Date Received: 2023-03-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have a savings account with American Express Bank that has been open now for many years. Lately, because of severe incompetence of their staff regarding a checking account, they have restricted my savings account, too, even though that account was never at risk. I called and ordered the savings account closed and the balance transferred to one of my external accounts which has been on file for a long time. The representative stated it would be done. The next day I received an e-mail stating they would not do that. I was told I must communicate with their banking operations department. I called their banking operations department and went through several identity verification requests including a code sent to my cell phone. Then the representative stated I needed to upload a copy of my state ID using a system they subscribe to called, XXXX, XXXX. I uploaded a copy of ID and on my end the process was shown as successful. The bank representative, however, stated it was not. We tried again several times and on my side it always said successful, but in her side she said it was not. Obviously their system is a failure. The representative stated the only other method to close my account was to send them a notarized form. I am currently overseas and, even if I weren't, there is no such thing as a free notary public. I would have to pay to get the money American Express is trying to steal from me. I want that account closed and do not want them to steal my money. I want it sent either to the XXXX external account on file or sent to me as a paper check. The CFPB should not allow American Express Bank to invent stories to steal a customer 's money.
Company Response:
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Amex never sent the notice or explanation of why I reduced my limit from XXXX to {$700.00}.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX I made a XXXX purchase in the amount of {$230.00}. I returned one of the items I purchased on XX/XX/XXXX to XXXX. On XX/XX/XXXX the refund in the amount oXXXX XXXX XXXXshowed in my American express serve account but had a merchant hold on it. I called American express serve to asked why a merchant hold was placed on the refund it was explained that the merchant has a 7 day hold on the refund. On XX/XX/XXXX I contacted American express serve to ask what happened to the XXXX refund that had a merchant hold because I did not see it anymore and thar it didn't show in my transaction history. The card issuer stated that I would have to wait another 30 days to receive the refund I asked why and she hung up on me. XX/XX/XXXX I checked my transaction to see if it showed upon checking the refund magically appeared but dated XX/XX/XXXX and the date I purchased items was marked for XX/XX/XXXX. So I contacted card issuer and asked why the refund was marked XX/XX/XXXX when there was a 7 day merchant hold on the refund. I also asked why they had the purchase date marked for XX/XX/XXXX when the purchase date was XX/XX/XXXX. The card issuer responded " The purchase date was made by the merchant and the refund was issued XX/XX/XXXX. I explained that the refund didn't show until the XX/XX/XXXX and that they didn't refund the money on the XX/XX/XXXX because of the merchant hold for XXXX XXXX the refund didn't appear in my account until XX/XX/XXXX. I went back and forth with the card issuer about this transaction and have not gotten anywhere. Because there was no change in my balance I believe the card issuer took my money.
Company Response:
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have applied for the American Express Hilton Honors Surpass card with a XXXX points bonus after {$1000.00} spent. I have met that minimum spent, but American Express refuses to give me the welcome bonus. I have tried reaching out to American Express many times to fix the issue but they never did.
Company Response:
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: American Express downgraded my status globally, from XXXX member to Platinum Member, and they refuse to reinstate my previously obtained through invitation XXXX status, a status for which I paid a lot of money for more than a decade. I provided proof of my status, and they insist on forwarding my request to XXXX, while they are an XXXX XXXX, their Global CEO and Chairman are located in the United States and they are responsible for operations all over the globe. It's almost XXXX what they are doing because I am not requesting an upgrade, they downgraded globally as a brand status and they must rectify that, and reinstate my already gained XXXX status. I am a member since 2000, they are mistaken when they say I am a new member of the Platinum Card in XXXX, they are not taking responsibility for the fact they are a global company headquartered in the United States, they control all other countries, and if I already got an invitation for XXXX status, they must respect it, they can not uninvite me, or ask me to wait for a new invitation, or they should invite me immediately to rectify this lack of respect.
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I tried to apply for American Express Credit Card on their startup program on XX/XX/2022. They said it would be soft credit check as advertised on their site. My call went to a different department where they took my application and did a hard credit check. Multiple AMEX agents confirmed that they would get my hard credit check removed in 90 days. It is still post 90 days and the hard credit inquiry on all three credit bureau still persists. AMEX other department approved my application but I didn't want that card and I wanted card under startup program so I declined the card and asked them to ensure that there is no hard inquiry on my file. Application Ref : XXXX When I called Credit Bureaus they said that AMEX has to remove these hard inquiry else it will stay there for 24 months. I have audio recordings with AMEX agents that confirm that they made a mistake in hard inquiry and it will be removed.
