AMERICAN EXPRESS COMPANY

2019-03-27

Chicago, 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

2019-03-27

Wallington, NJ

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-03-27

Hinsdale, IL

Other features, terms, or problems

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

Other problem
Complaint: American Express Settlement amount was {$8400.00} Paid in less than {$1500.00} received letter from American Express if I pay {$48.00} it will be full and final paid of last {$1500.00}. I paid full an final demand via cashiers check. American Express started collecting and started harassment after full and final paid as per request. My credit has been destroyed.
Company Response: Closed with explanation

Timely Response

2019-03-27

Jacksonville, FL

Other features, terms, or problems

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

Other problem
Complaint: I am a cardmember of AMEX for 21 years. I have 2 Business Platinum products ; one of which I was recently solicited for with a points offer that was miscommunicated and misrepresented ; thus I wrote to the CEO of AMEX, XXXX XXXX, as I was getting nowhere with AMEX Membership Rewards. I was contacted by AMEX Executive offices after sending this letter ( fyi there is no way to phone and XXXX out to a human at the AMEX Executive offices after the initial contact ). While examining my complaint, the AMEX Executive offices somehow put my Membership Rewards Account in a " review status '' which has locked my rewards from being utilized for six to eight weeks. AMEX Customer Service can not unlock ; AMEX Membership Rewards can not unlock. I have spoken to numerous supervisors. I have spent a good 10+ hours of my time this week trying to escalate this issue. I opened report XXXX with Customer Service, I have emailed the executive offices ( XXXX XXXX - who was assigned to me ), phoned and left messages for this individual ( as you can not zero out ) ; as well as put a second written correspondence in the mail to XXXX XXXX. Still no resolution. AMEX is holding my rewards points hostage and I can not utilize them. Meanwhile, I have a Mother that is ill and I am trying to book a flight to see her ; but can not utilize my points. This is unacceptable service by AMEX, specifically for a cardholder of 21 years with 2 Business Platinum products. Please seek resolution on my behalf. It is very possible that other cardholders have experienced same.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-27

Cocoa, FL

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 applied for a Delta Skymiles American Express in XX/XX/XXXX. I was immediately approved for a {$10000.00} limit with a rewards bonus of XXXX miles if I spent {$3000.00} in the first three months. I was vacationing at the time so I spent {$3000.00} in the first month. I still had not received the bonus miles so I contacted American Express today. The representative told me that upon research I did not qualify for the bonus due to misuse of the rewards program and having too many Amex cards. I have one American Express dating back to XXXX. Amex states they sent me communication in regards to the decline of the rewards but I did not receive any communication from them regarding this matter. I could have put the $ 3000+ in purchases on another credit card that honored their rewards program instead of Amex.
Company Response: Closed with explanation

Timely Response

2019-03-27

Berkeley, NJ

Getting a credit card

Credit card or prepaid card: Store credit card

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2019-03-26

Boston, MA

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

2019-03-26

Staten Island, NY

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I was gifted an AMEX SERVE card. Unbeknownst to me, I was charged a {$5.00} fee while the card lay idle. The card packaging clearly shows no fees in NY. NO where on the packaging does it say you have to call and register or activate the card first. In fact, the packages says no activation required. I attempted to recoup the {$80.00} from AMEX. I was denied. The AMEX SERVE team completely disregarded the packaging is misleading.
Company Response: Closed with explanation

