Date Received: 2023-04-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Some one tried to open an American Express Card in my name, at an address I have not even lived at in over 40 years. My sister still lives there and got these things in the mail. I am assuming someone either stole my SSN or is fishing. I have not contacted American Express since I do not " trust '' doing this. I have contaceted XXXX concernign this, and they can find no records of any activity on their end, but the notices, etc keep comong in the mail to my sisters address ( place I have not lived in for over 40 years ). I am suspicious that someone may have picked up my name, SSN, etc due to activity in the last few monts of recovering an old pension fund I had, which was issued over 40 years ago when I did live at that address.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Please be advised that this is not a refusal to pay, but a notice sent pursuant to the Fair Debt Collection Practices Act, 15 USC 1692g Sec. 809 ( b ) that your claim is disputed and validation is requested. AMERICAN EXPRESS XXXX Balance {$2200.00}
Company Response:
State: FL
Zip: 34746
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
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 noticed a renewel charge for XXXX XXXX in the amount of {$210.00} charged to my card on XX/XX/XXXX. I have not been to XXXX XXXX in over a year and did not authorize any renewal services. I was unable to get through to XXXX XXXX, so I disputed the charge on my American Express portal page. American Express sent me an automated response saying they would not reverse the charge. I have never had this happen with any other reputable credit card. American Express should reverse the charge if I do not recognize it, especially since it is some renewal service charge, I did not even go out and purchase anything. It's not like this is for some TV I just bought, or an online purchase.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
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 noticed fraudulent ATM withdrawals on XX/XX/XXXX on my Serve American Express debit card that XXXX XXXX partnered with for XXXX Federal/State tax return funding. The taxes were funded to my card in late XXXX and all charges up until that XX/XX/XXXX date were made by myself and one permitted card-user, my brother, whom we share rent obligations to. Every week I send my brother to the same ATM around the same time when I am at work to withdrawl some of the money to pay our rent. We always keep track of the balance, however when my brother attempted to pull money out on XXXX, he recieved Insufficient funds errors. I checked the account only to see it had {$15.00} left in it's balance. On the transaction history it showed 3 additional withdrawals AFTER my brother 's last trip ( XX/XX/XXXX ) to withdrawal. These withdrawals were not made at an ATM we've ever been to ( another bank across the street from our regular spot ) and we're in odd amounts. Someone withdrew {$450.00}, {$450.00}, and {$100.00} from my account in a span of 60-90 seconds, according to time stamps via Serve ( plus {$3.00} per withdrawal and {$3.00} in Serve charges and ATM fees ). The total stolen was {$1000.00}. This was all we had and it was all for our rent and bills! Serve immediately cancelled the card, expedited replacement of a new card, and opened a fraud claim. I filled out a Declaration of Fraud and it was processed starting XX/XX/XXXX. According to [ conflicting ] policy explanation from Serve reps, the investigation can take up to 45 business days from start of claim. At 10 business days, a provisional credit can/would be introduced to the account if they could not effectively remedy the situation and deemed the investigation fraudulent in nature. They told me I would be receiving email commimunication from the fraud department as it progressed. At this point, time was certainly against me as I had multiple bills and rent to pay and no time to wait for policies to run their course. I contacted local police and a detective opened an investigation into the matter. She asked questions and inquired card details like : who possessed it, if it was ever lost, if we ever gave someone the pin. We never lost, compromised the pin, or gave the card to any other person at any time. It's worth noting, Serve amex cards are no more secure than a basic gift card. They have no chip technology and solely rely on magnetic stripe swiping at each location you use it. This presents VERY serious problems vs a skimmer or card reading device someone may have used against me. XXXX XXXX and Serve partnered to place MY government-funded tax money on a card as unsafe as this, with no easy ways to pull all money from it's account once loaded on. Now someone stole right out of my pockets, left me with no financial alternatives, and told me to wait the full 10 days. Local police attempted to contact Serve regarding their insights into it, but Serve reps would not assist or speak to them at all. They told the detective they needed me " in-person '' to give permission, when the day before, I called Serve, explained to them that I wish for them to speak with police regarding this and Serve said we will " phone you in to give permission ''. No call was ever made to me when the detective called, which frustrated both of us. The detective called me, explaining that I would need to gain information FOR them, since Serve would not help us. I called Serve and asked for time stamps, location, dates, and amounts for all three fraudulent withdrawals. I relayed that info to the police. I sent DL info and photos of both myself and my brother to the police to self-identify and remove both of us from the equation when seeking ATM footage. The detective filed a request with the bank where the ATM fraud occurred ( XXXX XXXX ) and we are still waiting on them to hand over any evidence of ATM transactions at the designated times. I called multiple times inquiring updates to the investigation. I was blocked from speaking to supervisors at every turn until the 10th day, when they told me the investigation has concluded, no fraud has occurred, and they will not grant me the provisional credit I desperately needed. At this point, Serve not only was negligent in their due diligence towards my claim, they refused to ask any additional questions to me, refused to work with local authorities who may have provided