AMERICAN EXPRESS COMPANY

2019-04-25

Brickerville, PA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-04-25

Hazle Township, PA

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

2019-04-25

MI

Fees or interest

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

Unexpected increase in interest rate
Complaint: Received notification with my bill a few days ago that my apr was increasing to 23.4 % and penalty apt to 29.99 %! I spent over an hour with 3 different individuals at the credit card company. None of them was helpful and they passed me on to another number, which said they would not speak with me unless I gave me a copy of my credit report, I have had this card for 40 some years and ordinarily pay my bills in full. I suspect Im being penalized by them for a dispute for a partial balance with a mover. Thats the only change on the credit report I looked up since I bought a condo in XXXX when I had a score of XXXX. I was always happy with this card-they would even thank me for my long term membership every time I called. Now they rest me like XXXX. Help!
Company Response: Closed with explanation

Timely Response

2019-04-25

Naples, FL

Struggling to pay your bill

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

Problem lowering your monthly payments
Complaint: I have had an American Express XXXX XXXX XXXX for approximately ten years. I have NEVER been late making my payments. In late XX/XX/XXXX or early XX/XX/XXXX I secured permission to spend {$1800.00}, as I planned to travel north to visit family. I planned on purchasing furniture and clothing for my son and paying hotel bills, all just using one credit card. At the time my " Pay over Time Balance '' was about {$1400.00} with a limit of {$3100.00}, at the time adequate to absorb about {$1700.00}. When I returned home in late XX/XX/XXXX, I learned my limit was reduced to {$2000.00}. I was not able to place more than {$600.00} on pay over time, which then raised my minimum monthly payment to {$1100.00}. I have made payments of {$150.00}, {$300.00} and {$610.00}, for XXXX XXXX and XX/XX/XXXX. When I call to complain I speak to someone in a foreign country who doesn't understand English. A collector called 3 days straight harassing me and badgering me to make a payment. I have explained that my payment is " delinquent '' because they have reduced my credit limit unbeknownst to me, and that their actions have interfered with my ability to handle my other obligations, but they indicate that they could care less. All they want is their payment which is impossible for me to make. Also I had almost XXXX reward points down to about XXXX and no one can explain their disappearance. I am considering legal action.
Company Response: Closed with explanation

Timely Response

2019-04-24

Shiloh, PA

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

2019-04-24

Manhattan, NY

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-04-24

Poway, CA

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 non-monetary relief

Timely Response

2019-04-24

Baton Rouge, LA

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

Timely Response

2019-04-24

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Company Response: Closed with explanation

Timely Response

2019-04-24

Nyc, NY

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 own an Amex Platinum Card that promises certain benefits to induce you to pay a hefty annual fee. Among them is a XXXX XXXX XXXX membership. I have been trying since last XXXX, online and on the phone with Amex, to receive this benefit. Until today I have been unsuccessful and Amex always tells me it will be resolved in 5 days and then nothing happens. No resolution, no information. Every time you talk with a different person on the phone, are put on hold, get cut off, have to tell the same story multiple times and waste a lot of time. Amex should deliver the promised card benefits or refund my fee. Thanks for your help.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-24

South Florida, 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: A transaction was cancelled in the amount of XXXXThis was an order for a pair of shoes thru XXXX XXXX.The order was cancelled within 2 minutes after it was placed.The transaction went thru using XXXX. American express put a hold on my account for XXXX on XXXX XXXX.This was supposed to be released by Amex today XXXX.They have not.Now they are blaming XXXX XXXX for the hold. I spoke with multiple people from Amex, including a person maned XXXX that stated hes a supervisor.All he did was lied to me regarding the issue. There's no reason for Amex to lied regarding availability of funds. Its terrible that they DO NOT PROTECT credit card holders from fraud, when they are the guilty ones!!! The XXXX its fraudulent charge and I want the money back into my account. No excuses. In closing this is not the first time that I had this issues.10 days ago, I made a a purchased and they charged ( amex ) twice.I had to spend many hours with them to get it resolved.
Company Response: Closed with explanation

Timely Response

2019-04-24

Knoxville, TN

Unable to get your credit report or credit score

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

Other problem getting your report or credit score
Complaint: I am using XXXX XXXX credit card since 2 month but I could not see my credit card in the credit history scores. This card is not visible and it is not help my credit score..
Company Response: Closed with explanation

Timely Response

2019-04-23

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

2019-04-23

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with explanation

Timely Response

2019-04-23

TX

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: In direct contradiction to their cardholder agreement, American Express has refused to credit my account for a fraudulent transaction of {$10000.00} that was charged to my account on XX/XX/2018. Despite repeatedly contacting them for the past 9 months about this issue and making it abundantly clear that I have neither authorized nor aware of what this charge is -- regrettably as of this inquiry, I still have no resolution ( nor credit ) for this fraudulent charge.
Company Response: Closed with explanation

