Date Received: 2023-11-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have been an Amex customer for 29 years. I received an Amex bill for my account ending XXXX for {$1300.00}, minimum pay due {$40.00} on XX/XX/XXXX. I called the telephone payment and paid the full amount of the bill which posted XX/XX/XXXX. I got a bill the next month for {$38.00}. Apparently, I was charged interest on the entire charge of {$1300.00} PLUS a late fee of {$29.00}. The first time a payment was late. I spoke to two supervisors, XXXX overseas employee # XXXX and XXXX in the US employee # XXXX. Both tried and were unable to waive the fee or the interest because they said the computer wouldn't allow them to. XXXX refused to transfer me to her boss or Corporate and refused to give me the name of the person in charge of retail credit cards and only gave me the corporate address at AMex XXXX XXXX at XXXX XXXX XXXX in XXXX. She had no floor number, room number or person to address a complaint to. These fees are ridiculous. I am being billed almost the amount of the minimum due on my previous bill which was paid in full. I have a XXXX balance except for a {$38.00} because instead of posting a payment as of midnight on XX/XX/XXXX, it was paid a few hours later at lunch time on the XXXX. There is no discretion, no customer loyalty and this is a disgusting and blatant money grab by AMEX taking advantage of customers who barely miss a deadline. They need to be sued and forced to impose a discretionary period and should not be allowed to charge a late fee on a balance that was paid in full, even if considered a few hours late.
Company Response:
State: NY
Zip: 11530
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Description of the Issue : On XX/XX/2023, I utilized the advertised promise by American Express to be reimbursed for airline fees, including in-flight internet services. I was under the impression that all incidental airline fees would be refunded. The terms and conditions document from American Express contains only one reference to internet services, specifying that " fees not charged by the Card Member 's selected airline ( e.g. wireless internet and fees incurred with airline alliance partners ) do not qualify for statement credits. '' This clause is ambiguous and did not clearly indicate to me that in-flight Wi-Fi charges from my chosen airline would be excluded. On contacting Amex on XX/XX/XXXX regarding this matter, I was told that in-flight Wi-Fi charges do not qualify for reimbursements. Furthermore, the representative pointed out that " the eligible and ineligible charges are not mentioned separately '' in the terms and conditions, which I find misleading. Attempted Resolutions : Prior to this letter, I have taken steps to address the issue with American Express. I reached out to their customer service and even spoke to a supervisor. However, their stance remained unchanged, confirming that in-flight internet services are not eligible for the credit.
Company Response:
State: CA
Zip: 95117
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: 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: XXXX charge {$140.00} Amex acct XXXX XXXX Case # Amex XXXX I received a credit of {$98.00} for the above purchase of airline ticket I submitted 2 NOT FIT TO FLY certificates from doctor and hospital indicating medical reasons as to no travelling XX/XX/XXXX - mid XXXX due to ongoing XXXX XXXX at hospital XXXX XXXXXXXX reimbursed me FULL $ refund under # XXXX booking XXXX XXXX XXXX This was one way going on XX/XX/XXXX I had a return ticket bought on American Express XXXX XX/XX/XXXX XXXX XXXX XXXXXXXX for {$140.00} Why was I given partial refund of {$98.00} and not {$140.00} I wish to dispute the remaining {$47.00} charge and want a refund of this amount I do not know why inconsistency and as a travel platform they should be my advocate with airline for full refund
Company Response:
State: NY
Zip: 10583
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: 2023-11-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I AM A VICTIM OF IDENTITY THEFT FROM XXXX XXXX BREACH! 1. Conduct a thorough investigation into the unauthorized inquiries and negative remarks mentioned above. 2. Provide me with written confirmation of the results of your investigation. 3. Remove all inaccurate, unauthorized, and negative information from my credit report.Remove all inquiries as they are categorized to be UNAUTHORIZED, therefore unlawful and violation to consumer rights. 4. Report the corrections to all major credit reporting agencies, including XXXX, XXXX, XXXX, and FICO. 5. Provide me with an updated copy of my credit report once the corrections have been made. 6. Include proof of submission of the corrections to the CFPB, so they can confirm that you have fulfilled the full details of my request. This addition ensures that you have a record of the corrections being submitted to both the credit reporting agencies and the CFPB for verification.
Company Response:
State: CA
Zip: 92374
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XXXX XXXX. AMEX issued a credit balance refund {$1800.00} without my knowledge. A check was sent to my seasonal address where I do not receive paper mail. ( I use electronic statements ). The excuse for sending the credit balance was mandated by law. The check was never received. I contacted AMEX in XX/XX/XXXX, XX/XX/XXXX, and again in XXXX XXXX and again in XX/XX/XXXX. It is still unresolved.
