Date Received: 2023-03-23
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Summary : I am a holder of the American Express XXXX XXXX XXXX credit card. The card comes with one free night award valid for 12 months after issuance, good for participating XXXX hotels for redemption level at or under XXXX XXXX XXXX points. This free night award certificate was deleted from my account before expiration date. I had been given the runaround when I tried to call to follow up and not going anywhere. What happened : XX/XX/XXXX American Express charged me {$450.00} annual fee for the American Express XXXX XXXX XXXX credit card. I paid this fee on my card. XX/XX/XXXX The XXXX XXXX XXXX points free night certificate was deposited into my XXXX XXXX account, expiration date XX/XX/XXXX. Please see attached email in complaint. XX/XX/XXXX I called into XXXX XXXX to have the free night certificate extended as I was not able to travel last year due to all the covid travel restrictions. XXXX XXXX customer representative told me that I would get the XXXX year extension as a one time courtesy. However, she ran into a system error, and the cert was deleted from my account. A case was opened on my behalf to have a cert with one year extension reinstated in my account. Case # is XXXX. XX/XX/XXXX I got an email from XXXX XXXX from XXXX XXXX Customer Care, saying the he was not able to extend the expiration of the cert. This contradicts what we were told from the customer rep. There was also no mention of the cert that has disappeared from my XXXX XXXX account. XX/XX/XXXX I called into XXXX XXXX to follow up on my missing certificate. A different customer representation reopened my case ( Case # XXXX ) and told me I have to wait for someone to resolve the case. Meanwhile I can not use the cert still since it is missing from my account. How I would like the matter to be resolved : There are two options for American Express to go from here : 1 - Please refund my {$450.00} fee that was charged on my American Express XXXX XXXX XXXX credit card on XX/XX/XXXX as the promised free night award certificate is not available for me to use 2 - Please reinstate the free night award certificate in my XXXX XXXX account with the one year extension promised by the customer representative. I had gone on trips while the certificate was missing and I had to pay out of pocket for my hotel stays as I was prevented from using the certificate as it was not available to me. I would like to have the one year extension as promised to be made whole since the certificate was unjustifiably deleted from my account.
Company Response:
State: CA
Zip: 90063
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made a payment for my XX/XX/2023 American Express bill by the due date but my payment was returned as " rejected '' even though my payment method ( checking account ) had the funds ready to be taken out. As a result of this returned payment, I was charged three fees : a returned payment fee of {$29.00}, a late fee of {$29.00}, and an interest charge of {$5.00}. I believe that American Express has been making more errors since this past year and in another instance involving this same card, American Express sent me an email stating they would be sending a new card but no card was sent until I contacted American Express multiple times to sort it out at great expense to myself. I'm requesting American Express to remove these 3 fees and charges as the payment shouldn't have been returned and the funds for the bill were available.
Company Response:
State: AZ
Zip: 85705
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: i sent the credit Bureaus letters asking them to verify the on my report.the have sent it back stating that everything is verified correctly. my credit report is still showing inaccuracies 15 U.S.C 1681s-2 AX1 A person shall not fumish any information relating to a consumer to any consumer report agency if the person knows or has reasonable cause to believe that the information is inaccurate
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023 I requested a ACH money transfer to a outside bank account but the money was never deposited into the outside bank account and every time I call about the transaction I am told that the money was transferred but my outside bank account said that they never received the ACH deposit.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I opened the American Express XXXX and XXXX card in XXXX after entering XXXX XXXX. Despite AMEX stating on their website that Military Lending Act protections are applied automatically, I was charged the annual fee for both cards. XX/XX/XXXX - Platinum Membership Fee appeared on my statement - {$690.00} XX/XX/XXXX - Gold Membership Fee appeared on my statement - {$250.00} I called American Express shortly after, expressing my concerning. The representative said that the protections would be applied and I would be reimbursed. I was not. This year, I was again charged the annual fees. XX/XX/XXXX - Platinum Fee - {$690.00} XX/XX/XXXX - Gold Fee - {$250.00} Totaling {$1800.00} in fees that I should not have been charged per the XXXX. Since being charged the fees this year ( XXXX ), I have reached out to American Express multiple times. XX/XX/XXXX : A customer service representative on the online chat stated I was ineligible for XXXX because