Date Received: 2023-08-07
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I file this complain against American Express : ( 1 ) The highest interest rate ( 29.99/ % ) ( 2 ) The highest fee charge ( {$39.00} ) ( 3 ) Bad business practice behavior ( email, online payment, chat, issue handle, etc. )
Company Response:
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The following companies are not following the FCRA laws and rules regarding reporting late payments. XXXX XXXX XXXX XXXX XXXX XXXX American ExpressXXXX XXXX XXXX Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. ( b ) Opt out ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
Company Response:
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: There are two American Express business cards, a blue card, and a platinum card, that were fraudulently opened in my name. I have been attempting to work with American Express to resolve the issues with identity theft/fraud since around or about XXXX XXXX. I'm quite certain that the business cards were fraudulently opened by my former employer. I have filed a police report memorializing that I am the victim of identity theft. I have also sent several written communications and have spent a minimum of 50 hours on the phone with Amex representatives to report and provide details of the fraud. During this time notes taken by the members of the fraud team have been incomplete, and inaccurate or don't exist making it impossible for the operations team to perform a proper investigation. I have also received many hostile calls from the Amex collections team attempting to collect on the fraudulent accounts. The collection department is not aware that the accounts are under fraud investigation. On XX/XX/XXXX, Amex canceled my personal gold card, which I had since XXXX, due to " having another Amex account that was not maintained in accordance with the terms of the Cardmember agreement ''. When I called Amex to discuss why my gold card is being canceled it was " due to not making payments on the two fraudulent cards ''. I was told by a representative on XX/XX/XXXX, that the collections department, that processed the cancellation of my gold card was not aware of the fraud. I am not making progress on the fraud investigation. Amex 's behavior has been unprofessional and negligent. I feel like I am being harassed and abused when I did nothing wrong. I feel that Amex has violated the Fair Debt Collection Practices Act ( FDCPA )
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
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 am addressing a concern regarding the reporting of a charge off on my credit report. Your company has labeled a debt as a charge off, which signifies that it has been discharged and you have taken a tax write-off for it. However, I have noticed that this charge off is inaccurately reported as owed on my consumer report. This discrepancy exists despite the fact that your company classified it as uncollectible debt and wrote it off.
Company Response:
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had called AmEx over 5 times regarding the funds issued from my closed account. They keep telling me the check has been sent out on XX/XX/XXXX. I was guaranteed the check should be in my hand by XX/XX/XXXX. I have informed delivery I have not seen the check sent out as of yet. I am behind on my rent because of the delay of this check, they keep telling me the check is in the mail. I requested to speak to a supervisor I was told no supervisors are available and someone will get in touch with me. No one has gotten in touch with me. I would like my check sent expedited 2 day mail to me as I am facing eviction now and have a court date XX/XX/XXXX because I can not get my own money out of this bank.
Company Response:
State: IL
Zip: 60056
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Ive been a customer from American Express since XXXX. I applied for a business credit card back in XX/XX/XXXX. I was able to use my card for the first two days after that all purchases started to decline. I called American Express multiple times my employee call American Express multiple times, in which we were told the account was fixed, however purchases were still declining. I was a little aggravated so I decided to ask for a supervisor the supervisor explain to me that there was a concern with my identity, which I totally understood. He gave me a website in which I had to do, an online notarization for my identity a couple of hours later I received an email stating to print out this attached paper and to go into a financial institution to get the paper notarized in person. I did it send it and was advise that it was gon na take about 3 to 5 business days to verify the legitimacy of the paper, its been almost 2 weeks now when I call instead of telling me 3 to 5 business days theyre telling me they dont have a timeframe to verify my paperwork. I requested to speak with a supervisor multiple times and their answer is theres not a supervisor available at the moment. That supervisor is going to call me back, nobody called me back nobody fix the problem with my account. Ive had a lot of patience and Ive provided all documents that American Express has requested from me. I open this account because I want my business expenses away from my personal expenses. I expect that if I am approved for a credit card, Im going to be able to use it, the customer service, the way agents treat me have been horrible. I want to remark XXXX with user ID. She was horrible disrespectful and very unpolite with the amount of money that American Express charges for fees, annual charges, and every type of charge I expect to be treated with respect and courtesy every time that I call. I ask the CFPB to act in my behalf and ask American Express to please lift the restriction of my account as is in violation of my rights. Thank you. attached, please find documents submitted to American Express verifying my identity.
