Date Received: 2023-10-23
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I received an American Express Reward Card as a gift. I received the card a few years ago. I just tried to use this card today and was told that it had a XXXX XXXX balance. I read the front of the card which stated that it expires on XX/XX/2025. I read the back of the card which stated that the funds will never expire. It also state that the card will be charged a monthly inactive fee of {$3.00} each month. Since I never opened the card until today I was not aware of the {$3.00} fee. I would like American Express to recharge the card back to the {$100.00} face value so I may use it. The card is not expired and they claim that the funds Do Not Expire.
Company Response:
State: GA
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: 2023-10-22
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: American Express directly marketed a new 0 % interest free credit card to me. I clinched on the marketing email, applied, my credit was ran and I was approved for the interest free card in XXXX of XXXX. Apparently, because of a late fee Amex assessed in XX/XX/2023, they applied a penalty to my account and removed the 0 % interest rate and replaced it with a 29.99 % interest rate, without providing any notice of the change in rate or penalty rate increase. From XXXX - XXXX, I never used the card or paid the balance off immediately, so interest was never a concern. This past month, I carried over a balance for the first time, made the minimum payment, and was charged a {$230.00} interest fee charge, which is the first time I was made aware of the change in interest rate from 0 % to 29.99 %. I chatted with Amex customer support and they confirmed they assessed a penalty in XXXX and changed my interest from 0 % to 29.99 % and never notified me of this change but told me that if I checked the statement, I would have seen the change. Not only did they provide no written correspondence about the change in rate, which was confirmed by the support representative ( see attached ) they also confirmed that my account has SCRA benefits applied, which is illegal to charge any interest over 6 % while on XXXX XXXX, which I currently am. Which they confirmed and can also be confirmed on the DoD database. I am attaching all relevant screenshots of my conversation with Amex support.
Company Response:
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XXXX XXXX, I tried to make a payment on XXXX for {$1900.00}, which is less than what was on the card at the time. When I did it said that the payment was declined by the issuing bank. I then called Amex support and was told that it was the fault of the vendor, I went back to the vendor and they said it was once again the issuing bank aka Amex. Amex said that they had declined it for my safety and couldn't authorize it. I attached an image of the declined payment. I also tried much smaller amounts and that didn't work either, On XX/XX/2023 I tried to purchase a product from XXXX for {$280.00} and it was also declined by the issuing bank, I tried to get XXXX to re-try but it wouldn't go through. I called Amex and they told me the same thing, that the issue was with the vendor, XXXX reassured me that it wasn't their fault. I attached an image of the declined payment. On XX/XX/2023 I tried to a make a purchase on XXXX for {$930.00}, which again is less than the amount on the card and it was declined by the issuing bank, as confirmed by XXXX XXXX. I called Amex and they said it was the vendor 's issue, but the vendor had confirmed that it wasn't. I attached a photo of the failed payment.
Company Response:
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Amex charges {$690.00} for their Platinum Credit Card which, according to their website, provides cardmembers, " unlimited access to XXXX XXXXXXXX XXXX. '' Of course there is a small print " Terms & Conditions May Apply '' clause that takes you to a page with paragraphs of legal content. Buried in that legal content includes XXXX sentence that states, " Access is subject to space availability. '' Over the last several flights I've taken, there has routinely been no availability at the Amex XXXX XXXX due to overcrowding. Amex clearly does not have the capacity for all of its cardholders despite routinely advertising that they provide unlimited access to their lounges. To me, this represents an unfair/deceptive benefit and, unless Amex Platinum membership decreases which seems unlikely, this problem doesn't seem to be going away. Amex should either disclose in a clear way that access to their lounges are in fact 'limited and subject to availability ' or offer to refund customers who get routinely denied access to a major card benefit.
Company Response:
State: PA
Zip: 19130
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Card was used on XXXX to make $ XXXX in fraud purchases. XXXX confirmed the fraud and told me I have to charge back through Amex. Submitted a fraud claim with Amex. Amex refused the fraud claim, they said that XXXX said the goods were shipped to me, but they won't let me see any evidence, they won't tell me what was shipped, they won't share tracking information, and I know that these goods were not shipped to me. In processing the claim, Amex doubled the fraud. They charged me twice for each fraudulent charge.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received an American Express XXXX XXXX for {$120.00} and have attempted to use it on numerous websites for purchases far below the {$120.00} balance and it is always declined. I attempted to use it at XXXX, XXXX, XXXX, XXXX and XXXX, in addition to other online retailers, and it was declined every time.
Company Response:
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was given {$600.00} in AMEX rewards gift cards by XXXX XXXX after giving up my seat on a recent flight. The XXXX ticket agent who walked me through the rewards process assured me that I'd be able to use the cards easily after I expressed reservations about prepaid cards. I have been trying since XX/XX/XXXX to use the cards and the only merchant who has accepted the card has beenXX/XX/XXXX. I do not need {$600.00} worth of body products, so these cards have been useless. I followed the rules of the card and, since I learned that you can't use multiple cards, haven't tried to make a purchase that exceeded the card amount. When I called the number on the back of the card, I was taken through loops in the AMEX phone system, calling all over the world and speaking with representatives who were unable to assist. The system hung up on me several times. I am very frustrated. I'd like a check refund for the remaining balance. I have to use the cards by XX/XX/XXXX and it looks like I will be unable to. Please make these cards fair for consumers. It shouldn't be this difficult. They aren't worth it.
Company Response:
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I am not able to spend the {$50.00} prepaid card anywhere. Payment is declined.
Company Response:
State: TX
Zip: 76227
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: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: HI! This is XXXX XXXX. I am writing to express my deep disappointment and concern regarding a recent policy change related to the application same series welcome offer restriction for American Express credit cards. I have been a loyal American Express cardholder for several years and have always appreciated the transparency and fairness that the company has demonstrated in its dealings with customers. However, my recent experience has left me feeling quite frustrated and disheartened. I want to emphasize that my primary concern is not with the policy itself, but rather with the lack of prior notification provided to existing Platinum Cardholders like myself. Last year, when I was considering which American Express card to apply for first, the Gold and Platinum credit cards these two cards do not have any same series card restrictions or limitations for welcome offers. This flexibility was one of the factors that led me to apply for a platinum credit card first. This year, when I attempted to apply for the Gold card, I was surprised to discover a new policy had been implemented without any prior notice. This policy states that individuals may not be eligible to receive a welcome offer if they have or have had certain American Express Platinum cards. I believe that it is crucial for a reputable company like American Express to maintain transparency and provide adequate communication to its valued customers. If this policy change had been communicated with prior notice, I would have had the opportunity to make an informed decision regarding my credit card applications. For instance, you could have informed existing Platinum Cardholders that this policy would come into effect in one month and advised those interested in the Gold card to apply beforehand to be eligible for the welcome offer. Or This policy will affect the new platinum card member but not the existing platinum card member. This policy is unfair to existing platinum card members. I kindly request that American Express take into consideration the importance of prior notification when implementing significant policy changes. This would not only ensure fairness but also foster trust and understanding between the company and its customers.
Company Response:
State: TX
Zip: 75206
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a credit card from AMEX, and I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report, I called AMEX and they said their system mistakenly put me on paperless billing, which I did not request, and it caused my 30 day late. As you can see, I have always had a stellar payment record. I tried contacting XXXX, XXXX, XXXX, and XXXX with no successful resolution. XXXX, XXXX, and XXXX reporting me 30 days late in XX/XX/2021, and XX/XX/2021. There was an error on their part. I was never 30 days late twice.
Company Response:
State: FL
Zip: 33180
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A