AMERICAN EXPRESS COMPANY

2019-03-04

CT

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: I have the prepaid card bluebird by American Express, I asked them to close the account and they refuse to do so because there is a XXXX XXXX Ballance on the card.
Company Response: Closed with explanation

Timely Response

2019-03-04

FL

Problem when making payments

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

Problem during payment process
Complaint: I have American Express Gold Card. The rules for my service is simple. AmEx is generating a bill once a month on every XXXX day of the month and I have 25 days to pay the bill. The due date is listed in my account. My current due date is today XX/XX/2019. My account is in good standing and all bills to this time was paid on time. American Express suspended my card at night Thursday/Friday - the night between XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX at XXXX I received email Subject : " Important Information Regarding Your Account '' and in body message : >>beginning of the quote<< " We have noticed that the purchase activity on your account referenced above is higher than your usual spending. As a result, your balance is approaching a level where we may need to temporarily suspend your charging privileges. Please advise any additional Card Members on your account that their new charges may also be declined. To ensure uninterrupted use of your Card, please call us today at XXXX to discuss your account ( s ). We are available to assist you 24 hours a day, 7 days a week. We look forward to hearing from you soon. Sincerely, American Express Account Services American Express online customers may receive this notice at both their mailing and email addresses. '' >> end quote<< Please make no mistake about it, this email is not a confusing message, it is simply a lie. My account was already suspended! Outrageous is fact that this is nothing less but extortion attempt in order to illegally accelerate account payments. My bill due is {$2600.00} and suspension causes my account and Gold Card to be useless unless {$4500.00} is paid! On Saturday XX/XX/XXXX @ XXXX I received robo-call collection style with the message starting : " This message is from American Express XXXX Several attempts have been made to contact you regarding an important business matter ... '' ( this is recorded and I have a transcript ) Another lie. There was no attempts to contact me at all except to an email quoted earlier which has been send post factum and serves only as a attempt to create fraudulent evidence in case of client relations. In reaction to the robo call I called back American Express. I wast talking with account XXXX and then with supervisor. I explained that this is not happening and I can pay my bill on time if my account is unsuspended and fully functional otherwise I will pay {$4500.00} not earlier then 14-20 days after due date. I stated that this will be a final test and if my account won't be satisfactory for me after that payment I will close it effective immediately. In the response of that phone call I received next email today : Subject : Thank You : Promise Confirmation, message body : >>beginning of the quote<< " Dear XXXX XXXX, Thank you for your recent commitment to make payment ( s ) on your account ( s ) below. Account XXXX XXXX {$2600.00} on XX/XX/2019 Please accept our thanks if you already sent your payment. You can then disregard this notice. If you are no longer able to make this payment, please contact us immediately. Thank you for your Card Membership. We offer several convenient ways to make a payment : Online - You can make immediate or scheduled payments online at americanexpress.comXXXX Online without Logging in - Use XXXX XXXX XXXX to make a payment at americanexpress.com/paybyrsvp. This code is only valid until XX/XX/2019. By Phone - Call us anytime at XXXX ( XXXX ) AutoPay - To help you pay on time in the future, enroll in AutoPay to schedule ongoing automatic payments at americanexpress.com/autopay Mobile ( Card Products Only ) - Download our mobile app or visit americanexpress.com using your smart phone or tablet Sincerely, American Express Account Services XXXX '' >>quote end<< ANOTHER LIE!!!!! This is absolutely unacceptable and no longer can be explained as simple negligence. This is a business plan in motion step-by-step to create fraudulent evidence of not existing activity in order to vindicate client who follow the rules. This must stop! American Express can not change the rules of the game during the game and benefit on that changes. This is simply illegal.
Company Response: Closed with explanation

Timely Response

2019-03-04

Chicago, 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: I received a personal offer from my VP at my company to apply for the Rose Gold American Express card. This promotion included XXXX points when spending {$3000.00} within the first 3 months. I applied for the card and was approved immediately on my mobile phone. I received the card on XX/XX/XXXX. A few months later, I had spent well over the required amount to receive the XXXX bonus points, but I did not see them in my account. I called and spoke to a representative who said : " Of course you will receive your points, it just takes time. They will hit your account on XX/XX/XXXX. The confirmation number is XXXX. '' This did not happen. I called and learned that this confirmation number didn't mean anything and could not be looked up. A representative told me that because I had cancelled a XXXX card in XX/XX/XXXX, I was no longer eligible for the bonus. In XX/XX/XXXX I relocated from a city that was a XXXX hub to XXXX ( which is not a hub ), and therefore no longer needed the card. This was 7 years ago, and at no point was I notified that I would not get this bonus when I applied for the card or when I was spending the high limit. I believe this is fraudulent advertising on the promotion and application, and that American Express is scraping up old, irrelevant history on my account to get out of delivering the bonus. I am also a current holder of an American Express Corporate card, so I am not a single card holder and am not consistently applying for cards just to get the bonus.
Company Response: Closed with explanation

