Date Received: 2023-01-04
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: This is Bluebird American Express. This is for my daughter who is XXXX sub account XXXX XXXX. I called customer service because she has a balance of {$6.00} on her card which I tried to transfer to my main account because for some reason they have suspended her account with no explanation. I can also see in the details they made a {$15.00} payment adjustment which she didnt owe so they literally took that money for no reason. I called customer service they had no explanation of why we cant access her account anymore and why they suspended the account. I wrote a letter to them as requested and still can not access the funds and its been long enough. My account and my sons account are working fine, but we can not access her account at all or use the funds. They are illegally holding it and we have done nothing wrong. I can not even close the account to access the funds.
Company Response:
State: GA
Zip: 30741
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hi CFPB customer care With American Express credit card account number XXXX, I requested that my funds were going towards my mother medical bills during 2022 and my grandmother died and I have to cover funeral cost hence I would be behind some payments but I was paying them even then closed my credit card account with out any considerations, I have been their loyal customer for very long even then they closed and my account. I requested American Express during 2022 via many good will letters to remove late payments as well reopen my credit card even then they have closed my account even after telling my situation and their reason was funds were not their and returned payment happened hence they closed account but when I called them and told them that I have told the situation earlier they did not care about it and even my funds were available at that time still closed my account, I have tried hard to reinstate my credit cards with them as well remove late payments on credit reports, kindly help me in removing the remarks Account closed by grantor '' and also kindly remove worst payment status remark as well on XXXX, XXXX AND XXXX XXXX reports as well late payments reported in XXXX, XXXX AND XXXX CREDIT reports associated with American Express card account .please consider my request as I feel my future goals are being stopped which is very dissatisfying and I am feeling stress with lack of motivation.
Company Response:
State: VA
Zip: 20105
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: AMEX sent me a promotion to get a new card when spending XXXX within the first XXXX months will give me the advertised rewards ; however, AMEX set the limit in a way is impossible to achieve that, and Customer Service is incapable of solving or explaining. Its been weeks since opening the account with no replay.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There is information on my consumer report that is a result of identity theft. I did it provide written permission or instructions for the identified transactions to be reported on my consumer report. I am requesting that the reporting of this information be blocked and deleted. My request to block is not being made in error nor is my request to block being made on the basis of material misrepresentation of fact by me relevant to the request to block the identified transactions. These transactions are not related to any of the previous transactions by me the consumer. Account name -XXXX Date of INQUIRY XXXX Actions taken- identify theft report filed, multiple disputes filed with both lender and credit bureaus. I am requesting under the law that this account be removed and blocked from my consumer report four business days from the reception of this letter
Company Response:
State: NY
Zip: 11357
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: At the end of XX/XX/XXXX, I called customer service regarding my XXXX XXXX XXXX credit card. The specific reason for my call was to confirm the details of the benefit change for the {$300.00} annual XXXXXXXX XXXX and the new {$25.00} per month restaurant credit. The annual fee had just been renewed on my credit card and I wanted to confirm that I would receive the {$300.00} annual XXXX XXXX if I made a XXXX hotel purchase by XX/XX/XXXX. The Amex phone representative confirmed this and as a result I cancelled a free hotel night at another hotel chain and instead made a purchase at the XXXX XXXX on XX/XX/XXXX which was for over {$300.00}. When I called later to inquire about why I had not received my {$300.00} XXXX XXXX, I was told that it was based on my renewal year. This information was not disclosed to me by the phone representative and also a reasonable expectation would be that the renewal year would coincide with the time that the annual membership fee is billed. If this was not the case, I should have been told by the phone representative. I called and submitted a complaint to American Express regarding this issue on XX/XX/XXXX and requested that my case be reviewed and exception made to give me the {$300.00} XXXXXXXX XXXX I was told that the original call would be reviewed in 48 hours. It has been over two months and my case XXXX is still outstanding. I called again today on XX/XX/XXXX and the issue had still not been resolved and the phone representative could not find the case number and said that I should contact XXXX to find out about a complaint with American Express. As of today, XX/XX/XXXX, I have still not received a response from American Express on this issue and complaint.
Company Response:
State: DE
Zip: 19810
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There is information on my consumer report that is a result of identity theft. I did not provide written permission or instructions for the identified transactions to be reported in my consumer report .I am requesting that the reporting of this information be blocked and deleted. My request to block is not being made in error nor is my request to block being made on the basis of material misrepresentation of fact by me relevant to the request to block the identified transactions. These transactions are not related to any transactions previously made by me the consumer. AMEX inquiry dated XXXX .Please remove these inaccurate inquiries off my report
Company Response:
State: NY
Zip: 11357
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have received at least six letters from banks all over the US saying that they have opened my checking account, that they need more information to open my checking account and have also received debit cards from XXXX ( letter lost ) and XXXX XXXX XXXX Business Debit Card from XXXXXXXX XXXX No. XXXX. XXXX XXXX : XXXX XXXX. XXXX. American Express : Ref No XXXX : Savings Account. I have been unsuccessful reaching all of the institutions but have reached some, and three of the letters from last week were mistakenly discarded by my wife. However, I still have three letters from other banks. I do not recall the names of two of the banks since the letters were discarded mistakenly. I have XXXX XXXX since a fraudulent tax return was filed under my social security number approximately 5 years ago. I now receive a PIN every year from the IRS XXXX is now helping me. XXXX and I have called XXXX and put a credit freeze on my account. I want to open a claim. I expect many more of these fraudulent checking accounts to have been opened, but I have not received letters other than those discussed above. The banks that I have been able to contact say that this is done so that fraudulent wires can be deposited, withdrawn and then leaving me owing a bank for a fraudulent account.