Timely Response

2019-04-23

San Francisco, CA

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 furious. Both my grievances had no resolution and were referred back to XXXX XXXX in area in which he could not and should not be expected to be able to help. Its not his specialization on these issues. Additionally I was told by membership services that I was not ALLOWED to call the membership line to correct errors, help find providers, or ask questions severely limiting my access to your service when XXXX is not available and direct contradiction of the purpose of membership services which is to assist with the above, the benefits packages which tells me to call this number with concerns, and even recent correspondence that directs me to call with questions and concerns while simultaneously and confusingly directing all issues even ones not appropriate for him ( previous XXXX non payments ) to XXXX XXXX. Please remove all restrictions on my access to XXXX XXXX XXXX that help administer my care. I further demand we create a plan to make me whole on payments and submissions that have now had to in some cases be resubmitted or misprocessed 3 times and payment times have often been over 90 days. Im not willing to use the exact same system that has failed nearly a dozen times so I can be repaid and recycle the money to continue seeing my providers. Further every time I seem to submit valid bills there appear to be numerous errors in processing and unfair wait times and thus without a plan to how things will be different in the future it would be unreasonable to expect working with XXXX just to receive my benefits I handsomely pay for will not continue to be nearly a full time job of vigilance, excel spreadsheets, and waiting for you to fix your own errors. The following math you wrote does not make sense, a closed account cant go from a {$24.00} balance to over a $ XXXX balance when no new charges can be made as the account has been closed, and statutory timeline had passed to make any changes to a closed account based on a billing error or a fraud dispute. On XX/XX/2018, we sent you a credit balance refund for the {$24.00} credit on your account, leaving you with a {$0.00} balance. The payment made on XX/XX/2018 was returned by your bank as you advised the payment was not authorized. We issued a credit to your account on XX/XX/2018 for {$1.00}, leaving your account with a New Balance of {$2000.00}. We are unable to issue credit for this balance. Your account has not been charged off or settled as you mention in your correspondence. You mention XXXX as the required balance I am happy to pay it close out this matter and have.
Company Response: Closed with explanation

Timely Response

2019-04-23

Greenwood, CA

Written notification about debt

Debt collection: Other debt

Didn't receive notice of right to dispute
Complaint: My company uses American Express Global Business Travel ( GBT ) to handle our business trips. On XX/XX/XXXX I made a reservation for a one week stay in XXXX XXXX for business travel. I used the website to make the reservation. It was very difficult to find any hotels available so I ended up choosing XXXX XXXX XXXX as it was practically the only one available that week even though they were more expensive than I had a travel budget for. The trip was planned for XX/XX/XXXX so I made the reservation as soon as I had my management approval. After reviewing the total cost of the hotel with my manager, we realized it was way over the budget and it would be best to find a cheaper one. I tried once again, but this time I called American Express GBT and spoke with an agent on XX/XX/XXXX. I explained the situation and told her I had found a cheaper hotel where the rest of my team was staying at. The agent made some calls and assured me that XXXX XXXX XXXX allowed her to make the cancellation and there would be no penalty. I even had her confirm what she said because I wanted to make absolutely sure I would not get charged. Only then did I tell her to proceed making the reservation for the new hotel. The trip was confirmed and I received the invoice and email confirmation for the hotel stay. After my return from XXXX, I noticed that I had 2 charges on my credit card, one from the hotel I stayed at and the other from XXXX. I thought surely it was a mistake and that American Express would fix the issue. I submitted an inquiry on XX/XX/XXXX with American Express GBT and created a case. I received a phone call from a representative and she said she would work with XXXX to find a resolution. She was able to confirm that there was a cancellation number that XXXX XXXX system generated thereby proving that the cancellation was confirmed without any issues. She said they would get back to me with the response from XXXX. After several back and forth conversations, I got an email on XX/XX/XXXX from American Express GBT indicating that XXXX had rejected the refund due to their policy. And as far as American Express GBT, they also added that they could not give a refund for a vendor error and that my case was closed. I had paid my American Express bill of {$3400.00} out of my own funds because I wanted to avoid penalty fees and was confident that I would get a refund due to the mistake that was made by either the system, XXXX or American Express GBT. But instead I was being told that I had to pay for the system mistake. I was very disappointed by the way GBT had handled my case so I shared what had happened with other co-workers. I was told that something similar had happened to another teammate. He advised me to open another case and insist so I did. I made several more phone calls each time having to speak to different GBT representatives who continued to tell me to wait and that I'd hear back from them, but I never would. So I continued to call back even if I had to repeat the same story over and over again. I even managed to escalate to some supervisor who assured me they were doing everything possible to resolve this matter. I was also told that even if XXXX did not refund me, GBT would be able to refund me the money due to the mistake. After ongoing calls, I finally got a final response from GBT on XX/XX/XXXX via an auto-generated email sending me the exact email that was sent to me in XXXX. This was severely disappointing since I had been assured by several representatives that my case had been escalated and they had contacted XXXX again and that GBT would pursue the refund, etc. etc. But when I got the email with the exact response that I had gotten in XXXX it confirmed that the last few months of my calls and acknowledgements that my case had been escalated were completely false. It seems nothing further was done and the default answer was that XXXX refused to give the refund and that GBT was not responsible. Therefore I the customer get penalized for a system mistake and for believing the GBT agent 's assurance during my phone conversation on XX/XX/XXXX that I would not be penalized for the cancellation. This mistake has cost me {$3400.00} and several months of time wasted in believing that someone was actually trying to help get me a refund.
Company Response: Closed with explanation

