Date Received: 2023-10-31
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In your response to my initial complaint, you stated that during the application process I was advised that I was not eligible for the welcome offer. PLEASE SEND ME all signed documentation that I agreed to & understood that I was not eligible for the welcome offer. As I applied for this card on the XXXX XXXX in the XXXX sales office, I do not have any copies of this application. I do not recall being informed that I was not eligible for the offer. This is a bait and switch of deceptive sales practice. Do the terms & conditions stating " if you opened a XXXX XXXX card in the last 24 monthshave no merit for your offer? Once again, I am very disappointed in American Express and XXXX. Initial Complaint : On XX/XX/XXXX, I applied for an AMEX XXXX XXXX credit card in the XXXX XXXX XXXX in XXXX XXXX, FL using the terminal in their office direct with American Express. The sales person knew I already had a XXXX XXXX XXXX credit card. The promotion was 0 % interest for 15 months and if you charge {$6000.00} in the first 6 months you get XXXX bonus reward points. Upon approval for the card ( XX/XX/XXXX ), I charged {$15000.00}. I still have not received my bonus rewards to date. AMEX is telling me I am not entitled to the bonus rewards because I already have a XXXX XXXX XXXX. According to the terms & conditions, which I have attached, if you opened a XXXX XXXX card within the last 24 months, you can not receive the bonus points. I opened my XXXX XXXX card in XX/XX/XXXX.
Company Response:
State: NJ
Zip: 07740
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have 4 egift cards from American Express from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have used one of the gift cards in XX/XX/XXXX and had success so I know they have worked in the past. I went to use all of them yesterday and they were all declined. The American Express website says I have a balance on all of them. The American Express website also says " The safety and security of your Gift Card is important to us. To avoid your Card being declined when shopping online, please use at online merchants that require the Card number, expiration and security code. ' I am shopping on XXXX where I used the card prior. A security code and expiration date is used on XXXX so there is no reason these cards should be declined. I also tried one of the cards on XXXX on XX/XX/XXXX and that was also declined. I called American Express on XX/XX/XXXX and was told to use the card at a different online store and that this happens with some stores and not all. I called AMEX today and was told the pending XXXX cent charges for my declined XXXX attempts would be returned to the card in 10 days. I am asked for a full refund of all of the cards and was told the customer service person understands but can not help. I asked to speak to a supervisor and have been on hold with American Express over 40 minutes now.
Company Response:
State: TX
Zip: 78705
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2023 we contacted XXXX ( XXXX ) and reported the issue that the card was not working at the retailer at the point of transaction. XXXX from American Express Gift card services said they would go ahead and issue a refund in the form of a check. They said the refund would be in the mail within two to three weeks and to call back on XX/XX/2023 to check status. We called back XX/XX/XXXX and they said the refund was in process and the refund check would arrive to us by XX/XX/2023. As of XX/XX/2023 the refund check still had not arrive therefore we called back to get the latest status and they said a case was not properly filed and they were going to refile the case and issue a check, and for us to call back in a week. they stated the refund check would arrive to us by XX/XX/2023. The check still had not been received by XX/XX/2023 so we call back and they said a check had not been sent and they would get an update to us within XXXX hours. After no update we called back on XX/XX/2023 and we were told the same information as before and it would be escalated to the back office. They promised another update within XXXX hours which still has not been received. We called back on XX/XX/2023 and at this point they are still not offering any resolution other than an update within XXXX hours. XXXX Case number XXXX XXXX XXXX put us on hold for XXXX minutes and counting. We have been on the phone for hours up to this point trying to resolve this case.
Company Response:
State: CA
Zip: 95125
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: Got a notification for an inquiry for an American Express. I believe someone hacked into my email.
Company Response:
State: TX
Zip: 78045
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
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: Ive been disputing a charge for merchandise that arrived damaged when shipped. The store I ordered from was unable to fix my account, or lied about trying to fix it and didn't bother, and the only other option they gave me was to start a credit card dispute. I submitted chat logs to AMEX proving this when opening the dispute and its clear they aren't looking at them. They messaged me some unrelated documentation that has nothing to do with the refused dispute and refuse to look at the documenation I provided. To make things even more frustrating, they will call at a weird time and than leave in comprehendible message asking for more information despite me providing it and than within XXXX minutes of making the call close the dispute without anytime to call them back. They're clearly make this impossible on purpose.
