Date Received: 2023-10-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XXXX XXXX XXXX, I have received American Express Card number ended with XXXX I have used it XXXX time in XXXX XXXX on XXXX XXXX for {$6.00}. the Annual fee was high {$150.00}. On XX/XX/XXXX, while I was traveling, I called the international Customer service line ( XXXX XXXX XXXX ) and asked the lady on the line that due to a high annual fee is it possible to cancel the card and refund the {$80.00} payment I made at that time She said yes and you should get a refund of {$80.00}. I was happy at that time, and I have asked her to send me E mail Confirmation. and she did Below is a copy of the confirmation. ___________________________________________________________-___ XXXX XXXX This message is to confirm that American Express has processed your recent request to cancel the following Card account ( XXXX ). XXXX XXXX ending in XXXX If you have other Card accounts registered for Manage Your Card Account online they will still be available online at americanexpress.com. _____________________________________________________________________ then after XXXX week I called. Customer Support XXXX XXXX XXXX XXXX requesting the fee refund. the lady on the line told me that refund. should be send if you cancelled within 30 days. then I asked to reactivate the card and I will pay the fees since I have been misinformed, they refuse to reactivate the card or pay the refund. not only that I have received a late charge and interest, I have spent a lot of time chatting and calling by phone with support with no resolution I have opened a complain case # XXXX I have asked for E mail confirmation for the case but they refused to do so. Now I'm still receiving statements for late charges and interests for a service i did not use only once. for a mistake that the support did, I'm XXXX year 's senior citizen and I am very frustrated by this way American Express handled my case.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: NV
Zip: 89107
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Im reaching out due to issues Im having with my account ending in XXXX. In XXXX I was in the process of refinancing my home to consolidate all of my credit card balances that accrued due to unforeseen health issues. During this process I suffered XXXX XXXXXXXX on XX/XX/XXXX at XXXX XXXX XXXX. Once I had my ability of speech, and limited mobility back I tried to take back over my bills my sister and mother were handling for me with limited access to my accounts. I called AMEX to enroll in their financial relief program until I was out of the hospital and done with XXXXXXXX XXXX. During my enrollment in the program the representative did not disclose if I paid my bill ahead of the autopay date that AMEX will still take a second payment out. I pay all my bills once the statement comes out with my first check. I did this the entire time enrolled in the program and never before did AMEX still go in to take another payment until last month. I called in immediately and requested the enrollment call to be pulled. I was told AMEX would investigate the matter and give me a call back. As usual I tried to make my payments for this month and noticed this account was not rectified. I called in numerous times the past few weeks. I spoke with a representative who gave me the reference number of XXXX. She admitted that in their investigation they were able to verify the enrollment rep never disclosed that to me and she tried to cover it up by saying we sent you a letter with all of the terms. This is absolutely disgusting by American Express because all parties including the enrollment representative was informed I was not at my physical residence to receive any mail as I was in the hospital during enrollment followed by XXXX XXXX away from my residence. I even offered supporting medical documentation which they all refused to justify their disgusting act. Im beyond appalled and disgusted by a company that even through the most difficult time in my life I still make sure my minimum payments are made. This is the first time in the XXXX years of being with American Express that my accounts werent paid in full as usual due to health issues and this is how Im treated. I know what to do now once my health is recovered seeing this is how you treat loyal customers. I keep calling in being transferred around to no end, with false promises that the unauthorized second payment for that statement period would be credit back to my card since this was an error on AMEXs end. Not a single representative follow through. Dealing with this company over such a trivial mistake they made, not even me has done nothing but raise my XXXX XXXX. If XXXXXXXX XXXX XXXX happens its due solely to this ongoing battle with Amex over this issue. Ive consulted my attorney after my last dealing with them today where I wasted over 2 hours of my life and only ended with my XXXX XXXX high and being transferred blindly for the millionth time!
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received an Amex Gift Card that Im supposed to be able to use at any location that accepts Amex. I tried using it on XXXX on Booking.com but it was declined. I tried using it on XXXX on XXXX and it was declined. Today, I tried using it on XXXX and it was also declined. When I check my gift card balance online, it states that there is {$300.00} available. Amex has stolen my money and theyre keeping it XXXX. I would like access to my funds please.
