AMERICAN EXPRESS COMPANY

2019-04-07

Greenwood, CA

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

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

Investigation took more than 30 days
Company Response: Closed with explanation

Timely Response

2019-04-07

Federal Way, WA

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: On XX/XX/2019 American Express lowered the credit limit on 2 of my American Express Cards. One was lowered {$8100.00} and the other was lowered {$5000.00}. This occured within minutes of a charge from a lawyer. I had a XXXX balance on each of the 2 Amex cards, and had never missed a payment with Amex or any other issuer.
Company Response: Closed with explanation

Timely Response

2019-04-07

Macclenny, FL

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 am reaching out to you because I feel that I am at a lost in regards to fraud claims that I disputed and that XXXX fails to assist me towards a fair and positive resolution. I submitted a fraud claim within 30 days of the multiple fraudulent charges totaling {$2000.00}. XXXX decided to cancel my account and close the investigation and I am liable for the fraud charges. Their explanation was that the charges were not fraudulent, however they did not provide any supporting documentation nor proper investigation. XXXX based their resolution on the fact that I have been a victim of fraud charges on the past and they assumed that I was negligent with my credit card. I have appealed XXXX 's resolution and provided them with explanation and affidavits, however to this date XXXX has failed to provide me with a positive resolution. I have been a long time customer of XXXX and I have had an excellent payment history and I believe that not only this is an injustice but it is unfair and according to their consumer agreement I should not be liable for fraudulent charges. I really appreciate your assistance in finding a positive and fair resolution to my claim. For ease of reference, I have uploaded some of the last communication letters exchanged with XXXX in regards to the fraud claim. Regards, XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-04-07

Princeton, KY

Other features, terms, or problems

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

Other problem
Complaint: I have had an account with American Express Credit Cards for over 6 months. I have had a {$10000.00} line of credit with them since opening the account. I have a {$4000.00} balance on the account and all payments have exceeded the minimum monthly payment due and have been paid prior to the due date, with no late payments ever. On XX/XX/19, I received an email informing me that they lowered my line of credit to {$4400.00} for no reason. I replied to the feedback link they sent in the email, as they wanted my feedback. I explained that this was completely uncalled for and an unfair business practice. I additionally asked about how to file an appeal and how that process works. I have received no response and would like this this looked into please. I have never had any missed or late payments on any of my credit accounts.
Company Response: Closed with explanation

Timely Response

2019-04-07

Las Vegas, NV

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: On XX/XX/XXXX, my tax refund was deposit into a prepaid serve card through tax act. The amount was XXXX. I notice that when I started to use the card that there were unauthorized double charges I reached out to the Serve card who was very rude I was transferred to two different people. I explained to them that there were charges by both XXXX, and XXXX that I did not authorize. They told me that they looked at it and, the amounts would be credit back to me by XX/XX/XXXX nothing has been credit back to me. There was a charge on XXXX XXXX for XXXX and, a Charge for XXXX on XX/XX/XXXX, and I charge on XX/XX/XXXX with XXXX for XXXX what does not make sense is I do not have a XXXX account. I told them I was going to stop using the card tell it was fixed. Another was mailed ending in XXXX but has a XXXX balance and, the card ending in XXXX has a balance of XXXX they have not even fixed nothing no phone calls nothing. I called both XXXX and XXXX they can't release any information but, did tell me to reach out to my bank, and let them know because the information they have on file does not match mine. Well, of course, it does not because I did not use my card for those purchases.
Company Response: Closed with explanation

Timely Response

2019-04-07

Macclenny, FL

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 am reaching out to you because I feel that I am at a lost in regards to fraud claims that I disputed and that XXXX fails to assist me towards a fair and positive resolution. I submitted a fraud claim within 30 days of the multiple fraudulent charges totaling {$2200.00}. XXXX decided to cancel my account and close the investigation and I am liable for the fraud charges. Their explanation was that the charges were not fraudulent, however they did not provide any supporting documentation nor proper investigation. XXXX based their resolution on the fact that I have been a victim of fraud charges on the past and they assumed that I was negligent with my credit card. I have appealed XXXX 's resolution and provided them with explanation and affidavits, however to this date XXXX has failed to provide me with a positive resolution. I have been a long time customer of XXXX and I have had an excellent payment history and I believe that not only this is an injustice but it is unfair and according to their consumer agreement I should not be liable for fraudulent charges. I really appreciate your assistance in finding a positive and fair resolution to my claim. For ease of reference, I have uploaded some of the last communication letters exchanged with XXXX in regards to the fraud claim. Regards, XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-04-07