insights and help onto the matter, and allowed their fraud system to generate a lazy " no ''. I demanded to know why it was deemed " not fraud ''. The rep I spoke with on XX/XX/XXXX told me " we currently do not have any data or information noted here at this time ''. They told me " we can give you an address where you can write a letter to our corporate team ''. I have rent and bills due NOW. I am a customer who TRUSTED Serve to do their job and protect the end-user. I was robbed XXXX by a stranger who is still uncaught, and Serve left me out in the cold because their algorithm didn't have enough data given to it to influence a " yes '' on my fraud claim. They told me multiple times " the provisional credit could come any day up to the 10 days '' prompting me to push off landlords and bills as long as possible. They fully intended to let it run the full 10 days, not inform me of anything regarding my claim the entire time, and then tell me they couldn't help me. I told the rep I spoke with on XX/XX/XXXX I would stay on the phone all afternoon if I had to until you bring me someone who can answer my question as to why they are denying my claim. I was given a supervisor, named XXXX ( employee # also noted upon request ) and she was at least helpful enough to ask me more questions regarding the initial incident and reponed the claim as of XX/XX/XXXX. At this point, I have resubmitted the declaration of fraud claim and am now BACK in the 10 day/45 day window. The detective said she is currently awaiting bank response on footage but it could take up to 30 days. Everyone has time to wait for their policies to run their courses, but guess who doesn't? The person who was robbed. The customers. I'm writing this complain obviously in hopes someone can step in and be an advocate where I feel I have none in this moment. I also want to call out gross mismanagement of customer protection duties where I see it. Someone else could be in a similar situation with Serve and I want to do my part. Thank you.
Company Response:
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I initially contacted American Express to verify my application status. I was told that my XXXX XXXX that is registered with the XXXX XXXX XXXX XXXX did not exist. That is a blatant lie. Then I called back and was told that the XXXX XXXX XXXX XXXX website was not working and that they had an outage. I contacted the XXXX XXXX XXXX XXXX XXXX and confirmed that their website had no outage and was functioning properly. American Express lied to me multiple times but what is most disturbing and fraudulent, they lied using false information directly associated with the Great State of XXXX. What else are they lying about?
Company Response:
State: CA
Zip: 93012
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: amex card was opened and use without my authorization I wish this account be closed and erase from my credit report thank you.
Company Response:
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
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 make autopay payments on my American Express Delta card. I made an auto payment of {$500.00} on XX/XX/2023 for my XXXX monthly statement. After making my XXXX payment, American Express auto debited my entire remaining statement balance of {$11000.00}. When I called Amex to report this error since I had already paid {$500.00} for the month of XXXX, they issued a refund of {$9500.00}. Amex then issued another auto debit on my account for {$11000.00} on XX/XX/XXXX, and for the same amounts on XX/XX/XXXX and then again on XX/XX/XXXX. When I called Amex AGAIN, the rep told me that they had NO ability to STOP Autopayments!! They told me to call my bank and get a stop payment to stop the Autopay retry. My bank charged me {$30.00} to issue the stop payment on the Autopay amount. Amex then added the Autopay charge of {$11000.00} back to my credit card as if I had made a purchase in the amount of {$11000.00}. My original credit card balance at the beginning of XXXX was {$11000.00}. Since Amex issued a FRAUDULENT CHARGE OF {$11000.00} on XX/XX/2023, my balance DOUBLED to {$22000.00}! The FRAUDULENT CHARGE is NOT the result of any purchase, but solely due to Amex 's error. I have called Amex multiple times to correct this error and they have REFUSED to respond or return my calls.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: XX/XX/2023 XXXX XXXX XXXX american express card reference number XXXX first i filed a complaint with cfbp next i will call XXXX to alert the company of possible fraud on my credit report
Company Response:
State: TX
Zip: 76036
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: American Express has provided my work address to two different debt collectors. XXXX XXXX XXXX, is the second debt collector that has sent mail to my place of business concerning a debt from American Express. The mailing is attached. On both occasions, the person that receives the mail sent to that address opened the mail, not knowing that it was personal mail. I have never given American Express this address as a method of contact for me. I contacted American Express on XX/XX/2023, around XXXX a.m. central time, to inquire about the address and to inquire about the status of my accounts. I wanted to know if my accounts had been sold to a debt collector or placed with a debt collector for collection purposes. I was not given a direct answer to those questions. The American Express representative told me that another " Team '' was handling my accounts. I learned from a previous complaint filed against, XXXX XXXX XXXX, that the address was obtained from American Express. The response letter from XXXX XXXX XXXX, stating that the address was obtained from American Express is attached.
Company Response:
State: MS
Zip: 39120
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My card was stolen in XX/XX/2023 and I disputed the charges four times everytime they denied it they have no documentation to support why they keep denying me they basically just don't want to uphold American express zero liability fraud protection terms and it is really sad they even suspended my account saying that I am submitting to many claims but all my claims are for the same transactions that is fraudulent I really need help getting my money back this is against the law American express serve should be ashamed
Company Response:
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A