Date Received: 2023-02-06
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I want to open a complaint against American Express for breach of contract. American Express allows customers as it is advertised, to transfer American Express points to a number of other airline partners ; XXXX of these partners is XXXX XXXX XXXX ( XXXX ). However, I have been denied the ability to enjoy this benefit because I was given XXXX last names at birth as a XXXX XXXX descendant. I believe this constitutes a type of discrimination against minority communities. Both companies Amex and XXXX have confirmed that a total of XXXX transactions were attempted to transfer from American Express to XXXX for XXXX miles ; XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. According to XXXX the registered name that American Express showed is XXXX as the last name and XXXX as the first name when the transfer is initiated. In this sense, I have provided American Express with my full name as it appears on my passport, however, according to XXXX whenever a transfer of points is initiated Amex only send to them " XXXX XXXX '' causing XXXX system to reject the transaction due to name mismatch. My full given name is " XXXX XXXX '' and XXXX last name " XXXX XXXX ''. Despite trying to work with Amex to fix this situation they have been unable to offer XXXX. I have not been able to use my Amex points with XXXX to buy my airline ticket, excluding me from using their service, on the other hand, other customers don't have this issue. I don't understand why Amex systems when a points transfer is initiated is not sending to the airline partner my full XXXX last names " XXXX XXXX '' as it should be and choose to assign me only XXXX last name. In this sense, the only solution I can think of is to buy the airline ticket using cash, however, I believe Amex should accept the responsibility that their inability to offer a solution is what caused me to pay cash for this ticket when I would have used my points like all other customers have the opportunity to do as long as you are given XXXX last name at birth, in this sense, this constitutes financial damage.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This is regarding my relation with American Express since XXXX, I started as a XXXX Member, and after some years they upgraded me to XXXX XXXX XXXX, their top-tier service. In XXXX, I was traveling in XXXX, and since the year before suffering a weird pain in my XXXX XXXX so I decided to put all my attention on my health, I got late in some payments, ( after almost XXXX years of being an exemplary client ), and they canceled the card. I paid all debts as soon as I got out of the Hospital ( I lost my XXXX XXXXXXXX XXXX XXXX and I am now XXXX ). So they now refuse to reactivate the card, but they gave me in the XXXX a XXXX Card, the thing is I paid several XXXX dollars each year for more than a decade for the product, XXXX XXXX, and I really need their concierge service, most now due to my current health situation, I do not owe the company a dollar, but they do not even answer my requests, and I think that is wrong to tell me " I need to get an invitation again ''. This is not a request based on the show off of the card, but rather in the spirit of doing the right thing, a company can not invite a client to their top-tier service, charge him for a decade or more, and after that say, I need to be invited again. This is a matter of principle and values, and respect, so I am requesting your help before escalating the issue to The XXXX House. Thanks in advance, XXXX.
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
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: American Express decided to closed my account without asking me to. Why? They said because the payment did not go through with my bank. However, when American Express called XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), XXXX XXXX has verified this person has a lot of money to cover the payment ( on a recorded line ). Now, American Express decided just to closed my account. I called them today on Monday, XX/XX/2023 at XXXX XXXX and talked to the department if they can reconsider to open my account and she ( the rep ) told me I am not eligible for it. I find it strange that American Express did this because they did not wanted to give me XXXX points if you purchase over {$15000.00} within the first three ( 3 ) months ; which I did. That being said, I am asking the Consumer Financial Protection Bureau to reach out the CEO of American Express to get my account reopened. Lastly, I also make payments to take care of the full balance. Thank you.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
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: A fraudulent application was opened in my name and my checking was used to pay for it the company American Express has resolved the account as fraud and promised a refund check for {$10000.00} that Ive gotten the check number XXXX but have not yet received I am seeking the payment of the {$10000.00} that they have agreed to pay me for the fraudulent account that withdraw funds from my checking without my authorization no not yet received
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I applied for, and received, an American Express Platinum Delta SkyMiles card on XX/XX/XXXX. AmEx advertised XXXX bonus miles for applying, with an additional XXXX bonus miles for meeting certain spending amounts in the first 3 months. When I applied online, a note came up that said I was not eligible for the bonus programs, but I was given an opportunity at that time to ask for reconsideration. The message I received back was I would be awarded the bonus miles if I successfully completed an approved application. I then signed up for the card, including the {$250.00} annual fee. I was told by and AmEx representative via the Chat application on XX/XX/XXXX that I was eligible for the XXXX and XXXX bonus miles award that was offered when I applied for the Platinum AmEx card. I checked in several times since then and was told that the award would be placed in my account in the next several months. Unfortunately, when I checked on status of award miles on XX/XX/XXXX, I was told the welcome offer was declined and I would receive no Delta SkyMiles. It is basically a case of being told one thing to get me to sign up for an expensive card and AmEx not delivering on its offer. I had several web chats and calls with AmEx regarding this, as well as writing two letters ( XX/XX/XXXX and XX/XX/XXXX ) to resolve this issue. I did a final web chat on XX/XX/XXXX to again request the bonus miles. They said I was ineligible and not only refused to award the bonus miles, but also to refund the {$250.00} annual fee that I suggested would be acceptable resolution for me. AmEx said they clearly stated I was ineligible when I applied. I very much dispute this- I understood during the application process that they would award the miles and that is the only reason I would have spent {$250.00} in annual fees for a credit card.
