AMERICAN EXPRESS COMPANY

2019-05-06

Darien, CT

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 monetary relief

Timely Response

2019-05-06

Bedford, 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

2019-05-06

Ocean City, MD

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
Company Response: Closed with explanation

Timely Response

2019-05-06

Phoenix, AZ

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 contacted American Express through their chat help window to inquire if I was eligible to receive the bonus on their new XXXX XXXX Credit Card. The chat agent assured me that the only reason that I would not receive their bonus is if I had applied for the same card previously, and encouraged me to apply under the pretense that I would be receiving the bonus because he confirmed that I had never applied or held the XXXX Credit Card. I received the card and completed their {$5000.00} minimum spend to receive the bonus on XX/XX/XXXX, and made a payment in full on XX/XX/XXXX. I then contacted their chat agent on XX/XX/XXXX to inquire about when I would receive my bonus points and at this time I was told that I was not eligible and that their chat agent had given me incorrect information.
Company Response: Closed with explanation

Timely Response

2019-05-06

Boston, MA

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: I booked a XXXX XXXX XXXX XXXX property ( XXXX XXXX XXXX XXXX XXXX ) over the phone with Amex Travel back in XXXX last year ( Itinerary for XXXX/XXXX XXXX XXXX ), when it was the time all the properties are not bookable online and you have to call the reservation in order to book. I canceled the reservation on XX/XX/XXXX ( before the free cancelation deadline ) so I'm supposed to receive a full refund of {$240.00} charged on XX/XX/XXXX to my platinum card ending in XXXX. However, up until today I still haven't received the refund and every time when I called the same reservation center, they weren't able to locate the reservation in the system and only told me to wait for a few more billing cycles. I don't think I'll even be able to receive the refund due to the Amex 's faulty system, I'd like to escalate this issue so it would be properly handled.
Company Response: Closed with monetary relief

Timely Response

2019-05-06

Atlanta, GA

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: AMERCIAN EXPRESS VIOLATED " FDCPA/ FCBA '' ( 1692g VALIDATION OF DEBT ) REFUSE TO REMOVE {$2500.00} SUBMITTED BY " XXXX XXXX XXXX OF FRAUD/ UNAUTHORIZED CHARGES WITHOUT MY CONSENT ... NOTE : A FORMAL COMPALINT HAS BEEN FILED WITH " XXXX, FTC AND VA AFFAIRS OFFICE ''
Company Response: Closed with explanation

Timely Response

2019-05-06

Wonder Lake, IL

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: American Express keeps on sending statements negitiating a debt that was paid from 15 years ago. My tenant got sick of these phone calls that started again and sent a letter to stop harassing and how AE costs people their jobs as they report debt on the credit report. The minute the letter from a third party was sent not the actual owner they address a debt collected sent a letter. American Express abuses the consumers rights! and harasses them, I have not sent a letter a third party did telling them to stop contacting the household.
Company Response: Closed with explanation

Timely Response

2019-05-06

MA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Hi, I spend over XXXX XXXX dollars a month with American Express. On Saturday XX/XX/2019 I went to transfer points to several names under my card as we are traveling to Hawaii on Tuesday. I was also transferring points so that I could upgrade my wife 's family traveling from XXXX. To my surprise the account was locked stating the following : This action will not be completed because of an attempt to sell or otherwise transfer Membership Reward points to someone else which is not permitted under the terms and conditions of the program. I was not trying to sell, that is a lie. I was transferring to people who have been card holders for over 4 years. I had to cancel two tix at {$1800.00} a piece as I promised upgrades for the 20 hour flight. I could not transfer points on sat and they opted out of tomorrow trip. I am going to take my XXXX XXXX a month spend to a company that values unless they make this more than right.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-06

Brockton, MA

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-05

Indiana, PA

Closing your account

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

Company closed your account
Company Response: Closed with non-monetary relief

Timely Response

2019-05-05

Tampa, FL

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: they keep charging me for dispute i keep making and they wont credit my card even though the merchant even said the accept the refund and agree to charge back see attachment
Company Response: Closed with explanation

