AMERICAN EXPRESS COMPANY

2019-04-20

Douglasville, GA

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

2019-04-20

Jupiter, FL

Problem when making payments

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

Problem during payment process
Complaint: I had to put a stop payment on american Express because they were putting in their payments automatically when there was no money in the bank. Then when I made a deposit to cover the bills they still were doing it and XXXX was charging me every time they did it so I put a stopped payment on the account and now I lifted it on the phone with the three way with the supervisor, and now American Express is still charging me the stop payment fees when they agreed to pay the bills. Could you please have American Express list the stop payment fees as there was money in the bank but they refused to pay it when I called it in to XXXX Bank. I am waiting for XXXX on the neck and can not run to XXXX Bank to lift the stop payment in person so since XXXX promised to lift the stop payments American Express is still charging me for it.
Company Response: Closed with monetary relief

Timely Response

2019-04-20

Soquel, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Im writing this in regards to a 60day- late payment report made by American Express . I have an American Express Platinum card and I had made a reservation using XXXX on XX/XX/18 for {$920.00}. I had canceled this reservation within the time allotted stated on XXXX website. However, XXXX refused to refund me my full purchase amount and wouldnt provide me with any credits close to the amount I paid. I called American Express hoping and submitted a dispute a few days later in XXXX of 2018. American Express kept closing the dispute and said there was nothing they could do after the inquiry they made with XXXX. Over the last 9months I requested over 8 times for them to reopen the dispute and when I called them in XXXX the would not dispute the amount and stated it was my responsibility to pay for a service that I never received even though I should have been refunded the full amount. I explained that because of this high transaction amount I would need more time. They were not reasonable and demanded payment immediately for a service I did not receive. I called them a few days ago after they harassed me by phone to pay this balance, and I paid it in full and stated I will still dispute the transaction at a later time. I always make on time payments with any creditor and I do not have any derogatory remarks on my credit. Can you please help me remove the 60-day late payment as American Express is treating me unfairly? Thank you for your time!
Company Response: Closed with monetary relief

Timely Response

2019-04-20

Saint Clair, MO

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
Complaint: I have noticed that AMEX have placed an inquiry on my XXXX credit file dated XX/XX/2018, XX/XX/18, XX/XX/18 As you probably know, Credit Reporting Agencies treat inquiries as a statement of fact and will not allow a consumer to dispute them. I requested both AMEX and XXXX to verify these inquiries. Since it is against federal law ( Fair Credit Reporting Act -- 15 USC? 1681b ) for an entity to view a consumer 's credit report without a " permissible purpose, '' I am writing to inquire as to their alleged purpose, for doing so since I did not apply for employment with their organization nor did I request credit from their organization. Based on the evidence in my possession, this inquiry was performed under false pretenses as described in the clear language of the law. 15 USC 1681n ( a ) ( 1 ) ( B ) states, in part, " in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure are { { {$1000.00} } }, whichever is greater ; ''
Company Response: Closed with non-monetary relief

Timely Response

2019-04-19

Deerfield Bch, 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

Timely Response

2019-04-19

Hamburg, MN

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting, activating, or registering a card
Company Response: Closed with explanation

Timely Response

2019-04-19

VT

Fees or interest

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

Charged too much interest
Complaint: American Express - I'm being charged way too much interest on my American Express Blue Card - the rate is 24 %. My credit score is above 740. I make all my payments on time. I use the card and pay it off in full each month. I have made repeated requests via phone and chat to have my interest rate lowered and I'm denied each time.
Company Response: Closed with explanation

Timely Response

2019-04-19

Randolph, MN

Closing your account

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

Company closed your account
Complaint: AE ( American Exp ) have closed 4 credit cards I had altogether without a legitimate reason. They sent me notice in mail stating that " it was no being used for its intended purpose. When I called ( twice on XX/XX/XXXX andXX/XX/XXXX ) and asked what it meant by " not used for intended purpose, both representatives said that the cancellation was a result of business decision. When I asked to clarify that, they said they have no more info than that and no one will be able to provide me with further info. They said I can write a letter to their CEO but it won't be helpful. I have a good credit score and always pay the credit card payment on time. One of the cards I have been used for years. There are two cards that I have for a few months and just paid membership fee. I have tens of thousands bonus point on a card that I lost as cancellation of card. I have financial loss as a result of AE cancellation without a clarification.
Company Response: Closed with explanation

