Date Received: 2023-08-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am writing to submit a formal complaint regarding a persistent and unresolved billing issue with my AMERICAN EXPRESS accounts. For the past XXXX months, beginning in XXXX, I have been grappling with a recurring problem related to missing payments that were received but not properly credited to my XXXX accounts : the XXXX, XXXX XXXX, and XXXX cards. This matter has caused significant distress, financial harm, and damage to my consumer credit file, despite numerous attempts to rectify the situation directly with AMERICAN EXPRESS. Since the onset of this issue, I have engaged with AMERICAN EXPRESS representatives on multiple occasions, filed several disputes, and provided extensive documentation to support my claims. Throughout this period, I have received confirmation from multiple agents that the payments were indeed received, processed, and never reversed. Agents, such as XXXX on XX/XX/2023, and XXXX on XX/XX/2023, manually reviewed the accounts, confirmed the presence of payments, and acknowledged the existence of errors in applying these payments to the correct balances. Despite the assurances from these agents, the payments totaling {$51000.00} have not been appropriately credited to my accounts. I have faced adverse actions that have had a detrimental impact on my consumer credit report and reputation, including account cancellations, threats of collections, coercive practices to enforce payments, and unnecessary financial burdens imposed on me. I have provided comprehensive details and accounts of my interactions with AMERICAN EXPRESS agents, highlighting instances of misinformation, lack of due diligence, and inadequate resolution efforts. I have diligently sought to address these issues in good faith and have extended ample time for AMERICAN EXPRESS to rectify the errors and provide an equitable resolution. It is disheartening to note that the billing discrepancies and errors have not only persisted but have been met with inconsistent responses and actions from AMERICAN EXPRESS representatives. The lack of clarity, accountability, and proper resolution efforts on the part of AMERICAN EXPRESS have led to an erosion of trust in the company 's commitment to its valued customers. I am providing this formal complaint to the Consumer Financial Protection Bureau in the hope that an independent review of this matter will shed light on the extent of the issue and expedite a fair and just resolution. I kindly request the following : XXXX. A thorough investigation into the billing discrepancies and errors on my AMERICAN EXPRESS accounts, taking into consideration the evidence provided, recorded conversations, and statements from relevant agents. XXXX. XXXX correction of the account balances to accurately reflect the payments I have made, including adjustments for the {$51000.00} in missing payment credits. XXXX. Removal of any adverse actions or negative reporting on my consumer credit file resulting from this issue. XXXX. XXXX that AMERICAN EXPRESS will adhere to the principles of fairness, integrity, and good faith in addressing customer disputes and concerns, and that such matters will not be allowed to negatively impact customers ' credit or financial well-being. I urge the Consumer Financial Protection Bureau to review this complaint expeditiously, as the prolonged resolution process has already caused significant harm and distress. I am attaching supporting documentation to this complaint, including relevant communication records and details of my interactions with AMERICAN EXPRESS representatives. In summary, it is discernible from the details of my situation that AMERICAN EXPRESS has exhibited a deficiency in maintaining precise accounting, meticulous bookkeeping, and accurate ledger entries pertaining to my affiliations with their establishment. The prevailing accounting records present discrepancies and inaccuracies, deviating from the assurances conveyed by their representatives. Moreover, the account balances have yet to undergo requisite adjustments to align with the stipulated commitments and assurances made by AMERICAN EXPRESS agents regarding the recognition and allocation of payments made and received. Thank you for your attention to this matter. I trust that the Consumer Financial Protection Bureau will uphold its commitment to consumer protection and ensure a just resolution for the issues I have faced with AMERICAN EXPRESS. Be advised, I have still yet to receive any response to my latest challenge in regards to these circumstances and billing errors, previous correspondence has been attached to this complaint.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: American Express XXXX XXXX XXXX XXXX XXXX, CA XXXX Phone : REQUEST FOR REMOVAL AS AUTHORIZED USER OF CREDIT CARD A/C TITLE AMERICAN EXPRESS, ACCOUNT XXXX XXXX XXXX Dear sir, I hope this letter finds you well. I am writing to formally request the removal of my status as an authorized user of the Credit Card of Account XXXX. XXXX titled as AMERICAN EXPRESS. After careful consideration and review of my financial circumstances, I have decided that it is in my best interest to discontinue my status as an authorized user on the aforementioned Credit Card. I greatly appreciate the opportunity that AMERICAN EXPRESS has provided me, and I am grateful for the positive experiences I have had as an authorized user. I understand that there may be necessary administrative processes to complete in order to remove me as an authorized user. I kindly request your assistance in initiating these procedures to ensure a smooth transition. I am committed to ensuring that this transition is carried out in a seamless manner and would be more than willing to cooperate with any requirements from your end. I recognize that there may be a timeframe required for this request to be processed and implemented, and I appreciate your understanding in this matter. Please see attached complaint.
