Date Received: 2023-05-30
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: Dear Official, My name is XXXX XXXX and I am an American express loyal member. I am writing this with great hope that I will get some help. I started using Amex credit card since last year. I booked my air tickets for XXXX in business class in XX/XX/XXXX for travel in XX/XX/XXXX using Amex travel benefits. I was all set for my trip but when I checked my tickets before travel, it showed that my tickets and my hotel reservation was cancelled. I did not get any notification prior to cancellation nor refunds. I called Amex customer service, they were clueless about this, they had no idea what had happened and why were the tickets cancelled. The only option I was provided was to buy new tickets which were more expensive I had to pay {$900.00} extra and that too not in business class, in economy premium. They said that we investigated the case and its due to fradulent activity which they are not responsible for. This is very disappointing, the only reason i became a member of Amex was their travel benefits. Now it seems a scam to me. The customer service is not helping at all. Nobody has helped me in solving this issue. The worst part is, I wasnt informed at all. I didnt expect this from a highly reputed company. On the otherhand, When I spoke to one of the customer care service representative regarding my hotel reservation cancellation and requested them to find out what had happened they lied to me saying that they are not able to contact the hotel.Later they called me and said we can give you courtesy XXXX $ for inconvenience which I refused to take. At this moment, i would expect that Amex should feel responsible for the loss I faced including the cancellation of my tickets without informing me with no refund issued. Even if its a fradulent activity, they should be aware of it and should compensate/share the loss with me. Thanks in advance. XXXX XXXX Amex credit card # ( last 4 ) -- XXXX. Trip ID XXXX.
Company Response:
State: NY
Zip: 10457
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I had been making payments on my amex account ( 183 ) that had been closed and transferred to a debt collector every two weeks. I missed the last two payments that would have satisfied the remaining balance and got a call and told if I make the last two payments that day I can clear up the account. I agreed to pay that day. I was charged for both payments ( 366 ). Now when I call amex they tell me the account wasn't paid off In time and transferred back to amex.
Company Response:
State: MN
Zip: 55025
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This is XXXX XXXX. I had Amex credit card in XXXX Reference number XXXX. Sometime in XXXX based on the statement I made the final payment to Amex and requested to close the account. In XXXX XXXX when I got a call from a collection agency that my account is in the collection. I went to Amex to understand why it's in the collection. They said that your account is closed with the remaining balance. I logged a complaint with AMEX to check my previous statements and check why there is a remaining balance. Since the account was closed they didn't have access to statements and requested the back office to send paper statements. On going through the previous statements we figured out that there was a balance of {$10.00} which was not paid after I paid my last statement. And due to a late fee and interest has increased to {$300.00}. I made a request to AMEX to consider the payment towards the balance or let me know how to address it. They understood the issue and assured me to take care of it without any need for payment. In XXXX XXXX Amex seems to have taken care of the balance as my XXXX XXXX jumped XXXX points and I was not seeing any Amex account on my credit report. During the last 4-5 yrs I have taken multiple mortgages and car loans but on none of the reports it has appeared. However, today when I am applying for a Mortgage with XXXX, the Amex balance is still showing on my credit report. For the last two days, I have been on multiple calls with Amex and multiple departments but they haven't been able to address the issue that is why after getting assurance from AMEX in XXXX XXXX that balance will be closed I have {$450.00} in balance and it's showing in my credit report. Also surprisingly they closed the account twice once in XXXX and again in XXXX after I logged a complaint. But adding {$100.00} to the balance before closing in XXXX.