Date Received: 2023-02-01
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: It has come to my attention that I have been making payments in error pursuant to 12 CFR 1026.13. Since the inception of the account which is defined under 12 CFR 1002.2 defined as extension of credit and the word account refers only to open-end credit. Open-end credit is defined via Truth in Lending ( 12 CFR 1026.2. You have been requiring Federal Reserve notes as payment, when in fact the application with financial information ( social security number ) attached served as an asset, which satisfied the monthly obligation pursuant to 12 CFR 360.6 ( 2 ) as well as self-liquidating paper pursuant to 17 CFR 260.11b-6. This is considered an unauthorized use since I have received NO BENEFIT. This will also serve as Notice of breach of fiduciary duty ( U.C.C. 3-307 ). Furthermore I have noticed that you have been redeeming the remittance coupons/ instrument as a non-cash item ( 12 CFR 210.2 ( k ) / ( 12 CFR 229.2 ( u ) ( 4 ). Pursuant to 15 U.S Code 1691 ( C ) and you assume civil liability pursuant to 15 U.S Code 1691 ( K ). American Express has violated my federally protected consumer rights.
Company Response:
State: GA
Zip: 30277
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I signed up for Delta Skymiles American Express, clicking through an offer for XXXX Delta Sky Miles if I spend {$3000.00} within 3 months. They baited and switched me with an offer for XXXX Delta Sky Miles, saying that's what I signed up for, even when I took a screenshot of what I clicked through. They have been stalling for 5 ( going on 6 ) weeks with an " open investigation '' and telling me I will receive a resolution within 5-7 business days. It has been 5-7 business weeks.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: American Express Platinum Business Credit Card. I purchased a business in XX/XX/2021 and received a pre-approval for this card. I used the card to purchase items for the business. I did not realize that the entire balance of the card had to be paid in 30 days. I spent $ XXXX on business start up expenses. Obviously I thought I could finance this but I was wrong. I called American Express and negotiated a $ XXXX payment plan to pay off the balance. I make one {$500.00} payment. Then 15 days later, they turn the debt over to a collector who will not stop calling me. I callled American Express to investigate and they still have yet to investigate ( listening to the call where I set up the payment plan ). They have no record of the payment plan and refuse to work with me. My credit has now dropped over XXXX points incurring real damages to me by the inability for me to finance my business.
Company Response:
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I contacted American Express to request a leger including the charges on my account for verification. They only mailed the balance. I submitted a dispute on XX/XX/23 because I was unable to verify charges. The creditor updated my account with deceased which is false. This is their second time updating my account as deceased which is impacting my credit score.
Company Response:
State: TN
Zip: 38115
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: Unexpected or other fees
Subissue:
Consumer Complaint: On XXXX XXXX XXXX I enrolled in the American Express financial relief program. Agreeing to pay a fee of {$110.00} upon enrollment and then a set payment of {$80.00} on the XXXX of every month for 60 months to repay the balance I owed. The terms of this program stated that they would not report my account any further past due to credit agencies, they would reduce the interest being charged to the account, and not charge any further late fees as long as I was enrolled in the program. I had enrolled in the program when my account had only been reported as 30-59 days late, but on XX/XX/XXXX I received notice that my account had been reported as late by American Express , in both XXXX and XXXX, which should not have been happening because of the program I had enrolled in. During my first contact with " American Express XXXX '', as they had identified themselves over the phone, they informed me that upon my enrollment of the financial relief program there was a systematic issue on their end, causing my enrollment to go through on my end but not theirs. I was not given a time-frame for if the issue would be resolved, but reassured that it would be and upon resolution I would receive the benefits of the program. The representative also informed me that they could not tell me if the negative mark on my credit would be removed, despite the fact that she acknowledged that when I enrolled my account was still only considered 30-59 days late. I received an email on XX/XX/XXXX from American Express thanking me for scheduling my payment of {$80.00}. On the XXXX of XXXX I realize that American express has taken the {$80.00} payment I agreed to pay, but they completed a second charge to my account for {$32.00}. I immediately called customer service at which point they told me no payment had been processed and they had not taken any money out of my account. Which was false, considering I had my bank statement right in front of me. The representative once again says that there is no timeline for resolution, and that they would not refund me the {$32.00} that was unjustly taken from my account. After speaking to the representative, she transferred me to her supervisor who confirmed that they would not be refunding me the fee and that they had no timeline for this issue being fixed. The