Date Received: 2023-05-09
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: Amex has suspended use of all my business and personal cards when there are disputed charges on just 2 of them over products I ordered but did not receive. They have provided no timeframe for resolution and in the meantime I am unable to take advantage of card benefits that I have paid for through annual fees.
Company Response:
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi somone was able to use my card mulitple times on a XXXX that isnt mine and my dispute was denied
Company Response:
State: CA
Zip: 951XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was given an offer while logged into my American Express account online to receive XXXX Membership Rewards Points for opening a American Express XXXX XXXX XXXX after meeting terms and then also XXXX Membership Rewards Points for opening a Business ' Checking account through American express after meeting the terms and conditions of offer. In addition, there was a bundle bonus offer for XXXX more Membership Rewards Points for opening the credit and checking account at same time. I received the XXXX and XXXX points for the credit card and checking account but did not receive the XXXX bonus offer. I have called several times to American Express and been given different/incorrect information. A complaint was filed on my behalf on XX/XX/23 and was told that I would receive update in writing withing 6-8 weeks. I did not receive anything and called today after the 8 week mark to be told that case was closed and nothing would be sent in writing. I was told by a supervisor that the reason why I was denied is that a pop-up advertisement while signed into my unique log-in on americanexpressXXXX does not qualify as a " solicitation '' of said offer. I am seeking your assistance as I am sure that the commission will agree that this indeed was a solicitation and will help in my pursuit to get the XXXX membership reward pints that are due to me. Thank you for your time.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Since XX/XX/XXXX every 7 days someone been trying to open a credit card, checking and online account in my name at discover credit card. Since XX/XX/XXXX to XX/XX/XXXX they try 16 times. I spoke to a fraud representative at discover, America express and XXXX XXXX XXXX bank card and they are looking into the situation and also put an alert on my name.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX I looked up a trip from XXXX XXXX to XXXX and found that if I stayed 5 days at the XXXX XXXX resort I would get a {$620.00} Property Credit. My stay is checking in the the XXXX and checking out on the XXXX. I called the agent who confirmed that was the case and that the credit would be issued once the ticket was finalized. Unfortunately, it was not noted on the final receipt. I then called up Amex and had them look up the disclosures for my stay and the confirmed I should receive a credit but that the issue is with XXXX XXXX I called XXXX XXXX only to have them tell me I need to call AMEX as they need to hit " some kind of Button '' to issue the credit. Long story back and fourth the disclosures I found and confirmed was accurate and they have bumped up my complaint to the higher ups and provided me with a reference NO : XXXX. I received an email below which basically says its XXXX XXXX fault. below is their response : " Thank you for contacting American Express Travel to address this matter. We tried to call you using your phone number saved on file, however, we're routed to your voice mail. We received your case with Reference NO. XXXX under trip id : XXXX on where you wanted to apply the hotel credit promo of {$620.00}. We apologize for the late update due to we're receiving high volume of cases. Just a quick update, we've contacted XXXX XXXX XXXX XXXX at XXXX in regards to the promo you saw online. I spoke to one of their representative from Room Reservations Department and I was advise that the day you book the reservation the promo was not offered due to they have black out dates, XX/XX/XXXX, XXXX and XX/XX/XXXX, XXXX and XX/XX/XXXX. Please accept our apology for the inconvenience it caused you. Please reach out to us if you have any additional questions we're here for you and want to ensure you have a good travel experience. Thank you for choosing American Express. '' _______________________ With that being said I called again to see why they are not offering to explain why they are advertising the dates and they then created another ticket and the manager will reach out which has not happened and I am leaving on my trip for the XXXX. I went even further and told them they should honor that and I will change my flight to accommodate whatever date they said was right. The response was I cant do that as it would cost too much to change the flight I also booked with them. Everyone I have spoken with tells me something different and some acknowledge the mistake and others don't. The fact is I booked based on their advertisement. Period. I would like them to honor the {$620.00} which they are advertising as of RIGHT NOW.
Company Response:
State: CA
Zip: 90049
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I am a XXXX XXXXXXXX XXXX who was scammed out of {$200.00} by XXXX XXXX XXXX XXXX advised their service is connected with American Express Serve card . Employee XXXX refused to conduct an immediate investigation & place hold on pending card amount of the {$200.00}. I began speaking with XXXX XXXX, American Express Executive Customer Care Scam Transactions Request by email XXXX. A copy of the card & receipt was forwarded. The response was an investigation was being conducted by their Prepaid Team but I haven't received any follow-up & not allowed to speak with that department. My attempts on XXXX & XXXX were unsuccessful. The voicemail box remains full. Messages have been left with the operator whose attempts were also unreachable. Thank you for your assistance.
