Date Received: 2023-07-23
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 a emergency accident in XXXX on vacation and needed to get XXXX XXXXXXXX. During my stay they charged my card 3 times and for more than they claimed and without me knowing it was charged 3 times. American Express did not ask me any questions they just closed the dispute with no way for me to explain what happened or how to fix what happened. On one of the credit card charges they over charged me after saying everything would be {$5000.00} USD and charged around XXXX XXXX
Company Response:
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: FINAL DEMAND LETTER BEFORE LEGAL ACTION Defendants Name : American Express Company Defendants Address : world financial center, XXXX XXXX XXXX, XXXX XXXX, ny XXXX, XXXX Re : XXXX XXXX Dispute Plaintiffs Name : XXXX XXXX Plaintiffs Phone : XXXX Plaintiffs Address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX, XXXX Plaintiffs Email : XXXX Dear American Express Company : Please be advised that you owe me the following : 1. Amount Requested- {>= $1,000,000} 2. Description Since XX/XX/XXXX, you have failed to pay me for the damages that resulted from your clear violation of federal online accessibility standards and guidelines. I have documented and saved the list of accessibility violations present in your website as of XX/XX/XXXX. Details : Your website does not meet federal accessibility standards and guidelines under the Americans with Disabilities Act of 1990 and Web Content Accessibility Guidelines ( Department of Justice. ) Specifically, you have the following violations and errors present in your website. Issue : Missing Language Setting Description : You should set the language for your entire website / webpage to improve accessibility and make your page easier to navigate for screen reader users. Legal Violation : 42 U.S.C. 12101 : Americans with Disabilities Act of 1990 ( Title II and Title XXXXII for web compliance ) Issue : Missing Accessibility Statement Description : It seems like you're missing an accessibility statement on your website, which is required in some countries. An accessibility statement is important as it ( 1 ) shows users that you care about accessibility and about them ( 2 ) provides them with info about the accessibility of your content and ( 3 ) demonstrates commitment to accessibility and to social responsibility. Legal Violation : 42 U.S.C. 12101 : Americans with Disabilities Act of 1990 ( Title II and Title III for web compliance ) 3. Demands This will be your only chance to settle this matter before I file suit against you in Small Claims Court. I am agreeable to a lump sum payment, or to a payment plan. Please contact me within 2 weeks upon receiving this request or I will file a lawsuit against you without further notice. It is in your best interest to settle this matter before a lawsuit is filed. If a judgment is obtained against you, it will negatively affect your ability to get credit, you will be ordered to pay court costs, and you will incur interest at a rate of 10 % per annum. This letter serves as evidence that I have attempted to resolve this matter informally. Sincerely, XXXX XXXX
Company Response:
State: NY
Zip: 13090
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I purchased a " serve '' card from American Express. It was purchased on XX/XX/XXXX. I had temp card for one day then card was lost or stolen..I had already registered for a permanent card, so expected it to come at any time. It never came. It's a basic prepaid debit card, or I thought it I started trying to find out what the problem was about a week later. I started calling and have placed calls on the following dates XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX calls XXXX XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls The dates with multiple calls are for various reasons. Usually I get hung up on because people can't hear me or don't want to be bothered with the work. I can't get agents to give me a name or location so I can follow up on this problem so I have to start from scratch each call. It's very difficult for me to make phone calls..I XXXX XXXX XXXX XXXX and can only whisper. So it's very difficult for others to hear me. I use messaging whenever possible to enable a more comfortable interaction for both parties. In my many many ssnd no means for this type of communication. I had many instances where I was hung up on. When I could, I tried to let someone else do the talking for me. But it's very difficult to have someone else explain a complex situation to someone who isn't interested in helping and doesn't want to do ANY work to resolve the situation. I called to report the temporary card missing, and to order a permanent card. It took HOURS before i could actually get a real person. I told her I'd registered the temporary card and it had been lost..I ordered another permanent personalized card. 2 weeks had gone by and I still didn't have any card to use. I explained I was in dire need of these funds. I had serious problems that required i have this money to enable me to take care of our car having been towed, following its breaking down 50 miles from home. I was told there was NOTHING she could do. She said I could order a new card and that would take 5 or more days to arrive. I asked about the virtual card their website mentions that is given to new customers so that they can use the funds on the acct. I was told that was not an option for my account. There was nothing I could do no matter how dire my circumstances. So now my cars tow storage fees would be totally out of any range which might be affordable and enable me to get it out. I've lost my car now. Plus have a {$500.00} abandoned car fee assessed on my license. I told her i must.have my money. Couldn't a supervisor offer some solution? Supervisor only told me there was nothing they could do, no matter what. No options other than to order another card and wait another 5 days to one week for arrival of card. So I ordered a replacement card My husband and i are XXXX, low income XXXXwe need our money. Our car got towed and could not retrieve it because we didn't have funds to get it following its being towed. Another week went by and we still didn't get the personalized card which they say has been issued. Each time I call, I have to provide various personal information. Part of this is my physical address. This is also my mailing address. Each time I'm allowed to discuss acct because I have all correct information. I told them this time