Timely Response

2019-04-19

Key Biscayne, FL

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/2019 I opened an American Express XXXX XXXX through a bonus offer to earn XXXX XXXX points after spending {$4000.00}. I have held many Amex cards in my life, and use them both for personal and business spending. My husband and I own several businesses - including a real estate business, food service business, and a vending machine business. I made thousands of dollars of charges on the card and met the spending requirement of {$4000.00} in mid-march. I confirmed this with an agent who informed me the points were in the process of being transferred. Unfortunately during this time I received a refund from a merchant which dropped my spending amount below the threshold required for the bonus. I did not discover I had dropped below the requirement until chatting with an agent later in the month to inquire about why the points hadn't posted yet. They informed me about the refund, and also informed me my account was under review and all charges were being reviewed to make sure I actually met the bonus spend. Since then I put significantly more charges on the card and once again confirmed with an agent that I had again met the spend requirement. However, I was now told all of my Amex accounts were under review and they could give me no information about my XXXX bonus. I asked for why my account was being reviewed and they provided no information. I asked if I would be getting the bonus that i had earned on the XXXX and I received no information. I seem to be being told that my account is under review for abuse, which I don't understand because I achieved the bonus spend requirement fairly. Amex seems to be refusing to provide the bonus that was advertised in the application, and likewise doesn't inform me why. I need some help in communicating with Amex to get a clear answer as to what is going on with my account and why they are not providing the bonus on my XXXX card. Any help is appreciated.
Company Response: Closed with explanation

Timely Response

2019-04-19

Phoenix, AZ

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 XX/XX/XXXX I loaded XXXX dollars onto my American Express card card and did not realize until I got my statement online that my money was deducted from my card that when I looked and saw that I did not have my card in my possession I called the company and they sent me a PDF file fraud documents to fill out but I don't have a computer and my phone does not have what needed to fill out and upload and I ask three different occasions if they could take over phone or send bye mail or email address so I can send this back and they kept telling me after explaining that I don't have a computer or a way to get to the library or money to fax im on a bus and have no cash except XXXX cents it has be back to them in two days I won't be anywhere to fax or use computer until the XXXX of XXXX I really need my money back it was not me that used the card nor does anyone have permission to use my card
Company Response: Closed with explanation

Timely Response

2019-04-19

Winton, CA

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: American Express duplicates charge off of the same credit card account on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX in the amount of {$6000.00}. I request AMEX Cease and Desist. Due to age discrimination I have been unemployed since XX/XX/XXXX when laid off from FICO as a XXXX XXXX XXXX. I request AMEX Cease and Desist to settle account at 60 % and immediately sue. Judgement will fall off consumer credit report after 7 years.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-19

OH

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: On XX/XX/XXXX, I had a last minute cancelation at a XXXX XXXX and was charged a fee on XX/XX/XXXX ( {$200.00} ) I opened up a dispute with Amex to remove it, and during this dispute XXXX reversed the fee. On XX/XX/XXXX, XXXX refunded me. On XX/XX/XXXX, Amex gave me a {$200.00} credit pending decision of dispute. I told Amex that XXXX had refunded me so they could close the dispute. Amex then reversed their initial credit of {$200.00}. ( XX/XX/XXXX ) Things are now settled. On XX/XX/XXXX, Amex issued me a correction charge for the misposted credit for {$200.00}. This is where that took money from me. I opened up a dispute shortly after regarding this mis-adjustment. On XX/XX/XXXX, they finally gave me credit for their mistake of {$200.00}. ( At this point, things are settled ). On XX/XX/XXXX, they issued me another correction of {$200.00}. The issue is still not resolved after multiple attempts.
Company Response: Closed with monetary relief

Timely Response

2019-04-18

Ft Trumbull, CT

Problem adding money

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: A check deposit in the amount of XXXX made on XXXX shows funds availability date of XX/XX/XXXX, the processing time frame chosen is ten day days, XX/XX/XXXX is months away not ten days. The transaction ID was provided in prior complaint. That complaint pertains to this error, XXXX XXXX with Bluebird replied and referred to BMA ( Bluebird Member Agreement ) rather than look into the issue, it appears to be a technical error. The BMA has nothing to do with this technical error, I chose ten days a processing time frame instead of money in minutes and again, its showing available on XXXX XXXX. Despite what the rep claims, I did in fact make a call in re and brought it to that rep 's attention, I did not imagine this and the reason there is no record if it is because they do not record and or make note of every call they receive.. If they did record and or make note of every call then their records would be quite extensive to say the least. Needless to say, their claim of no record of call is bogus. Funds should be available on XX/XX/XXXX, which is ten days, not XX/XX/XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-18

