Date Received: 2023-06-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I signed an agreement with XXXX XXXX XXXX owned by XXXX XXXX and XXXX XXXX. The agreement contained mutual out clause with XXXX days notice. The merchant breached the agreement and disclosed private information on XXXX in the initial weeks of the agreement, they then failed to adhere to the services purchased which was intellectual property ( XXXX Websites plus management of my XXXX XXXX ). I continued until XX/XX/XXXX to get them to honor the agreement and remove my information which was seen by XXXX XXXX people. On that day they assigned me another website drop shipping store that also did not deliver the benefits included in the statement of work embedded in the contract. As of XX/XX/XXXX the one store assigned for that week dropped down to {$0.00} and never met the stated benefit that I would receive as revenue for their service. Amex continued to say something about me being in a XXXX month agreement however as of the date of my initial request to Amex to recover the lost funds which would have been in XXXX of XXXX, I no longer have access to any intellectual property or the revenue generated. XXXX XXXX took all the stores back and the profits received or not received. I notified all my credit card companies and worked to recover the {$120000.00} I paid for a turnkey service. While all the other companies have refunded my money ; Amex refused to recover {$42000.00}. I've reached out to Amex multiple times after following their dispute process which should have been listed as fraud from the start and each time I provided an absorbent amount of documentation they closed the dispute in favor of XXXX XXXX XXXX. Each time I contacted Amex to send me the correspondence they received from XXXX XXXX they sent me an automated email saying check the website for secured messages. However once I notified Amex about the fraud and initial situation they replaced all my cards so the automated emails referenced my old account then the website would not show any information for the card that I replaced only the new card. This has been a disaster and while I have zero balances on my amex cards, the funds at the early direction of XXXX at XXXX XXXX was transferred to two individual banks ( XXXX XXXX and XXXX XXXX XXXX ). I need amex as the purchaser of record to retrieve the money back for services paid for but not rendered so that the balances at the other two banks can be paid off. I'm currently work in with a Special Agent at the FBI with regards to the felony theft and use of personal identification and cards for XXXX XXXX but I need the government to force Amex to retrieve the funds for services not rendered especially since I put a XXXX day out clause.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
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 asked American Express to provide proof of the itemized receipt for a disputed series of XXXX purchases in dispute, american express refused. They allowed XXXX to provide a computer generated statement that simply says " credit sale '' with no itemization and no signature. They refuse to provide the user name or account holder name. As a result these items remain in dispute. Then amex management closed the dispute without my approval, then amex said they can file a fraud dispute, however until we know what the facts are I can not determine if it is fraud or not. I want the CFPB to require that Amex per their merchant agreement require XXXX to provide the itemized invoices that make up each disputed purchase or if not then Amex will find in my favor that their merchant refused to comply with the merchant agreement to provide proper proofs of purchase. There was not need to waste all of our time if they simply complied. I am a small business and when I receive disputed from Amex they require that I reply with the signed copies of the the invoices detailing the itemized purchases. Why would Amex treat XXXX differently than small businesses? Does XXXX have more rights witht he cfpb or FTC regulations than a family business? Does Amex treat family businesses poorly because they are little people. Now on my personal account why would they do this to me? I want the CFPB to contact Amex management and obtain the facts I requested for the charges on my account. Transcript ffrom Amex chat : XX/XX/XXXX Today Welcome back XXXX! In a few words tell me what you need help with or select one of these topics : Your operator disconected, I want copies of the receipts for all the charges in dispute with XXXX. We are entitled to these copies of the actual receipt from XXXX for all these disputed items. A Customer Care Professional will be with you shortly. In the meantime, please provide any information that may help us assist you. All these items remain in dipsute. They will not be paid, I will deduct them while I await copies of all the receipts in dispute. A Customer Care Professional will be with you shortly. In the meantime, please provide any information that may help us assist you. Hello, youre chatting with XXXX from the Fraud Protection Team. Am I chatting with XXXX XXXX? yes Please help me with the last five digits of the card that you are referring to. XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX are these the charges? yes. i want a actual receipt provided by XXXX detailing what was purchased and the accountholders name the purchase was from. I can see these charges are under Billing dispute, I will connect you to a specialist who will help you with all the required information. Please allow me a moment while I connect your chat to a specialist regarding that. In case if you are unable to wait during the hold time, you may dial the number given at the back of your card for further assistance regarding your concern. A Customer Care Professional will be with you shortly. In the meantime, please provide any information that may help us assist you. Hi, XXXX. My name is XXXX. Please allow me a moment and I'll pick up from where we left off. ok Thank you for patiently waiting. I see you wish to have the receipt of the charges from XXXX. Am I correct? We have not heard from you for some time. Do you wish to continue to chat? Yes, these items remain in dispute and will not be paid. I am entitled to