AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 83
2019-03-12
Morrisville, NC
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
2019-03-12
Fair Lawn, NJ
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
2019-03-12
Bohemia, NY
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
2019-03-12
Oxford, GA
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: summary complain : AMEX credit card ; fake opening bonus ; misleading customer service ; " we amex can close your account, and now I am allowing to keep having the account, so you should be happy with it and just use what you have '' -- I did nothing wrong with the card, I pay bills in time, I only have 3 amex cards, have never closed any, how can a supervisor say such a thing?
details are follow : I opened a American express XXXX XXXX XXXX card on XX/XX/XXXX.
Which the company promotion is : bonus offer XXXX XXXX points after spending {$4000.00}, + 1 complimentary night once receive the credit card and another free night upon renewal.
I checked with the customer service team before and after opening of the card several times before and after submitting my application of the credit card. And I was told I will get the welcome offer as long as I have never had the same card before.
So I spent at least {$4000.00} within 3 months, and I check with the customer service team again on XX/XX/XXXX to verify that I have finished the spending and will get the bonus points and complimentary night or not. I was told, yes, we can see your bonus offer, and you will get it, just wait.
Again on XX/XX/XXXX, I check again with customer service about the bonus points and complimentary night, this time, they say there is some issue with your account, but you will recieve your points, we will open investigation and let you know in 1-2 weeks.
on XX/XX/XXXX, I called the customer service about my case. I spend 2 hrs on phone with 1 assistant, 1 supervisor and 1 supervisor of supervisor. The supervisor told me " I can give you the complimentary night as you should have, but I don't know about the bonus offer issue ''. Then i was transferred to the supervisor of this supervisor, I was told : " we revoked your welcome offer on XXXX XXXX right after your opening of the card, and there is never a promise of a free night after opening card, we AMEX CAN DECIDE TO GIVE IT TO YOU OR NOT AS WE WISH ... ..We can even close your account and do not let you use our credit card anymore, but you see I still allow you to have your account open and allow you to use your credit cards. So you should be happy with it ''.
I am so annoyed, because, the amex official website says : " Enjoy one weekend night reward with your new XXXX XXXX American Express XXXX Card and every year after renewal '' This means a night after card opening and a night after renew of anniversary. And now the supervisor told me AMEX CAN DECIDE TO GIVE IT TO YOU OR NOT???? Why don't they advertise it this way? When they advertise the card, they tell you you will get 1 right after card opening and now after you already paid {$450.00} annual fee, now they just tell you " we don't want to give it to you, so there is nothing you can do with it? '' Also, the opening bonus, I check 1 time right when I was submitting the application, 3 times after opening ( in 5 months ), every single amex customer service told me " you have a welcome offer attached, just spend the money and you will get it just wait '' or " I just checked your welcome offer, you finished it and wait ''.
And then when I can not bare with the endless waiting and want to find out the truth, now they tell you " We know you do not have it on the very first day, but we do not tell you and since now I tell you this, you can do nothing but accept it. '' In my case, I believe the American express credit card company has the issues : 1. false/misleading advertisement on line 2. intentional misleading through customer service team ( 1 ) did not inform customer that the offer is revoked.
( 2 ) when I check with them, they only tell me that i will have the offer, but the truth is they can see me not.
3. when they figure out that I really want the truth, they just tell me : we decide it, you accept it, and insult me as a customer.
Company Response: Closed with non-monetary relief
2019-03-12
E Fairfield, VT
Threatened to contact someone or share information improperly
Debt collection: Credit card debt
Talked to a third-party about your debt
Company Response: Closed with non-monetary relief
2019-03-12
Lansdowne, VA
False statements or representation
Debt collection: Credit card debt
Attempted to collect wrong amount
Company Response: Closed with non-monetary relief
2019-03-12
East Lansing, MI
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Delay in processing application
Company Response: Closed with explanation
2019-03-12
Bothell, WA
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 applied for Amex Gold card in XX/XX/2018 and was promised to have bonus of XXXX points. I was not told that I was not eligible for receiving the bonus before and after I submitted the application until I checked with customer representative 4 months after. Typically, American Express shows a pop-up to indicate when you arent eligible for a signup bonus. Strangely, even when no pop-up appeared, I still have been arbitrarily denying the bonus by Amex.
