Date Received: 2022-12-16
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: We purchased XXXX Amex Gift cards directly from Amex on XX/XX/XXXX order number XXXX. We lost 3 of the cards. One card with a balance of {$2800.00} card number ending in XXXX, the 2nd card lost had a balance {$500.00} card number ending in XXXX and a third card with a balance of {$390.00} card number ending in XXXX. We have called the card company 2-3 times a month ( average an hour on the phone each call ) since XX/XX/XXXX and still have not received replacement cards. On XX/XX/XXXX I sent them copies of my drivers license, utility bills and proof of purchase and I was told many times that the replacement cards were being sent to me and none have ever showed up. I also called AMEX direct and they supposedly escalated with the gift card company they use named XXXX but still haven't heard back.
Company Response:
State: CA
Zip: 92704
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had an American Express card that I closed on XX/XX/2022. When closing the account my balance was {$0.00}. A month later I got a statement from American Express with a balance of {$150.00}. They said it was a charge back for a promo given to me many months before. I explained to them that I was not told anything about that and definitely wasn't told I would be charged {$150.00} if I closed the account. As a matter of fact the customer service representative that closed my account read to me on the phone a lengthy disclosure statement and never mentioned my closing the account will trigger a {$150.00} charge. I made numerous lengthy attempts both on the phone and on chat ( transcripts are available ) with the company to sort this out. I was told not to worry, and it will be taken care of but it takes 6-8 weeks. I waited for that meanwhile they continued to charge me late payment fees and finance charges. As of now I have a bill of {$260.00} on an account I closed with {$0.00} balance and I have not made any purchases. Please help! Thanks
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Credit inquiries made by someone other than myself.
Company Response:
State: CT
Zip: 06360
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In a separate complaint using CFPB portal vide complaint number : XXXX, American Express had provided a response, which is incorrect and false. Their reply was : " Your account received several merchant refunds as shown in your correspondence attachment which brought the spending threshold below the offer requirement. As a result, we reversed the {$300.00} statement credit to your account on XX/XX/2022 which will be reflected on your upcoming billing statement. We sent you the enclosed email the same day notifying you of this. The terms of the welcome offer state, if you cancel or return purchases you made to meet the Threshold Amount, we may take away the statement credit from your account. '' However, this information provided by them is totally incorrect and false. After the {$300.00} credit was applied to my account, there has been absolutely zero merchant refunds which have brought my spending threshold below the offer requirement. The {$300.00} was credited to my Credit card on XX/XX/2022. I challenge American Express to show me any merchant refunds after XX/XX/2022 which they claim has brought the spending threshold limit below the offer requirement. There is none, and I re-state, zero merchant credits after the credit of {$300.00} promotional bonus. American Express had carefully evaluated all my transactions prior to XX/XX/2022, and only after that they decided to aplly the promotional bonus of {$300.00}
Company Response:
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2022 a check was mailed to American Express in the amount of {$5700.00} to pay the balance in full from the title company my wife & I used to close on our home. One month after the payment hadnt posted, my wife contacted the title company and had another check printed in which that check was overnight XX/XX/2022. American Express never applied the check to the account because they claimed that the never received Check # 1 or Check # 2. For the third time, we had the title company give us a third check in which the check was overnighted again and received by American Express on XX/XX/2022 and the account was not credited. A third check went out on XX/XX/2022 overnighted signed for same issue American Express never received the check. The title company informed us by via phone that American Express cashed the first check from XX/XX/2022 date a whole month later and two other checks missing and as of today, the account has not been credited after the check was cashed. Where is our money. Because of the outstanding balance, it has caused issues with me getting approved for a car loan. American Express has no idea where the money is
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Our company purchased Thousands of dollars worth of Amex prepaid gift cards ( physical, not " e '' cards ) in XXXX of 2021 from Amex online. Many of the cards were not distributed to our employees until recently. When the cards were taken out of their envelopes ( sealed by Amex ) the balances were depleted ; for example a {$2000.00} card had a {$28.00} balance left. Hours have been spent on the phone with the AMERICAN express call center in XXXX ; where they read you scripted responses repeatedly but basically just say that " Amex is not responsible. They told us to contact the vendors and dispute the charges ''. They are only able to supply some vendor information one $ XXXX charge was for an electric vehicle charging station in California another charge for $ XXXX lists a vendor as " XXXX XXXX XXXX XXXX XXXX XXXX '' ( no state ), it is impossible to contact vendors without contact information. Amex sold the cards and they are either compromised at their manufacturing plant or electronically through their processing system. These cards were in unopened envelopes yet they take no responsibility. I found a website online " https : XXXX '' that has 706 similar complaints. When you purchase a gift card and do not even open the package the full balance should be there.
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XXXX XX/XX/XXXX unannounced, my AMEX was shutdown. Upon calling I was informed due to AMEX policy is because of an extra payment has not cleared. On XXXX XX/XX/XXXX for XXXX ( XXXX ) Required payment cleared, and made an extra payment online XXXX XX/XX/XXXX for XXXX ( XXXX ). in the process it was explained in a earlier complaint to AMEX that I didn't believe AUTO PAY took so I tried again for XXXX and unknown to me the original payment of XXXX cleared. Since the XXXX with no notification AMEX shut my card off and even after explaining the issue, rudely on the phone it was explained the XXXX has to run denied three times before they can open my card back. In my conversation with American Express, they have been extremely inflexible even after establishing this was an accident and both, XXXX ( XXXX ) where set-up as a extra payment. XXXX, I contacted American Express and now they changed the statues to pause. They want me to pay XXXX to unpause the account.
