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 95
2019-02-05
Bronx, NY
False statements or representation
Debt collection: Credit card debt
Attempted to collect wrong amount
Complaint: To whom it may concern : I attempted in many occasions to settle a debt I had with American express. Whenever I had a verbal agreement and tried to make payments, they cancel the original agreement.
After many unsuccessful settlements I asked for the last agreement to be in writing. On XX/XX/XXXX I I received a detailed confirmation of the settlement as indicated on the attached copy. I have been making payments on time as per agreement. To my surprise on XX/XX/XXXX I received another letter asking me to pay the entire balance that was the reason of our initial dispute.
The copy of that letter as well as the payment confirmation are attached to this message.
Hopping to hear from you very soon.
Best regards.
Company Response: Closed with explanation
2019-02-05
Mabank, TX
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Card opened as result of identity theft or fraud
Complaint: I received a alert there was a American Express card was applied in my name and I didnt apply and neither nor use this card and I contacted American Express and they put this account in dispute and it was denied 2 weeks later and holding me responsible for this account ending XXXX and there was also payments been made on this account and they dont belong to me and I ask American Express to reverse these payments back to the original owner and they refuse and told me they will look into it
Company Response: Closed with non-monetary relief
2019-02-05
FL
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 opened new credit card account with American Express on/about XX/XX/19 after seeing they were offering an introductory rate of 0 % for balance transfers made within the first 60 days of account opening. Via a telephone conversation the AMEX representative indicated the approved credit limit would be {$1000.00}. I informed the representative that I was displeased with the low amount and required a higher limit in order to do the balance transfer I had in mind. The representative informed me that this {$1000.00} limit was simply the introductory limit approved for all new accounts and that I could request a credit limit increase as soon as I receive my card in the mail. Today ( XX/XX/19 ) I have submitted several requests and spoken to a number of individuals within the Customer Service and New Accounts departments at AMEX. All representatives are indicating AMEX has a policy of not approving credit limit increases within the first 60 days of a new account. Thus, negating the 0 % balance transfer offer and my entire purpose of opening an account with American Express. I feel they were deceptive with their policies and specifically with this promotional offer in order to gain me as a customer.
Company Response: Closed with explanation
2019-02-05
San Francisco, CA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Can't close your account
Complaint: Hello, I called AmEx today XX/XX/2019 and asked to cancel an account. The account has a zero balance. After validating my identity and the account in question, the rep asked a series of personal questions about future spending habits and travel plans. I asked the rep to just close the account. The rep responded that she has a script she needs to follow and can not close unless I answer these questions. When I refused she said she could not close the account. I asked to be transferred to another rep but the same thing happened. She also refused to close the account unless I answered these personal questions. I then asked them to immediately close the account and hung up.
There is an annual fee on the account that will be charged in a couple weeks so I want it closed now before that happens.
Company Response: Closed with non-monetary relief
2019-02-04
Mill Valley, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Personal information incorrect
Company Response: Closed with explanation
2019-02-04
Alexandria, VA
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
2019-02-04
Bell Canyon, 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
2019-02-04
Saratoga Spgs, 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
2019-02-04
Savannah, 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
Company Response: Closed with explanation
2019-02-04
Brooklyn, 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 monetary relief
2019-02-04
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: On XX/XX/XXXX, I applied, and was approved, for the American Express Business Rewards Gold card, which I decided to obtain in order to take over most of the spending from my Gold Delta SkyMiles Business Credit Card I had opened earlier in the year. I was unhappy with the Gold Delta SkyMiles card because of the high fees ( " carrier-imposed surcharges '' ) imposed by Delta on SkyMiles award tickets. For the record, my discontent with Delta 's SkyMiles frequent flyer program is not American Express 's fault. Since I was unhappy with Delta, but happy with American Express, I decided to shift my spending to one of American Express 's core Membership Rewards business cards, the American Express Business Gold Rewards card. I was informed that while I could not change my Gold Delta SkyMiles Business Credit card to the Business Gold Rewards card, I could apply for the card outright.