know the facts of the charges. The response you provided by XXXX is insufficient and does not meet the cardmember and merchant agreement requirements. After I receive the copies then I will review Sure, let me check this for you. Thank you for sharing. May I please confirm the last 5 digits of the card number you're referring? You must require XXXX to provide the actual receipts with prices and the accountholders name XXXX The XXXX account holders name. Not the cardholders. I can understand, please stay connected. I sincerely apologize for the hassle you faced in this, I'll quickly check this for you. Please stay connected. ok Thank you for patiently waiting. In order to continue, please answer the following identification question in the space provided. To protect your account security, please answer the following question. Answer Submitted This question was answered I am sorry, I see an another email registered with us. I will share the form again. To protect your account security, please answer the following question. Answer Submitted This question was answered Please stay connected. I just tried changing it, but it says " system error '' try again I'm sorry about thatl, the email is linked for additional so if you or me change it then it will only change for your not for the additional user. Also, the receipt I can email will include the charge amount, date and the name of merchant not the itemized receipt. I understand, Just to be sure are you looking for itemized receipts? I am entitled to the actual receipt. You must send the dispute to XXXX requiring them to provide this information. It is part of the merchant agreement and I am entitled to see it. Yes, the actual receipt. Not the automated response from XXXX I understand, the reason you opened the disputes with, we only send the information that I listed above. But I understand you're looking for actual receipts. Just to confirm, are you not seeing these charges listed under purchase history on XXXX? Those purchases are not listed in my XXXX account. Clearly they belong to someone elses account. Got it, is there anyone at your business or in family who may have used your card for these purchases? I have no idea, I dont know what those purchases are. After XXXX fulfils my right to see the receipts then I could research it further. We do not buy XXXX digital, or books, so I know its not ours. I want the receipts as I am entitled to and I want the name of the XXXX account holder. The merchant is in violation of the merchant agreement if they can not or refuse to provide those receipts within 10 days. I understand XXXX, we can't provide receipt for purchases with this reason but XXXX can. But we'll have different process to assist you with these charges. Have you contacted XXXX to get information about these charges? I tried, XXXX states " we can not speak with you about an account you do not own. therefore we can not discuss the matter. '' Understood! In this case the billing dispute won't help you. but we'll have to raise a fraud dispute in this case to better assist you with these charges. Please allow me a moment while I get you connected to our account protection team. A Customer Care Professional will be with you shortly. In the meantime, please provide any information that may help us assist you. ok Hello, youre chatting with XXXX from the Fraud Protection Team. Am I chatting with XXXX XXXX? Yes Thank you for confirming. I have checked and I can see that billing dispute was set up for the charges of XXXX. Please read the prior chat above- it has everything you need I have located all the charges. All these charges are on the additional card XXXX XXXX card right To help you better on this I will set up the fraud case and replace the card for the safety of the card. Please confirm shall I proceed with the fraud case? They all remain in dispute until XXXX fulfils the requirement of proof of the actual invoices detaing the items and prices, and XXXX account holders name I understand, billing dispute was also set up for the charges. Replaceing the card does nothing. in XXXX they retain the ability to re charge the same card and it transfers over to the new card even though the number does not match. That is not a good solution You will not get the charges from XXXX the additional card. We can add merchant block on the merchant. sure, thats fine but none of that resolves the issue. Please require XXXX provide the requested copies Once the fraud case is set up and card is replaced. You will not get the charges from the merchant. not electronic copies, actual invoices with the items listed and prices to match the billed amounts Your solution will not change the charges in dispute, those are from prior to this date, that is not the question For the invoice I would request you to please have a word with the merchant once. It will only prevent future Once the fraud case is set up you will not be liable for the charges. I called the merchant, as previously explained, they refuse to talk to me because the customer who used my card is not me- they said they will not talk to anyone but the XXXX meber themselves, Our team will investigate the case and once the investigation is done we will send the acknowledgment letter too. You will require XXXX respond to the dispute with the actual invoices, itemized with the prices and the XXXX account holders name. That is as required by the merchant agreement I am entitled to that information. Its simple, they must provide the facts. Then we know. There is little need to discuss any other solution at this time. You can handle your work more efficiently by demanding that from XXXX. I have checked and I see that letter from our end was sent to you regarding the billing dispute charges. Taht letter answers none of the request It states that you are liable for the charges. Just to confirm if you want more information on the billing dispute I can connect you with the account servicing team or do you want to proceed with the fraud case? It also fails to comply with the merchant agreement and dispute resolution requirements of merchants I do not want to be bounced around again, Please get me a higher level manager. Jave a senior level manager call me Have I apologize for the trouble caused. Let me check this for you. Please stay