Date Received: 2023-03-28
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Section 611 ( a ) of the FCRA requires a CRA to conduct a reasonable reinvestigation of any item of information in a consumer 's file if the consumer alleges the item to be inaccurate. Improper account spending limit change Company ( American Express ) Saturday, XX/XX/XXXX at approximately XXXX XXXX I had XXXX dollars of available funds in my account my spending limit on my card was before XXXX XXXX that day and the time before was XXXX dollars. I've been with American Express for a few years and have made every payment on time, and have never been late. As I stated above my spending limit was XXXX dollars I had an available fund of about XXXX dollars before XXXX XXXX. After XXXX XXXX I noticed a change in my spending limit and a change in my available funds as stated my balance on the card was XXXX and my spend limit was XXXX the card had gotten me through buying all the necessities for my home but I still made sure I paid the minimum balance. Recently my goal was to start paying the card off in big chunks my XX/XX/XXXX - XX/XX/XXXX statement was XXXX I then paid XXXX on the card with put my XXXX XXXX XX/XX/XXXX adjusted balance to XXXX the list of payments I submitted on my account was a payment for XXXX on XX/XX/XXXX, On XX/XX/XXXX I made a payment for XXXX, and the XXXX dollars that I made before my statement for XXXX XXXX XX/XX/XXXX. I called American Express because they change my spending limit but could not for some odd reason where the XXXX dollars I had in available funds went because I paid XXXX dollars on my card of money that I put back the card which means if I pay it back I can now use it but no one can tell me where my funds went and now my account is left at XXXX dollars from just had a fund of XXXX. no matter if American express refreshes your spending limit you already paid on the card for the refresh and had those available funds so they should not be taken AT ALL. I was left with the same statement balance and a lower s [ ending limit and they had no clue when I contacted them multiple times on the same day XX/XX/XXXX where XXXX dollars vanished too because there was no indication of it at all.
Company Response:
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This is relating to an issue with American Express which has been going on for almost a year. I went into an establishment on XX/XX/2022. As is customary I gave my Amex Platinum card and ID to the server for my initial charge. While I was in the bar, they charged 2x {$7700.00} to my card without my knowledge nor consent. My card and ID were given back to me when I left. When I noticed the transactions on my statement I contacted Amex, assuming this was an error. Eventually Amex came back to me and said they had copies of the receipts with my ID and card. The signatures on these receipts were not mine. I provided copies of my passport and driving license to show this was a forged signature. At this point Amex moved it from " disputed '' to " fraud '' departments. On XX/XX/XXXX, XXXX from Amex sent one of the transactions to fraud, cancelled my card and sent me a new card. The other transaction stayed in disputed because it was deemed a duplicate transaction. At this point, this had been going on for 5 months, my credit rating had been impacted and so my lawyer wrote a letter dated XXXX XXXX, asking them to expedite this to resolution. On XX/XX/XXXX, the second transaction was also sent to fraud. Around this time, both transactions were reversed and the {$15000.00} credited back to my account. I had not received final confirmation so I called and spoke with XXXX on XXXX XXXX at XXXX ET. I was told both have been found in my favor and I would receive a hard copy letter in XXXX days confirming this. I did not receive this letter so I wrote a complaint letter on XX/XX/XXXX. I received an email on XX/XX/XXXX saying my account was going to be debited {$15000.00}. I called them at XXXX ET and spoke with XXXX XXXX He told me one of the charge disputes had been closed in my favor, the other was still pending but because they are the same case, should be resolved in my favor soon. He told me the email today was incorrect and should never have been sent saying my account would be debited. He told me his supervisor, XXXX will call me within 24 hours. XX/XX/XXXX - my account was showing the debit for {$15000.00} so I called and spoke with XXXX. I asked for them to have XXXX or XXXX call me and they had told me the email was incorrect and not to worry. I had still not heard from XXXX nor XXXX. XX/XX/XXXX- had not heard anything so called again and spoke with XXXX XXXX XXXX, a supervisor who said would handle this and investigage XX/XX/XXXX - voicemail from Amex asking me to file a police report. This has been going on for almost a year. - my credit rating has been damaged by these charges- this is clearcut fraud - Amex sent me a secure message confirming the case was found in my favor- Amex have told me multiple times on a secure line that one or both cases have been found in my favor - Amex told me to disregard the XX/XX/XXXX email about the debit as it was an error - I still have no idea why the amount was debited after I was told on XX/XX/XXXX that I would receive confirmation of resolution in my favor by mail XXXX days - Amex do not respond to my letters- Amex do not respond to letters from my lawyer - Every time I call them I have to start at the beginning and estimate I have spent over 20 hours on the phone with them about this- They have only recently requested a police report. My lawyer advises me against this since it is almost a year ago. They did not request this previously and I did not file a police report because I always assumed this was an error and Amex found in my favor and reversed the charges - This is over $ XXXX in unauthorized charges. The horrendous service by Amex and mixed messages has caused huge amounts of stress. - My lawyer suggested I contact CFPB before filing a breach of contract action against Amex I am happy to answer any questions you have and appreciate your assistance in fixing this mess. I have attached all letters to Amex from me and my lawyer, all of which have gone unanswered. Thank you
Company Response:
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have been trying to get this unauthorized Inquiry off my credit report for months. I have sent in 4 disputes and nothing is being done. I have sent in proof that I myself are submitting the request to have this removed. I have filled for a full file disclosure and never received it.
