Date Received: 2023-01-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: American express has closed my credit card and refuse to refund the credit balance on my account due to their XXXX bias against me. When I called them to request this credit they insulted me with XXXX slurs.
Company Response:
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have opened American express # XXXX in XX/XX/XXXX based on their offering a cashback on the purchases for the card, between 3 % and 6 % of purchase amount. But now they refuse to issue the cashback that they have advertised. They have also refused to process my disputes of erroneous of fraudulent charges that they charged to my account. However, On XX/XX/XXXX American Express took their own decision to close my account. Their explanation of their decision was false. American express wrote to me that they have closed my account because they did not like how I spoke to their customer service agents on the phone about this card. But I have never talked to American express over the phone since opening this card.
Company Response:
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I made charges on my American Express XXXX card with closing date of XX/XX/XXXX totaling {$2300.00}. The payment due date for this bill was XX/XX/XXXX. I missed the payment due date, I made a payment of {$2300.00} on XX/XX/XXXX, three days after the due date which was the full statement balance. On my XX/XX/XXXX statement, I was charged a late fee of {$29.00} and interest of {$85.00}. The XX/XX/XXXX statement had a balance of {$6400.00} due XX/XX/XXXX. I made a payment of {$6400.00} on XX/XX/XXXX before the due date ; I paid less than the full balance because the late fee of {$29.00} was reversed and credited back to me. When I received my XX/XX/XXXX statement, I was surprised to see another interest charge of {$110.00}. This didn't seem right so I went back and calculated the interest that I would have expected to owe. I 'barrowed " {$2300.00} from XX/XX/XXXX until my payment on XX/XX/XXXX at an annual interest rate of 25.24 %, so, $ XXXX ( 28 days/365 days ) * ( XXXX interest ) = {$45.00} is the interest I would expect to owe. I was charged a total of {$190.00} in interest!!!! More than 4x the actual interest owed. I called Amex customer support twice. I was able to get the fee reversed and they offered to return an additional {$40.00} in interest but that never happened, they also offered to have someone call and explain the interest but that never happened either. I am owed {$150.00} from American Express as well as an apology.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: My wife and I have a joint checking account at XXXX XXXX XXXX Some years ago, my wife decided that she would pay the monthly bills, and to assist her in that effort, she enrolled in XXXX to pay bills out of our joint checking account. In recent years, I have taken over this responsibility. On XX/XX/XXXX, I logged onto our account using my wife 's username and password to access the XXXX function. One of the bills I attempted to pay that day was a {$8000.00} balance owing on our XXXX XXXX XXXX XXXX by XXXX. The balance was due by XX/XX/XXXX. XXXX informed me that the money would transfer on XX/XX/XXXX, in time to avoid a late payment fee and interest charges. On the morning of XX/XX/XXXX, at XXXX, we were awakened by a robocall from XXXX XXXX us that our payment for the past billing period was overdue. I researched the history of the XX/XX/XXXX payment on XXXX and learned, to my dismay, that I had entered the payment on the line for our old XXXX XXXX, issued by American Express, and not on the line for the XXXX XXXX issued by XXXX. I immediately contacted American Express to have the erroneous payment returned. The customer service representative I spoke to informed me that because the XXXX accounts had been sold to XXXX, the money would have already transferred to that bank. I accessed the transaction history for our XXXX XXXX XXXX and did not find any evidence that the money paid in error to American Express had been transferred to XXXX. On XX/XX/XXXX, I contacted XXXX to see if the funds had been transferred. The Supervisory Customer Service representative at XXXX I spoke to informed me that they had not. This supervisor then took it upon himself to contact, with me on the phone, a supervisor at American Express. The American Express supervisor stated that in a situation involving an erroneous payment such as this, the funds should revert back to the paying bank within 15 days. Shortly after this, my wife and I traveled to Florida to visit my wife 's sister, who had just been released from the hospital. Regrettably, my sister-in-law passed away during our visit. We returned to Florida last week for the funeral. When i finally got home on XX/XX/XXXX, I contacted XXXX XXXX customer service to see if they had received the erroneously paid funds back from American Express. They informed me that they had not. The XXXX XXXX customer service representative, with me on the phone, contacted customer service at American Express to look into the matter. We apparently were connected with a call center in XXXX. The American Express representative we spoke to informed us, in broken XXXX, that it can take up to sixty days for American Express to investigate a payment made in error and that we could not do anything about it until that time had passed. I informed the representative that six weeks or 42 days had already passed since I first contacted American Express concerning this matter. The XXXX XXXX representative furnished the American Express representative with a credit trace id number for the transaction showing that the funds had been transferred from XXXX XXXX to American Express. Noting that American Express was holding {$8000.00} of my wife 's and my money, and that the 60-day investigation period far exceeded the 10 business days allowed to rectify an erroneous transfer under Regulation E, the XXXX XXXX representative asked that we be transferred to a supervisor. After insisting that she had no supervisor, the American Express representative ultimately transferred us to one. The American Express supervisor informed us that he would refer the matter, in his words, to " the back office, '' and that the back office should send my wife an email informing us of what they will do in an indeterminate time. We are now out over {$8000.00}. American Express is holding that money illegitimately. They have been furnished evidence of the transfer by XXXX XXXX. To force us to wait 60 days for an investigation that has never been formally begun to be completed in unconscionable.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: keep getting calls on my cell from some one saying they are American Express regarding a loan application- have no loan application, have receeived 12 calls from XXXX. When I call they want me to give them my SSN.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
