Date Received: 2023-05-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/2023 tried to add American Express Pre-paid gift card in XXXX wallet as a credit card. It was added into my XXXX account but it required to verified card info by adding small amount but before even doing that a message says the card had been declined by issuer. Contacted American Express Giftcard call center XXXX, they claiming that XXXX is the one who declines and the Gift card type that I have is unregistered, meaning no address added to verify, it might be the reason. The problem is there is no option to register my billing address with Amex and the customer service rep also confirmed that. No option to add billing is not user 's fault and American express should have not sold the card if they limits on the merchants and should have not claiming their pre-paid card type as anywhere card.
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I am currently XXXX XXXX military and have been since XXXX. I contacted American Express about my account back in XXXX after completing boot camp to inquire/apply for SCRA Relief benefits to my account which was jointly owned between my wife and I since 2018. My wife is the primary account holder and I am the secondary. The representative I had spoken to said that under the SCRA my annual membership fee would be waived and that American Express goes above and beyond for the SCRA 's cap of 6 % interest and charges 0 % interest while the member is XXXX XXXX and up to 180 days past the service member 's discharge date. In XXXX, I decided to look through my American Express statements after returning home from XXXX and discovered that I was still being charged the original interest rate which was above the cap of 6 % that SCRA is supposed to provide. I called into AMEX on XXXX and the representative I talked to confirmed my account had SCRA benefits applied and opened a case to find out why the interest rate was still being charged and to request all interest charges to be credited back to my account that were incorrectly billed. We were told the investigation would take up to 60 days. We followed up at the end of XXXX to find out that there had not been any activity on our case at all. The representative stated they would escalate the case. My wife and I followed up again several times in XXXX to finally be told that our case had been denied. I called back after coming home from a detachment in XXXX and they stated that I was not enrolled in SCRA and they would have to open a new case to re-apply SCRA Relief onto my account and we would receive a follow-up call in 14 business days. My wife called in tonight XXXX ( we live in XXXX ), to find out the case was closed ( we have never received any sort of follow-up or communication from AMEX, we always have to call in and incur international calling charges because we are stationed in XXXX ) XXXX The representative stated that the case was closed because they could not find and record of me in the government system they used to verify service members. I called back after my wife got off the phone to see if they ran my SSN or my wife 's and the representative stated that he thought my wife 's, but couldn't confirm. I asked if I could send in a copy of my XXXX XXXX orders, and the representative stated that I could not. He re-opened what would now be the 5th or 6th case on my account. We have been working on this issue for 5 months now without any type of resolution, and we are still incurring interest charges. If needed, I can submit a copy of my orders with this complaint.
Company Response:
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I booked a hotel through Amex XXXX last minute on Tues, XX/XX/XXXX. The hotel was advertised as buy 3 nights, get the 3rd free. Great! Sold. Price per night was advertised at ~XXXX pts per night. I used XXXX points and was still left to pay $ XXXX as a balance. In the meantime, a $ XXXX hold was put on my card, an additional {$300.00} hold was put on my card at the hotel, and XXXX points were deducted from my accountfine. I assumed all would shake out after a billing cycle or two, but I was still confused about the rate I paid. When I called Amex customer service, I got the runaround and was told I couldn't get my own ITEMIZED RECEIPT of how much they were billing me per night for another 72 hours, well after my stay at the hotel ends. By my calculations, what they charged me was nearly 50-100 % more per night than booking directly through the hotel. However, I can't change my travel plans nor can I confirm this is the case because I can't get a receipt before my stay ends. I can only assume this is because their shady algorithm takes advantage of their own customers looking to book through the platform. XXXX XXXX XXXX they literally can not tell me what the advertised price was vs. what I paid, and they can not provide a receipt for 72 hours. I know they hope I'll forget about this, but I won't. Look forward to getting my receipt and getting my money and points back.
Company Response:
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received two mails at the end of last month : 1. XXXX- for more documentations for the XXXX XXXX that I never applied for dated XX/XX/XXXX. 2. American Express for same reason as above dated XXXX I contacted XXXX to freeze so no one can apply for credit cards or loans under my name. However, XXXX had the account made under my name also around the same time as the fraud tried to apply for the credit cards. This person has all my information including all the verified questions that only I should know because this person was able to create account with XXXX. I was also told that this person tried to apply for credit cards or loan with XXXX XXXX XXXX on XX/XX/XXXX and XXXX XXXX XXXX on XX/XX/XXXX. There were 4 hard inquiries so far that I have found but there could be more on the way as I could not lock or freeze XXXX account. XXXX had the worst call representative that all said different things to me to handle the situation when the account was made by the fraud person.
