Date Received: 2023-06-28
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: American Express advertised and emailed me a promotional offer for XXXX XXXX points when I opened a new credit card with them and spend {$2000.00} within 3 months. I applied for the card in late XX/XX/XXXX and opened it successfully, nowhere in the application process did they mention the promotional offer would not be available for me. I have now successfully paid the {$2000.00} but Amex refuses to offer me the points. I have text evidence from early XX/XX/XXXX where an American express representative confirmed the bonus amount on my card. Now today XX/XX/XXXX when I checked with American express they claim retroactively that I did not qualify, which I believe if both a lie as well as fraudulent advertising. They have already charged me close to {$100.00} in annual fees and earned many dollars from their merchant transaction fees on my account.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
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 disputed a charge back in XX/XX/XXXX. Ive been back and forth with AmEx for 6 months now! Finally on XX/XX/XXXXXXXX they agreed to refund my money. See final letter attached. Here it is almost two months later and AmEx has never sent the money. Each time I call them I get a person that barely speaks English and they promise the refund will be on my next statement. I would expect such horrible service from XXXX XXXX but never Amex. This is simply a disgrace!
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
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: On or around XX/XX/2022 I used my American Express Card to purchase a XXXX refrigerator for {$1200.00}. When the refrigerator was delivered, it did not quite fit my kitchen space and the deliverymen immediately put it back on the truck for return. XXXX has no form signed by me for the delivery. I was never credited by XXXX for the return. I made about 8-10 calls to XXXX attempting to rectify the problem. Twice I spoke with the XXXX XXXX XXXX and ascertained that they definitely had a record of the refrigerator having been returned. I made repeated attempts to implore the Appliance Division and the Billing Department to communicate with each other, all to no avail. After American Express intervened, I was told by American Express " XXXX states that you still have the refrigerator and that they have no record of your having ever contacted them about this dispute. '' When I provided American Express with the direct phone number for the Appliance Division, to verify the return, I was told " We don't make calls like that ''! American Express has refused to listen to me and to properly process this dispute. Less than 10 days after the return of the refrigerator I used the same American Express card to purchase a refrigerator from XXXX XXXX.
Company Response:
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Despite being protected by the Servicemember 's Civil Relief Act ( SCRA ), American Express ( AmEx ) has erroneously assessed renewal fees onto my account twice this year. The first instance was on XX/XX/XXXX, in the prorated amount of {$31.00}. I contacted AmEx and explained that I was a XXXX XXXX who served on federal active-duty orders ( Title 10 ) for over 30 days in length, from XX/XX/XXXX through XX/XX/XXXX. I further explained that XXXX eligibility extends one year beyond the end of the eligible service. So, my covered period would've been extended to XX/XX/XXXX, which contains the date in question. Instituting a renewal fee is therefore a violation of the XXXX. I opened a case with AmEx for them to review the situation, and after numerous follow-ups, I was incorrectly told that I was not protected under the SCRA. The second instance was on XX/XX/XXXX, in the amount of {$95.00}. I'm a XXXX XXXX currently serving on federal active-duty orders ( Title XXXX ), which began XX/XX/XXXX. Since I'm currently serving on federal active-duty orders over 30 days in length, I'm protected under the SCRA. It's indisputable that I should not have been assessed this renewal fee, and that the fee was applied in violation of the XXXX.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I maintain credit with American Express and pay my bill with them. I recently started a new business that I boot strapped and this resulted in multiple credit accounts being utilized ( it's why I have and build credit ). One of my accounts with American Express reached about 75 % of the accounts credit limit. I received a threatening letter from American Express that if I didn't pay an extra {$1600.00} in 3 days they were going to review my account and possibly reduce my credit. I have maintained all required contractual obligations with American Express and I stated clearly to them that if you reduce my credit for any reason other than default, or multiple late payments that they are in breach of our contract. I will state again : My account is not delinquent. My account has not been delinquent. I have paid on time. I have paid all interest accrued on this account. No where in my contract does it state I have to maintain an amount below a threshold or have my credit reduced. Credit reduction will have an unnecessary impact on my credit and I will seek damages from American Express.