The American Express Business Gold Rewards card came with a promotional offer ( " Welcome Offer '' ) of receiving XXXX Membership Rewards points after spending {$5000.00} within three ( 3 ) months ( defined by American Express as 92 days ). Having met this spending requirement in early XX/XX/XXXX, I verified my completion of the terms with an American Express customer service representative on the " Live Chat '' feature of their website on XX/XX/XXXX. The representative confirmed that the requirements had been met and that the Membership Rewards points would post to my account within 6-8 weeks. A copy of this transcript is enclosed herewith as Exhibit A.
I followed up this chat with another question on XX/XX/XXXX, as I was unsure as to whether I needed to actually " pay in full '' the {$5000.00} balance before the XXXX Membership Rewards points could be issued. I was admittedly in a rush to obtain the Membership Rewards points in order to plan a vacation for my family for XX/XX/XXXX. While I was assured by the representative that I did not actually have to pay the {$5000.00} amount spent in full before the Membership Rewards points would be issued, the representative was unable to locate any Welcome Offer on my account. Upon further review by the representative, I was told that my eligibility for the Welcome Offer was " declined '' and that I would not be receiving the Welcome Offer. No reason was given, apart from it being an " internal decision ''. After pressing the representative for more information, I was transferred to a supervisor over live chat and the supervisor confirmed that I was not eligible for the Welcome Offer. The supervisor also strangely asserted that I should have been alerted to my non-eligibility at the time of my application on XX/XX/XXXX. Obviously, I was never alerted to this non-eligibility, or I would not have spent {$5000.00} and contacted the chat representative on XX/XX/XXXX in order to confirm the requirements had been met. A copy of my conversion on XX/XX/XXXX with the representative, and the representative 's supervisor, is attached herewith as Exhibit B.
At this point, I was very concerned, as I had already made plans to travel based on my conversation with the initial representative on XX/XX/XXXX. I decided to re-read the full terms and conditions of the Welcome Offer myself. Upon reviewing the terms and conditions of the offer, I came across a clause stating that the Welcome Offer is not available to applicants who " have or have had '' this product. Having never had an American Express Business Gold Rewards card, this was not an issue.
The terms further state that American Express " may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility ''. The terms and conditions attempt to clarify this clause by stating that " abuse, misuse, or gaming in connection with the welcome offer '' will render an applicant ineligible and lists the following situations as examples : ( 1 ) applying for offers which were not intended for the applicant, ( 2 ) cancelling or downgrading the card within twelve ( 12 ) months of opening the account, or ( 3 ) cancelling or returning purchases made to reach the {$5000.00} " Threshold Amount ''.
None of these particular exclusionary situations apply to me personally because : ( 1 ) the offer was publicly available and was not specifically targeted to any individual or business, ( 2 ) the card has not been cancelled or downgraded since the account was opened, and ( 3 ) despite a few returned purchases, the total amount spent on the card has not dropped below {$5000.00} ( and in fact, as of the date of this complaint, the 3-month/92-day spending period has not yet elapsed since the account was opened ).
In spite of the fact that I appeared to be eligible, having never had the card in the past and not " abusing, misusing, or gaming '' as described above, American Express stands by its " internal decision '' that I am not eligible for the Welcome Offer. In denying my eligibility for the Welcome Offer after having themselves confirmed my eligibility on XX/XX/XXXX American Express makes it impossible for consumers to make informed credit decisions with impermissibly and unenforcably vague terms and conditions as to offer eligibility.
For me personally, as someone who always pays in full and on time, " interest rates '' and " late fees '' are not factors that I consider when selecting a credit card. Rather, I focus on a credit card 's benefits, rewards, and promotional offers. As a result, eligibility for such promotional offers is always an important consideration for me when making credit decisions.
Ultimately, my complaint is as follows : ( 1 ) American Express 's vague terms regarding offer eligibility make it impossible for consumers to make informed credit decisions at the time of their application for credit ; ( 2 ) American Express themselves profited from card processing fees, colloquially known as " swipe fees '', generated through my spend of over {$5000.00} since XX/XX/XXXX, while simultaneously refusing to honor the Welcome Offer extended to me which motivated the {$5000.00} spend ; and ( 3 ) by informing me on XX/XX/XXXX that I was eligible for, and would receive, the Welcome Offer within 6-8 weeks, and then subsequently denying me the Welcome Offer two ( 2 ) weeks later, American Express allowed me to rely on Membership Rewards points which would never be credited to my account.