Ft Lauderdale, FL

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I started getting phone calls from the listed number to discuss my American Express credit card. I had previously had an American Express card, but the last payment on it was made back in XXXX and therefore, any alleged amounts owed have been time barred by the applicable statute of limitations and is no longer on my credit report. Today on XX/XX/XXXX, I spoke to them on the phone, and they repeated were attempting to get me to revalidate the old alleged debt by giving them a new due date. I told them that I had no idea what they were talking about and asked for them to send me the paperwork with respect to this debt. They then said they can open up a new card for me if I paid off the old debt in full. I again said that I was not going to pay anything until they send me the applicable paperwork. They responded by saying that they can only do that once I confirm a due date for this alleged debt, and repeated tried to get me to state a due date over the phone despite my unwillingness to. I immediately hung up the phone on them. Clearly, Am Ex is now trying to collect old debt that they can no longer legally collect.
Company Response: Closed with explanation

Timely Response

2019-04-17

Phila, PA

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 monetary relief

Timely Response

2019-04-17

Jacksonville, FL

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with non-monetary relief

Timely Response

2019-04-17

Woodland Hills, 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

Timely Response

2019-04-17

San Francisco, 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 explanation

Timely Response

2019-04-17

Melbourne, 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

2019-04-17

Newton, MA

Fees or interest

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

Unexpected increase in interest rate
Complaint: On XX/XX/XXXX at or about XXXX XXXX, a call was placed to American Express customer service to request a lower interest rate. Spoke to a person whose name XXXX ( person had an accent not completely sure ) who suggested I change from the American Express Blue to the American Express Every Day Card. I agreed on the condition that I could get a lower fixed rate. Was offered 16 %, requested lower. Person explained that interest rate would be a particular plus price. The next offer was 14 %. Reiterated that I was looking for a fixed rate. I was assured that the new interest rate on the new card would be 14 % fixed as this was my condition to change my card to the Every Day Card. Based on this information I agreed to change from American Express Blue to American Express EverDay. Knowing this call was recorded I went over the terms of the card several times. At the end of the transaction all parties were in agreement that the interest rate would be fixed at 14 %. Received the first bill, int rate was as agreed. Upon receiving the second bill, interest rate was now 14.25 % not the terms I agreed to. Complaint filed in XXXX. reiterated the agreed upon terms. The matter would be researched, tape of telephone conversation would be reviewed. Was offered XXXX credit to compensate for the rise in interest rate. Called back on XX/XX/XXXX to check the resolution and was told to call back in another week. Called back on XX/XX/XXXX. XXXX stated that there was no complaint, he explained that he prime rate increased, interest rate can not be fixed. Explained that was not what I was told when I agreed to the new card. I was assured that the interest rate would be 14 % fixed. He then verified that a complaint was filed and closed on XX/XX/XXXX with no resolution. Requested the termination of my account as this was not what was agreed to. I was assured 14 % fixed and expected American Express to honor the agreement on XX/XX/XXXX. Called was transferred to XXXX to close the account. She set up another complaint stating the tape of the phone call would be listened to to determine if I was told the interest rate would 14 % fixed and in which case they would honor the promise. She explained that the customer service made his statements in error based on my complaint. I told her this was supposed to be done back in XXXX. Requested I call back in 5-7 business days to check on the resolution. On XX/XX/XXXX, called and spoke XXXX. Tape was listened to, there was no error. Once again attempted to explained how interest is tied to the prime rate. Asked her to stop her explanation as I stand by what I was told on XX/XX/XXXX and that my account is to be terminated. Any and all charges were to cease immediately.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-17