Timely Response

2019-03-26

TX

Problem when making payments

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

Problem during payment process
Complaint: In XX/XX/2018, my family and I relocated to XXXX for a new job. The policy of moving money out of XXXX is very stringent, and all money being transferred to another country has to be accounted for, and taxes paid. This process took roughly 3 months for all the paperwork to be filed and for me to be able to move my income back to the US. During XX/XX/XXXX - XX/XX/2018, I had some payments come due with American Express. When I requested either the payment be delayed or for American Express to offer some way for me to make payment directly from XXXX, they did not offer any solutions, and proceeded with reporting late payments during this time. This in turn decimated my credit score. I had an excellent history of payments and was sitting above a XXXX. After the American Express reporting, my score is now below XXXX. Since my situation in XXXX is now stable and money can consistently be transferred, I have not had any additional late payments. The unfortunate thing is American Express widely markets its product as a International/Travel Friendly card, but does not provide any ways of making payment from XXXX. If that option was available, I would not have had to wait until my paperwork was cleared to transfer money back to the US. I have not had this issue with my other cards from XXXX XXXX, XXXX, and XXXX. I have contact customer service on multiple occasions and no help or resolutions have been provided for this unique situation. This was not a situation of not having funds to make payments on time, but rather not having the options to make payment directly from a foreign bank account.
Company Response: Closed with explanation

Timely Response

2019-03-26

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-26

Manhattan, NY

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 explanation

Timely Response

2019-03-26

Arlington, VA

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 have not being using my American Express credit card since approximately 2014. I have not received statements since because the American Express customer service will not change my mailing address or send me a new card after I had been living in XXXX for a while. Amex had my bank account information and they had been withdrawing from my account payments for the credit card but I never received an statement or had a credit card. When I called American Express customer service on several occasions they wouldnt fix the problem. I have recently received a new card and they will still have my wrong mailing address after several phone calls. They also have stated that there are charges made to my account which I didnt incur. I have not received statements since approximately 2014 and they have sent credit cards and statements to the wrong address. Someone else has been using the card and the American Express representative said that he couldnt help me since I am transfered to the department for lack of payment. It is an abuse to customers and I told them to cancel all cards. Apparently there is more than one card in their system and I dont know who is in possession of those cards.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-26

WI

Advertising

Credit card or prepaid card: General-purpose prepaid card

Changes in terms from what was offered or advertised
Complaint: American Express presented fraudulent advertising on the web. I contacted them about this and recorded the call. I have the recording, it is an MP3 file. I disputed with them for months over this to no avail. There was no membership fee listed when I signed up for their card, AE checked on it ( during our phone conversation because4 they would not help me online ) when I spoke to customer service and they said since it was not listed in their advertising, I would not have the fee the first year. So, I agreed to keep the card if they would do as they said and remove the first year annual fee of {$95.00}. They never removed it like they said, so I paid off my charges on the card ( MINUS the {$95.00} annual fee they said they'd remove ) and closed the account. I have the recording that they ADMITTED the ad I responded to did NOT disclose the annual fee of {$95.00}. NOW, they have tacked late fees bringing it over {$200.00} and is ruining my credit!
Company Response: Closed with monetary relief

Timely Response

2019-03-26

FL

Trouble using your card

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

Can't use card to make purchases
Complaint: On XX/XX/2019, I went to XXXX XXXX to reload my American Express Serve Green card. The transaction was denied, but {$500.00} was taken from my debit card. The next day I called the payment services of XXXX XXXX at XXXX and was told to call back the next day when the transaction posted to their database. The next day, the transaction had posted, and I was short {$500.00} on my debit card, and it was not in my Amex Serve account. I was called by a XXXX representative who told me to go to the store and that the store would issue a refund. I received my {$500.00}. But, Serve has had my account locked since XX/XX/2019. I have not been able to take funds off of my account, and they state that the account is under investigation. I have called their customer service multiple times and have not been able to get my account unlocked. They've stated it will be unlocked in 24-48 hours, but it has been almost 30 days. Finally, one person from Serve told me that I should get XXXX XXXX to write a letter stating the problem was resolved and mail it to the mailing address on Serve 's website. This was last week on XX/XX/XXXX, and it should've been mailed on the XXXX according to the District Manager of XXXX XXXX that I talked to. My Serve account is still locked with no way for me to access any of my funds that were on there previously.
Company Response: Closed with explanation

Timely Response

2019-03-26

Los Angeles, CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Company Response: Closed with monetary relief

