Date Received: 2023-01-01
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: On XX/XX/2022, I changed the autopay amount on my American Express to the total amount due - as opposed to the total statement balance and received confirmation from Amex that my change had been confirmed. On XX/XX/XXXX, however, I noticed that Amex had deducted from my bank both the changed autopay amount as well as the original statement balance. When I called Amex customer service to ask for an explanation, I was not able to get one that made any sense as the person at their outsourced phone bank in XXXX - after putting me on hold numerous times, could not provide any rational explanation. In the wake of this, I wrote a letter of complaint to American Express and have yet to received a reply. I took the precaution of cancelling autopay in order to avoid any further such surprises. On XX/XX/XXXX I scheduled to payment for the full balance due on my Amex in preparation to closing my account. When checking my bank account online XX/XX/XXXX, I saw that my full balance has indeed been paid and I had a XXXX balance. But I also saw a credit from Amex for {$430.00} ( which was the autopay amount I scheduled on XX/XX/XXXX ). When looking at my Amex account online on XX/XX/XXXX, I saw that they were now billing me an adjustment of the exact same amount. I called Amex customer service on XX/XX/XXXX to ask them to explain this boomerang credit/adjustment for the same amount and, after an hour on the phone being put on hold numerous times, was unable to get XXXX. I then asked that American Express explain this fiasco in writing and was told that she would note this but could not tell me when I might receive an explanation. I could, of course, pay the {$430.00} that Amex credited to my bank to return the " adjustment '' that appears on my statement, but am concerned about what further surprises American Express might have in store for me. I have stopped using my card and switched all recurring payments to other credit cards, so I should have a XXXX balance.
Company Response:
State: NY
Zip: 10128
Submitted Via: Web
Date Sent: 2023-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American Express did not respond to my previous complaint, they responded in a way that I already mentioned in my complaint. To me, this tells me they did NOT consider the main part of my complaint so I am submitting to focus the complaint on the problem. The problem is the missing value of the gift cards. There is missing value in gift cards that American Express promised that I would have access to but then withheld. Their response was that they reissued a portion of the gift cards back, and cited their policy that they can not reissue gift cards more than a year old. However, that was not the issue. The issue was not having access to my gift cards and not being returned the value or access to the missing gift cards. What they stated as their solution/response was part of my complaint, that this was an unjust resolution and a false equivalency was being done with the gift card reissuing policy and my situation. I am not asking to break a policy to reissue gift cards to me, I am asking to access the gift cards I already owned or be returned the value of them, of which I provided multiple options of how I could work with the company to do so. Some of those include trying to go to shops to see what was purchased with gift cards or even making a dummy new card to see if I can get access to my wallet. The year limit to reissue gift cards has nothing to do with the fact that I was told that I would have access to my gift card wallet. My ability to prevent this issue was lost after confirming with at least TWO customer service representatives that my access would be safe. I have given multiple options of how I would be happy to help figure out the value if they can not do some simple system changes but keep getting pushed to the response that they can not reissue the gift cards. That is not what I am asking for. I am asking for the value of my gift cards back or access to my gift cards that I already own, have purchased, and was told that I would continue to have access to. Here is the summary of events : On XXXX XXXX, I used rewards points to purchase XXXX dollars worth of XXXX XXXX XXXX XXXX from American Express. These are included in my digital gift card wallet and I can access these cards using an account number and pin number that is in the wallet to pull up the cards at the vendor website and review the balance. I closed my American Express platinum card in the first week of XX/XX/XXXX. I called multiple times in XXXX and XXXX ( I believe once in XXXX ) asking about my account since I was not sure if I was planning on canceling and I wanted more details about the process. There are at least two phone calls, both of which are recorded, that I specifically asked about access to my digital gift card wallet. I asked a number of other questions including access to reward points and other aspects of my account and was told I would not have access to these. I understood and made arrangements so that I would lose what had to be lost. I was specifically told I would be able to access already purchased gift cards through my digital gift card wallet once the card was canceled. After I closed my account I no longer had access to the digital gift card wallet. It took many attempts to work with American Express and was finally able to open a case. My goal is simply for someone at American Express or me to access the already purchased numbers that I already owned to be able to