Date Received: 2024-01-04
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: In XXXX of XXXX we entered into a payment plan to pay our then cancelled American Express account through American Express partner agency XXXX XXXX XXXX. The account balance at this time was a little over {$11000.00}. The terms of the agreement was sent by AMERICAN EXPRESS in writing by mail to us. We were appreciative of the because we were dealing with the grief of losing our child. Every month XXXX deducted the monthly amount from our bank account {$240.00} and paid AMERICAN EXPRESS {$240.00} each month stated under AGENCY REMITTANCE on the account due date, which AMERICAN EXPRESS charged a {$40.00} late fee then reversed the {$40.00} fee on each statement. We received paper statements from American Express and XXXX XXXX XXXX, each month with these details. On XX/XX/XXXX XXXX XXXX XXXX, transferred the servicing of the account to XXXX XXXX XXXX and this information was received in writing through the mail from XXXX XXXX formerly known as XXXX XXXX XXXX XXXX. The letter also stated the account balance was {$3000.00} payments would remain the same {$240.00} deducted from our account and sent to American Express per usual. Payments were made as stated above until XX/XX/XXXX. At this point we were paying more than the minimum balance and the account balance was decreasing. We usually didn't check the American Express statements each month due to the agreed upon plans and the money was automatically deducted from the accounts, so I believe there were no worries and we would be notified if changes were made in writing as we had been in previous years. The balance in XXXX was {$2300.00}. and the minimum payment was {$78.00}. All of a sudden sometime in XXXX, a credit score alert comes through that we were 30 days late on an American Express Account. We thought this to be unbelievable considering the account is cancelled and the payments are being made through XXXX XXXX, American Express 3rd party debt collector. We then reach out to American Express through chat who says the account with a XXXX party agency and to contact them. We contact XXXX XXXX and the agent says they have NO RECORD of the account and to contact AMERICAN EXPRESS. The online account, the app, will not allow a payment due to the account being cancelled ( which is the dumbest thing ever, and makes it even harder for the consumer ). We call American Express, in particular, my wife calls since she pays the bills, to make a payment to bring the account current and to see what occurred and American Express apparently has a policy that the account holder is the only person who can pay an account, ( once again, a stupid policy to keep the consumer in debt ), a spouse who is authorized to make payments should be able to at least make a payment. This further delays payment for XXXX 's statement, ( which is XXXX, it was not received by mail nor is listed as a pdf to download in the online account ) a check for {$200.00} is immediately completed signed by my wife and sent to American Express. In the month of XXXX and XXXX, my wife and I then draft letters of authorization for her to deal with the account and answers to these issues and emailed those with evidence of the errors to American Express corporate. We also dispute with the Credit Bureaus. A rep from American Express replies that they will investigate the matters. Someone called and said we would receive a letter on XX/XX/XXXX. The letter sent was from the Credit Bureau XXXX to say they will not remove the delinquency because " as the delinquency was not a result of an American Express error. '' The {$200.00} payment was applied on XX/XX/XXXX and the balance was {$2200.00}, along with no new charges, fees or interest. The XX/XX/XXXX statement stated a minimum due of {$85.00}. There should not have been a minimum due. It also stated, Includes the past due amount of {$40.00}. We have no clue what the XXXX statement says, because we never received an XXXX statement to send in a payment and it is not listed on the American Express account website ( screen shot evidence ) as a pdf to download. A phone was attempted again to make a payment after the authorization was given to my wife to pay and she was still told she could not make a payment in XXXX. At this point nothing is resolved and there is still no information given or sent in writing to say why the account was transferred back to American Express from XXXX XXXX. Another 30 days late hits the credit reporting account for XXXX. At this point credit score has taken almost a XXXX point dip due to these poor business practices from AMERICAN EXPRESS. We do not know how or understand their billing process and how they are coming up with their minimum payment amounts and had not received a bill in the mail. We are hardworking people who only want to maintain good credit and were indeed working with American Express and the 3rd party for the past 5 years of outstanding payment history. We want to pay the account timely and have evidence to prove we were doing so with NO ISSUE until this mistake of no communication. American Express wrong us and violated our consumer rights to notice of transferring of accounts. We still do not now exactly why they recalled the account. It stayed in a positive status for 5 years straight. American Express needs to acquire better practices with the members best interest in mind. Finally was able to speak to rep by phone who told me American Express was not at fault and can recall the account anytime they want, and that is okay as long as a notification is made to the consumer, so we know how to pay. They also still did not allow my wife to make a payment by phone on XXXX.
