until XX/XX/2019. I waited patiently thinking/hoping that my replacement would not take 29 days to be issued. On XX/XX/XXXX, I call in and speak to at least three different agents before I have to ask for a supervisor who informs me that the first agents that I spoke with on XX/XX/XXXX and their fraud department never followed up with my dispute. The billing department closed the case and never gave the information to the fraud department. By this time, the second fraudulent charge has now been processed and paid out. I was told that the dispute has now finally been filed and a replacement card will be mailed out. I don't have any faith that this will happen at all.
Company Response: Closed with monetary relief

Timely Response

2019-05-07

Rncho Domingz, CA

False statements or representation

Debt collection: Credit card debt

Impersonated attorney, law enforcement, or government official
Complaint: This is a scam whereby they are asking to ACH debit my checking account for a credit card debt while impersonating themselves as American Express. The phone number that they use is XXXX
Company Response: Closed with explanation

Timely Response

2019-05-07

Rncho Domingz, CA

False statements or representation

Debt collection: Credit card debt

Impersonated attorney, law enforcement, or government official
Complaint: This is a scam whereby they are asking to ACH debit my checking account for a credit card debt while impersonating themselves as American Express. The phone number that they use is XXXX
Company Response: Closed with explanation

Timely Response

2019-05-07

Katonah, NY

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: I upgraded to my amex platinum card from Amex greencard when there is a promotion of XXXX points when I spend XXXX $ on the first three months last year. I spent more than 10000 $ on this card. I was charged the annual fee difference ( from green to platinum ) on the following months in 2018. When I was charged for the annual fee of XXXX $ at the end of XX/XX/XXXX, I thought I was in the second year, I could not afford it any more. So I called to raise my concern. I was offered either keeping my card and spend XXXX $ in three months, I will get extra XXXX points, or I downgrade to another great card, " Amex gold rewards card ''. I selected the second option. And today, I found that my XXXX membership rewards points were removed from my card because that I closed my account within 12 months. After I talk to customer service and membership rewards, I just become aware of this term and condition. I feel so sad, yes, The confusion regarding how Amex count the calendar year mislead me to downgrade my card, However, the customer service agent did not remind me when I downgrade my card, otherwise, I will reconsider. As a customer for 15 years with Amex, I hope Amex could find a solution for my case and credit my XXXX points.
Company Response: Closed with explanation

Timely Response

2019-05-07

Portsmouth, VA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: XX/XX/2019, was contacted by American Express to set up payment arrangements to pay final XXXX. Prior to discussion a statement was read, effectively stating my state of Virginia wont let them collect this debt any longer. American Express is still supplying a late notification to credit agencies lowering my credit score.. I advised the representative that I am on XXXX and due to statement read didnt want any further communications and requested debt be written off, due to length of the debt and my states regulations. Please advise
Company Response: Closed with non-monetary relief

Timely Response

2019-05-07

Portsmouth, VA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: XX/XX/2019, was contacted by American Express to set up payment arrangements to pay final XXXX. Prior to discussion a statement was read, effectively stating my state of Virginia wont let them collect this debt any longer. American Express is still supplying a late notification to credit agencies lowering my credit score.. I advised the representative that I am on XXXX and due to statement read didnt want any further communications and requested debt be written off, due to length of the debt and my states regulations. Please advise
Company Response: Closed with non-monetary relief

Timely Response

2019-05-07

Las Vegas, NV

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: - XX/XX/2019 Unauthorized credit card payment of {$7800.00} issued from my XXXX XXXX XXXX account to American Express as below : Electronic File Trace Number : XXXX Remit Account Number : XXXX Payment Date : XX/XX/19 Payment Amount : {$7800.00} Payee Routing Number : XXXX Payee Bank Account Number : XXXX
Company Response: Closed with monetary relief