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: On XX/XX/XXXX, my CFPB case XXXX got a response from AMEX on XX/XX/XXXX. Why everything else was corrected/addressed but this missing XXXX Membership Rewards Points from my Kabbage XXXX line of credit account didn't get resolved. I had provided my feedback on XX/XX/XXXX although that CFPB case XXXX was closed. I didn't get any response from American Express for the original case which I opened on XX/XX/XXXX XXXX so I opened a new case on XX/XX/XXXX to address this issue. The NEW case number with American Express is XXXX. XXXX Membership Rewards Points should be awarded to my account after I meet the qualifying activities on the Business Gold Card and draw at least once from the Kabbage XXXX line of credit within the first 3 months of Business Gold Card Membership. Please see the promotional offer published ( public offer to everyone ) last XXXX and I did open both Business Gold Card and Kabbage XXXX line of credit account by the end of XX/XX/XXXX and have fulfilled all the requirements to be eligible to receive this XXXX Membership Rewards Points. Please see the promotional offer details from the picture displayed using the URL below or the image attached. Thank you. I need to emphasize that this XXXX Membership Rewards Points Kabbage XXXX line of credit account is a PUBLIC offer and paired with XXXX XXXX XXXX Membership Rewards ) points for Business Gold. Details are as the following : On XX/XX/XXXX, I opened a new American Express Gold Card as well as the Kabbage account ( It's an affiliated bank product called Amex Business Line of Credit - Small Business Line Of Credit ). According to their advertisement, the promotional offer stated that as long as the customer opened these two accounts together as a pair and fulfilled the requirements for both account, I will receive XXXX ) XXXX XXXX XXXX Membership Rewards ) points for Business Gold ( I successfully spent XXXX in 3 months and got XXXX XXXX XXXX ) XXXX ) XXXX XXXX XXXX Membership Rewards ) points for Kabbage ( I fulfilled all the requirements and did borrow the money from the account at least once. But XXXX XXXX XXXX were not awarded as the promise ). I opened a claim with the ticket # XXXX with AMEX Business Gold customer service department XXXX XX/XX/XXXX and followed up with them numerous. It's been no progress at all since then and no updates as well. They just stated the back office needs to look into it. After several attempts to try resolving this case without any success, it leaves me no options but to file a complaint here. Please direct this case to AMEX customer service team for me.
Company Response:
State: CA
Zip: 951XX
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: American Express pulled an auto payment from my bank, XXXX XXXX XXXX XXXX for amounts of {$210.00} ( XX/XX/23 ) and {$280.00} ( XX/XX/23 ) not authorized by me. American Express was supposed to make an auto payment from XXXX XXXX on both these accounts. Due to American Express ' mistake, my bank charged me 4 fees of {$30.00} each due to insufficent funds. I did not authorize these two payments for american express to pull from my XXXX XXXX XXXX XXXX XXXX XXXX. I called them to stop payment and they refused to assist me in any way.
Company Response:
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-29
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: On XX/XX/2023, I ordered a blue bandanna printed handbag from an online merchant XXXX XXXX ) using my American Express Serve Card ( XXXX ) I received an email from the company stating that the item was out of stock. I then asked the company for a refund. The company claims to have sent a refund for the purchase back to the cardholder company ( American Express ), which I have not received. The cardholder company has told me that they have no record of the transaction, so I am providing documentation to show that there was a transaction from my American Express Card to the merchant and I need a refund processed. Its already been 17 days since my purchase, to no avail.
