Date Received: 2022-11-29
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I called American Express to close the American Express Gold card. During the call they presented some offers to keep the card open. After some negotiation, it was offered to cover, with existing points, the annual fee already charged, plus additional points after some spending. American Express failed to follow what was agreed. The annual fee charged has not been covered with points as agreed multiple times via phone. It was confirmed multiple times. I was even asked for a special security code to confirm the use of points. I was asked for this code twice. I contacted American Express customer service about this, via chat. The bank now denies, in writing, that I was offered to cover the annual fee with points, and only confirmed the part of the offer where I need to spend to receive points. I request CFPB and American Express to review the call made on XX/XX/2022 around XXXX XXXX Banks like American Express are very rigid when asking customers to follow terms, I've read horror stories about American Express, but as seem here, they fail to follow their own Terms- and I ask, what happens to them? Nothing?
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: [ Apologies for the formatting should this submission be successful. This is my fifth attempt, including one by postal mail as well, but all have been unsuccessful and the CFPB telephone team has not been able to assist. ] XXXX Amex failing for an extended period to process a promised Annual Fee refund. ( There is a minor complication in that the card in question belongs to my wife and the linked bank checking account is mine. ) Amex at no stage has denied responsibility for their error. I worked as a XXXX XXXXXXXX XXXX XXXX for XXXX years and so should qualify as a valued customer. Both Amex Customer Support teams, online IM Chat and Telephone, were unprofessional, purely reactionary and on multiple occasions lied ( knowingly provided false information ) in order to evade taking responsibility. ( Note : I am now located in XXXX ( XXXX ) but this issue is with a card that was opened while US resident and all Customer Support interactions are with the Amex US team. ) XXXX XXXX with Amex Online IM Chat Support Team ( XXXX XXXX XXXX XXXX XX/XX/XXXX ) On XXXX XXXX XXXX I was told the refund coming to the linked checking account. Everything after this was like XXXX XXXX The IM Support team never had an update on their most recent failed approach and were never doing anything about it until I re-established contact. The Managers and Senior Managers here were unable/unwilling to take any ownership either. They were not even aware that the authorization call that Chat team had requested be made to the Amex Telephone team had occurred 3 months prior.
This all came to a head after 9 months when a Senior Manager ( XXXX ) commented that Amex were sorry if I should feel this matter was not being dealt with satisfactorily. I was subsequently referred ( offloaded ) to the Amex Telephone Support team on the basis that they had more authority. I then moved over to Telephone Support exclusively after one more IM Team Senior Manager ( XXXX ) failed to take the action promised hed promised.
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Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: My American Express National Bank ( Bluebird ) has subtracted over {$9000.00} from my account and act like they don't understand to add it back i have all the paperwork about it and they have my money and won't put it back. It was gone in less than XXXX weeks and is like I have made purchases and I have not they have a lot of ERRORS on my account and i am broke because of it and need my money ASAP. I want extra money for all this time they kept getting the stuff I need. They can give me extra money for having to wait since I need to buy stuff and can not get it cause of them keeping my money. Desired Resolution Relief Payment Request : {$9000.00} Requested Debt Relief : {$9000.00} Other Relief : My American express bluebird bank account has been wiped out by them it subtracted money from my account when I didn't even ask for it to be taken out. They need to give me my money back ASAP, I have bills, need food, need everything since I'm having to wait on them to give me my money back and this has been since XX/XX/XXXX and XX/XX/XXXX then from XX/XX/XXXX thru XX/XX/XXXX. Either way, the money was subtracted from my Bluebird ( American Express XXXX Bank Account and it was never added back, it's not that hard to see that it was not ever added back and why it was even taken out is a really good question, they shouldn't have been subtracting that much of an amount and they have down several withdraws from an ATM that someone had used my card to get some money off that I never withdrew. American Express does have zero fraud liability but they are not wanting to give me the money that is rightfully mine back. And multiple transfers were subtracted from my balance but was never sent to the other bank and were never added back to my balance.never added back to my account and neither were the amounts that someone had stolen. This has been going on since XX/XX/XXXX and I still do not have my money back or anything the representative that I spoke with recently said that " They didn't have access to it and that it was not there so now I am going to have to find all my receipts and write letters all over again for the XXXX time this year. I American Express Bluebird does not want to give me back my money for some reason and I had sent in proof that I was telling it correctly. Can you please help me get my money back it totals {$27000.00} total some reason back in XX/XX/XXXX they were {$20.00} mysteriously disappeared and they can't explain what the deal is cause they should have already given me a credit for the amount since it's been way past 10 days? It's also been past 45 days. Please I need CFPB help with getting my money back. Thank You, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Tennessee XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
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, my wife and I purchased a ticket in error for the wrong airport after our flight had been cancelled. Within minutes, we called American Express as well as the airline to cancel the ticket. American Express advised that we allow the charge to go through and then dispute it, which I did. Once the charge had gone through, they refused to allow me to dispute the charge. I want the {$750.00} fully refunded, since I was materially prejudiced by American Expresss representations after I had relied on their assurances.