supervisor asked me to call back on XX/XX/XXXX to check if there had been any progress in resolving the issue and I agreed. On XX/XX/XXXX, I received an email from American Express thanking me for my payment of {$80.00}, confirming that it had been processed successfully. Due to my work schedule, I was unable to call on XX/XX/XXXXXXXX XXXX however I received a call from them on XX/XX/XXXX. During this call, a representative informed me that they had not received my payment for XXXX and I needed to pay {$80.00} to cover that and reenroll in the program. I informed the representative that I had in fact paid my XXXX balance, as I received email confirmation of it and it was on my bank statement. The representative repeatedly told me I had not paid, and denied the {$32.00} charge that had immediately followed, claiming that if I hadn't authorized that then they couldn't have taken it. Despite the fact that both charges were clearly on my bank statement, with American Express as the company charging. American express had continued to charge me late fees as well as their standard interest through XXXX and XXXX, due to the error on their end, despite being part of this program that should have prevented both of those actions from being taken. My account showed that I owed a minimum payment of about {$660.00}, which was substantially higher than the minimum I owed upon enrolling in the program due to them unfairly charging me. The representative advised me that my best option would be to pay that. Paying the minimum balance due on the account was not a condition of enrolling in this program. We ended the phone call. At about XXXX on XXXX XXXX I call the number back and speak with another representative who tells me that I did not pay my payment in XXXX and that they tried to process it but it was returned. I inform her that this is proven inaccurate by the charges on my bank statement. I am then told to email the statement to XXXX which I do. I ask when if I should be expecting a call from them or if I should call back. She tells me to call back the next day. XX/XX/XXXX, I call American Express around XXXX XXXX to discuss the statement I had emailed. I am told by the representative that she has no update for me but that if I emailed the document then the appropriate department would be reviewing it. I then ask to speak with that department directly, which I am told is not possible. When I ask why, she goes silent and then asks to place me on a hold. After returning to the call she claims that she tried to look for the email that I sent but they never received it. I check my sent mail and confirm the email address, and it had been sent from my email at XXXX on XXXX XXXX She told me to try resending it and contacting them the next day. At XXXX on XX/XX/XXXX, I receive another call from American Express . This was yet another representative calling to inform me that my XXXX payment had supposedly not been processed and that I needed to pay it right away and reenroll in the program. I inform the representative that I had already been working with other representatives with the company to resolve the issue. She once again states that I needed to pay the {$80.00} due for XXXX. The phone call ends.
Company Response:
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On or about XX/XX/2023 I received notification from AmEx National Bank that an unknown individual fraudulently tried to withdraw {$13000.00} from my Rewards Checking account. The fraudulent transaction was initiated via ACH and seems to have originated from XXXX XXXX. The transaction failed as I did not have sufficient funds in my account at the time. I immediately called AmEx National Bank to inform them this was a fraudulent transaction. The representative told me there was nothing I could do about it until the following morning since the team that handles fraud only worked on weekends at noon. This in itself is extremely concerning and shows AmEx supports fraud, their security measures are an joke and their staff exceptionally incompetent. The next morning I called and their so-called fraud team told me that the e-mail was sent in error and my account was secure. I believe the staff member is a liar only trying to wither cover up his incompetence or somehow complicit in the fraud. For the past several days I have had severe security issues with my American Express credit cards and on my American Express credit card there were XXXX attempts to fraudulently charge exactly {$13000.00}. I would be an extreme coincidence that an attempt for exactly the same amount on my checking account was just a bank error. Nonetheless, the fraud team refused my request to change my account number and issue a new debit card. They then connected me with their normal customer service staff. I again explained the issue with the customer service staff and hey agreed something needed to be done. They got the fraud team on the line again. The fraud team representative told me that if he closed my account it would be very likely the system would not allow opening a new account. He also told me that if the normal customer service staff closed my account, I would have to wait a few days before I could open a new one and even then there is a distinct possibility I would not be allowed to open a new account. This is exceptionally unacceptable. I believe the fraud team member is extremely incompetent and possibly even complicit in the attempted fraud. Further, it seems American Express themselves for offering to the public such an incompetent and fraud-prone account product.