that I NEED access to my money. I now have no car, no money, no transportation and am 10 miles away from where I can buy even a bottle of water, make a phone call, buy food, anything. Each person I talk to when I express the dire need of my funds, just tells me there is nothing that can be done. " im sorry '', seems to be their standard response to anything, then to tell you there is nothing they can do. I wonder whats the point of having customer service staff and supervisors when all they can do is tell you they're sorry butbyou can't have your money. There's nothing they can do to get it to you a resolution. I read on line that money could be sent to XXXX from these accounts in emergency situation. So i called about that..i was told because i never got the card, they were " sorry but nothing they could do. I hadnt received the card, so I couldn't have the money sent to XXXX. Didn't matter if I had adequate documents showing it was me. Answer was no, im sorry. I didn't qualify for this service. I had to order card again and wait. So I did. Card never came so I called again. During this point in time. We'd had to go stay in a hotel for a couple of days. It's been 118 - 122 in the XXXX area. My home is about 50 miles away at a higher elevation, but it still has Bern 108 - 110. I live in an older mobile home, because we could purchase it outright, to keep things affordable since my husband and I are both XXXXXXXX XXXX XXXX. But we did not realize when we bought it, that the air conditioner and heating systems had been removed. I have a serious XXXX XXXX and he has many health issues which cause him pain and XXXX XXXX XXXX That's why we were staying in a hotel for a few days. I had enough to stay at hotel two nights. I had anticipated arrival of card on the day we left, and it was not in the mail. It was about a week later, after no card came in the mail, I needed MY money. The heat in our house was unbearable. About 110 to 120 inside old, poorly insulated mobile home. I needed another COUPLE of days at hotel, to give time for heat wave to pass. I called and explained situation. We had had stay at a hotel, our air conditioning wasn't functioning. It seemed to impossible to find any solution. I was told she was sorry but could do nothing. I worked all day to find a solution. All the serve company could offer is " I'm sorry, there's nothing we can do ''. We had to leave hotel, on foot because we hadn't been able to get our car out, in 118 weather. Yesterday I called again after we got home. I thought perhaps this time the card would have arrived, but it had not. The response to my damemand that a way be found, to get my money to me, was that she was " sorry but nothing WE could do ''. I explained that there MUST be a way to get MY MONEY. It was NOT believable that if a person was never able to use a debit card, thry were doomed to lose their money. I asked could she not overnight a card like one of the reps offered the day before when I called... I was told no. I asked for supervisor who told me there was nothing they could do. She asked me, did I want acct closed and a check mailed. I couldnt believe that response. I said if I did that, the check would never arrive, then I'd call and be told there was nothing they could do, and then id lose the money. It would be lost for good. I asked WHY every other company I deal with can manage to get my bills and correspondence to me. She didn't know. I pushed the issue and then she told me they'd had address wrong. I asked WHY, in about 20 calls which required I verbally provide my address, had nobody mentioned this. She didn't know. She said my address had not been verified so I have to send in proof that I get my mail at this address. If I do that, another 2 weeks will go by. Then I'll be told it was not received and I have to do it again. I asked if I could email or upload documents to save time as it was an emergency situation and my circumstances were becoming more and more grim. She said no, there was nothing she could do. I could only send mail. At this point I have made about 20 +- calls. I can not get out of my home, my car is gone. I had to walk around taking busses in 120 weather because they refused to find a way to allow me to access my account. I need food and other items now and can't access the card. They could offer a virtual card, they do that for some, they offer offer XXXX money transfers or could send money to my cash app, but they will do none for my account. They have cost me my car. Prevented me from being safe, my well being has been comprimised because i had been unable to pay for hotel and forced to be outside walking to busses waiting for busses, it prevented me from being able to Stat at the hotel we were staying while waiting for this weather to subside. I called again and get the same response. I found, in a spam folder, this morning a message saying that they're unable to approve a " serve card ''. Now, that was dared XX/XX/XXXX. Why has my money not been sent to me. Why hasn't anyone told me this? I am in a situation where {$200.00} makes a dumifference. It has cost me hundreds of dollars in losses, cost me in regards to my health and well being. I can get nothing other than people telling me there is nothing thry can do. I've mailed proof of my address being a valid functioning address, but I doubt this will improbmve the situation. I need my money now.. What can I do? Thank you, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX AZ XXXX
Company Response:
State: AZ
Zip: 855XX
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Good Morning, I was charged interest on my American Express Gold credit card in the amount of {$56.00} on XX/XX/XXXX. I called American Express on 3 separate occasions over the past 3 months inquiring about why this charge occurred and asking for it to be refunded. The following sequence of events occurred : -XXXX XXXXXXXX : I was told the charge was due to Buy Now Pay later feature that was erroneously turned on. I was told the interest would be refunded. XXXX XXXX : I was told the charge was due to a late payment, but since I was told the interest would be refunded on the previous call ( which they reviewed and confirmed ) they would refund the interest in the next billing cycle. XXXX XXXX : I was told no one knew why I was charged interest and American Express was unable to determine the cause. American Express stated that the information has disappeared, and they would not refund any interest. This is alarming and surprising coming from American Express.