Company Response:
State: CA
Zip: 908XX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I am on XXXX XXXX in the military and the American Express business platinum wont let me use my XXXX benefits. Was denied on multiple occasions. Had to pay the annual fee high interest rate.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Due to identity fraud on my debit account with XXXX XXXX, they had to change my bank account number entirely. I did update my number on American Express, yet for some reason, they charged my old debit number for my credit card payment. This was an additional payment ; no payment was required at this time, and the money was in my account. The bank had just changed the number. Obviously, when American Express charged the wrong bank account number ( for both of my AMEX cards ), the payments were rejected. I've already re-made these payments ; however, AMEX charges me a {$29.00} fee on each account, which is not fair. I messaged the online chat system about this, and the representative recommended calling customer service. However, there are extraordinarily long wait times. Attached is documentation regarding the fraud case that I am dealing with that has led to XXXX XXXX changing my bank account number. I would not make an extra payment that was not required if the funds were not there, and it is not right that I am being charged a return payment fee in this circumstance.
Company Response:
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have had a Kabbage checking account since last year and earlier this year I saw an offer on their website that offered {$200.00} for applying for a business loan and getting approved. I applied and they declined the application due to some issue ( I can't remember ) but in XXXX I received an email from them stating that they were unable to determine if my credit reports were unfrozen ( email attached ) and that they were reinviting me to apply by XXXX XXXX. When I called today asking about not receiving the {$200.00} bonus, the rep told me that I had not linked my account by XXXX XXXX and she said that this was mentioned in my welcome email upon approval and there is no such thing in my email ( attached ). Upon reviewing further and the original offer sheet I had saved, I noticed that this specific condition is something that they have added to the terms after merger with American Express some time in XXXX ( it was not in the original terms - attached ). However, it still does not matter in my case because when I reapplied in XXXX, I could not proceed with the loan application without first linking my American Express XXXX XXXX account - I think my old linked accounts ( XXXX, XXXX XXXX ) were inactive and had low balances and so I linked my American Express XXXX XXXX account during the application process - as I recall, the system wanted me to link a business checking account before proceeding with the application and it was stated somewhere that they review/analyze the history in the linked checking account before approving the application, and only after linking the Amex checking account, the application went through. So the Amex XXXX Checking account was and has been linked before the application was approved and and I have not made any changes since then.
Company Response:
State: CO
Zip: 80214
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: 1. Amex sends an email saying your card " will.be reinstated if you pay the balance. '' So i did. 2. The statement is misleading and dishonest because A. Your card will not necessarily be reinstated B. If a card is approved the credit limit will be different- again, this is not reinstatement 3. Company is overtly promising a benefit by email which in fact they do not at all provide. This is class action material. Amex has been fined for deceptive marketing in the past. NOWHERE in the unsolicited email does it counter the initial proposition. This is fraud and deceptive marketing.
Company Response:
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I first reached out on XX/XX/XXXX, about three fraud transactions that were made back to back totaling in the amount of XXXX. I was assured by American Express the transactions would be suspended effective immediately, and I would not be liable to pay for charges. XX/XX/XXXX, XXXX, and XXXX I reached back out to the company to check in for any updates being that I had not received any correspondence. I spoke to over ten representatives mis-transferring my calls and giving incorrect information each time and me continuing to answer the same questions I had initially provided them. Not one member was able to resolve my fraud claim or actually input my claim in the system, fraud claim never being filed. The card is cancelled and affecting/impacting my credit significantly. I need for American Express to rectify this as I have waited 30 days and been very patient. Dates of transactions XX/XX/XXXX XXXX ; XX/XX/XXXX XXXX ; XX/XX/XXXX XXXX all from the same merchant.
Company Response:
State: CA
Zip: 90017
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXXXXXX XXXX XXXX charged me {$440.00} for car towing and key replacement on XX/XX/2022. THE CAR WAS NEVER TOWED AND THE KEY WORKED UPON MY RETURN. I disputed the claim to American Express on XX/XX/2022 and they decided in XXXX 's favor even though : 1. The services XXXX charged for DID NOT HAPPEN 2. NO DOCUMENTATION SUPPORTING XXXX 'S CLAIMS CAN BE PROVIDED ( e.g. receipt for towing -- the burden of proof is on XXXX to prove that these fictional services actually happened rather than me having to prove that they didn't happen ). As a matter of fairness, I request that the charge for {$440.00} be refunded to me. Thank You For Your Time, XXXX XXXX and XXXX XXXX
Company Response:
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A