Company Response:
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I had gotten a virtual American Express card for {$50.00} and placed it in my XXXX account as a payment method. When I tried to use it it was declined. I knew I had not used it so I called the number to find out what was going on with it, I found the number online and they gave me the Tech Support Team number of XXXX. The first time I called was on XXXX. I was on hold for 45 minutes and finally, someone picked up. They checked the card and saw there was still {$50.00} on it and told me it had been shut off because it was being used on a fraudulent site. I told them it was XXXX. They took my information, gave me case # XXXX, and said I should get a replacement card in 4 weeks. I never received it so I called back on XXXX. At that time I was told that under that case number, they only had a name and a state so no card could be mailed to me. I said I gave him all my information but she said that was all that showed. After that, I got a new case number and was assured I would have a replacement card in a week. The # was XXXX. She said there was no way it would take 4 weeks. By XXXX I still had not received a replacement card so I called again. This time the agent told me the reason I had not gotten the replacement was that I did not submit a copy of my license and a picture of the card. This department is the lost card department. I asked him if someone has lost his card how would they submit a picture of it and that no one on the previous calls had told me I had to submit my license and a photo of the lost card. I told him it was a virtual card. I said can you look at the notes from the previous two cases. He said there are no notes. After I told him it was a virtual card he said he did not need the paperwork and that they would email me when my card was sent. The new case # was XXXX. I have not received an email, I have not received a replacement card. The card number is XXXX I have the CVV and expiration date. I reported this to the XXXX and received a letter from AMEX saying the three reps had entered the case incorrectly and I would be sent a replacement card. That was at the beginning of XXXX. I have since complained to the Attorney Generals ' offices of XXXX and NY. I feel this is fraudulent for them to shut the card off and not replace it. This was {$50.00} into their pocket and out of my pocket. I can not understand how such a huge company can be so incompetent.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Dear Department of Consumer Protection, I am writing to bring to your attention an issue that I have experienced with American Express. Recently, I received a merchant offer from American Express that promised a certain benefit if I made a purchase at a XXXXXXXX XXXX wine. Specifically, {$50.00} credit when making a purchase over {$100.00}. However, when I attempted to redeem this offer, I was informed that my purchase didn't qualify. I verified through my XXXX history that I did go to the right website. Furthermore, I recorded my transaction and discovered when attempting to pay for the transaction, the website diverts you away from the Amex sponsored page. I contacted customer service attempting to show proof that I was compliant with the terms and conditions. I was told my concern was escalated but after several calls on my status I was told that there is no foreseeable resolution time. This is a clear case of fraud on the part of American Express. By sending out an offer and then not honoring it, they have misled me and potentially many other consumers. I believe that this is a violation of consumer protection laws and that American Express should be held accountable for their actions. Furthermore, The Federal Trade Commission Act prohibits unfair or deceptive acts or practices in commerce, including false or misleading advertising. If American Express made a false or misleading offer, they may have violated this act. 2. The Uniform Deceptive Trade Practices Act ( UDTPA ) is a model act that has been adopted by many states. It prohibits deceptive trade practices, including false advertising. If American Express 's offer was deceptive, they may have violated this act. 3. In the case of Federal Trade Commission XXXX XXXX XXXX XXXX XXXX , 67 F. Supp. 3d 1303 ( N.D. Ga. 2014 ), the court held that a company 's failure to honor a promotional offer was a deceptive act or practice under the Federal Trade Commission Act. 4. In the case of In re : XXXX XXXXXXXX Marketing and Sales Practices Litigation, 953 F. Supp. 2d 907 ( E.D. Va. 2013 ), the court held that a company 's failure to honor a promotional offer was a breach of contract and a violation of state consumer protection laws. Based on these legal precedents and codes, it seems clear that American Express may have committed fraud by sending out a merchant offer and then not honoring it. I hope this information is helpful. I would appreciate your assistance in resolving this matter. I believe that American Express should be required to honor the offer that they sent out, or to provide compensation to those who were affected by their fraudulent behavior. I also believe that American Express should be required to take steps to prevent this type of behavior from happening in the future. Thank you for your attention to this matter. I look forward to hearing from you soon. Sincerely, XXXX XXXX
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023, American Express National Bank closed my High Yield Savings Account without any previous notice. Some days before, on XX/XX/2023 my boyfriend made a wire transfer of XXXX $ to my HYSA. This amount was successfully transferred to the above-mentioned account. Since the bank closed my account, neither I nor my boyfriend could recover the amount anymore. So we initiated a process of recall. Reaching out to XXXX XXXX multiple times, we learned that to recall the funds they would need the external bank ( XXXX Bank ) to send them a Letter of Indemnity ( LOI ). On XX/XX/2023, an associate sent to American Express the LOI. XXXX XXXX never reached back to XXXX Bank to confirm that they received the letter previously requested and that they were releasing the funds. On XX/XX/2023 another attempt was made and another LOI was sent to American Express regarding the return of your funds in the amount of {$1000.00}. Please see attach documentation.
