Date Received: 2023-09-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I need help on an American Express XXXX XXXX issue. Quick facts : 1. Ive been an American Express cardholder since XXXX. 2. On XX/XX/XXXX, I responded to an XXXX offer for a personal loan for $ XXXX, for several projects at my house. In responding to the offer, I filled out the required online XXXX XXXX application. As part of that process, I entered the routing and account numbers for my XXXX checking account. 3. XXXX XXXX XXXX, I called XXXX XXXX Loans Division to check on the status of the loan processing. I advised that I had not seen any funds land in my XXXX account since completing the pre-approved application XXXX weeks earlier. I was advised that the XXXX XXXXXXXX had been sent to my XXXX account at XXXX XXXX account that has been closed well over a year. The XXXX XXXX account, as well as a XXXX XXXX account, had been linked to my XXXX card in prior years and they could not say why they randomly selected the XXXX as opposed to the XXXX XXXX account.but that is not significantas I distinctly remember opening the XXXX app on my XXXX, as I knew the routing and account numbers were displayed in the XXXX app in a legible font. XXXX was unable to explain why the funds were sent to XXXX, or what exists in their operating policies or procedures that caused them to erroneously select the XXXX account as opposed to erroneously sending the funds to the open but inactive XXXX XXXX account. I asked the rep if she saw any record of the XXXX numbers that I had carefully entered in the blank fields in the online loan application and the rep indicated that she didnt, but that that part of the online application program doesnt always work correctly. XXXX. At that point, I asked to have my case escalated to a XXXX XXXX XXXX. I was told they would do so, but that none are available and theyd put in a callback request and that I should hear from a supervisor in XXXX hours. I did receive a callback, but heres the rub. XXXX XXXX XXXX XXXX is that they cant do anything on my erroneous alleged loan account until XXXX is successful in clawing back ( XXXX descriptor, not mine ) the XXXX XXXX that they sent to the wrong place. They also said that if I still wanted a loan, their procedures were such that Id have to reapply. I responded that based on this experience to date, I have no interest in doing any business with XXXX XXXX Loans division. XXXX. Currently XXXX shows I have a personal loan account with a balance owed of XXXX XXXX. Fact : While this loan has already appeared on my credit record, I have never received a single XXXX of the alleged loan proceeds. XXXX blundered badly by sending the intended loan proceeds to a non-requested financial institution and they refuse to take any action to correct THEIR ERROR until they recover the funds they erroneously sent. To add insult to injury, although their XXXX up was clearly identified by me to them on XX/XX/XXXX, when I called back on XX/XX/XXXX, in response to my direct inquiry, I was told that XXXX did not have any record on my account of any steps that they had taken since XX/XX/XXXX to get their funds back. But wait, it gets worse. 6. On XX/XX/XXXX, I received an email from XXXX, reminding me that my personal loan monthly payment was past due and that the payment due date for the current month is due soon. XXXX operation is not only totally screwed up, but its almost customer-hostile and being XXXXXXXX XXXX, Id add into the mix a very strong dose of elder abuse as well. 7. On XX/XX/XXXX, I started getting XXXX card transaction declined emails from XXXX " because XXXX or more of your accounts is past due. I called XXXX XXXX division, as I already knew that the XXXX loan division keeps bankers house, M-F, with no reps on the weekend. The XXXX XXXX rep confirmed that it is the personal loan that is the issue and the only way I could use my XXXX card was to make my alleged loan account current. Hmmmm, now let me see.to continue using my XXXX card, Id have to make a payment on the XXXX loan that I never received XXXX XXXX of and that the incompetent XXXXXXXX XXXX loans team randomly picked a non-specified location to place the loan proceeds with. Needless to say, I declined the XXXX loan payment option and instead spent multiple hours removing my XXXX card info from each and every account where it was listed as the default payment source. XXXX XXXXXXXX XXXX video, monthly premium for pet insurance, XXXX, etc.. I used my XXXX card so consistently that I know all the numbers from memorywhich is almost impressive, seeing as how I turned XXXX in XXXX and beginning to have some of the memory challenges that are not uncommon amongst fellow octogenarians. XXXX offer an observation and that is, with this many screwups and policies that penalize customers for errors made by American Express, not the ( now former ) customer, and their inability ( or desire? ) to correct their error in less than XXXX weeks, and to harass customers with past due notices for payments on a " phantom loan '', there is definitely something rotten in the middle and/or senior management ranks of the XXXXXXXX XXXX loan division. They're either incompetent or running a scam. I am happy to report that there are XXXX clear exceptions to the above paragraph. A XXXX by name of XXXX and a XXXX by name of XXXX both somewhere in the XXXX XXXX Customer Service operation, been very professional, and have tried to get things resolved, but they have to operate within the customer-abusive policies outlined above. Mistakes can happen. Thats understandable. Although XXXX errors in creating this situation is inexcusable in even a mediocre financial institution, much less XXXX To have absolutely NO resolution in XXXXXXXX XXXX and counting, and to badger a customer and send collection notices and suspend their credit card, when they are clearly at fault, is customer-hostile behavior and XXXX should be severely sanctioned for such incompetent and abuse behavior. And in this deplorable situation, it is also XXXX XXXX.
