Date Received: 2023-07-13
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: American Express suspended my Bluebird account twice unexpectedly and leaving me without any recourse. It appears that American Express pays substandard wages to customer service representatives out of the United States who are unable to comprehend the complex banking regulations of the United States and limit the call interaction to a canned script. American Express alleged both times that I supposedly violated Section 22D from their member agreement. The first suspension was after I transferred {$55.00} from my checking account at another bank. I reported the attempted fraud from American Express to my checking account institution, prompting American Express to unblock the Bluebird account and I proceeded to inform my banking institution. During the suspension period, I investigated reviews from other customers and found that American Express suspends accounts for trivial reasons. So, after American Express restored my Bluebird account, I decided that it was best to spend the card balance immediately rather than allowing American Express to arbitrarily suspend my account again. My intuition was correct because American Express suspended my account the next day with {$0.00} remaining. It seems that prepaid cards are not strictly regulated as credit cards in the United States and American Express abuses the system.
Company Response:
State: MA
Zip: 02148
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: The following is from a letter sent to me by American Express detailing all of the problems they have created for me since XX/XX/XXXX. " Dear XXXX XXXX XXXX XXXX We are writing regarding a recent inquiry on your above account. We received a payment of {$8800.00} and the credit appeared on your account ending in XXXX. Please be advised, we transferred the payment of {$8800.00} from your account ending in XXXX to your account ending in XXXX. The debit adjustment can be seen on XX/XX/XXXX statement of your account ending in XXXX and corresponding credit adjustment can be seen on your XX/XX/XXXX statement of your account ending in XXXX. Inadvertently, we issued an extra debit of {$8800.00} on your XX/XX/XXXX statement of your account ending in XXXX. In order to rectify, we issued a credit of {$8800.00} and the adjustment can be seen on an upcoming statement of your account ending in XXXX. Similarly, we issued two extra credit ( XXXX ) of {$8800.00} on your XXXX and XX/XX/XXXX statement of your account ending in XXXX. In order to rectify, we issued two debit ( XXXX ) of {$8800.00} and the adjustments can be seen on an upcoming statement of your account ending in XXXX. We have reviewed your account for any effect this has had on interest charges, delinquency fees, late payment fees, over limit fees, returned check fees, rebates or Membership Rewards points and have made adjustments, if necessary. While we investigated this inquiry you were not responsible for paying the amount under review. Since this concludes the Customer Service investigation, we have reapplied the amount ( XXXX ) under review of {$8800.00} to your account, which will reflect on your upcoming statement. '' I was told by XXXX XXXX, an account executive, that these transactions originated when an employee incorrectly applied a payment to a Gold Card that I closed in XXXX instead of my currently open Platinum Card. To add to this mess, yesterday I received a letter stating that my name had been changed on the closed card and they were issuing a new card to me in XXXX business days. I never requested these changes and XXXX ( employee # XXXX ) told me to " not worry about it '' and that the letter didn't come from American Express, despite me having it in my hand and it coming from their address with their logo and all the account information for me on the letter. I asked to open a dispute and this morning I woke up to an email saying they had filed a dispute regarding the {$8800.00} AGAIN on the Platinum Card and not the potential credit card fraud on the closed Gold Card. I have requested help multiple times and called dozens of times attempting to pay the {$8800.00} that they keep moving from card to card. Finally, in XXXX I was forced to pay a bill of over $ XXXX in order to avoid excessive interest and a bad mark on my credit after they added {$17000.00} to my Platinum Card with no notice what so ever, which could have been avoided had they just let me pay my bills in full in XXXX and XXXX. This is abuse and harassment that does not seem to have an end in sight and I need help. At this point it is either you or an attorney since American Express is only out for themselves and sees nothing wrong with their actions.
Company Response:
State: TN
Zip: 37814
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I've been a victim of multiple identity thefts, and have an existing credit freeze and fraud alert on my credit file for all three three bureaus. On XX/XX/23, I received an email from Amex at around XXXX that a new Credit Card was approved under my name. I could not have opened this account as I was asleep. I called Amex fraud department, verified my identity, and the first person I spoke to denied that a new card was opened under my name & no such email was sent. I suggested her to transfer me to identity theft department or applications department. She then corrected herself saying she found the email and transferred me to another department. I spoke with XXXX from applications departments and she asked me to verify my identity again and asked if I opened this card. I told her I would have not been calling if I opened the card. She asked which XXXX XXXX card seemed fraudulent and I answered that I do not have that information as the approval email sent to me just says XXXX XXXX. I asked her how new card was opened under my name if my credit is frozen and I have a fraud alert on my account. She then transferred me to Identity Theft department where I spoke with XXXX. XXXX asked me to verify my identity again, and verified that there were TWO cards under my name that were not authorized by me. I informed him that I have a credit freeze and a fraud alert on my credit, so this should not have been approved in the first place. He opened an investigation into the fraudulent card opened under my name.
