Date Received: 2023-07-01
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: American Express closed my XXXX XXXX XXXX XXXX XXXX Credit Card on XX/XX/2023. American Express continues to hold {$770.00} of my money. American Express has made no attempt to refund the outstanding balance and holds my money without crediting any interest.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/XXXX I made a federal income tax payment of {$7000.00} and {$170.00} through the tax payment preparer software website XXXX which was for federal income tax and the payment processing fee associated with paying it with a credit card. I made this payment transaction through my Amex Business Gold Credit card with the understanding that I would earn Amex Membership Rewards points back on the payment and the payment would count as an eligible transaction towards the sign up bonus of XXXX Membership Rewards points for {$10000.00} of purchases within the first 3 months of opening the card. Income tax payments to the IRS are not excluded from the offer and through earning points through the Membership Rewards program according to my terms and conditions of the credit card upon signing up. I also receive regular marketing emails from Amex stating the following " Earn Rewards on Your Tax Expense - You can earn rewards on your tax-related expenses by putting IRS payments on your Card using secure payment processors ''. On XX/XX/XXXX I submitted a formal complaint to Amex through their customer service representatives over the phone regarding the decision to not deem my IRS income tax payments as eligible for Membership Rewards or towards the sign up bonus. I received a decision for this initial case on XX/XX/XXXX. The decision from this case was the following according to the customer service representative " We've thorougly reviewed your concern and please know that eligible purchases do not include fees or interest charges, purchases of traveler 's checks, purchases or reloading of prepaid cards, purchases of gift cards, person-to-person payments, which includes federal income tax payment, or purchases of other cash equivalents. '' and " ... our backend team determine that the charge for {$7000.00} is ineligible purchase towards your welcome bonus .... ''. The company is refusing to uphold the terms of their card sign up bonus nor what they are marketing in their email marketing communications to card holder members. The reasoning for denying the charges from being eligible for Membership Rewards is contradictory with the companies own language on their website and marketing emails as well as what is in the sign up terms for the bonus they offer to new card members. I was effectively tricked into paying my federal IRS income taxes through a credit card, paying a fee for doing so due to the payment processor requiring a fee by credit card and then being told that these transaction despite not having any language towards not allowing them from being eligible ( in fact the opposite if you are to believe the marketing emails I receive weekly regarding this point ), are actually not eligible.
Company Response:
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: American Express not honoring the promotional language on the website + commitment of their agent. American Express offers Platinum cardmembers access to Fine Hotel & Resorts ( FHR ) which gives card members benefits such as XXXX late checkout, free daily breakfast, and on-property credits. The XXXX XXXX XXXX XXXX for XXXX showed up listed for a 25 % discount off nightly room rate in addition to Fine Hotel & Resorts benefits. On XX/XX/XXXX, I called American Express because the website was not applying the 25 % discount. American Express representative called XXXX XXXX XXXX to honor the rate and after multiple hours, she called me back to inform me that XXXX XXXX XXXX would honor the 25 % discounted rate and offer the FHR benefits, but I would need to call back in the morning because she got disconnected and when she tried calling back, they informed her that the In House Reservation desk had closed for the night and I would need to try the next morning to finalize the booking. When I called back the next morning ( XX/XX/XXXX ) and explained the issue to the new Amex representative XXXX XXXXXXXX XXXX, she informed me that the XXXX XXXX XXXX would not finalize the booking at the 25 % discount + FHR benefits. I asked to escalate the case to a supervisor, the supervisor ( XXXX XXXX confirmed that I would not be able to get the 25 % discount + FHR benefits. I requested for the issue to be further escalated. She informed me that the best she could do was file an internal complaint ( XXXX ).
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: See the attached complaint about American Express failing to pay XXXX {$160000.00} in settlements on our merchant processing account.
Company Response:
State: MN
Zip: 55416
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: American Express ( AMEX ) is inaccurately reporting 2 late payments for XXXX and XXXX XXXX XXXX on an old, closed and paid off credit card! I was never late on making payments when I had this card and when I spoke to Amex in the past, they verified that I was never late as well and that the late reportings were due to fees. I was advised by Amex that they would remove the late payments and update the credit reporting agencies with the correct information of no late payments. As of today, the 2 inaccurate late payments still shows on my credit reports and have not been corrected! I previously had spoken with the cc department and was advised that this would be resolved and updated, however, whenever I send the dispute to update it, Amex updates the same information, containing the 2 late payments. This is frustrating and very stressful to my life!
Company Response:
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-02
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: On XX/XX/XXXX I requested a replacement card & have not received it since then after chatting with XXXX through the live chat feature provided on the americanexpress.com website
Company Response:
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: A account was opened fraudulently in my name Ive reached out to resolve it and have it removed and nothing has happened its affected my credit and personal life tremendously
Company Response:
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am requesting that American Express increase my limit back to XXXX. I have been a client of Amex for 5 years with XXXX personal credit cards, and one business card. A few months ago, Amex decreased my credit limit to XXXX. It is important to note that I was never late on any of my Amex accounts, and I never held a huge balance even though this card was XXXX. I was informed that Amex performed a soft pull and made a decision based on balances on other cards that have since been paid down, and a late payment reporting on an auto loan which is inaccurate, and I am in the process of filing a lawsuit against the credit bureaus. If someone from Amex would have reached out to me prior, then they would have gotten this information from me, and we could have avoided this. I will be submitting my credit card statements, bank statement, notice of lawsuit, and the reconsideration letter that was faxed to Amex. My bank statement will show that I am more than capable of making monthly payments, so I am frustrated that I am even going through this process. I love my relationship with Amex and would like to continue to grow with them. I have no desire for a credit card with that low of a balance. Please increase my card back to {$12000.00} as this has been a miscommunication.
Company Response:
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-02
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: this is the second time i have applied for credit or credit line increase where i received the following response : " You are participating or have recently participated in a payment relief or deferral program, receiving modified terms, or credit counseling services, on one or more of your accounts or loans. '' this information is inaccurate i have not received any payment deferral in the past, currently or recently. i have asked to be furnished with proof of this assistance and no one has been able to produce anything. american express is stating that they got the information from XXXX. when i contaced XXXX they stated there is nothing stating that on my report. also XXXX loan was denied for the same reason stating that i had a modification of payment loans issued by a lender. which is also inaccurate. i do not have any deferral loan or credit card payments on any of my accounts.
Company Response:
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Amex platinum advertises card holders have access to priority pass, but certain places don't accept Amex priority pass customers. For example XXXX XXXX 's are XXXX will only accept priority pass thru Master card and visa, not Amex. It's not clear on Amex or priority pass thats the case.
Company Response:
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A