Date Received: 2022-12-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: Originally, I called on XXXX to find out why I was receiving a fraud alert from American Express Bluebird which is ran by American Express Travel Related Services Company , Inc . They told me that a transaction was flagged as fraudulent because the company was trying to use an OLD EXPIRATION DATE AND ACCESS CODE. I asked them who and they said XXXX for {$99.00} dollars and asked if I wanted to change my card number. I did say No, because the transaction was DENIED and that XXXX didn't have my new card information because I wasn't renewing their service. Well apparently someone dropped the ball because the transaction that was once DENIED somehow managed to go through and they took {$99.00} out of my account on XX/XX/2022. When I noticed it went through I called back on XX/XX/2022 and I've been given the run-a-round with this company. In fact as I write this complaint I'm on " hold '' for a manager that NEVER SEEMS TO EXIST OR KNOW HOW TO CALL A CONSUMER BACK! They want me to fill out a FORM over this issue and I REFUSE, WHY? BECAUSE THEY HAVE ALL THE INFORMATION ASKED FOR IN THE FORM. They have the date, amount, vendor name, and the fact that the transaction was DENIED in their system. The prescription services were to expire on XX/XX/2022, NOT BE RENEWED so therefore I have NO CANCELLATION information to give them other than it's EXPIRED and the card they have on file is EXPIRED. What other information is needed? Why am I being held responsible to explain to them WHAT THEY DID AND ALREADY KNOW THEY DID? I've been given excuse after excuse as to why EVERYONE IS SORRY BUT CAN'T EXPLAIN HOW SOMEONE WAS ABLE TO ACCESS MY ACCOUNT WITH THE WRONG INFORMATION! At this point there should be NO DISPUTE because they already know what happened, they ALERTED ME. With this complaint I'm submitting my documentation that the transaction DID GO THROUGH w/o permission by me. I want my money back in my account and a FULL EXPLANATION on how ANYONE was able to access my account with the WRONG information. I've been told Managers would Call Me Back and they NEVER DO! I've been sent to AT LEAST 4 DIFFERENT DEPARTMENTS and NO ONE can explain anything to me but want me to do ALL OF THEIR WORK! ABSOLUTELY THE WORST CUSTOMER SERVICE EVER. They're aware that I'm filing this complaint. I have LITTERALLY BEEEN ON THIS CURRENT CALL FOR 1HR 19MINS COUNTING. I'm NOT doing their JOBS for them. They need to track what happened and why, NOT ME. I've attached 3 files which show 1. XXXX DOESN'T have the correct card information in their system and 2. The Bluebird notice about the transaction being disputed which shows the VENDOR NAME AND THE TRANSACTION AMOUNT so once again, WHAT AM I FILLING OUT A FORM FOR???????????? I'm NOT willing to do anything I haven't already DONE. I've been with them for at least 5-6yrs now and have NEVER had a major issue with them, but now this make me feel like ANYONE with my card number can access my account whether they have updated information or not. And if that's the case then why give people updated codes and expiration dates if companies or people are still able to charge your account. So I was on hold with the DEPUTES DEPARTMENT for over 45mins supposedly WAITING ON A MANAGER who is ALWAYS IN A MEETING. I'm SICK OF THEM AND WILL BE CLOSING MY ACCOUNT AFTER I GET ALL OF MY MONEY BACK! OH and I've been HUNG UP ON OVER 5XTIMES INCLUDING AS I WRITE THIS. This current call was 1:44:33 is how long I was on the line until I got HUNG UP ON.