Company Response:
State: CO
Zip: 80401
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I bought an American Express prepaid gift card in XX/XX/2021, it has {$500.00}. I spent {$490.00} on a XXXX website. XXXX deducted a pre-authorization of {$0.00}, and these orders were canceled by the merchants. The money was returned to my card. Due to XXXXXXXX XXXX, I need to go XXXX for a period of time and can not use this gift card. In order to prevent it from being stolen, I called a customer service representative and left my information to lock the card. When I came back from work, I couldnt find where is the card. I only left the number of the card in my mobile phone. I called the customer service and provided the personal information I left at that time, and apply to unlock my card, but Instead they asked me for the serial number of the card, I was never told to keep this serial number, just have the correct card number date and security code to use, no one told me to provide this serial number, I provided all the information I gave to the customer rep they couldn't help me, it shocked me, AmEx is a big company, how can they be so rude to take money from customers? it's really shocking to embezzle money in such a way, my card I can provide information but can't re-unlock my card, this is hard for me to accept.
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On Wednesday, XX/XX/XXXX I called the American Express XXXX XXXX Balance phone number, XXXX, to reconfirm the balance of {$250.00} on the gift card. The balance came back saying {$00.00} ( XXXX cents ) which I immediately knew was wrong, so I hung up and called again ( since I could not figure out how to request another entry ) just to make sure that I didn't make a mistake, and it came up with the same {$00.00}. - I then selected the " XXXX or XXXX '' prompt and was on hold for 30 minutes before someone picked up. I explained to the person that my balance should be {$250.00} but it is saying {$00.00} and this is wrong and needs to be fixed. The individual then asked my questions like " Have I used the card '' which I answered as no, and that I have the card in my possession, and it has been in my possession always ( I leave it in my desk draw at home until I would need to use it, which is next week while on vacation ). - The individual then told me that she can look it up and tell me what activity she shows on the card ( I again informed her that I have not used this card at all ). - The individual then proceeded to give me the information that showed up : * XX/XX/XXXX An amount of {$64.00} was charged at XXXX, XXXX XXXX XXXX XXXX XXXX ID # : XXXX * XX/XX/XXXX An amount of {$39.00} was charged at XXXX XXXX XXXX XXXX XXXX, XXXX, ID # : XXXX * XX/XX/XXXX An amount of {$70.00} was charged at XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX ID # XXXX * XX/XX/XXXX An amount of {$7500.00} was charged at XXXX, XXXX XXXX XXXX XXXX ID # XXXX Total is : {$240.00}, leaving {$00.00} on the card. The individual then told me that per their agreement, they do not pay for stolen amounts, which I then explained that from what I understand, this was hacked and not stolen ( I have the card )!! But she insisted that they do not pay, and that I would have to call these business 's and tell them that these are Unauthorized Transactions and the money needs to be put back onto my card. I explained that no business would do this as they do not know me, this is something American Express needs to do on behalf of good customers ( I have been a customer over 18 years ). I repeated that this had to be due to a security hack as I have never had the card leave my house, but she just keep repeating that I have to call these vendors. So I hung up and called the XXXX on XXXX XXXX XXXX in XXXX XXXX and asked for the manager and explained about the Unauthorized Transaction and I am the Gift Card Owner and I need them to give me the amount back- he got very upseyt, told me he would not be douing that, he has no idea who I am and he would not give me his name, only that I can go by, he is the manager at this location and the time is XXXX EST time and that is all he can give. He also said I need to call the police not him! - I then called American Express Customer Service hoping I can get the kind of help I have always gotten from American Express, I spoke to someone who was very pleasant and wanted to help but told me ( after I asked to speak to a manger or supervisor ) that she was sorry, but I have to work with the Gift Card phone number that I called earlier. - I then Looked up the Executives for American Express out of XXXX and found XXXX XXXX XXXX, Chief Credit Officer and Executive Vice President, Credit and Fraud Risk and tried to call him ( at ( XXXX ) XXXX ) because my concern is this is fraud that he probably has no idea about, a system appears to be hacked in the Gift Card division. The operator told me she has no phone number to connect me to XXXX XXXX but I could send an email to XXXX which I did, but no response. I then called the Gift Card customer service ( after speaking with American Express Rewards, thinking they would help me ) and they suggested I call back the Gift Card Customer service again and ask for a manager. Soon XX/XX/XXXX I spoke to a person named XXXX, ID : XXXX and explained my situation and she manager, and XXXX reiterated they do not pay for these types of issues. She could not connect me to a manager, as she could not find one, but I asked her to take my name and phone number and to please have the manager call me directly. Apparently the American Express Gift Card business is located in Georgia and she sent him an email, but she could not copy me on that email. At this point, I have spent way too much time without the hope of anyone helping me, hence my request to obtain some help. The issues as I see it, is that American Express did not safeguard my card number and as a result, someone hacked their system and got my card number and used it, and I should not be penalized for this!!!! My apologies for the length of this, but this is what I tried to do to get help and have gotten absolutely nowhere. Please help me get my {$250.00}. Thank YUou in Advance!
