Date Received: 2023-10-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have made multiple attempts to rectify this issue directly with Amex, and have received no satisfactory resolution. I kindly request the following actions to be taken, investigate the inaccurate charge-off/ Collection listing, transactions and experiences on my consumer report, considering the violation of IRS income exclusion regulation. Pursuant 15 USC 1681 furnishers of information must provide accurate and complete information ; Income does not get reported on consumer report according to the IRS, they filed a 1099C, cancellation of debt and income is excluded from the consumer report, so this account is inaccurate. And if you look at the consumer report, it's reporting as a charge off and collection, how is that possible? this reporting is inaccurate
Company Response:
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am writing to express my disappointment with the inaccurate credit reporting done by American Express. This reporting has severely damaged my current financial situation. I noticed a new account for American Express on my credit report that I did not open. I immediately sent a notice to American Express, requesting them to validate the debt and remove it from my credit report. These requests were sent certified mail tracking number XXXX XXXX XXXX XXXX XXXX. Despite these efforts to resolve this issue, American Express has not taken any action to remove the debt from my credit report. As a result, my credit score and report has been damaged, making it difficult for me to obtain credit. I am requesting that American Express immediately remove the disputed debt from my credit report. I am also requesting that they provide me with a copy of the validation letters they sent to the credit bureaus. If American Express does not take any action to resolve this matter, I will be forced to take further action, including filing a lawsuit.
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I filed a complaint with CFPB on XX/XX/XXXX. My complaint was that Amex told me on the phone that I was not eligible for a hotel statement credit because I was not eligible for it in the year XXXX. The offer clearly indicated I was. In Amex 's CFPB response, it acknowledged that I was eligible in XXXX, as I contended, but the purchase was made a day too late. On XX/XX/XXXX, I made a new CFPB complaint because the purchase was not made a day late, and I attached the receipt showing the date of purchase XX/XX/XXXX. CFPB automatically flagged it as a duplicate complaint, but it was, in fact, a new complaint because Amex had not addressed the fact that my purchase was made within the offer period. I called CFPB, which told me they couldn't un-do the complaint being auto-closed. The CFPB service rep told me to submit the complaint again and try to use different wording so it wouldn't be flagged as a duplicate. The hotel charge initially showed on my account on the date of purchase as " pending, '' before Amex later changed it on the statement to the next day. Amex has refused to explain the discrepancy with my receipt date.
Company Response:
State: TX
Zip: 78746
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
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 am filing this CFPB complaint because American Express has failed to properly investigate dispute XXXX and continues to side with the merchant despite clear evidence of wrongdoing. The merchant charged my credit card {$4700.00} without authorization, failed to complete repairs on my vehicle, and caused additional damage. However, American Express closed the dispute claiming " no evidence of cancellation '' when cancellation is not the issue. I provided documentation, including text messages and a diagnosis report from another mechanic proving the vehicle remains damaged, but American Express failed to review the evidence and wrongly insisted the merchant is willing to fix the car. American Express is disregarding the merchant 's clear lies and improper charges, and refuses to look at the concrete evidence I submitted. I request the CFPB help resolve this dispute where American Express failed to do so. The files provided below contain clear evidence that American Express failed to review. First, there are 8 months of text messages and emails showing my repeated attempts to cancel the service and retrieve my vehicle, which the merchant ignored. Second, there is a diagnosis report from a certified mechanic detailing the continued damage to my vehicle 's engine and other parts. Finally, there are text exchanges showing the merchant is still unwilling to take back the car and complete repairs properly. American Express claimed there was no evidence of cancellation and that the merchant is willing to fix the vehicle, but these documents prove otherwise. The evidence conclusively shows the merchant charged me without authorization, caused damage, and refuses to make repairs. Yet American Express insists on ruling in favor of the merchant without addressing this concrete proof. I request the CFPB compel American Express to review the evidence and rule accordingly.