Company Response:
State: FL
Zip: 34471
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Recently I filled a complaint with CFPB against AMERICAN express COMPLAINT XXXX SUBMITTED XXXXXXXX American express replied to the complaint, however it seems like that they did not read my latter since their response does not address my complaint at all!!!!!!!! I will repeat my complaint ; XXXX reported 2 late payments for XX/XX/XXXX and XX/XX/, however I have attached proof that i did not receive any bill from Amex since i moved to a different apartment back in XX/XX/ and Amex bill is still addressed to my old address
Company Response:
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
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: I hope this letter finds you well. I am writing to formally file a complaint against American Express for discrepancies and mismanagement of my credit card balance. Non-updated Credit Card Balance after a {$1300.00} Dispute : Sometime in XXXX XXXX XXXX, I disputed a transaction amounting to {$1300.00} on my American Express credit card. Despite the dispute process, my credit card balance was not updated or adjusted accordingly. This has caused undue stress and confusion, as my credit statement does not accurately reflect my true outstanding balance. Erroneous Addition of {$1000.00} to Credit Card Balance after Dispute Rejection : I disputed another transaction with American Express, and when the resolution was rejected, they added an additional {$1000.00} to my credit card balance. This is perplexing since, to my observation, no initial credit was ever applied to my account during the dispute process. When I inquired about this discrepancy, I was informed by American Express that they had credited the amount initially, though I have closely monitored my account and can affirm that no such credit was made. These instances not only show negligence on the part of American Express in maintaining accurate records but also pose a significant inconvenience and financial strain on me. I have made multiple attempts to rectify these issues directly with American Express, but have been met with either inconclusive explanations or lackluster attempts at resolution. During the second dispute process, I was wary of American Express 's handling based on my prior experience. As a precaution, I took a photo of my account balance before and after the dispute to have tangible evidence of any changesor lack thereof. Upon resolution of the dispute, I observed that my credit balance remained unchanged, contrary to the expected adjustment. When I contacted their customer support for clarity, they claimed that they had already credited the disputed amount to my account. However, the photos I took serve as proof that no such credit was made, thus highlighting a discrepancy in their claim. In light of the above, I kindly request the intervention of the CFPB to investigate these discrepancies and ensure that my credit card balance with American Express is accurate and just. I am more than willing to provide any additional documentation or evidence to support my claims, and I earnestly hope for a prompt and favorable resolution.
Company Response:
State: CA
Zip: 92019
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My name is XXXX XXXX, I open an American express high yield savings account because they have good interest rate so I transfered my funds from XXXX XXXX XXXX to them. Then I was doing backyard remodel and wanted to pay landacaping company in cash as they gave me good discount to pay in cash. So I tried to withdrew money from American express but they had a max of XXXX daily and I needed XXXX so I initiated a transfer from American express to XXXXXXXX XXXX XXXX as XXXX XXXX XXXX have no daily limit, and I got surprised that American express froze my savings account and then when I called to ask why they told me that my account got closed, and that the " back office '' is handling my account now for security and fraud and that all my funds got frozen in savings account. Then I asked to speak to supervisor then they transfered me to someone who didn't want to give me any info on why my account got closed, I asked ok close the account but what about my funds? He said have XXXX XXXX XXXX recall it, I said but the money at Amex, he said XXXX can recall it. So I called XXXX and they said they can't recall it and that Amex should transfer money to them. I called Amex again and every time they make me feel I'm doing illegal activity with their tone of voice, for what reason? What did I do? I just withdrew money from my account for home remodel project. Whats fraud in that? I can't access my funds in savings and no one able to help me. Please help me get access to my savings account. I just need my money, they can transfer to my checking account or send me a check or send it to XXXX, or anyone from their side can call me to explain why they froze the account for what reason : ( ( ( ( ( (
Company Response:
State: AZ
Zip: 85023
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have applied for scra benifits with the key provision of the state of Ohio which extends scra benifits to debt acquired during XXXX XXXX service. This caps all interest to 6 % and all over paid interest and fee shall be refunded retroactively. I was told that because my account was opened after enlisting that I do not qualify for scra. But with my home of record being ohio I qualify for the key provisions of scra for the state of Ohio.