Company Response:
State: IL
Zip: 60827
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I am re submitted a complaint that didn't come to a resolution with my credit card company. They closed the complaint with no resolution. Business Credit card was suddenly closed with no reason given on XX/XX/XXXX. There were over {$1000.00} in rewards points on the card when it was closed that can't be used now that the card is closed. After the card was closed we called American Express on XX/XX/XXXX and was told there was no reason for closure and that the representative on the line would take care of the issue for us and reinstate the account. By XX/XX/XXXX the card was still closed and we called support again. Again we were told there was no reason for the card to be closed and that we would have to " reapply '' to have the card reinstated. It is now XX/XX/XXXX and the card is still closed with no follow-ups from American Express . We would like the card to be reinstated and to regain access to our rewards dollars. The response to my original complaint on XX/XX/XXXX was responded to today XX/XX/XXXX. I am summarizing with my interpretation of the letter but it basically stated we don't know why your account was closed, you provided everything that would be needed to reinstate it and the card is still closed. I have attached the companies response from today XX/XX/XXXX which offers no resolution of reasoning.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Just started using the American express card. There's no spending limit on this particular card and after using it for approximately 2 weeks we made our first payment to the credit card which effectively, and for unknown reasons locked up all of the credit cards for our company. The payment was made in the previous week early on and by Monday the following week the payment had not yet been received the cards were still not usable. When queried the company said that this is because we were attempting to make our first payment. Until a relationship was established with our bank the credit cards were going to remain locked. To be able to use the credit card up until the first payment is made and then lock the account? This makes no sense to us at all.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I contacted AMEX in regards to XXXX payments we submitted that would be returned due to an accident involving our bank accounts. AMEX reassured me over the phone that a returned payment would not be an issues, rather that we would only incur a small {$39.00} fee. The returned payments came and went, we made substantial large payments to heavily pay down our balance in the amount of {$4000.00} & {$7000.00}. This was all fine until yesterday. We opened a new AMEX business account for another company and our account was sent to financial review, during the review they saw the XXXX returned payments, and charges with a company that they deemed was " affiliated '' with us, which they provided no explanation about how they came to this conclusion. After making this review they immediately closed my long standing account ( since XXXX ) and also suspended our new account. AMEX baselessly closed these accounts and refuses to provide any valid reason for the closure even though we were upstanding users and made on-time honest payments for years. We were never late and never carried a balance over our limit.
Company Response:
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On approximately XX/XX/XXXX, I went into a store to make a purchase of approximately {$60.00}, and the purchase was declined although I had sufficient credit on my card, and the card was a no limit credit card. Today, XX/XX/XXXX, I get an email about a separate account that Ive had for the last 6 plus years Ive always paid my bill on time and have even paid the balance in full. Even with this AMEX decreased my credit limit and has sent me an email saying that my credit limit will once again be decreased unless I make a {$1200.00} payment. This is totally an unfair practice due to me having a perfect payment record with AMEX on all my accounts by making payments early and always on time for the last 6 plus years. Even through the pandemic Ive never missed a payment and AMEX is now threatening to reduce my credit limit once again, after doing this approximately 2 years ago and decreasing the limit on my gold card no limit account, thereby causing me embarrassment when attempting to make a {$60.00} purchase, by declining that purchase, although there was sufficient credit to make the purchase. They have reduced my no limit Gold card to approximately {$4500.00} and are threatening to do the same to my blue cash everyday card that I have paid faithfully for the last 6 years. I am a retired XXXX United States XXXX veteran who has honorably served my country and do not deserve AMEXs discriminatory and harassing treatment!
Company Response:
State: NM
Zip: 87114
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My bank thats saved isn't auto set up or even asked when setting my account up, so when I thought I was setting up autopay, I was actually only setting up a connected bank account. American express should automatically ask customers upfront whether they want to use a saved bank account for autopay for the new credit card account. Also, even if american express doesn't do that, they should make connecting a saved bank account and setting up autopay the same step. Finally, american express 's default setting is to notify the consumer 2-3 business days after the payment is due ( enough time to charge interest not for the benefit of the consumer ). The default setting for american express should be to notify the consumer BEFORE and On the day the balance is due not after when the credit card company has already extracted interest fees and late fees from the consumer.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: American Express canceled my platinum card without any warning. They provided no explanation why the card was canceled. They stranded me in a foreign country where I needed the card to pay basic expenses. This caused me significant difficult. To this day I have no idea why they canceled my card, when they canceled, how they were able to do this without my authorization or why. This card has a significant annual fee, Amex owes me a refund of this fee for loss of use of the card. I have no idea where they sent the replacement card or why. I did not receive it.
Company Response:
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
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 scammed me on additional card member fees. When I signed up for additional card members I made it clear to the agent that the cards would only be useful to me if I could get the priority pass benefit by XX/XX/XXXX. The agent assured me that I could. By XX/XX/XXXX I was still unable to get the priority pass benefit promised to me. I canceled the additional cards. American Express still scammed with a {$170.00} for these cards I never used and never activated. This is a fraudulent charge from American Express themselves. They just completely lied about this benefit and when it would be available. They have since refused to refund this fraudulent {$170.00} charge.
Company Response:
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A