Date Received: 2023-07-27
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've been trying to dispute a charge on my American Express since XXXX. I've submitted several pieces of documentation to American Express but they continue to reject my claim without a clear understanding of why. When I call the disputes department, I'm only told to resubmit new information. How can I provide information without knowing what American Express is looking for? Nonetheless, I've provided American Express proof that the vendor is misrepresenting facts, and the goods were not as described. I would appreciate if American Express would clearly state why they are rejecting my claim when I've provided sufficient evidence.
Company Response:
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
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 filed a complaint on XX/XX/23. Requesting certain actions and clarifications, document attached. I received a response from Amex on XX/XX/XXXX which did not answer my very simple questions and informed me the company would stop responding. I called Amex today to ask the questions on the phone and I was told someone would call me back. For 2 months, Amex has been telling me someone would call me back within 48 hours and only once has that happened out of 5 calls to them. Most recently I have been waiting for almost a month for a callback. Therefore, the only way I seem able to communicate with Amex is through CFPB which is anything but optimal. Things I need clarification on : - I understand one of the amounts of {$7700.00} has been credited but not the other. Since they are with the same merchant and the same fraud why has only one been credited and not the other {$7700.00}? - how do I know you will not reverse this credit like you did in XXXX. I need this in writing. - have I been refunded the interest charges on the {$7700.00} you have credited back to me? What about the interest on the other {$7700.00} - As requested on the phone and in previous CFPB communications I need : Contact and address for service of process Details of mediation process and costs associated Details of arbitration process and costs associated
Company Response:
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: AMERICAN EXPRESS and solely AMERICAN EXPRESS company has affected my credit score and utilization ratios. In XXXX, American Express reviewed my AMEX Platinum card and reduced its limit from NO LIMIT to {$2800.00} bringing that card instantly to a 42 % utilization ratio. This adverse action by them then affected my credit score, which brough it down and therefore affected the way my credit is reviewed from that point forward. In XXXX, American Express, once again " reviewed '' my credit and decreased my AMEX blue, which had a credit limit of {$10000.00} and a balance at the time of {$5500.00}, down to {$6100.00}. That brought my utilization ratio to 90 %!!! It also brought my credit score down once again. They then " reviewed '' my credit once again after their prior decreases and took an adverse action to now reduce my AMEX business card from {$2900.00} to {$800.00}. With only a balance of {$370.00}, it brought my utilization ratio to 46 % They also created a preset spending limit on my business card. I contacted them on XX/XX/2023 in order to reach a compromising resolution for both parties and their only response was to wait for another " review. '' I noted to them that if they don't reverse some or all of the decrease 's, then they are putting me in an unfair advantage of having my credit affect me adversely for anything else. They did not care nor did they offer any reasonable resolution. The ONLY credit card company in ALL my history of having credit cards has been American Express to use my credit and their adverse actions to decrease my limits, therefore affecting my utilization ratio across all my credit and bringing my credit scores down even further. It is noted that the FAIR Credit Reporting act is supposed to make companies use information within your credit reports in a FAIR way. American Express has found a way to unfairly review my credit reports and NOT take into any consideration my actual credit history. I have never missed a payment. I have paid above my minimums and always way before any due dates. I have paid off all my debts before ( just last year I paid off all my debt. ) I had never held an American Express card. I had worked on raising my credit over years. When an American Express was offered to me, which was the Platinum, I saw it as a benefit for my credit history. I regret entering into any credit agreement with American Express as they are unfairly dismantling my credit month by month without a FAIR and reasonable reason. Their actions and so-called " Reviews '' of my credit have brought my credit down over 20 points since XXXX. This MUST BE HELD as an UNFAIR Credit practice! Consumers should not be punished for doing what it is they are supposed to do!
Company Response:
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: This is my third complaint regarding this issue. The first was XXXX, the second is XXXX. I have been trying to resolve this since XXXX. This has now impacted my credit score because I can not afford to make payments on both balance ( which are the same balance ). I have uploaded all of the evidence in PDF form showing that XXXX paid Amex, they paid the wrong account number. I have included the incorrect account number that the payment was applied to, and have also included my account number, the correct one, that the credit should be applied to. If this is not resolved I intend to seek legal action. I am a single, currently unemployed, mother of three small children. I AM STRUGGLING. Had this balance transfer gone through like it was supposed to in XXXX, I would only be having to make the payment on my XXXX card that I could easily manage and have the option of credit on my Amex. That was the plan. Now my XXXX card carries a higher balance than my Amex, I am able to make those payments, but Amex keeps calling me, emailing me, sending me to collections because of this balance transfer that got applied to the wrong account. Please, I need help. Could someone please, please help me?