Company Response:
State: VA
Zip: 23669
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
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 used to have a XXXX card with American Express ( ending in XXXX ), which I asked to be closed back in XXXX or XX/XX/2019. XXXX months ago, I received a statement for this card, showing a charge of {$160.00}. I immediately called the AMEX customer service to dispute this charge, saying that I never received any goods or services and that this card account had been closed over XXXX and a half years ago. They agreed to investigate and suspend the payment due for this charge. I also tried to contact the merchant, XXXX XXXX in New York however, the phone number listed on the charge as well as on their website, is simply a voice mail drop, with no access to live operators. They offer an email form, which I filled twice at a month interval and remain unanswered to date. American Express reinstated this charge, asking for payment and I disputed that charge again in writing. I can not understand how a closed account can be impacted with new charges so long after the actual closure date of this account.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: XXXX XXXX is XXXX XXXX Social Security XXXX XXXX XXXX Improperly They Used XXXX XXXX A Hiring/Recruiter To XXXX XXXX abiding citizens like myself Personal Info License and Social By asking to send screenshot pictures & they are applying for different credit applications causing hard inquiries on my credit report They Have Used My Info to apply For This Business card in my name than terminated my employment in just the third day of employment causing me to ask for police report Case # XXXX Company also uses XXXX for their communication to mistreat coworkers that are not XXXX they are not allowing equal opportunities with their established company instead farming all the money for themselves while stealing citizens identity XXXX XXXX XXXX I want American Express XXXX XXXX the XXXX hard inquiry that was not in written consent or knowledge of XXXX XXXX
Company Response:
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I was at a event and lost my debit card. I immediately requested a replacement card the following day and tried to contact the bank. I couldn't dispute the transactions until they posted so on XX/XX/XXXX, I submitted a formal fraud claim for some transactions that I did not make. The total for these transactions was roughly {$310.00}. Kabbage looked into these transactions and flagged them as fraud/returned my money but then immediately put a lock on my account. At this point, I was unable to access any of my funds in my bank account and no matter who I called and spoke to, they told me they couldn't unfreeze my account until a supervisor spoke to me. I was without funds or access to my money for the rest of XXXX and now all of this month. I requested to speak to a supervisor XXXX separate times but was told they had to call me back... I never received a call back. Roughly a week later, my replacement card arrived in the mail but it would not let me activate it because my account remained locked. I called back and was told that this " lock '' was just automatic due to fraud and would clear up in 3 days. 3 days passed and it still remained locked. Everyone I called and spoke to could not tell me why or how long it would be locked for. I fell behind on my bills because I was unable to access any of my money. At the beginning of this month ( while I no longer have the old card, and while my account still being locked ), Kabbage started allowing charges to go through on my old debit card ( the one that was lost/stolen ). I no longer have access to this card but I am also not able to access my account to review and validate any of the transactions so I did not authorize them and am not sure where they are coming from. No one can tell me why I can't access my account still. As of this week, all the money I had " locked '' in that account has now been charged off and the balance is all but depleted ... All on a debit card that was supposed to be cancellled and that I no longer have access to. Kabbage should not be able to freeze anyone 's funds without any explanation and for this long. Their behavior is criminal and left me with a horrible taste in my mouth.
Company Response:
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I recently made efforts to pay off my credit card in good faith that American Express would process my payment respectfully. On XXXX XXXX in sent a little over $ XXXX to American Express using their app to pay off the balance. On XXXX XXXX, when my typical auto pay was scheduled, they charged me another $ XXXX. The representative didn't provide answers for how it occurred, but I heard her muttering something about the automatic schedule. My typical automatic payment was between {$100.00} and {$200.00}. I never changed my automatic payment amount, so there is not justifiable reason that they would have accidentally charged me that second $ XXXX. My bank charged me an overdraft fee of {$25.00}, and relocated money from my savings to send American Express. I was punished for the actions and errors of American Express. This practice is clearly intentional, as an incidental duplicate withdrawal would have been of the same value as the previous month. This reminded me, that previously, years ago, the same thing happened. I have been a member for 7 years. American Express is not being held accountable for it's own conduct, nor is it taking responsibility for their flawed system. If I removed $ XXXX from their accounts there would be an arrest warrant out with my name on it. This institution is taking advantage of its account holders. Though they will return my money to me in XXXX to XXXX business days, that comes too little too late. I have lost my faith in this institution and I will share my experience today with all the XXXX XXXX XXXX XXXX XXXX and all of our shared friends.
