Date Received: 2023-07-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This is a complaint on American Express for deceptive marketing, innaccurate information provided explicitly by customer service, and unfair treatment contradicting information provided by the company. I have an American Express Platinum card, which grants me access to their XXXX XXXX. The card comes with a hefty annual fee of {$690.00}. On XX/XX/2022, I reached out to their customer service agents via chat ( screenshots available ), and asked for clarification on their XXXX XXXX access policies. Guests are only allowed to enter within 3 hours of their departing flights, unless they have a layover. I reached out asking if this layover applies to overnight layovers as well, and whether I could access their lounge the night before the morning flight. Amex confirmed that I could, but ultimately, I was denied access because the lounge agent stated the layover needs to be on the same day. This was not explicitly stated on their website OR terms and conditions ( at the time- this has since been updated ), and to make the situation worse, I relied on information explicitly provided by customer service stating the contrary. This led to a terrible experience on my 1-year anniversary trip. Here is the chat history, word-for-word : Me - " I see the XXXX rule does not apply to layovers, but is this true for an overnight layover? For example, we're flying to XXXX on Monday night, then from XXXX to XXXX on Tuesday morning. Would we be able to access the XXXX XXXX on Monday night? '' Amex - " As per the terms of the XXXX XXXX - They do admit card members with layovers or connecting flights who produce proof of a connecting flight from the same airport. '' Me : " and that's even if the connecting flight takes off the following morning? '' Amex : " Yes, that's right ''
Company Response:
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX Credit Card Services closed my credit card account without my consent in XX/XX/2023. I called the company to explain that I did not consent to closing my account due to 'inactivity ', but they stated it was their policy and there was 'nothing I could do about reopening the account. ' This is an adverse action that I did not authorize, and according to 26 CFR 1026.13, this is unauthorized use if my credit card.
Company Response:
State: FL
Zip: 34219
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: American Express process my payment automatically every month 2 days before the due date and this month there wasnt enough money in the checking account so I contacted them the next day if they could make a manual payment before the due date to avoid late fees they refused and said it is impossible. I need to wait three days for that automatic payment to come back, at which point it will be after the due date and then they will process it again and I will be charged late fees. This is an unfair practice that I have not experienced at any bank to not allow a manual payment at any time, essentially refusing to take my money and forcing me to pay fees. This should be illegal and I assume many consumers of American Express have been hit with fees due to this practice and it should be thoroughly investigated. See attached my conversation with the American Express agent.
Company Response:
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Dear Sir/Madam, I am writing to file a formal complaint against American Express regarding the denial of my entitled rewards on my American Express Hilton Honor Aspire Credit Card . Despite meeting the necessary criteria, I have been denied the 14X Hilton points and the {$250.00} Hilton Resort credits that I rightfully deserve. I kindly request your assistance in resolving this matter promptly. I would like to provide a detailed account of the situation for your review : 1. Stay Details : Four-night stay at three Hilton Hotels in XXXX, XXXX ( See Hilton screenshot 1.png ). Booked a room at Hilton XXXX XXXX on XX/XX/XXXX using a Free Night award. Booked a room at Hilton XXXX XXXX on XX/XX/XXXX, and a room at Hilton XXXX XXXX, both paid with my American Express Hilton Honor Aspire Credit Card. 2. Charges and Receipts : On XX/XX/XXXX, the room was complimentary due to the Free Night award ( See XX/XX/XXXX Receipt.pdf ). On XX/XX/XXXX, I paid for a room at Hilton XXXX XXXX, and a secure deposit of XXXX XXXX was charged to my Hilton Honor Aspire Card ( See POS Receipt 1.jpg ). Upon checking out on XX/XX/XXXX, the hotel initially sent me a bill of XXXX XXXX, which exceeded the agreed-upon price ( See XX/XX/XXXX Receipt 1.pdf ). After contacting the hotel, the error was rectified, and a corrected bill of XXXX XXXX was provided ( See XX/XX/XXXX Receipt 2.pdf ). On XX/XX/XXXX, I stayed at Hilton XXXX XXXX, where a secure deposit of XXXX XXXX was charged ( See POS Receipt XXXX ). Upon checkout on XX/XX/XXXX, I received a bill of XXXX XXXX, consistent with the correct amount ( See XX/XX/XXXX Receipt.pdf ). 