Company Response:
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX, I received a {$250.00} annual membership fee statement from American Express ( Amex ) showing no other balance owed ( see attached ). The next day I phoned Amex to cancel my card; talked to XXXX who assured me the card was cancelled. However Amex continued to bill me {$250.00} plus {$40.00} in late charges every month since then. On XX/XX/XXXX, Amex sent me acknowledgement of my cancellation effective " XX/XX/XXXX '', but claimed I still owed the annual membership fee because my cancellation wasn't " processed '' within 30 days after it was billed ( see attached ). In XX/XX/XXXX, I talked to XXXX XXXX of Amex to get the charges dropped, to no avail. Instead Amex sent my file to XXXX XXXX for collection, which I disputed. I then obtained my credit report and discovered that Amex has been dinging my otherwise perfect credit. So I filed lawsuit in small claims court, which is pending. In response Amex has turned over my account for collection to XXXX XXXX XXXX. This may violate federal collection practices laws.
Company Response:
State: IN
Zip: 46385
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: American Express Cards purchased through company ( XXXX ) to use as employee gifts are being " stolen '' while the cards are still physically in the employees hands ( still in original gift envelope ). Am Ex will not refund any money.
Company Response:
State: CT
Zip: 06614
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I mailed tender of payment to American Express in the form of a {$1.00} United States Postal Service Money Order which is negotiable and backed by gold which is the only real money. It stated " I accept your offer in the amount of {$5900.00} for valuable consideration and tender this payment for the complete amount in Accord and Satisfaction upon accepting this instrument '' They cashed it and credited my account {$1.00} and claim that there is still a balance owed. This in incorrect. They received the payment. They cashed it. Account should show settled. See UCC 3-603 and 3-311 Per UCC this account is discharged for the full amount tendered. Prior to this, many negotiable instruments were sent. At 1st the account was credited and then they were all reversed and my accounts were closed without my authorization.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In late XXXX, I found an offer online for XXXX Hilton Honors points for opening a new credit card account. The only reason I applied was to get those points. I never received any of the points. I have called customer service three times about this one particular, specific issue and was promised that the situation would be resolved to my satisfaction three times. I have never received those points. I met all criterion to qualify for those points. I spent {$1000.00} using the card within three months and have paid all bills in full each month. During my last call I demanded to speak with a supervisor. That customer service supervisor told that because I had closed a previous AMEX Hilton Honors card, that I was not qualified for the points. That information never appeared on the website, in the confirmation email, and was never communication to me in multiple phone calls I had with XXXX beginning the first day I applied for the card. This is a fraudulent offer, very deceptive and I am closing my account and intend to sue them in Small Claims court if it is not resolved immediately!
Company Response:
State: MA
Zip: 01915
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received an American Express Prepaid Card but when I try to use it it is consistently declined. I have tried around 10 times to make purchases at XXXX and XXXX and received error messages, or notices that the payment method needs to be revised. I checked the balance several times on the Amex website and it shows the card as still having the original {$100.00} balance that was added to it. When I searched the internet about this problem to try to identify a solution, I instead found online forums where other people had experienced the same issue, with no resolution. The only tips I found from the company for resolving the issue were things like make sure the card isn't expired, make sure it still has a balance, and make sure the vendor requires the card number, expiration date and security code. I have done all of that ( the expiration date is XX/XX/29 ) and the vendors I was trying to use the card with both require the card number, expiration date and security code. When I called the Customer Service line I was transferred to another number, and then put on hold for 20 minutes. When I finally spoke to someone they told me that many online merchants do not accept their card, and they suggested that I use it at a physical store, and to call the merchant first to confirm that they will accept the card. I asked if they had a list of merchants that accept the card, and they said no. I told her that nobody wants to give someone a gift card that they have to spend hours trying to figure out how to use, and have to call around to merchants to find one that will accept it. And that if the card is only accepted at selected, physical merchants, they should make that clear, and list the merchants.I told the rep that I don't want to call around to stores, obviously, and that I want to use it to buy the things I want to buy, not to walk around trying to find stores that take it. Finally I asked if there is way to transfer the balance to me, to deposit it in my checking account or something. The rep then said she was going to put me on hold to check some information in my account, and then hung up on me. It is very clear to me that Amex is not eager to help people spend the money on their gift cards. Why would they be? I see that Amex was actually involved in at least one class action lawsuit in which they were accused of issuing gift cards that they say can be used " almost anywhere '' that many vendors do not accept. It is my belief, and the belief of others on the forums I visited, that Amex is intentionally selling gift cards that are difficult for users to spend the balance on, so that they are able to keep the funds. Even with a class action lawsuit settlement, I suspect they make more money issuing fraudulent gift cards than they pay out in a settlement. My boss gave me this gift card for my hard work at my job. He wanted to reward me, not give money to Amex, and not inconvenience me and give me a worthless gift card.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A