Timely Response

2019-05-07

Chicago, IL

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: My membership rewards account is currently " under review, '' and points redemption is currently frozen. I called several times to inquire and was told the following information : - The beginning of the review period was listed as XXXX/XXXX/2019. - I was initially told the review process takes AT MOST 6-8 weeks. - I called after 8 weeks, and was told by a supervisor that the 6-8 week number was incorrect, but it is actually 6-10 weeks. - I called after 10 weeks, and I was told by a supervisor that they can not provide me any information at this time. It has now been more than 11 weeks since the review was initiated on my account. I have been given no information as to when the review will be complete. I have earned more rewards points since the beginning of the review period that I can not access, in addition to the rewards I already had when the review began. This is an extremely unnecessarily long review period, and the fact that there is no end date provided is ridiculous.
Company Response: Closed with explanation

Timely Response

2019-05-07

Evanston, IL

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/XXXX, I was approved for the XXXX ( now XXXX XXXX ) card from the Amex website ( when logged into my account ). It blatantly advertised 75,000 points after {$3000.00} of spending of the first 3 months. There is " lifetime '' language on the terms and conditions of the card that it's for new customers of this card ( I've never had this card before ). I also didn't receive a pop-up from Amex saying I'm not eligible for this offer, something that Amex has been known to do if they target you as not a profitable customer. After spending over {$3000.00} dollars on this card, I called Amex to see when my points would post. The woman on the other line said tepidly that Amex will not be upholding their promotional offer for me. This is very misleading and fraudulent from the customer 's perspective because Amex did not uphold their promotional offer, which is a promise that they will be awarding the customer a certain offer after a pre-determined amount of spending. THIS IS MONEY I COULD HAVE SPENT ON ANYTHING ELSE, and Amex could have TOLD ME UPFRONT that they will not be honoring their promise.
Company Response: Closed with explanation

Timely Response

2019-05-07

Arco, CA

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 or about XX/XX/2019, I initiated a fraud dispute with American Express concerning multiple fraudulent charges made to my account in XXXX and early XXXX of 2019. I was asked to submit an affidavit declaration of fraud form which I complied with and advised that I would receive an update concerning my dispute within 10 business days including a provisional credit to my account. On XX/XX/2019, I received an email advising me that my dispute had been denied because American Express had determined the charges to be valid. Since I know that I did not authorize any such charges, I asked American Express to send me copies of any documents used by them to substantiate the denial of my claim. As of todays date, my requests for such information has been denied. Notably, my subsequent research revealed that American Express has engaged in this unlawful behavior with Serve prepaid customers before. I was referred to as a down-market customer, and my requests for resolution has been ignored. Ive filed a small claims lawsuit which is pending for a XX/XX/2019 hearing. Most disturbingly, however, when I advised them that I have filed a lawsuit my account was suspended. As American Express is well aware, it is against federal law to retaliate against a customer for filing a fraud claim. American Express has flouted the law on this matter.
Company Response: Closed with explanation

Timely Response

2019-05-07

Okc, OK

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I closed my XXXX XXXX account in XXXX of XXXX. I received my federal income taxes around XX/XX/XXXX to my prepaid American Express. I was charged {XXXX} on XX/XX/XXXX to my prepaid American Express. I have disputed the charge three times to American Express has denied my dispute even though I did not authorize this charge. I requested a debt validation notice from XXXX XXXX in XXXX of XXXX. I did not receive any validation information as XXXX XXXX was collecting on behalf of XXXX. I spoke with a supervisor named XXXX whom advised that XXXX sent a letter advising i could dispute the charge and XXXX would not attempt to recollect but would not give a direct company refund for the charge. I requested a copy of the letter per my FDCPA and consumer rights and was advised XXXX could not resend the letter. American Express has no right to pay a charge I am disputing from my prepaid American Express. This has caused me grave financial harm as my this money from taxes was for my kids and past bills. My water was turned off for 3 days due to this issue.
Company Response: Closed with explanation

Timely Response