Date Received: 2023-07-15
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/XXXX, I received an email promotional offer to apply for the American Express Business Gold card. It stated I was pre-approved for the card, and that I would receive a welcome bonus of XXXX reward points after spending {$10000.00} in the first 3 months. I previously had the card but closed it in good standing in XXXX, so I called to ensure the offer was still valid since I previously had a similar card in the past. I spoke to an agent in early XXXX to verify that I would still receive the welcome bonus, and they confirmed that I would. Ive had active accounts with Amex since XXXX, and the promotional email included my existing card number on the top of the email. This made me further believe that Amex knew it was offering me a welcome bonus to an existing customer, and knew I had the card in the past before sending me the promotional offer advertising the welcome bonus. ( See attached screenshot photos of the welcome offer email ) Only after I got confirmation from the agent that I would receive the bonus, did I apply for the card. Once I spent {$10000.00} within several weeks, I called to inquire about the welcome bonus offer. The agent stated that I did not qualify because I previously held the card in XXXX, and that customers could only receive the bonus once per lifetime. I shared that I called in advance of applying for the card, and that the agent informed me that I did in fact qualify. So they opened a case to investigate whether they could make the award. After opening 2 cases to investigate whether someone told me this information before I applied - no results were shared with me other than the decision that I did not qualify for the bonus. There is a {$290.00} annual fee for this card, and the welcome bonus was a major consideration before applying for the card. The welcome bonus has still not been awarded.
Company Response:
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: To whomever it may concern, I have XXXX American Express cards, both of which have been affected by problematic junk fee charges based on situations related to banking administrative errors, rather than lack of funds for payments. Complaint ID : XXXX was filed for a similar situation with my other AMEX card XXXX The excessive junk fees charged to my AMEX cards for an account that is : ( XXXX ) in good standing and never missed a payment/had late payment. ( XXXX ) only had payments returned because of negligence on the part of XXXX XXXX. I had several issues with my XXXX debit account this year, which led me to sending a message to XXXX inquiring about potentially closing the account. They responded saying they were closing the account once it hit XXXX balance. In fact, the messaging from XXXX XXXX said : " The account will close when there are no pending transactions and there is a XXXX balance. If your account has a positive balance, we'll mail you a check for the remaining funds XXXX business days after the account is closed unless you transfer those funds to another account. '' Because this account is a secondary account in which I do not keep much money, I decided to just spend the remaining money on payments towards my credit cards and transfer the remaining money to XXXX of my XXXX XXXX accounts. XXXX XXXX then proceeded to deny my transfers to XXXX XXXX in addition to denying my credit card payments, despite there being more than enough money in the account to cover the costs. Although American Express is not liability for XXXX Bank 's administrative errors, AMEX is liable for continuously charging inordinate fees for issues that are well beyond consumer control. They did something similar to me last year when XXXX XXXX had to change my account number due to fraud. Not only does AMEX charge a fee for such an error, they charge XXXX FEES for a single payment, amounting to XXXX {$29.00} charges ( {$87.00} ). This is essentially an {$87.00} charge per mistake of another banking institution. This is clearly predatory behavior, and likely illegal under consumer protection laws. I am currently in XXXX, but before I left the country, I called AMEX on XXXX separate occasions, wasting over an hour of my time on hold for them to say they will " escalate my concern, '' only to do absolutely nothing to address the inordinate fees charged to an account of a responsible customer that has never had a late payment on the card.
Company Response:
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: To whomever it may concern, The excessive junk fees charged to my AMEX cards for an account that is : ( 1 ) in good standing and never missed a payment/had late payment. ( 2 ) only had payments returned because of negligence on the part of XXXX Bank. I had several issues with my XXXX debit account this year, which led me to sending a message to XXXX inquiring about potentially closing the account. They responded saying they were closing the account once it hit XXXX balance. In fact, the messaging from XXXX bank said : " The account will close when there are no pending transactions and there is a XXXX balance. If your account has a positive balance, we'll mail you a check for the remaining funds XXXX business days after the account is closed unless you transfer those funds to another account. '' Because this account is a secondary account in which I do not keep much money, I decided to just spend the remaining money on payments towards my credit cards and transfer the remaining money to one of my XXXX XXXX accounts. XXXX Bank then proceeded to deny my transfers to XXXX XXXX in addition to denying my credit card payments, despite there being more than enough money in the account to cover the costs. Although American Express is not liability for XXXX Bank 's administrative errors, AMEX is liable for continuously charging inordinate fees for issues that are well beyond consumer control. They did something similar to me last year when XXXX XXXX had to change my account number due to fraud. Not only does AMEX charge a fee for such an error, they charge THREE FEES for a single payment, amounting to three {$29.00} charges ( {$87.00} ). This is essentially an {$87.00} charge per mistake of another banking institution. This is clearly predatory behavior, and likely illegal under consumer protection laws. I am currently in XXXX, but before I left the country, I called AMEX on three separate occasions, wasting over an hour of my time on hold for them to say they will " escalate my concern, '' only to do absolutely nothing to address the inordinate fees charged to an account of a responsible customer that has never had a late payment on the card.