XXXX debt incurred after XXXX XXXX. '' This is a blatant misrepresentation of XXXX protections and is incorrect information. XX/XX/XXXX : I called AMEX directly who stated I would receive information within the month. I did not. XX/XX/XXXX : I called AMEX directly. The representative looked over my information and stated that they saw my requests in there from last year. He stated he would submit the information again and I would hear back within the month. I did not. XX/XX/XXXX : A customer service rep on the online chat stated that they would submit an XXXX application for me and ignored my attempts at telling them that I had already tried this multiple times. He stated I would receive information in XXXX weeks. I have not. XX/XX/XXXX : A customer service rep on the online chat stated that the eligibility is still being processed and recommended I " may be instead eligible for the XXXX benefit. '' Again, this is a blatant misrepresentation of what I want and they refuse to acknowledge that they owe my the annual fees. She then directed me to a representative that would cancel my cards- which is not what I want. Upon request I can provide : - Credit card statements reflecting all XXXX charges - My military orders showing my XXXX XXXX time began prior to opening both cards - A statement from the XXXX XXXX XXXX XXXX reflecting my XXXX XXXX status
Company Response:
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
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 purchased multiple laptops online from XXXX XXXX. As a result I was charged {$5000.00} ; {$3200.00} ; and {$1400.00}, which totaled {$9600.00}. After making the purchase, XXXX XXXX confirmed my order, and sent me a receipt with my correct address on it. I still have the copy of the receipt. Unfortunately, for some reason still not disclosed me to by XXXX XXXX, after sending me such receipt, XXXX XXXX changed the shipping address zip code of my order from XXXX ( which is the correct zip code listed on my receipt ), to XXXX. This change caused my order to get delivered to a completely different address. When I brought this to XXXXXXXX XXXX attention, an investigation was done. At the end of XXXXXXXX XXXX investigation, I was told that XXXX XXXX would not be offering me a refund or replacement because the items are showing as delivered. I NEVER DISPUTED THAT MY PACKAGES WERENT DELIVERED. MY ARGUMENT IS THAT BY XXXX XXXX CHANGING THE ZIP CODE OF THE ADDRESS I PROVIDED THEM FROM XXXX, TO XXXX, WITHOUT ANY AUTHORIZATION TO DO SO, OR EVEN CONTACTING ME, THE PACKAGES WERE DELIVERED TO THE WRONG ADDRESS. Thus, I NEVER received the items that is showing as delivered. When I contacted AMEX, the agent opened a dispute. At the end of AMEXs dispute, I was told that AMEX would not be honoring my dispute because XXXX XXXX provided them proof that the items were showing as delivered. Again, I NEVER DISPUTED THAT MY PACKAGES WERENT DELIVERED. MY ARGUMENT IS THAT BY XXXX XXXX CHANGING THE ZIP CODE OF THE ADDRESS I PROVIDED THEM FROM XXXX, TO XXXX, WITHOUT ANY AUTHORIZATION TO DO SO, OR EVEN CONTACTING ME, THE PACKAGES WERE DELIVERED TO THE WRONG ADDRESS. Thus, I NEVER received the items that is showing as delivered. When I called AMEX to point out that XXXX XXXX proof of delivery from the shipping carrier wasnt sufficient to close my claim, because it doesnt address the fact that it was delivered to the wrong address due XXXX XXXX changing the zip code from XXXX to XXXX, the agent told me that when she puts my address in on XXXX XXXX the XXXX zip code pops up. Therefore, to refute the AMEX agents claim, I reopened the dispute and attached pictures of a package that was delivered to my address with the XXXX zip code on it, THE SAME EXACT WAY THAT I GAVE IT TO XXXX XXXX, so if other packages could get delivered directly to me using the same exact address that I gave to XXXX XXXX, what would give XXXX XXXX the right to change the zip code that I gave them? AMEX took such evidence to reopen my dispute. To respond to AMEX, XXXX XXXX, without ever addressing my true claim, submitted the SAME EXACT original documents that they already provided to AMEX, showing that the package is showing as delivered, when that is not the crux of my claim. AMEX, also never addressing the fact that XXXX XXXX changed the zip code and had the packages delivered to the wrong address, accepted XXXXXXXX XXXX response and closed my dispute. The XXXX XXXX XXXXXXXX XXXX HAS FIVE BOROUGHS, and the ZIP CODE IDENTIFIES WHAT BOROUGH IN THE XXXX XXXX XXXXXXXX XXXX A PACKAGE GOES TO. IF YOU CHANGE THE ZIP CODE IN A PACKAGE HEADED TO THE XXXX XXXX XXXXXXXX XXXX, YOU WILL CHANGE THE BOROUGH IT GETS DELIVERED TO! In all reality, if there was absolutely ANYTHING wrong with the address I gave XXXX XXXX, they can not just make a decision to guess the correct address on their own ; the FTC forbids it. XXXX XXXX shoud 've either cancelled the order ; or contacted me. They are not allowed to modify or correct an address on their own without talking to the consumer! I have in my possession the original XXXX XXXX receipt, where they had my correct address listed; and I also have the shipping receipt where XXXX XXXX changed the zip code, so I KNOW that it was XXXX XXXX who changed the zip code, which ultimately caused my packages to get delivered to the wrong address.