Company Response:
State: MI
Zip: 48188
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
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 reached out to American Express Company about a charge of {$740.00} from the merchant XXXX XXXX ( XXXX ) on XXXX XXXX. I used the official XXXX mobile application to make a change to a connecting flight to give myself some additional time during a layover. I used the XXXX app to look for flight changes. The app listed numerous flights available for that change, each had a listed charge. There were two flights that showed a charge of {$0.00} and I proceeded to select one of those flights for the change and expecting no charge to process that change. In the screens that followed showed a charge of {$0.00} ( at least two other screens ) and I proceeded to finalize the change. Within a few minutes, I received a notification that my credit card was charged an amount of {$740.00} from XXXX. I called XXXX immediate ( within 15 minutes ) and spoke to a representative and explained my issue. She said that she was not able to help me because I had finalized my flight change. I asked to speak to someone else or a supervisor multiple times and she put me on hold two times. I waited for a response for more than an hour and after she got back to me, she mentioned that she opened an inquiry for me and that XXXX will follow up with me within 5 business days. I also filed an online question with XXXX. I did not hear back from them. I submitted a dispute with American Express Company ( Amex ), the credit card provider that this fraudulent charge was charge to. The dispute closed after XXXX responded with the position that " The merchant has advised that the change was done by the XXXX herself through XXXX. '' I spoked with Amex representatives on at least 6 occasions about this dispute. Each time, they expressed to me that my dispute is reasonable and that they will be able to help me. Amex closed my dispute and I called them to express my concern that my issue was not addressed. The representative suggested that we reopen the dispute. The dispute was re-opened on XX/XX/2022 and I submitted additional letters and documents to support my claim. Amex closed my dispute on XX/XX/2022 with the same position as the first time that " The merchant has advised that the change was done by the XXXX herself through XXXX. '' They also sent a message to let me know that they can no longer investigate this issue further and close this dispute. I am submitting this complaint because Amex did not properly investigate my dispute. I did use the XXXX application to make a change to my flight but the issue was that XXXX charged me {$740.00} without displaying that amount on their application. I communicated this concern to Amex through multiple calls but it was not heard.
Company Response:
State: CO
Zip: 80003
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I was arrested XX/XX/XXXX in XXXX, Oklahoma. During dispute, lost possession of wallet and personal belongings. Was released XX/XX/XXXX. Inside wallet was American Express Serve Prepaid Debit Card containing earned income from old employer, which I set up for direct deposit, using the card provided by tax agency for tax filing. Perpetrator used card to empty out until XXXX in XXXX XXXX while I was jail. Upon release, and realizing card was empty, immediately filed dispute with American Express Account Protection Services. American Express takes 10 days to review dispute, and denied. One of the first questions asked on form is " Did you ever give anybody consent to use this card? ", which I never did. Perpetrator was able to use card as credit without providing a PIN at POS 's. American Express said reason for denial of request would have to completed via mail request and that a response would be sent, which they never did. Filed a police report upon second dispute request, under the impression that it would not be necessary because I was clearly in jail during transactions ' occurrence, denied for 'authorized transactions '. XXXX Police Department recommended to sue in small claims, which I did, and was granted a default judgement of {$1500.00} against the criminal. Perpetrator lives life of promiscuity, refuses to work, and has XXXX assets to enforce/garnish wages. Sought help on two occasions from XXXX XXXX of Oklahoma to no avail. I reverse social engineered perpetrator using XXXX XXXX to get her to admit she stole my card and owed me money on several occasions. I also have messages of myself and perpetrator on XXXX talking of my repayments, I reverse social engineered perpetrator on social media to gather information about her whereabouts to getting her served, and to use her for conjugal purposes. However, I did not ever give her consent to use my card, she stole it was I was in jail. It is American Express 's ill judgment that has caused me much financial crisis ', XXXX and XXXX. I was homeless at the time of my release, and still struggle financially to the present. I Sought help of Oklahoma Attorney General Consumer Protection Unit to no avail. American Express did not respond to O.A.G. Consumer Protection Unit. American Express Account Protection Services permanently closed my account, said at one to file disputes with each individual retailer, and that transactions were authorized because I 'benefited from transactions '. Paperwork was provided at first dispute showing that I was in the XXXXXXXX XXXX during thefts, and I never gave perpetrator any consent to steal my earned income, at any time. I have ample paperwork of all incidents to corroborate this statement. American Express at one implied that I committed fraud because of the nature of my relationship with past victims, but I suspect embezzlement, discrimination, and abuse of authority.
Company Response:
State: OK
Zip: 74112
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15USD 1681 section102 States I have the right to my privacy. Section 604 It also States a consumer reporting agency can't furnish a account without my written instructions. 15USC1666B A creditor may not treat payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response:
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A