Company Response:
State: CA
Zip: 90057
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have had a cobrand American Express credit card for XXXX years ; it is my oldest/longest-running credit card and essential to the health of my credit score. When I opened this card, it was the Starwood Preferred Guest ( SPG ) cobrand credit card with an annual fee ( there was also a no-fee version, but I elected for the fee version ). When SPG merged with XXXX, I was issued a revised XXXX XXXX cobrand Amex, also with an annual fee. In the process of rebranding to XXXX XXXX, it appears they eliminated the no-fee cobrand card option. I no longer want to pay an annual fee, but Amex will not let me transfer my account to any other Amex product and maintain my same account / my same credit history ; the only option they are offering me is to fully close my XXXX XXXX Amex account and reapply for / open a new Amex account in order to get a no fee Amex card. Doing so would eliminate my XXXX years of credit history ( which I want to keep growing ) and adversely affect my credit rating ; it feels as if Amex is holding me hostage if I want to maintain long credit history and a good credit rating. I still want to be an Amex cardholder, I just want to transfer my account number to a new, no fee card outside the XXXX XXXX cobrand portfolio without needing to fully close my account and apply for a brand new card from scratch ( since Amex eliminated the no fee SPG cobrand card that used to exist, and that I had the ability to switch to when I first opened the card ).
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I've been a victim of multiple identity thefts, and have an existing credit freeze and fraud alert on my credit file for all three three bureaus. On XX/XX/23, I received an email from Amex at around XXXX that a new Credit Card was approved under my name. I could not have opened this account as I was asleep. I called Amex fraud department, verified my identity, and the first person I spoke to denied that a new card was opened under my name & no such email was sent. I suggested her to transfer me to identity theft department or applications department. She then corrected herself saying she found the email and transferred me to another department. I spoke with XXXX from applications departments and she asked me to verify my identity again and asked if I opened this card. I told her I would have not been calling if I opened the card. She asked which XXXX XXXX card seemed fraudulent and I answered that I do not have that information as the approval email sent to me just says XXXX XXXX. I asked her how new card was opened under my name if my credit is frozen and I have a fraud alert on my account. She then transferred me to Identity Theft department where I spoke with XXXX. XXXX asked me to verify my identity again, and verified that there were TWO cards under my name that were not authorized by me. I informed him that I have a credit freeze and a fraud alert on my credit, so this should not have been approved in the first place. He opened an investigation into the fraudulent card opened under my name.
Company Response:
State: CA
Zip: 90057
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
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 went to upgrade my XXXX XXXX card with AMEX but they opened a new credit card and a new XXXX XXXX without giving me any notice. Now when I have tried to close it they have sent me back and forth to XXXX.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I closed my American Express ( AmEx ) Platinum card account earlier this year because American Express had failed to deliver on its promise to giving points for a stay at a luxury hotel even though they'd stated multiple times they would. I then later decided to reinstate my account to which they say I could not do that and had to start a full new application ( a process wherein they'd re-check my qualifications/credit from scratch again ) which I was a bit surprised about especially since I've been a member of AmEx in one or another for over 20 years. So I took the hit on my credit again during their re-application process and they stated at the time and repeatedly during follow up conversations with their agents on the phone that because this was a new application that I'd get new membership welcome reward points if I spend a certain amount by a certain date. I got accepted for a new card and proceeded to spend as much as possible on my card ( and was checking periodically along the way with AmEx agents who kept on confirming that I was closer and closer to the goal of getting my welcome reward points ). After reaching the target for getting the signing bonus points, XXXX changed their mind and stated that the signing points bonus were now supposedly only meant for 'brand new ' applicants which they had never never talked about before! I found that reversal both sad, disturbing, and frankly dishonest, especially because multiple AmEx agents had confirmed I'd get those points if I kept on spending and reaching the stated goal. Please also note that my new card does not have the same number as the old one I had so for all intent and purposes I'm a new applicant even from their perspective! As you can tell by my story it's the second time AmEx does not fulfill its part of the deal for a card that's marketed primarily as a reward-type card and for which I pay over {$690.00} a year in membership fee!! Additionally, when I closed my prior card/account I never got the points that were left on that old account but for some reason they don't consider these old points mine and didn't give them back when I open a new card -even though they pretend that I'm not a 'new " applicant. Quite contradictory as you can tell. Thanks in advance for your help and assistance.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied to American Express for a XXXX XXXX credit card. They advertised a XXXX mile bonus if I spent {$2000.00} in the first 4 months. I spent the money but did not receive the bonus miles. When I called them they said that the bonus was denied because I had applied for too many other cards with bonuses then canceled the credit card after a while. They did not however provide any specifics as to which credit cards they were talking about and refused to send a formal letter stating specifically why I did not receive the bonus miles and which other accounts they were referencing in the refusal to grant me the bonus miles. They also stated that during the application process I was given the option to not go forward because I would not receive bonus miles. I do not remember seeing this page and again they would not provide proof that it was shown to me..
