Date Received: 2023-07-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Amex does not list APRs in the app. You have to logon to a browser to see the APR. with most people managing accounts with their mobile devices, it seems a weird thing to hide.
Company Response:
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XX/XX/XXXX over XXXX XXXX dollars of fraudulent charges were made on my AMEX card. I disputed them. AMEX did not do their due duty to me by making me aware of unusual charges as is their promise on their website. Now my account has been turned over to collections. I have a 35 year history with AMEX. Always paid on time and in full for 35 years. Common sense would tell them that I did not make these charges. In XXXX of XXXX I was notified by XXXX XXXX that my information was stolen from their database through a hack on or about XX/XX/XXXX. AMEX was not interested in seeing this notice and did not want a copy. I have written to the powers that be in HQ about the situation and my only reply by AMEX was via phone saying that they aren't changing their decision. I have repeatedly asked for a written explanation for their decision to hold me accountable and they have refused to provide that. Know that AMEX was not the only entity involved in the theft of my identity. XXXX CC was maxed out, my savings and checking accounts drained, my home equity loan maxed out and a XXXX credit card was opened in my name without my permission with charges made on it. One of my VISA cards was sold to someone locally who went on a spending spree at local mall at a time when I was out of town. ALL companies have made me whole except for AMEX. Reports made to police, FBI, ID theft.gov., all credit Bureaus and FTC . Now I suspect a collections agency will be coming after me even though I have sent the collection agency copies of everything.. This nightmare never ends.
Company Response:
State: NY
Zip: 14216
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX, there is an unauthorized inquiry from American Express on my XXXX XXXX credit report. Let it be clear, I DID NOT APPLY for an American Express card! Nor did I receive any letter from American Express. XXXX XXXX and American Express illegally and negligently simply refuses to remove this inquiry yet it has been confirmed it needs to be eliminated off my credit report. This is the FIFTH TIME I am addressing American Express EGRIOUS NEGLIGENCE! After the XX/XX/XXXX CFPB complaint, I received letters dated XX/XX/XXXX from American Express stating that my application may have been declined in error. We apologize for any inconvenience this may have caused. What does American Express not understand? I DID NOT APPLY FOR AN AMERICAN EXPRESS CARD! Any application American Express received was unauthorized.
Company Response:
State: CT
Zip: 06516
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
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: In XX/XX/XXXX my family purchased XXXX tickets from XXXX to XXXX XXXX for a total of {$5900.00}. In XX/XX/XXXX we called the airline, XXXX XXXX, to cancel one of the tickets for our XXXX daughter who we were no longer bringing on our trip to XXXX. We were told we would be issued the refund onto our credit card within XXXX days. By XX/XX/XXXX we did not receive the refund and we spoke to a representative at XXXX XXXX who told us that on his end the refund was issued, and since we did not receive the refund we should contact our bank. Following this representatives advice, we contacted American Express and they confirmed that we did not receive the refund. They let us know they would be disputing the charge of the single ticket, {$980.00} less the cancelation fees. However, American Express mistakenly proceeded to dispute ALL of the tickets from the reservation. We immediately called back and let them know that they made this error. The representative at American Express told me not to worry and that there was a note that only the single ticket would be disputed despite the entire charge showing the dispute. When this representative told us not to worry, we believed him. You can imagine our surprise, then, when the night before our trip ( departure date XX/XX/XXXX ) we used the XXXXXXXX XXXX mobile app to check-in our family of XXXX and saw that none of our tickets were in the system. We planned this trip for a full year and had XXXX family members coming to XXXX for a celebration. You could imagine the level of panic we faced when we no longer had our tickets the night before our departure as a result of this significant error. In other words, the potential issue I had communicated to American Express in XXXX of XXXX that I was told I did NOT need to worry about DID HAPPEN. We had no choice but to rebook our XXXX tickets on the very same flights the night before ( XX/XX/XXXX ) with a much higher fee for a total of {$11000.00}. We also lost all of our seats, and my young children were scattered all over the plane because we were limited to whatever was available. Rather than costing {$980.00} per ticket as was on our original booking, the new charge per ticket as {$2200.00} more than double. We called American Express multiple times to resolve this issue. Each time, the representative told us they would look into it and get back to us. Each time, we were promised we would hear from a supervisor within 24 hours. However, it took over two months and many, many phone calls for someone to finally listen to the recordings from XXXX when we disputed the charge and then explained we were afraid of all of our tickets getting canceled. One agent then called us to tell us the very best American Express can do is issue us a {$250.00} credit and XXXX miles ( {$250.00} monetary value ). We were very shocked and upset. We asked how it could be that this mistake that cost us over {$6500.00} ( not to mention interest that we must pay since we needed to borrow money to pay this unexpected charge ) was being equated to {$250.00} and XXXX miles? We asked to speak with her supervisor. We spoke to XXXX with the agent number XXXX who told us that : 1. The {$250.00} was an arbitrary number that had no meaning but he guessed that it was based on the card annual fee. 2. He did not listen to the recordings himself and he had little knowledge about the case. 3. He would not allow us to speak to anybody else over the phone about this- neither a supervisor on his level nor anyone else above him. 4. This type of thing could happen with disputing airline tickets ; however, nobody told us of this potential issue in XXXX when we would have either rebooked our tickets back then at the same lower price or canceled the dispute. We are waiting for American Express to refund us the difference of {$6500.00}. Please help us. It is very important for my family to receive this and it has become urgent for us. We can not continue to wait and we need these funds returned to us.