Company Response:
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: In XX/XX/2023, when logging into my American express account online, I received a popped up invitation to apply for Amex XXXX XXXX that has a sign up bonus offer of XXXX points after XXXX spending in 6 months. I applied and got approved on XX/XX/2023. I was charged annual fee of {$690.00}. After the approval, on XX/XX/2023, I called American express customer service to confirm the term and condition of the sign up bonus, and the service presentative reassured me the offer is valid. I decided to keep the card and try to meet the spending requirement for the sign up bonus. After meeting the spending requirement of {$6000.00} on the card on XX/XX/2023, I called Amex again and was told I met the condition and the points can be credited anytime. I called Amex again on XX/XX/2023 when no points showed up, and was told again that I met the condition, and points will be posted in XXXX. On XX/XX/XXXX, I called Amex and the representative agreed that I should be credited and filed a case with # XXXX. I received a paper letter later saying they already credit me, which is not correct. On XX/XX/XXXX, I called Amex and the representative agreed again that the first letter is incorrect and I have not been credited. She helped to open a second case. I later received a paper letter saying I haven't met the spending requirement. On XX/XX/XXXX, I called Amex and the representative now says I do not qualify for the sign up bonus since I had another XXXX XXXX. I asked to cancel the card and get full refund of the annual fee. The representative refused to refund me the annual fee saying it has been more than 30 days. So in summary, I was tricked into applying for a XXXX XXXX and paid {$690.00} annual fee. I was misled by American express after calls and paper letter telling me I qualified for the sign up bonus. I never received the promised XXXX points. I am demanding American Express to either fulfill the condition and credit me XXXX points.
Company Response:
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I opened an American express Delta Sky miles credit card in XX/XX/XXXX with a promotional offer of XXXX bonus miles. When I applied I did not receive any pop up message that said I would not qualify. I applied and received the card, I then proceeded to follow the rules in order to obtain the bonus miles. I charged over XXXX XXXXXXXX within the first 60 days, actually it was probably less than that. I called AMEX in XXXX asking when I would receive my bonus miles, I was advised by XXXX on XXXX @ XXXX that I didnt qualify and I would not be getting the points. She opened up a dispute case for # XXXX. I called XX/XX/XXXX and spoke to XXXX who told me that I DID qualify and that I should be seeing the points at the latest XXXX. I called in on XX/XX/XXXX and spoke to XXXX who looked at the dispute case and advised me that it was closed and it just stated that I didnt qualify. So he opened a new case for # XXXX and advised me to call back in 3 weeks for a status. I called XX/XX/XXXX and talked to XXXX who said there was no decision yet and would have a 2nd level manager call me back. Well that never happened so I had to call in yet again on XX/XX/XXXX and talked to XXXX. He looked into the complaint case and told me that the case was closed as I didnt qualify. NOT during any call as ANYONE been able to tell me EXACTLY why I didnt qualify for the bonus points. I requested a Supervisor so he transferred me to a XXXX. This guy spoke like he was reading from a manual and could care less about my concerns. You could tell he didnt care at all. Again he could not tell me why I didnt qualify! My husband and I have been customer with AMEX for over 25 years. I think its false advertisement how amex offered the bonus points and now say I dont get them but cant tell me why. I see XXXX XXXX XXXXXXXX just had a very large fine from the CFBP for doing this some thing! If you would like to speak with me I can be reached at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-08-07
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 Platinum card. It's pricey, but I've been saving up for some international travel now that I'm retired ( I'm XXXX XXXX XXXX ). A few weeks ago, the XXXX site advertised on its main page an offer to receive a 20 % premium when transfering points to the XXXX program. I checked how many points Id need to book the award I wanted on XXXX XXXX, saw the flights had seats, and transferred the XXXX points from Amex to XXXX. I then signed on to the XXXX site - and got a website page saying that XXXX no longer existed, that its been absorbed by XXXX XXXX Executive club So I tried to book the trip ( XXXX roundtrip XXXX business ) using the XXXX XXXX website XXXX but is was not possible to use XXXX points XXXX even using multiple alternative dates ) So then I tried using the XXXX XXXX website ( partner airline ) - also was not possible to use XXXX points XXXX even using multiple alternative dates ) Only 