Foothill Ranch, CA

Fees or interest

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

Problem with fees
Complaint: On XXXX I got a bill from America express for {$95.00} annual fee I called and changed my card to a none annual fee account and they changed my card send me a new card I already receive it. Now I got another bill do I called customer service because I dont want to get late fee the customer service rap tells me that i should make a payment to avoid any fees I ask her why I changed the account and already reviewed my new card as well U cfpb are jokers r u aware of how banks XXXX off consumers by doing these stupid Fraud making customer to pay for a annual fee that been changed Shame on cfpb Shame on American Express
Company Response: Closed with monetary relief

Timely Response

2019-04-06

Lithia Spgs, GA

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

2019-04-06

City Of Sunrise, FL

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

2019-04-06

City Of Sunrise, FL

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

2019-04-06

Oceanside, 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
Company Response: Closed with non-monetary relief

Timely Response

2019-04-06

Glenarm, IL

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Company Response: Closed with explanation

Timely Response

2019-04-06

Boston, MA

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: This complaint relates to the American Express website functions and misleading navigation tools. While exploring eligibility and card information for the American Express Platinum card the website asks for personal information to verify eligibility. The following screen has an additional navigation button that indicates navigating through this link will provide additional information about eligibility and card rewards, this link actually submits an applications and signs you up for the card delivering a message that says 'welcome, your card will arrive in about a week '. This is a deceptive practice that effects credit score in terms of opening/closing an account, length of account history and a credit check.
Company Response: Closed with explanation

Timely Response

2019-04-06

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
Complaint: On or about XX/XX/2016, my American Express Serve card was closed by American Express for unusual usage patterns. Having been a loyal customer for roughly the 2 years prior to this closure, this came as a shock and surprise as I had routinely used the Serve product with no other customer service concerns. My usage was frequent and well within the rules set in place by American Express when I first signed up for this product. While I did not lose any money, I lost a valuable consumer product that I had come to rely on and used in a frequent and repeated way. I contacted American Express numerous times to inquire about the usage patterns, but never responded to or followed up on. As this product was important to me, I have repeatedly tried to re-sign up for this product, but American Express has repeatedly denied me access to a new product with only vague, unclear reasons. It appears American Express has purposely blacklisted me from this product line. This arbitrary closure has burdened me and forced me to find other, more expensive and questionable products to help me with prepaid needs. It also concerned me that American Express or another company could close my account ( s ) with little to no reason other than me not being profitable to them. I would like to be reinstated or able to open a new Serve prepaid product from American Express. I fear that if banks can arbitrarily close consumer products and blacklist customers from the product in the future, that banks would like to discriminate against any customer they want while hiding behind vague reasons for all its customers.
Company Response: Closed with explanation

