AMERICAN EXPRESS COMPANY

2019-03-07

Houston, TX

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with non-monetary relief

Timely Response

2019-03-06

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

2019-03-06

Weston, CT

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 American express Delta platinum card in XXXX, 2018, for a promotional offer of earning XXXX miles after spending {$3000.00} in 90 days. At the time of application, I did not have this card previously which according to the terms would disqualify the promotional offer. During the application process there was also no pop up window indicating that I am not eligible for the promotion, which I believe is a system that Amex put in place in the past year to let applicants know if they are eligible before deciding to apply. I met the spending requirements in less than 90 days but did not find the promotional miles posted to my account. After I called Amex I was told that the bonus was denied. The reason they gave me was very vague, just that they have an internal algorithm that makes decision based on account opening and closing history. I went ahead to ask what is the specific criteria but the agent does not seem to know nor willing to discuss. I asked to speak with a supervisor and got the same response. They basically said there is no explicit rules for customers to know if they are eligible, it is completely up to Amex to deny whoever they think should not be given the bonus. I then asked them when is the decision to reject being made, which they won't gave answer. I also asked if they decide to deny the bonus, why the decision was never communicated to me in any way, because then I can choose to close the account and not paying the {$190.00} annual fee. Promotional bonus offer is one of the important factor to open a credit card, and if that is denied the customer should at least be notified and be given the option to cancel before the annual fee is due. Amex refuse to engage on this question.
Company Response: Closed with explanation

Timely Response

2019-03-06

Brooklyn, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Amex wrongfully closed my XXXX XXXX credit card. At the time of closure, I had OVER XXXX in rewards in my account. Amex, in essence, stole over XXXX from me.
Company Response: Closed with explanation

Timely Response

2019-03-06

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: I applied for a credit card through AMEX on XX/XX/19. I wanted to transfer the balance on a credit to AMEX to take advantage of a 0 % APR transfer for 15months. I got approved a line of credit, it was lower than what I was looking to transfer. Now we all know when you apply for a credit card you do not know what your balance is going to be, and if it would be high enough to transfer my existing balance over. So I went online to see if the balance could be increased and submitted the request, I called AMEX and talked to their credit line department. I was told I was denied, because I had to be a customer for at least 60 days before I could apply for a credit line increase. I was a little taken back on why this information was not provided in any of the disclosures I had just agreed to. I was told that it was an internal policy. If I am applying for a line of credit I should know everything that will untimely make my decision on whether or not to move forward with the application. This information would have made me decide not to apply for the card as I would not know what my initial line was going to be until I had applied. The promotion I was taken advantage of is for only good for 60 days, I have to wait 60 days to request an increase. I find this deceiving. If the information about waiting 60 days before a could submit a request to increase my line was provided to me in the disclosures that I had to agree to, I would not have applied for the credit card, not knowing what my initial credit line offer was going to be if approved. So now I have a credit card that is basically useless to me and an inquiry on my credit report. If I am applying for a line of credit, I should have all the information up front so I can make a decision on whether or not I want to move forward with the application or if the card is right for me. Obviously this card was not the right fit for my based off of the information I found out after I applied for it.
Company Response: Closed with explanation

Timely Response

2019-03-06

Norwalk, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: On XX/XX/2019 an iquiry appeared on my report. I would simply like it removed.
Company Response: Closed with explanation