Company Response:
State: GA
Zip: 30458
Submitted Via: Web
Date Sent: 2023-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-29
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XXXX XXXX I filed my taxes and was asked if I wanted a Serve Prepaid Card for my taxes to be put on and I said yes. I had to verify with Serve whom I was before they could send me a card with my funds loaded on the card. I called and verified whom I was in XXXX and the card was sent to me. I had used my card for many months paying bills, shopping needs etc. Until XX/XX/2023 of my last purchase for clothing from a store. The XXXX Prepaid company Locked my card and said I was under investigation and could not tell me why but I had to send in documents proving whom I was. On XX/XX/2023 I sent by email XXXX verifiable documents to their investigative team and waited for the duration I was told which was XXXX days to verify the documents and I would receive confirmation back by email address to me that they have on file. I waited and have received nothing. I called every day since XX/XX/2023 asking them for updates and they said no updates had been given. I would just have to wait it out. I spoke to over XXXX csr people and over XXXX Supervisors during this entire duration that had no information they could give me but wait. I was hung up on several times by them all and had to call directly back each time wanting an updated reason. The amount of funds in question is {$1600.00} and random change. Today is XXXX XXXX and my card is still locked and under investigation as they claim with no further updates or information they can give me as to why my account is still being investigated or locked. I have done everything they asked and have called them everyday for three weeks waiting for something to change. All calls are recorded in their company which will verify all the times I have called and asked what is going on with my account. I have been told by several account supervisors they have no control or way to contact the back offices over my information and I also was told they would have someone from the back offices contact me by phone or by email with updates within 24 hours. No one has contacted me either way and I have been told this over 5 times now. I called Legal Aide Society of XXXX XXXX and explained all this to the intake office. I received a call back from them over the matter at hand and they are taking my case and finding me a lawyer to represent me to sue Serve for the amount in my account along with mental anguish, abuse mentally, emotionally, and many other charges. I also am pressing charges on the company for Theft of over XXXX. I called Serve again today and spoke to another supervisor as well as two CSR customer service reps and still today I am being told the same thing. I am being investigated and once investigation is done they will release funding and I will get a email. I am tired of hearing the same things over and over again. I am no filing a formal complaint against this company and suing them. This is rediculous knowing I am on a breathing machine for emphazema and COPD and can't pay my bills to keep electricity on or put food in my home. I also have an XXXX yr old homeschooled. My children by faith and grace have came forward to help me keep my bills paid so I don't lose my home, electricity, food, or my car. I want this resolved but they refuse so now I am suing them. Thank You .... XXXX XXXX
Company Response:
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-29
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Payment on my American Express card was due Sunday, XX/XX/XXXX. In error, I scheduled payment for the full balance for Monday, XX/XX/XXXX, resulting in an interest-on-purchase charge of {$250.00} and a late fee of {$29.00}. Amex agreed to waive the late fee and credit back {$100.00} in interest as an accommodation but would not waive the full amount of interest. This is an outrageous business practice that the Bureau should address by amending Part 1026.10 to require card issuers to consider a payment received on a Monday as made on time when the payment due date falls on a Sunday.
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2023-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-29
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I purchased a flight using our American Express credit card. When purchasing the flight I made sure I purchased a flexible ticket and " Travel Guard Protection ''. Due to XXXX, I had to cancel the flight and I got a travel credit directly with American Express Travel to use for XXXX XXXX XXXX When I purchased the original ticket and cancelled, never was mentioned that the Airline credit I was going to receive would be restricted to the same travel of the orginal ticket. In my case, the original ticket is from XXXX to XXXX ~ now I am being forced to use the credit for the same ( XXXX to XXXX ). These terms and conditions were never mentioned until I just tried recently to schedule a new flight with our credits. I contacted XXXX XXXX and they made me aware that because I purchased a flexible ticket I can use the credit for any origin/destination. However, American Express Travel, the " owners '' of the ticket/credit, their system does not allow them to make a flight purchase when the origin is not the same.
Company Response:
State: MA
Zip: 01605
Submitted Via: Web
Date Sent: 2023-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Subject : Complaint regarding American Express account closure and denial of refund for annual fee Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against American Express regarding the denial of my request for a refund of the {$690.00} annual fee. I believe that these actions are unjust and require your intervention to ensure a fair resolution. On XX/XX/XXXX I opened an account with American Express, expecting a satisfactory level of service and transparency. However, after only a few months, they closed my account. I was charged an annual fee of {$690.00} at the time of opening the account. Given that I had not even had the opportunity to utilize the benefits and services associated with the card for a full year, it is only fair to request a refund of the annual fee. Despite my formal request, American Express has denied my refund without providing any reason for their decision. The actions taken by American Express have left me feeling misled and frustrated as a consumer. I believe that their actions are in violation of fair business practices and consumer rights. Therefore, I kindly request your assistance in thoroughly investigating this matter and ensuring a just resolution. I trust that the Consumer Financial Protection Bureau will take my complaint seriously and address this matter promptly. I seek a fair resolution that upholds consumer rights and holds American Express accountable for their actions. Thank you for your attention to this complaint. I eagerly await your response and appreciate your efforts to protect consumers ' interests. Sincerely, XXXX
Company Response:
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2023-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A