Date Received: 2023-11-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I purchased four roundtrip airplane tickets to travel from XX/XX/XXXX to XXXX, XXXX. I purchased the tickets through the American Express Travel portal to fly with its preferred partner XXXX XXXX. American Express gets special discounted rates to travel with a preferred partner as part of its international travel program. I paid for the tickets using all the points I had accumulated over the course of 8 years. Around the first week of XX/XX/XXXX, I canceled my trip. I was told that I would get flight credit. The Amex Travel portal showed a flight credit. I relied on the American Express agent informing me I had credit, and the credit showed on my portal. This week I spent over XXXX hours over 3 days with American Express travel agents trying to use my airline credit to reschedule my tickets. On Sunday, XX/XX/XXXX, I spoke with the first Amex agent who told me I had to start my travel before XXXX XXXX, XXXX, in order to use my credit. On XX/XX/XXXX, the second Amex agent told me I had to complete travel by XXXX XXXX, XXXX, to use the credit. That same day, the third AMEX agent told me I had to go through a special process because Amex and XXXX XXXX had ended their preferred partner relationship and the booking had to be approved by a different desk. I was never informed of any plans for American Express to end their partnership with XXXX XXXX, much less of any consequence to my booking. Nonetheless, on that XXXX XXXX, XXXX call, that same agent submitted the request to reschedule and asked me to call the next day to confirm my booking. Today, XX/XX/XXXX, I called to confirm and another Amex XXXX said I have no credit and I forfeited everything by canceling the original trip in XX/XX/XXXX. The agent started by acknowledging that what she was telling me was preposterous and offered to file a global complaint with American Express ( XXXX ), which she said would take 6-8 weeks to resolve. However, a 6-8 week timeframe would be past my flight credit expiration date. I request my money or my points back. One customer service representative offered to restore my points, but it would include a charge of {$2800.00}, despite not taking the trip. This is a taking. After all my calls with Amex, on XX/XX/XXXX, I subsequently called XXXX XXXX directly and they were able to pull up my original travel itinerary but told me they could not rebook me because Amex kept the money for the ticket. She said XXXX XXXX never received the money and I had to return to Amex to rebook.
Company Response:
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was told that the gift card itself was blocking my purchase requests. This is an AMEX Gift Virtual Card. I have verified that the card IS active and has a balance of {$530.00} However, there are no merchants that will accept payment from this gift card. I have tried it for online purchases at XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX, and a number of other vendors. All have declined the payment. Amex Customer service has told me that the card is blocking my attempts to purchase anything. This virtual card can only be used online per AMEX so brick and mortar store purchases are out. So at this moment I am out {$530.00} that AMEX refuses to repay or provide me with an online location that will accept the card for payment.
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I opened a credit card account with American Express. I got the blue Delta Skymiles one. With these points you could not only buy flights and hotels, you had access to the Delta Skymiles Marketplace. This is the reason i got this specific card. I wanted to redeem there. Since XXXX ive been trying to access this website but since then theres a note on the website stating that its under maintenance. On XXXX ( after a month ) i finally decide to call, thinking they had enough time if it was a bug. They share little to no information. Just said that maybe in a month or XXXX it should be back up again. I called back again in XXXX over 3 times and when somebody finally answered there was no new information. On XXXX i called again and there was a recorded message on the call saying that by late summer, it should be back up. I decided to be patient but as soon as XXXX was over i called again. By XXXX nobody had information still. I called again in XXXX and Nothing. Its XXXX now. I did some research and found out that the site has been down since XXXX last year. So it has been almos a full year since this website has been down. At this point, i dont care if i get the points worth in cash or what. But i dont want to loose the points and i have no interest in spending it in an overpriced delta flight.
Company Response:
State: PR
Zip: 00727
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Two prepaid amex cards were purchased on XXXX. I have since tried to use them numerous places and they are consistently declined. When I'm able to reach customer service their solution was to try somewhere else. All attempted transactions were at merchants that accepted American Express and the transaction amount was well under the balance of the gift card. A few of the merchants attempted are XXXXXXXX XXXX XXXX and my hair salon.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: All my personal and business Amex accounts were suspended in XX/XX/2023. There were several disputed charges on two business cards ( XXXX and XXXX XXXX ) and I provided details about these charges as Amex requested. They kept my all accounts suspended. In all my correspondence with Amex regarding this issue, they never provided any explanation as to why all my accounts were suspended, particularly the personal cards. On XX/XX/2023, they closed all my accounts with no notice or reason provided. I am requesting an explanation for the account shutdown after 17 years as a customer. I also am requesting refunds for all unused credits on all my cards since XXXX including XXXX credits, hotel credits, wireless credits, XXXX credits and any other credits I was unable to use. I also would like my accounts reopened, particularly all my consumer accounts as none of them were affected by any of the disputed charges.
