Date Received: 2023-08-09
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 had an XXXX charge from XXXX for {$4500.00} to stay somewhere during the month of XXXX. At the end of XXXX, travel restrictions were imposed regarding my XXXX XXXX, as I am XXXX and am in the XXXX on XXXX XXXX. Due to the restrictions, I had to change plans and leave the XXXX for the last XXXX weeks of XXXX. I was prohibited from staying in the XXXX until I completed an additional accrual process for my visa. Under XXXX 's extenuating circumstances policy, my situation is eligible for a refund. As XXXX would not respond to my attempts to ask them for this refund, I initiated a dispute with Amex for the amount of {$2100.00} Amex originally approved my dispute for the amount of {$1000.00} on XX/XX/XXXX. However, I then accidentally re-opened the claim so that the full amount of {$2100.00} could be disputed. On XX/XX/XXXX, Amex closed the claim without resolving. This is particularly troublesome as Amex had previously approved the claim, and then they closed it after I reopened it for the correct amount. Currently, I have forfeited the {$4500.00}. I am requested that Amex resolve the dispute so that I can recover {$2100.00}. Thank you
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: American Express errantly billed me XXXX times for charges I never made. I contacted them by phone in mid XX/XX/2023 to find out what the charges were for. They told me that they did not have access to this information, so I would need to contact XXXX to find out. After contacting XXXX and learning they had no record of any charges whatsoever on these dates, I informed AmEx that XXXX had reviewed the disputed charges and confirmed verbally and in writing that there was no record of any goods having been purchased or any other transactions related to these charges and that my bank account associated with the card had likely been defrauded. I also told them that the XXXX representative with whom I spoke told me that all these charges had originated from AmEx XXXX and that someone there now had our bank account number and routing number. He advised us to take precautions to avoid further likely fraudulent withdrawals from this bank account. We did so immediately. The AmEx representative with whom I spoke that day assured me that AmEx XXXX XXXX would investigate and void the charges. They did so for XXXX of the XXXX charges. However, they have continued without explanation to demand payment for XXXX of these charges, ironically, the largest amount. Since my initial complaint to AmEx, I have had numerous phone calls and e-chat interactions with their representatives. Initially, I thought progress was being made toward a resolution when several representatives at different times reinstated my card that had been frozen and apologized to me. AmEx even issued me a new card with a new number because they said that my original card had been fraudulently compromised. XXXX representative said he could see the record of what had transpired and told me that the large charge would be removed, noting that sometimes these things take several months. Despite several favorable conversations and e-chats, however, the large charge has never been credited to my account. Despite my multiple efforts to convince them that the charge for which they are demanding payment is fraudulent or their error, they are continuing to place dunning phone calls to me multiple times each day, as well as leaving me voicemails, texts and emails. As of today, they are XXXX to cancel the card by XX/XX/2023 and turn this matter over to a collection agency if I do not immediately make arrangements to pay them. This inappropriate and unwarranted action on their part would damage my credit rating and subject me to further dunning. They are demanding payment of {$470.00} including accrued interest charges. Needless to say, I don't wish my XXXX XXXX to be adversely affected by this action or to continue experiencing frequent XXXX However, I am unwilling to pay them for a charge that I never made. I have repeatedly asked them verbally and in writing to communicate with me only via email regarding this matter, since I am often out of the country without access to mail, phone messages or texts. However, they have not done so. Several of their representatives have verified that I have made this request upon review of the records. They have assured me that American Express would honor this request. Unfortunately, AmEx has not done so, further amplifying my distress. For the record, I have restated verbally and in writing many times that I did not make this charge. In fact, I have not used the card even once this past year since it is an XXXX XXXX XXXX and I have retired. I owe Amex nothinga fact confirmed verbally & in writing both by both XXXX and XXXX Bank, the institution from which the money was fraudulently or erroneously withdrawn. Below I am including : a copy of a letter I sent to American Express detailing my complaint, a letter from my bank stating that they investigated my complaint and found that the American Express charges were errant, and an email from XXXX documenting my phone call with them about these charges and their statement that they have no record of my making them. In addition, American Express has in its possession audio recordings of my repeated and extensive phone conversations with multiple representatives on a number of different days. They also have transcripts of several extensive e-chats on multiple different days as well. These materials are not available to me at this time, but will further validate my complaint, their refusal to honor my requests that they stop dunning me, the extensive amount of time that interacting with them has required from me, and the distressing processes to which they have subjected me to without resolving my simple and empathetic claim ( confirmed by XXXX and my bank ) that I never made any charges this year including the one for which they keep billing me.
