Date Received: 2023-10-24
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 made a downpayment on a XXXX XXXX for {$100.00}. The downpayment was described as being fully refundable. I have requested a refund on numerous occasions and have never heard a response ; it seems as though the company is possibly going out of business, so this makes sense why they wouldn't want to refund my money. Amex refuses to refund this charge for me, saying it's too far in the past for them to do anything about. This is unacceptable.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Subject : Request to Waive Late Fees and Interest Charges Due to Payment System Glitch I am writing to bring to your attention a concerning issue I recently experienced with my American Express credit cards, specifically XXXX XXXXXXXX and XXXX XXXXXXXX. I believe that a payment system glitch on Amex 's end led to a delay in my first payment, resulting in late fees and interest charges that I consider unfair. On both cards, the first statement was due on XX/XX/2023. I made the payments on XX/XX/2023, which was two days late. This delay was primarily caused by the following issues : 1. Autopay Setup Glitch : On XX/XX/2023, I set up autopay for both of my accounts. I received a confirmation email indicating that the autopay had been successfully set up. However, when I checked my account on XX/XX/2023, I discovered that the autopay information was missing. As a result, I had to manually set up the payment and make the late payment on that day. 2. Online Payment System Error : Before the due date, I repeatedly attempted to make online payments, but I encountered an error message stating, " Your account is not eligible for online payments. '' I initially assumed this was due to having autopay set up ; however, this error prevented me from making payments before the due date. It is crucial to note that I initiated the payment on XX/XX/2023, Pacific Standard Time ( PST ). Although it reflects as XX/XX/2023, on Amex 's end due to the Mountain Standard Time ( MST ) used, it is only a two-day delay from the original due date of XX/XX/2023. I believe that the late fees and interest charges incurred as a result of this situation are unfair, as I acted promptly upon discovering the issues. Therefore, I kindly request that American Express consider waiving the following charges on XXXX XXXX and XXXX XXXX : 1. Late fee of {$29.00}, charged on XX/XX/2023. 2. Interest charges of {$60.00} on XXXX XXXX and {$22.00} on XXXX XXXX, charged on XX/XX/2023. I have attached relevant documentation and records for your reference, including confirmation emails, payment details, and any additional information that may be useful in resolving this matter. Thank you for your assistance in addressing this concern.
Company Response:
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have been a customer of American Express since XXXX. I have several lines of credit open with them at this time and have historically paid my bill on time and generally an amount larger than what is due. Back in XXXX, I requested a companion card from them for my son who was going to be traveling. I made a formal request to turn off Sign and Travel at that time as I didn't want charges automatically being applied to that account and racking up unwanted interest. More recently, I requested a companion card for my other son. This apparently triggered a reversal of my Sign and Travel and ALL of my charges started going to that account and accumulating interest, not just those that were over {$100.00}. When I called American Express to rectify this, they told me that I would need to pay off the card in total to fix their mistake and stop interest from accruing on charges that should never have been going to that account. Fast forward to earlier this year when I began receiving extortive emails from American Express stating that " future charges may be declined '' along with a large sum that should be paid in order to avoid " possible disruption of my charging privileges ''. This went on for several months. We reduced our spending on the accounts in an attempt to remain in good standing and continued to make our payments on time and for amounts larger than the minimum due. Recently, I received emails from American Express stating that " after a recent review '' they decided to impose a pre-set spending limit on my account. Mind you, most of my current balance is due to them channeling charges to a product that is now charging me interest on charges that were not even eligible to be applied to Sign and Travel! They did the same on the other account that is mostly utilized by my spouse. Most of the charges that are on our American Express are recurring, monthly charges that have now caused us to incur late fees and the need to migrate these charges to other credit/debit cards. On Saturday, XX/XX/XXXX at XXXX EST I received an email from American Express indicating that " As a responsible lender, we're always monitoring our Card Members ' accounts ... '' and based on " what we know about your payment history, including payments made in relation to your current debt with American Express , as well as your credit scores and other credit bureau information , your account is being reviewed for a possible limit reduction '' Then the email indicated that if we made a payment in the amount of {$5900.00} by XX/XX/XXXX they would not take action on my account. There have been similar emails with similar extortive language in them and I have made large, lump sum payments to reduce what we owe American Express and they still persist in reducing my available credit. I am now receiving credit counseling emails from them and telling me that I might be eligible for " assistance '' if I can not make my payments. I have not missed a single payment!!! I phoned this morning to try and get resolution prior to filing this complaint and was told that a Supervisor was unavailable and I would receive a call back. So far no call back... As a consumer, I have used my American Express cards extensively in good standing with excellent payment history, my credit score is in the upper " Average '' range and I do not have any serious delinquency on my credit report. Prior to COVID, I was routinely charging $ XXXXmonth and paying it without any issues. Post COVID I reduced my spending and have been making a concerted effort to reduce what I owe to American Express specifically ( largely due to their error in how they handled thousands of dollars going to an account that is now charging me interest on charges that were less than XXXX XXXX/each and never should have been applied to that account ). All of this has made them even more aggressive in their attempts to collect on my accounts. I have additional documentation including dates, payment amounts, etc. that I am happy to share if it stops them from continuing these practices. These practices are extortive, harrassing, abusive and unnecessary. Someone needs to put them in check!