Company Response:
State: NV
Zip: 89121
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
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 Virtual Reward Card in amount of {$29.00} which supposedly can be used with any merchant but no matter how many times I try to use it less than the value, it is still getting declined. The only transaction going thru is the security charges which doesn't mean anything to me. I am getting tired to trying to use this card.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/23, I received two emails that my American Express credit card accounts are being closed. I quickly called to see why. I was advised that because of returned payments. I have been experiencing fraud and ID theft in the past year, and have been having to constantly change banking account numbers and cards. I've expressed that each time I've called to have American Express confirm payments. They've called my bank with my on the phone and confirmed that payments have cleared and/or have funds to cover. Now, they are telling me that it was not verified and my relationship is being closed. I asked to escalate the issue, but was declined that option and stated there is nothing they can do. Only option is for me to apply for a new credit card. I let them know I can provide a letter from my bank stating it was returned in error since I have been dealing with fraud. They did not accept. It is very frustrating that as I have been dealing with the fraud and ID theft, that American Express can not find a solution to assist and even review the situation. They did not seem to care and brushed it off. I also find it funny that the day before, purchases were allowed, creating more balance and profit for American Express. Which I am sure, at that time they knew the relationship was being closed. Seems like they wanted to allow me to spend more so they can profit before closing it all. I do also feel discriminated against for returned Payments, even if it was because I have been experiencing fraud and ID theft. They brushed it off like I was no longer worthy to be a client, like Im a XXXX XXXX XXXX to throw away.
Company Response:
State: CA
Zip: 91790
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had an account with American Express for 40 years. In XXXX I had major health problems and was hospitalized majority of year. I had 3 payments returned but immediate corrected with another payment method. I stayed in constant touch with them thru the entire ordeal and was complimented on staying on top of everything with my hospitalization. Even got a letter saying they would not raise my rates under the circumstances. Then out of nowhere months later I get email saying both my accounts have been closed due returned payment. I called and they gave me run around and said nothing can be done. I did email my complaint to Amex ceo as well. After 40 years I cant believe Im being treated like this. I would like my accounts reinstated. I am current on my bill and under my credit limits.
Company Response:
State: NC
Zip: 28546
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: We have been going back and forth over this for over a year. Once again, Amex refuses to provide me with the most basic information : What interest have I been charged on the 2x unauthorized charges? Has the interest been refunded on the 1 charge you have refunded? Since the 2 charges are both part of the same fraud and forged signature how can you refund one of the charges and not the other identical amount which is clearly related? I have finally found the company who handles arbitration for such matters and have them ready to proceed. I will also be pursuing for costs and inconvenience in addition to the refund if this is not sorted before that point. I have a very strong trail of communication over the last year of Amex withholding info and giving factually incorrect information. Please let 's not add this to the request too
Company Response:
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Attempted to use an American Express gift card to make online purchases and add to digital wallet. I attempted to contact customer service but was only met with automated responses. The card continues to decline at several online retailers for purchases that an amount below the balance on the card. Online and in their information provided American Express says that you are able to use the gift card digitally and add to your digital wallet without issues but this has not been the case. The card had a balance of XXXX and I was only able to make 1 purchase after trying to use the card at several retailers for small purchase amounts. This was a purchase at XXXX for XXXX The balance as of Friday XX/XX/2023 at XXXX XXXX PST is now {$480.00}. I was able to load my card on to XXXX and XXXX and XXXX XXXX, but they did not allow me to make retail purchases at all. They did place small holds of XXXX cents and XXXX cents on the card respectively. Additionally, it would not let me add my card to digital wallets on XXXX or XXXX, in order to make one time purchases.