3. Rewards Discrepancy : I noticed that I only received XXXX XXXX points for the purchase of XXXX XXXX at Hilton XXXX XXXX ( See AMEX statement 1.pdf ). However, I correctly received 14X Hilton points for the purchase of XXXX XXXX at Hilton XXXX XXXX ( See AMEX statement 2.pdf ). It is evident from the American Express screenshot ( See AMEX screenshot 1.png ) that both transactions were eligible for the 14X Hilton points. Moreover, I have never received the {$250.00} Hilton Resort Credit, despite both hotels being part of the Hilton Resort ( See Hilton screenshot 2.png and AMEX screenshot 2.png ). 4. AMEX Customer Service Interaction : I contacted American Express via chat, and they initially confirmed that I should have received the 14X Hilton points and the {$250.00} credit for both transactions ( See AMEX chat 1.png and AMEX chat 2.png ). However, to my disappointment, they later changed their position and refused to honor their previous commitment. In light of the above, I am seeking your intervention to ensure that American Express fulfills its obligations by awarding me the rightful 14X Hilton points for both transactions and providing the {$250.00} Hilton Resort credits as outlined in their own terms and conditions. I believe that this matter can be resolved amicably with your intervention, and I kindly request your assistance in rectifying this issue promptly. Please find attached the supporting documents for your reference : XXXX Screenshot.png XX/XX/XXXX Receipt.pdf POS Receipt 1.jpg XX/XX/XXXX Receipt 1.pdf XX/XX/XXXX Receipt 2.pdf AMEX statement 1.pdf POS Receipt 2.jpg XX/XX/XXXX Receipt.pdf AMEX statement 2.pdf AMEX screenshot 1.png AMEX screenshot 2.png Hilton screenshot.png AMEX chat 1.png AMEX chat 2.png Thank you for your attention to this matter. I would greatly appreciate your assistance in resolving this dispute and ensuring that American Express fulfills its obligations to its valued customers. I look forward to your prompt response. Sincerely, XXXX
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
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 continues to report inaccurate information on my credit report that is harmful without providing legal proof of the debt. I have disputed XXXX credit cards multiple times on my report that I am not legally responsible for. I have asked XXXX repeatedly for the documentation they received to confirm these accounts are mine. I have also asked both the companies and XXXX to provided me with a copy of the legal contract for each credit card and neither have done so. These accounts should be removed immediately as they are harmful and the companies can not provide a legal binding contract that I signed confirming the accounts are mine. The accounts are : American Express XXXX
Company Response:
State: NC
Zip: 28031
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I used XXXX XXXX online bill pay service to pay my Delta Sky Miles Gold Card American Express bill. I scheduled the payment that was due on XX/XX/XXXX to be delivered by XX/XX/XXXX. When I received my American Express bill the following month, I noticed a late fee of {$29.00} and an interest charge of {$56.00}. I called American Express to inquire and was told that the payment was received late, thus the charges. I called XXXX XXXX to ask why the payment was sent late and they told me that I could open a case and they would look into it and opened a case on my behalf ( Case # XXXX ). After receiving notification from XXXX XXXX that they were not at fault because they sent the date on the day I requested XX/XX/XXXX, to be delivered by XX/XX/XXXX but American Express stated it wasn't received until after the due date. After several calls with both XXXX XXXX, American Express and one three-way call with XXXX XXXX on XX/XX/XXXX, American Express and myself, I was told that the bill was sent to the incorrect address and the correct address was XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX XXXX At that point, I thought the error was on my part but after getting off the call I checked my bill and saw the address is XXXX XXXX XXXX, City of Industry, CA XXXX which is the address I had entered on XXXX XXXX bill pay. I then called American Express to explain this and was told by a supervisor named XXXX that they will not be reversing the charge and there's nothing that could be done about the charge because they never reverse charges in the first year card membership. I was told several times when speaking with American Express that I could avoid this from happening in the future if I signed up for automatic payments which I am not interested in doing.