Company Response:
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XXXX XX/XX/XXXX I transferred XXXX Points on American Express for an offer at XXXX Points making it XXXX Points to their partner airline XXXX XXXX. Using our rewards account number. However, the points were not received by XXXX XXXX. I raised a ticket with American Express first on XXXX, then by calling the XXXX Department on XXXX XX/XX/XXXX. I received no update from American Express within the 10 days they stated it would take for an them to investigate. I called back on XXXX XX/XX/XXXX and American Express stated they had closed the ticket as XXXX XXXX had " confirmed '' that the points were credited. However, they had not been and I can provide ( and have offered to provide to American Express ) the screenshot of the XXXX XXXX XXXX XXXX 's account to show this. I am dealing with XXXX XXXX under separate cover, however American Express have failed to adequately investigate this and I am their customer and the points are part of their reward program. I have had to forcibly ask them to reopen a new investigation and get evidence from XXXX XXXX. There is a new case number as of today below. My Complaint is XXXX fold : ( XXXX XXXX American Express has not exercised a reasonable duty of care or appropriate controls to investigate an issue with interstate transfers of reward points that have gone missing, nor kept me updated in any manner. I have XXXX tracking/scanning and no letter has been sent/received ( address is correct ). ( XXXX ) There is a gap in the terms of service that should a failure occur between American Express and a Reward XXXX they have selected that is not the customer 's fault that there is recourse or ability for the customer to " be made whole ''. This point lost of XXXX is a return economy ticket from New York to XXXX to see elderly parents. That has deprived me of the ability to use the points that the money I have spent using this card, combined with the annual fee I pay for, should provide and is marketed to customers as a benefit. I understand technology issues occur, however in this situation there needs to be improvement for customer protection where error occurs between American Express and their vetted rewards partner to avoid a gap in appropriate controls.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
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 was at airport and issued this ticket online at XXXX XXXX XXXX and the flight was scheduled for XXXX XXXX XXXX The app and XXXX website check-in kept hanging and crashing when i was trying to check-in and upload the required documents and the moment it hit XXXX XXXX, it said i need to go to the counter to check in. The employee at the counter refused to assist, though the flight was delayed by XXXX minutes and I could have made it if she issued boarding pass. I was asked to go to concierge, which had big queue and was moving slow. By the time, my number came, it was XXXXXXXX XXXX XXXX This was really bad experience, as I was going through all these things as single parent with minor child. It was emergency ticket booking for me, and XXXX shouldn't let me buy ticket if they can not allow me to get boarding pass issued. Concierge refused to provide me refund because it was basic fare. I really needed to travel but felt helpless since boarding pass was not issued by XXXX XXXX! After struggling to get refund from XXXX XXXX, I raised dispute with American express. They simply refused as the airline records showed as " no show ''! How am I supposed to show up at gate if i am not issued a boarding pass by their system or employee!! Reference number from XXXX complaint # XXXX, # XXXX Reference of AMEX Dispute : XXXX XXXX
Company Response:
State: NJ
Zip: 08844