use them without accessing the wallet. The case was closed with re-issuing of three cards I had purchased in XX/XX/XXXX, but none of the XXXX XXXX XXXX XXXX that had a remaining balance. I had thought giving my access to my own purchase would be reasonable since I had used some of the cards and was trying to be considerate in not wasting anyone else time to review each individual gift card. I would estimate I had between XXXX dollars of remaining balance on my XXXX XXXX XXXX XXXX I contacted american express again today XX/XX/XXXX and was told that I was at loss for the amount because they could not reissue new cards for points purchased over a year ago. The reason I am bringing this up to the CFPB for arbitration or help is because I was specifically told my multiple customer service representatives that this specific situation would not occur. I have wasted time over and over again trying to resolve this and provide and easy solution. I was told there was nothing else that could be done and would like help in finding someone that could have the ability to provide me with this simple situation. I offered going through my receipts and going to the vendor ( Athleta ) at which some of the cards were used to determine the exact remaining balance. I have offered to do the work for them in determining the balance on the gift cards. If they had simply told me, on multiple occasions, that my access would have been lost, I would have written down the account number and pin number. The company is now telling me that what their representatives told me was wrong and that I am responsible for their mistake, despite me offering reasonable solutions to help them balance my account. American Express had great customer service when I was a card holder. I had only planned to discontinue my card for a few years when I have a low period of travel but this experience ( among other issues post closure, including not sending me my remaining positive balance until I had to call again to remind them ) had made me wary of the accuracy of the services they provide.
Company Response:
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-01
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: An account from American Express with a balance of {$28000.00} is listed on my credit report. I have never opened an account with American Express, nor have I ever received any credit cards or correspondence from them. On my credit report it shows that the fraudulent account was opened in XX/XX/2022.
Company Response:
State: VA
Zip: 23602
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Fraudulent purchase made under my account. Credit card company American Express still charges it to my account.
Company Response:
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an American Express Business Checking account under a promotion ( https : //www.americanexpress.com/en-us/business/checking/ ) that would pay me XXXX points after opening, depositing {$5000.00} and maintaining that balance for 60 days, and doing 10 transactions. I completed all of the terms, but the points were never delivered. I want the company to honor the promotion and deliver the points, and additionally give me treble damages of an additional XXXX points as a result of their misleading, deceptive and predatory practices of offering rewards and incentives and not following thru even when customers complete all terms of the deal.
Company Response:
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
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 went to XXXX and XXXX XXXX on XXXX XXXX in XXXX, Ky. to use the ATM to get XXXX offer my prepaid American Express Bluebird card. The machine made noise like it was counting money out but never dispensed the XXXX dollars. I the checked my bluebird account online and they had subtracted the XXXX off of my account even though it did not give me any money. I have contacted the bank and they would not do anything until the got something from my financial institution. I then contacted Bluebird and they have hung up on me after waiting on hold several times, and say I have only 10 days to dispute the transaction in writing they provided with a link to a dispute form and then a link to send it to. I filled the form out and tried the link they sent me but it has no place to send it to I then called them again and they gave me an incorrect email to send it to I found another American Express email and sent it but they have not responded. This is the account I have my payroll check direct deposited on
Company Response:
State: KY
Zip: 42420
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am victim of a consumer fraud of over {$5000.00} on my American Express card made at a XXXX XXXX store in a city I had not been to and located Michigan. I have tried numerous times to dispute this with American Express. I contacted American Express with over 100 letters, telephone calls, or email or text responses pleading that I did not make this purchase. I pleaded with American Express and The credit reporting agencies XXXX XXXX XXXX and XXXX to please investigate accurately and not rely on the information American Express had provided to them. American Express failed to follow the basic investigative process of reviewing the receipt of the fraud which is not in any way associated to me. I pleaded with American Express for weeks before they would provide me with a copy of the actual store receipt from XXXX XXXX as they refused to provide it. They would tell me that it was internal only and could not be given to me. I pleaded and begged for proof that I authorized this purchase I pleaded and begged for a copy or proof of any recording that they have or transcripts that they have that had me authorize this purchase. American Express and the credit reporting agencies have refused to provide transparency in this nightmare that I have been living since 2017.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a corporate green card which entitles me to get a {$50.00} annual credit off the annual fee on my amex blue cash preferred my annual fee was charged in early XXXX and its now been XXXX weeks. I STILL have not receive my annual credit even though i'm enrolled in the benefit