Company Response:
State: NY
Zip: 11203
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
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: On XX/XX/2023, my car was broke into and took my wife 's ( XXXX XXXX XXXX wallet that had all her credit cards. I immediately called American Express customer service to report that the card was stolen and to cancel it. While I was on the phone with Amex rep, my wife 's stolen card was fraudulently used by someone in XXXX and charged a total of {$260.00}. The Amex rep told me that I should not worry about it as long as I filed a dispute on that transaction. While I had the rep on the phone, I filed the dispute with him, cancelled the card and requested a new one. On XX/XX/XXXX, I received a letter from Amex stating that I am responsible for the amount in question. It was not the resolution I was expecting to get because it was very clear that we did not make that transaction as I reported the card stolen before the charge took place.
Company Response:
State: CA
Zip: 90004
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: hello, I've had the following account since XXXX I'm disappointed in the treatment I've received- during my time of hardship. Not only do I believe you have violated my consumer right but I have lost faith in the ability of your company to protect me as your customer. On the XXXX of XXXX my account was closed per the agent I spoke to due to the past due status. while I did know that the account was pass due I had every intention on catching complete back up, once I recover financial from the death in my family. I had no idea and wasn't aware of the severity of my tardiness. From my knowledge The last attempted to make a payment before closure was online where i update the account number removing the previous XXXX bank and adding a XXXX XXXXXXXX account with sufficient funds to cover the amount I wanted to pay. However, It seem the Amex system online didn't register these changes and didn't process my payment through the correct account " XXXX XXXX ''. This would have prevented my account form going further pass due and leading to the closure. which has lead me to today where I made a payment towards the account to completely catch up thank god! but received unsettling service form your rep. who would not provide me any kind of company id to better identify him just his first name XXXX, He tried to tell me the systems where sown and to call back in 2 hours when i ask to speak to a supervisor. He came back attempted to resolve my issue. then when i assisted to get a supervisor and they would call me back in 30 min but i never received a call. I am requesting you to reinstate my account complete with the Authorized users and also in a effort of good faith a credit to the account for all retuned payment fees and late fees on the account based on the service I've received i feel this is just. look forward to hearing form you.
Company Response:
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
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: On XX/XX/XXXX my pc received a virus that caused me to take it to get repaired over a period of 6 days. During that period i was receiving numerous of fraud charges on all of credit cards that were saved on my computer. The banks that were affected were XXXX, XXXX XXXXXXXX XXXX XXXX and American Express. Every bank has resolved and refunded this incident except American Express, and there were 2 cards that had fraud charges ( delta platinum & delta gold ), a total amount of XXXX was charged on my platinum card and XXXX on my gold card all from the same merchant. American Express credited and refunded the XXXX on my delta platinum but did not credit the charges on the delta gold. All these charges took place back at the end of XX/XX/XXXX and it is now about to be XX/XX/XXXX. Every week they tell me they are still investigating the case and it seems they let these fraud charges post to my credit report affecting it very negatively. They never seem to provide me any information on the case and i need help!
Company Response:
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: AMERICAN EXPRESS XX/XX/XXXX AND XXXX XXXX XXXX and XXXX XXXX XXXX XXXX these accounts not opened by me. I only have 2 cards with XXXX XXXX and 1 credit card with XXXX XXXX. Ive sent many letters to all 3 credit bureaus and also to American Express and XXXXXXXX XXXX XXXX with no resolution. I am still wait to hear back from XXXX XXXX cause ive never had services with them also.
Company Response:
State: KY
Zip: 42420
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A