Date Received: 2023-11-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/2023 charge to my AmEx credit card for {$30.00} labeled as XXXX XXXX XXXX XXXX XXXX XXXX '' with a same day reverse of the charge for the exact amount labeled as " XXXX XXXX XXXX XXXX ''. The description is nonsensical and most any layperson not in the finance industry would not have a clue what that is. I requested an explanation but really didn't get one other than it was an internal error and they corrected it. That's fine, but why was I not proactively informed? What is the root cause of this error? What my credit card info compromised in any way due to AmEx 's error? What is being done to fix it? Was it a human error? Was it a tech error? Again, what is the root cause and why was my credit card affected, and why was I not notified? AmEx had no explanation for this- just repeating back " they fixed it ''. Was this mysterious charge for {$30.00} from another person 's credit card charge? How and why did this {$30.00} come about?
Company Response:
State: TX
Zip: 75206
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX an unknown individual used my name and personal information to reserve an international flight through XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) using my name and American Express card. This unknown subject booked this flight starting at the XXXXXXXX XXXX XXXX on XX/XX/XXXX which was to fly first to XXXX, XXXX, then to XXXX XXXX XXXX XXXX XXXX XXXX then to XXXX XXXX XXXX XXXX and then back to XXXX XXXX all on the same day. The total billing placed my American Express card for this unauthorized flight was {$3700.00}. I became aware of this situation when I reviewed the statement for my American Express Card account online on Monday XX/XX/XXXX. Since then I have been in contact with American Express 10 times by phone and sent supporting documentation ( IDtheft.gov report, XXXX XXXX MD Police Report, IRS Affidavit of ID Theft, and associated letters, including cover letters ) on three separate occasions, both by hard-copy mail and through their document submission portal since XX/XX/XXXX. Their investigation has been totally inadequate and inconsequential stating that XXXX XXXX supports that the reservation was made without any acknowledgement or reference to identity theft. As of today ( XXXX XX/XX/XXXX ) the charge has again been reinstated, basically ignoring any aspect of identity theft or supporting documentation provided thereof.
Company Response:
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: To : American Express Virtual Prepaid Card I don't remember the history of the card, but I tried to use this card multiple times over the course of 3 months. ( You can check the history of the card, the customer service agents were able to see it whenever I contacted them ) I've tried to use it at XXXX, XXXX, XXXX, and XXXX. Customer service can not help me. They just tell me to try different websites, but the card should be able to be used anywhere American Express is accepted. I have called customer service a total of 3 times already, and the last time I spoke to XXXX, who said I can try again at XXXX after XXXX. I keep trying for the full amount, but XXXX has done an authorization charge, before processing my order and keeps telling me that I need to change my payment method. This is unacceptable, as the virtual prepaid card should be equivalent to cash but I can't use it anywhere.
Company Response:
State: CA
Zip: 91755
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: A {$100.00} Amex prepaid gift card was purchased on XX/XX/2023 from XXXX. The gift card has been useless at over 10 merchants online. I called XXXX customer service and they only offered a phone number for Amex gift cards. I called the number multiple times but no live person is available, only an automated set of options to select. None of which lead to an individual.
Company Response:
State: LA
Zip: 71301
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have XXXX inquires on my XXXX credit report that I do not know anything about I have report this to the XXXX credit company and there is know action taken place my wallet was lost by XXXX XXXX XXXX police department and my information was taken by somebody and it has been use still today their useing my identity
Company Response:
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have never authorized any of this misleading information to be placed on my credit report. Also spoke to both Progressive and receivable management and they both are declaring they did not get any authorization from any authorized user to project any of this Information to the credit bureaus.
