Date Received: 2023-09-08
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 XX/XX/2023 I used my AmEx card to purchase items online from XXXXXXXX XXXX XXXX XXXX totaling {$680.00}. On XX/XX/2023, I received a package from XXXXXXXX XXXX XXXX XXXX, but it did not contain the items I ordered. Instead, it contained a lot of packing material, brown packing paper, and a cheap, used, plastic bathtub. I never received the items I ordered. I immediately phoned XXXX XXXX XXXX XXXX 's customer service number, but it was out of order due to the business closing down. I contacted my mail carrier 's corporate number, and was only provided tracking information. The mail agent said the package was uninsured, and they could not help me as it did not qualify for a claim. They suggested I contact my bank. I then called AmEx for assistance. An agent helped me open a dispute for the charge the same day ( XX/XX/XXXX, XXXX days after the original charge ). I later found out, after receiving a denial for my initial dispute, that the agent selected the wrong dispute reason. She selected " not satisfied with quality of goods/services '' instead of " goods services not received. '' Another agent helped me re-file with the appropriate reason, since I never received the items. I continued to receive XXXX denial letters from Amex, over the last 4 months. Every time I called in, a different agent from a higher escalation team would reassure me that this would be taken care of, as I should not be responsible for goods not received. Each agent promised the dispute would get escalated to a higher tier, and reviewed by a human, instead of a computer. I have provided photos of the package and bathtub I received INSTEAD of the baby stroller and gift items I ordered, receipts, unanswered emails to XXXX XXXX XXXX XXXX, a police report, and every other piece of documentation I could to verify I never received my goods. And I keep getting auto denials citing " all sales were final after XX/XX/XXXX, please contact the merchant. '' I understand that all sales are final, and do not find this reason applicable to my dispute. And as I have told agents several times, I still have no method of contacting the merchant, who has closed down. Because AmEx has wasted 4 months of time, between XXXX and XX/XX/2023, intentionally misinformed me of my rights as a consumer, and provided false assurances during several RECORDED phone calls that the charge would be removed, I missed important deadlines and other levels of recourse with filing claims for compensation from XXXX XXXX XXXX XXXX XXXX restructuring firm, insurances, etc. They are holding me liable for charges that I should not be responsible for. I need help getting this {$680.00} charge removed from my statement balance. I trusted AmEx and their reputation for consumer protection. I elected to use my card for the assurances and protections they claim to provide. Disputes are in place for this very reason, non receipt of goods, and I meet all of the requirements to be eligible for this courtesy. The repeated dispute denial reason that " all sales are final '' DO NOT apply to this situation, as I am not attempting to return something, I am reporting that I NEVER RECEIVED my items. They have failed me as a loyal customer.
Company Response:
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have not supplied proof under the doctrine of estopper by silence, Engelhardtv Gravens ( mo ) 281 SW 715,719, 1 presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists.
Company Response:
State: KY
Zip: 40601
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Took or threatened to take negative or legal action
Subissue: Sued you without properly notifying you of lawsuit
Consumer Complaint: I am writing to file a formal complaint against American Express National Bank ( hereinafter referred to as " American Express '' or " the Bank '' ) regarding their continuous and deliberate breach of our arbitration agreement over the past ten months. Despite our clear contractual agreement to resolve disputes through arbitration, American Express has failed to participate in or pay for the arbitration process, thereby violating the terms we mutually accepted. The arbitration agreement in question is detailed in our contract and it explicitly mandates that any disputes or claims between the parties should be resolved through arbitration as the exclusive method of dispute resolution. The agreement also specifies that American Express is responsible for covering the costs associated with the arbitration process. I paid my share of the filing fee and complied with my duties under the arbitration agreement. However, since XXXX of 2023 when I initiated the arbitration process to address a dispute, American Express has consistently neglected its obligations. To outline the chronology of events : In XXXX of 2023, I formally initiated the arbitration process via JAMS in accordance with our agreement. Despite multiple reminders and requests for American Express to participate, they have neither engaged in the arbitration proceedings nor fulfilled their financial obligations for the process. This situation has persisted for the past ten months, during which time American Express has failed to cooperate or make any effort to resolve the dispute through arbitration. This breach of our arbitration agreement by American Express is not only in direct violation of our contractual arrangement but also undermines the principle of fair and efficient dispute resolution. I have made every attempt to engage with American Express and seek a resolution through the agreed-upon arbitration process, but their persistent non-compliance has left me with no other recourse but to seek your intervention. I kindly request that the regulatory body investigate this matter thoroughly and take appropriate action to compel American Express to comply with our arbitration agreement. Additionally, I seek your assistance in ensuring that American Express reimburses me for any expenses incurred as a result of their non-compliance with the arbitration process. I understand the importance of regulatory bodies in ensuring that financial institutions adhere to their contractual obligations and the laws that govern their conduct. I trust that your intervention will help resolve this matter promptly and fairly. Please let me know the steps I should take to assist in your investigation and provide any additional information required to facilitate a resolution. Thank you for your attention to this matter, and I look forward to your prompt response.