Timely Response

2019-03-04

Lost or stolen check

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with explanation

Timely Response

2019-03-04

Echelon, NJ

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

2019-03-04

Bronx, NY

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2019-03-03

Cedar Rapids, IA

Incorrect information on your report

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

Account status incorrect
Complaint: I opened a business charge account with American Express. However, when I closed the business, AmEx converted the debt to personal debt and hammered my credit report.
Company Response: Closed with explanation

Timely Response

2019-03-03

IN

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 XXXX, I was approved for an American Express Gold Card Membership with a promised : 1 ) XXXX Membership Rewards Points for {$2000.00} spend in the first three months 2 ) 20 % cashback as a statement credit on all restaurant purchases up to {$100.00} in the first three months. As of XXXX, I was notified by one customer service agent that I was not eligible for the sign up bonus. This information was never communicated to me either through email, the American Express portal, or though certified mail. This was escalated to a supervisor who indicated that the XXXX Membership Rewards points bonus would supposedly hit two to four weeks after XXXX ( when the spend threshold was hit ) and the {$100.00} statement credit would post in 8-12 weeks. Then they notified me that the bonus was rescinded because a late payment from XX/XX/XXXX. This issue was already previously rectified with another agent, where I had set up an Automatic Payment in the system, but failed to realize it wouldnt fire off until XXXX. Upon discovery of the issue on XX/XX/XXXX, I immediately made the payment in full to rectify the issue, so the issue was considered a misunderstanding/miscommunication and closed. I was told that there would be a follow up in 2-3 weeks. CASE # XXXX XXXX After not hearing back from 2-3 weeks, on XXXX conversation with American Express front end customer service. Verified that spend requirements were met and bonus should be on account. Back end needs to follow up and verify bonus to be applied to account XXXX XXXX # XXXX Called XXXX into the rewards and customer service department. At first, they claimed there was no record, then they claimed the closed the investigation. No resolution was communicated and nothing was added to my account.
Company Response: Closed with monetary relief

Timely Response

2019-03-03

Austin, TX

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: This complaint is with regard to two credit cards I was approved for by American Express - both for which I did not receive the promotion advertised after false communications by their representatives and misleading online application experiences. The two cards include the AmEx Everyday Preferred Card and The Platinum Card : *****On or about XX/XX/2018, I called American Express customer service to obtain information about my then existing accounts. While on the call, the representative stated that I was eligible for an upgrade offer ( upgrading from the no annual fee AmEx Everyday card to the annual fee AmEx Everyday Preferred card ). The offer was that I would receive XXXX Membership Reward points after spending {$2000.00} within 3 months of upgrading. I accepted the offer. 6-8 weeks later, I called customer service to find out how much more I had left to spend to meet the spend requirement and was told that there was no record of the upgrade offer in my account. The representative submitted an inquiry and requested a recording of the call to confirm the upgrade offer. After multiple calls, trying to get confirmation of the offer, I finally received a notification stating that, because I did not have an RSVP number, I was not entitled to the offer. This notification was received on XX/XX/2018. At that point, I decided to discontinue using the card until the issue regarding the bonus was resolved as it made no sense to continue trying to meet a spend requirement for a bonus that I was, according to American Express, ineligible for. I filed a complaint with the XXXX and ultimately received a letter from American Express stating that I was in fact eligible for the offer. I received that letter on XX/XX/2018. In that letter, they mentioned, " It is important to note, you have until XX/XX/2018, to meet the remaining spend for the promotional bonus ''. Thus, American Express notified me that I was eligible for the bonus a day after the bonus expired. The misleading communications by American Express led to a great deal of confusion about whether I was eligible for an upgrade offer. They advertised the offer with the promise of XXXX points after meeting spend requirements, and that was the reason why I decided to upgrade the card and pay the annual fee. ***** On or about XX/XX/2018, I was approved for The Platinum Card from American Express Exclusively for XXXX XXXX. The welcome offer for that card was XXXX Membership Rewards points after spending {$5000.00} in 3 months. I received email notification of approval, received the card in the mail, and spent over {$5000.00} in 3 months on the card, to ensure I would receive the bonus. On a customer service call with American Express, I learned that they would not be granting me the XXXX points because I " have open and closed too many accounts with American Express ''. At no point was I informed that previously opening/closing accounts ( which, to my knowledge, I've only done twice over the course of several years ) would prevent me from obtaining the bonus - not during the application process, not when I was approved for the card, and not at any point while I was spending on the card. It is misleading to consumers to advertise that you can earn a certain amount of points after meeting spending requirements, and then, after they meet those requirements, say that they are not eligible for the points.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-03