Timely Response

2019-04-06

Randolph, MN

Getting a credit card

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

Sent card you never applied for
Complaint: I initially applied for Delta Gold Skymiles Card during their promotional period ( should be described here XXXX XXXX XXXXXXXX ), which ended on XX/XX/XXXX. I filled out the application and got an approval email back, thinking I signed up for the Gold Card. The approval email is here, but makes no mention of which card I signed up for ( can provide full email headers if needed, but this is the text - with my personal info redacted ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Notification Your Card Approval Your Account Number Ending : - XXXX XXXX : XXXX Dear [ My Name ] [ My Name ] Member Since : Today! Welcome to Card Membership! We're excited that you have chosen American Exp= ress. Your new Card will arrive before you know it. In the meantime, you can set = up your online account XXXX XXXX XXXX [ rest of link ], which will let you : Check your balanceTrack your rewardsPay your billSign up for account alerts We're here for you FAQs : XXXX XXXX XXXX XXXX Phone Numbers : XXXX XXXX XXXX XXXX XXXX XXXX Connect Socially : XXXX XXXX XXXX XXXX We want to let you know that you can contact us 24/7 online, via social med= ia, or over the phone, if you have any questions big or small - that's part= of our commitment to delivering our award-winning brand of Relationship Ca= re=C2=AE service to you. Thanks again for choosing American Express. American Express Customer Care Privacy Statement XXXX XXXX XXXX [ rest of link with my member number ] XXXX XXXX XXXX Update Your Email XXXX XXXX XXXXl Your Card Member information is included above to help you recognize this a= s a customer service e-mail from American Express To learn more about e-mai= l security or report a suspicious e-mail visit us at americanexpress.com/ph= ishing. We kindly ask you not to reply to this e-mail but contact us via [ link ] 2019 American Express. All rights reserved. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Found out after I received the card that they signed me up for their Blue Card ( which had no promotional offer ). They also never asked me what the credit limit should be in the process of the application ( automatically assigned 25k to the card, which is far more than I would have wanted for this card ). I thought that this would be a simple fix, but apparently not. My wife and I called customer service to get the signed up for the appropriate Gold Card w/ the promotional offer that we signed up for originally, and wasted over an hour on the phone with them. I was transferred at least 6 times ( back and forth between their Application line and Customer Service ). I was also refused when I asked to speak to management about the issue ( and subsequently sent back to their phone tree ), and then later told I wouldn't be able to upgrade the card to Gold anyhow until a number of months had elapsed. I eventually requested to cancel the card ( because I never signed up for it ), and then they told me that it would impact my credit by cancelling ( which is probably due to the the high credit limit that they gave me ) My wife then called them back and requested to file a complaint with them and then that also went nowhere.
Company Response: Closed with explanation

Timely Response

2019-04-05

Miami, FL

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

2019-04-05

Fred, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Seized or attempted to seize your property
Company Response: Closed with non-monetary relief

Timely Response

2019-04-05

Glendale, 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
Company Response: Closed with monetary relief

Timely Response

2019-04-05

CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have my identity stolen from someone and opened up credit cards without me knowing it.
Company Response: Closed with explanation

Timely Response

2019-04-05

South Florida, FL

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: My card was compromised. On XX/XX/2019, I was traveling to XXXX, FL, I called Ameican Express Serve and notified them that I would be traveling and not put a security alert on my card, I was told that there would be no issue. I got to XXXX, FL and loaded my card only to get to my hotel and the security alert was placed so, I could not use my card. They lifted the security alert. I got back to XXXX XXXX, FL on Monday, XX/XX/XXXX and I really had not used my card or checked my balance. I made a transaction for XXXX, I checked my balance on XX/XX/2019 and realized there had been fraudulent activity on my card. I call American Express Serve and notified the of the 3 Fraudulent Transactions. I was immediately told that I would have to wait for 10 -45 days to receive my monies. However, I advised them that I have never used my card in XXXX Florida nor have I ever used my card at a XXXX XXXX. The transactions occurred in a place where I have never been or shopped. I asked why didn't they lock my card as they had done when I called and alerted them to the fact that I would be traveling to XXXX, Their answer was because I traveled to a different state. I laughed and told them XXXX is still in Florida. I don't feel I should have to wait for my money, because they have the technology to see that I have never shopped at XXXX XXXX, nor have I been to XXXX. I am a single parent and those are monies and it isn't fair that I have to wait, especially when they know that I have never shopped or utilized my card in XXXX.
Company Response: Closed with explanation