connected let me connected you with the supervisor. ok Unfortunately, we're unable to connect you at this time due to technical reasons. We appreciate your patience and ask that you please try again later or call the number on the back of your Card for assistance. An agent has now joined Send me the transcript Hello, youre chatting with XXXX. I am the available supervisor. These items all remain in dispute. I will quickly go through previous conversation real quick and ensure you do not have to explain the situation again. Hi XXXX Thank you for waiting, I really appreciate your time and patience! I have read the previous chat with XXXX, and found that you are concerned about the unauthorized charges from XXXX on your account. I do see that dispute was set up on your account for these charges, however, dispute is not the correct procedure to help you with the unauthorized charges. We need to file a fraud claim on your account for these charges for our team to investigate on it and get to the culprit. As a manager I am sure you can see my request is simple and as of now unfulfilled. According to the FTC and the merchant agreement I am entitled to copies of the documents from the merchant detailing the charges. I also want the user name of the XXXX account. I am entitled to this to prove if there is a fraudulent charge or not. It is a dispute claim until the facts I requested are received by me and reviewed. Save yourself and myself time and respond back to XXXX that these requirements must be met within 10 days according to the merchant agreement. I can certainly understand your point here, however, for your privacy merchants do not share any information about the charge that what was bought or what merchant account was used to make that charge. that is not true. I am a merchant as well, We regularly answer these requests for copies of documents and in the past you have fulfileld these requests for other charges I had disputed. It appears you allow XXXX to follow a different set of rules if you stand by your statement. As I can check, on that dispute it is mentioned that you have an email with the order details for these charges. Did you receive any email regarding this? no I have received nothing in email We certainly do not have any other rules for any merchants, all the rules are same for all the merchants including XXXX. Then according to the FTC federal regulation requires you send me copies of the detailed invoices showing the items and total that make up that invoice. Or XXXX can accept the chargeback and seek colelctions from the owner of their account. But I will be absolved of payment responsibility of you can not provide this information within 10 days. In the interim all these items will remain in dispute. The dispute is showing closed right now. What ever you did is your doing, it is not closed. Since, you have not made these charges I would suggest you to proceed with the fraud case. However, if you only want the details which the merchant provided in this case we will need to re-open the dispute case ask the dispute team to send those details again to you. That is your choice, I can see you want to treat me badly for some reason. I apologize if you feel that way. Yes, re open ( i never closed it ) and get the copies of the invoices as required - tell XXXX they must answer with the copies. Telling someone " I am sorry you feel that way '' is an insult. Its like saying you have no respect for the person and invalidate their issue We never want to give an experience like this to you and I really appreciate your membership with us since XXXX. You obviously do not If you had any respect you and your team would have simply gone back to XXXX and told them their response is inadequate and they will provide copies of the itemized invoices. You have wasted a lot of my time. As you want to get the details from the merchant, I will need to connect you with the disputes team who will re-open the dispute for you and then they will send you the details about the charge which the merchant sent supporting the dispute case. Amex makes excessive and unnecesary requests to waste consumers time costing productivity and tax revenue. This interchange took 2 hours to simply request copies of proofs of what was being charged to my credit card. There is no reason a cc company should not provide copies of the invoices for charges on my credit card account, if they can not fulfil that request then they must chargeback and credit the consumer.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I have been damaged by Amex Credit because their " random '' was not random. The audit was conducted in n retaliation for withdrawing funds in a country where XXXX was not honored. Amex cut my credit value from unlimited to XXXX From XXXX to XXXX and from XXXX to XXXX these actions occurred without my knowledge or consent and caused my credit rating to drop XXXX points ( depending on the reporting agency ) this caused a situation where prior usage was not problematic current usage appeared excessive secondary to the lower limits. Additionally, Amex closed a checking account without my knowledge or consent in retaliation for prior reportage to CFPB of their actions. Their reason claimed was " bad address '' which was due to the input of am employee and had nothing to do with me. The damage us at the point where I downgraded my card because it was not worth maintaining s higher fee on a card worth a few fractions of the annual fee. The actions of Amex despite 19 years of experience and full service banking have now become punitive as I can not reopen my checking account and am being told that I have to prove my income with collateral information that was not necessary to acquire the account in the first instance. The actions of Amex as of this writing remain in violation of the Equal Credit Opportunity Act ( ECOA ), 15 U.S.C. 16911691f, and the Consumer Financial Protection Act of 2010 ( CFPA ), 12 U.S.C. 5536 ( a ) ( 1 ) ( A ) 2 The Federal Financial Institutions Examination Council ( FFIEC ) Interagency Fair Lending Examination Procedures ; page 29. 3 The FFIEC Interagency Fair Lending Examination Procedures ; page 32. 4 12 CFR 345.41 ( a ). 5 12 CFR 345.41 ( c ) ( 2 ). 6 The FFIEC Interagency Fair Lending Examination Procedures ; page 32.
