Date Received: 2023-07-11
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Please reference prior CFPB Complaint : XXXX. In response to AMEX : Youve stated in your previous reply that the reason for closure was for returned payments. However, I was assured by American Expresss support team, that these returned payments would not result in an account closure. Further, American Expresss statements contradict themselves. For example, support teams notified me the closure only happened because our new account was placed under financial review and they found Affiliation with transactions. American Express refused to divulge what affiliation this was, and closed my account based off a couple returned payments and a suspected affiliation with a charge on the credit card. This violates my right to fair information. Any reaction a card company makes and the evidence collected should be of full transparency to the customer. However, AMEX has specifically withheld this information and has also provided statements that do not align with the statements given over the phone and email about the account closure.
Company Response:
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
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: In XX/XX/XXXX, my account was the victim of {$2000.00} fraud. American Express acknowledged it was fraud and eventually refunded the full amount in XX/XX/XXXX. However, a " late payment '' still shows up on my credit report from XX/XX/XXXX for the initial fraud amount that I never should have owed. Also in XX/XX/XXXX, per a discussion I had with American Express customer service on XX/XX/XXXX, American Express experienced a system error that triggered a fraud credit reversal, resulting in a fresh balance on this account of {$69.00}. This account has been closed since XX/XX/XXXX. As we speak, this {$69.00} balance has accrued an additional {$30.00} interest and continues to damage my credit score, which has dropped over XXXX points since this fraud occurred almost 1 year ago. I have been on the phone for hours with customer service, multiple times a month, every month since XX/XX/XXXX, trying to resolve this issue once and for all. Each time, I'm told it's been escalated to their back office team who will investigate and get back to me once they've figured out the issue. I have never received a single call, email, or letter with updates on my case. This is an issue that has been ongoing since XX/XX/XXXX and needs to be resolved. It is completely an error of American Express and their customer service continuously passes me from one agent to another, promising investigations and updates without ever bearing responsibility or fixing the issue.
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
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: The presence of a derogatory rating on my account is deeply concerning to me. I am worried about the impact it may have on my credit, as it has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the significant financial and emotional distress this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33634
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: AMEX OBTAINED MY A COPY OF MY XXXX CREDIT REPORT WITHOUT MY WRITTEN OR VERBAL AUTHORIZATION. I WOULD LIKE TO HAVE THE INQUIRY LISTED BELOW DELETED : AMEX - INQUIRY DATE : XX/XX/2023 2023
Company Response:
State: NY
Zip: 14850
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: American Express is fraudulently reporting an account on my name that does not belong to me. When I previously contacted the company, I was advised that this credit was from my college that I was attending at the time, which I came to find out was not true! This company is reporting this account on my name with an incorrect address and contact information attached. I have never resided at this address. I also would like to see the contact information that this company has on this account, as well as the banking information that they claim to have received payments from. Nothing associated with this account belongs to me and I have also filed a police report with the XXXX Police Department regarding this as well! This account needs to be removed from my name and credit profile/reports immediately, as I am willing to acquire legal aid regarding this as well.
Company Response:
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I went to a club in XXXX on XXXX XX/XX/XXXX XXXX called XXXX XXXX. My friend group and I decided to get a VIP section, to which the front host told me would be {$520.00} total. The next day, I saw my bank statement, and there was a charge for a total of {$850.00}. I called American Express to dispute {$320.00} in this transaction that I was overcharged. A few weeks later, they closed the dispute and said that the charge would remain in my account because the merchant had provided a receipt of the transaction, which I never got. Upon inspection of the receipt, the first thing I realized is that they had forged my signature. I called AMEX to discuss the dispute and they said they couldn't do anything about it even if the signature was forged, and that it was basically my word against the merchant. But because they provided a receipt, they sided with them. They did not care that the signature on the receipt was forged, even when I re-opened the dispute and provided documentation of what my signature has always looked like my entire life.