Date Received: 2023-05-03
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I applied for an AmEx credit card for an airline/mileage card. I was told I needed to verify my last name due to legal last name change because I got married in XX/XX/XXXX & my credit report reflects my maiden name of XXXX still. I updated my last name w/ social security admin office in XXXX/before getting my XXXX XXXXcense- I provided AmEx a marriage certificate and copy of XXXX drivers license. My XXXX license has my updated legal last name of XXXX and XXXX address of XXXX XXXX XXXX XXXX. AmEx said these documents were not acceptable to verify my last name. I explained I do not have a utility bill as no city services ( well/septic ) and power bill in husbands name. I don't have a cell phone bill because my husband also pays for that. I have not updated my bank account last name due to I work for the bank/same therefore its difficult to go in person to do such things ( and XXXX wont accept a fax/email to update last name- I tried ; even though I work for XXXX and HR system has my name updated they still want me to take my license in person ; its a hassle and I can not afford to take time off work nor do I have a branch location that is close to where I live that I can go on lunch to do it )- I asked for an AmEx supervisor on Monday XX/XX/XXXX after being read a script/not being listened to, and was hung up on- called back and went through all the same things and finally got to speak with a supervisor on Monday XX/XX/XXXX ( apx 11 min call at XXXX EST ). The supervisor promised a paystub would work to verify my last name. I provided not only a paystub that reflects my last name as XXXX, but also a verification of employment document. I was told someone would follow up- No one followed up, no email ( I've had to call every few days to check status ). I was then told while the paystub verifies my name, it cant be accepted because it doesn't have my XXXX address AND that its not a valid document. Supervisor spoken with on XX/XX/XXXX said in some scenarios they could accept a paystub, but not in my scenario. I explained my job is based in XXXX/I have an XXXX address for work ; lots of people have multiple addresses/houses. No one ever said I needed to verify my address, only my last name. The supervisor on XXXX said my credit report verifies my XXXX address but the documents Ive provided still are not enough for them to proceed with my application. With all documents provided, its clear XXXX is the same person. The SSN # matches, I've provided documents that verify name change. I've offered a copy of deed to XXXX house, homeowners or car insurance bill that would show XXXX w/ XXXX address and have been told those documents are not valid and they can not verify my last name/Address. This seems unacceptable and ridiculous that a marriage cert, license, verification of employment and paystub ( + other docs Ive offered to provide ) are not enough to verify my legal last name/identity. I've talked with multiple people, two supervisors today on XX/XX/XXXX and they advised no exceptions, they cant combine documents or use documents provided/offered. I asked to speak to another manager and was denied and told Id have to write to their executive office or contact an attorney.
Company Response:
State: NC
Zip: 28037
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, I opened the account. My paychecks went in. I did a transfer out to another account. American Express locked the account. I only found out after I tried to repeat the transfer. The web app does not have a notification system. They never emailed me or called me. I spoke to XXXX in the Fraud team. He explained my other bank reversed the transfer. He said the only way they would release the block is if I faxed in an Affidavit of Identity. I contacted XXXX and they signed the letter. XXXX said he did not see the fax. The next day, I called my other bank. They said they never even saw the transaction. I called American Express again that same day and they admitted they blocked the transfer and not my other bank. They confirmed receipt of my fax but said they would not unblock the account because notary 's seal was too small to read. I asked them for an email address to send the form. They refused to provide one. They explained that a person collects the faxes and then scans them into their system. That is why the quality is so poor and why it took so long for them to confirm receipt of my fax. I requested for their position to be put in writing and they refuse. I requested my account be closed. They refused. I emphasised repetatedly that the funds are my paychecks. They don't c are.
Company Response:
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: American Express harassed me at all of my known addresses for over two years. I applied for their business charge card and i still haven't received it. I believe that would be the proper restitution for their crime.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: American Express Blue Cash Preferred Card provides misleading advertising and could put people into debt/financial distress for money they have thought they earned. Not providing verbal agreement wording : When requesting the wording in my verbal agreement to open and close the account, American Express would not supply this information. If I am entering a contract with them, how can they not provide me with a copy of the verbal agreements ' wording? When speaking with American Express, there is inconsistent naming practices. The Cash Back statement credit was referred to a number of different ways : welcome bonus, bonus, points, and awards. It is confusing and does their legalese really cover this agreement switching back and forth in wording and not being clear that the " cash back statement credit '' as referred to in the flyer will need to be paid back. Misleading information : American Express Blue Cash Preferred Card promotional flyer is quick to point out a " {$150.00} Cash Back '' but fails to equally bring attention to the fact that you need to keep your account open 12 months. After 12 months, American Express Blue Cash Preferred Card charges you an annual fee. If you do not keep the account open for the 12 months, they reverse the promotional credit and you will owe {$150.00} back to American Express. This is shady. Little did I know the {$150.00} bonus was a short-term loan to pay back and I assume I'm charged interest if I do not pay. The promotional flyer should state front and center " {$150.00} Cash Back with minimum 12 month Account ''. Unfair Business Practice : American Express provides the {$150.00} Cash Back after fulfilling ONLY some of the requirements : spending {$1000.00} in the first 6 months, but it doesn't not wait for the account to be open 12 months before providing the {$150.00} cash back statement credit. This is an unfair business practice and calculative in taking advantage of customers. In the end, it is an amount of money in the form of a statement credit that can be given prematurely having NOT fulfilled the requirements of earning it and then asked to be paid back. Sounds like a loan to me. The Blue Cash Preferred Card from American Express promotional flyer also has the fine print XXXX XXXX XXXX wording on the back : If you cancel or downgrade your account within the 12 months after acquiring it ... .we may not credit the statement credit to, we may freeze the statement credit credited to, or we may take away the statement credit from your account. Why is it not we will either? I have tried to resolve directly with American Express, but not only did they not provide me with wording of the opening and closing of the account that I verbally agreed to, they are requiring me to pay back the statement credit.