Company Response:
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: [ If this section has lost its formatting, please see the file " XXXX. Amex - XXXX to XXXX '' ] American Express has acquiesced, 3 times to : XXXX. Violation of US Code 1601 ( transparency with credit transactions ) XXXX. Consumer fraud, XXXX. Contract fraud, XXXX. XXXX fraud, and XXXX Credit card fraud Here is the context : I sent XXXX letters to the American Express XXXX XXXX requesting transparency with my credit transactions. Letter # XXXX : Mailed XX/XX/2023 to XXXX XXXX, XXXX His XXXX assistant XXXX XXXX responded to my request for transparency by assuring me Amex complies with all regulatory agencies and I must pay my bills as per the Cardmember Agreement. Letter # XXXX : Mailed XX/XX/2023 to XXXX assistant XXXX XXXX XXXX responded to XXXX XXXX letter by asking them to respond via affidavit, under penalty of perjury, to each of my questions. I offered 21 days from the date of receipt to respond, making it clear failure to respond is acquiescence to those XXXX things listed above. I also offered the opportunity to request an extension, should they need it. I received no response. Letter # XXXX : Mailed XX/XX/2023 to XXXX XXXX, XXXX I sent XXXX XXXX, XXXX a similar letter with identical questions, as well as a copy of my letter to XXXX XXXX. I extended him the same 21 days from the date of receipt to respond via affidavit under penalty of perjury. I made it clear that failure to respond is acquiescence to those XXXX things listed above. I also offered him the opportunity to request an extension, should he need it. I received no response. Letter # XXXX : Mailed XX/XX/2023 to XXXX XXXX, XXXX I sent XXXX XXXX, XXXX a copy of my previous letter, as well as another copy of my letter to XXXX XXXX. This time, I extended him XXXX business days to respond via affidavit, under penalty of perjury. I made it clear that a lack of response would be construed as XXXX XXXX time acquiescing to the XXXX things listed above. XXXX XXXX, XXXX response : I received a letter from XXXX XXXX XXXX, XXXX XXXX, dated XX/XX/2023. His letter simply stated Amex complies with all regulatory agencies and that I must pay my bills on time as per the XXXX XXXX.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX I decided, after a few months of debate to cancel my American Express XXXX XXXX card. The {$650.00} fee seemed too high and the benefits had changed so I called and got an automated line and went through the steps to cancel the card and stop all recurring charges immediately, but when it said " you may or may not get any annual fee back '' I thought I should check with an agent before I finished. So on the SAME PHONE CALL I asked to be forwarded to a live agent. When the agent said I wouldn't get any of the annual fee back because it had been longer than XXXX days I said I'd just keep the card till next XXXX. She said it had already been canceled and couldn't be undone -- this was on the same phone call. I complained that the warning about not getting the fee back wasn't until after I'd completed the other steps she said I'd gotten a letter XXXX months earlier where that was stated. I had read about the fee increase and benefit changes but didn't remember the fine print about the annual fee because I was undecided about cancelling it at that time. I've never known a credit card company to keep all of the annual fee after such a short time. The agent suggested I speak to another department to reinstate the card -- they said they couldn't, it was irreversible. I wrote a letter of complaint to customer service that same day XX/XX/XXXX. A week later I received a letter saying American Express was reviewing my " dispute ''. Around XX/XX/XXXX I spoke to an agent at the number in the letter and he told me American Express XXXX going to reinstate my card but it would take XXXX business days. I was out of the country until XX/XX/XXXX the but kept checking my account and saw recurring charges posting like all was normal, but my online account still said " closed '' I called as soon as I got home and an agent said yes there was a ticket about reinstating the account, but the account was still closed. When I pointed out there were multiple recurring charges on the account that were being accepted-even though I'd chosen on the automated line to stop all charges immediately -- he said that shouldn't be happening and I might have to put a " hard close '' on the account. I said I wanted the account reinstated or some of my money back he said only a supervisor could do that. He called back leaving a message that the closing was irreversible, and my annual fee couldn't be partially refunded because I was warned in writing months before. The automated system is irreversible when they want it to be, but not when I asked for it to be reversed. The warning about losing the entire {$650.00} annual fee should have been the first thing on the recorded line.