Date Received: 2022-12-19
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: Hello, I have made a purchase from XXXX using my american express card. The item never arrived. There is a bogus signature from XXXX as proof that it arrived but it's not my signature, my name is spelled incorrectly. XXXX claimed there is a scan of my ID, but that's impossible because I did not receive the order and therefor never saw the driver and never gave my ID. I did not receive this item and American Express did not follow up with me as to why my claim was denied. I would like a re-investigation into this matter. If there is a scan of my ID, please show it to me because as of now the only thing shown to me was a XXXX XXXX with my name misspelled. I have also submitted to AMEX my response to XXXX claims and described how I did not receive the order. This is completely unfair and it puts me in a very awkward situation because now I don't trust my card moving forward. Please resolve this issue. I did not sign for this package, I did not receive it, and my ID could not have been scanned. The charge Date is XXXX XXXX, amound is XXXX
Company Response:
State: CA
Zip: 91344
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My credit report stipulates that the credit card company noted my credit card was over the limit by XXXX. First off, no transaction should go through if I had a limit ; that's on them! Secondary, they reported this 3 weeks before the next billing statement oppose to contacting me or cancelling the actual transaction. I've had this card for nearly 12 years, never late and they contacted the credit reporting agency prior to the due date of the next statement. I am outraged! This is not the first credit card to do this and it won't be the last because any credit card company will continue to do the same after viewing my credit report. Furthermore, I know the credit cards have increased their interest charges and this notation on my credit report will only lead to the other companies raising my interest rates, denying me any future credit cards as well as lowering my credit score. I've had Amex lower my XXXX XXXX XXXX credit limit to XXXX and they imposed 2 separate interest rate fees for the same balance on the billing statement while raising my interest from XXXX to XXXX percent. I received no notice whatsoever and while demanding that they forward the statements to me, it took 8 months to do so when I told them I would contact you. They did this in a sneaky way considering everyone has gone paperless in todays world. I have never been late with any of my credit card companies, I have a great standing on my report with all credit card companies being paid on time, never late and they had the audacity to imposed limitations on me and try to destroy my credit. Because of this nonsense I am now a target for anyone who reviews my credit report. It will become discriminatory! They have scarred my name and any time I will need to apply for any card or loan I will be the subject of a review. This needs to be resolved immediately because I am not the only one going through this. I've had 2 other credit card companies lower my credit limit while raising my interest rates and imposing a " over the credit limit on my report '' without having any knowledge of such. I wasn't informed! This is an obstruction of XXXX and they should be reprimanded and fined. They are all following the same pattern because they are getting away with it!
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
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 I was looking to book an XXXX XXXX for 45 days in XXXX. I was messaging with the host asking questions and decided it was not the right spot for me. I put the phone down and left the room. When I came back I had a purchase alert from American Express saying I had just booked the XXXX XXXXXXXX. I don't know if I accidentally hit a button when I put the phone down or if my grandson grabbed it an accidentally booked it. I IMMEDIATELY messaged the host ( a large management company ) that this was done in error. It was a charge of {$7900.00}. I could not get a response right away from the host. The cancellation policy stated no refund for the first 30 days so I knew that unless the host or XXXX XXXX would make a concession, that technically I was responsible for the payment. So I also immediately contacted XXXX XXXX and immediately contacted American Express and explained the situation. The charge was pending at that point. I was instructed to call when it posted and I could dispute the charge. On XX/XX/XXXX I called to dispute the charge. I talked to the rep and the call was recorded. He went through the dispute process and told me the charge would come off my account while in dispute and I would have a final answer in 14 days. I explained that I needed a place to stay and had to rebook something else within the next couple of days. I very clearly stated that I didn't want to book something else if there was a chance I would be responsible for this XXXX XXXXXXXX charge. I was told by American Express that I had nothing to worry about. As long as I do not actually stay in the XXXX XXXX I would be fine. He went on to tell me Amex has many very powerful attornies and I had nothing to worry about and should go book another place. I actually clarified more than once that technically the cancellation policy stated I was not due the refund and he assured me that was not a problem or concern. So on XX/XX/XXXX I booked another XXXX XXXX. I've had at least 10 subsequent follow up conversations on this issue. The dispute came back and Amex said I am responsible for the payment. I called back several times. Had reps review the recording and admit that I followed the direction I was given by Amex. All they have been willing to do is " counsel '' the employee on his error. And they are holding me responsible to pay the {$7900.00} charge. I have explained to them over and over again, and am backed up by recordings, that I would have never booked another place if there was a chance I was going to be responsible for the charge. I feel scared and like I don't know what to do next. Its hard to imagine I can go up against American Express and win, and yet this has put me in a terrifying financial situation and don't know what to do next. I'm hoping you can provide me with some direction on what I can do. This feels like it should be illegal. I don't understand how a financial institution isn't responsible for the direction or information they provide their customers. I see I'm supposed to provide documentation. The company has all of the recordings. I asked for transcripts or access and was told I can't have that.