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My American Express platinum card change the terms of their rewards program without notifying me of the change. They then processed my 2023 annual fee and will not refund it as I do not wish to move forward with their card after the change and rewards. I feel like if the terms have changed and though it has notified me of the change I should not be held to surrendering my annual fee on a card I will no longer use. The credit card company holds that they have sent me a mailing notifying me of the change but I have never received it.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Identity theft protection or other monitoring services
Subissue: Billing dispute for services
Consumer Complaint: I have XXXX credit cards, XXXX with my maiden name and XXXX with my married name. I was charged for fraudulent purchases by different departments in XXXX, for multiple years starting in XXXX and ending in XXXX when I closed the credit cards. I reported it to American Express, and they requested that I send them a highlighted copy of the previous years for both cards. I sent this highlighted copy on XX/XX/XXXX to American Express XXXX XXXX Department address at XXXX XXXX XXXX in XXXX XXXX Texas, XXXX, as requested by American Express. I tracked it through a tracking number and noted that it arrived at the location on XX/XX/XXXX. They did not acknowledge that they received it and claimed they could not find it. I have spoke with many fraud department supervisors at American Express. The last person I spoke with on XX/XX/XXXX was XXXX XXXX based in XXXX, her ID number is XXXX. XXXX clarified that they did in fact receive the highlighted statements and promised to call me back in 4 days. I never received a call. After 6 months of trying to get this issue resolved, American Express has made no further action to solve this dispute. I have been American Express card holder for 40 years and am appalled they have not resolved the issue. Below are the fraudulent charge amounts for each statement date starting in XXXX going to XXXX XX/XX/XXXX : Charges = {$99.00} XX/XX/XXXX : Charges = {$45.00} XX/XX/XXXX : Charges = {$290.00} XX/XX/XXXX : Charges = {$300.00} XX/XX/XXXX : Charges = {$200.00} XX/XX/XXXX : Charges = {$130.00} XX/XX/XXXX : Charges = {$160.00} XX/XX/XXXX : Charges = {$330.00} XX/XX/XXXX : Charges = {$57.00} XX/XX/XXXX : Charges = {$150.00} TOTAL FRAUD CHARGES FOR XXXX = {$1700.00} XX/XX/XXXX : Charges = {$430.00} XX/XX/XXXX : Charges = {$300.00} XX/XX/XXXX : Charges = {$470.00} XX/XX/XXXX : Charges = {$980.00} XX/XX/XXXX : Charges = {$1000.00} XX/XX/XXXX : Charges = {$2000.00} XX/XX/XXXX : Charges = {$1100.00} XX/XX/XXXX : Charges = {$240.00} XX/XX/XXXX : Charges = {$580.00} XX/XX/XXXX : Charges = {$360.00} XX/XX/XXXX : Charges = {$590.00} XX/XX/XXXX : Charges = {$450.00} TOTAL FRAUD CHARGES FOR XXXX = {$8600.00} XX/XX/XXXX : Charges = {$3500.00} XX/XX/XXXX : Charges = {$750.00} XX/XX/XXXX : Charges = {$26.00} XX/XX/XXXX : Charges = {$130.00} XX/XX/XXXX : Charges = {$120.00} XX/XX/XXXX : Charges = {$220.00} XX/XX/XXXX : Charges = {$1100.00} XX/XX/XXXX : Charges = {$860.00} XX/XX/XXXX : Charges = {$1500.00} XX/XX/XXXX : Charges = {$210.00} XX/XX/XXXX : Charges = {$750.00} XX/XX/XXXX : Charges = {$950.00} TOTAL FRAUD CHARGES FOR XXXX = {$10000.00} XX/XX/XXXX : Charges = {$340.00} XX/XX/XXXX : Charges = {$170.00} XX/XX/XXXX : Charges = {$290.00} XX/XX/XXXX : Charges = {$1800.00} XX/XX/XXXX : Charges = {$3200.00} XX/XX/XXXX : Charges = {$1600.00} XX/XX/XXXX : Charges = {$1800.00} XX/XX/XXXX : Charges = {$890.00} TOTAL FRAUD CHARGES FOR CARD # XXXX IN XXXX = {$10000.00} XX/XX/XXXX : Charges = {$200.00} XX/XX/XXXX : Charges = {$36.00} XX/XX/XXXX : Charges = {$21.00} XX/XX/XXXX : Charges = {$200.00} XX/XX/XXXX : Charges = {$140.00} XX/XX/XXXX : Charges = {$99.00} TOTAL FRAUD CHARGES FOR CARD # XXXX IN XXXX = {$700.00} There have been some credits made back to my account totalling {$7300.00} of the total {$31000.00} Fraudulent charge amounts.
Company Response:
State: IL
Zip: 60611
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: No
Consumer Disputed: N/A