Glendale, AZ

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

2019-03-03

NY

Fees or interest

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

Problem with fees
Complaint: XXXX XXXX imoosed pay over time fees to a personal credit card when in fact I paid the card in full. They added late fees and reported 30 and 60 day late pay to the credit agencies. They have resolved the issue by crediting my account but I still have the late credit shown on my report.
Company Response: Closed with monetary relief

Timely Response

2019-03-03

Cleveland, OH

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: My credit card statement does not show cash rewards that I receive for shopping at the grocery store. I did file a dispute with my credit card company. XX/XX/2019. I contacted cutomer service and was told that I had to wait thirty days until the next statement before my cash rewards would appear on my statement. Thus I was told on XX/XX/XXXX that I had to wait until my statement close to see my cash rewards on my account which was XX/XX/XXXX, each time that I contact customer service I am told I have to wait another thirty days or until my statement close date. The next statement close date is appromatiely XX/XX/2019 and I will have waited sixty days for my cash rewards.
Company Response: Closed with explanation

Timely Response

2019-03-03

IN

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 XXXX, I was approved for an American Express Gold Card Membership with a promised : 1 ) XXXX Membership Rewards Points for {$2000.00} spend in the first three months 2 ) 20 % cashback as a statement credit on all restaurant purchases up to {$100.00} in the first three months. As of XXXX, I was notified by one customer service agent that I was not eligible for the sign up bonus. This information was never communicated to me either through email, the American Express portal, or though certified mail. This was escalated to a supervisor who indicated that the XXXX Membership Rewards points bonus would supposedly hit two to four weeks after XXXX ( when the spend threshold was hit ) and the {$100.00} statement credit would post in 8-12 weeks. Then they notified me that the bonus was rescinded because a late payment from XX/XX/XXXX. This issue was already previously rectified with another agent, where I had set up an Automatic Payment in the system, but failed to realize it wouldnt fire off until XXXX. Upon discovery of the issue on XX/XX/XXXX, I immediately made the payment in full to rectify the issue, so the issue was considered a misunderstanding/miscommunication and closed. I was told that there would be a follow up in 2-3 weeks. CASE # XXXX XXXX After not hearing back from 2-3 weeks, on XXXX conversation with American Express front end customer service. Verified that spend requirements were met and bonus should be on account. Back end needs to follow up and verify bonus to be applied to account XXXX XXXX # XXXX Called XXXX into the rewards and customer service department. At first, they claimed there was no record, then they claimed the closed the investigation. No resolution was communicated and nothing was added to my account.
Company Response: Closed with monetary relief

Timely Response

2019-03-03

IN

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 XXXX, I was approved for an American Express Gold Card Membership with a promised : 1 ) XXXX Membership Rewards Points for {$2000.00} spend in the first three months 2 ) 20 % cashback as a statement credit on all restaurant purchases up to {$100.00} in the first three months. As of XXXX, I was notified by one customer service agent that I was not eligible for the sign up bonus. This information was never communicated to me either through email, the American Express portal, or though certified mail. This was escalated to a supervisor who indicated that the XXXX Membership Rewards points bonus would supposedly hit two to four weeks after XXXX ( when the spend threshold was hit ) and the {$100.00} statement credit would post in 8-12 weeks. Then they notified me that the bonus was rescinded because a late payment from XX/XX/XXXX. This issue was already previously rectified with another agent, where I had set up an Automatic Payment in the system, but failed to realize it wouldnt fire off until XXXX. Upon discovery of the issue on XX/XX/XXXX, I immediately made the payment in full to rectify the issue, so the issue was considered a misunderstanding/miscommunication and closed. I was told that there would be a follow up in 2-3 weeks. CASE # XXXX XXXX After not hearing back from 2-3 weeks, on XXXX conversation with American Express front end customer service. Verified that spend requirements were met and bonus should be on account. Back end needs to follow up and verify bonus to be applied to account XXXX XXXX # XXXX Called XXXX into the rewards and customer service department. At first, they claimed there was no record, then they claimed the closed the investigation. No resolution was communicated and nothing was added to my account.
Company Response: Closed with monetary relief