Company Response:
State: TX
Zip: 75204
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
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/2022 I opened an American Express Credit card. Terms of a XXXX dollar deposit were met and on XX/XX/XXXX I was credited XXXX to my account for meeting the promotion. On XX/XX/XXXX, I contacted American Express and closed my account because too many small businesses does not accept their card. I opened a XXXX XXXX card which I am completely satisfied with. After my account was closed American Expressed charged the XXXX dollars to my CLOSED account. They said I closed the account too early and the were reversing the promotion. At no time was I told they would do that when closing the card nor does it say on their promotion advertising they can add the XXXX to a closed account. It states 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 you account. At no time did I authorize the XXXX being added to a closed account. Also American Express has been reporting to the credit bureau and crashing my credit. At no point has American ever contacted me to resolve the situation. The had an automated machine call me. I refuse to pay them XXXX dollars to a cancelled account and any late fees or interest accumulated. I would like American Express to fix this and my credit at the same time. They are a big company trying to push around a consumer!
Company Response:
State: WV
Zip: 260XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2023 I applied for credit with AMERICAN EXPRESS and was denied. This is a violation of Equal Credit Credit Opportunity Act which is codified in 12 CFR Part 1002, also a violation of 15 U.S.C 1681m. This is proof of fraudulent activity ( unauthorized use of credit card 15 USC 1602p. The Card applied for was an AMERICAN EXPRESS Amex Card with a {$50000.00} limit and 110,000.00 flyer miles.
Company Response:
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for the American Express Delta SkyMiles Platinum card on XX/XX/XXXX. When I applied, the advertised promotion ( see the attached screenshot ) was 75000 bonus miles after spending {$3000.00} in the first 90 days. While on the phone with the agent, I specifically asked him if a ) this promotion applied to applications taken over the phone rather than just online, and b ) if, were I to be approved for the card, I would receive the 75000 bonus miles promotion. He answered " Yes '' to both questions. I asked him again to verify the terms of the promotion, and he again affirmed that, upon approval of my application, I would receive the 750000 bonus miles. In fact, as soon as the application was completed, I received an email stating that my promotional miles would be only 50000 miles. I immediately called AmEx to lodge a complaint. I was initially told that an investigation and decision would be completed by XX/XX/XXXX. After not hearing from AmEx, I called on XX/XX/XXXX and was told that it could take up to eight weeks to complete the investigation. When I called on XX/XX/XXXX, I was told that it could take up to ninety days for the investigation to be completed. When I called on XX/XX/XXXX, I was told that AmEx had decided to award only the XXXX miles. At no point prior to XX/XX/XXXX had AmEx notified of me of that decision, and if I had not called, I would not have learned of it. During my conversation with the agent on XX/XX/XXXX, she told me that since the 50000 miles had already been " activated, '' there was nothing that AmEx could do about the 75000 miles. Contrary to what she implied, I have not used any of the awarded bonus miles. It is true that I did spend {$3000.00} in the first ninety days, but that only because I would not have received any bonus miles if I had not done so. Not only did AmEx lie about the promotional miles that I would receive, but they appear to have deliberately waited until after I spent {$3000.00} either to make a decision regarding my case or to notify me about it ( which, again, was done only after I called AmEx to inquire about the investigation 's status ). This is doubly duplicitous.
Company Response:
State: OK
Zip: 74012
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I received a Prepaid American Express Gift Card for {$100.00}. Card # XXXX XXXX XXXX exp XX/XX/XXXX sec code on front XXXX. I didnt use the card. I went online to check the balance to see that it had been used on XX/XX/XXXX at XXXX XXXX for {$100.00}. This was not me. It is an unauthorized fraudulent purchase. I called AMEX on their phone number on the back of the card. Was on hold for 48 minutes to be told that I need to call the place it was used. AMEX has no responsibility. How can AMEX have no responsibility to address fraud? I followed AMEX direction and Called XXXX XXXX at XXXX to be told they couldnt do anything and that I needed to call AMEX the company who issued the gift card. I then called back AMEX. They continued to say they could not help me. This is unacceptable. Banks are required to follow Regulation E for unauthorized transactions and AMEX basically told me they had no responsibility. This entire process took me over 3 hours to get nothing resolved as no party will help me. At this point I am out {$100.00}. The information on the back of the gift card is the following : Visit AmexGiftCard.com/Balance or call XXXX for balance. Issued by American Express Prepaid Card Management Corporation.
Company Response:
State: MA
Zip: 01056
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A