10 minutes had elapsed. So I called Amex, said I couldnt use the points, wanted them transferred back to Amex- and was told its impossible, all transfers are final. Amex advised me to call XXXX XXXX Executive since the points were now in their system. I phoned XXXX XXXX and, after 90 minutes on hold, gave up. I called Amex, escalated my complaint to a supervisor- hey, you advertised this program and its worthless - was told by supervisor theyd escalate the issue and get back to me. They never did. I called Amex a week later and spent 2 hours on the phone with them. I got a lot of sympathy, got a supervisor who said theyd work on it - and theyve never gotten back to me. ( There should be a transcript of my chat session with the supervisor, but I've been unable to locate it on their website, despite their saying when I asked to print it out that it would " be easily accessible any time for the next year '' ) I wrote XXXX XXXX asking them to return my points - no response. Bottom line : I exchanged about {$2000.00} of Amex points for XXXX XXXX points which are useless. In effect Ive lost {$2000.00}. As you can imagine, Im very unhappy about this - and feeling helpless. This isnt exactly a scam - but its close to it. GIVEN THAT AMEX HAD ADVERTISED THE PROMOTION ON THEIR MAIN PAGE, I feel Amex has an obligation to cover this loss. Incidentally, when trying to use XXXX points on XXXX XXXX and XXXX, Ive gotten some Web pages which say we know there are problems with the system, were working on it, and hope to have it up and running by XX/XX/2023. That's very nice, but it won't help me for my planned trip in early XXXX since flights may be full by then. Id be very grateful for any suggestions or help you might be able to offer on this. Im out of ideas.
Company Response:
State: CA
Zip: 958XX
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 rewards from credit card
Consumer Complaint: On XX/XX/XXXX American Express cancelled my account without warning. With the cancellation of my account they took over all my points XXXX which is equivalent to {$690.00} which I was saving to pay through my outstanding balance. Per NY State Law I am entitled to my points which I have notified the company and they stated that they would investigate and get back to me within 10 days, this request was provided on XX/XX/XXXX. After several times trying to reach AMEX customer service they said due to cancellation of my account I am not entitled to any of my reward points. Per NY State Law : New York law enacted at the end of last year requires reward programs associated with credit cards to provide cardholders advance notice of changes to credit card accounts and the rewards programs associated with those accounts as soon as possible and within a minimum of 45 days before the change. In addition, cardholders must be given a 90-day grace period from the date the notice is sent to redeem any points associated with a cards rewards program. The new law also makes it unlawful for any agreement between a card issuer and cardholder, or any related reward program, to allow for the expiration, forfeiture or cancellation of reward points associated with a credit card before the end of the 90-day grace period. It also deems void as contrary to public policy any agreement that attempts to waive, limit or disclaim the rights conferred by the new law. XXXX XXXX XXXX signed Senate Bill 133B/Assembly Bill 5698B into law XXXX XXXX, XXXX. The legislation, which amends the states general business law to add new Section 520-e, takes effect one year after enactment and applies to all credit card agreements entered into, renewed, modified or amended on or after that date. Given its broad definition of the term points, the new law arguably applies not only to credit cards but also to the reward programs associated with those credit cards, which can be governed by separate agreements. New Section 520-e defines credit card points or points as denominated units that can be accumulated in an account in connection with a credit card reward, loyalty, or other incentive program or for certain travel-related rewards as miles, which are redeemable, fungible, or otherwise exchangeable, in whole or in part, for rewards. The definition is not limited to points that are earned by spending money on a credit card. Instead, it includes not only other incentive program [ XXXX ] but also more specifically travel-related rewards as miles. For some credit card rewards programs, the member may be governed by two different agreementsone for the credit card and one for the overarching reward programand the rewards programs allow members to accumulate points not only for purchases on the card but also for actions taken in connection with the linked reward program ( such as hotel stays or flying with an airline ). The broad definition of points in the new law arguably encompasses both the credit card and the related loyalty program points.
Company Response:
State: NY
Zip: 11105
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A