Timely Response

2019-03-06

Great Neck, NY

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: From : XXXX XXXX, XXXX Subject : Complaint American Express Objectives Resolve duplicate payment of hotel reservations because of a problem created by American Express. Disputes entered with American Express seem unable to be resolved. The Transactions and Issues - Three Hotel reservations made on XX/XX/XXXX via American Express Membership Rewards - 1- XXXX XXXX XXXX FL for XX/XX/XXXX to XXXX, XXXX 1 room 4 nights entries made to my account at that time for debit and credit of {$920.00} a wash. In addition, XXXX points were taken from my membership rewards account. Bottom line on this reservation everything was fine and my AmEx account received no charges. - 2- XXXX XXXX XXXX XXXX XXXX , FL for XX/XX/XXXX to XXXX, XXXX 1 room 3 nights entries made to my account at that time for debit and credit of {$510.00} a wash. In addition, XXXX points were taken from my membership rewards account. On this stay however, my AmEx account was also charged on XX/XX/XXXX for {$440.00}. This is {$72.00} less than the original transaction for this stay. This is a duplicate charge that should be removed from my account. Dispute XXXX. - 3- XXXX XXXX XXXX XXXX FL XXXX for XX/XX/XXXX to XXXX, XXXX XXXX room 1 night entries made to my account at that time for debit and credit of {$180.00} a wash. In addition, XXXX points were taken from my membership rewards account. On this stay however, my AmEx account was also charged on XX/XX/XXXX for {$210.00}. This is {$30.00} more than the original transaction for this stay. The actual charge for the room comes down to {$160.00} because there is a {$50.00} charge for dinner included in the total. This is a duplicate charge that should be removed from my account. Dispute XXXX. - Bottom line here my membership rewards account was charged XXXX points for the disputed hotel stays and also charged {$680.00} to my AmEx account. - The problem and resolution seems simple but far from the case. It has been one big frustrating disaster. More Details and Thoughts - I have been an American Express cardholder since XXXX and never had a problem before only good things to say until now. - Disputes for the 2 incorrect charges were attempted to be made on-line and # s assigned XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX - Unfortunately, I did not keep a diary on what took place. After very lengthy phone calls and gathering documentation, I have wasted 1-1/2 days of my life attempting to communicate the issue to AmEx with building frustration. Everyone has been pleasant, as have I the system is broken. - Turns out, on-line is not good enough. I get messages to call XXXX XXXX XXXX. According to emails, AmEx tried to call me numerous times ( how about once ). However, with all the garbage calls received from credit card companies it is possible. - When calling I listen to the lengthy introduction and ultimately get a human, which I believe was membership rewards. By the way, no one ever really read the disputes and I have to explain everything from scratch. How about the courtesy of doing some homework before you call and decide down how to resolve the dispute. Every one of these phone call marathons, about 3 of them at 1-1/2 hours, were like a big ping pong match. You start with membership rewards or customer service it does not matter you ultimately are bounced back to the other one for a variety of reasons. The bounced procedure happens numerous times during the phone marathon and nothing gets resolved you just keep explaining the problem. - While on hold, I hear repeatedly how easy it is to settle disputes on-line. Ha ha. - After one of phone marathons, an email request comes in for me to send information to the document center. I take 1-1/2 hours to put together a recap, gather emails that American Express already has, and send them on their way. Based on numerous phone calls I do not think anyone ever looked at these documents. - Every one of these calls makes it clear we are being recorded for training purposes ( maybe legal ). How about someone who is responsible, listening to the trail of phone calls related to this issue and fix the system? - Yesterday was the straw that broke the camels back definitely 1-1/2 hours wasted time. I learned that dispute XXXX was closed but no one knows why. A minimum of hour spent trying to find out. Never did find out and the dispute was opened again. - If seems that the XXXX XXXX was paid and no issue What happened between XXXX XXXX XXXX and AmEx, XXXX XXXX and AmEx is not my issue, correct the errors and work it out with them. - Why are the $ amounts for the room stays different? - Because of auto pay, the disputed charges were paid and should not have been. - I cant be the first AmEx cardholder this has happened to does every customer go through this frustrating experience to get issues resolved? Conclusion These disputes must be resolved without any more frustrating phone calls with membership rewards or customer service. I will not waste another minute of my time talking to anyone from American Express on the phone. Send me an email. Here are solution options. - Reinstate the points ( XXXX ) taken from my account I already paid the hotel bill. - Issue a credit ( {$600.00} ) to my American Express account. - Do both, Issue credits and restore membership reward points? If anyone cares this would show goodwill to a long-time good customer. Thanks for your help in resolving this frustrating experience. XXXX XXXX Attachments : A- Recap of original transactions on my AmEx account B- Transactions related to XXXX XXXX reservation. No charge correctly paid by membership rewards. C- Transactions related XXXX XXXX XXXX reservations {$440.00} in dispute. D- Transactions related to XXXX reservation- {$160.00} in dispute
Company Response: Closed with non-monetary relief

Timely Response

2019-03-06

Bremen, GA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I paid a moving company to move my furniture, the owner broke furniture, he has no insurance ( but had sent a fake insurance certificate of liability to make it seem like he had insurance ) ( this screams insurance fraud ) he will not replace the bed post he broke. I disputed with American Express but he lied several times so they sided with him ... ..I asked amex what would it take to prove he owes me the money and they said if I took him to court and won a judgment then they would side with me and I would win the dispute and he could no longer appeal etc. I took him to court the owner wanted to mediate and so he agreed IN COURT that he would pay me the {$750.00} ( I have the consent agreement he signed in court that day ) but he has yet to pay me and amex said since I now has court documents saying he agreed to pay I have to get my money from him some other way and that I can no longer dispute the charge. I have had this account with American Express for over 20 years.
Company Response: Closed with monetary relief

Timely Response

2019-03-06

Brooklyn, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I submitted a complaint to the CFPB concerning Amex improperly closing my account and confiscating my XXXX points. In response to that complaint, Amex submitted a reply asking me to contact them to discuss my point redemption options. I have contacted Amex no less than 4 times but they are now refusing to give me my points, which is contrary to the letter response to my first complaint. Amex is a dishonorable and crooked company.
Company Response: Closed with explanation

Timely Response

2019-03-06

Other features, terms, or problems

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

Add-on products and services
Company Response: Closed with explanation

Timely Response

2019-03-05

Okc, OK

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: In XXXX, 2018 my company had requested a corporate American Express card. Two days after receiving the card it was stolen. I contacted American Express and provided them with the information. Needless to say they decided to switch the account over to an individual account and made me responsible. I told them this was a credit card fraud. We only had the card for three days then I closed the account. Since then, American Express has done everything possible to destroyed my credit rating. Now my credit score went from XXXX down XXXX. XXXX XXXX now has the case and advised me my credit rating will go down until I agree to pay the charge. Phone number is XXXX American Express disputes XXXX My contact number - XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-05