Company Response:
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I contacted American Express via chat in XX/XX/XXXX to close my account ending in XXXX. The agent refused to close my account and advised me to send an email to the company. I closed all my previous credit cards with American Express via chat since XXXX.
Company Response:
State: NC
Zip: 27705
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: on XX/XX/2023 I received a phone call from XXXX XXXX XXXX stating I needed to pay a monthly installment of {$81.00} dollars on an American Express credit card debt by XX/XX/XXXX XXXX.I explained to them this amount was paid on XX/XX/2023 -- they stated they had no record of this but I do ( it shows my payment on American Express account spread sheet ) ..this is the second time in 3 months XXXX XXXX Solutions have attempted this double payment " spiel '' ..I became highly agitated when they would not correct themselves..this is excessive erred accounting or attempted fraudulent collection proceedures... it is my understanding they have had multi numerous complaints of this " high handed '' procedure ... I request that they cease any communication to me through preverication as I continue to submit {$81.00} monthly payment
Company Response:
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hello, Im writing due to American Express refusing to update my account balance to {$0.00}. I paid the account off in XX/XX/2023. I also spoke with American Express representative who have send me a email saying my account balance is {$0.00}. They are saying theres a block, which is preventing them from reporting it. This is not true per all 3 credit bureaus. When I try to dispute it through all 3 credit bureaus American Express is saying that the account balance and history is current and its not. Ive mailed in all supporting documents including my account statement from them showing the {$0.00} balance but they are still refusing to update it. Ive been asking since XXXX and have not gotten anywhere. Please help!
Company Response:
State: SC
Zip: 29649
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Inquiries not authorized : AMEX XXXX XXXX, XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX- not my account showing charged off XXXX of XXXX but still shows missed payments till XXXX of XXXX as if account was mine or even open. This account is not mine I have no knowledge of this account. It is also being reported differently to each credit union different last payment dates charge off dates and other mismatching information. This account is not mine and needs to be removed please help.
Company Response:
State: FL
Zip: 32701
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: In XX/XX/XXXX, American Express raised my APR to 28.99 %. Unfortunately, I did not become aware of this until XX/XX/XXXX. American Express states that it raised my APR to this amount due to a late payment. I normally make payments through the American Express mobile application or their website, and there may have been times where I mistakenly scheduled a payment past the due date. The company charges late fees, which I understand, but raising the APR to this astronomical amount is predatory behavior and directly impacts my ability to pay down this debt. I asked American Express to lower my APR back to the 12 % or 14 % that it was previously, and to credit or otherwise adjust my account balance to reflect interest fees at that APR. I felt this was a reasonable request, where I would still be responsible for interest fees at a still above-average rate due to my credit. I have had this account since XXXX, and have maintained the account in good standing the entire time. American Express refused to make any adjustments to the account, stating that it has a rigid policy that prohibits any exceptions, even though it recognized this rate as egregiously high. American Express 's own website provides guidance on debt settlement : https : //www.americanexpress.com/en-us/credit-cards/credit-intel/what-is-debt-settlement/ which states, " Create a realistic repayment or settlement proposal. Create a budget to determine how much you can pay. Although debts are typically settled as a percentage of the total balance owed, it can help to have a good idea of a concrete dollar amount. '' " Present your proposal to your creditor and negotiate. Negotiation will likely require persistence and persuasion. It might even take more than one call. Experts recommend having a clear, concise narrative when explaining your financial hardship '' I estimated the overage in interest charges to be approximately {$2500.00} since XX/XX/XXXX. Given my current balance is approximately {$3500.00}, I requested to settle my debt today with American Express at a reduced amount. I was told that American Express will not consider a settlement while my account remains active in good standing, and, moreover, closing my account while in good standing with an outstanding balance is also insufficient for them to consider a settlement offer. American Express is forcing me to consider delinquency and default, which will damage my credit, before it will even consider settlement on the outstanding debt, the majority of which is due to egregiously high interest charges.
