Date Received: 2023-02-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This account was opened fraudulently, when I found out I called American Express right away to report that someone used my personal info to guarantee a business AMEX account. American Express refused to take accountability for not verifying my information, even though I had put numerous fraud alerts on my personal credit and told Amex before to verify my info before opening any account. Now my credit went down from around 800 points to XXXX - an almost 300 points drop for an account that was fraudulently opened.
Company Response:
State: AZ
Zip: 85041
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This account was opened fraudulently, when I found out I called XXXX XXXX right away to report that someone used my personal info to guarantee a business XXXX account. XXXX XXXX refused to take accountability for not verifying my information, even though I had put numerous fraud alerts on my personal credit and told XXXX before to verify my info before opening any account. Now my credit went down from around XXXX points to XXXX - an almost XXXX points drop for an account that was fraudulently opened.
Company Response:
State: AZ
Zip: 85041
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
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 discovered the fraud issue with American Express on XX/XX/XXXX. I called XXXX to inquire about the charges. No one was able to find an account with any invoices or charges. I reviewed the back end of my XXXX account & there were no subscriptions or ordered services. I spoke with a member of the fraud team named XXXX. He said it looked like fraud since it was from one vendor XXXX. Total fraud amount, at that time was : {$45000.00}. XXXX was to provide a new card & block XXXX. That did not happen. An e-mail was sent on XX/XX/XXXX that the case was released not as fraud. I called again on XX/XX/XXXX to discuss the status. Spoke with XXXX on the fraud team. I reopened the case. She realized a block was not put on the account & a new card had not been ordered. She completed the block & ordered a new card. Again, neither the block nor the new card happened. Called XX/XX/XXXX to ensure the block was placed on XXXX. I was ensured it was blocked. I asked about the new card & the fraud specialist said it would be delivered within the week. XX/XX/XXXX the new card was received. XX/XX/XXXXXXXX I filed a police report with the XXXX XXXX XXXX team. Called on XX/XX/XXXX to ensure an additional charge from XXXX was not to be received. I was ensured the fraud charge would not be allowed to go through. I reviewed all charges with XXXX after being transferred to many different people. She said that the charges were under review. Spoke with XXXX on XX/XX/XXXXXXXX. We reviewed the open cases & determined that 15 transactions were paid for a total of {$14000.00}. There were 3 that were rejected for {$1800.00}. The case was still open for charges from XXXX. Amount : {$30000.00}. On XX/XX/XXXX at XXXX, I received a call from XXXX from the back-office team letting me know the additional charges were considered fraud & I would see the refund on my XXXX statement. She asked me to provide screen shots of the hacking attempts to her e-mail. I sent all documentation to XXXX & XXXX at Amex at XXXX. On XX/XX/XXXX, I checked the statement to prepare to pay my XXXX payment. I pay my card early to receive 2 % cash back, My cash back deadline is XX/XX/XXXX. The charges were not refunded & put back on my card. The suspension of the {$30000.00} was removed as well. I called & spoke with a member of the fraud team who could not help me. I was told a supervisor would call me. At XXXX on XX/XX/XXXX, a supervisor named XXXX XXXX called me to ensure they were working on the refund for my account. He said I would see the update to the account reflected on my statement. I asked, when?. He said it would take them time. I let him know it needed to be prior to paying my bill on the XXXX. He agreed all would be taken care of by that date. I spoke with XXXX on XX/XX/XXXX to review the status of the case. He let me know the back-office team did put a note on the account that says the charges are fraud & they are working on the refund for {$30000.00}. He promised to call me back with an answer this afternoon. I never received a call. On XX/XX/XXXX at XXXX, I called & spoke with XXXX XXXX a supervisor for the Amex XXXX XXXX. He let me know that he could not find the case I was referring to & needed to check with the back-end office team. I learned that the back-end office team did not start their day until XXXX EST. He would need time to call me back. XXXX called me back at XXXX. He was able to send a message to the back office team, but it appeared the case was rejected. He could not give me reason for the rejection. He said the back-office team would get back to me & let me know the status of the case. He said to expect a call in 24 hours.
Company Response:
State: VA
Zip: 22101
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
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: I applied and got my Amex XXXX XXXX in XX/XX/2022, the welcome bonus is earning XXXX Membership Rewards points after $ XXXX in eligible purchases made on the card within the first 6 months of membership. I met the purchase requirement one month after opening the card, but now more than 8 months passed, and I still haven't received the welcome points. I contacted Amex customer service multiple times, however, the Amex representatives showed no intent to solve the problem and did not give me a clear timeline for issuing the points, even though they confirmed my eligibility for the welcome offer.