Timely Response

2019-05-04

Sangerville, ME

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2019-05-04

Oxford, GA

Fees or interest

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

Problem with fees
Complaint: Amex notified me 2 months ago that my account is late with a past due balance. I asked them which transactions made up that past due balance. They said that they could not help me. Being that this is a corporate card, I reached out to my company who after a lot of back and forth via emails was able to identify the transactions. These went back to XXXX and XXXX. I paid Amex for the transactions I could identify. However, I could not recognize some of the other transactions. I called the vendors and asked them for receipts ; however, this being 5 years ago they could not help me either. So, I called Amex several times asking them what my options are, and that I wanted to dispute these charges. Instead of helping me in any way, they also slapped me a delinquency fee of {$15.00}. I have an unblemished credit history always paying my accounts on time. However, they have now tarnished it. The only way to communicate with Amex is by speaking to their outsourced reps residing outside US who have very limited authority and knowledge. They do not have any US based customer care line that I could find. So, I am complaining here. If they had brought these late transactions to my account 5 years ago and not now, this would not have even been an issue.
Company Response: Closed with explanation

Timely Response

2019-05-03

Odell, OR

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

2019-05-03

Lakewood, NJ

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2019-05-03

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
Company Response: Closed with monetary relief

Timely Response

2019-05-03

Oakbrook Ter, IL

Trouble using your card

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

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

Timely Response

2019-05-03

Discovery Bay, 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 non-monetary relief

Timely Response

2019-05-03

NH

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Received American Express Serve Prepaid Card in the amount of {$25.00} as a XXXX present. When trying to use the card now, for the first time, XX/XX/2019 there is no balance left on this card. American Express has charged {$5.00} per month for XXXX through XXXX so that there is only {$1.00} remaining. The card was never out of the wrapper until today. It makes no sense that they can charge a fee for a card which is not even out of the wrapper it was sold in. No services have been rendered for which a fee should be charged. This is a rip off from them, getting money for nothing. This is theft by deception for absolutely no benefit. I've called the company and have been told that there is nothing they can do.
Company Response: Closed with explanation

Timely Response

2019-05-03

Temperanceville, VA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: XX/XX/XXXX became a member of American Express through a timeshare. In XX/XX/XXXX after some issues with finance I put all the bills that was allowed under XXXX XXXX XXXX. At that time American Express had submitted my account to XXXX XXXX XXXX, XXXX. ( XXXX ) Acct # : XXXX which is a collections agency. This account has been paid on time since XXXX XXXX XXXX and XXXX XXXX XXXX, XXXX. ( XXXX ) Acct # : XXXX made an agreement. My concern is that it seems American express keeps sending negative hits to my credit account and they should not continue to do this since a collection agreement has been made and is being fulfilled. I am writing you all for assistance because I keep getting a run around from American Express when I call them to update them that their debt is being paid. You are welcome to contact XXXX XXXX XXXX on my behalf my Client ID number is XXXX
Company Response: Closed with explanation

Timely Response

2019-05-03

GA

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: I didn't authorized a hold of {$260.00} from XXXX XXXX in XXXX, Georgia. My card evidently being held previously, or being used by a family member. I don't know have a clue! I know why American Express won't stop this transaction when it is on hold. I need to pay for my for my XXXX medicines. This is the second time filing a complaint against American Express Serve.
Company Response: Closed with explanation

Timely Response

2019-05-03

Bethlehem, 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: XX/XX/2019 Bluebird Customer Care XXXX XXXX XXXX XXXX, GA XXXX To whom it may concern : Im writing this letter regarding My Fraud Report, which I filed on Monday XX/XX/2019 at XXXX XXXX. I received your email dated XX/XX/2019, declining my Dispute and I spoke with a representative via phone call and asked that my case be reopened. I do not believe that the investigation was fairly completed in less than 2 days, nor do I feel that the investigation was true or in the interest of the true situation. Enclosed please find documentation that sustains and corroborates the suspicious nature of the 4 transactions in question that have left me out of {$2500.00}. The activity on my Bluebird accounts show the attempts by whomever to send test amounts before emptying my account. I did not approve nor did I make those transactions. Those transactions have the date and time of when the person ( s ) used my bank account to fraudulently steal my money and the email addresses they used to send four ( 4 ) different amounts of money to four ( 4 ) different people that I didnt approved nor authorize and that were done at a time of early morning where I am still in bed, asleep. I sustain that I do not know any of the email addresses or person ( s ) who received this money. included proof that there was suspicious activity leading up to these transactions in the days prior, where my debit card was locked due to the PIN being changed. I had to contact Bluebird to unlock my card on Saturday, XX/XX/XXXX. I do not know if this incident was coincidence or if it was a precursor to these fraudulent transactions on my account. But I have to believe that I was being set up to being a victim. I hope that this situation can get clarified as soon as possible and my money get restituted. I deserve protection by your financial institution, appreciating my almost 5 years of business with you. Unfortunately, I will be obligated to pursue my legal options in this matter if the situation can not be resolved on your end in my favor, where my assets and my rights are being protected. I believe responsibility in this matter belongs to your financial institution to thoroughly investigate my transaction history for the entire time I have been a customer, where you will find that I have never sent money in these astronomical amounts to anyone and the account holders that belong to the email addresses where the transaction amounts were sent. They are not on my account as approved or added as Bluebird contacts that I frequently use. I look forward to resolving this matter between your institution and myself. But I am prepared to take legal action against Bluebird. Sincerely,
Company Response: Closed with monetary relief