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Dear officer, This is a loyal customer of American Express ( since XXXX ). I have had an issue with the {$200.00} FHR credit on my XXXX XXXX account in the year XXXX. Multiple cases have been opened on my behalf with AMEX but none of them have resolved this issue, so I have to make this complaint to CFPB. What has happened is really simple, as shown in my attachment 'Card transaction history ', there are XXXX {$200.00} been given to me from FHR on XX/XX/XXXX and XX/XX/XXXX, and {$400.00} in total reversed FHR credit by 3 transactions on XX/XX/XXXX and XX/XX/XXXX. I have one valid booking of {$400.00} on XX/XX/XXXX ( that I have not canceled and stayed on XXXX XXXX ), and all other FHR transactions that are greater than {$200.00} would balance out as those are FHR reservations made and canceled later. Therefore, I have attached my valid FHR booking for one night in XXXX ( attachment 'XXXX XXXX XXXX ' ), which should be qualified for the {$200.00} credit according to your benefit terms ( also attached " XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' ). The benefit terms only indicate that 2-night stay is required for " The XXXX XXXX '', not " XXXX XXXX XXXX XXXX ''. The hotel I stayed at is XXXX XXXXXXXX XXXX XXXX XXXX XXXX indeed an FHR hotel. I am really tired of arguing with AMEX back and forth about this, please do a thorough investigation and credit the {$200.00} FHR credit to my account to resolve this. Otherwise, I will have to escalate this to small claim court, which would be waste of time for both sides. I truly appreciate your assistance.
Company Response:
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: XX/XX/2023 - I was sent an email offer for a promotion to lower my interest rate on purchases to 3.99 % for a defined period of 6 months. XX/XX/2023 - I accepted the promotion that was offered. From XX/XX/XXXX - XX/XX/XXXX I used my card on purchases more frequently than usual because of the lower 3.99 % rate that was offered. Rather than use other credit cards which were at a much higher rate, I enjoyed taking advantage of the offer made by American Express. I also saw this as an opportunity to earn Skymiles under a lower purchase rate. During this time period I have made all of my payments on time and was even offered a card upgrade on numerous occasions. Holding a higher than normal balance during this time was completely reasonable given the lower rate. There were no excessive purchases and my balance to available credit limit remained below 50 %, despite the promotion. Once again, I was offered this promotion to clearly use the card for purchases during this time period, which I did. XX/XX/2023 - I received a surprising email correspondence indicating my credit limit was being reviewed for a reduction and if I made a significantly large payment of XXXX within 3 days, that review would no longer occur. Let me add, this was sent during the promotion period. The demand felt like ransom in nature and completely contradicted the offer that I accepted in XXXX to use this card for purchases at the promised 3.99 %. I made a phone call to American Express to ask for a more defined explanation and to communicate my concerns of the credit impact this would have on myself if they reduced my credit limit. I explained that it felt unfair to be offered a promotion intended to encourage more usage of my credit line and then have them turn around and reduce it, ultimately hurting my credit score with all applicable bureaus. The customer service representative shifted accountability to another department and assured me this was only a review that occurs. I was still concerned but felt American Express would review my conversation with their customer service representative and realize how misleading the promotion has been as well as the negative impact this will have on their customer. No further communication was received by American Express. XX/XX/2023 - I received an email correspondence that my credit line was reduced. Not only was it reduced, it was reduced so low, my balance is nearly at that limit. My credit scores will be negatively impacted and this will certainly impact our family in the event we need to seek financing in the near future. I realize American Express has the authority to reduce a credit line under certain defined circumstances. However, this decision was made after a promotion was accepted that encouraged purchases, all payments were made on-time, and my concerns were communicated regarding the unfair impact this may have on myself. While this does negatively impact my family, I am sure this practice has created financial setbacks for many other families. It was enticing, misleading, and felt bullying in nature.
Company Response:
State: OH
Zip: 45230
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A