Company Response:
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Subject : Complaint Regarding American Express 's Failure to Refund Annual Fee. Business account referencing XXXX. Dear Sir/Madam, I am writing to file a formal complaint against American Express regarding their failure to refund the annual fee for my credit card account. Despite multiple attempts and assurances from their customer service representatives, I have not received the promised refund even after the specified time frames have passed, which has exceeded 90 days. The balance owed is {$700.00}. On XX/XX/XXXX, I received communication from American Express stating that the annual fee on my credit card account would be automatically refunded. However, after the fee was not refunded as indicated, I reached out to their customer service department. In subsequent conversations, I was informed that the refund process might take up to 90 days to be completed. I patiently waited for this period to elapse before contacting them again. On XX/XX/XXXX, after the 90-day waiting period had concluded, I contacted American Express XXXX XXXX about the status of my refund. To my surprise, I was informed that there was no balance on my account that necessitated a refund. This was puzzling as I had clearly been charged the annual fee, and I had received prior communication confirming the refund process. My online account also shows I have a negative balance. In an effort to resolve this matter, I contacted American Express 's customer service once more on XXXX. During this conversation, I was informed that the refund would be transferred to another account of mine within 1-2 business days. However, as of the current date, XX/XX/10, the refund has not been credited to my account as promised. This ongoing lack of resolution is causing significant frustration and inconvenience. I rely on accurate financial transactions for managing my budget and making informed decisions. The inconsistent and contradictory information provided by American Express 's representatives has eroded my confidence in their commitment to customer satisfaction. It is my belief they are negligently withholding my funds. I kindly request your assistance in resolving this matter promptly. I believe that as a consumer, I deserve transparency, accurate information, and timely resolution from financial institutions. I would appreciate your intervention in ensuring that American Express honors their commitment and processes the refund as promised. Thank you for your attention to this complaint. I trust that you will investigate this situation thoroughly and help facilitate a resolution. I eagerly await your response and a satisfactory resolution to this issue.
Company Response:
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: In the attached document is the certified letter sent to SERVE American Express per the address given in the " closed my account '' email I received on XX/XX/XXXX ( also in the attached document ). This letter was sent on XX/XX/XXXX and signed for on XXXX XXXX XXXXXXXX is the tracking number from USPS ) The information provided will describe that Serve has closed my account for what a merchant said was fraudulent activity. This is totally inaccurate and I have been unable to have access to my {$2500.00} that they have been holding since XX/XX/XXXX. About my 4th follow-up with SERVE, I again followed up at XXXX, on XX/XX/XXXX, at XXXXXXXX XXXX since I had not heard anything from the company since they received my letter. I was on the phone for 45 minutes and spoke with XXXX and then a supervisor named XXXX. Both of them entered an email to be sent to the review team. XXXX let me know someone would be getting back with me on the XXXX or XXXX of XXXX. XXXX specifically entered the details that are attached. He could not see details nor see that a certified letter was entered into my record. There is still no response from SERVE on the XXXX so I phoned again, the XXXX number and immediately asked for a supervisor. XXXX, said there is nothing she can do accept wait. I can no longer wait for the {$2500.00} that is mine that I have no access to get or see. Thankfully, XXXX ( mentioned in the attached ) was able to confirm there is still {$2500.00} in the account, although that was over a week ago. I would be most appreciative for some help with this matter. Thank you.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX Account # XXXX, has violate my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions
Company Response:
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have an American Express Cash Preferred credit card, XXXX XXXX XXXX. On XX/XX/XXXX, I received {$7.00} in rewards from purchases that I made with this card in XXXX. I have {$6.00} in rewards due to me from purchases that I made over a month ago, on XX/XX/XXXX, but the rewards still haven't been posted to my account. When will I receive them? Why do I have to wait over a month???