Company Response:
State: CA
Zip: 951XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have agreed to AmEx 's paperless billing and had my notifications set so that I would receive an alert each time a statement was published in my account ; however, I never received notification when the XX/XX/XXXX statement was created. When my XX/XX/XXXX statement arrived on XX/XX/XXXX, I logged in to find out that I missed the payment and I immediately paid the outstanding balance in full. Then I chatted with customer service, who agreed to waive the interest and late fee associated with the missed payment as I had already rectified the situation. I've attached screen shots. Then, on the next month 's bill I was charged additional interest and fees relating to the same event, in which AmEx had already agreed to waive the interest and fees. To date they have charged me {$180.00} for the single missed payment, net of the interest and fees they did waive on XX/XX/XXXX. I've closed my account and paid their fees to keep them from further bullying me, but they acted in bad faith.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: After repeated marketing offers to upgrade my American Express Green Card to a Platinum Card, I finally accepted though an online process. This was on or about XX/XX/2023. The Platinum card was approved and delivered to my home. I have attached a photo of the card. Since I was now going to use the upgraded card, I contacted American Express and instructed them to cancel my Business Green card and refund me the annual fee I had recently paid. I was told that I had exceeded the 30-day window to get a refund on the Green Card . I was now looking at a combined fee of {$790.00} for two American Express cards, I instructed the company to cancel the Platinum Card and reinstate the original Green Card. On or about XXXX XXXX XXXXXXXX I contacted American Express again and asked them to reconsider charging me the full {$690.00} fee for the Platinum Card considering I had already paid {$95.00} for the Green Card. On this call, the customer service agent said they could offer me a {$50.00} courtesy credit or return me a {$79.00} prorated share of the cancelled Green card. ( I was told this was not possible in an earlier call. ) I gratefully accepted the prorated offer and instructed American Express to reinstate the previously issued Platinum Card. Unbeknownst to me, my credit score was now adversely affected because I had recently cancelled two credit cards. This result was not made clear to me by the company. American Express has denied reinstatement of the Platinum Card twice citing : " A serious delinquency on one or more of your accounts '', " The time since your latest reported delinquency is to recent or unknown '', " There are too few accounts currently paid as agreed '', " The ratio of loan balances and loan amounts is too high. '' ( letters attached ). I have closely examined my finances and have not found any delinquencies or accounts not " currently paid as agreed. '' In my opinion, this is a breakdown in American Express internal systems. I have been entrapped by a series of company procedures and computer algorithms that have deeply impacted my credit scores in a serious and harmful manner. I have had repeated contact with American Express. They have told me multiple times that they will not reinstate any of the cards and are unable or unwilling to correct any misconceptions with credit agencies. I have requested that American Express review my communications and acknowledge the systemic vulnerabilities that have devastated my credit score and besmirched my reputation. Their last stated position is " we are unable to reinstate your credit card. '' Please help me.
Company Response:
State: NY
Zip: 10075
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I was a victim of fraud as 2 credit cards were taken out in my name. One of them I was found not responsible for but the other I have been battling to fix for over 6 months now. When I contact American Express Fraud Dept they keep telling me " oops we issued the investigation for the wrong card '' and I am promised that the investigation will be conducted for the correct card. Only to receive a letter a month or 2 later that they did not have enough information or found me responsible.
Company Response:
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: This concerns my American Express card. Apparently, I triggered a penalty APR in XX/XX/2021. I'm not aware how this penalty was triggered but it may have been by being late by a day or two with a payment. The representative I talked to also said the penalty may have been triggered by not paying the entire balance due. I was never aware that not paying the entire balance could be a basis for charging a penalty interest rate of 29.99 %. Outrageous. I have asked to have the penalty APR removed, which I believe was done today. I have also asked to be reimbursed for excess interest charged via the penalty APR since XX/XX/2021. American Express has not agreed to make this adjustment.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/23 American Express Bank received a written request from me to close my certificate of deposit ( balance of $ XXXX ) early and transfer the proceeds to a high yield savings account with the same bank. The form indicates it would be 13 days to complete closing the account and transferring the funds, not specifying business or calendar days. On XX/XX/XXXX I contacted American Express Bank to determine what the status of the account closure and transfer was since it had not been completed yet. I was told that there was a backlog and that it would be closed the following Monday, XX/XX/XXXX or Tuesday XX/XX/XXXX, at the latest. Today is XX/XX/XXXX and the account has still not been closed and the funds have still not been transferred to the savings account. I contacted their customer service and after speaking with a customer service rep, she was unable to contact someone in the " back office '' to determine what has happened and why they have failed to close the account and transfer the funds. I feel they are deceptive in their disclosures when closing an account with them. Since this is an internal transfer within their own bank, this should not have taken well beyond their own indicated timeframe.
Company Response:
State: AZ
Zip: 85233
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I am in XXXX XXXXXXXX XXXX for the past 2 years. Due to limited internet access, I have not been able to manage my account properly. I would like my interest to be refunded through my conversation with customer service conversation representative with American Express. I have paid all my outstanding balance. I would also like my account be restored, since I have been with American Express for the past 5 years ( since 2018 ). I would also like to have my negative impact on my credit report to be removed. Please find my current contact below : phone : XXXX XXXX Email : XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX contact through Email
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A