Date Received: 2023-08-25
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Before the pandemic I used to own a business, however I owed a balance of {$35000.00} to American expenses and I was paying every month on time until the business collapsed because the pandemic The loan was in the name of the business but American expenses put the credit on my credit report with affected my credit score from excellent to fair I reached out to them few times to arrange some payment to pay off the balance and they refused that time and their excuse back then was they didnt have any options for me So because I lost my business I was not able to make anymore payment They sent the charges against my credit report instead of of the business that I lost because of the pandemic
Company Response:
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/2023 I was notified of unusual activity on my AMEX credit card ; a card in which I never have used. Someone was fraudulently putting {$520.00} into an Amex Send Account. I also noticed that the phone number associated with my account was changed the next day- to a number that I did not recognize ( I also reported this immediately ). I immediately reported the fraudulent activity the same day. They sent me a new card and couldnt provide anything further until the investigation was completed. I waited several weeks and was told a formal investigation was never officially opened although I alerted them of the activity from day one. So they finally opened up a formal investigation in XXXX XXXX XXXX after several complaints and calls with the company. By law, I can withhold payments to the account since all activity was fraud. I was being charged interest and late fees during this time period due to no fault of my own. On their billing statement, it clearly stated that I was not liable for payment for the {$520.00} in reference to fraud on my account, so I did not make a payment. In XXXX XXXX XXXX, I was notified by email that the charges of interest and the amount of {$520.00} that was fraud on my account had been refunded. I assumed that they also refunded the late payment fees, but they did not. I called them again in XX/XX/2023 and they are refusing to reverse the late payment charges associated with the fraudulent activity, although their terms state that I am not liable for any fraud associated on my account. Charging me late payment fees is holding me liable- and is a breech of terms of service. I would like American Express to solve this matter immediately and to own up to their own mistakes and terms of service.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX is hosting an AMEX account on my consumer report that is not mine. I requested Verification per 15 USC 1692g, But I have been ignored by the company. They will not send me verification of debt, I requested it from AMEX as well with no response. The response of it " account verified '' is not verification per 15 USC 1692g. XXXX and XXXX have deleted AMEX account due to defamation of character and due to AMEX being a fraudulent account. I understand under Congressional findings that ALL consumer reporting agencies must have accurate information per 15 USC 1681
Company Response:
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I bought an American Express gift card for {$500.00} on XX/XX/2023. When I tried to use it, it had XXXX balance. I called American Express, and I made the dispute sending them all the documents they asked for. I called several times but did not get any help. So today I called back. They had closed the dispute saying it had been resolved They said they refunded someone that called but would not say who. The card has never left my hand. No one else has it. I really need a refund or at least a card to replace this one.
Company Response:
State: AR
Zip: 718XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I have the Platium American Express card. On XX/XX/XXXX I contacted the company via chat to discuss closing the card as I did not feel it was worth its high annual fee. During that conversation I was offered to keep my card open in exchange for XXXX points if I spend {$4000.00} in three months from the office. From there I left the card open and continued to spend on that particular card to get to the {$4000.00}. I contacted Amex last week to touch base as I had not received the points but felt I met the threshold of XXXX XXXX spend, only to be advised that it was never applied to my account. I explained what happened and the reps are able to see the offer in their chat history. I have a screen shot of the offer for my records and offered to send that over as well. I was told because I did not say some magic word that they did not apply the retention offer to my account and that no current offer was available. I asked if they could use the offer from XX/XX/XXXX since obviously there was some sort of disconnect / error. I was told a case would be submitted to see if they were willing to fix it. Today I touched base and was advised that there is nothing they can do. I feel like this is a bait and switch possibly falling under UDAAP. I advised Amex of this to no avail. I was offered a retention bonus, stayed with Amex and continued to use my card based off of that offer. Now I am being told it was never applied to my account. This is not good business. I would like my offer applied to my account per our conversation on XXXX XXXX XXXX XXXX XXXX
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: Dispite repeated calls American Express continues to email me information for another user. Ive contacted them asking them to fix and stop emailing me for the other user but the emails continue. Im sure the user would file her own complaint if she knew I was getting details about her account.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Dear Sir/Madam, I hope this email finds you well. I am writing to express my deep concern and frustration regarding an ongoing issue I am facing with American Express, specifically concerning the transfer of points from my Membership Rewards ( XXXX XXXX account. The purpose of this email is to bring to your attention the challenges I have encountered and seek assistance in expediting a resolution to this matter. For the past week, I have been attempting to transfer points from my American Express XXXX XXXX to another loyalty program. However, despite following the designated process and fulfilling all necessary requirements, I have been met with significant roadblocks. Each time I try to initiate the transfer, I encounter error messages and obstacles that prevent the successful completion of the transaction. What adds to my frustration is the response I have received from American Express customer service representatives. After spending considerable time on the phone explaining the issue, I was informed that resolving this problem could take anywhere between XXXX to XXXX weeks. Such a delay is not only unreasonable but also places an undue burden on me as a customer. The inability to transfer my points in a timely manner significantly hampers my ability to utilize the benefits of my XXXX XXXX effectively. I am deeply disappointed by the lack of urgency and responsiveness from American Express in handling this matter. As a loyal customer who has diligently adhered to the terms of the XXXX XXXX, I believe I am entitled to a seamless experience and timely solutions when facing technical issues of this nature. I kindly request the Consumer Financial Protection Bureau to intervene and assist in expediting the resolution of this issue. It is my hope that your involvement will prompt American Express to prioritize the matter and provide a satisfactory resolution within a much shorter timeframe. I genuinely appreciate your attention to this matter and your commitment to ensuring fair and equitable treatment of consumers. I believe that your intervention will not only help resolve my personal situation but also contribute to enhancing customer satisfaction and maintaining the integrity of consumer-business relationships. Thank you for your time and assistance. I look forward to a swift resolution to this matter. Sincerely