Company Response:
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: was charged a late fee for payment due on XX/XX/2023 which lands on a Sunday. I promptly paid my balance on XX/XX/2023 on Monday. i reached out by chat to American express and they said they would not reverse the XXXX late fee. but i think its unfair practice to charge late fee on a Sunday. a day that is considered religious for some people.
Company Response:
State: NY
Zip: 11717
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am familiar with The Card Act of 2009, in particular, Paragraph 164. " Prompt and fair crediting of payments, Section ( b ) APPLICATION OF PAYMENTS, '' which states that any amounts above the minimum payment must first be applied to the card balance bearing the highest rate of interest. American Express is attempting to circumvent this law by using the expression " Plan Fee '' rather than Interest Charges or Finance Charges so they can apply payment amounts above the minimum due towards balances with lower fees rather than the highest fee. Representatives at AMEX stated that " it's not interest, it's a plan fee, so the Card Act does not apply. '' Their disclosure, however, refers to a " Plan Fee '' as a " Fixed Finance Charge '' as found on page 1 of 4 of " Cardmember Agreement, Part 1 of 2, '' and the " Plan Fee '' calculation method ties it to the APR for the account. Presently I have six balances that have " Planned '' repayment schedules which carry a zero interest rate, and two plans that carry interest rates of more that 25 %. Today I tried to pay off one of these high interest rate plans early, and I was told my payment would first be applied to the plan balance with the lowest plan fee ( interest rate ) first. This is in direct violation of spirit and language of the Card Act of 2009. I have a credit card with American Express that has a set credit limit and it is revolving. There are balances which I am not paying and full, and as such I must pay extra money to AMEX above and beyond the principal amount that I charged on my card. That amount of money is based upon the APR set on my account. Whether AMEX chooses to call it " interest charges, '' " finance charges, " plan fees, '' or simply " widgets '' -- the NAME should be set aside and the character of and reason I am paying more money every month above the principal balance should be considered to conclude that the relationship is subject to the Card Act of 2009, binding the card issuer to apply payments according to the law : balances with higher interest rates first.
Company Response:
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I have made at least 3 attempts to get a copy of all of my monthly statements with American Express. After hours and hours trying to navigate the phone maze, when I do get a live person, ( who is always from a far away land and is very hard to understand ) they are rude and unhelpful. The most recent XXXX man told me he would at least send my final billing statement. I could tell he was insincere and I was right. Its been one month and nothing from Amex. My request is to get a paper copy ( or even digital ) of each of my monthly bill as for my time as an American Express customer, and then as a Platinum Amex card holder so that I May remedy my past with them.
Company Response:
State: KS
Zip: 67213
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: These accounts and inquiries are not mine they was made without my permission, or consent, inquiries, AMERICAN EXPRESS Inquiry : XX/XX/2023, XXXX XXXX : XX/XX/2023, XXXX XXXX Reported : XX/XX/2023, XXXXXXXX XXXX XXXX Reported XX/XX/2023, XXXXXXXX XXXX XXXX Reported : XX/XX/2023. All the above accounts and inquiry is and are fraudulent and according to The Court FCRA these accounts violated my rights in many ways these accounts is pass the statutory limit what the law required under statute 15 USC 1681 B, 15 USC 1681u 1681 section 602 Alpha which states I have a right to privacy, 15 USC 1681 604 Alpha Section 2 which states a consumer reporting agency can not furnish a account without my written instructions or consent, 15 USC 1666 Bravo which states a creditor may not treat a payment on a consumer credit card plan as a late payment for any reason the inquieres must be removed immediately thank you.
Company Response:
State: MN
Zip: 55330
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A