Company Response:
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Annual fee posted on XX/XX/XXXX. Called to cancel card on XX/XX/XXXX to avoid annual fee. Statement dated XXXX still showed the annual fee due as well as having a late fee and interest charged on the fee. Called on XX/XX/XXXX and was told a case was created to correct their error. The fee still showed on my account as of XXXX so called again. I was told they would fix it and a supervisor would call me the next day to confirm. No one called me. The next statement posted on XX/XX/XXXX and the annual fee is still on my closed account as well as the old late fee and a new late fee. They are also charging interest on all of these fees. Called again on XX/XX/XXXX and was told it would be corrected by my next statement date of XXXX. Told the rep this was not acceptable and it needs to be fixed immediately. Asked for a supervisor was told I could not speak to one.
Company Response:
State: TX
Zip: 76262
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I sent a prior complaint ( XXXX ), which was based on info that Amex gave me about plans. Amex followed up with me and told me the person gave me incorrect information and payments are NOT applied to interest-free plans first, so that complaint should be closed. I still knew the interest was wrong, so I looked into it further. I have tried repeatedly to explain the issue to them by chat, but they just keep telling me they will send me info on how interest is calculated. I am a XXXX XXXX and understand interest - that isn't the problem. I am repeatedly told that the interest is being computed on my average daily balance back into the " interest free '' period. I have attached my XX/XX/XXXX statement, which shows that interest-free promotion, from XX/XX/XXXX to XX/XX/XXXX, with an outstanding balance of {$0.00}. You can also see that my non-plan total balance was {$0.00}. Plan balances do not incur interest, as long as the monthly amount due is paid, which mine was. I made new charges on my card that posted to my XX/XX/XXXX statement, which totaled {$1700.00}, with an average daily balance of {$1500.00}. The minimum payment was made instead of adjusted balance in error ( by me ). However, American Express showed an average daily balance of {$7300.00}, " from '' XX/XX/XXXX and charged me {$160.00} in interest. This is clearly not correct and there is no possible way that I had an average daily non-plan balance of {$7300.00} in a month when I only made {$1700.00} in new charges. I have attached a spreadsheet that very clearly lays out my payments, net balance, and new charges. I have contacted American Express about this and spoken with 4 different people who continue to insist that the interest is correct, try to explain how interest works to me, offer to send a letter explaining interest, etc. They don't seem to understand that there is a systemic error that is showing an average balance that did NOT exist in statement period and a " from '' date that is also wrong. This issue was compounded on my XX/XX/XXXX statement with another {$200.00} interest charge, again showing an aging " daily average '' balance that is incorrect.
Company Response:
State: OR
Zip: 97222
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I trust this message finds you well. I am writing to lodge a formal complaint against American Express for an issue that I believe reflects a breach of trust and unfair business practice. I am a longstanding customer of American Express. I currently hold three cards with the organization- the XXXX XXXX, the XXXX XXXX, and the XXXX XXXX XXXX XXXX. Two months ago, I upgraded to the XXXX XXXX, driven by an attractive welcome offer advertised on the XXXX website XXXX XXXX XXXX XXXX XXXX & XXXX ). The offer promised XXXX points on all dining transactions within the first six months of card usage. Despite my substantial spending of over {$15000.00} within the first two months, this offer has not been honored. What's more concerning is that the same offer I applied with is still actively being advertised on the XXXX website, which is owned by American Express. When I approached the American Express customer service team and my account XXXX to resolve this issue, I felt dismissed and undervalued. The threat that I would lose my XXXX bonus points if I chose to cancel the card before completing XXXX year was not only disheartening but also felt like a punitive measure rather than a resolution to the issue at hand. I am bringing this matter to your attention in the hope of a thorough investigation and a fair resolution. I believe that as a consumer, I have the right to receive what was promised in the welcome offer. It is disappointing to see such a reputable company engaging in what seems to be misleading marketing practices. I look forward to your support in resolving this matter and hope that measures can be taken to prevent such issues from occurring in the future. Thank you for your time and attention to this matter.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A