Livingston, NJ

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-04-17

Phoenix, AZ

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 had been invited to apply for the XXXX XXXX XXXX XXXX card with pre-approval notes from American Express and marketing from XXXX for this card to apply before the date of XX/XX/XXXX to be eligible to receive a promotional bonus, specifically to receive 100,000 points by making {$5000.00} worth of purchases within 3 months of account opening. I researched with both American Express and XXXX websites to see about the eligibility to receive the promotional bonus. American Express indicated a new application is eligible as long as I was not a current card member or previous card member within 30 days of the American Express XXXX Card or were a previous owner of a list of XXXX and XXXX/XXXX XXXX cards or had been a cardholder of any of these cards with another issuer. I have NEVER had another hotel credit card before in my life with any hotel chain, let alone XXXX. This led me to believe I was eligible for this promotion as I rarely sign up for credit cards and so I proceeded with the application. Upon completing and submitting the application from the American Express site that indicated my pre-approval for the card, I got a notification stating I was not eligible for this bonus because of a list of possible reasons that did not apply to me, including some of the following statements : -Number of credit cards opened or closed ( I've only ever had XXXX cards with American Express , and neither have been closed nor are either any sort of major rewards cards ) -History of balance transfers ( I've never done said balance transfer ) -Opening credit cards for the sole purpose of awards ( I rarely open credit cards, but in this case I did want to take advantage of a bonus offer that was advertised TO me. While I have cards with other issuers they each serve their own purpose in my financial portfolio. Additionally, I have never in my life opened or maintained a major rewards card with American Express that yielded me any bonus at all ) -Among other reasons ( which I attempted to contact American Express about to get clarification and was not provided ANY additional information and this attempt at being vague can be quite misleading to consumers ) I feel that I have been mislead by a card issuer to which I have been loyal for over 10 years as a customer. I have been advertised to for a credit card and took the time to do research before applying and ultimately was denied the exact item that was advertised to me. I recognize there are people who open credit cards and play a game of rewards, however I do not often open credit cards for personal use and this is my very first credit card of this kind for any hotel chain. As a customer of American Express since XXXX and have always maintained good standing and never missed a payment, I expected a mutual relationship with a financial institution to treat me as I treat them. I decided to continue with the application because the other benefits of this card are still valuable to me, but it does not change the principle fact that I feel mis-targeted by this company to apply for one of their financial products. I called American Express on XX/XX/XXXX at approximately XXXX XXXX PDT to speak to a representative about this and explained my situation, that none of the items listed on the disclosure accurately applied to me, and she was unable to provide any sort of update whatsoever. I can not fault this representative, but I do fault the institution. I understand that policies and procedures need to be kept internal and confidential, but in a world where transparency is important, telling a consumer why they were offered but then denied a promotion should be a fundamental business practice. I am extremely disappointed with this particular experience with American Express. I feel borderline bait and switch to apply for a credit card and then when I apply for the card American Express makes the decision that I am not eligible for a bonus reward because it costs them some money, even though they have received plenty of mine over the years. Overall I appreciate my partnership with this institution and I have had more positives than negatives and wish to keep my relationship with them, but I wish I felt like they actually valued me as a customer with them, and I have always kept my accounts in good standing with them. I have never submitted a complain such as this before but this is quite unacceptable to me as someone who spent weeks researching and considering applying for a card marketed to me, just to be denied a welcome bonus when I apply. I am hoping that American Express is able to retroactively do something, even if not provide the full bonus, to help this situation for a loyal customer. I recognize we live in a world where people try to play a game and they are trying to protect themselves, but this is affecting people who try to play by the rules and there are plenty of people who play the game who still get approved for these cards. Very disappointed in the direction the company is headed in this aspect. " Too bad so sad '' attitude toward consumers just because a company types out disclosures and putting consumers at fault for everything is not where financial institutions should be headed in this day and age.
Company Response: Closed with explanation

Timely Response

2019-04-17

NJ

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 Serve is a card used by XXXX while filing taxes you can choose to have refund submitted on prepaid card. Well on XX/XX/2019 I received an email stating that there was possible fraud on my account. I clicked the link that stated it was not me. Then I called American Express and let them know to cancel my card and dispute fraud. I was informed that they couldn't dispute charges because they were pending and since it's fraud it may not go through. Then on XX/XX/XXXX the charges totaling {$300.00} went through and I called and submitted dispute. They told me to upload verification form and wait ten days to receive provisional credit. Now it's been more than ten days and no refund. I called three times and now they are saying it could take up to 45 days. This is unfair practices and I need my {$300.00} credited back this is fraud and I am being punished.
Company Response: Closed with monetary relief

Timely Response

2019-04-17

New Bedford, MA

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

Complaint: SENT IN A PAYMENT ON MY AMERICAN EXPRESS INSTALLMENT # XXXX LOAN AND AMERICAN EXPRESS POSTED MY PAYMENT XX/XX/2019 WHAT WAS DESIGNATED AS THE XX/XX/XXXX PAYMENT .AMERICAN EXPRESS DID NOT ADVANCE DUE DATE TO XX/XX/XXXX.THEY TOOK MY PAYMENT AND DID NOT ADVANCE THE DUE DATE ALSO I HAVE REQUESTED IN THE PAST FOR AMERICAN EXPRESS TO PROVIDE MONTHLY STATEMENTS BY MAIL AND THEY HAVE NOT COMPLIED
Company Response: Closed with explanation

Timely Response

2019-04-17

Nyc, 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
Complaint: I was denied a signup bonus ( XXXX points ) for a new American Express Platinum account. I was denied on the grounds that I already had the card, but I have never actually had it. I had a different variant ( XXXX ) for two years but this is a different card with a different product name. Further, American Express never told me I wasn't eligible on sign-up. Usually, the company notifies me with a pop-up window.
Company Response: Closed with explanation

Timely Response