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 XX/XX/XXXX ( pre-pandemic ) I used my American Express Delta SkyMiles Reserve card ( ending XXXX ) booked a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX The trip was originally scheduled for XXXX XXXX XXXX but then the pandemic hit. We delayed the trip twice, ultimately rescheduling our stay to XXXX XXXX XXXX XXXX XXXX XXXX XXXX We arrived to the hotel and it was not as advertised in photos etc. The room ( and entire hotel ) were in complete disrepair and everything was filthy. This was a premium-rate hotel for XXXX XXXX XXXX XXXX the conditions were uninhabitable. My husband and I couldn't even get through the first night, as the disgusting mattress was completely worn and impossible to sleep on plus there was no heating. At XXXX we began a search for another hotel but almost everywhere was booked due to the XXXX XXXX We finally found a place for the following night and informed XXXX XXXX XXXX management that we'd be checking out immediately. Unfortunately the new hotel was only available that one night, so that following night we had to move to yet another hotel. Then a couple days later needed to change rooms again due to unavailability. By the end of our XXXX XXXX XXXX we had stayed in a total of XXXX hotel rooms, which was not the XXXX XXXX we had in mind. We had corresponded directly with XXXX XXXX XXXX XXXX XXXX and email to demand a full refund, but even after acknowledging all the problems, all they were willing to offer was a completely free stay at one of their other properties. But why would we entrust the time and expense of another trip with a hotel who'd already proven to be disreputable. Anyway, all of this was thoroughly reported when I disputed the original transaction of {$2900.00} ( XX/XX/XXXX ) plus a disputed second transaction of {$600.00} ( XX/XX/XXXX ) from when we added a night to our stay before knowing what was to come. All documents, transcriptions, and photos were provided with the disputes. While the {$600.00} transaction dispute is still " pending investigation '', the original {$2900.00} transaction dispute was rejected because American Express " did not receive it within the required 60-day period ''. But how could I dispute a transaction for a hotel stay within 60 days if I've not even stayed there yet? What are the benefits of using my American Express card if they're not even protecting me? No one from American Express even bothered to make any attempt to contact me with further questions or anything. Overall American Express ' customer service, particularly with serious matters like disputes, has gotten so sloppy and time-consuming to deal with. I literally spend countless hours of my time trying to get anything resolved. So here I am complaining to the CFPB.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I was sent a denial letter on XX/XX/XXXX, to get a new American Express credit card. I have good credit after having to file bankruptcy in XXXX when I lost my only son in a car accident and going through a XXXX-year divorce. I had no other choice but to file for bankruptcy, I couldn't work or do anything after my son died it took me down as a human being, no mother should ever have to go through that. I believe that I am being discriminated against because of the grief of my son and a hardship I was going through at the time I had to file bankruptcy. I have proven that I am a responsible person by working hard to get my credit back up to over XXXX score and paying my bills in a timely manner, so to be denied and discriminated against because I lost my only son is wrong. I know for a fact that there are many people that have filed bankruptcy and have gotten another American Express Card. How I am being treated is wrong, I should not have to continue to be made to feel like a failure for something I had no control of. I would like to see how the CEO 's can go through such a traumatic event and it not affect their lives.
Company Response:
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Received letter dated XX/XX/2023 from American Express that I applied for a American Express Gold Card and fortunately I was denied as to I never applied for the credit card. Someone is applying for credit using my date of birth and social security number. I did not apply and have no intention of applying for credit here or anywhere. I want this stopped. This is not the first time it has happened ; there have been other instances and I have reported to my local law enforcement agency.
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Amex approved an XXXX XXXX XXXX with {$14000.00} as a limit. After a few months without notice, decreased the limit to {$700.00}. I want a complete and detailed : - date of account opening and limit - history of spending and payments - explanation for the credit reduction - proposal to keep me as a client - any fees I already paid All communication will be through Consumer Financial Protection Bureau, plus I want a written letter mailed to me. Standard and robotic copy and past letters will be trashed, and a new complaint will be opened upon receive.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Amex was offering a XXXX bonus points promo for spending {$4000.00} within the first XXXX months of having the AMEX gold card. I opened the card in early XXXX and met the spend limit by the end of XXXX. The points were supposed to be credited after meeting the spend. I never received them. I have contacted AMEX a XXXX XXXX times. Each time they say they're investigating, and tell me the investigation will take another XXXX weeks. They have told me there is a need for a new investigation every time I have contacted them and have continued the pattern for almost XXXX months. They have confirmed I should have received the points, but each time they tell me I will get them in XXXX weeks. I check back after XXXX weeks and they say " we don't know why you didn't get the points, we need to conduct an investigation that will take another XXXX weeks ''. This has occurred XXXX separate times now.
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A