Company Response:
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
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 had an account with American Express that was closed due to error in XXXX. American Express agreed to reinstate the account once the balance was paid in-full. American Express sent the account for collection in late XX/XX/XXXX claiming the account was XXXX XXXX XXXX XXXX days past-due. On or around XXXX XX/XX/XXXX I spoke with the collection agency and notified them that I had stopped receiving bills. The collection agency enrolled me in automatic payments and filed a billing error notice on my behalf, letting AMEX know I had not received statements. AMEX never conducted a billing error investigation and then transferred the account to a second collection agency in XX/XX/XXXX. AMEX notified me of the change and advised me to go through a different website to paymy AMEX bill. AMEX stated I simply needed my name and zip code to log into the system. The login information required turned out to be my name and full XXXX ( XXXX ) digit card number -- for the card that was cancelled XXXX XXXX, and that would not be reinstated, with a different card number, until the balance was paid in-full. I filed a billing error notice and a complaint with the CFPB in XX/XX/XXXX. AMEX failed to conduct a billing error investigation within proximity to that billing error notice thereafter. I filed another CFPB complaint against AMEX in XX/XX/XXXX and a CFPB complaint against the collection agency around the same time. AMEX allegedy XXXX the account on or around XXXX XX/XX/XXXX. They neither conducted a billing error investigation, nor The collection agency responded in early XX/XX/XXXX clearly highlighting a litany of legal issues I'd raised surrounding AMEX handling of the account to include violations of the FCRA, FCBA, the ADA, and retaliaton for exercising my rights under those acts. They returned the account to AMEX effective XXXX XX/XX/XXXX and ceased all efforts to collect. AMEX brought the account current for XX/XX/XXXX sometime in XX/XX/XXXX or XX/XX/XXXX. The account continued to report as " pays as agreed '' until XX/XX/XXXX at which point AMEX began marking the account as XXXX ( XXXX ) days past-due. They then advanced the negative payment history by XXXX ( XXXX ) days until XX/XX/XXXX. I sent a billing error notice via e-mail to AMEX in early XX/XX/XXXX. The response I received stated the age of the alleged debt was too old for them to pursue and that a failure to pay would not affect my credit scores. AMEX then brought the account current in XX/XX/XXXX and but began reporting it as XXXX ( XXXX ) days past-due beginning XX/XX/XXXX. They have continued to advanced that reporting through present. The account allegedly reached a total of one-hundred XXXX ( XXXX ) days past-due in in XX/XX/XXXX, but is reported simply as a closed account with a past-due balance that increases at the end of every billing cycle, despite the account allegedly being charged-off on XXXX XX/XX/XXXX. AMEX provided a statement on or around XXXX XX/XX/XXXX claiming the errors in payment history were attributable to me having filed multiple billing errors and reiterated the account was charged-off in XXXX XXXX. AMEX responded to a complaint from XXXX on XXXX XX/XX/XXXX stating the account was not reported as having been charged-off because I was allegedly " enrolled in a payment relief program. '' I was not and am not enrolled in a payment relief program. If that were true, the payment history alleged, and furnished to the CRAs, by AMEX, would have caused me to be removed from the program after XXXX ( XXXX ) delinquent billing cycle. In fact, AMEX responded to a CFPB complaint on XXXX XX/XX/XXXX and acknowledged my issues with XXXX but within a few senetences denied any accomodations under a payment program. Moreover, on XXXX XX/XX/XXXX AMEX responded to another CFPB complaint stating " we are unable to locate a payment agreement from you. '' Overall AMEX has taken very little responsibility for the two ( 2 ) years of errors ultimately claiming in XXXX XX/XX/XXXX they " were not responsible for the way the CRAs were displaying the account information furnished. '' That is a tacit acknowledgement by AMEX that the information they are furnishing to the CRAs is false/misleading/inaccurate/incomplete under 15 U.S. Code 1681e, as interpreted by the Federal Court that has jurisdiction within my state of residence ( see : XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX ) . And, despite AMEX claims that they are not responsible, 15 USC 1681s-2 makes clear they are culpable in this matter because the preponderance of the evidence, composed of the statements on AMEX letterhead , the statements from the collections agent ( s ), and the payment history as displayed, would lead ANY REASONABLE PERSON to conclude the information furnished by AMEX is erroneous prima facie and is NOT being reported with maximum possible accuracy. XXXX allegedly deleted the account/tradeline in response to a CFPB complaint filed XXXX XX/XX/XXXX. However, XXXX and XXXX continue to close out their " investigations '' using the information furnished by AMEX at the end of each statement closing, claiming to the CFPB that their obligations under 15 U.S. Code 1681i ( 4 ) constitute " non-monetary relief. '' If that were the case the information reported would continue to be false/misleading/inaccurate. This is what I've experienced with AMEX over the past two ( 2 ) years as someone that had a platinum card until AMEX cancelled the account in XXXX after misapplying a payment. This is the hardship I have been subjected to by AMEX as a XXXX XXXX XXXX that has additionally spent the past XXXX ( XXXX ) years recovering from XXXX ( XXXX ) separate battles with XXXX and XXXX, both of which are also considered XXXX under the ADA.
