Date Received: 2023-08-18
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I called American Express last week ( XX/XX/XXXX ) to request a credit limit increase, and asked if my interest rate could be lowered. The agent on the phone told me to give him a couple of days. This past Wednesday ( XX/XX/XXXX ) I went to book a flight with American Express Travel, the agent got it set up, and then we hung up. Hours later I get this email, and American Express tried to call me ( but I was driving and did not answer ) to let me know that my card was declined. I pulled over and called them back, and kept being tossed around the world. I was on hold for over 20 minutes. Someone finally picked up the phone and told me my card was suspended for three days while they do a credit check. The agent also said, " we sent you an email. '' I get 100 emails a day between personal and work! Why not pick up the phone! At the time I was making the reservation the travel agent did not try to charge my card while I was on the phone, and did not inform me that my card was suspended for three days. This really interfered and impacted my life, because I have a mobility impairment. I was trying to get the best seat so that my XXXX could be secured, and I was going to be safe. I have been a loyal customer for 15 years, and they go and do this to me? These companies do not need to send the work to other countries, because they do not understand some Americans accents, and some do not understand the meaning of customer service.
Company Response:
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: American Express bank ( Amex ) is violating consumer rights. Below are the facts of my complaint. 1. I opened an Amex CD certificate of deposit on XX/XX/XXXX for a term of 12 months only. Account number ending in XXXX. 2. As of XX/XX/XXXX I have {$71.00} worth of accrued interest. 3. Upon inquiring for early withdrawal and closure of CD as of XX/XX/XXXX I was told by customer service and their manager that I would have to pay a penalty of {$300.00} on XX/XX/XXXX this is illegal since I have only accrued {$71.00} in interest! Only the interest accrued should qualify for the penalty and NOT the principal amount. 4. AmEx makes it impossible to close out this account online or to even change the maturity instructions to close out the CD upon maturity. It seems the CD automatically renews even though I have asked their customer service multiple times over phone that I do not wish for the CD to automatically renew but noone helped me to change the CD maturity instructions. 5. Amexs CD disclosures are misleading and DO NOT mention it clearly that the consumer would have to pay future interest NOT YET earned as a penalty for closures. Can the CFPB assist in correcting this extremely dubious banks deceptive and illegal practices? And I hope that through my actions other consumers are not subjected to the same level of harassment.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I have been in contact with AMEX since XX/XX/XXXX because of concerns paying my account. I was told to contact them after XX/XX/XXXX to arrange a payment plan. I was not offered a lower payment or interest rate, and when they asked for a payment up front I had just paid my bill 3 days prior, so they told me to wait until XX/XX/XXXX to call back and setup the plan before my next payment. I contacted them today and said I was told to ask for the lower interest rate that the previous person told me about. They told me it was not available. My other creditors have put me on liquidations plans of XXXX months with no interest. I am experiencing a financial hardship and I'm in crisis and need to make arrangements for this account.
Company Response:
State: NY
Zip: 14609
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This is my complaint about AMEX. I accept that my data is being abused and detailed as wrong. In my credit report from XX/XX/2023, I discovered some slanderous things that I didn't know about. I found late installments which never occurred and account with mistaken data, like installment history, status, balances, and date of last action. As per 15 U.S.C. Area 602 and 15 U.S.C. Segment 604 A Part 2, I have the right to protection and a buyer revealing office can't outfit a record without my composed directions
Company Response:
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX I received my credit report to see items being reported in correct. It show the wrong date of being delinquent and a past due amount on a charged off account.
Company Response:
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I recently pulled my credit report and saw that i have a Collection account with the company AMEX and unauthorized inquiries listed on my credit report. The first thing i did was immediately filed a Police Report since i had been a victim of Identity Theft and someone used my name to open a fraudulent account. When i contacted the company XXXX, XXXX XXXX XXXX XX/XX/2023, The representative was extremely loud, rude, condescending and disrespectful. I am shocked that AMEX would have a person like this work at their company. I have endured a lot of stress, pain and suffering after speaking with the rep who refused to give me her name. I filed a Complaint with FTC and will also file a complaint with XXXX against AMEX.
Company Response:
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My existing debt is {$2700.00} and not {$6900.00} reported on my XXXX report. This is not the accurate information about my debt as a result of which I am having trouble being eligible to get American Express personal loan. Please help to rectify the information.
Company Response:
State: NJ
Zip: 073XX
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I noticed an account on my credit report from AMEX with account number XXXX. I do not recognize this account. It was fraudulently opened due to identity theft. I promptly disputed this account with the credit bureaus, emphasizing the serious nature of my claim. Despite my dispute, the account remains on my credit report. The credit bureaus responded, indicating that the furnisher, AMEX, confirmed its accuracy. I sent a second letter ON XX/XX/23, for reinvestigation & validation. The credit bureaus response on XX/XX/23, indicated that the furnisher confirmed its accuracy. AMEX response dated XX/XX/23, stated their inability to provide the original application bearing my signature, which is a crucial piece of evidence in verifying the account 's legitimacy. Given the gravity of my claim and the lack of concrete evidence from American Express, I believe there are substantial grounds for the removal of this account from my credit report. However, the credit bureaus have not adequately addressed my concerns, even though the period for reinvestigation has passed. This situation has caused significant distress, exacerbating my existing mental health challenges, and jeopardizing my financial future. I have been proactive in addressing this issue, but the responses from both the credit bureaus and American Express have been insufficient and unsatisfactory. I am seeking the CFPB 's assistance in resolving this matter, ensuring the removal of the fraudulent account from my credit report, and holding the responsible parties accountable.
Company Response:
State: NY
Zip: 10705
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Called my father to try to contact me about debt. Called me to put me on a payment plan to pay off the debt
Company Response:
State: WV
Zip: 257XX
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to lodge a formal complaint against American Express Company for their consistent and egregious violation of my consumer protection rights. Their disconcerting pattern of presenting resolutions and subsequently failing to enforce them has severely undermined my confidence in their ethical conduct and commitment to regulatory compliance. Issue at Hand Account Details : Principal Name on the Account : XXXX XXXX Severe Impact on Credit Profile : The gravity of the situation can not be overstated. American Express 's repeated negligence and disregard for my consumer protection rights have directly contributed to a precipitous decline in my credit profile. What was once a stable credit score of XXXX has plummeted below XXXX due to their actions. This adverse impact compromises my financial standing and casts doubt on American Express 's commitment to consumer rights and regulatory adherence. Pattern of Broken Promises and Credit Consequences : Throughout this ordeal, American Express 's pattern of proposing resolutions, only to renege on their commitments, has inflicted irreparable harm. This sequence of events has not only revealed negligence but has also underscored the severity of their inability to fulfill their obligations, resulting in the compromised state of my credit profile. Possible Violations Potential Violation of Fair Credit Reporting Act ( FCRA ) : The sustained presence of erroneous and detrimental data on my credit profile, despite their proposed resolutions, could constitute a violation of FCRA Section 623 ( a ) ( 8 ), which mandates the prompt correction or removal of inaccurate information from consumer reports. Potential Violation of Consumer Financial Protection Act ( CFPA ) : The persistent pattern of proposing resolutions without subsequent enforcement, combined with negligence in upholding cease and desist orders, might constitute a violation of CFPA Section 1036, which prohibits practices that are deceptive, unfair, or abusive.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A