Company Response:
State: NY
Zip: 10011
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Amex offered me a new credit card XXXX. Our business already has a XXXX and a XXXX with outstanding history. The advertisement offered included spending {$10000.00} within 3 months of opening to get rewards, however, AMEX declined transactions and, when contacted, informed me I only have left about {$200.00} after spending no more than {$1500.00}. Customer assistance informed card does not have a pre-set limit which is not true as well. Now I have a card that charges {$300.00} for an annual membership, which was offered to me with rewards I can not achieve cause it does decline transactions and set an incompatible limit to the offer and to our business profile. I can cancel the 3 cards under XXXX XXXX.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I received an offer from American Express to open a " Blue Cash Preferred Card '' with a bonus if you spend {$3000.00} within the first 6 months, you earn a {$370.00} statement credit - which I did. About 11 months in, I paid off the card and, since it was going to cost me an annual fee of {$95.00}, I decided to call up and cancel the card. The Amex CSR who took the call said she was sad that I was canceling the card but would I be interested in the regular Blue Cash card that had no annual fee? I said as long as that's not a problem, I would do that. So she read me the terms and I said yes and they sent me the new card. About a month later, I get a letter from Amex saying that because I closed the account before 1 year, the {$370.00} statement credit I got back earlier in the year was going to be charged back to me ( this was not disclosed to me when I downgraded or I obviously wouldn't have downgraded ). I called up Amex and spoke to a " XXXX '' in customer service and explained the situation to him. He said that the CSR should have appraised me of that fact and I agreed. He said he would escalate this to whoever that department that listens to the tapes is for resolution. I waited about a week and received no word from Amex. I call again and repeat the story and I am told that they " closed '' the matter ( without the courtesy of telling me ) as the clawback was " disclosed in the terms and conditions of the card when I received it ''. I reviewed all the terms and conditions I received when I opened the card. The ONLY thing that even mentions the statement credit is a sales brochure that only says what I wrote about it above ( copy attached ) - nothing about it being clawed back if the card is downgraded or canceled. I called again today and repeated the story and asked ger for a supervisor to show me where this clawback feature is mentioned. I also SPECIFICALLY asked her to make sure that the supervisor is using disclosures written as of XX/XX/2022 which is when I received the first card. She puts me on with " XXXX '', a customer service manager who " has been with Amex for 15 years '' and knows all about the disclosures. I told him what I have and asked him where it is and he goes on to read me a " bulleted disclosure that I should have received '' when I opened the account - which I did not. He then goes on to ask me what my email is because it was sent to me when I opened my account. I told him and asked him to hold on and let me pull that up. I open it and there is no mention of it and I offer to send it to him and he then says " I didn't say it was in that email '' (?? ) I said then why did you ask what my email was and he says he didn't say that (?? According to their automated recording when you call in, these calls are all recorded so you can see what I am saying is true ). I said I received no " bulleted disclosure '' and I have all the terms and conditions ( sections XXXX and XXXX of XXXX - attached ) that mentioned nothing of the clawback. XXXX then goes on to say that it's on the Amex website. I say just because it's on the website NOW doesn't mean it was there in XXXX. He reiterates that " he's been here 15 years and it's always been there ''. He goes on to say that when I signed up for the card online, I checked a box that says I agree about the clawback feature. I said " Really? Well that's great. Can you email me that form that shows I did that and we can end this whole disagreement? '' And he says " No, I can't email it unless I get a subpoena to do so. '' I said " What? You can't send your customer a copy of something I supposedly signed without a subpoena? '' And he said that's right. There was no disclosure whatsoever in the paperwork included - nor the paperwork or advertising about this credit other than what I received. I paid this {$370.00} fee to them because I didn't want to get a negative mark on my credit but I want them to refund this fee immediately.