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
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 filed dispute with Amex on XX/XX/XXXX ( XXXX ). On XX/XX/XXXX amex said after investigating my card was physically used at the XXXX XXXX XXXX. I was never at XXXX XXXX XXXX in the XXXX. This the location shown on the copy of the receipt that I requested. The receipt is dated XX/XX/2023 with a time XXXX. This would be XXXX. I was in my bed. There is no price per gallon or total gallons purchased. Amex email to me on XX/XX/XXXX shows the transaction date as XX/XX/2023. I was at a meeting and to bed afterwards. I to the best of my recollection one I received my new card from Amex destroyed the old one as instructed to do. Before the gas charge, the last time I used my card was on XX/XX/XXXX at the XXXX restaurant. I only carry a credit card if I am going to use it. Otherwise I leave at home. XX/XX/XXXX I contacted Amex again. XX/XX/XXXX they closed dispute " investigation closed due to incomplete setup ''. I have Been an Amex card member for more than 20 years. This is not justice.
Company Response:
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: When applying for Delta American Express Gold credit card was supposed to receive a {$300.00} credit towards purchasing a XXXX airline ticket and XXXXXXXX sky miles. I was approved for the card. XXXX and American express are now refusing to give me the {$300.00} credit and XXXX sky miles. They claim I agreed to a different promotion that I never heard of, one that gives an unknown number of sky miles after purchasing an unknown airline ticket amounts. See attached file containing 6 documents. 1. Complaint ; 2. Screen print of promotional ad on XXXX XXXX website ; 3. American Express Approval email ; 4. Email sent to XXXX XXXX, XXXX American Express dated XX/XX/2023 ; 5. Email response from XXXX XXXX
Company Response:
State: FL
Zip: 32308
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My three credit card accounts were reason closed was because of 4 returned payments on a personal loan I have with them. The first three payments were returned because they were duplicate payments. The last returned payment was because they tried to debit an account that was closed by my bank because of fraud. They never gave me any indication that was situation was creating a problem with my accounts. All payments were made earlier than the due dates. The problem stemmed from their auto-payment system was either trying to duplicate the payment or trying to debit a checking account that was closed due to suspected fraud. After the fourth incident I stopped using their auto-payment system and started to manually make the remainder of payment, without any issue. After discussing with AMEX in detail they have recognized how this may have contributed to the returned payments. They explained that once the accounts were closed they could not be reinstated even if it was in error because of bad information. They at no point admitted to the error on there part but still said that perhaps this situation was also not within my control. Because they closed my accounts without them making any attempt to advise me of the potential problem or discuss with me in advance they were closing my accounts, my credit score has dropped XXXX points. I now have a reduction of {$45000.00} in available credit so my usage ratio went from 20 % to 40 %, and my credit score was XXXX before now it is XXXX. They refuse to remedy the situation because according to them it can't be reversed, okay then what am I supposed to do about them destroying my credit rating. No one will give me any more credit to replace what was taken from.