Company Response: Closed with explanation
2019-03-12
Coral Gables, FL
Communication tactics
Debt collection: Credit card debt
Frequent or repeated calls
Company Response: Closed with explanation
2019-03-12
Fithian, IL
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 applied for an American Express Gold Card on XX/XX/XXXX using a referral link from my friend. The advertisement promises a XXXX point sign-up bonus with qualified spending.
When I finished the spending in time, I didn't receive the point, so I asked Amex about this problem on XX/XX/XXXX. However they told me that my sign-up offer was declined. They failed to give me a reason at that time and asked for a 10-15 business day period for investigation.
I later on checked with Amex on XX/XX/XXXX about the investigation and they gave a reason : the bonus was declined because I have closed another credit card from Amex. And they told me that in terms and conditions they reserved the right to decline any reward that they promised. As a fact, this terms and condition is not obvious to customers. Nearly no one noticed it when applying the card. Especially comparing to the obvious large letters saying " XXXX bonus ''.
When I asked Amex to return my annual fee and close my card, they refused. The reason is that they don't have access to the system and can not do it.
I'm considering it as a fake advertisement which hides complete information from customers. It also ask user to pay ( annual fee ) for something different from what they advertised. This behavior is extremely dishonest.
Company Response: Closed with explanation
2019-03-11
Wallington, NJ
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, I was trying to transfer my membership points to my XXXX XXXX account. But facing the issue like this : This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria.
Company Response: Closed with explanation
2019-03-11
San Jose, CA
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Company Response: Closed with monetary relief
2019-03-11
Cornelius, OR
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
2019-03-11
Cupertino, CA
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
2019-03-11
Bloomington, MN
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
2019-03-11
College Sta, TX
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Complaint: Dear sir or madame, My Amex Membership reward points were frozen and the company did not solve the issue after I contacted them.
From XX/XX/XXXX to XX/XX/2019, I had >140k MR points and there was a promotion of point transfer for XXXX points in Amex they refused me to do so. Amex representative asked me to talk to another department which did not help either. It is very frustrating.
Please help me to solve this. Many thanks.
Company Response: Closed with non-monetary relief
2019-03-11
Austin, TX
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 AMEX Blue Cash Everyday credit card at XXXX. By the advertisement, I will get {$200.00} after I spend {$1000.00} within 3 months of opening new account. But AMEX didn't give that to me after I satisfy the criteria. I tried to communicate with AMEX in XXXX and XXXX, and asked for investigation. But they still refuse to give that credit to me.
Company Response: Closed with monetary relief
2019-03-11
San Francisco, CA
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Complaint: The evening of XX/XX/XXXX I, XXXX XXXX XXXX, completed all my shopping for the day. I used my new XXXX XXXX with 1 percent cash back for using it. I redeemed cash of {$1.00} within the XXXX XXXX hour. The rules of this contract are that the {$1.00} is added to next purchase. My next purchase was the following morning at XXXX XXXX in XXXX for {$2.00}. My {$1.00} was not in my account nor applied to this purchase. Thank you.
