Date Received: 2023-02-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: American Express is stating they are now charging me {$4200.00} for a charge they are claiming did not go through on XX/XX/2022. The charge went through previously ; yet I can not locate it on my statement. I believe they are charging for something past when they should be able, and believe they have altered my online statement.
Company Response:
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I tried to link my XXXX account to my American Express savings account. XXXX account show up as XXXX XXXX because that is the bank they use for US currency. After linking, my American Express savings account is frozen. I called them and uploaded the statement from XXXX as requested. My American Express savings account is still frozen.
Company Response:
State: WA
Zip: 98118
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I purchased two American Express gift cards ( one for {$350.00}, and one for {$500.00} ) on 2/15 at my local grocery store. Within 6 mins of purchasing, I checked balances to ensure the cards were loaded before throwing receipts away and came to find that the money was completely wiped off the cards. I went back to store I purchased them from, spoke to the XXXX and was told I had to deal with American Express directly. I called American Express at least 15 times since XX/XX/15 and spent over 10 hours on the phone. I came to find out the cards were hacked and the money was taken the second they were loaded. American Express Customer Service provided the merchants websites and phone numbers for where the money was spent, and advised me that the responsibility was on me, to dispute directly with the merchants. However, when I called the numbers provided by American Express, I found they were completely different companies from the companies listed in American Expresss system. The companies listed in the Amex system were actually fake/ didnt exist. The companies whose phone numbers were attached to these fake companies in Amex 's system were legitimate but completely different and they had no such connection to the fake company or awareness of any transaction or purchase. Company 1 for {$350.00} : Amex stated purchase was made to : XXXX Gift XXXX XXXX XXXX Phone # XXXX When I called that #, it is actually for a company called XXXXXXXX XXXX XXXX. Company 2 for {$500.00} : Amex stated purchase was made out to : XXXX XXXX. Gift Card : XXXX XXXX Phone # XXXX When I called that #, it is actually for a company called XXXX. Both companies confirmed they are not connected to the " companies '' listed in Amex 's system, do not sell retail to consumers and have no purchases/transaction made using a Amex gift card. I also have email / text confirmations from the companies. American Express customer service, as well as 3 supervisors ( after being hung up on 3 times and having to call back and sit on hold for an hour each time!, including " XXXX '', " XXXX '', XXXX '' and " XXXX '' among others ) advised me its my problem to deal with a lost or stolen card ( please note : the card was not lost or stolen ; it was hacked ) ; and I need to dispute with the merchants ( the merchants that are actually ghost companies that dont actually exist ) and no one would help me per their policy. I have now lost almost {$1000.00} dollars and American Express has washed their hands of any responsibility. I need to be very clear - I read your policy, and your policy states there will not be any refunds for a lost or stolen card and I understand that but my cards were not lost or stolen- they are still very much in my possession. The problem is that the cards were hacked and literally the second I purchased and loaded them at the store- the money was taken by someone. Attached are communications with the companies Amex is stating the money was spent at, providing that is not true, and the card/Amex system was hacked, along with the reciepts proving i paid for the cards.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: i have not been to the residence thats on file as my address for a while due to school and work but once i went back and i was able to log into my XXXX account i saw XXXX american express accounts that i had not opened and they spent a large amount in my name and this has effected my credit score terribly i dont know how i could move foward due to it
Company Response:
State: NY
Zip: 10460
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
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 disputed a charge with XXXX via American Express. American Express denied my claim without reading the rationale for why I disputed the charge. American Express stated that It was my responsibility to cancel the booking, however as it was discussed in my documentation, I did try to cancel, however XXXX would have charged me in full for the cancellation. Furthermore the host tried to have me agree to terms and conditions that were not disclosed prior to booking, that I did not agree to. This is a violation of the Fair Credit Billing Act. If the agreement is not agreed to I can not be charged.
