Date Received: 2023-10-05
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for American Express Gold card on XXXX. I got a letter indicating that I have been deined due to FICO sorce with a 3rd party agency. Regardless of the reason for being denied. I have the right to credit. Withholding my access to my securities is securities fraud. They are violating the Equal Credit Opportunity Act and Consumer Credit Protection Act. Since they are denying me access to my credit, please retract my application.
Company Response:
State: SC
Zip: 29673
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: In XX/XX/XXXX, I recieved a {$50.00} American Express e-gift card by email. There's no physical card, making it difficult to use in store. Their instructions say to setup XXXX XXXX or similar to use in store, but I was not able set it up following their instructions. I was unable to reach a person or get help from the customer support phone number they provide ( XXXX ) in ~XXXX, XXXX and XXXX. In XX/XX/XXXX, I attempted to use it to make several online purchases, including from XXXX, all of which declined it. I contacted a customer support number for " questions about purchasing your Gift Cards online '' ( XXXX ) and got an immediate answer, but was was placed on hold for XXXX hours total and transferred to a couple different people, the last of whom hung up on me, after trying to get help to use my existing card online. I was told : a ) XXXX, XXXX, XXXX, XXXX and XXXX all do not accept it b ) They don't know of a single online company that accepts it. c ) Because it's an anonymous card and there's no zip code or other info, any website ( all that I'm aware of ) that require verification info such as a zip code, name or address will be unable to verify it and decline it. d ) Despite not being aware of a single company that accepts it, they still claim that it can be used online and that I should keep trying other places. The instructions provided with the gift card say, to XXXX XXXX, " In the Billing Address section, please fill in your name and address '' suggesting that the shop would be able to verify it, directly contradicting what the customer support representative said. The e-gift card seems like a scam to keep other people 's gifts for themselves. American Express keeps the balance and interest on the cards by making sure they aren't used.
Company Response:
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: On XX/XX/, I paid American Express account number XXXX, the amount due of XXXX leaving a XXXX balance. On XX/XX/, I received a bill for XXXX for interest on Purchases on XXXX/XXXXXXXX XXXX XXXX ) and Introductory Purchase Rate Expired XXXX ( XXXX ). Total XXXX
Company Response:
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite multiple written requests, the unverified account listed below continues to report on my file. The late payments are inaccurate, the payments were made on time. Please update the late payment markings to show the correct payment history. Update the account below : XXXX XXXX
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: American Express sent a mailer offering to upgrade the XXXX American Express credit card that I have had since XXXX. In XXXX of XXXX, I called American Express and updated the card. A few days later, the new XXXX XXXX card arrived. I have had my payments set up on automatic payments each month. In XXXX they notified me that my payment was not made. I called American Express and made a payment. At no time did they say it was XXXX accounts. They applied both payments to the XXXX card in XXXX. In XXXX I called again because I had another letter. At this time they told me I was in default for the XXXX account. I explained what had happened and paid the gold card payment and a {$1000.00} payment on the XXXX card to get the payments up on the reserve card at their request. A week later they told me that both cards were suspended and sent me a letter saying I had to pay both accounts in full to be reactivated after telling me that the {$1000.00} payment would bring my accounts up to date. Today, I spoke to someone who explained everything I am a senior and was not told it was XXXX accounts until XXXX. I was put on a payment plan for XXXX accounts but was told that non-payment on XXXX account impacts all accounts but not payments. As a senior on a fixed income who relies on my good credit standing American Express misled me to open up a second account and has damaged my good credit ratings. I need urgent assistance.