Company Response:
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On or about XX/XX/2022, through the Chat feature of the American Express website, I requested that American Express ( a ) reallocate the credit limit from my card ending in XXXX ( with a credit limit of approximately {$13000.00} ) to my card ending in XXXX ( with a credit limit of approximately {$12000.00} ) and ( b ) close the card ending in XXXX. This was because the card ending in XXXX had an annual fee which I do not want to pay. American Express agreed to both ( a ) and ( b ) and at that point, it appeared to me that American Express would do ( a ) and ( b ) without any further action on my part. On or about XX/XX/2022, I logged into the American Express website and saw that my credit limit for my card ending in XXXX was only {$1000.00} and not the {$25000.00} that I had expected. I raised this with American Express through the Chat feature of the American Express website. Again, American Express agreed to fix this. As of today, XX/XX/2022, both problems still remain : XXXX. My card ending in XXXX has a credit limit of {$1000.00}. The credit limit should be {$25000.00}. XXXX. My card ending in XXXX is not closed. It should be closed. Could the CFPB please help with this? Thanks, XXXX
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Company is repeatedly calling me at all of my phone numbers multiple times ( more than XXXX times in a row, XXXX after another ) and never leaving a message.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Getting a line of credit
Subissue:
Consumer Complaint: updated complaint CFPB Ref No : XXXX & XXXX Ref : XXXX & XXXX Depository XXXX AMERICAN EXPRESS NATIONAL BANK it is public law that the XXXX XXXX XXXX it is unlawful for any provider of consumer financial products or services or a service provider to engage in any unfair, deceptive or abusive act or practice. An agreement was put in place as a result of undue influence, the application process would not let me move forward with the application unless I agreed and left me no other options to move the process forward. i am sure that would not have in my reasonable mind agreed to the terms they presented to me. This was an extension of credit and if I had known that i would have discriminated against with this Company like this i would have taken my credit sale to to more truth worthy bank. Someone breached their fiduciary duty because my right to opt out was either altered or not included when i was influenced to complete the application process which would leave American Express unjustly enriched by the " terms ''. I wasn't given full disclosure that I had the Option to opt of having my non pubic personal information shared with any third parties. Us young people today have a reliance on the terms and agreements provided to us by the financial institutions, and these practices have left me in extreme emotional and financial turmoil. American Express has been in Business long before I was born and today could not possibly expect me or any other young person us to understand the legal jargon in terms and agreement. It is should be written in plain langue according the Plain Language Act so that any reasonable consumer could and should understand what is being presented to them. as I could not understand the great number of pages that was presented to me in simple terms. Who authorized this method of extending credit and costs thereof in American Expresses company. I did notice that if i were to have the account opened under their current policies have been underwritten on the basis to make repayment to the balance. Is this an attempt finance an Extortionate extension of credit because it looks a lot like XXXX XXXX. American express needs to ensure thats its company has a process to take prompt corrective action if the decision-making processes it uses produce deficiencies or discriminatory results.
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: statement showing g XXXX but doesn't show for what
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Hello, I am extremely disappointed with the results of the investigation process, conducted by American Express in regards to unauthorized transactions. I found not recognized transaction in the amount of {$99.00}, made by XXXX on XX/XX/XXXX and posted to my American Express credit card. This charge was done as a payment for XXXX XXXX, which I have never requested and so could not authorize and never had. I called American Express a few times to report that this purchade was never made by myself or my family members, who are authorized members under my American Express credit card account. Since XX/XX/XXXX I also contacted a few times XXXX XXXX XXXX via phone and emails, trying to find out why they charged my American Express Card for unauthorized {$99.00}. XXXX confirmed to me verbally and via emails that I have never requested and so did not authorize Membership with them. They also confirmed that I made just one time purchase through XXXX in XXXX and that I have never made any other purchases, using XXXX services, and do not have any Membership account with them. Moreover, XXXX told me that they did not charge my credit card for that {$99.00} on XX/XX/XXXX and so can not refund this money because they do not have any info about my credit card, although I sent them the credit card credentials upon their request in order they to refund my American Express account. I suspect that XXXX conduct not totally fair business. For this reason I requested American Express to help me to prove that the transaction was a fraudulent one. American Express conducted " investigation '' for couple days and then sent me a letter, stating that this charge is my responsibility because they found a recurring charge {$100.00}, made by XXXX in XX/XX/XXXX. Up to now and until American Express informed me on that charge from XXXX, I have not noticed it, because I was very ill with COVID in XX/XX/XXXX and for this reason did not check on my American Express statement. I usually very carefully go through all my statements every month to make sure that all transactions are mine and correct. As I got a letter today from American Express, stating that they finished investigation of that unauthorized charge and found me to be responsible to pay it, I called XXXX again and was told there that they did not charge {$99.00} and that American Express has to refund it to me. In other words, XXXX said that I do not have to pay that {$99.00} when I pay my next American Express statement. But American Express state that I have to include that {$99.00} in my statement payment. Please help me, if possible, to resolve the explained above issue. Thank you Sincerely, XXXX XXXX XXXX ( cell
Company Response:
State: MA
Zip: 02026
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A