Company Response:
State: NC
Zip: 28120
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am an old man using computers since inception ..... NEVER had a problem I couldnt work through. AMEX Bluebird has SERIOUS problems with their systems which make it VERY difficult to get access to statements online!!!!! I DEMAND ACCESS TO MY STATEMENTS, forget your password their system wont allow you to RESET!!! SERIOUS problems with their system!
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have credit card charges I didnt make and could have not made i was incarcerated at the times of the credit cards usage this is public information u can look my name up and see I was incarcerated I did not make none of those charges
Company Response:
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: I applied for an AmEx Gold card XX/XX/XXXX and did not receive a confirmation email. I called AmEx to check my status and they said I was approved on XX/XX/XXXX and should expect to receive my credit card XX/XX/XXXX. After not receiving my card I called back and was told they had no account under my name, ssn, birthday, etc. They directed me to apply for a new credit card and when I did they advertised me a sign up bonus which was lower than the offer I initially received and got accepted for. They told me there was absolutely nothing they could do. I'm hesitant to apply for a new card as I don't want to end up with several accounts under AmEx and responsible for XXXX of the same credit card.
Company Response:
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2022, I purchased a flight on American Express XXXX from Washington DC to XXXX XXXX ( AMEX XXXX Trip ID XXXX ; Confirmation : XXXX ). On XX/XX/2022, it became apparent that the flight I booked was significantly further away from the resort I was to stay at than expected. I called American Express XXXX on XX/XX/2022 to fix this problem by switching my flight to remove the second leg of the travel so it was only XXXX to XXXX ( direct ). When talking with the employee, I explained the situation and was informed that I could ONLY change the reservation and there would be a {$100.00} fee associated with this. I said that that is OK as I purchased the Gold Protector coverage for the flight for these types of situations. When the agent came back on the line he informed me that the cost would be ~ $ XXXX to change. I told him that that solution made no sense as I could cancel my ticket, pay the {$100.00} fee and use the remaining airline credit to re-book the flight for ~ {$50.00} overall. The agent proceeded to tell me that if I cancelled I would lose everything and would not receive a credit for future use. I proceeded to tell the agent that that was not correct and that I was looking online and could clearly see that I was eligible for a credit. Once again I was informed that I could only change the flight and not cancel it. After over XXXX minutes of holds and going back and forth, I finally talked to a supervisor that said I WOULD receive a credit for future flight however due to the extended time talking with the prior agent the flight that I was looking at on AMEX XXXX had increased by ~ $ XXXX ( when accounting for additional taxes and fees ). This is unacceptable. At this point I want my flight canceled and my Member Rewards re-deposited back into my American Express Account. This was the first and last time that will use Amex XXXX for my needs due to the sheer ineptitude I encountered from the first agent that wasted over an hour of my life. On XX/XX/2022, I filed the above XXXX complaint to American Express ( Complaint : XXXX ) and as of today I have not heard from American Express on this matter and am escalating to the CFPB due to this.
Company Response:
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: according to the Fair Credit Reporting ACT, Section 609 ( a ) ( 1 ) ( A ), you are required by federal law to verify through the physical verification of the original signed consumer contract-any and all accounts you post on a credit report. Otherwise, anyone paying for your reporting services could fax, mail or email in fraudulent account. I demand to see Verifiable Proof ( an original Consumer Contract with my Singnautre on it ) you have on file of the accounts listed below.your failure to positively verify these accounts has hurt my ability to obtain credit.Under the FCRA, unverified accounts must be removed and if you are unable to provide me a copy of verifiable proof, you must remove the accounts listed below.
Company Response:
State: FL
Zip: 34972
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A