Company Response:
State: NY
Zip: 11231
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: on XXXX, XXXX XX/XX/2022 I was approved for an American Express Business Checking account, that came with a sign-up bonus, providing certain requirements were met. EARN XXXX POINTS - after making an eligible deposit, maintaining a required balance, and making XXXX qualifying transactions. EARN AN ADDITIONAL XXXX POINTS after you meet all qualifying activities to earn both the Business Gold Card and Business Checking offers. I met the requirements before the advertised deadline, however, American Express refused to honour the terms of the agreement. They stated I did not complete the required XXXX qualifying transactions on the welcome offer. " You only completed XXXX out of XXXX qualifying transactions and this specific requirement needed to be completed by XX/XX/XXXX. '' On my account it showed that I made XXXX transactions with the description of " online transfer '' between XX/XX/XXXX and XX/XX/XXXX. Per Amex 's chat representative : " There was a returned Automated Clearing House ( ACH ) on your account on XX/XX/XXXX for {$2000.00}, and we do not count returns for a qualifying transactions. Stop payments and transactions that do not post to your account and do not appear in your Available Balance within sixty ( XXXX ) days of account opening are not qualifying transactions. '' However, the transaction in question was not a " stop payment '', and it was an electronic/online transaction that was posted to my account during the period in question. This specific type of transaction was not defined within the terms and conditions provided by American Express at the time of signup.
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Applied for a company credit card at XXXX. American Express did a hard credit inquiry on my account without my knowledge or authorization, either written, verbal or implied. I contacted the credit bureau, they referred me to Amex, who ran me around for quite some time then told me that they could not remove it per policy. No last names were given. I spoke to a XXXX and an XXXX. XXXX, no last name was the supervisor who declined to discuss it with me or even come on the line.
Company Response:
State: PA
Zip: 15317
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: American Express bank over charged me interest fee {$28.00} on XX/XX/2023. My credit card due date is on XX/XX/XXXX, the balance was {$180.00}, I paid the balance in full on XX/XX/XXXX, they charged me the interest fee {$10.00} on XX/XX/XXXX. Then the next month, XX/XX/XXXX, they charged me interest fee again. they said this is trailing fee. but on the statement, Trailing interest is the interest charged when, for example, you didn't pay your previous balance in full. When that happens, we charge interest from the first day of the billing period until we receive your payment in full. The question is, I paid the previous balance in full, but they won't stop charging me the interest fee. They are literally robbing customers. I hope CFPB can help me, make it right. Thank you!
Company Response:
State: MD
Zip: 21220
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/14 call on my XXXX call was informed no pymt due
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I applied for a student secured credit card XX/XX/2019 ( est ). I was rejected, but I continue to receive junkmail soliciting me to apply again. Even after I opted out on the optoutprescreen website and contacting them I still receive snail mail credit card prequalify solicitations
Company Response:
State: LA
Zip: 70726
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: My American Express accounts were closed in XXXX in error due to billing disputes. Why would I intentionally try to get my accounts closed? I always used and payed my cards on time. It was fraudulent for whoever had my accounts and was not me. I need to be able to apply for another card without getting denied. I have been with Amex since 2018. And I am a veteran. I shouldnt be treated this way for an error that was not me.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A