Company Response:
State: CA
Zip: 90621
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I booked XXXX round trip flights through American Express XXXX on XXXX XXXX on XX/XX/XXXX. At the time we were making other flight bookings to get the travel dates that worked best for us while trying to get a lower price. I was booking some flights for a trip to XXXX and my wife was doing this as well. It wasn't until we got close to the trip, on XX/XX/XXXX, that I got a notification about the particular trip that I am writing about. It was at this point that I became aware that we hadn't cancelled that booking within the original XXXX hour window from the original booking date because I never received the ticket confirmation. I realized that it was sent to my old company email address which I had been using until XX/XX/XXXX when I sold the company. I forgot to update Amex with a new email address, so I never received the confirmation. I reached out to American Express about the cancellation policy and was told that we could cancel and that there would be an airline credit that could be used according to the airlines policy. The total for all XXXX tickets is {$6600.00}. When I went into my American Express XXXX account, it showed total credits of {$6600.00}, of which {$1300.00} per ticket for XXXX of my family members and {$1200.00} for my youngest child that was valid through XX/XX/XXXX, which was XXXX years from the original date of purchase. In XXXX of XXXX I went to try to use the credits and found out from American Express that they were no longer valid and that I only had 1 year from the original date of purchase. It was at this point that I was told by American Express that the only thing I could do it reach out to the airline to see if they would extend the period of use of the credit. I did reach out to them, and after about XXXX weeks, I received an email from XXXX XXXX that they would not extend the time for which we could use the credit. It was then that I reached out to American Express to see if they would do anything since it was still showing on their travel website that the credit was good until XX/XX/XXXX. Through multiple conversations and emails, which included photos of their website showing the expiration date of the credit of XX/XX/XXXX, they said that they would give me a {$500.00} XXXX credit back on my credit card. I understand that American Express is beholden to the airline credit policy, but someone at American Express messed up and put the wrong expiration date in their website. If they would have had the correct date, I would have known that I needed to use the credits earlier and made a booking to use them up. We wouldn't want to let {$6600.00} be wasted, so it was important that Amex had the correct expiration date on their website for the credits. In the end, I took the {$500.00} credit from Amex on XX/XX/XXXX, because that is all they would do. even after I talked with supervisors and explained the situation and how we got to where we were. It didn't matter. I'm not saying that it is all of their fault. I should have updated my email address. They should have put the correct expiration date in their website so that I could have planned accordingly. It would have been nice if they met me half way and offered to give me a credit of {$3300.00}.
Company Response:
State: FL
Zip: 34683
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I opened an American Express Gold Card in XX/XX/XXXX, with an offer to receive XXXX reward points for spending {$4000.00} in the first six months. In late XX/XX/XXXX, I noticed that XXXX points had been credited to my account. In early XX/XX/XXXX, I contacted AmEx customer service ( via web chat ) to ask whether these points were for meeting the spending requirement. Customer service confirmed with me that I had met the spending requirements. But then in XX/XX/XXXX, AmEx took away XXXX points from my account. I called in to ask. Customer service told me that it was because of a couple of refunds in XXXX and XX/XX/XXXX. This puzzled me, since they told me in XXXX that I met the spending requirement. If there were refunds in XXXX and XXXX, then they should not have credited the points to my account in XXXX, and should have not have told me in XXXX that I had met the spending requirement. The answer I received from AmEx was that there was a three-month delay in their system, resulting in the system not taking into account the XXXX refunds. I told them that this was unfair, and they promised me to conduct a review of the case. Then a couple of months later, they told me that after the review they were not going to change anything, because the system delay was not their fault. I believe that this is unfair treatment of customers, holding customers responsible for AmEx 's system fault. I would like to request for CFPB to investigate this practice.
Company Response:
State: CA
Zip: 943XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A