Company Response:
State: TX
Zip: 77357
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I made a phone call to American Express support on XX/XX/2023 with the intent to change credits within the American Express offerings. Upon reaching the American Express representative XXXX ( name maybe spelled different ), I expressed my concern that my daily purchases better suited a different card with different reward offerings, and requested a different card membership option. Upon the representative noting a period of within the allotted time to change cards, I asked the specific question ; would my membership rewards points be deducted, and if so I would not make the change. The representative responded in saying not to worry, we thank you for your loyalty and that my membership rewards points would not be deducted. With that phone call being recorded and American Express being a long standing operation, combined with my perfect on time payments, I felt confident that the change could take place without my membership rewards being adversely affected, therefore I made the change thinking I was not being mislead. However, within 24 hours of the phone call, my membership rewards account was deducted by more XXXX points XX/XX/2023. Upon identifying the reduction in points, I contacted American Express support once again circa XX/XX/2023. When speaking with America express support at the time, I explained to the representative of the situation and how I was mislead on membership rewards. The representative noted that an investigation claim would be opened. The representative also listened to the recorded call with the previous rep, for verification of my claims. Upon returning to my our conversation, the representative confirmed the previous American Express rep did say on a recorded line that no membership rewards would be deducted, and that she would escalate my claim for a return call with 72 business hours, which would be from the original rep XXXX and his supervisor to explain concern over the situation, and to return any lost membership rewards points to my account. This was once again on a recorded line, with an American Express representative confirming membership rewards points would be returned to my account. I patiently waited the 72 business hours, which would put a return call to me by XX/XX/2023. By XX/XX/2023 not receiving a return call, I again contacted American Express support and again explained the situation. I was informed the situation would then be escalated to receive a return call from American Express within XXXX hours. On XX/XX/2023, XXXX from American Express contact me via phone and promptly asked if I remembered him which I did. He immediately began to try and convince me that i misunderstood him and offered an account credit. I was and currently am fully aware of what the rep XXXX stated in my rewards account not being deducted. I explained our previous conversation, and the rep XXXX continued to claim a misunderstanding. I requested a supervisor at that time. Upon the supervisor coming on the call some 25 minutes later, I explained the situation at hand, and how the rep XXXX on a recorded line stated that no membership rewards would be deducted. The supervisor threatened me saying I was also on a recorded line and that I misunderstood the rep XXXX. I asked the supervisor if he had listened to the recorded conversation, since they had over 72 hours to investigate the claim, and the supervisor said he had not yet listened to the initial conversation. At this time I felt completely outnumbered and knew I was blatantly lied to. The rep had clearly stated on a recorded line that no membership records points would be deducted. Again the conversations were all recorded. The supervisor said that more than XXXX points had been deducted, and he would find out what he could do, by opening up another claim and continue to investigate the matter. This was now weeks after the original call occurred and a customer was lied to and lead to believe nothing would be of issue. After several more days of no return calls, I again contacted American Express support. Upon speaking to that rep I was informed that the investigation was concluded, no wrong doing was found on American Expresss part, and my account would not be brought back to its original membership rewards points total. She explained customer typically receive a return email, however I never received said email. I explained the situation again but the rep stated they would do nothing to assist. I believe this was a fraudulent situation towards a customer with no internal accountability, and I as the customer was taken advantage of. This is the perfect situation and issue for the cfpb to exercise there Authority and try to find justice.
Company Response:
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
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: This is regarding Amex XXXX card FHR annual {$200.00} credit. I made a few reservations and cancelled them, and the {$200.00} credit got messed up. Amex ended up overcharging me and never refunded me after multiple communications. Amex charged me {$340.00} on XX/XX/XXXX, not related to any reservation, that made no sense to me. I have uploaded year XXXX XXXX FHR transactions for Amex to investigate.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The Following accounts are fraud and need to be removed immediately. XXXX # XXXX Amex # XXXX -XXXX XXXX XXXXXXXX
Company Response:
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2023 I attempted to make a purchase for airline tickets with XXXX XXXX. The purchase did. It go through, but the credit card company ( Serveprepaid American Express ) is holding {$1400.00}. I called them about releasing the money the next day and I was told it would take 8 days. XXXX said 3-5. I just got off of the phone with the card company yet again and now they are telling me 30 days because it is an airline. The first person never said that. I NEED my money put back in the card.
Company Response:
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A