Company Response:
State: TX
Zip: 758XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I called AMEX to cancel my card. During the 9 minute call they went through a number of offers to incentive me to stay. At one point I was told that my card has no annual fee ( although I thought it did ). The representative said it doesn't cost me anything to keep. Ultimately I was offered {$75.00} after spending {$1000.00} to keep the card. A few months later I received an annual fee and called to cancel. The representative said that the {$75.00} was given to offset the annual fee. I don't remember that being true. I explained to the representative I was told there was no fee and wanted to cancel. She then said I would be charged the {$75.00} bonus. This seems like I was baited into an offer under false pretences then charged an annual fee. When I contested the fee, I was charged an amount equal to the offer.
Company Response:
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: AMEX XXXX XXXX, 2023 The federal Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681-1681y, imposes responsibilities on all persons who furnish information to consumer reporting agencies ( CRAs ). These responsibilities are found in Section 623 of the FCRA, 15 U.S.C. 1681s-2. State law may impose additional requirements on furnishers. All furnishers of information to CRAs should become familiar with the applicable laws and may want to consult with their counsel to ensure that they are in compliance. The text of the FCRA is set forth in full at the Bureau of Consumer Financial Protection 's website at consumerfinance.gov/learnmore. A list of the sections of the FCRA cross-referenced to the U.S. Code is at the end of this document.
Company Response:
State: NJ
Zip: 07304
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with non-monetary relief
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: My friend referred me to apply for the American Express Platinum card on XX/XX/2023. I called the representative first to see whether I can receive the Welcome offer 150,000 points and whether my friend will receive the referral bonus points. The agent told me that I need to submit my application first and then they can tell me whether I am eligible. So I submitted my application and was approved right away. I called after my application was approved immediately to confirm if I will receive the welcome offer and got the confirmation that I was eligible to receive and my friend will receive the referral bonus points after 8-12 weeks. The points will be debited in my account after I spent {$6000.00} in first 6 months. To try to expedite the process of getting points, I spent {$6000.00} within 3 months. I called the American Express again during this 3 months to make sure I can receive the bonus points ( Otherwise, I wouldn't hurry to spend so much ). The agent confirmed again that I will receive once I meet the {$6000.00} purchases requirements. So I kept spending and reached the requirements in the third month after I opened the card. I waited over a month but the points are still not deposited in my account. I called American Express and they told me that after confirming with the promotion department, I am not eligible for the welcome offer and won't get the points. They didn't give me the detail reasons, just saying might be because my other existing American Express card or re-application of the same card but they are not sure. However, I never applied American Express Platinum card before, I called several times explaining the situations and phone conversation I had before which several agents confirmed that I will receive the offer. I told them that they can investigate the recorded phone call to verify, they agree to open the case and will get back to me within 8 days. I called after 2 weeks and they said the case was still open. I called again after another month and the agent told me they closed the case with original opinion. If I didn't call, I would never found out the result. So I decided to file the complaint against American Express for their misleading information and unfair treatment, if I wasn't guaranteed the welcome offer bonus points in the beginning, I would never spent {$6000.00} so fast and also paid lots of interest of purchase. Please help to investigate. Thank you.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
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: 1 ) with Amex : I placed an online order with XXXX XXXX XXXX on XX/XX/2023 for a computer monitor, {$430.00}. A few days later, the shipping number showed package was delivered BUT I didnt see my package in my mailroom/any surrounding areas. I contacted the merchant and XXXX said since shipping company showed delivered they can not do anything. Then I called my bank, Amex, to dispute this payment. However Bank said because Merchant told Amex the shipping number showed delivered Amex can not help and Amex has to close this dispute. 2 ) our building has stolen packages all the time because we dont have front desk person. But it doesnt mean customers should pay $ $ $ for nothing. Need this money back!!!
