Date Received: 2023-09-26
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I am an account holder with American Express and use their Gold card for day to day purchase. When I opened the card in XX/XX/, I was sent a paper version of cardmember agreement, a legal document enlisting all the rights and benefits of the credit card product, to my address. I took my time to read all the provisions of the cardmember agreement, in which I found that I am entitled to two additional benefits, previously unknown to me when I applied for the credit card application : a ) " Trip Cancellation and Interruption Insurance '' b ) " Cell Phone Protection ''. On XX/XX/, the flight ticket I purchased via the aforementioned American Express Gold Card was cancelled due to the weather conditions. I had to come up with alternative transportation, so I went ahead and booked last minute train tickets taking me to the same final destination, for {$200.00}. I arranged the train alternative under the impression that my Gold Card 's " Trip Cancellation and Interruption Insurance '' benefit will help me offset the {$200.00} cost. Having this in mind, I called American Express customer service to help take advantage of the said insurance benefit - only to find out that this benefit is offered on American Express 's other credit card products, but not Gold Card. This directly contradicted the provisions on the paper cardmember agreement I received, and I tried to explain the situation the customer representative as much as I could- the best they did was to open an investigation case. I never heard back about the result of the case, as I was not offered opportunity to prove my case by uploading the photos or scanned version of the paper cardmember agreement I had in possession. I followed up two weeks later, and apparently the resolution was made for the investigation case without any further inquires to me - I was not given any word or had chance to showcase an input. The customer representative kept reassuring me that they have a dedicated professional team of experts thoroughly investigating any case presented at them. I found it very hard to believe, feeling absolutely helpless I decided to cut the call short - I was not compensated in any way for the interrupted flight and my investigation was never properly looked into. CFPB is my only hope now. I am attaching the photos of the paper cardmember agreement I have which explicitly states that I am entitled to the two aforementioned benefits - the benefits that American Express refuses to provide me, as apparently these benefits are provided with other products, but the Gold Card I own.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: American Express is not reporting my platinum card to XXXX which is negatively impacting my XXXX credit score..
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: American Express froze my card. According to them I filed for Bankruptcy. This is untrue. I ask them to provide all documentation used to determine that I filed for Bankruptcy, they indicated they could not provide any documents. In addition I ask if they reported anything to the credit bureaus. They did not know if anything was submitted. I have spent many hours correcting all the automatic payments because of this freeze on my card. This is a gold American express card that I pay over {$75.00} for a year.
Company Response:
State: FL
Zip: 32084
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: I was to receive a direct deposit for {$370.00} on XX/XX/. The direct deposit was from my employer XXXX XXXX XXXX. My employer has confirmed that Bluebird received the direct deposit. I have not received the direct deposit and spoke with a rep from Bluebird Amex who spoke broken XXXX and said nothing he could do. I will be closing my account but want the funds that this company has received and not applied to my account which is against their Terms and Conditions Agreement. You can not even contact their customer service except through phone calls then get a rep who you can't understand. Poor poor poor
Company Response:
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was issued {$1000.00} gift card, and I was able to make two purchases successfully, but ever since then every single purchase I attempt gets denied. I called Amex multiple times, and they updated my billing address, but otherwise they were no help at all, and the card still doesn't work. They always say " try another merchant '' but I have tried dozens of different retailers and none of them work, including the place that it worked before. This is clearly a scam, which is evidenced by the hundreds of other people who have had the same complaint. I have XXXX left on the card, and I need to be refunded the money.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I recently had an issue with my AMEX platinum credit card when trying to pay the bill. I normally pay the bill manually once a month when the bill gets high and then autopay the rest at then end when the statement is due. I tried paying an amount of XXXX $ a day before the autopay was scheduled to pay the statement balance ( XXXX $ ). I did not know the autopay was scheduled to pay it that next day. I payed the XXXX manually and it said confirmed your payment was received and in the app my balance went down by XXXX XXXX The next day for some reason is still auto paid the full XXXX even though I had already paid XXXX the day before. I would think it would only be paying the difference which would have been a little over XXXX XXXX The problem was that when the XXXX and XXXX came out it brought the bank account balance too low to do all of my payroll checks so when I did my payroll checks everyone of them was charged a NSF fee. I immediately called American Express as soon as I saw the amount that was taken out and they said they couldnt return it to the bank account without the routing and account number ( which I didnt have at that moment ) and to call back the next morning when I had it. Which I did and they said the money would be returned. I finally see it being returned to the bank account after 2 days but Im still left with the NSF fee that arent cheap because American Expresss autopay system messed up. ( Bank isnt willing to take off the NSF charges )
Company Response:
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I notice fraudulent charges appearing on my AMEX card I reported 2 instances already and this is the third instance This time I notice {$200.00} charged and rolled back on XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: Without my knowledge, a credit account was opened in XXXX. {$6000.00} was withdrawn in XXXX. then over another 2 months another XXXX XXXX dollars were withdrawn. This credit account is opened with American Express. I have never been to this bank and never opened an account there
Company Response:
State: IL
Zip: 60089
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: When I saw the promotion of American express XXXX Credit card welcome offer of XXXX bonus points, I applied for it online. I Paid {$690.00} and spent more than {$6000.00} as required by welcome offer conditions. When I did not see the points after meeting above conditions, I called the company customer service and they told me that during the application there was a pop-up that told me that I am not qualified for the bonus points and I have agreed to that. I ask for the proof of that agreement and they told me that I have to subpoena that proof. On XX/XX/2023, I wrote to their management in XXXX XXXX XXXX and after few days they called me and told the same. Their offer terms clearly states, " If you are not eligible for a welcome offer, we will notify you prior to processing your application so you have the option to withdraw your application ''. They are saying that the pop-up during the application is the notification. I NEVER SO THAT POP-UP DURING THE APPLICATION AND I NEVER AGREED THAT IS IT OK TO ACCEPT MY APPLICATION WTHOUT A WELCOME OFFER. AND I THINK POP-UP CANOT BE CINSTRUDE AS A NOTIFICATION. I requested proof/copy of that notification ( pop-up ) and they refused to provide it
Company Response:
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
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: This letter is in response to your letter dated XX/XX/XXXX XXXX signed by XXXX XXXX by the America Express XXXX XXXX XXXX XXXX XXXX. The letter is in response to the following CFPB complaints : CFPB XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Per the letter, although I have the correct address in the letters I mailed out disputing multiple charges, you are not going to place those charges into dispute because American Express can not find a record of those letters. Your response states that I need to call XXXX to dispute the charges. Per the cardmember agreement, I chose to mail out my request to dispute the charges. Per US Postal Service records, each letter was delivered to the correct address. As such, I demand that I receive credits for each transaction I am disputing along with a refund of the interest charges that I was charged to this day. If you refuse my demand, I request that this issue be settled through mandatory arbitration. Thank you.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A