Timely Response

2019-04-05

Saint Paul, MN

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: In the first week of XX/XX/2019 Bluebird by American Express ( Amex prepaid card service ) informed me that they would be closing my account and they mailed me a paper check for XXXX dollars. A few days later i lost the psper check and called the mid XXXX to ask if they could void that check and reissue one. The first time i called customer service transferred me to " account protection '' which then hung up on me. I tried again the next day in mid XXXX and spoke to a woman in account protection who told me she had to send my request to the " back office '' and that i should get an email telling me the next steps to take but that she could not give me any kind of time line for this process. It has now been almost one month since that phone call and i have not received any emails or any further communication from Bluebird by American Express. I sent their headquarters a written request, i filed s complaint with the MN attorney general and i filed a complaint with the XXXX. The attorney general told me to file a complsint with this agency as well. So far i hsve not heard of any responses by the company to either the Attorney General or XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-04-05

Chicago, IL

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: AMEXPRESS took out money from my XXXX debit card twice for XXXX on the same day the XX/XX/XXXX or the XX/XX/XXXX and I called them and asked them why they went into my account and return my money that they claim XXXX supposedly took out, I immediately called XXXX and XXXX immediately gave me my money back XXXX XXXX and XXXX are two separate companies XXXX have nothing to do with XXXX return of my money back to my account. My account was closed when XXXX returned my refund of XXXX DOLLARS. I asked AMEXPRESS would they mail me my money they sid they would and never did. I asked them to put my money on my Blue Bird account and they said they could not. I no longer have neither a Serve or BlueBird account I closed them both. I just can not believe AMEXPRESS stole and took my XXXX dollars and lying saying they gave me my money and trying to pretend the XXXX was returned by them when XXXX put that XXXX cents in my account and lied and said, XXXX took out money for their services. XXXX gave me my entire XXXX dollars back
Company Response: Closed with explanation