Company Response: Closed with explanation
2019-02-04
PA
Communication tactics
Debt collection: Credit card debt
You told them to stop contacting you, but they keep trying
Complaint: Somehow, American Express obtained my cell number in an attempt to get a message to and obtain information to reach my brother ; which neither my brother nor I had given them said number ; nor has there been any connection with said telephone number credit or financial histories. I called them to tell them to stop ; and I have told them we have given him the message ; ; but they couldn't do anything because I don't have my brothers account number with them, or his credit card number. I also have copies of several voice mails they have left ; that I can furnish you with, upon request. I have two numbers that are connected with this complaint ; which are ( XXXX ) XXXX and/or ( XXXX ) XXXX. My brothers name is XXXX XXXX XXXX.
Company Response: Closed with non-monetary relief
2019-02-04
Shoals, GA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Complaint: A victim of identities theft fraud regarding 1 account. I have never owned nor applied for a credit card account with XXXX XXXX. This has appeared on my credit report and I launched a police investigation as advised to by the lender to have this removed from my account as it is not mine! I submitted the police case number for the investigation and the i police investigators name of who is handling the case. I attached the information and documented it within the dispute but XXXX failed to remove this information from my file after disputing it. I dont know what else to do because I also disputed false report its of American Express staying to XXXX that my account was in collections which was not correct when XXXX checked into that dispute. Both disputes were lumped within the same dispute and nothing was done by XXXX to remove this erroneous, negative information regardless of what I have substantiated to be incorrect and false!
Company Response: Closed with explanation
2019-02-03
Bellmore, NY
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with monetary relief
2019-02-03
Warrenton, VA
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 am an American Express Gold cardmember and one of the benefits of the card is earning 4x points while dining at US Restaurants. Ever since this benefit was added to the card, I have had issues with earning points at certain restaurants ( XXXX, XXXX XXXX, and XXXX ). Even though the merchants I am having issues with are all properly categorized as restaurants on my statement, they only earn 1x points. As of my XX/XX/XXXX statement, this problem affected a total of {$210.00} in transactions.
I have been in contact with American Express 6 times regarding this issue and it has not yet been corrected. Dates of contact, representative info, and their responses are below.
XX/XX/XXXX XXXX advised it was too soon to submit a ticket on the issue and to contact them back in a few days.
XX/XX/XXXX Initial ticket opened with XXXX for XXXX and XXXX XXXX.
XX/XX/XXXX XXXX advised XXXX had been corrected in their system and I was issued a credit for the missing points. Their back office did not address XXXX XXXX. New ticket was submitted. Was told issue would be resolved in 7 to 10 business days.
XX/XX/XXXX Deadline for resolution passed with no action. XXXX advised to call back after XX/XX/XXXX statement points were pending and they would put in a new ticket.
XX/XX/XXXX XXXX put in a new ticket for XXXX XXXX, XXXX, and 2 transactions at XXXX that were not fixed previously. I was again told 7 to 10 business days for resolution.
XX/XX/XXXX Still no action on prior ticket. XXXX added new transactions from XX/XX/XXXX statement into ticket. She blamed prior lack of response on sometimes getting backed up with cases. I was again given a quote of 7 to 10 business days for resolution.
It is now XX/XX/XXXX, and I still have not received my missing points or heard anything from American Express. Due to their lack of action, I am opening a complaint with the Consumer Financial Protection Bureau.
I am attaching a full list of the transactions that are missing points as well as screenshots from my statement showing that all 3 merchants are US Restaurants.
Thank you for your attention to this matter.