Company Response:
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Other features, terms, or problems
Subissue: Credit card company forcing arbitration
Consumer Complaint: At first, I applied for AMEX Blue Cash Card and got it approved. After a year, it was upgraded to BLUE Cash Preferred Card. Later on, I put up the request for closure of BLUE Cash Preferred Card. I cleared all my dues which is confirmed by custermer care and account was closed. After two months of closure, AMex raised a charge of {$150.00} on my closed account, stating that " The reversal of charges of promotional reward ''. I enquired them from time again and again and told that the promo offer was never given to me, it was just simple upgradation. After 3 months, they finally lodged the dispute charge with reference no XXXX. It was attended by their staff name XXXX XXXX with employee id XXXX. But the case was never resolved. In the mean time, AMEX started applying the late payment fee and interest charges. Though I explained them my case and they agreed also that the mistake was at their part. I have never defaulted any payment, still they have spoiled my Credit History. On enquiry, I was advised that my case now has been transfered to XXXX XXXX XXXX with case no XXXX. Its been more than 1 month, my case remains unresolved. Due to all this, my another card " AMEX Delta Gold card '' has also been suspened.
Company Response:
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Last summer I went through hard time paying my credit cards debt. XXXX XXXX XXXX came to my rescue with a debt consolidation plan. They did negotiate on my behalf with American Express and the agreement was I paid $ XXXX monthly starting XX/XX/XXXX. The minimum monthly payment was done as agreed. I never missed any payment. I was surprised with 3 months late payment reported to credit bureau by AMEX. They reported my account late for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Through XXXX I disputed it twice. I contacted Amex many times. They refused to delete those late payment even with proof of payment by XXXX. As a result, my credit score dropped by XXXX points
Company Response:
State: SC
Zip: 29607
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I am a first generation XXXX woman in the USA, I came here when I was XXXX XXXX XXXX and I am a citizen. I have been with American Express for a very long time and never had a problem. When covid hit, I lost my job and decided to stay at home with my XXXX child who is XXXX. Covid showed me the lack of care the school was giving him to overcome his XXXX. It was an immense hardship to lose my job, however seeing how the school system was failing him, my only alternative was to stay at home and homeschool him. I have used my XXXX and all my savings, and unemployment ended earlier than I was told. I had applied for my son to have XXXX, however it took awhile for the government to process his application. Currently I am backed up on my electric, water, and other bills, and trying to make it through this deep in the economy. In the last 3 years, I lost my job, I had to make a choice of letting the school system not help my son or for me to help my son and stay at home with him ( there was suppose to be a program available made by a presidential order under Trump for homeschooling, however my county could not find were those funds were allocated ), I went through my XXXX and savings to stay afloat, and my unemployment was cut short. This is the hardship I have explained to American Express many times and now a company they hire XXXX and XXXX. The moment I knew I was going to default on my card, I called American Express to try to settle with good faith what I could. I was denied, and given options that I could not afford. I received hundreds of calls along with text messages, mail and e-mails from them, regardless how many times I explained my situations the amount of calls were emotionally exhausting. I was told by their representatives that the explanation did not matter or how many times I explained as they had to keep calling me and sending me text, e-mails, and mail correspondence. A representative called me and started to yell at me asking why I had spent so much money. During this period of time American Express sent me an e-mail that my credit limit is around XXXX. I sent an e-mail to the executive customer service at American Express as I felt no one was listening to me. I had a conversation with a manager who stated, they do negotiate and I explained the situation to him and he said he would call me back and when I answer the call there was no one on the line. The executive service representative I was told I could not, it was not even an option. XXXX XXXX I have spoken to, said you have to do your due diligence and keep calling, emailing me, texting me as if I have never answered. She told me the longer the account goes unpaid the more options I would have, however there would be a hit on my credit. As far as the man yelling at me, she did not take it seriously and said something along the lines of, if it is within the time period before your account was closed then I can look at it, however her tone seemed just not interested. I had to search the time frame so she could take it seriously. Luckily there was an e-mail I had received and asked this man who had called me. I called her back and provided the number. She said she would call me back, it never happened. She said my account was at collection and she would have them call me. I promptly reacted to the call. I worked at XXXX XXXX, insurance/bank industry since I was XXXX. There are regulations around conduct. The guy yelling and me trying to handle the unfortunate circumstance I find myself in good faith is questionable. I recently talked to a supervisor, who I explained everything again. He said he would call me back, the phone rang and disconnected. I realized he did not want to talk to me. I called back in the last few days and could not get back to the supervisor who spoke to me. I had offer a settlement of XXXX over 60 months. Under the circumstances that is all I can do. {$100.00} dollars a month was also declined and the new supervisor said it would not make a difference. I said I could with my current budget maximum XXXX even though I just received an email that my limit was under XXXX. I think that would be an agreeable amount at 60 months or no interest. I was declined and told No. I keep receiving this mentally exhausting emails and text that get my hopes up of trying to settle this. As I have received legal advice, I am emailing for help. XXXX does seem to try to help. All the emails and text I receive act as I am ignoring the point. However, your notes will show that I from the beginning have been trying in good faith to resolve this. I received a call from XXXX, who is an agency hired by American Express. I talked with a