Company Response:
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: XXXX XXXX I decided to take advantage of a balance transfer option offered to me on my XXXX XXXX. I wanted to transfer my Amex balance of {$10000.00} to my XXXX XXXX I used the XXXX app to apply. Im responsible- Ive never missed a payment. When I applied I didnt get an email confirmation. I still made my payment to Amex at the beginning of the month {$1000.00}, and then again at the end of the month {$600.00} just in case the balance transfer didnt go through. XXXX the balance transfer goes through and the balance is transferred to my XXXX XXXX, but Amex still isnt paid. I call XXXX and they say it can take up to 6 weeks. Small routine charges are still being made on Amex ( monthly total > {$100.00} ). On XXXX Im charged {$270.00} of interest. I call Amex on XX/XX/XXXX and tell the rep apologies abs refunds me the interest. The rep tells me it may take a few more weeks to process. I call XXXX they tell me a balance transfer can take up to 90 days to process, even though the balance transfer of {$10000.00} is showing on my XXXX XXXX. I give it a month. XXXX Amex charges me {$230.00} in interest. I call in and explain the balance transfer and they tell me they never got a payment and that I am still responsible for my payments. At this time my new balance is {$11000.00}. The minimum is {$390.00}. I can not afford both payments on my Amex and XXXXXXXX XXXX. I file a dispute with Amex, they tell me 60-90 days. I call XXXX XXXX confirms the balance transfer, and then looks into the info and tells me they paid Amex , but paid the wrong account number. They tell me they are going to submit it to a special dept to handle it, they dont provide me with a case number. XXXX Amex charges me a {$40.00} late fee, and XXXX in interest. Im unemployed, a XXXX XXXX XXXX XXXX. I can not afford both the minimum payment for Amex and the minimum payment for the XXXX XXXX. Amex calls me for payment and tells me they are sending my to the credit bureau. I explain what happened and the rep tells me to pay {$390.00} of the total minimum payment to at least pay the delinquent amount. I pay it reluctantly. I am beyond struggling at this point financially. I call my mortgage company to change the payment date because at this point I cant cover my mortgage. I call XXXX, and the guy I talk to on the phone takes all my info and tells me hes making a case, but cant provide me with the case number and gives me his employee number instead. At this point I start calling XXXX on a weekly basis, no one is helping me. No one even knows to seem what is going on. Im doubting anyone has even made an actual case. XX/XX/XXXX I call XXXX again and tell them Im going to obtain an attorney because I dont know what else to do at this point. I have no available credit, Im not working. No one is helping or listening to me. The girl tells me to call back on Friday, XX/XX/XXXX. I check my mail, and I have a letter from XXXX saying they are investigating. XXXX my Amex balance is now up to {$11000.00}. The minimum payment is {$420.00}. I can not afford this payment. The balance on my XXXXXXXX XXXX is {$15000.00} ( {$10000.00} is the balance transfer ). I am at a complete loss and dont know what to do. XXXX and Amex keep pointing the finger at each other, and Im the one who is suffering. All I was trying to do was consolidate the balance and make things a little easier for me. I had never missed a payment up until this point.
Company Response:
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: An American Express card holder, XXXX XXXX, recently filed XXXX credit card charge back disputes of his {$5000.00} retainer fee payment for our legal goods/services for his girlfriend XXXX XXXX XXXX claiming that " item was not received. '' However, we provided proof to XXXX ( our merchant service ) that the item was in fact delivered to the client ( attached ). Please immediately reverse this dispute and stolen {$5000.00} from our account.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: When in fact, American Express clearly listed negotiable instruments among the payment options in the customer agreement, American is in possession of multiple negotiable instruments made payable to American Express for over 10 days and did not credited the accounts of the principal.
Company Response:
State: FL
Zip: 33138
Submitted Via: Web
Date Sent: 2023-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A