Company Response: Closed with non-monetary relief
2019-02-03
San Francisco, CA
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 rented a car on XX/XX/2017 for 1 day, returning it on XX/XX/2017. The cost of the rental was {$1500.00} with a deposit of {$2000.00}. After several text messages back and forth, my deposit was refunded to me in full on XX/XX/2017. On XX/XX/2017 a charge for {$7100.00} was charged to me with the comment of " damages ''. I eventually received an invoice from the car rental company showing what the amount was for, which I believe to be fraudulent. American Express originally stated that I acknowledged the damages due to my signature being on the receipt, however the " damages '' line was added in well after the fact, and I never accepted them.
The invoice that the car rental company provided shows 3 items : parts for a mechanical issue, labor, and loss of use. This was dated XX/XX/2017 ( when I was originally charged the {$7100.00} ). However the receipt they provided to Amex has my signature dated XX/XX/2017 ( the date the vehicle was picked up at my hotel ). It's not possible for the rental company to have determined all of these costs at the hotel and for me to have acknowledged and signed for them. They would have needed a mechanic to do this and I wouldn't have known the final amount until several days later. It's just not possible for them to have seen these issues, known the cost of parts and labor and loss of use while picking the car up at the hotel. I watched him drive the car off in perfect condition.
That said, American Express encouraged me to work with their car rental claim department on this ( my rep 's name was XXXX XXXX ). She was unable to receive any documents from the rental car company and continued to escalate internally within American Express. Amex told the claim department that they agreed that it was fraud but could not do a charge back since too much time had passed, and therefore I am out of luck. You can see my exchanges with the car rental claim department in the attachments as well as my original dispute documents with this charge.
Company Response: Closed with monetary relief
2019-02-03
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
Company Response: Closed with non-monetary relief
2019-02-03
San Jose, CA
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
2019-02-03
Granite, MD
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Company Response: Closed with explanation
2019-02-03
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
Complaint: I applied for American Express Every Day Credit Card on XX/XX/XXXX and was approved for XXXX Membership Rewards Points after spending {$2000.00} within 3 months as welcome bonus. Now after 3 months I didn't receive my welcome offer even though I've met the spending requirement. I tried to talk to American Express and they said my welcome bonus was declined with no reason. During the application process, there was no pop out window reminding me I would not eligible for this welcome bonus offer. I hereby request American Express to investigate my case and grant me the welcome bonus.
Company Response: Closed with explanation
2019-02-03
Northside, NC
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 the XXXX XXXX XXXX XXXX Business Card on XX/XX/XXXX and was approved. There was a bonus offer of " A {$100.00} STATEMENT CREDIT after your first purchase on the XXXX XXXX XXXX XXXX Business Card within your first 3 months. Plus, earn XXXX XXXX XXXX Bonus Points after you use your new Card to make {$3000.00} in eligible purchases within the first 3 months of Card Membership. '' I made my first eligible purchases with the card on XX/XX/XXXX, and completed {$3000.00} in eligible purchases on XX/XX/XXXX.
On XX/XX/XXXX, I confirmed that these offers were in effect via the " American Express Chat '' online. However, I followed up on the status of the offer ( since I had not yet received either the {$100.00} statement credit or the XXXX bonus points ) on XX/XX/XXXX, and I was informed via the " American Express Chat '' online that the welcome bonus offer was declined.
Company Response: Closed with explanation
2019-02-02
Lk Buena Vis, FL
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
2019-02-02
Chattanooga, TN
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Complaint: American Express offered a statement credit of {$150.00} for spending {$750.00} on a cruise associated with the XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ). This was POID : XXXX and the offer expired XXXX. I read the terms and conditions in the entirety and the following was listed " Excludes if not booked at time of reservation : airfare booked through cruise line, excursions, Prepaid food/beverage programs, ... ''. When booking the cruise, I booked additional excursions and selected prepaid beverages while making the original reservation. While reviewing the reservation, I noticed XXXX 's website did not bundle these purchases together. I was going to have to pay for these items in separate transactions.
On XX/XX/XXXX, prior to paying, I placed a call to the XXXX XXXX XXXX customer service and asked if there was a way for these three separate transactions to be processed together with the reservation. I was advised due to different " cost centers '', the reservation, excursions, and food/beverages transactions are processed separately.