Company Response:
State: FL
Zip: 32068
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I contacted AMEX and provided a copy of my orders and request SCRA benefits be applied to my XXXX AMEX account with a note notifying them I am located in a KP state. AMEX continued to charge interest and did not refund the interest amount and did not recognize me being in a KP state.
Company Response:
State: OH
Zip: 45431
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Identity theft protection or other monitoring services
Subissue: Problem with product or service terms changing
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 states, " There is a need to ensure that consumer reporting agencies exercise their responsibilities with fairness, impartiality, and a respect for the consumer 's right to privacy. '' XXXX, XXXX, and XXXX are Consumer reporting agencies, and I am the Consumer. I have the right to make sure my private information isn't shared, as noted in 15 USC 6801, which states, " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers ' nonpublic personal information. '' American Express is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states, " In general, Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : following the written instructions of the consumer to whom it relates. '' American Express, the financial institution, and the Consumer reporting agencies XXXX, XXXX, and XXXX do not have my consent to furnish this information, and they do not have my written permission. All acquiescence to XXXX, XXXX, and XXXX, American Express, whether verbal, non-verbal, written, implied, or otherwise, is revoked. 15 USC 6802 ( b ) ( c ) declares that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is elucidated how the consumer can exercise that nondisclosure option. '' They never informed me of my right to exercise my nondisclosure option. Not only that, 15 USC 1681C ( a ) ( 5 ) discloses, '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is a negative item they are reporting again without my permission, which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A reveals, " A person shall not furnish any information relating to a consumer to any Consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states, '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. '' XXXX and XXXX are not maintaining reasonable procedures. Furthermore, 12 CFR 1016.7 states, " A consumer may exercise the right to opt out at any time. '' I am opting out of reporting services. ''
Company Response:
State: GA
Zip: 30815
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My name is XXXX XXXX XXXX and I have a credit card with American Express. Last year of XX/XX/XXXX there was a check # XXXX in the amount of {$3000.00} was mailed to American Express. This check was mailed out on or around XX/XX/XXXX and after 30 days of no activiity it was believed that this check may have been lost in the mail. Check # XXXX that was written on my behalf by XXXX XXXX XXXX XXXX and sent to American Express now had a " stop payment '' placed on it. A new check was created by XXXX XXXX XXXX XXXX in the amount of " {$3000.00} '' and mailed to American Express. The number on this check was # XXXX and it is dated XX/XX/XXXX. The check was " cashed '' on XX/XX/XXXX and my American Express account recieved the credit of {$3000.00}. I have obtained a photostatic copy of the cleared check # XXXX. It is worth mentioning that my XX/XX/XXXX statement from American Express now shows that I have a balance of {$82.00}. The month of XXXX would reflect that everything is fine and that there were no problems. However, in early XX/XX/XXXX it would appear that someone at American Express had found the lost check # XXXX and attempted to cash check # XXXX. When this failed on XX/XX/XXXX AmEx had erronesously REVERSED the credit to my account from XX/XX/XXXX. Now my account is showing a balance of {$3300.00}. Over the past 11 months I have made several phone calls and I have explained this situation many times. I have provided proof in the of a copy of the cleared check # XXXX in the amount of {$3000.00} and I have enlisted the help of XXXX XXXX XXXX XXXX employee XXXX XXXX. None of this has help and not I am requesting your help with this matter as well. Thank you for your time. XXXX XXXX, XXXX.
Company Response:
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2023 im trying to add my American Express Serve account to my XXXX payment method but its not wanting to work
Company Response:
State: OK
Zip: 73135
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A