Company Response:
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I received an email the XXXX XXXX telling me someone was trying to get in my account.I call the bank and tell it was not me and not to let anybody change my information and this happened at XXXX XXXX the scammer call them and they only verified my name, data of birth and my ss and not security code at the back of my card.The scammer get in my account after I report the issue and get in my account with out the right information and the customer service did not follow the note they suppose to do to secure my account and it been 10 day with out my money.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: Last time, I did file a complaint and I did receive a replacement card. I used it to buy another card but AMEX gift card. It worked until I did try XXXX and XXXX. Here although I did use it previously at XXXX, this time, the same card was denied. It was also denied at XXXX then it worked at XXXX. As you will read if I don't use XXXX, ... I may not have opportunity to use my remaining balance. Who to blame I don't know? they say new security system does not allow them to proceed
Company Response:
State: DC
Zip: 20007
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear American Express and other corresponding parties, I am writing to express my deep concern and disappointment regarding your recent decision to retain incorrect information on my credit report, despite the substantial evidence and documentation I provided to support my dispute. This matter is of utmost importance as it directly affects my financial standing and credibility. I am disheartened to find that American Express, which I have clearly substantiated as inaccurate, remains unchanged on my credit report. This situation not only violates my rights as a consumer but also reflects a blatant disregard for the Fair Credit Reporting Act ( FCRA ) guidelines that are in place to protect individuals from such discrepancies. I have attached documentation that unequivocally proves that the account in question was paid in full in XXXX of XXXX. It is disconcerting to observe that my credit report inaccurately states this account was charged off in XXXX of XXXX. Such a glaring discrepancy not only violates my rights as a consumer but also flies in the face of the Fair Credit Reporting Act ( FCRA ) guidelines established to safeguard consumers from such injustices. As per Section 611 of the FCRA, it is incumbent upon credit reporting agencies to conduct a diligent and fair investigation upon receipt of a dispute. Moreover, Section 611 ( a ) ( 1 ) ( A ) explicitly mandates that consumer reporting agencies must employ " reasonable procedures to assure maximum possible accuracy '' of the information contained in a consumer 's file. By failing to rectify this gross error in light of the evidence presented, you are not only breaching specific FCRA clauses but also undermining the very essence of the FCRA itself. According to Section 611 of the FCRA, it is the duty of credit reporting agencies to conduct a reasonable investigation upon receiving a dispute. Furthermore, Section 611 ( a ) ( 1 ) ( A ) stipulates that consumer reporting agencies must " follow reasonable procedures to assure maximum possible accuracy '' of the information contained in a consumer 's file. By failing to rectify this error in light of the evidence provided, you are not only in violation of these specific FCRA clauses but also undermining the very purpose of the FCRA itself. I must also inform you that I am well aware of the legal recourses available to consumers in cases of FCRA violations. As per Section 616 of the FCRA, any person who willfully fails to comply with any requirement imposed under this title with respect to any consumer is potentially liable for actual damages, punitive damages, and attorney 's fees. Furthermore, I am not hesitant to pursue legal action to protect my rights under the FCRA should it become necessary. I trust that this is not a course of action either of us wishes to undertake, as it is both costly and time-consuming. Thus, I implore you to reconsider your decision and rectify the inaccuracies promptly. I expect that you will conduct a thorough investigation and correct the information on my credit report in accordance with the FCRA. Failure to do so may leave me with no choice but to seek legal remedies. I trust that you will take this matter with the gravity it deserves and rectify the situation promptly. I look forward to your immediate response and a resolution to this matter.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Morning of XXXX Received an email from Amex that my account was cancelled. We are writing to inform you that, after a recent review, your American Express account ( s ) listed above have been cancelled. Heres what that means No further charges will be approved, so please ensure any Additional Card Members are aware of this change. If you have any recurring charges on these accounts such as telephone or wireless charges, please contact that company immediately to ensure these bills do not go unpaid. You should also destroy any Card ( s ) you may have for the account ( s ). '' For more information, I need to log in and check the message center. When I do, I get a message is " unavailable '' note copied below- When I called numerous times - I've been placed on hold without an answer for over minutes -- given the option of a call back that did not happen. " This message is unavailable. Because this account has been closed, we're unable to load some account information. Please check to see if you also received a mailed copy of this message. ''
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I am writing to express my deep concern and frustration regarding a recurring issue with American Express. I have reached out to customer for assistance, but they have not been able to resolve the problem nor offered any workarounds or any solution. Here is some information pertaining to the issue : - I have two American Express gift cards I received from work. One has a {$200.00} value and the second one has {$500.00} value - I tried paying multiple times for a product I wanted to buy online and every time the transaction got declined ( date : XX/XX/2023 ) - Before placing the order I checked the balance at balance.amexgiftcard.com and the funds are there - Since the transaction failed, I tried to add it to XXXX today ( XX/XX/2023 ) since the website I wish to by from accepts XXXX as well but it again didn't work showing the same error message : Your card was declined by the issuing bank. Please try a different card or contact your card issuer with questions. Similar situation with XXXX. - I called American Express customer support on the XX/XX/2023 and talked to XXXX representatives. None were able to solve my issue and simple told me to use the card with a different merchant but they failed to provide a merchant names where it can be used. It is absurd to expect someone would randomly hunt that work. - According to their terms and conditions, these gift cards can be used online.
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/XXXX, I did a wire transfer in the amount of XXXX XXXX to my American Express platinum card to further my my credit spending power to purchase a car that I ordered. Also to secure my reward points of XXXX. However, the car dealership would not accept the card payment in that amount due to the fees they would incur. On XX/XX/XXXX I requested a refund via wire transfer to my account, as I have not been able to secure the down payment for the vehicle until I am refunded. Amex originally told me that due to the amount of the refund, it would take 2-3 days for the transaction. I called 2days later to check the status and was told the wire transfer would take 10 days from the XXXX XXXX XXXX. I then called another 3 days later and was told it would be 12 days from the day of this call. I requested for written policy on why the funds were being withheld. To no avail. Today is XX/XX/XXXX, called Amex to check status of refund and was told that it would be wired 10 days from today. I asked to speak to a Supervisor, who then told me, the transfer would be initiated XXXX XXXX XXXX XXXX XXXX XXXX and would deposit into my account XXXX XXXX I have been completely taken advantage of. I was able to speak to someone in the back office to get the wire trans for done. It took 2mins for the transfer to hit Amexs acct and for them to credit my account within 20 mins. I call to have my transfer escalated and no such back office is available to a customer.
Company Response:
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A