Company Response:
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Hello! I'm experiencing issues when requesting a credit limit increase on my American Express Cash Magnet card, and I will detail the situation herein. I am a newcomer to the United States and as such, I do not possess US documentation ( ITIN/SSN ). On XX/XX/XXXX of this year, I applied for the American Express Cash Magnet card. While filling out the application, rather than providing an SSN/ITIN, I checked the option Amex provides stating " I don't have US documentation as I am a newcomer ''. I was then redirected to the XXXX XXXX, a partnering company that retrieves my credit score from my home country and relays it to American Express. On XX/XX/XXXX, after correctly filling out the application and submitting my score through the XXXX XXXX, I was approved for the credit card, and I accepted the offer on the same day. The card was initially approved with a credit limit of {$1000.00}, a figure that is modest by any measure. Since then, I have been using my credit card as usual, maintaining a monthly usage rate of around {$2000.00} or more. On the two occasions when I've had the opportunity to request a limit increase ( respecting the 3-month interval between requests ), both were denied. The first time, I requested an increase to {$2500.00} ; the second time, {$3000.00}. Even if approved, this would still be a modest limit for my usage, but I chose this amount based on recommendations from others. The point of contention is that on both occasions, I received an email detailing the reason for the declined limit increase, and both times it was because American Express could not retrieve my credit score from the credit bureaus. Now, I do not have an SSN/ITIN or any other US documentation , so naturally, they won't be able to retrieve my score. If American Express offers an option to accept newcomers without US documentation, they should also provide an option to resubmit the credit score via XXXX or use an internal credit score for limit increase requests. I believe the current system, as it stands, is disrespectful to XXXX residing in the US. It is fundamentally ill-suited and does not operate as intended. Furthermore, I have never been late on a payment and have always settled my balance in full, consistently demonstrating responsible card usage. I kindly request a reconsideration of my limit increase application and a systemic adjustment for future requests. As the system currently functions, all foreigners requesting an increase will be denied, given they lack an SSN/ITIN, despite the fact that American Express chooses to accommodate us, as demonstrated in the initial application. In addition to the aforementioned issue, given my recent move to the US, I am not fluent in English. Therefore, my preferred means of contacting American Express has been through chat. However, each time I attempt to communicate via chat, I am redirected to telephone support that offers assistance only in English or XXXX. There should be alternative support options, such as ticketing systems or email, where more detailed cases like mine can be thoroughly addressed. Such a communication avenue would allow me to converse via email, eliminating the need for me to resort to the CFPB for assistance. Sincerely, XXXX XXXX XXXX.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XXXX, I called to determine what happened to the opening bonus for the credit card I opened on XXXX. To my astonishment, there were several discoveries. I am writing to resolve this matter before further action must be taken. On XXXX, speaking with representative XXXX ( no other identifier provided ) and then supervisor XXXX ( NC employer number XXXX ). XXXX stated that the bonus was declined because I had a card expire/cancel two years prior, however at the time of application, I did not realize I had a card previously. Searching now, per the offer terms, it says that If you are not eligible for the welcome offer, intro APRs, and intro plan fees we will notify you prior to processing your application so you have the option to withdraw your application. however this NEVER happened. This lack of action by the part of American Express nullifies the declination that never occurred until after the application, and without any notification. I asked to speak with a supervisor ( XXXX stated above ) and it was one of the worst experiences with any customer service in my life ( which is why, should I not hear back from American Express, I will be sharing the conversation with the public so everyone can know how seriously you do or do not take both matters and customer service ). When speaking with supervisor XXXX ( again, North Carolina center employer number XXXX ), she was one of the rudest unprofessional people I had spoken with in a long time. She would CONSTANTLY refuse to answer, and CONSTANTLY interrupting. When I simply asked for a case to be opened, she would argue an analysis, which I did not ask for, nor was it warranted by someone who did zero research into the matter and attempted to bully her point across. Is this the type of person you promote to be supervisor? What was worse, she would state falsehood, outright lies hoping to dissuade me. She stated that in my application it said the bonus was declined. This is a lie and seeks to attempt fraud. Why would your people in any authority attempt to commit fraud? She needs to be re-educated or terminated. Either way, I was able to get the case XXXX created and have yet to hear a response. That supervisor who was willing to openly commit fraud refused to send me a copy of the case that was opened. Additionally, I asked for where I could mail a letter such as this, and was given the general address of the American Express building, not a department. To review : - Application was made XXXX - I did not know I had a card previously and your system did NOT notify me that the offer was ineligible - There was no mailed declination - There was no verbal declination- The paperwork states the bonus offer and to decline it, without any notification whatsoever, written or otherwise is fraudulent. - I clearly met ALL the conditions laid out in the application bonus. I had never heard back on the case that was opened on XXXX, sent the above info on XXXX and heard NO response.
Company Response:
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Got a new AMEX card with high rates. Wrote them a letter saying that 27.49 % plus XXXX percent penalty if not paid in full inside 30 days or if you miss a payment, etc., is not what I was hoping for, was the highest rate I ever heard of and let them know that I was hoping they were going to treat me better as a former gold card member. Suggested I would not recommend anyone accept that type of high rate plus a penalty high rate. Sounds like an impending disaster. Think it should be illegal or considered usury. *My last 15 year home mortgage had an APR under 4 percent, was paid off early and I haven't incurred any unpaid bills since? My credit is good or near XXXX. Imagine I got sick and put the hospital bill on a card like this? How could anyone recover at near 50 percent interest rate?
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A