Timely Response

2019-03-26

Palos Park, IL

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Today, XX/XX/XXXX I tried to transfer XXXX American Express Membership Rewards points to Flying Blue, an official partner of American Express. This transfer would not go through and I received a fraud protection alert email from American Express. When I contacted American Express, as they requested in the email, I was told the transfer was " flagged '' and that my account was frozen. I was told that I would have to wait 6 to 8 weeks for my account freeze to be resolved and that there was not a person that I could speak with from that " department ''. That is unacceptable. I have 4 different American Express Gold business accounts and I personal American Express account. I have been an American Express customer since XX/XX/XXXX. I have over XXXX membership rewards points and I'm trying to use XXXX of them. Less than 10 %. I'm finally trying to use the awards points I've accumulated over the last 5 years to take my family to XXXX. My flights are on hold but XXXX XXXX won't hold them 6 to 8 weeks. American Express representatives ( I spoke with 3 ) claim there is no fraud department I can talk to about this issue. I offered to provide proof the points are transferring to my account but they claim there is no one to speak with. I feel that this is a dishonest business practice. You can't offer rewards points to your customers and then block them from using the points with an approved American Express partner.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-26

Jamesburg, NJ

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
Company Response: Closed with explanation

Timely Response

2019-03-26

Beachwood, OH

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-03-25

Scottsdale, AZ

Getting a credit card

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

Application denied
Complaint: Someone fraudulently applied for and opened an America Express credit card using my personal information. I have never applied for an America Express credit card. The following American Express credit card application reference number : XXXX is a fraudulent application. American Express is holding me liable for a fraudulent account and credit card application thats not mine and dont belong to me. I have excellent credit and want to apply for an American Express credit card, but American Express is discriminating against me and trying to hold be liable for a fraudulent American Express credit card and credit card application.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-25

IN

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

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

Their investigation did not fix an error on your report
Complaint: I noticed American Expess on my credit report supposedly stating their company loan money to me. I have sent them multiple letters requesting answers to questions that they should be able to answer as a company. I have sought after someone with firsthand knowledge. That could tell me more about this alleged account and give me answers. Unfortunately they can not answer them and have not taken their Tradeline off my credit report. With not responding and not showing proof that the company has loan money to me from their own funds. They do not have a legal right to be on my report. Ive sent them question they chose to ignore and not answer. These question would give me a good look if they indeed loan money from their own funds to me, complied with the truth and leading act, and has a legal right to collect on this alleged loan. American Express to this day, has not been able to answer.
Company Response: Closed with explanation

Timely Response

2019-03-25

Bloomington, MN

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/2019 a criminal ( or group of criminals ) used my American Express Bluebird card number ( issued by American Express XXXX XXXX XXXX XXXX, XXXX ). These were 65 consecutive retail transactions done in the state of Missouri. I live and work in the state of Minnesota. 12 of the scams were done at different XXXX XXXX Stores around the XXXX XXXX, Missouri area. I've not been in that area for over 10 years nor have I ever shopped at a XXXX XXXX Store in my 55 years of life. I was told by the company when I called on XX/XX/XXXX that I had to wait until the 65 transactions settled. They all settled the next day XX/XX/2019. I then called back and issued a fraud report. I was told by the rude customer support person that I needed to complete their fraud form. I spent over an hour completing that form, detailing each of the 65 consecutive transactions. I told them I was shocked that their " fraud prevention system '' failed to flag this behavior and stop it before it gouged me for over {$8900.00}. I just received a very curt email from Amex today ( XXXX ) saying : " Hi XXXX XXXX, Recently you inquired about your charge ( s ) from your American Express Prepaid Card in the total amount of {$8900.00}. Based upon our investigation we have determined that no error occurred and that transaction ( s ) in question was authorized. Therefore the transaction ( s ) is not eligible for credit to your Account. You have the right to review any documents we relied upon in making our determination. You may request this information by writing to us at the following address : Bluebird Customer Care XXXX. XXXX XXXX XXXX, GA XXXX Thanks, The Bluebird Team
Company Response: Closed with monetary relief

Timely Response

2019-03-25

Hamden, CT

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2019-03-24

Columbia, MO

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2019-03-24

Alameda, CA

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
Company Response: Closed with explanation

Timely Response

2019-03-23

Slidell, 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