Company Response:
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is week 2 and I am still asking XXXX ( the Special Handling person XXXX XXXX has still to contact me ) concerning getting the information accurate on the XXXX Report. I am attaching the correct info with balances from the companies. I am closing on a loan to pay off and lower intersest on these synchrony high interest rate cards/loans. please use this info to update. my credit scores dropped XXXX points in one day from XXXX to XXXX still good but why? i have not opened credit and i have paid down the cards etc. Let me know.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for an XXXX XXXX XXXX XXXX in good faith and was denied. Regardless of the reason for being denied, I have a right to credit. Withholding my access to my securities is securities fraud. You are violating the EQUAL CREDIT OPPORTUNITY ACT and the CONSUMER CREDIT PROTECTION ACT. Since you are denying my credit, please retract my application.
Company Response:
State: FL
Zip: 32809
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: Upon receiving a legal name change, I contacted American Express to update my name on all three of my accounts. I used their online system to update my information. First I went through what the name should be, then I selected the main account and chose to have it applied to the other two accounts as well, then I uploaded the documents requested to change the name. American Express changed the name on my main credit card with them. And on the AMEX app, my name was changed as well. As I was looking recently at my credit report, I saw that two American Express credit card accounts were missing. When I logged into my account, I noticed that American Express only changed the first credit card and ignored the request to change the other two which I had selected. I contacted American Express chat on Tuesday, XX/XX/23, and went through two agents. The " supervisor '' XXXX said I had to call in as they could see the documents which were uploaded. I then called in and spent over an hour with at least five different agents, including two that hung up on me and one that was in the wrong department. They transferred me to past due rather than " Account Services. '' Finally I ended up with XXXX, a " supervisor '' who reviewed all of my cards, my documents, and knew that they all belonged to the same person, mind you they are all showing under my account currently. He assured me that my name would be changed within 24 hours to the correct name. I made him give me a case number for the call. When reviewing this morning XX/XX/23, I found that my name had not been changed at all on the two wayward accounts. They are still under an identity which is no longer valid. I called in and spent two and a half hours on the phone with three agents, including two " supervisors. '' The first one kept putting me on hold and coming back to ask a question. This went on for over forty minutes with over five minutes on hold each time. The first " supervisor '' was unable to help and kept insisting that while he could see the documentation that was submitted and see my new name, it had to be done again. The second " supervisor '' named XXXX also could see it and said there was nothing they could do other than have me correct their mistake. I captured screenshots for their website as I went through the process again. I asked if he could see when I submit the information and he assured me that he could. After I submitted, verifying what I was adding as documentation, I asked if he could see if it was received and he said that he wouldn't have access to that for a while. So, I was lied to. But I did verify that uploading my Virginia Driver 's License would be fine. I will admit, I am beyond livid with this whole experience. XXXX came across as very uncaring about this. When I asked him for a case number, he said that they don't give them. When I asked why XXXX gave me one and he couldn't, he made reference to that case was never worked. I finally got a reference number. Now because of their error, my credit score has taken a hit because I have less available credit where the two cards are not showing. Another frustration is all through the time and exchanges, very little was said outside of scripted replies. They don't really care at all, but their scripts make them say caring words but with no caring inflection. Never have I dealt with a company as inept and with no compassion as American Express is now. In previous years, my encounters have always been positive and they made me feel valued. Now, they don't care at all and would rather hold on to my old identity, even with proof before them that they admitted to having than to make me feel secure in my new identity with a correct and accurate credit score.
Company Response:
State: VA
Zip: 24551
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have received 3 Amex rewards cards in the amount of {$25.00} a piece in the past year. I've tried many time to use them. Ive tried using them everywhere that accepts Amex cards. They are always declined and my purchase is always with in the balance amount. They just don't work. And when you call them to check your balance the give the balance and tell you it is active and it should work, but give no explanation as to why they aren't working. They give me a number that is for XXXX and XXXX gift cards that does absolutly nothing to help. I am frustrated beyond words. I just received a new one from my company again a few days ago and tried today, XX/XX/2023, to use and the card was declined. I called again and was given that number to call XXXX XXXX XXXX which is for a XXXX or XXXX gift card. No help at all. I have all the account numbers, expiration dates and balance of all the cards
Company Response:
State: PA
Zip: 17225
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have sent American Express numerous of letters and evidence to remove the inaccurate late payments off my report and they have ignored all of my attempts and continue to violate the consumer laws of15 U.S. Code 1681n - Civil liability for willful noncompliance and also15 U.S. Code 1681a - Definitions ; rules of construction ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ;
Company Response:
State: CA
Zip: 922XX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A