Company Response:
State: MN
Zip: 55429
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was charged a {$29.00} late fee on my American Express credit card. I called them several times asking for a reimbursement as the payment due date falls at an odd part of the month. Two representatives told me two weeks ago that the fee would be removed. The second person I spoke to it was escalated to a supervisor and she assured me the fee would be removed. Upon speaking to someone today they said the fee would not be removed. American Express charges, exorbitant fees, and there is a disconnect with the customer service. In addition to the high interest rates they also always make sure to allow you to go over your credit limit, and then they report your card to the credit bureau immediately saying that youve gone over for your limit, and that negatively impacts your score with a lower credit score. Two times I was told something they are now denying.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am writing to file a complaint against American Express for what I believe to be unethical practices in handling my credit card account. For nearly 14 years, I have relied on American Express for benefits promised with my card such as : airport lounges access, warranty protection, and protection from unscrupulous merchants. Unfortunately, my experience with the company has been marred by various instances where I was not protected or supported by American Express, resulting in financial loss. Further, American Express on occasions has been unable to provide lounge access, or denied warranty claims using false justifications ; which were later paid when proof additional proof was submitted. Recently, I contacted American Express to express my dissatisfaction with their services, particularly the inability to utilize airport lounges, which is a primary reason I hold the card. During this call, I was frustrated with the response I received, and threatened to cancel. As many customers do, I attempted to haggle for a reasonable offer that would offset the losses from American Expresss repeated failures. But at no point did I give explicit verbal or written authorization for the cancellation of my card. Nor was I aware that terminating the call would result in the card being cancelled, similarly to a forced opt-in policy ; which upon request- they can not provide documentation to support. Such a policy was never clearly communicated to me in writing, or on the call and was vaguely referenced as All Rights Reserved in the cardmember agreement; when I asked how I should know this is the aXXXX American Express would take. Hours later, when I tried to address this issue with American Express, I was informed that they operate under a policy where they cancel cards when you infer interest in cancelling ; under the broad umbrella of " all rights reserved ''. I find this approach deeply concerning, especially given that this significant action was taken without any explicit communication or notification. Upon reaching out to resolve this situation, I was presented with the option to reapply for my card, which comes with a fee of {$650.00}. Considering that I had renewed my card in XXXX and it was unexpectedly terminated in XXXX, I feel this is both unfair and unreasonable. The pro-XXXX amount for the unused period effectively amounts to a {$320.00} loss on my end, which I see as unjust enrichment on American Express 's part. I kindly urge the CFPB to investigate this matter. Specifically, I believe a XXXX window should be allowed for card reinstatement in cases where explicit consent for cancellation has not been provided. Companies should be held to a standard where clear communication and explicit consent are prerequisites for actions that have such significant implications for the consumer. Thank you for your attention to this matter. I hope that this complaint will lead to a thorough review of such practices and ensure that consumers are treated fairly and transparently. Sincerely, XXXX XXXX
Company Response:
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
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 XXXX, XXXXXXXX XXXX, I took a taxi ride in XXXX XXXX that was supposed to be XXXX XXXX pesos according to the taxi meter. The driver charged XXXX XXXX pesos to my American Express. I received an alert about 45 minutes later from American Express. I immediately called American Express and said this is a fraudulent amount on the charge. I was assured by American Express that this would be taken care of. On XX/XX/XXXX, I see that American Express accepted the charge from the merchant despite my calling immediately on XX/XX/XXXX. The XXXX at American Express re-opened the dispute for amount of XXXX XXXX XXXX minus the XXXX XXXX XXXX ( which I was supposed to pay ). This dispute was ~ {$2700.00} XXXX I provided detailed documentation of where I was on XX/XX/XXXX during the time of the transaction and how there is no possible way a XXXX taxi ride could be XXXX XXXX. Amex requested documentation from the merchant and they provided a paper showing a XXXX XXXXXXXX XXXX charge with a signature that was not my signature. I told American Express that I was never presented anything to sign and I was had never seen the merchant documentation they presented. The driver also said they could not provide me a receipt. I then sent American Express a copy of my driver 's license to show how the signature does not match mine. Despite all the documentation I have provided, making at least 10 calls into American Express and being a card member for 28 years with a flawless payment record. American Express is still not helping with my dispute. Further, I spoke to another manager about this on XX/XX/XXXX. She said she would personally handle this and review all the documents I have sent in detail. She would then call me back. I never received a call back from the manager. And, American Express debited the money from my bank account without my authorization. I am hoping that the CFPB can help me with this case. I also have no choice but to engage with a consumer protection attorney on this matter. I always had the impression that American Express was diligent about consumer protection but I have come to find is is exactly the opposite. I have spent numerous hours of this and have experienced a great deal of stress trying to work with them.
Company Response:
State: GA
Zip: 30307
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: To Whom It May Concern, I am writing to request a reconsideration of my recent denial for a credit limit increase on my American Express card account. I want to reiterate my strong track record of responsible financial behavior, including consistent on-time payments and a proactive approach to resolving issues promptly. I recently made a significant payment of {$860.00}, clearly demonstrating my commitment to reducing outstanding balances swiftly. I kindly urge you to reflect this payment on my credit report, as it accurately represents my current financial standing. I understand the importance of an accurate credit history and believe that this update would reflect my responsible financial conduct more accurately. Despite a past incident involving an ACH payment failure, which I promptly rectified, I have taken proactive measures to ensure the stability of my payment methods. I am fully committed to maintaining a reliable payment system to prevent any future issues in this regard. Furthermore, I am enthusiastic about expanding my membership with American Express through a charge card. I look forward to the opportunity to demonstrate my financial responsibility on a broader scale. Please consider this as an indication of my commitment to responsible credit management. I kindly request that you review my application again, taking into account my responsible financial conduct and my recent efforts to resolve any concerns. Granting this credit limit increase and reflecting my recent payment on my credit report would not only benefit me but also enhance my relationship with American Express. I am eager to continue being a responsible and valued member of American Express, and I am hopeful that you will reconsider my request promptly. I kindly request to be contacted as soon as possible regarding the status of my application. Thank you for your understanding and consideration. Valued XXXX, XXXX XXXX
Company Response:
State: IL
Zip: 62703
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the customer service representative of the said accounts. AMERICAN EXPRESS XXXX and AMERICAN EXPRESS XXXX were reflected as late payments on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is 100 % true, accurate & correct.
Company Response:
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A