Company Response:
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Subject - Ref. XXXX / Disputed charge of {$260.00}. XXXX Dear Customer Service, On XXXX, XXXX XXXX, I made an on-line reservation to obtain a hotel room at approximately XXXX. I checked out the hotel at XXXX. In the parking lot, there was an incident with my son where he was called a derogatory name. ( He was called the XXXX word. I went to tell the front desk, but they were busy. My family did not feel comfortable. I called XXXX customer service immediately. ( The time was around XXXX. ) They provided verbal confirmation that this hotel room would be cancelled. I was also communicating through the chat where they told me the same thing. They were very apologetic. I had the room on hold for maybe two hours. We never checked in. XXXX XXXXXXXX or XXXX was not harmed in any way. Due to the mishap that my family experienced on the property, I never doubted that XXXX would not honor their word and reverse the transaction. They could have done that immediately. To my dismay and to my surprise, they send an email that they would not refund my money. I was very confused. As a long time and loyal American Express customer, I was confident that American Express would take up for me in light of these circumstances. Consequently, I did ask XXXX if I could receive a one-night hotel stay in lieu of the refund. I was refused.
Company Response:
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have a credit card issued by American Express. I subscribed to an online streaming service based on a monthly fee using my American Express card. The service was subject to a Free Trial period. I cancelled the service within the Free Trial period. The merchant cancelled the service but charged me for a full year of the service. So, I don't have access to use the service but was still charged for the full year. I opened a dispute with American Express and provided documentation supporting my dispute. The merchant also provided a response to the dispute. American Express found in favor of the merchant ( XXXX XXXX XXXX ) and sent me a letter containing the merchants response and asked for additional information from me to re-open the dispute. The problems : 1. I already included the information they requested when I opened the dispute, but I did provide the information again along with more detail. 2. I read the response from the merchant and it was filled with discrepancies and fraudulent. It is easy to see this if you read through the response in detail. American Express reset the dispute in their system to status of Unsubmitted and it would have been deleted from their system in XXXX hours had I not caught. I contacted American Express by phone and asked them to explain why they reset the dispute and they could not give me a reason. I then asked if they received my documentation and they said yes. So I asked to discuss some specifics of the documentation and they could not. It then became obvious to me that the lost and never read the documentation I provided and I dont believe they read the response from the merchant either. If they had, they would have seen the same fraudulent discrepancies that I did. The merchant is based in a foreign country and has numerous complaints on the BBB for doing what they did to me. I do not believe that American Express is fulfilling their fiduciary responsibility to protect their customers against fraud and theft. At least not in my case. I will attach more information to this complaint.
Company Response:
State: IL
Zip: 60108
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: This is referring to dispute XXXX Dealing with a merchant that is refusing to accept a return claiming it is there system and that they submitted a ticket to get it fixed. They say this every time, for a month. And then it was closed because to quote what AMEX sent me exactly : In response to our inquiry merchant has provided us with detailed explanation of the charge that this is a XXXX XXXX XXXX sale wherecustomer has inspected the merchandise and carried it along with him on same day and also card was chipped at time of sale. Theyfurther states Order number will not be created for cash & carry sale, customer has to provide return receipt or contact store for thesame. Paying with a chip? Ordering with cash? What in the world is this. Where does it say we refuse to fix our system and accept return or that we are lying and just trying to weasel our way out of honoring our return policy?
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Hello I received an american express rewards card through a cash back site, XXXX These virtual cards are declined online and in brick and mortar stores, at restaurants and grocery stores, or XXXX wallet - no one will take these cards. I call AMEX customer service and they can not offer me any resolution. They can not tell me where I can use the cards ( their site claims you can use them anywhere that accepts AMEX ). They can not transfer my balances for my XXXX unusable virtual cards to a physical card. They can not offer me a refund. They do not allow you to use the cards for partial payments, nor do they allow you to charge too close to the total card balance. This system seems designed to skim a few dollars from American consumers. They hold our legal tender XXXX and tell us there is nothing they can do about it. They falsely advertise that their gift cards can be used anywhere that accepts American Express cards. This is simply not the case. I can not reach a resolution with AMEX customer service nor can the original purchaser. I have been unable to use their cards for a year. My money is inaccessible. All I want is the total balance on my cards in cash/check.
Company Response:
State: TX
Zip: 78727
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A