Company Response:
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
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 XXXX my XXXX XXXXXXXX checking account issued electronic payment of {$13000.00} to American Express by mistake. The payment was supposed to go to XXXX XXXX. For over XXXX weeks I have been calling XXXX, XXXX and XXXX XXXX. American Express say they see my money but cant release it because its under XXXX old account and that I should call XXXX XXXX XXXX XXXX say they have nothing to do with XXXX system and that I need to pay them their money XXXX XXXX sent me a proof of payment to XXXX and say nothing they can do
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I am writing to express my general dissatisfaction about the XXXX card. I have had the card for several years. The annual fee has always been set at {$550.00} a year. To my surprised, when I looked at my credit card statement from XX/XX/XXXX, I discovered that the fees has gone up to {$690.00}. I did not even notice that until the amount was debited out of my account. A notice might have been sent to me, but clearly not one that is easily noticeable. I did try to contact customer service to discuss about it but I was told the increase in fees is justified because there are now additional {$240.00} digital subscription benefits. However, it only covers XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Guess what, the two most popular digital subscription services XXXXXXXX XXXX XXXXXXXX XXXX are NOT included!! This is a very insincere attempt to offset the increase in annual fees as Amex is just intentionally including services that are not that popular and hoping people will not utilize them. In addition, I would like to complain about the quality of the lounge service. Multiple times now, I tried to go the Amex XXXX lounge at the XXXX airport and the XXXX airport. I was informed that there would be a wait time of over 30 min or longer before one can get in. The same situation has also occurred at the XXXX airport to me. Thats generally the amount of time people has after going through security prior to boarding. That effectively means your lounge is NOT accessible to your customers! Amex has clearly oversold this card and now the lounges can not catch up with the demand. 3 Affiliated lounges at the XXXX XXXX airport ( XXXX ), XXXX XXXXXXXX XXXX lounge, XXXX XXXX XXXX Lounge XXXX XXXX XXXX XXXXXXXX Lounge have all now stopped accepting Amex customers due to overcrowding concerns, but Amex still advertises them as " accessible lounges '' and I have been turned away by these lounges at XXXX. I consider that misleading advertising! The only lounge that is open to Amex customers at XXXX now is the XXXX XXXX XXXX, but it is frequently very difficult to access because of overcrowding! This so card " lounge access '' benefit now almost amount to nothing almost anywhere! I have been an Amex card member since XXXX and have always held 1 or more Amex cards, but I can definitely say I have never been more disappointed, dissatisfied and dumbfounded with Amex than now. Amex raised the fees, and yet fail to provide the promised service ( lounge access ). You pretended to add extra digital entertainment benefits but in reality, forcing customers to subscribe to services that have little or no values to them and not providing them with the choice! I am also a XXXX XXXX member and a XXXXXXXX XXXX and I already received XXXX benefits from them, so the XXXX membership credits will also be of no values to me, but no alternatives are being offered. All in all, Amex is attempting to dump some useless services on customers and use that as an excuse to raise the annual fees. This is completely unacceptable. and reflect extremely poorly on Amex. I am afraid to say AMEX is certainly very successful in alienating and XXXX off your long-term customers!!
Company Response:
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I just received a call from XXXX XXXX XXXX my case number is XXXX. They advised me that I have a collection for a debt through American Express that was issued in XXXX. I told them that I don't even recognize the debt and it occurred over 10 years ago. They stated that I have a court order document that they need to give to me. I told them that I don't accept it because that debt doesn't show up on my credit report. They told me that it was out of their hands now that XXXX, and she did not complete the name of the people who are trying to reach me. Where in persuit to delivering the documents to me. Even though I did not acknowledge my name or the debt. It's supposed to be on a recorded line. They called today XX/XX/XXXX at XXXXXXXX XXXX. Thank you for your time.
Company Response:
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I received the attached promotion from the merchant for an American Express Gold Delta Card. I applied for and was approved for the card on the same day. The business confirmed that I would need to spend {$2000.00} by XX/XX/XXXX, to receive the XXXX bonus miles. On XX/XX/XXXX, I noticed a credit in the amount of {$300.00} on my account. When contacting the business, it informed me that a different promotion was honored but it would open an inquiry to cure the issue. I received XXXX instead of XXXX bonus miles from the business after meeting my spend threshold. In followup, I contacted the business on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX and XX/XX/XXXX. Each time I was given a myriad of explanations and told that the inquiry was still unresolved. On XX/XX/XXXX, I submitted copies of the promotional offer to the business to support my open case. On XX/XX/XXXX, after threatening to get the CFPB involved and/or institute proceedings to close my account, I was informed that the resolution is it would not honor the original promotion.
Company Response:
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: They are not approving the applications I have made to have an account with American Express and they have must to approve them because I am a XXXX and I have to be well to be able to XXXX XXXX XXXX XXXX to other people I must have my XXXX and I already sent proof of my title.
Company Response:
State: FL
Zip: 33135
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A