Company Response: Closed with explanation
2019-03-11
Newnan, GA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: First let me say that this dispute is still currently in process as an investigation. I have an account with American Express Serve. I have been with them for over 3 years. On XX/XX/2019 around XXXX, my account was hacked by a person named XXXX XXXX twice in the middle of the night for {$500.00} and {$370.00} totaling {$870.00}. I was only able to pay one of my bills, XXXX, on this day due to my funds being cyphered as I was looking at my account on my phone.I actually receive an email at this hour stating that I sent this person the money as I am on the phone with the customer service representative. They gave me an invalid number to what was supposed to be the dispute department, which turned out to be a cruise line sweepstakes number ( XXXX ). In order to get back into my account, I had to call the CSR around XXXX as I was on my way to work because my account was locked due to numerous attempts to get back into my account after I had changed all my security measures after I got off the phone with CSR last the morning before. My account was opened only to be locked again later on that morning. My account had already been depleted to {$0.00}, but the person was still trying to access my account. Therefore, as I was on the phone with a supervisor, he changed my username so that my account would not be locked again. I still do not have any of my money because they insist on investigating the case more. I told them I would call back everyday until I have my money back. My account should have been FDIC insured, which means my money should have been returned to my account that day. I also filed a police report on XX/XX/XXXX19 and had to report that to them. I pulled up the unauthorized debit form and fax everything you see to them. By the way, I had to look up the dispute department number as well as the form and send it to them. They really did not help me through this entire process. I feel that this was done internally because of how this situation was pushed only by me. I am highly upset and hurt by this company. Every call is recorded supposedly, someone should listen to how well their customer service reps and supervisors ensure the happiness of their customers when it comes to people loosing their money.
Company Response: Closed with monetary relief
2019-03-11
Cornelius, OR
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
2019-03-10
Baton Rouge, LA
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: Applied for a business gold rewards credit card with a welcome bonus of XXXX points. Never received ANY popup, which said that I am ineligible, never had the card before, never violated any terms on other cards.
After 2 months and 2 investigations, XXXX reps failed to provide ANY reason, except for some vague language " based on customer information and prior relationship we can not give a bonus ''.
Company Response: Closed with explanation
2019-03-10
Nyc, 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
Complaint: OnXX/XX/XXXX my American Express serve card was comprised at a XXXX XXXX in New Jersey on this day which was a Friday. I was very sick that an ambulance was called to transfer me to a hospital because I couldnt breathe and had server chest pain I was taken to New York XXXX hospital on XXXX in ny XXXX and diagnosis with XXXX and the thing about this is my birthdate is XX/XX/XXXX there is no way I could be in 2 places at 1 time in which I explain in writing to America express serve with documentation of my whereabouts on this day I filed a chief complaint with them and they verbally told me that I would have to wait 45days so that they could investigate I waited those days but in between I called and called them I spoke to 3 representatives of this company 1st one was named XXXX he then redirected my call to a America express serve Dispute at XXXX and again they stated that it was still under investigation on XX/XX/XXXX I received a email that this transaction was being declined because I so called authorize this purchase so In turn they told me to download a claim notice and return it to them I followed there policy but as every phone call was suppose to be recorded I expressed to them that I didnt make this purchases because i was hospitalized as per my conversation with them to mail it to American express serve XXXX XXXX XXXX XXXX Ga XXXX and to American Express XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX ny XXXX I mailed this on XX/XX/XXXX and I have yet to here from either one of the addresses that provide to me I would truly appreciate some service from CFPB and I have also filed a small claim case against this company thank you
Company Response: Closed with monetary relief
2019-03-10
Vernon Hill, VA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Closed with non-monetary relief
2019-03-10
Colts Neck, NJ
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Reporting company used your report improperly
Complaint: Amex is holding my amount of credit, which Im in my 50s, against an additional card holder on my account, who is in there 20s, She was nvr approved for tht credit amount nor shld it be held against her but it is!! That should not be legal - I hv my child as an additional card holder under my account w a credit limit of {$1000.00}. Yet under credit reporting thy r holding my avail credit amount of {$30000.00} against her even though she ws never approved for that amount of credit. She was denied a loan because of it - CC companies should NOT allowed to hold the credit amount of the main card holder against add card holders for credit reporting reasons!!!!
Company Response: Closed with explanation
2019-03-10
GA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Can't close your account
Complaint: i started the account ending in XXXX in XX/XX/2015 through the four year period I have been taken advantage of. Most recently a letter was sent certified mail to cancel it. The tracking number XXXX XXXX XXXX XXXX XXXX. It was suppose to be received on a Thursday but didnt get to American Express until a Friday Morning. The company is still trying to keep the account open. I want the account to be closed immediately
Company Response: Closed with explanation