Company Response:
State: GA
Zip: 31520
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Please find below a copy of my email to Amex that describes what happened. De : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX COMPLAINT - missing Hilton points XXXX Offices Dear Sir/Madam, I have been an Amex Hilton cardholder ( XXXX ) since XXXX at various levels. On XXXX XX/XX/XXXX, I upgraded my card to take advantage of the XXXX bonus offer I received in an email. I fulfilled the condition of spending {$3000.00} and earned XXXX. Because I reside overseas, I do not use the card often currently and I downgraded the card on XXXX XXXX. On XXXX XXXX, I realized that I did not get any Hilton points since the downgrade ; namely XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX totalling XXXX points. ( please see 3 attached statements. ) I called Amex from XXXX, XXXX on XXXX XXXX and spoke to numerous agents and spent well over an hour on the telephone. Finally, I spoke to XXXX XXXX XXXX XXXX ), a supervisor in XXXX, XXXX. I explained to her the issue and she said she was going to call me back that day or XXXX XXXX. I waited but she did not call. I contacted Amex again on XXXX XXXX XXXX XXXX time. I first spoke to XXXX XXXX from XXXX XXXX, Texas but she could not locate XXXX XXXX as there were no notes left in my account from XXXX XXXX conversation with her. She was able to put me through to XXXX XXXX after speaking to her supervisor. Unfortunately, I got the same answer that I would not be getting any points since the downgrade until I reach XXXX points by spending. My complaint is based on the following : XXXX ) this was never mentioned at the time of downgrade XXXX ) this is not stated on any of the XXXX statements ( XXXX, XXXX, XXXX ) where it says I EARNED the afore-mentioned points. XXXX ) had I not realized I was not getting any points XXXX XXXX, I would continue spending on the card since I received no email/communication in this regard. XXXX ) I am now told that the rule of not getting any points since the downgrade until I reach XXXX points by spending is applied not until 12 months since the upgrade, ie XXXX XX/XX/XXXX BUT indefinitely ( which of course leaves me with almost no Incentive to keep the card. ) Having been an Amex Hilton cardholder since XXXX with impeccable standing, I strongly feel I have been misled and that I am owed XXXX Hilton points based on my spending through XXXX XX/XX/XXXX. I asked all agents that I spoke to including XXXX XXXX and those on the chat support to which outside bureau I could turn if my complaint is not resolved satisfactorily. None of them could answer. I found out through XXXX search that I can submit a complaint to Consumer Financial Protection Bureau. I am surprised structured complaint handling is not in place at American Express. I sincerely hope that you will be able to intervene and resolve this complaint satisfactorily. Kind regards, XXXX XXXX
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/XXXX XXXX AMEX charged me an annual " membership '' fee of {$590.00} on my XXXX credit card, a card that was not in use by me so it's statements and activity are not tracked as closely. That's a big fee. On XX/XX/XXXX XXXX I tried to cancel in view of the fee and they attempted to salvage me by pointing out all the benefits. I said I'd think about it. A couple weeks go by and today XX/XX/XXXX, XXXX I call to cancel and I'm informed that while a cancel can happen because it is more than 30 days since charging the annual fee it can not be refunded, even as a pro-ration. I would point out that I believe prior annual fees on other products with Amex pro-ration was possible and frankly it certainly seems fair and just. I can certainly vouch that pro-ration of annual fees does happen with other vendors. I admit that even my initial call on XXXX XXXX was beyond that 30 days, but that's not the point of this complaint. An annual fee on a dormant account should not have a mere 30 days to " notice '' the fee and regardless I do think pro-ration of fee refunds should happen.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Delta American Express Skymiles credit card failed to honor its rewards miles after I have spent the required {$3000.00} in the first XXXX XXXX of account opening. I have contacted Amex about this 3 times over the course of the last XXXX XXXX. Their position was that my card was not eligible for the bonus miles because when I applied the card, the website had a popup window alert me to this fact. I denied that I ever saw the popup window when I applied the card, and had I seen it, I would not have gone through with the Delta Amex Skymiles application because I could have used the spending to earn other rewards with my other credit cards. Amex then promised me to investigate this with their IT department to show evidence that the popup window was indeed present during my online account application process. I inquired about the status of their investigation twice and they told me they haven't heard anything from their IT, and the investigation was closed. I ask to open the investigation again and they agreed, but when I later asked for the status, they said again investigation was closed, and again no evidence was produced. The whole back and forth and gone on for over XXXX XXXX and now I feel I have no choice but to file this complaint.
Company Response:
State: CA
Zip: 90403
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A