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/2023 - Payment made for American Express account for {$1800.00} but I had insufficient funds, my paycheck didnt post for another few hours. XX/XX/2023 - I receive direct deposit paycheck and my bank account has more than enough to cover funds. The {$1800.00} is returned, I call American Express and they advise me to make another payment because the {$1800.00} will not re-attempt. I have enough funds, and send a payment of {$1700.00} to American Express. XX/XX/2023 - Both payments of {$1800.00} and {$1700.00} are billed to my checking Account. I am overdrafted, and my American Express card is not working and my XXXX XXXX XXXX debit card is not working, despite my XXXX XXXX XXXX saying they cleared the {$1800.00}. XX/XX/2023 - I contact XXXX XXXX XXXX and American Express to resolve. XXXX XXXX XXXX opens a fraud investigation, and told me it will take 40 days to research. American Express told me they can not do a stop payment, and will reattempt to draw the funds 3 times. XX/XX/2023 - I am still overdrafted despite having around {$1200.00} in my bank account in reality. I contacted American Express again for a stop payment request, and they say they need an electronic letter from XXXX XXXX XXXX. I contacted XXXX XXXX XXXX for a an electronic letter they can send to American Express, or a way to stop the auto draft, but they will not stop the auto draft. Consumer banking, my money would have been safer underneath my mattress.
Company Response:
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2023 at around XXXX XXXX my XXXX card was declined after I tried to purchase goods and services from another merchant that is selling equipment and furniture for my business. Immediately after, my credit limit status was changed from " no-preset limit '' to {$4700.00}. When I called that same day, I was told by several representatives that this desicion was made by their system because they believe that this merchant shares an " affiliation '' with me and that this transaction violates their merchant agreement. They stated very vaguely that an affiliation could mean an association or relationship between me and the merchant that relates to the business. However, there is no merchant agreement that would state this policy nor is there any mention of this process on the cardmember agreement that I signed and received. This policy was never stated or mentioned in any of the terms of service, agreements or documents that I signed and agreed to when I first submitted my application. I was informed by the last representative on XX/XX/XXXX that I would receive a phone call from their supervisor within 24 hours, which never happened. I called again on XX/XX/2023 at XXXX XXXX and was told by a supervisor that my only option was to speak with customer service. The representative gave me a link to the digital copy of a XXXX cardmember agreement, which does not specify anything about this " merchant agreement '' policy, nor that they do not allow certain transactions between cardmembers and merchants who are affiliated with eachother in some way. Additionally, the US cardmember agreement fails to mention anything regarding merchant affiliations with cardmembers or " merchant agreements ''. Lastly, I spoke with a customer representative again at XXXX XXXX who then transfered me to XXXX XXXX of the financial review team. I kindly asked her to show me this policy and she repeatedly refused. She stated very adamantly that she does not have to provide me with any information, and that neither she nor American Express will disclose any part of this policy to members and applicants in their cardmember agreement and terms at any time during the application process and during our membership with the card. She also stated repeatedly that this is their " process '' and that nothing will change. American Express failed to provide me with their full terms and conditions before I signed their agreement, and XXXX XXXX of the CRAT department also refused to provide me with the full terms and conditions of the cardmember agreement despite repeated requests, and would not read the written terms. XXXX also failed to specify clearly what this affiliation is and refused to resolve my concerns.
Company Response:
State: FL
Zip: 33026
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A