Company Response:
State: UT
Zip: 84601
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This is in regard to the Amex platinum card that I happened to have issued back in XXXX through an introductory offer. After I applied, to inquire about my approval, I called the Amex customer service number and discussed the decision about my application. During the conversation, since I was already an account holder with Amex, the customer representative pointed out that I would be ineligible for this new introductory offer and instructed me to upgrade my existing blue XXXX XXXX to the platinum if I wanted to get a platinum card. Unknowingly, I agreed, and he upgraded my blue card to the platinum one. Somedays later, I received two platinum cards one after another ; not knowing which one was which, I activated both. During the activation, the first card instructed me to register and set up a new online account, which I did. In hindsight, I later realized it was for an Amex platinum card through the introductory offer. It let me sign up and register, and I could access it through my mobile app for XXXX minutes or so. After that, it automatically locked me out and wouldn't let me log back in. I thought that maybe the Amex overall system might have detected that an account with the same SSN can not have two different online login accounts, which is why it might have automatically blocked me from accessing the online account and would have nullified/canceled my card. This belief took the prevalence as a customer representative instructed me similar way earlier. So, I don't inquire about it and normally keep using my Amex platinum card, which I got through my existing XXXX upgrade, and forget about the platinum card through the introductory offer. Even though I forget, I happen not to have discarded and disposed of that card, which has been sitting on my study table for months. Months later, around the end of XXXX, completely out of my mind, I was going through my email and saw an email stating I had a balance on the platinum card through an introductory offer, and I had a balance due for XXXX months. To verify this, I opened the XXXX rewards app, which keeps track of my bills in one place, and surprisingly saw that I happened to have three credit cards with Amex, whereas I was only hoping for 2. Knowing that, I decided to call them and brought these all to their customer representative on the phone and informed them that I had never made any purchase with that Amex platinum card through the introductory offer, and I do not recognize any of those charges. After learning that those charges were from XXXX, I reiterated Amex representative that I don't buy anything from XXXX, and I usually tell my roommate to buy things whenever I need them. I concluded the conversation by agreeing with her to start a fraud investigation. By now, I started to get a hint that maybe my roommate might have been making the purchases on that card, knowing that it was my " main '' ( upgraded ) platinum card. I asked him if he was doing so, and after checking his order details history, I understood that my roommate was indeed using the card. After learning about them, I called Amex again to notify them to cancel the investigation and keep those charges as I would pay them. In conversation, since this was all because of the confusion caused on their part, I asked them to take away my late fee and annual fee and cancel the card as I didn't even need two platinum cards in the first place. The representative agreed to cancel the late and annual fees, close my account/card, and send me the statement of those charges, which I must pay through email or as a paper copy. She told me I would receive it by XX/XX/2023, but I didn't receive anything in the mail. After that, I checked my email and learned I didn't get any paper statement sent either. I later called them asking to remove the annual fee and send me the statement again. All the customer representative had to say was I would be liable for the annual fee since I activated that card, and they would not waive that. I told them how this is as I always have to reach out to them for answers and how unfair it is to pay annual fees for the card. I never used the perks ; the membership period is way past, and I have to pay an annual fee for two cards for {$500.00}. But they seem to not accommodate me and illegitimately uphold that against me, affecting my credit history.
Company Response:
State: IA
Zip: 50322
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XXXX I purchased an American Express Pre-Paid Gift Card at a XXXX XXXX XXXX in the amount of {$150.00}. I attempted to make an online purchase with XXXX, and the purchase was declined. I then attempted to make another online purchase for the same Item with XXXX XXXX, and that purchase was decline. I then again attempted to use the American Express Pre-Paid Gift Card at XXXX again, and again that purchase was declined. I checked my balance online with American Express ( amexgiftcard.com/balance ) and it shows the card is active for {$150.00}, and with 3 pending purchases, but the card was declined. American Express is not releasing the money, but charged me {$.00} per each pending purchase. I have made purchases with One XXXX XXXX XXXX XXXX ( visa ) with no problem. I called American Express customer service support ( XXXX ), after going through a barrage of automated puzzle, I was able to talk with a real person. I was told I had to use the card in person or try another merchant. I dont want to use the card in person, I purchased the card for online use. I did try another merchant with the same, negative results. They told me to wait 24 hr before using the card again, I did that with the same negative results. I called customer service again and got the same response. Customer service was no help. So now, I am stuck with a {$150.00} American Express Gift Card that I can not use. This is either a scam or false advertisement. Its frustrating and stressful. I JUST WANT MY {$150.00} REFUNDED TO ME, SO I CAN PURCHASE A GIFT CARD I CAN USE!!!!!!!!
Company Response:
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I called American Express after opening a XXXX XXXX XXXX XXXX to inquire about a promotion offered for XXXX miles if you hit a certain spend threshold. The representative was going to contest my being declined for the rewards and would get back to me. I followed up on XX/XX/XXXX and the representative told me that the miles were approved and I will be receiving them. Based on that information, I made financial decisions with the knowledge that the miles were coming : I made a large purchase that day on the Amex card instead of using a different card, and I also redeemed miles for a flight that I otherwise would not have done. I called back on XX/XX/XXXX to check on the arrival of the miles and the representative said they were coming and they take 6-8 weeks from the point that the spend threshold is met. By XX/XX/XXXX, the miles had not arrived so I called Amex again. For the first time, the representative told me that my miles offer was declined and that I would not be receiving the miles. They had no explanation for why two previous representatives informed me that the miles offer was available to me and that the bonus miles were going to show up in my account in a matter of weeks. They also had no specific information as to why the miles offer was denied. Additionally, Amex sent me a mailer asking me to apply for the same card and that there was a similar offer of ( now ) XXXX bonus miles. At the end of the day, we're talking about ~ {$1000.00}. It's not an insane amount of money. However, I was given specific information that I'd be receiving this bonus from TWO representatives ( on XX/XX/XXXX and XX/XX/XXXX ) and I then made financial decisions based on this false information. While the representatives may have been misinformed, that's on Amex and not on me. I have enjoyed my different Amex cards and their services since XXXX, but this is ridiculous. Amex is supposed to be the company who fights issues like this for their cardholders ... they shouldn't BE the issue. I then reached out to the XXXX XXXX XXXX to have them assist in getting this resolved. AMEX did not resolve the issue, but they sent me a written letter in the mail claiming that their representative did in fact tell me that my appeal to be eligible for the promotional bonus miles was successful and that I would be receiving the bonus miles when I hit the spend threshold. The letter continued that they would retrain this individual. They apologized. They also stated that I will still not be receiving the points. I have this correspondence where they admit fault and follow up to do nothing in the way of making this situation correct.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: In XXXX of XXXX my social security an overall identity was taken. I made police reports also filed all necessary documents as I found out who took all my accounts an information. I then called all my credit card companies to make them aware after i claimed the identity theft all credit accounts good an bad were closed from companies. During this time my credit was ran 26 times In a few days. XXXX this account was originally opened. Now the American express account is charged off/closed status. As of XX/XX/XXXX my account became past due for amount XXXX. 3 of 7 of my accounts were breeched. One account was put in my name from XXXX in amount of {$1700.00}. 1. American Express amount of {$1700.00} was the final charges in total. I made them aware months before as I was unaware why my balance kept going up 2 months prior to my knowing. An 2 others. One account was opened in my name as well. 2. XXXX XXXX XXXX. XXXX XXXX This account was opened in XX/XX/XXXX. Originally I had a balance in result of identity theft in amount of {$1300.00}. As the account was reopened for 3rd time w a different account number w same balance as original. After communicating with the company they removed this account 6 or more times. This account keeps adding back to my credit profile as well as the last time it was reported opened under a new account number an at one point had a limit increase according to XXXX. All documents an prooof needed an police report an new filed police report have been given as well to company was also past due as of same time frame originally prior to being resolved the first time around. Currently in XX/XX/XXXX the account is past due. 3. XX/XX/XXXX my XXXX credit card for XXXX was opened as my account reflected perfect payment history until XX/XX/XXXX. This month my account went past due w charges showing past due of XXXX as of XXXX of XXXX. I contacted the necessary party, gave all my reports an explained my identity theft. I have this account removed more than 3 times off my credit in this amount of years. For some reason it keeps popping back on my credit. Right now XXXX is the bearu the accounts keep coming back on. XXXX account in amount {$1700.00} showing its new open date was XX/XX/XXXX. This account was not opened by me an was added to my credit an opened without my knowing due to identity theft. XXXX XXXX XXXXXXXX Original creditor XXXX XXXX XXXX XXXX Balance {$1700.00} Balance updated XX/XX/XXXX This account was removed 5 to 6 times as well. As a result I had to remove myself from certain business accounts as my credit declined from identity theft. Also as a result of these account being added an removed multiple times has completely ruined my credit to the point it has been impossible to reestablish credit due to the constant changes. I lost points everytime they re- added accounts.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XX/XX/XXXX : received American Express ( " Amex '' ) {$200.00} virtual " eGift '' card in my email as a XXXX present from my parents. Upon receipt, activated and checked the balance online. Balance showed as {$200.00}. XX/XX/XXXX : tried to use the card at XXXX XXXX in XXXX, CA. Card was declined. Server came to our table to tell me about this. Felt embarrassed and dejected. XX/XX/XXXX : added the card successfully to XXXX XXXX on my phone. Tried to use the card to buy XXXX. Card was declined. Felt incredibly frustrated. XX/XX/XXXX : read about other users finding similar problems with the Amex gift card on XXXX and other sites. Read that some users had luck buying other gift cards for the same amount and then using those for purchases. Tried to use the Amex gift card at XXXX to buy an equivalent value gift card. Card was declined. XX/XX/XXXX : re-added the card to XXXX XXXX ( after removing previously ) and attempted to purchase an XXXX XXXX gift card. Card was declined. XX/XX/XXXX : called the Amex customer service number indicated on the gift card balance page. The balance page only shows a {$0.00} charge on the card from XXXX for a " pending transaction '' which as indicated above never went through. So it shows a {$190.00} balance remaining. The Amex customer service line offers options ( 1 ) for activating the card or checking a balance, ( 2 ) for declined transactions, and ( 3 ) frequently asked questions. There is no way to speak to a person about the problems I've had, or even to solve any problems specific to this card with an automated agent. I listened to all the recorded messages and tried calling back to see if pressing XXXX to get an agent would work or if there was any way to resolve the issue I was having. There was no way. I tried searching on XXXX for help from Amex in dealing with this issue- there was no other option. I'm separately an Amex credit card customer and am now considering canceling my relationship with the company as this is such a disappointing and frustrating experience. From research of other people having this issue online, it appears I'm far from alone in feeling duped and taken advantage of by American Express due to their XXXX card practices. I am eager to resolve this problem.
Company Response:
State: CA
Zip: 95404
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: On Monday XX/XX/2023 AmEx XXXX representative XXXX and I spoke, and he agreed to have a manager call me the next day at XXXX XXXX. XXXX hours later no has called. This is a broken agreement, and a violation of my rights.
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A