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/XXXX, I contacted American Express with questions regarding personal reward points. I noticed that the balance had not changed from the prior month. It was revealed that because I had paid my card late, American Express forfeited my points. While instant messaging an Agent, I asked where American Express disclosed this to consumers. The Agent sent me the account disclosures, which I had already read, and asked for the section that details this action, as I was unable to find it. After a few minutes, the Agent sent me a completely different document, titled " Welcome Membership Rewards. '' The agent told me that the latter document is available on American Express 's website. I informed the agent that the document must be provided at the account opening to be valid and that American Express did not disclose this practice to me. I requested that all points be reinstated, however, the Agent told me it would be a fee of {$35.00}, which I declined to pay and stated I would report this action to the regulator for failing to disclose this practice. The Agent asked me to speak to his supervisor but left the chat room. That same day, I contacted American Express via telephone and spoke to an Agent that the disclosures failed to mention that American Express would forfeit points upon receipt of a late payment and that I am requesting all my points back from my most recent card change ( XXXX of 2023 ). I was on hold for XXXX minutes and the Agent stated that American Express would reinstate all of my points and that I received this disclosure at the account opening. Having all the documents in the initial envelope American Express sent me, American Express only sent the terms and conditions ( which was a two-part document, part one consisting of 11 pages and part two consisting of 10 pages ), a benefits document that discusses the attributes of the card, and a page that had the card glued to it, all within a personal envelope. American Express never provided the additional terms regarding the rewards component of the card. I am alleging that American Express displays potential violations of the Truth in Lending Act by failing to provide me the additional terms regarding the rewards point system. In addition, in reading the rewards points terms and conditions, the document states, If you don't make a timely payment of the minimum amount due on your Card Account, you may forfeit all the points that you earned from that Card Account during the period covered by the billing statement. '' The language used by American Express is weak and does not provide clarity if points will be undoubtedly forfeited or not. Account disclosures fail to provide any mention of a forfeiting act. Account disclosures also failed to mention the fee associated with repurchasing forfeited reward points. A normal consumer would refer to the account disclosures and rely on those disclosures to have a clear understanding of the card. American Express failed to provide accurate disclosures, which misled me in the rewards program process. I am alleging that American Express presents a potential violation of the Federal Trade Commission Act, Section 5. Truth-in-Lending requires that the financial institution disclose other charges or fees on account statements. The reason I was unable to notice that American Express had deducted my rewards points for late payment is because account statements omitted the incurred fee. In reviewing my most recent statement in which American Express forfeited the points, there is no mention of the act. American Express did, however, disclose it on the interactive statement, which is only available via logging into your account online. In addition, since American Express failed to disclose this act and forfeited my points, since points hold a dollar value, this also impacted my ability to repay, causing an irrational payment pattern. I am formally requesting that American Express conduct a review of my account and provide all points that were forfeited from my accounts since I became a cardholder, along with all points forfeited on former cards. American Express did provide my points that were forfeited since XXXX of 2023 for my XXXX XXXX only, however, I am requesting a formal account review of all cards, closed, and converted, as part of the review. In addition, since the act impacted my ability to repay, I am requesting that American Express refund all late fees for 2023. Lastly, I am requesting that the CFPB conduct a review of the banks credit card disclosures to determine compliance with federal statutes and that consumers were not hard due to this practice.
Company Response:
State: CA
Zip: 91016
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: 2023-10-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Received American Express Virtual e- gift card Total balance {$15.00} Charged unnecessary fees for adding gift card to XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX each being XXXX for each wallet app. Attempted to use card numerous times at XXXX XXXX and at gas stations but card kept declining. Checked balance the card had sufficient funds for check out. Attempted to resolve issue with help of associates at store but to no avail the card still didn't work. Attempted to use card various ways and got nowhere. Read user agreement and American Express stated that the card can be used anywhere that accepts cards. I went to merchants that accepted American Express and was under the expression that my card will work but to only be embarrassed at check out. This has definitely been a hassle and the only type of card that has given me issues.
Company Response:
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: American express is reporting my debt as valid when they did not prove how they came up with that final decision when I had identity theft that accured. They also reponded after 30 days and continue to report the account as mine and report late payment which cause my score to go down while trying to purchase a home
Company Response:
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
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, I purchased two plane tickets from XXXX XXXX. Each ticket cost {$350.00}. I attempted to pay for the tickets using {$290.00} worth of flight credit ( each ) and the remaining {$60.00} ( XXXX ) on my American Express card. Instead, XXXX XXXX charged the full amounts ( two separate charges of {$350.00} ) to my American Express card. When I noticed the error, I attempted to call XXXX XXXX several times. I spent several hours on hold but was never connected to a live person and therefore unable to resolve their error. My next step was to dispute the charges with American Express. Since XXXX XXXX charged the two tickets separately, I created two disputes, one for each charge. In each dispute, I explained what I have explained here : that I was only supposed to be charged {$60.00}, not {$350.00} for each ticket. I included receipts and screenshot to support my assertion. XXXX dispute was immediately resolved in my favor and the amount of {$290.00} was correctly credited to my account. The other dispute, although it contained the exact same information as the first, was not resolved in my favor on the basis that " the amount billed is correct and there is no billing error, we have no basis to contact the Merchant on this matter. '' The amount absolutely is NOT correct. There IS a billing error. And they have every basis to contact the Merchant ( if they can even get ahold of them ). This goes to show that they did not even read the content of the dispute or review the information I attached as evidence. It does not make sense that for two identical disputes, one was appropriately dispositioned and the other was clearly not even read.
Company Response:
State: IL
Zip: 60656
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have a late payment on my credit report from American Express. I've reached out to the creditor to request validation of them sending me my statement 21 days before the due date and they have not responded. I have also reached out to the credit reporting agencies to have late payment removed as I have not given any instructions to furnish this information on my credit profile. It has been months and they have not responded. In accordance with the Fair Credit Reporting Act, this creditor has violated my rights. Under 15 USC 1681 section 602 states I have the right to privacy. 15 USC 1681 section 604 A section 2 also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USC s 1666 B, a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
Company Response:
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A