manager who I explained I would be in good faith able to settle for XXXX with 60 months and 0 interest. I explained my situation again and he said if anything changed to call back. I asked for debt forgiveness and he said only American Express could do that. He said that I would be sued and I would have to also cover the lawsuit cost. I explained that I was trying to settle in good faith, he stated they could settle for around {$23000.00}, which I explained in good faith I could not afford that. XXXX since has threaten me with a lawsuit and the last conversation I had with them they told me there maybe a docket number, but I could make it go all away if I agreed to pay the amount in full. I again explained the situation and I was told a lawyer from Illinois would be filing a lawsuit. I explained that I have been in Conversation with XXXX XXXX CEO of American Express for debt forgiveness, or a settlement, with the research I did I found AMX site which states they have settled debt for 30 %, which I sent an e-mail to XXXX and stated in good faith I could do 30 % with a 72 month payment back and no interest. The debt collector told me they did not do loans any more and I needed to pay in full or else I would be sued. I e-mailed CEO XXXX XXXX from American Express, explained the above and forwarded a few of the e-mails and explained that XXXX was threatening me with a lawsuit, as well as a recap of one of the conversation with XXXX XXXX, where she acted like what I was doing was illegal to contact American Express. She stated I had to work with the agency they hire, so it is an extension of American Express as they do not sell their debt. She said that American Express is FDIC regulated and what I was asking for could not be done. I sent several e-mails to XXXX XXXX explaining how this whole process has happened along with trying in good faith to settle my account. I have also sent him recaps of my conversations and experiences with American Express and XXXX. As the XXXX is working for them as a third party, and perhaps that is why they can be so threatening with their collection methods. XXXX XXXX did reply to me once that he would look into the matter and I explained and forwarded the e-mails to XXXX, however after that I did not hear back directly from him, but XXXX called me and that is when she said FDIC would not allow them to help me. I have e-mailed XXXX manager correspondence between XXXX XXXX and myself. However, everytime I talk to someone they do not appear to have ever heard about it. Yesterday someone came to my home and stated they were an American Express representative. As my child is within the spectrum, one of his triggers is noise, the lady kept ringing the doorbell so much, and told my mom she was with American Express, she went out even though we do not answer the door to strangers for a safety precaution. Someone who stated they were with American Express came to my home, I do not think this is legal. -I followed American Express advice and took a hit on my credit and tried in good faith to negotiate my debt. I was told at first that was not possible but later that it was however that gentleman never got back to me. -I followed XXXX advice to ask for debt forgiveness from American Express XXXX. XXXX made it sound like what I was doing was not legal. She stated American Express can no longer help me, and their third party agency XXXX will have to work with me. -Zwicker has threatened me several times with the lawsuit and in the final conversation I had, the representative stated I could make it all go away by paying the total amount, and if not I would be sued and they would proceed with the docket number. -I have explained to both my hardship and even contacted XXXX XXXX CEO of American Express to try to settle in good faith and explain my situation, however both seem to have dismissed anything I said. However, after my last e-mail to XXXX explaining I may have to file a complaint against American Express and XXXX XXXX XXXXXXXX, a representative from American Express ringing my home door and causing not just me but my children distress. -I sent one final e-mail to XXXX asking if this was really an American Express representative as it scared my family and myself. The crazy part on top of everything above is that I keep getting correspondence from American Express that I pre-qualify for a new card, even though they know my situation. Today a woman who said she is detective hired by AMX came to my home with lawsuit papers. She again rang the doorbell aggressive even though there is a sing requesting not to. I took pictures of her identification and I am sending a copy of the lawsuit I received. I am being harassed and now intimidated with a lawsuit. The lawsuit also shows that the American Express representative falsely stated that AMX had nothing to do with the XXXX. On the lawsuit it states they are acting on their behalf.
Company Response:
State: IL
Zip: 61761
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Sent mailing to credit bureau to request removal
Company Response:
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: We made our monthly payment as we always do to American Express through our XXXX online bill pay on XX/XX/2023. It was paid electronically and left our account on XX/XX/2023. AMEX never posted it to our account. Despite providing proof of payment including the amount, trace ID, date and transaction ID along with a bank statement, they have closed the case four different times claiming we have not provided any documentation. Two agents told us they could see the payment but couldn't prove it should go to our account because some of the identifying account numbers were missing ( we have always only included the last 6 digits as it is presented on the statement ). They have also admitted that they see it but it says my name ( the wife ) and not my husband 's name ( we are both on the account and the checking account of origin is also a joint account ). We have even had a three way call with a XXXX XXXX supervisor confirming that it is a legit payment and still AMEX continues to deny the payment exists. All we are asking at this point is to have the payment returned to the bank of origin if they can't connect it to an account. It seems absolutely illegal to hang on to money and not attach it to anyone 's account. The amount in question is {$2400.00}. Not a small amount of money! We are out of options.
Company Response:
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I paid off my balance of {$10000.00} prior to the due date. On my next statement I received {$270.00} in interest. How can this be when I paid off my balance? They said I agreed to this when I signed up. I have never experienced this before, this seems like a new and unfair fee. They charged me interest TWICE on the same amount of money!
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A