Timely Response

2019-04-05

Bayway, NJ

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: In good faith and rough draft abstract, I submit that American Express ( Amex ) practices predatory behavior towards its card members, including in my case, which I closed my XXXX card account due to credible, documented, and chronic problems with Amex. This includes on the part of Amex, of its employees intentionally lying, and/or providing wrong, misleading, and inconsistent information and committing blatant acts of incompetence on the part of some of its employees -- -- which for example, if you call 10 times, you can get 7-8, maybe even 9 different answers. Amex repeatedly insisted that I reinstate my XXXX account despite good cause for me closing said account after me being with Amex for approximately 11 years this time, though I was a cardholder from the XXXX 's until XXXX before the Great Recession, which official records affirm that I, XXXX XXXX, closed all my account with Amex -- -- 7 accounts at one point -- -- and all in good standing with 100 % on time payments. Amex customer service never warned me that a hard inquiry on my credit report would be conducted despite my specific inquiries of said concern related to my XXXX account, for I have various identity theft related hard inquiries on one or more of my credit reports, which I have a fraud alert on my credit reports and I have needed to legally change my last name since U.S. Social Security Administration claims as a matter of policy, refuses to change my social security number due to identity theft. Credit report issues of fraud l am in the process of disputing, including two of fraud related hard inquiries from over a year ago, and two recent one 's XXXX deleted immediately without pause for the fraud spoke for itself with an out of state bank credit card application by an unknown party in XXXX via online who provided wrong information, including my real address I maintain as private for security reasons, including due to the internet and corporate American and government corruption and greed that discloses and even sells our personal information without our prior knowledge or permission, despite the foreseeable harm and pervasive reality of identity theft -- -- issues like a scene from the Matrix. Amex fraudulently advised me that I would be approved for reinstatement, though Amex would not clarify how Amex interprets the meaning of approved or its definition of reinstatement versus reactivation, which they used synonymously. Amex is privy to the confidential services our small business conducts, therefore, we legally record all calls, which related to Amex credibly corroborates its employees preying on me to reopen the XXXX account and their textbook rambling of appreciating my card membership and how I am a valued member of the Amex family, blah blah blah. Amex even lied to me that my XXXX card was not closed and that I can continue to use said account and that they have no record of me requesting to close said card. So I legally played dumb to listen to Amex lie to me, for I have in my possession an email and letter from Amex and legally recorded calls affirming my request to cancel said account. Though in side note, this is not about me being denied reinstatement, for I do not need Amex to live my life or do business, for Amex has only caused me problems with its employees related problems abbreviated herein, for I specifically advised Amex to close said XXXX account after Amex incompetently mishandled for months, a credible dispute with XXXX XXXX XXXX, which cost me lost business because my phone service was wrongfully suspended for weeks, which I almost lost my phone number of nearly 20 years, which thanks to Amex 's lies and incompetence in its various systemic mishandling of basic card related matters, including credible charge disputes, created a perfect storm of problems, while Amex plays god, assuming life evolves around Amex. Moreover, Amex is privy to the fact that I, XXXX XXXX, cancelled the request for reinstatement, which its employees repeatedly lied, misled, and tricked me to get me to reopen the account, rather than respect me and my right to choose what is right, best, and necessary for me, not them, premised on Amex 's years of mistakes, especially with me paying {$250.00} a year in membership, which Amex owes me a refund for the annual fee, for I initially wanted to and expressed my intent in not renewing or simply cancelling my XXXX account after a major problem with two lost mailed payments, which Amex went veneficiously and maliciously predatory on me with legally recorded disrespect, harassment, threats against my credit report and cancellation of my Amex accounts. Amex promised that if I remained a card member that Amex would waive the {$250.00} annual fee, though in postscript, Amex said that it can not waive the fee until I am billed, which would be months later. So when I was rebilled, Amex played stupid. And for what? Money? Classic greed. Not to mention Amex 's understanding and having the responsibility and decades of experience, thus the wherewithal and 101 commonsense, that a hard inquiry will stay on a consumer 's credit report for 24 months give or take. And the negative impact hard inquiries have on one 's credit score, especially for a consumer, who is a human being first and foremost, a victim/survivor of identity theft. Another hard inquiry for credit I did not ask for or need, while Amex goes on with its business as if no harm done when in fact first priority is " Do no harm, '' which must never be an option. Amex still processed the reinstatement request I cancelled not once, but twice, even though Amex assured me that I would be approved and that they are aware of my situation as an identity theft survivor, which my credit score of XXXX and one, only one alleged late payment that is in dispute with the credit bureaus, and unrelated loans that are also in dispute, which said loans are in good standing, are some of the credible facts of the criminal impersonation matter of identity theft involving my family uncle, a convicted drug felon, who first stole my identity when I was only XXXX, which has caused me a lifetime of legal and related problems ever since. Amex was provided by my voluntary full disclosure of the credible facts related to identity theft, though in its XX/XX/XXXX declination of reinstatement letter rambling on and on about why I am declined Amex scapegoats me as if I applied for new credit, that its employees did not prey on me to reinstate my account, and that it is my fault for said identity theft so Amex can use the disputed items on my credit report against me. Though as even Amex admitted by phone, Amex would not have closed my account if I did not request to close my account, which has been in good standing from day one. And my credit reports indicate 100 % on time payments with all my creditors, which includes Amex. The nexus of the issues all lead back to Amex and its predatory practices and fraudulent conduct in its culture of greed, that Amex refuses to acknowledge as Amex plays ostrich and victim. So in reiteration, this concern of ours is an abstraction of the complicated details of the matter, for we can not disclose the confidential legally record calls or transcripts, nor can we expound on the volumes of information that incriminate Amex with its breach of trust against me, XXXX XXXX, which we have good reason to believe that Amex preyed on me and retaliated against me in material part because I am a XXXX small business owner, who also has physical XXXX, not some rich or wealthy, and/or especially White consumer or major corporation or the government or public figure. Therefore, I am a perfect target for its predatory practices, for when a human being says no, its no. Don't harass. Don't lie to. Don't retaliate. Don't discriminate. I said close the account, therefore there is no need or right for Amex to coerce me to reopen, reinstate the card, but Amex can lie by omission of the harm its translation of reinstatement causes a human being. For we are equal human beings regardless of Amex 's XXXX or XXXX dollar status versus an anonymous XXXX who needs to work to earn his money. Amex lost, not me or any of the countless small business owners or us XXXX, for Amex needs us, otherwise Amex would cease to exist. While we will survive and live and prosper even without Amex.
Company Response: Closed with monetary relief

Timely Response

2019-04-04

Port Jervis, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-04-04

Airmont, NY

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