Timely Response

2019-03-03

Skanawan, WI

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 and was approved for the XXXX XXXX XXXXd on XX/XX/XXXX. I signed up because I had a 50,000 point welcome bonus after spending {$2000.00} in the first 3 months. I chatted with American Express on XX/XX/XXXX to make sure I was eligible for the bonus and the agent confirmed that I was and repeated the bonus that I signed up fo back to me. I paid the annual fee ( {$250.00} ), put over {$2000.00} of spend on the card. Then I chatted with American Express on XX/XX/XXXX to find out when I would be receiving my bonus. The agent tells me that I won't be because I am not eligible. Then I ask if I could get a prorated annual fee credit for cancelling. Nope! That is some major bait and switch. I never received a pop up saying I wasn't eligible for the bonus and an American Express agent even confirmed I was eligible after signing up. The agent I talked to on XX/XX/XXXX told me I would have had to cancel the card in 30 days to get an annual fee credit. If I would have known I wasn't getting the bonus I wouldn't have signed up for the card! Really shady business practice and false advertising.
Company Response: Closed with monetary relief

Timely Response

2019-03-02

Sandy Hook, CT

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

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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-03-02

Long Island City, 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 open a American Express XXXX credit card referred by my friend, and I was informed that I have XXXX bonus points ( roughly {$750.00} ) after spending {$3000.00} within three months. I finish this welcome bonus task but never receive XXXX bonus points. I request an investigation for this issue inside American Express on XX/XX/2019. I was never informed any feedback until I called them again. They told me the investigation was already finished and they found " misuse incentive history ''. That means I had similar credit cards before or I closed cards right after receiving welcome bonus, which neither of them is true. So I asked for more details to prove this conclusion, but the representative said there is no detail or prove. So I believe american express has false advertising for a very long time or they secretly and intentionally stealing money from clients.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-02

Ft Myers, 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: On XX/XX/XXXX, I applied for and was approved for the American Express Business Gold card. The public offer available on the website stated that I could earn XXXX rewards points if I spend {$5000.00} in the next 3 months for my business. I did that. From multiple chats and complaints to the company, I still have not received my award. They say there was no award available at the time. That is false. I have a screen shot of the award I applied for. Now, XX/XX/XXXX, they say I'm not eligible for having this card in the past. I've never had this card in the past. They are now saying I failed to meet the offer of the terms, but I have read the terms and met all of them. They won't tell me which terms were supposedly not met, yet their representatives all agree I completed the spending requirement. Chat rep supervisor XXXX on XX/XX/XXXX says he can have someone contact me to tell me why I didn't get the bonus, and I requested this be sent to me in writing with a citation of the exact term in the requirements and an exact explanation of how I didn't meet this term. Reference for Amex is XXXX for your reference.
Company Response: Closed with explanation

Timely Response

2019-03-02

Keller, TX

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 non-monetary relief

Timely Response

2019-03-01

Shreveport, LA

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/2018, my Amex Bluebird card was stolen, along with a wallet, from my sister 's locked car. This was reported the day it happened, and they said I'd be protected, that i didn't need to worry. I trusted in the American Express name ... big mistake Today, my fraud claim was denied for the second time. Several online purchases were made after I informed the company. My card was STOLEN. how is that not covered under fraud? I just want my refund. They refuse to do anything whatsoever, if i weren't dirt poor then I guess they might care. They took a month to reissue me a replacement card ; two weeks later i finally got paperwork which i returned on the same day. On the last hour of tje tenth business day they denied my disputes on both occasions Something needs to be done.
Company Response: Closed with explanation

Timely Response

2019-03-01

Federal Way, WA

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 wanted to transfer my amex membership rewards to XXXX XXXX which I transferred before. However, it gives the error " 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. '' I don't have any recent rewards earned or used. I have no idea why it puts all my membership rewards frozen. I called customer service and they said that they have no idea and no clue why it was put under review, but it is frozen and nothing they can help. Trying to reach further to get some info why it is under review for all my rewards, but nothing useful get from customer service. They said everything looks fine, but it is indeed under review, all you have to do is wait 6-8 weeks. This is so unacceptable for put all rewards frozen for 6-8 weeks with no recent activity and no reason!
Company Response: Closed with non-monetary relief

Timely Response

2019-03-01

Boston, MA

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

2019-03-01

Miami, FL

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

2019-03-01

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

2019-03-01

Los Angeles, 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 non-monetary relief

Timely Response