Still prior to paying ( XX/XX/XXXX ), I called American Express to discuss the offer details and inquire whether having three transactions come through at the same time and aggregate over the {$750.00} threshold for the offer will still count. The person I spoke with placed me on hold and discussed with the offers department the details of the offer. I was then advised the as long as the threshold was reached, the offer would apply. Notes were supposed to be added to my account detailing my concern prior to making the purchase, in case the offer didn't process. I was advised the offer should process in 6 weeks.
I proceeded to pay for the reservation on XX/XX/XXXX and the following posted to my account : XXXX XXXX XXXX XXXX XXXX XXXX XXXX - XXXX, FL - {$35.00} XXXX XXXX XXXX XXXX XXXX XXXX - XXXX, FL - {$320.00} XXXX XXXX XXXX XXXX XXXX - XXXX, FL - {$520.00} These 3 purchases combined crossed the {$750.00} threshold and were made at the time of reservation. I called American Express on or about XX/XX/XXXX because no credit had applied. I was advised they saw the offer and it was still awaiting processing. I was told to wait 2 more weeks.
I called again XX/XX/XXXX and was advised at that time there were no notes on my file about the offer. The representative I spoke with submitted a complaint for review. I was told the complaint would be reviewed and to follow up in two weeks.
I called again on XX/XX/XXXX and advised the representative there was a complaint filed, but I lost the complaint #. I was advised there was no complaint and I did not qualify for the offer. The representative spoke with the offers department and connected back with me advising the way the purchases were made did not qualify. I told them I was advised by their company the offer would be applicable, which is why I made the purchase. I was told a complaint would be submitted to the offer 's department for review and to call back in 2 weeks.
I called again on XX/XX/XXXX and was escalated to management and spoke with XXXX ( badge # XXXX ). I was again advised that I did not qualify for the offer due to how the purchases came through. I requested the original call be pulled for review to verify I was told the purchase would qualify. I was told the call would be pulled by their back end team and if there was a reversal of the decision, I would receive a call within 5 working days. If there was no reversal, my account would be updated with notes why.
I called back on XXXX. The representative I spoke with placed me on hold to speak with management and when reconnected, I was advised the call was still being pulled for review and there was no official decision. I was told to call back after the weekend for an update.
I called again on XXXX and was told the call was still being pulled for review and these things take up to 15 working days to resolve. I was told by the manager, it would be complete within 5 working days. I provided the details of who I spoke with previously to the current representative. The representative I spoke with acknowledged who the manager was and stated they would put in an escalated request from the same manager to call me back within 4 hours. I consented to American Express contacting me directly and have not received any follow up since.
This issue has been going on for nearly 4 months with no resolution. I have placed a total of 6 follow up calls and have done by due diligence trying to resolve this with American Express directly.
Company Response: Closed with explanation
2019-02-02
Elmwood Park, IL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Complaint: XXXX XXXX- On XX/XX/XXXX someone from XXXX XXXX pulled my credit report. I am a vicitim of identity theft. I called XXXX XXXX on numerous occasions and was told to write a letter. I wrote 3 letters and have never received any information and the inquiry is still showing up on my credit report as of today XX/XX/XXXX.
XXXX XXXX- On XX/XX/XXXX someone from XXXX XXXX pulled my credit report. I am a vicitim of identity theft. I called XXXX XXXX on numerous occasions and was told to write a letter. I wrote a letter and have never received any information and the inquiry is still showing up on my credit report as of today XX/XX/XXXX.
XXXX XXXX- On XX/XX/XXXX someone from American Express pulled my credit report. I am a vicitim of identity theft. I called American Express on numerous occasions and was told that the inquiry would be removed from my report. I never received a letter to confirm this and as of today XX/XX/XXXX it is still showing up on my credit report. ( XXXX )
Company Response: Closed with explanation
2019-02-02
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: The original balance was XXXX. They gave me a minimum payment amount of XXXX. I gave a XXXX payment that was never credit and the charges doubled to XXXX. The payment was never credited
Company Response: Closed with explanation