Date Received: 2023-01-19
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for the American Express ( AMEX ) Delta SkyMiles Gold Card back in XX/XX/XXXX based on a welcome bonus offer advertised to me through their website and via pamphlet received in the mail. The welcome bonus offer advertised to me was I would receive XXXX bonus miles if I spend {$2000.00} or more in the first 3 months. After receiving my new credit card in the mail and reaching the required spend threshold I only received XXXX bonus miles from AMEX, not the XXXX bonus miles I was expecting. At this point, it seemed like a mistake was made because the offer AMEX actually applied was only XXXX bonus miles after spending {$1000.00} within 2 months. So I submitted a dispute with AMEX to resolve this discrepancy back in XX/XX/XXXX. I provided supporting documents to AMEX on XX/XX/XXXX via online document submission portal on their website, which showed the welcome bonus offer that was advertised to me ( i.e., XXXX bonus miles ). These supporting documents can be seen in Attachment # XXXX. My dispute/complaint would have been resolved if AMEX simply XXXX applied the better welcome offer to my account. However, I patiently waited 3 months and received no response from AMEX. Then I finally reached out to AMEX today ( XX/XX/XXXX ) for a status update. Their responses can be seen in Attachment # XXXX. Essentially, AMEX declined my dispute/complaint and would not honor the advertised welcome bonus offer that I based and pursued my application on. I genuinely feel like I've been misled by AMEX via false advertising and if I would have known I'd receive a lesser welcome bonus offer than what was advertised to me, I wouldn't have applied or accepted the credit card in the first place. Now I'm stuck with this credit card and risk affecting my credit score/history if I cancel it because of dissatisfaction with AMEX.
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I CALLED American Express SEVERAL TIMES AND TOLD THEM SEVERAL TIMES IN XXXX XXXX AND XXXX THAT A CARD WAS OPENED IN MY NAME AND COMPANY AND EVEN SENT POLICE REPORT TO THEM AND THE FRAUD DEPARTMENT SAID THE ACCOUNT WAS CLOSED AND I WAS NOT RESPONSIBLE BUT THEY NEVER CLOSED THIS ACCOUNT AND SEVERAL OTHERS.
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: XX/XX/XXXX - paid off the {$8400.00} ( loan balance ) plus a {$39.00} late fee. XX/XX/XXXX- received a bill for {$260.00} as interest and a late charge for not submitting a monthly payment. I called a number of times to try to resolve this matter and no supervisor would speak with me and they just insisted on receiving their payment. XX/XX/XXXX - I finally called and demanded to speak to a supervisor, they refused. I was told by the operator that I need to pay or every month the balance will increase. I responded, " Increase for what? I paid off the principle of the loan, HOW are you calculating these interest payments? What math are you using? '' I paid off the {$260.00} as I was given NO OTHER OPTION. I am shocked, AMEX is allowed to operate in this manner. Please help me get back my money. XXXX
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I reached out to report unauthorized inquiries to companies I did not recognize on my credit report and they have not removed the inquiries and it is affecting my credit. It not fair that I have to deal with unauthorized use of my credit.
Company Response:
State: CA
Zip: 95340
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: On XX/XX/XXXX, my XXXX XXXX ending in XXXX was loaded with {$500.00} at a XXXX XXXX store. The cashier seemed to make mistakes in the process and asked to swipe my payment card multiple times. Eventually the load was successful. However, when I tried to use my Serve Card that same afternoon it was declined at the register. I called Serve customer service and heard that my card had been locked. I was later told that the account would be closed because a reversed payment occurred which is against the terms. Since that day I have no access to the funds on my card or my online account. The customer service agent said on XX/XX/XXXX that my account had a balance of {$2500.00}. A check for those funds would be sent by mail within the next 14 business days. This has not happened. I can not access my online account anymore because it is closed. A Serve Email notification from XXXX stated the same account balance of {$2500.00}. An email message from XXXX inexplicably stated a lower balance of {$2000.00}. I sent a complaint to Serve Customer Care on XX/XX/XXXX to complain about their withholding my money, and their apparent attempt to defraud me. I have received no response.
Company Response:
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My AMEX Platinum Business card suddenly reduced my Pay Over Time Option from {$20000.00} to {$12000.00}. I already had a balance of {$20000.00}. Since my pay over time payment is based on 1 % of the balance- my payment should have been {$200.00}. Instead, they are asking me to pay {$2900.00} this month. I am asking that they please honor the agreed upon pay over time amount of {$20000.00} or lower the amount {$12000.00} and just keep the payments at 1 % of the balance- which was agreed to at the time of the purchases made. This is causing me extreme hardship.