Company Response:
State: RI
Zip: 02904
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I opened a new American Express Gold Card as well as the Kabbage account ( It's an affiliated bank product called Amex Business Line of Credit - Small Business Line Of Credit ). According to their advertisement, the promotional offer stated that as long as the customer opened these two accounts together as a pair and fulfilled the requirements for both account, I will receive 1 ) XXXX MR ( Membership Rewards ) points for Business Gold ( I successfully spent XXXX in 3 months and got XXXX MR already ) 2 ) XXXX MR ( Membership Rewards ) points for Kabbage ( I fulfilled all the requirements and did borrow the money from the account at least once. But XXXX MR points were not awarded as the promise ). I opened a claim with the ticket # XXXX with AMEX Business Gold customer service department on XX/XX/XXXX and followed up with them numerous. It's been no progress at all since then and no updates as well. They just stated the back office needs to look into it. After several attempts to try resolving this case without any success, it leaves me no options but to file a complaint here. Please direct this case to AMEX customer service team for me. Meanwhile, there is a separate case with the case number Case # XXXX regarding my AMEX XXXX credit card. With my XXXX, XXXX statement, I have a total expense of {$6200.00} with XXXX transactions within XXXX billing cycle and qualified for bonus 20 % MR. Total earned base points for these purchases are XXXX MR and extra 20 % MR points I didn't receive should be XXXX XXXX points. I called on XX/XX/XXXX XXXX to file this case with AMEX but so far no updates as well. Please follow up for me on these two claim numbers. Please see the following URL regarding the promotion the Kabbage XXXX MR sign up bonus. I also attach its image for your reference. https : //milestomemories.com/amex-business-gold-120k-points/ https : XXXX I appreciate your assistance. XXXX
Company Response:
State: CA
Zip: 951XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2023, I downgraded my American Express XXXX XXXX to a Gold card, the customer service agent did not disclose to me that I would forfeit the XXXX Membership Rewards points earned on the card. I miscalculated the date, which I originally upgraded the card. On XX/XX/2023, I received an email from American Express that XXXX points were removed from my account. On XX/XX/2023, I called American Express and requested that my XXXX account be re-opened as I made a mistake in downgrading the card, and asked for the XXXX points to be reinstated in my account. The customer service agent opened a claim. On XX/XX/2023 I was informed that the XXXX points would not be reinstated into my account although I re-opened my XXXX XXXX and paid the XXXX fee.
Company Response:
State: NY
Zip: 11105
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX XXXX, I purchased a total of 3 serve American Express cards totaling {$1500.00} in the attempt to purchase a car via XXXX XXXX XXXX after sending in the initial payment. I was then ask to send another {$1000.00} for temporary transportation insurance Because the car is valued more than what i am paying for it. I reluctantly send the XXXX dollars via XXXX XXXX XXXX pre paid. The time of delivery as pass so i reach out to the XXXX finance department at least thst what i thought. About an update on delivery they responded stating they need another XXXX dollars for temporary state tax, i started to get suspicious so i continue reading the email it also stated the was in my state. So i decided to ask for a refund and thats when all communications stopped. I reach out to both card companies they informed me the card was spent " XXXX stores '' i filled out all the necessary information for the dispute however the card company declined my refund that is American Express. The other card company XXXX XXXX did not send me any forms for the dispute currently i am out {$2500.00} I purchased these card to secure my funds and my self..
Company Response:
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A