Date Received: 2023-11-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I was scammed by a phone caller on XX/XX/2023 who made me believe he was with American Express. I contacted American Express immediately after hanging up with the caller. He made purchases without my permission as we spoke. I never gave him my card information because he already must have had it. American Express is holding me responsible for charges of over {$4300.00} made in XXXX. I've been with American Express for over 50 years and never travelled out of the country, including XXXX. They never contacted me by phone to check on the charges being made. I was not protected by American Express as they claim I would be.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
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: On XX/XX/XXXX, I initiated a dispute regarding a charge online via my online account with American Express. After answering their questions, and submitting my response, American Express declined to proceed with investigating my claim. After receipt of the denial, I contacted American Express directly and spoke to a customer service representative. I was asked to explain my case again and the reason for the dispute. Per the Representative, I " selected the wrong option for my dispute '' and the Representative initiated my dispute afterwards. While I am happy American Express is proceeding with the investigation, the regulation requires that investigations be initiated as long as they fit within the regulatory timeframe to file disputes. This act presents a potential violation of Truth-in-Lending laws. I am requesting that American Express provide an answer as to why my initial dispute was not processed.
Company Response:
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I am writing to express my immense frustration and disappointment with the customer service provided by American Express in relation to my Hilton Honors Credit Card, which includes the Priority Pass benefit. I have encountered a critical technical issue with the registration of my Priority Pass, and despite opening two separate cases with Amex in the last three weeks, I have yet to receive a satisfactory resolution to this matter. The first case was initiated on XX/XX/XXXX ( case number XXXX and XXXX ), and I was initially told that it typically takes 7-10 days to resolve such issues. However, it has now been well over 3 weeks, and I have not received any updates or progress reports from Amex regarding the status of my case. This is not only unacceptable but also extremely inconvenient for me, as I rely on the benefits associated with my Hilton Honors Credit Card, including the Priority Pass. When I called Amex seeking assistance, I was met with further frustration. The customer service representatives could not provide me with a specific timeframe for when the issue would be resolved. I was simply told to wait, which is not an acceptable response, given the extended time it has taken to address my problem. Furthermore, there was no offer of any alternative solution or workaround to mitigate the inconvenience I am experiencing.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: In early XXXX, XXXX I moved from XXXX to XXXX after a near XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thus, I am unable to use the phone. I reached out to my credit card company, American Express requesting them to update my address and phone number. I sent numerous letters via US Mail to the customer service addresses listed on their website. They will not respond to replace my card or to close my account if they do not want to issue me a new card. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I no longer have access to my old number after it was disconnected and I was transferred to XXXX for XXXX XXXX. I would like this account updated so I can use it, or closed immediately.
Company Response:
State: AZ
Zip: 85718
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My credit was used without my permission.
Company Response:
State: AZ
Zip: 85122
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
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: On XX/XX/2023 my American Express card was used to create unauthorized charges through AMEX Send and XXXX accounts. My AMEX card was accessed through my XXXX account which was hacked into. As a result a {$2000.00} charge was added to my account. When I noticed the charge I called American Express immediately. The AMEX agent took some time to investigate this charge and discussed it with their fraud team. He then informed me that this was a common scam that is being used and assured me that I will not be responsible for the charges. The agent then issued me a new card. The agent said that this incident would be investigated further and I would receive a letter in 30 days and then the {$2000.00} charge would be removed from my account. It's now been 2 months and I have not received any letter from American Express. Since I was told that Im not responsible for the {$2000.00} charge I did not pay it on my next bill and I incurred a {$34.00} interest charge as a result. I have called American Express three more times about this charge and investigation. Each time I called I was told I should be receiving the letter within days but I havent received it. In the mean time interest charges keep accruing on the account. When American Express finally closed the AMEX Send account I was only credited {$4.00} on my account leaving {$1900.00} + {$34.00} interest that I was told again Im not responsible for. I have an excellent credit rating and have been an American Express card holder for 20 years. I always paid my bill in full every month. Now my credit rating is probably affected by these charges. I am asking that American Express resolve this issue immediately and remove the following charges from my account. They have already indicated that Im not responsible for the charge so it should be removed immediately. Charges : {$2000.00} AMEX Send ( XX/XX/2023 ) XXXX {$4.00} Credit ( XX/XX/2023 ) Sub total {$1900.00} XXXX {$34.00} Interest ( XX/XX/2023 ) Total {$2000.00} I am also asking that American Express fix my credit report if it has been affected by this activity. Thank you.
Company Response:
State: NY
Zip: 11783
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I was covid tester and moved to new place where I tired to get a job. Then my job got reduced and was getting help with supporter. I was patient when i came and told me everything will be take care. There a lot fraud happening since I live in XXXX. i hear they made change owner. I thought everything would changed and stay new life. However, another purchased for job but got no money in from other benefit such hour reduced. I got nothing to hear from them. Therefore, i tired to called and explain that it has been taking care and no need to worried. There no any action, however ; the banker lie to me and puts all the past due over me. Then, I did not get any benefit from hour reduced and had gone into personal health issue. American experess has gone so much issue until I get another new one that I was very careful. Another card I had with no purchased were close. All the XXXX money and my own saving money has used on life purchased and job with family support income. Will there a program call housing assistant? Is the temporary or long term? Will someone come in and open the door? Or someone look into your building? Was this reason you can not have good health account with saving? Yes! The job duty and called to explain but there were a process of these. Were there someone tired to access? I was not sure but american express having update system for new projected. Does it effect your account? It should not effect because it was not your fault. However, they were sending the money over me. So weird!
Company Response:
State: CA
Zip: 946XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have XXXX, {$100.00} AMEX prepaid gift cards that I have tried using in various stores in person and online over the last few YEARS and have never been successful. I keep being told to try different places and eventually they will work, but honestly this feels like a frustrating experience that's embarrassing and will never work. I essentially have {$200.00} that can never be spent and I don't know what to do at this point.
Company Response:
State: TN
Zip: 37221
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have a physical Gift Card. I tried to make a purchase through XXXX. XXXX told me that my items shipped but a backup method was used. XXXX explained that American Express declined the transaction. I called American Express and they said that the card does not work with certain merchants. XXXX has never had issues with american express as far as payments. When I XXXX this particular problem, this has happened to other people where the physical gift card does not seem to work when purchasing online, but it only seems to work at physical locations ( in-person ), which is a major inconvenience. So now, this has inconvenienced me financially, because XXXX had to use a backup method of payment I had no intention of using. This is totally on American Express, and more complex and annoying than it should be.
Company Response:
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I entered in a Consumer transaction with American Express... I applied for the American Express XXXX XXXX... and was Denied. I was the one who initiated the credit.They use my Card card ( My Social security number )... Illegally ... accord To federal law, and it discriminatory. Please refer to the attached letter explaining my position. I sent this letter.. notarized ... and by Certified mail!
Company Response:
State: OH
Zip: 43613
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A