Company Response:
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: As advertised a promotional offer of 0 % APR on balance transfers was originally offered but American Express declined with no explanation or recourse of action. This is deceptive banking and should not be tolerated! I also want this company to reverse the transaction as I requested on the phone! It was within the time frame that this transaction could have been cancelled!
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Today XX/XX/XXXX the financial business check my credit score without my permission and XXXX XXXX XXXX XXXX do the same two times without my permission and this was affecting my credit score
Company Response:
State: NY
Zip: 11758
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I signed up for an AmEx card under the Resy offer ( code POID K21X:8948 on the terms and conditions I printed at time of signup ) for XXXX points after the first {$6000.00} in purchases and 10x points on restaurants. I spent {$6000.00} in the first month and expected the benefit to post. When I checked, only XXXX points had posted and I got the normal allocation for restaurants. At that point, I reached out to customer support and explained the mixup. The agent said they would get it straightened out. Fast forward another month, and it still wasn't right so I reached out to follow up. That agent told me it had been reviewed and denied because I was given the " prevailing offer. '' I explained while that may be the current shelf rate that it wasn't what I had signed up for, and provided the documentation I had received. I asked how I would have known they applied the wrong offer before the statement and they said I would have seen it at signup. I explained I did have those confirmation screens and that they all showed the XXXX rate. The agent then put in another review ticket. This has since been denied again. I don't understand how a company as large as American Express can pull a bait and switch like this. The burden of proof shouldn't be on me as the consumer, and if it is, the documentation I've provided should be sufficient. I feel like this is false advertising and I would have paid them {$690.00} had I known they wouldn't honor their terms. I would have gone with the XXXX XXXX or XXXX XXXX instead, who had competitive offers at lower annual rates. This bait and switch unduly influenced me to pay more to AmEx and I think that's morally wrong.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
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: FL
Zip: 33012
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2023 I initiated a consumer credit transaction with AMERICAN EXPRESS, I applied and submitted an application for a new American Express Gold Card. After applying in good faith I was sent a letter stating that AMERICAN EXPRESS was unable to approve my application for me at the specified time on XX/XX/2023 due to information received from a third party agency. AMERICAN EXPRESS has utilized the information collected and have violated my right to an equal credit opportunity. AMERICAN EXPRESS is in fact discriminating against me by only utilizing that information collected and not giving me an Equal Credit Opportunity. AMERICAN EXPRESS received my collateral security and I received nothing in return by giving AMERICAN EXPRESS my application, this transaction was not equitable to me. I have called AMERICAN EXPRESS to rectify this situation and I was told over the phone by a representative that my right to an equal opportunity basically does not matter. I was also told misinformation because on the adverse letter it states that the consumer reporting agency played no part in the decision of denial but over the phone while speaking with a representative of American Express I was told that they only utilize the information from the third party agency. I have reserved my right to exercise my rights in the EQUAL CREDIT OPPORTUNITY ACT under the Consumer Credit Protection Act. ALL OF MY RIGHT TO AN EQUAL OPPORTUNITY HAVE BEEN VIOLATED. My right to safety against discriminatory violations have in fact been violated. This has affected my livelihood tremendously.
Company Response:
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Please be clear that I dispute this debt I am requested verification and validation of this alleged debt. I am also requesting investigation into this alleged debt. Account info listed on consumer report : XXXX
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A