Company Response:
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Approximately 2 months ago I've applied for an American Express card. My application wasn't instantly approved and Amex request me to complete a 4506C so they would receive my last tax returns transcripts from the IRS to verify my income. I've submitted the 4506-C form and in approximately 2 weeks amex was able to verify my income and received a email from amex stating that my application had been approved and if i've accepted it amex would report a hard inquiry on my credit report. I've accepted the offer and the account was opened. 2 weeks after my account had been opened I received an email from Amex stating that my mobile number needed to be verified. I called Amex and the representative start asking me questions about my work. I was under the impression that Amex needed to verify my identity and when the rep asked me the companies that I've worked for I mentioned the 2 companies that were been reported on my credit report. I've never stated Amex that I was employed since I've been self employed for the past 11 years. The representative informed me that she was from amex financial review department and she I would need to submit some documents so amex could complete the financial review. The representative requested my last 2 bank statements, which I've provided immediately and she also requested my last 2 recently paystubs. I explained the representative that I did not have paystubs since I've been self employed for the past 11 years and that was the information I've provided on my application and Amex was able to verify the accuracy of this information thru my tax returns transcripts, which stated the exactly same income I've provided during the application. Even having the knowledge that I'm self employed, the representative said that unless I've provided Amex with my 2 last paystubs, my accounts would end up been canceled. I've tried to speak with a supervisor but he reaffirmed that unless I provided Amex with paystubs, my accounts would be canceled. It seems that Amex just wanted a reason to canceled my account 's since I've never claimed to be an employee and they keep insisting on documents that I can not provide even after they verified my income thru the transcripts they've received from the IRS during the application process. It's absolutely unfair for Amex to close my accounts since my credit worthiness haven't changed, I've never had a return payment, I've never provided any inaccuracy information and I was able to prove my income thru my bank statements and tax return transcripts. Although im a us citizen, I still have an accent and I feel that just wanted a random reason to cancel my accounts and they are not complying with the FCRA.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Thank you for taking the time to read my complaint. I was a American Express card holder since XXXX and then they closed my account in early XXXX because I had one angry interaction with an American Express customer service agent. Here is what happened. I had placed a credit limit on my son 's card so that he could not spend over a certain limit, however, he went over this limit. This happened every now and then. In the early going, it wasn't by that much, but the last time that it happened it was by quite a bit ... ... .and so I called America Express about this and I attempted to talk to someone. It took me a long, long time to reach an actual person and when I did this person ended up giving me incorrect information about the account -- they essentially said that the card did not go over its " spending limit -- even though it did, and then when I stated that wasn't correct they hung up on me. This, obviously, upset me quite a bit! So, then I called the customer service agent back and I let them know exactly what had happened on the prior call and they did not in any way apologize about it. I told them about the card going over its " set limit that I had asked for/and had placed on the account and they said that even with the spending limit that the card could still go over its " spending limit because the card holder could buy essential items such as gas, food etc. They said I should've known this but I do not EVER remember any one telling me this or receiving any information on this. I promise I did know and I could find no paperwork showing this to be true, or any paperwork ever sent to me! The customer service agent was rude and very facetious in dealing with me. And this was not the first time : I had America Express customer service agents get mad at me many times over the years as I begged them to help me with issues such as unauthorized charges. During the pandemic, I had booked a trip to XXXX and there were travel warnings in place to go there after I had paid for the trip through my Amex card and I begged them to help me but they did nothing and treated me like I hadn't been a good customer, even though I had paid my balance in full every month for 15 years. On this particular call, I got angry and used one swear word and they closed my account, saying that I violated the agreement between America Express and the card holder. However, I had been having a difficult time due to illness and injury from work and from being disrespected from American Express. I am still shocked that they closed my account since I had a Blue Card and a Gold Card and I paid my bill in full every month, had been with them for years, and had large bills but always paid them. I am wondering if they would've done this had I not been Italian American? There were times when I had gone on trips to XXXX and they would make negative XXXX remarks about XXXX and the people of XXXX. I believe this is just one reason why they closed my account after one bad call. I am wondering if you would look into this for me?
Company Response:
State: WA
Zip: 98272
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditors has violated my rights under 15 USC 1681 section 602 states I have the right to privacy. 15 USC 1681 section 604a section 2 it also states that the consumer reporting agency can not furnish an account without my written instructions. Under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. America Express : XX/XX/XXXX ( 30 days late ) XX/XX/XXXX ( 30days late ) XXXX XXXX : XX/XX/XXXX ( 30 days late ) XX/XX/XXXX ( 60 days late ) XX/XX/XXXX ( 90days late ) XX/XX/XXXX ( 120 days late ) XX/XX/XXXX ( 30 days late ) XX/XX/XXXX ( 30 days late ) XXXX XXXX XXXX XXXX : XX/XX/XXXX ( 30 days late ) XX/XX/XXXX ( 30days late ) XX/XX/XXXX ( 30 days late ) XX/XX/XXXX ( 30 days late )
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I ordered a replacement card from Amex, which they fedexed to me. The XXXX got lost. Now amex refuses to replace the card they lost. NOTE : this is in relation to my business gold rewards card NOT my XXXX XXXX ( whose number I provided )
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-07-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A