Company Response:
State: CA
Zip: 91364
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
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 am writing this complaint for Regulation E complance by American Express. On XX/XX/2022 I had 3 fraudulent transactions that posted to my American Express Gold Card that was lost from my possession in the XXXX XXXX. I called on XX/XX/XXXX and informed American Express of the issue and was told they would investigate the charges. Per Regulation E I was supposed to receive provisional credit within 10 days for the transactions that I did not authorize while they investigate the fraudulent transactions. I have only received provisional credit for 1 of the 3 transactions and that credit was posted on XX/XX/XXXX. After discovering that I did not receive credit for those 2 other transactions I called back on XX/XX/XXXX and was told that they were indeed apart of the initial report and that the report was still open and being worked on. After not receiving a letter to confirm the transactions or hearing anything back I called once more on XX/XX/XXXX and was told that the investigation team only received confirmation from the merchant, where the 3 transactions originated and that I have no relationship with, that they only heard back about the 1 charge being unauthorized but they did not get a confirmation about the other 2. Nonetheless, I was informed that I would receive a provisional credit on XX/XX/XXXX. As of today XX/XX/XXXX, I have not received a credit.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XXXX there is an unauthorized inquiry from American Express on my XXXX XXXX credit report. XXXX XXXX illegally and negligenntly simply refuses to remove this inquiry yet it has been confirmed it needs to be eliminated off my credit report.
Company Response:
State: CT
Zip: 06516
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: Fees or interest
Subissue: Problem with fees
Consumer Complaint: To Whom it may concern I have called AMEX relating to my XXXX XXXX XXXX card to inquire if there is an account with no annual fee. That could replace the current card. The lady I spoke with has recommended to downgrade the card to a normal card to remove the annual fee. The lady did NOT disclose by doing so it will incur a {$300.00} credit reversal on the account opening promotion. I recall she said she even had to request for an approval before the account can be downgraded. But through out this process she had failed to mention the promotional credit will be reversed. Knowing a reversal will happen I would NOT have moved forward with the account downgrade it simply does not make sense. I have called the Support Team on Tuesday XX/XX/2022 the lady I spoke with states a case has been created for the above matter and will take up to 10 days for the research team to research the matter with Case # XXXX. I have called back on Thursday XXXX XXXX XXXX this time another lady states the research matter will take up to 3 weeks. At this time I have requested to speak to a Supervisor. The lady states a Supervisor is NOT available and will call back within 24 hours. A week has gone past and I have NOT received any calls from AMEX. Therefore, I have called the AMEX Support Team Thursday XX/XX/2022 and spoken with XXXX XXXX XXXX. XXXX states he is having technical difficulty and was unable to merge the call with a supervisor and states a supervisor will call back within 10 minutes this time around. But after 10 minutes has gone by no one from AMEX Support has called. 2 hours later based on the called ID it seems someone has called from AMEX. But I was unable to confirm because no one was speaking on both call. The call was hang up both times within 10 seconds by the caller. Please assist on the matter as I was not made aware of the reversal in promotion offer. The lady simply neglected to mention the matter. I'm requesting for AMEX to reverse the account downgrade so the fee can be reversed as well, or to credit the account of the {$300.00} that was paid. I have attempted to contact AMEX Support Team but no one is willing to help. Thank You!
Company Response:
State: CA
Zip: 91766
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
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: There was a package that was temporarily lost I ordered via XXXX back on or aroundXXXX XXXX XXXX for XXXX in total, XXXX for the transaction and the remainder for exchange fees. The recipient initially told me the package was lost and not delivered to the right location. This was in error. I had reported the package lost to Amex, who dispuited the charge. They reached out to XXXX, who placed a block on the sender, XXXXXXXX XXXX XXXX XXXXXXXX. XXXX has been unable to conduct business effectively because AMEX claims that their system was not sending automated communication to XXXX the issue is resolved. The dispute was rescinded on or around XX/XX/XXXX. Payment was made to AMEX on the accurate charge back on XX/XX/XXXX. This money is still not sent to XXXX via XXXX. AMEX is either intentionally or unintentionally keeping the funds. I have called weekly about this issue and spoken with a supervisor most recently on XX/XX/XXXX saying a technical issue never seen the cancellation to XXXX. This is well beyond unacceptable.
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A