Company Response:
State: CA
Zip: 90304
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: My XXXX cellphone was security breached allowing unauthorized access to ALL of my personal and financial information. Also unauthorized access to online usernames and passwords for ALL accounts. Unauthorized reporting my credit cards as lost or stolen and requesting replacement credit cards to be sent to me without my knowledge. Accounts are showing very high balances due and no transactions were made by me. I do not have any authorized users on Any of my credit card aw accounts. Apparently replacement cards mailed to have been stolen out of my mailbox as I have not requested or received any. Tried numerous times to contact Amex fraud department but it is obvious my phone calls are redirected to some unknown person that I definitely know is not Amex. I know this because I am very familiar with Amex representatives with questions or information they WILL REQUEST from me to verify my identity. I have been completely BLOCKED from my numerous phone calls attempts to reach Amex Fraud Dept. to resolve this Identity Theft issue. I even opened a po box to assure no more credit cards can be received by this criminal.
Company Response:
State: FL
Zip: 33707
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have been given a US AMEX giftcard and I have attempted to use it at various US stores. ( I am located in the UK ) and the transactions decline everytime ( I do have access to a US Address ) I spoken with AMEX customer services, who say use the card in a shop. Doesn ; t work. Transactions are declining to " protect my funds '' however I can not spent my funds and this feels like a scam
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
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, I booked a hotel through American Express Travel, charged as `` AMEX XX/XX/XXXX '' for {$330.00}. I did approve that charge. Then, on XXXX, the same exact charge for {$330.00} for the same hotel ( billed as " AMEX XXXXXX/XX/XXXX ). I did not approve that charge and it seems to be a duplicate charge. I noticed this issue in XXXX and called American Express to sort out the issue. American Express referred me to American Express Travel. In each case, I have been shuffled around to various agents and supervisors, none of them sure why the charge has been duplicated. Because it is through American Express Travel, American Express classifies it as an internal charge. I can not dispute an internal charge with American Express. Hence the discussion with 20-30 agents, each directing me somewhere else. I have called four or five times in the past 6 months, often on the phone for hours. In a few cases, Ive been told that I would be personally called about the issue, and then hear nothing. One Global Complaint was created a few months ago, XXXX. In chatting with them later, Amex/Amex Travel has no record of the complaint. Today XXXX, a new complaint, XXXX was created! Amex says I have to talk to Amex Travel, and Amex Travel says I have to talk to Amex. Im not sure who to contact since I cant officially dispute the charge.
Company Response:
State: MI
Zip: 48603
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
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: The XXXX of XXXX XXXX charged me {$90000.00} through my American Express card instead of a beach entrance fee on XX/XX/2023. It has been a nightmare trying to get this resolved with Amex, I opened a case with them on XX/XX/2023. This charge is still sitting on my account and accruing interest ( charge on XX/XX/2023 ). This is not standard business practice from disputes I've done in the past, I have always had the charge and interest held. I have gotten no answers on when this will be resolved, how interest is being accrued and I am worried this will impact my credit score. I was able to get through to the CFO of XXXX XXXX, who noted that Amex contacted her in the middle of XXXX and she had said then that the charge is false. This exchange was not documented by Amex. She has also e-mailed me a letter for proof. I am attaching XXXX documents highlighting my case : XXXX Amex charge file : This is noting the entire timeline of what has happened and the amount of times I have contacted American Express for a resolution. I have spent XXXX hrs on the phone with multiple agents and have gotten no ETA or clarity on how this is being handled as well as important details such as if interest will be charged. Even after updating Amex that I have contacted the merchant and have written proof this charge is false, there has been no movement on my case. Letter from XXXX XXXX file : CFO of XXXX XXXX has written that this charge is false and should be removed.
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A