Company Response:
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
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 put a downpayment on a XXXX XXXX in 2021, which was advertised as being fully refundable. It looks like the company is now going out of business and they refuse to respond to requests for a refund. AmEx says they are unable to track down record of this transaction so I have found it myself.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: I purchased {$25.00} American express prepaid card, but got declined in four or five online payment. Call the American express XXXX ( XXXX ) XXXX to ask why. The CSR said that the card is valid on their ends and can see the transaction got declined. No solution was offered to remedy issue. The CSR only suggestion is to tell me to use in different vendors but I run out of vendors to use this card.
Company Response:
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
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/2021 precisely, I got alert from American Express credit card that I made purchased of American Express gift card of about {$34000.00}. Immediately, I called American Express to cancel the transaction that I wasn't the one making that transaction of huge amount. Thereafter, they credited part of the money and balanced {$14000.00}. I have called them several time to credit the balanced, but they are adamant to do so. The said amount is hurting my credit. Please, I want this amount credited to my card and remove from my credit report. I am looking forward to hearing from you soonest. Sincerely XXXX, XXXX XXXX.
Company Response:
State: MN
Zip: 55912
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
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 XXXX my card had been fraudulently used without my permission. Someone has used both my personal card and business card for the same multiple transactions leading up to {$10000.00} in fraud claims. XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) I have never done business with this merchant before. However, American Express says they have credited me back and throughly investigated my claims but provided no credits/documentation of contacting the merchant or anyone in this matter. They told me on the phone that they have came to a conclusion and my case has been closed. Going forward, after contacting American Express 's global fraud department ( Horrible customer service ) American Express says : My dispute claim has been closed, as their excuse was " We already investigated this claim. '' You see how misleading this is? How can they have investigated a claim but not contact the merchant or provide any sort of documentation or provide further details about this case? If anything, American Express is the real fraud. As a consumer, I shouldn't have to pay for something that I did not use/purchase. In my personal opinion, I think American Express does not want to credit me back for this amount since this is a large claim regardless of this being fraud. I understand that this is a business and they personally do not like to be liable for anything, but in this case this is just wrong. I would appreciate if the CFPB can investigate further into this matter as I believe American Express is held accountable for this incompetent behavior.
Company Response:
State: FL
Zip: 33756
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX while attempting to book a flight with XXXX XXXX, an advertisement for the American Express Credit Card appeared. Intrigued by the offer, I decided to check the terms and found that I met the eligibility criteria. Consequently, I proceeded to submit an application. I was excited to take advantage of the welcome offer, which required me to spend {$2000.00} within a specified time frame. I met this spending requirement as prescribed. After not receiving the welcome offer as expected, I contacted your customer service on 3 times. To my surprise, I was informed that I was not eligible for the offer, despite meeting the requirements as outlined in your terms and conditions. A promise was made to investigate this issue, and I was told that I would receive an email within a couple of weeks with further information. However, I did not receive any communication from your team. Feeling frustrated and concerned about the situation, I reached out to your customer service again on XX/XX/XXXX. The representative I spoke with was unable to provide any resolution, so I requested to speak with a manager. I was connected with a manager named XXXX ( XXXX XXXX XXXX XXXX ), who also appeared unable or unwilling to help me resolve this issue. Left with no other option, I sent an email to your customer relations department, but I received no response. On the same night, I contacted your customer service yet again to ensure that my concerns were being addressed. I spoke with a manager named XXXX ( XXXX XXXX XXXX XXXX ), who attempted to assist me but ultimately could not resolve the matter. My experience throughout this process has been incredibly frustrating and time-consuming, and it has left me feeling unsupported as a customer. I believe I have met all the eligibility criteria as stated in your terms and conditions and should rightfully receive the welcome offer as initially promised. The lack of communication and assistance from your customer service team, as well as my inability to receive a satisfactory resolution, has been extremely disappointing. I am now left with no choice but to consider submitting a formal complaint to the Consumer Financial Protection Bureau ( CFPB ) regarding this issue. However, I would prefer to resolve this matter directly with American Express if possible. I urge you to reevaluate my situation and take the necessary steps to ensure that I receive the welcome offer I was promised. I kindly request that you investigate this matter promptly and communicate the results of your investigation to me in a timely manner. I believe in the importance of a positive customer experience and hope that this issue can be resolved amicably.
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A