Timely Response

2019-04-22

Coral Gables, FL

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
Company Response: Closed with explanation

Timely Response

2019-04-22

Menlo Park, CA

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 non-monetary relief

Timely Response

2019-04-22

Plattekill, NY

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2019-04-22

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: American Express Serve is a gangster company perpetrating as a credit card company. This is the second time another company has issued a refund. American Express Serve holds this refund for an average of two weeks. They keep finding excuses for not releasing my refunds. They always blame it on the other company. Both times it is American Express that is robbing consumers. The first time they lied on XXXX XXXX. This time they are lying on XXXX. XXXX has released my money ( {$790.00} ). This company stated I wouldnt see it until XX/XX/XXXX. My car note is due today. They keep hanging up the phone on me. These folks are very unprofessional. This company needs to be closed down. American Express Serve employees are taught to lie to consumers. They are taught to use delay tactics in refunding consumers money. Please close this company doors if possible. If they are doing a XXXX, a XXXX XXXX XXXX XXXX just imagine how they are doing the average consumers. Something must be done to stop this criminal enterprise.
Company Response: Closed with explanation

Timely Response

2019-04-22

GA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Overcharged for a purchase or transfer you did make with the card
Complaint: I visted XXXX on XX/XX/2019 at XXXX XXXX XXXX, XXXX, GA. My total came to {$44.00}. The transaction was declined twice. I notified the manager whom checked their POS System & advised there was no authorization or transaction on file. They swiped my card a 3rd time at another kiosk, the tranasction was approved then. I checked my account to find 3 separate charges IAO : {$44.00} Each with the funds debited from my available balance. I called Bluebird & spoke with 4 different people including 2 supervisors who offered zero solutions, disputed with me that all the charged were approved, only reading from a script stating the charges will remain on my account for 8 calendar days. I want My Funds Back Available on my card Immediately! There needs to be an Investigation into this company which has been outsourced to XXXX, they only understand their own culture, Never taylor an Appropriate resolution for each unique customer issue, they do Not Listen yet persists to rudely interrupt, they charge erroneous fees, leave you on hold, then hang up on you.
Company Response: Closed with explanation

Timely Response

2019-04-22

Lowell, AR

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 froze all my Membership Reward Points in my account. This is unacceptable, I have more than 6 credit cards with them. I always pay my credit cards on time and my annual fees. ( Including my American Express Platinum {$550.00} and American Express Gold {$250.00}. ) I don't understand why the company is taking advantage of consumers. I am very upset with this situation. My points are still frozen and I have my anniversary trip next week and I can use the points??? I will close all my accounts. This is abusive, to say the least!!!! I need to get access to my points ASAP!!! American Express is ripping off consumers, is not fair I can not use my points. I need a resolution!!! THIS COMPANY IS NOT OPERATING FAIRLY FOR CONSUMERS!
Company Response: Closed with explanation

Timely Response

2019-04-21

CT

Fees or interest

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

Problem with fees
Complaint: I signed for an American Express Blue Cash Everyday Preferred credit card last year. The card was supposed to waive the first year of annual fee. In XX/XX/2019, I called customer service of AMEX inquiring about the exact time of incoming annual fee for the second year. I was told my annual fee will not be charged until XX/XX/2019. However, my credit card was charged a so-called " prorated '' annual fee on XX/XX/XXXX without any explanations. In the XX/XX/XXXX phone call, I specifically asked when my credit card would be charged the annual fee and the customer just stated the annual fee would be charged in XX/XX/XXXXwithout disclosing the " prorated '' annual fee. I called the customer service again trying to resolve the issue. The customer service said she was going to dispute the charge without guarantee of canceling the charge. By the time I am writing this complaint, 144 hours has passed without a respond from American Express. I strongly protest such deceitful business practice and therefore file this complaint.
Company Response: Closed with explanation

Timely Response

2019-04-21

MA

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: At the end of XX/XX/2019, I received an offer for a Gold American Express Delta miles, offering me XXXX miles if I opened an American Express Card and spent {$2000.00} within the first 3 months. I was surprised as I had received this same offer at least a year earlier, was awarded the XXXX miles and then closed the account. I called American Express and spoke verbally to a customer service representative and asked her to confirm ( at least twice ) that I was eligible for this offer. She actually put me on hold to check. I clearly stated that I did not want to open a new account, obtain a new card, if I was NOT eligible for this offer, for the XXXX miles. When I received the new card in the mail, I began the process of adding this card to my online profile/account and decided at that time to confirm the award of XXXX miles. I called American Express three times beginning on XX/XX/XXXX and all three reps said I had not been eligible for the offer. I asked them to honor the offer as it had been confirmed to me by the rep. All three times, they said the would listen to the recording when I opened the account/card - and someone would get back to me. I know there is a recording out there of the rep confirming I was eligible for the XXXX miles. No one ever replied to me and I am angry that I opened this account, which has affected my credit record - and was completely misled - and lied to by American Express.
Company Response: Closed with explanation

Timely Response