Timely Response

2019-05-03

NM

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Complaint: I have an American Express Bluebird card # XXXX exp. date XX/XX/XXXX in my name, XXXX XXXX. On XX/XX/XXXX I went online to XXXX XXXX to see about sending my XXXX payments to this card. I moved a year ago, so I went about updating my account info first. When I got to the address section to update my info it said I had to enter a physical address ONLY, a PO Box address could not be used. I live in a very rural area, and USPS does not do home mail delivery of any kind. I have no option but the PO Box at the USPS office for mail delivery. All mail goes to " block boxes '' which are physical address based, or to a PO Box at the local USPS office. I have no say in the method the USPS uses to deliver my mail. I attempted to call the ( XXXX ) XXXX number provided by American Express Bluebird at least 10 times and was unable to reach a customer service person. Every call wound up disconnected. On XX/XX/XXXX I tried the same number again with the same results. I then called another number I found online, ( XXXX ) XXXX, at which point I made contact with a CSR. The CSR I spoke with informed me I could not change my address to my PO Box and therefore must use a physical address. I explained the USPS mail situation in my area, and I was unable to receive mail using my physical address. I was told there was no way I could use my correct PO Box mail address, nothing could be done. I let the CSR know that this effectively rendered my American Express Bluebird card useless for my SSDI direct deposits or any other use at all. I read thru the terms/conditions info provided online and saw nothing which requires me to use a physical mailing address only for my card eligibility or use. The only places I was made aware of this " requirement '' was while attempting to update my info on the website and as stated to me by the CSR. I have no problem with providing BOTH my physical address AND my PO Box mailing address for their verification and record keeping purposes for my account. But they refuse the option of using both addresses, and therefore are refusing me the use of my debit card which they have issued me to use. It is my opinion that this practice by American Express Bluebird card ( as well as other card services ) is unfair and discriminatory. The card issuers require account holders to have a means by which they can make contact with customers via paper mailings, yet make some customers unable to comply by disallowing the use of PO Box addresses for mailings. People such as myself have no choice in the delivery of our USPS mail. This policy is also unfair and discriminatory to those who have insufficient or a lack of banking services available to use. I myself use a prepaid/reloadable debit card because my credit union is 60 miles from my home, and since its only a savings account I can only get an ATM card. That makes it extremely ( almost impossible ) to do shopping locally or online, auto-pay monthly bills, or conduct most all banking related activities. Policies such as the one I am making the complaint about push people out of participating in normal commerce, banking, and the economy unfairly.
Company Response: Closed with explanation

Timely Response

2019-05-03

Birch Run, MI

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting, activating, or registering a card
Complaint: I had my federal tax refund added to the American Express Serve card through XXXX XXXX website. They said it was faster and easier, in addition I felt more comfortable having a card sent to me than putting my banking information on a website. I was supposed to receive the card on XX/XX/2019 however I never received it. I received my federal refund to my Serve account on XX/XX/2019 and called to see where my card was. At that point I was informed that I should wait longer as USPS can be delayed. I spoke to a rep for 5 min 33 sec. I called again XX/XX/XXXX and spoke to a rep for 4 min 39 sec and again was advised the card should be there, that they recommend I wait a little longer as if I requested another card it would cancel the first one if it finally came. I called again on XX/XX/XXXX and spoke to a rep and supervisor for 11 min 54 sec requesting a new card be shipped. I requested they send me a new one Express, however, they advised it would charge {$20.00} to my account for that and they had no way of waiving that. They shipped the new card out regular mail. I received the card on XX/XX/XXXX, I tried to activate it however the 4 digit security code on the front required for activation was double stamped making it impossible to see what numbers are required by their system. I called again and spoke to a rep and supervisor who tried several combinations for 25 minutes 54 seconds. They told me their was nothing they could do about it and would have to send another card out. They gave no resolution or accommodation for their system or machinery problem. I have funds I can not use because of their issues. They give no resolution to make it better. Please assist.
Company Response: Closed with monetary relief

Timely Response

2019-05-03

Lk Buena Vis, FL

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 non-monetary relief

Timely Response