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Dear Consumer Financial Protection Bureau, I hope this message finds you well. I'm writing to express my concerns regarding the reporting of my charged-off American Express credit card account on my credit report. This account has been officially charged off, however, it continues to be reported as a 'charge-off ' on my credit report for an extended period of time. This repetition implies that a new negative event is occurring each month, which is not accurate. Under the Fair Credit Reporting Act, a charged-off account should be reported as such once, not on a continuing monthly basis. The continuous reporting of the charge-off is negatively impacting my credit score in an undue manner. This incorrect reporting has significant consequences on my financial standing and potential for future credit opportunities. I kindly request your assistance in rectifying this issue to ensure that my credit report accurately reflects my financial history. Thank you for your immediate attention to this matter. Best regards, XXXX XXXX
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2023 I applied for an American Express Hilton card that offered XXXX points when spending {$2000.00} in XXXX months. At first, I got rejected for the card, so I called the customer service line and asked if they can reconsider me for this card. The man over the phone at first said I wouldn't be able to get the points since the offer had expired but I explained it is active on the AMEX website. He then realized he was wrong and figured out a way to get me accepted. I asked him if I will get the bonus points 100 % for sure. He said yes I will. after receiving my card I asked a customer service representative on the mobile chat if I got the bonus points and they said I did not get accepted even though the guy on the phone reassured me multiple times that I got it. I opened an investigation with AMEX but they are taking too long and they explained that there is a chance i will not get it. I want someone to listen to the phone call I had with the agent on XX/XX/XXXX and I want my bonus offer.
Company Response:
State: WA
Zip: 98665
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I hope this message finds you well. I'm writing to express my concerns regarding the reporting of my charged-off American Express credit card account on my credit report. This account has been officially charged off, however, it continues to be reported as a 'charge-off ' on my credit report every month. As well as reporting No Data for some months. This repetition implies that a new negative event is occurring each month, which is not accurate. Under the Fair Credit Reporting Act, a charged-off account should be reported as such once, not on a continuing monthly basis. The continuous reporting of the charge-off is negatively impacting my credit score in an undue manner. This incorrect reporting has significant consequences on my financial standing and potential for future credit opportunities. I kindly request your assistance in rectifying this issue to ensure that my credit report accurately reflects my financial history. Thank you for your immediate attention to this matter. Best regards, XXXX XXXX
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I contacted American Express in XX/XX/XXXX to close my account and deny any future charges. I had already put a freeze online on the account in XX/XX/XXXX. Amex agreed to close the account and deny any future charges. A few weeks later I received a security call stating that there were fraudulent attempts to close the account. I then contacted Amex who told me that they did not properly close the account and agreed to reverse the charges since the account was closed. They also agreed to permanently close the account. A month later I received a bill for additional charges. I contacted Amex again and Amex informed me that the agent did not correctly close the account. They confirmed the account was closed. In XXXX I received a call that someone was attempting to access my account, which was still open. In addition there as a {$300.00} charge on the account. At this time, Amex claimed that I would be responsible for this charge even though they confirmed that I had attempted to close the account and that they had removed the freeze. I am asking you to contact Amex and have Amex remove all charges after I closed the account in XX/XX/XXXX.
Company Response:
State: MA
Zip: 02492
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A