Company Response:
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: NV
Zip: 89506
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: We bought XXXX XXXX points in XX/XX/XXXX. We were told that we could get " an interest free loan for 15 months '' by getting a XXXX XXXX Amex card & using it for the purchase price which we did. The price was {$15000.00}. With fees it was {$16000.00}. We were told there was also an annual membership fee of {$250.00}. We received an Amex statement with a balance of {$16000.00}, a due date of XX/XX/XXXX, & a minimum payment of {$320.00}, which I paid. The next month the statement had a balance of {$16000.00}, a due date XXXX, & a minimum payment of {$320.00}, which I paid. It showed that we had paid interest of {$3.00}. The next month there was another minimum of {$310.00} ( balance {$15000.00} ; due XX/XX/XXXX : interest {$4.00} ). On XX/XX/XXXX I called customer service ( XXXX ) asking why we are getting billed ( with interest ) when we were told it was interest free. We were told that the " fees '' were not covered by the " no interest '' promotion. The fees were not specified nor quantitated. I then asked what was the minimal amount I needed to pay above the new minimum ( {$310.00} ) in order to bring the balance down to the the level where no payments were needed. I was told the answer was {$250.00}. I then paid that total ( {$570.00} ). This month 's statement has a balance of {$15000.00}, due date XX/XX/XXXX, minimum of {$300.00}, & interest {$1.00}. This balance is BELOW the purchase price ( {$15000.00} ) for which we were PROMISED a 15 month interest free period. I was VERY clear when I called that my goal was to eliminate the need for payments. I asked the agent multiple times if he understood & he assured me that he did. It was a long call because the agent had to consult his superiors. It is hard to believe that this is an innocent mistake. I believe this is fraudulent. I believe it is intentional deceit on the part of Amex ( & possibly XXXX ). The interest amounts are small, but I DO NOT want to pay ANY interest & I went out of my way to try to achieve that. Also small amounts add up with many cardholders. I am hoping that you can resolve the issue for me.
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: On Tuesday, XX/XX/2023, I was hit with what seemed like hundreds of spam emails saying my email address was used to sign up for random accounts around XXXX XXXX. One of the emails was from XXXX saying there had been a credit check under my name. I thought it was a scam until I received another email later in the evening saying that the XXXX XXXX XXXX XXXX XXXX I applied for ( but I did not apply for this card ) has been shipped. I called the American Express fraud line to report that I did not enroll for this card and explained the hundreds of spam emails I received earlier in the day. The customer service agent said they will open an investigation into it. Today, Wednesday XX/XX/2023, I received a notice saying that XXXX will be delivering the card via Next Day Air Saver at my old living address, which was my parent 's house. My husband stopped by and retrieved the package which contained the credit card. I'm still waiting to hear back from American Express regarding the investigation into someone fraudulently signing me up for a credit card that I had no intention of applying for.
Company Response:
State: CA
Zip: 91761
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Card has a {$25.00} balance, but I am unable to spend the money on the card.
Company Response:
State: MS
Zip: 38655
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I have an Amex credit card and the credit lender closed the account. I have been able to make payments on the closed account through the Amex website. My payment is due on the XXXX of every month. To my surprise, I tried logging into the Amex website to make a payment for XX/XX/XXXX but the login was not working. I called Amex and asked them to reset my login information and was told no. I was told my payments have to be made through a collection agency. Interestingly enough, this same agency has been handling my account since XX/XX/2022 and I haven't had to use the collection agency to pay my account. My Amex account is reported to my credit as Amex not as the collection agency ; therefore, I should be able to continue making my payment via Amex website. Additionally, I never received any communication from Amex that my ability to make payments on their website would be terminated on a specific date. Amex controls all aspects of my closed account - due date, interest charged, late fees charged, and reporting to the credit agencies.
Company Response:
State: NV
Zip: 89121
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
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 filed my initial claim with AMEX on XX/XX/XXXX for {$840.00} and {$520.00} due to the ATM not dispensing cash. I waited over a month for the case to be investigated. During that time I didn't receive any provisional credit on my account, which is standard PRACTICE at every financial institution. I received correspondence from AMEX on XX/XX/XXXX that stated my claim was denied. In the letter, nothing was specified as to what documents were used in the investigation. ATM transcripts are unreliable and frankly speculatory, but I haven't even received that. ATMs malfunction, therefore more needs to be done to thoroughly investigate. To date, I haven't received any documentation that supports their findings. Moreover, I called to inquire about why my claim was denied and I was told I have to contact the ATM 's bank to receive a refund. That is factually incorrect ( go listen to that call like you did my previous one and educate your representatives on the proper procedure for this issue ). I've been with this bank for 3 years, make my payments on time, and keep my account current. Yet, I am being completely disregarded- and I am receiving substandard customer service. This is downright incompetency and carelessness. I will be reaching out to the news channel as well as the Federal Trade Commission regarding this issue if it isn't resolved. I have waited so long, without my money, and AMEX refuses to return it. Absolutely reprehensible!
Company Response:
State: NY
Zip: 11435
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A