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Dear Sir/Madam, I hope this finds you well. I am writing to lodge a formal complaint regarding a refund check that I have not received from American Express. Despite numerous attempts to resolve the matter by contacting American Express agents, I have yet to receive a satisfactory resolution. I kindly request your intervention in this matter and seek your assistance in ensuring that I receive the credit balance refund check in question. I am awaiting payment of a credit balance refund from American Express in the amount of {$760.00}. However, I have never received this check. I have made repeated efforts to address this issue by contacting their customer service and fraud teams on multiple occasions. Regrettably, I have been unable to receive any assistance or payment of this balance. Throughout the past several months, I have diligently informed customer service agents that I have not received the refund check and emphasized my need for payment. In response, the agents submitted multiple account inquiries to investigate the matter further. However, despite these inquiries, they have routinely failed to contact me about the status of the investigation or offer any resolution to this issue. To provide you with a brief timeline of my interactions with American Express : First Inquiry : XX/XX/XXXX Date check was supposedly sent : XX/XX/XXXX Date check was allegedly cashed : XX/XX/XXXX Customer Service Inquiries : XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX ( all in XXXX ) As I have informed American Express numerous times, I have not received this check and have not been made whole. On XX/XX/XXXX, a supervisor informed me that there was nothing else that American Express could do to assist me in this matter. The supervisor even suggested that I submit a police report, despite the fact that the responsibility lies with American Express to resolve this issue. Unfortunately, I do not possess any information about the check number, the account from which it was issued, or the identity of the individual who cashed it, so I am entirely unable and not responsible for filing this report. Given the lack of progress and the absence of a satisfactory resolution, I am turning to your office for assistance. I kindly request that you intervene and take appropriate action to investigate my complaint thoroughly. It is crucial that American Express promptly delivers the refund check to me, as I have been waiting for an extended period. I have attached copies of relevant documents, including correspondence with American Express, that may assist in resolving this matter. Should you require any additional information or documentation, please do not hesitate to contact me at the phone number or email address provided. Thank you for your attention to this matter.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
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 have serious concerns that American Express ( the Company ) is not adhering to the Fair Credit Billing Act, as it relates to my rights to a timely, accurate, fair, transparent, and equitable dispute process. The Company is also failing to acknowledge and directly reply to my inquiries and submissions in this matter. I have made several attempts, and spent hours of hold and phone time, speaking with the Companys representatives, but have received nothing that could be considered responsive to my several statement and multiple correspondences on these disputes, which have been pending for almost 4 months now. These are high value items ( {$610.00} and {$640.00} ) and given the difficult economic conditions we all find ourselves in, I have serious concerns about the process, investigation, and outcome thus far. I am an XXXX XXXX XXXX years-old, and really should not be required to be this vigilant and attentive to a matter, that by all objective measures, should have been closed in my favor some time ago.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I was scammed using Amex. gift cards.
Company Response:
State: IN
Zip: 46143
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I am writing to file a complaint and demand that AMERICAN EXPRESS promptly address and rectify the numerous violations of federal law that have taken place concerning my account. I expect AMERICAN EXPRESS to provide a swift resolution as outlined in this letter. Failure to do so will leave me with no choice but to initiate arbitration proceedings. Violation of 15 U.S. Code 1691 ( a ) - Discrimination : AMERICAN EXPRESS ' arbitrary reduction of my credit limit without any valid reason or due process specifically targets me. Such actions directly contradict the provisions of this federal law, which strictly prohibit discriminatory practices in ANY aspect of a credit transaction. AMERICAN EXPRESS ' decision to decrease my credit line without my authorization, knowledge, or benefit directly violates federal law and represents a breach of fiduciary duty. Violations of the Equal Credit Opportunity Act and Code of Federal Regulations : AMERICAN EXPRESS asserts compliance with the Equal Credit Opportunity Act and all other applicable state and federal laws and regulations. However, the reduction of my credit limit, based on discriminatory factors outlined in a document from AMERICAN EXPRESS dated XX/XX/XXXX, directly violates 12 CFR 1002.4 ( a ), 12 CFR 1002.7 ( a ), and 12 CFR 1026.12 ( b ). AMERICAN EXPRESS has engaged in prohibited discrimination against me by utilizing information obtained illicitly from consumer reports. This conduct also violates the Graham-Leach Bliley Act, 15 USC 6802 ( 1 ), as my nonpublic personal information was disclosed without written consent. Previous Violations of Federal Law and Damages : Furthermore, I wish to bring your attention to previous violations of federal law referenced in CFPB complaint ID XXXX XXXX. These violations include infractions of 15 USC 1602 ( f ), 15 USC 1602 ( p ), and 15 USC 1691 ( a ) ( 3 ). Consequently, I have experienced financial harm, mental anguish, emotional distress, and an inability to provide for my family, make essential household repairs or improvements, or invest in my business during the XXXX pandemic when financial assistance was crucial. None of the complaints I filed with the Consumer Financial Protection Bureau have been satisfactorily resolved. Below, I have listed all the unresolved complaints : COMPLAINT ID : XXXX DATE FILED : XX/XX/XXXX COMPLAINT ID : XXXX DATE FILED : XX/XX/XXXX COMPLAINT ID : XXXX DATE FILED : XX/XX/XXXX It is vital to acknowledge that AMERICAN EXPRESS ' actions have resulted in multiple violations of 15 U.S. Code 1681o ( a ) - Civil liability for negligent noncompliance. Due to the severity of these violations and the extent of the damages suffered, my demand for remedy is outlined below in detail. I appreciate your immediate attention to this matter. Thank you.
Company Response:
State: MT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A