Orion Twp, MI

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mi XXXX To : Customer Advocate Services Team American Express XXXX XXXX XXXX, XXXX XXXX XXXX, UT CFPB Ref No : XXXX Ref : XXXX XX/XX/2019 American Express To whom it may concern : Im appreciate to your respond on XX/XX/2019. but I still dont understanding your explanation, As your advertisement : Earn {$150.00} back after you spend {$1000.00} or more in purchases with your new Card within the the the first 3 month of Card Membership, you will receive the cash back in the form of a statement credit, This is my first time to applied for American Express Cash MagnetCard , would you provide any evidence for I have broken your rules and cause to ineligible for the welcome offer? Sincerely XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-05

Pigeon Forge, TN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-03-05

Federal Way, WA

Fees or interest

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

Charged too much interest
Complaint: I have an American Express everyday card. I noticed I have had a high payment throughout the last few months. But there isn't a lot of clarity in the monthly statement. I called AMEX today to ask what my current interest rate is as I know it fluctuates the AMEX rep said I am paying a " penalty APR of 29.9 % ''. I asked what a penalty APR is and they said you are even a few days late making a payment ( I made a late payment last XXXX ) then it is an automatic late fee of XXXX AND 6 MONTHS of a penalty APR 29.9 %!! I have good credit and late fees happen but a penalty APR for 6 months is bad business.
Company Response: Closed with monetary relief

Timely Response

2019-03-05

Philadelphia, PA

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 the American Express Platinum Card brand on XX/XX/2018 via a friend referral from XX/XX/2018. I was approved for the card under promotions conditions offering XXXX membership rewards after spending {$5000.00} in purchases in the first three months of card membership ( see attached email of XX/XX/18 ). Additionally, after becoming a Platinum Card member, I referred a friend with the understanding that I would receive XXXX Membership Rewards points once the referred member received his card. To my knowledge, the member I referred used the appropriate link I sent him ( see attached ) and has been furnished with the American Express Platinum Card. To date, there are XXXX promotional Membership Rewards not awarded to my account as offered by American Express. I have spoken to many representatives at American Express in past three ( 3 ) months, many of which have been unaccommodating, condescending and blatantly rude with respect to resolving these matters amicably. I write for guidance as to any action that might be available to me at this time. Notwithstanding the lack of consumer resources offered by American Express, after paying an annual membership fee of {$550.00}, I believe that I have been duped. There certainly may be other consumers that may share this experience.
Company Response: Closed with explanation

Timely Response

2019-03-05

Phoenix, AZ

Advertising and marketing, including promotional offers

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

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

Timely Response

2019-03-04

Kosciusko, MS

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: In XXXX of 2019, I applied for a Gold Delta SkyMiles Credit Card through American Express ( AMEX ) During a promotional period. The promotion states, " Earn XXXX Bonus Miles after you make {$2000.00} in purchases on your new card in your first 3 months and a {$50.00} statement credit after you make a Delta purchase with your new card within your first 3 months. '' Also, the offer states, {$0.00} Introductory annual fee for the first year, then {$95.00}. '' I received the XXXX bonus miles and the {$50.00} statement credit. However, AMEX charged my credit card the annual fee, which is suppose to be waived the first year. I contacted AMEX, spoke with three individuals, including a supervisor, who all stated they can not locate this promotional offer. I offered to provide AMEX with a copy of the promotional offer, but they refused to accept it.
Company Response: Closed with explanation

Timely Response

2019-03-04

MT

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Complaint: American Express XXXX XXXX Called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Calling for an extended family member asking me to pass along a message. I have nothing to do with their finances. Contacting family members is a breach of privacy. They have also been calling my husband, mother-in-law and father-in-law asking them to pass along messages. The extended family member is working with XXXX XXXX XXXX. American Express should not be calling us just because we have the same last name.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-04

San Antonio, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: A guy XXXX continues to call at my work, from number : ( XXXX ) XXXX-XXXX, this is a fraud account and need to stop calling at my work office. He calls my number at : ( XXXX ) XXXX-XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-03-04

Citrus Heights, 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 explanation

Timely Response

2019-03-04

Baton Rouge, LA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-03-04

Baytown, TX

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

2019-03-04

Sebring, FL

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 explanation

Timely Response

2019-03-04

Hidden Valley, NV

Advertising and marketing, including promotional offers

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

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

Timely Response

2019-03-04

Tarzana, CA

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 had 2 transactions come through for gas companys. One to XXXX and one to XXXX. This card was not used to purchase gas on that day and there is no way my vehicle can hold {$190.00} of gas in a day. The other issue is that I live in XXXX XXXX and these purchases were made in XXXX XXXX where I do not go nor live. I have disputed these and they were denied by American Wxpress Serve. I then escalated these disputes. Over the phone they were extremely unhelpful where I had to call 18 times over a 3 day spread to get these disputes escalated. These are fraud charges where I have proof and I can not get any real assistance with the company.
Company Response: Closed with explanation

Timely Response