Company Response:
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Dear CFPB, I hope this message finds you well. I am writing to file a formal complaint regarding the declined offer for the Amex XXXX Credit Card, despite meeting all specified requirements. The situation unfolded as follows : Application Date : [ XX/XX/2023 ] Offer Details : earn XXXX Membership Rewards points after spending {$3000.00} in purchases on the card and 20 % back on eligible travel and transit purchases in the first six months ( up to {$200.00} back ) card membership. Despite fulfilling these requirements, my offer was declined without a clear explanation. I contacted Amex customer service on XX/XX/2023, and received conflicting information regarding eligibility and a supposed notice. I have attached relevant documents, including my application details and correspondence with Amex, for your reference. I kindly request your assistance in investigating this matter and facilitating a resolution. Your attention to this issue is greatly appreciated. Thank you for your time and consideration. Sincerely, [ XXXX XXXX XXXX
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received multiple AMEX gift cards from my family member. I can't use these cards anywhere. These virtual cards are declined online and in brick and mortar stores, at restaurants and grocery stores, or XXXX XXXX - no one will take these cards. I call AMEX customer service and they can not offer me any resolution. They can not tell me where I can use the cards ( their site claims you can use them anywhere that accepts AMEX ). They can not transfer my balances for my XXXX unusable virtual cards to a physical card. They can not offer me a refund. They do not allow you to use the cards for partial payments, nor do they allow you to charge too close to the total card balance. This system seems designed to XXXX a XXXX XXXX from American consumers. They hold our XXXX XXXX XXXX and tell us there is nothing they can do about it. They falsely advertise that their gift cards can be used anywhere that accepts American Express cards.
Company Response:
State: CA
Zip: 95662
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased a American Express prepaid card from XXXX on XX/XX/XXXX at XXXXXXXX XXXX. I attempted to make a purchase on XXXX on the same day a few hours later, and it didnt go through. I did research about this and others experienced the same issues. At around XXXXXXXX XXXX on XX/XX/XXXX, after attempting to make other purchases both online and in stores and having them decline, I called the AE customer service. At XXXX I was forwarded to someone who asked me about info on the card. He told me he verified the card and to wait 24 hrs and try to repurchase the same XXXX item, and around XXXX today i tried it again and it still didnt go through.
Company Response:
State: CT
Zip: 06905
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Hello, I am writing this letter to have the following information deleted off of my file.I am a victim of identity theft. I ask the items be delete and my credit report to be updated correctly. Ive reported the theft to the federal trade commission 's identity theft affidavit. Please resolve the problem asap.
Company Response:
State: CA
Zip: 94546
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was freezed by American Express for no reason. I can not transfer my money or use my money. I call them and a representive tried to transfer my call to the right person, but no one answered the call. I waitted more than 30 mins and the call still can not be answered. I am very worried about my money. I think they are not safe in American Express saving account.
Company Response:
State: NC
Zip: 28226
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I tried using the card on XXXX and was charged pending transaction but didnt go through. Tried using on XXXX and XXXX XXXX and said call card company. Called Amex 3x regarding issues : Was told first try another website. Then told wait for pending transaction to go through and it will work. It didnt work. I am XXXX as I told Amex so cant use in store. This card should be able to be used online!
Company Response:
State: NJ
Zip: 07003
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2024, I received a letter from American Express ( ref : XXXX ), asking for a copy of my tax return in connection with an application for credit. I contacted them at XXXX, and they were able to decline the credit application on my informing them that the application was not initiated by me, and thus fraudulent. On XX/XX/2024, after placing freezes and fraud alerts with the major credit reporting agencies, I again contacted American Express at XXXX, to request a copy of the application for credit entered in my name, so that I could complete a police report. The online police report ( XXXX, XXXX police department ) requires a dollar amount to be entered, in order to file the police report. Their representative stated that American Express ' policy is that they will not release a copy of the credit application without a police report, an affidavit of identity theft, and a copy of my government issued identification. I explained to her that this feels like a violation of my rights. If they accepted a credit application from whom was presumedly me, I should be entitled to a copy of that application for credit without anything beyond what they required to initially accept the credit application. When the representative was unwilling to make an exception to the policy I feel is unlawful, I asked to speak with her supervisor and she stated there was not supervisor and they would have a supervisor give me a call back in 24-48 hours. In a situation where identity has been compromised, timeliness is imperative to prevent further fraudulent activity and potential losses to all parties. I explained to the representative that this was unacceptable to me to and asked her to confirm if they were working without a supervisor present. She was unwilling to confirm if a supervisor was actually present or not, and simply repeated that a supervisor was unavailable. This felt as if a rogue agent was exercising her will to prevent me from getting the help that I need, as I already explained that the policy American Express holds as a barrier to prevent victims of identity theft from getting the documentation they need feels as violation of my own rights.
Company Response:
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Received a prepaid American Express card for XXXX with a {$220.00} balance on it. I checked to make sure there was a balance on the card on their website and it confirmed there was {$220.00} available. Whenever I try to use the card on any website it automatically declines the payment method, however, it takes XXXX out of the card every time I try to make a purchase. I've tried using the card on multiple sites including XXXX, XXXX, XXXX, and XXXX XXXX. None of them work.
Company Response:
State: VA
Zip: 24401
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I signed up for an American Express delta rewards credit card XX/XX/2023 from a link that offered XXXX bonus miles after {$2000.00} spent in the first 6 months if I signed up before XXXX XXXX. I did and was approved for that time period. I was later only given XXXX miles and the company said that is what was offered. I sent them proof of my documents, and they wont send me their proof. Just keep saying that is what I signed up for and no proof. They wont look at my supporting documents because they say they were never uploaded even though I have screenshots of them saying they were confirmed submitted. They now say they will not help me anyone and XXXX still left with no proof
Company Response:
State: GA
Zip: 31024
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A