Company Response:
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I changed the bank I was using for autopay for American Express credit card from XXXX XXXX checking to XXXX XXXX checking account on XX/XX/XXXX. This action was done on the credit card 's website. After providing the new bank 's routing number and account number, I received a confirmation email from American Express which said " Weve received the changes to your AutoPay Monthly plan. Thats it theres nothing else you need to do '', a copy of which is attached. My next autopay was due on XX/XX/XXXX. I checked the credit card account on XX/XX/XXXX and found that the autopay didn't happen and a late fee of {$29.00} was charged to me. I immediately contacted American Express customer service. I was able to make a manual payment to the full amount due. However, I was told by the agent that the the late fee can't be waived. Agent stated that the autopay didn't go to the new bank I added because it was mid-billing cycle. I disputed that citing the email from American Express that didn't mention any such requirement. Also they could have charged the previous bank account which is still active if the new one can't be used. The customer service rep was not able to reverse the late fee and I requested a call from the supervisor to resolve this issue. I received calls from two people claiming to be supervisor on XX/XX/XXXX and XX/XX/XXXX but they kept repeating the same thing and not agreeing to remove the late fee.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had a XXXX savings account that i transferred money from into the America express account. When i tried to withdraw the money they marked it as fraud and now i cant release the money unless i " recall '' the money through XXXX. I have talked to a XXXX manager and it went up the chain they can not do this so called " recalled '' i have explained this to American express and they refuse to help or get a supervisor to talk to me. I need AMERICA EXPRESS to fix their own internal affairs and return the money where it came from the XXXX savings account
Company Response:
State: OH
Zip: 44134
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I first opened my American Express account as an XXXX XXXX member of the XXXX in XXXX of XXXX. I called AMEX to verify I would be covered under the Military Lending Act before doing so and they assured me that as an active service member I would be covered. However, in violation of the MLA I was charged an annual fee. I reported the issue to American Express that XXXX and provided documentation supporting my service. I repeated this effort on several occasions throughout XXXX and XXXX, bringing the issue to their awareness again in XXXX and XXXX of XXXX. Each time they have refused to deliver me additional information regarding why I was being rejecting for the MLA, instead only offering resubmit my application for coverage. According since receiving my card in XXXX I have had to pay over a XXXX dollars to AMEX in spite of the fact that as an XXXX XXXX XXXX I should be exempt from any annual fees. In general, the refusal of AMEX to further evaluate my claims for the MLA has cost me a great deal and I have been left with no recourse but reporting them to remedy the issue.
Company Response:
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: XXXXOn XX/XX/XXXX I contacted American Express via the online chat servicing to inquire about issues with an account recently assumed from my deceased father. As some unknown part of the transfer process was incorrectly completed on the part of American Express, the account was closed in error and rewards erroneously forfeit. I was directed to a specialized estates group via phone at XXXX. This group re-opened my account. XXXXOn XX/XX/XXXX I contacted American Express via the online chat servicing to inquire about missing rewards. I was informed that while my account was re-opened, the servicing group had failed to re-enroll & reinstate rewards as part of their Membership Rewards Program. " Your request to reinstate forfeited points was successful. You now have the Membership Rewards Points available. However, it might take up to 24 hours to show up at your end. '' XXXX XX/XX/XXXX I contacted American Express via the online chat servicing as my accounts ( all of them ) were restricted and my Platinum Card was according to the agent " I see this card was closed in error and marked as deceased. '' I had my open accounts unrestricted, and was advised I needed to contact via phone the same specialized group as before. I contacted that group and had the account re-opened again. XXXXOn XX/XX/XXXX I contacted American Express via the online chat inquiring about my missing rewards, as once again my rewards balance was wiped to XXXX ( was : XXXX ). I was advised to contact XXXX for additional support and to open a case. I was told I would be contacted again proactively with resolution. XXXXOn XX/XX/XXXX I contacted American Express via the online chat inquiring about status of missing rewards. I was told " It seems like the case is still being investigated. '' -Throughout this I have made numerous calls not listed to AMEX in an attempt to resolve through standard escalation channels. I have been rebuffed at every opportunity, and told proactive engagements and actions would come, that never seem to.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A