Date Received: 2022-11-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I requested an " additional card '' on my existing American Express Account to allow an independent XXXX, XXXX XXXX to make business related purchases for me while I was attending other things. American Express had no right to tag her and hurt her credit score as a result of this " affiliate '' card, which should have never been construed to mean that XXXX was accountable for any of the debt existing at the time or for any new purchases. XXXXXXXX XXXX credit score immediately reflected the high balances form XXXX XXXX and hit her credit score for XXXX points dropping below XXXX. I contacted American Express immediately by phone once I was notified by XXXX. AMEX did nothing to correct the problem. They sent a letter stating I should contact the credit bureaus, which I did in writing and copied to AMERICAN EXPRESS and XXXX. No corrective steps have been taken. I requested for AMEX to cancel the " affiliate card '' which was never ever used for a purchase and to correct the record in XXXX 's history that that card was never her responsibility to pay or otherwise be associated with. I feel that this issue is one that CFPB should get directly involved in and correct where it is likely affecting 1,000 's of people every year and it is a gross overreach by credit card companies and the credit bureaus.
Company Response:
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-18
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I am writing to seek full restitution and to document a complaint about deceptive advertising and possibly other consumer protection law violations by American Express. My complaint is related to what I believe to be an unfair and erroneous charge for a {$220.00} promotional credit reversal that appears on my XX/XX/XXXX billing statement for my American ExpressXXXX XXXX account. The grounds for my complaint are outlined in detail in a letter and accompanying attachments I mailed to Amex on XX/XX/XXXX. The letter was sent to document my complaint and earlier phone conversations with Amex customer service reps on XXXX XXXX and XXXX and XX/XX/XXXX. Since then I have used the Amex website onIine chat capability on XX/XX/XXXX and XX/XX/XXXX to further inquire into the " investigation '' they said they would conduct and finish within 30 days of my XXXX XXXX complaint. I will attach transcripts of all my online chats with Amex, starting with the anodyne conversation that took place during what I thought was a routine account cancellation process on XXXX XXXX for your review. As stated in my XXXX XXXX letter that I will attach, here 's s the background : In XX/XX/XXXX, American Express solicited my application for a credit card using aggressive direct mail advertising ( Attachment A ) that I consider to be unfairly deceptive and lacking critical information related to its major selling proposition a {$220.00} statement credit if I spent {$1000.00} in the first 3 months. I applied for and received the card in XXXX of XXXX, completed the requirements to receive the {$220.00} credit, and had it posted to my account on XX/XX/XXXX. After then I continued to flawlessly manage the account without incurring any late fees or finance charges. I decided to cancel the card online through the Amex website on XX/XX/XXXX because the card was not as useful as I had hoped. The account had a {$0.00} balance and cancellation was smooth and uneventful until XX/XX/XXXX. Thats when I received an almost apologetic email ( Attachment B ) informing me that that the {$220.00} credit had been rescinded and charged back to my account. I had to call Amex customer service to find out that Amex ( according to them at least ) had stated a requirement to keep the account open for 12 months in the mailing not anywhere in the glossy, colorful marketing letter and accompanying application, but instead no doubt buried deep in the fine print within a much more prosaic insert ( which I admittedly must have thrown out ). It was only during the online chat today, several days after the 30-day investigation period promise that Amex quoted for me the fine print that they are trying to use to justify their arbitrary and unfair decision to reverse a legitimately earned credit that had appeared on my account nearly 8 months prior. But today finally getting to read the fine print wording on which Amex admits their actions have been taken, only strengthens my contention that Amex has been deceptive and unclear in their advertising and marketing. It also highlights the bad faith they are showing customers, even ones of long standing like me and my husband. Per the highlighted wording on Page 5 of the online transcript I will attach, they are hanging their hat on sketchy wording such as " ... if you cancel or downgrade your account within 12 months after acquiring it... we may not credit statement credit to, we may freeze statement credit credited to, or we may take away statement credit from your account. '' How is the average consumer to conclude from that wording, if he or she could find it in the first place, that " take away '' would be used to justify rescinding a credit that had been issued and used more than a half-year earlier and had not appeared on any statements for at least six months? More confusingly, Amex uses the word " forfeit '' in referring to similar reward promotions on Page 3 of the Cardmember Agreement I will attach and have highlighted for your reference. How is the average consumer expected to interpret such wording, especially when Amex is trying to use it as justification for penalizing me {$220.00} without a clear warning that the action I was about to take would be not just illogical but self-harming? In addition, the fears that I expressed in my XXXX XXXX letter related to Amex 's lack of responsiveness to my complaint have been realized. While their phone reps refused to escalate or expedite my case in any way -- indeed taking a '' we're not going to call you, you call us '' attitude -- they have continued to assess my cancelled account additional late fees and interest charges. My balance is now up to {$250.00}, all of which has been assessed after my account was cancelled with a {$0.00} balance. All the while Amex has not allowed me to lodge my complaint through their online dispute process, because my complaint centers solely on the fees they've decided to assess me, not on any actual merchandise I actually purchased on the card. Thus, I've always had to go through their oppressive phone queues and chat processes, continually restating my complaint from the beginning every time. I would suggest that Amex knows this in cases like mine and hopes that people give up their legitimate grievances.
Company Response:
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-18
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I have been a customer of American Express bluebird for over 9 yrs and today XXXX XXXX i made a transfer into the account and American Express locked my card permanently without any explanation except i would receive an email when i called to see why card was locked. No email never came. I currently have XXXX and sum change on this card. I just want to get my money back at this point
Company Response:
State: AR
Zip: 723XX
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Amex asserts no impact to personal XXXX XXXX when running XXXXXXXX XXXX XXXX credit card application. My personal XXXX XXXX was impacted immediately!
Company Response:
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I called American Express and talked to an agent in XX/XX/XXXX concerning the upcoming membership fee of XXXX and under recommendation of the agent I downgraded my credit card to blue cash. Later I was hit a promotion credit reverse of XXXX XX/XX/XXXX. I called American Express right away and under the advice of another agent I closed my credit account with American Express. After that I was charged with {$40.00} late fee plus interest monthly. My point is I accepted the downgrade offer from an American Express agent and she did not tell me that if I downgrade it, the {$150.00} promotion credit will be charged back to me. Please note it does not make sense, the membership fee is {$95.00} and the credit reverse is {$150.00}. No one would pay {$150.00} to save XXXX membership fees. The above is the proof that the agent did not tell me about the {$150.00} promotion credit reverse. Since it is American Express agents fault, I should not be liable for the {$150.00} XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear all, I had a settlement with American Express to pay my debt in 24 months. I did pay the settlement in full but on my credit none of the payment have been reported. Now it is still saying that I have to pay my debt in full on my credit report when I have received a letter saying that the settlement has been paid in full and no further collection efforts will be made.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I APPLY PROMOTIONAL OFFER FOR 0 % APR FOR BALANCE TRANSFERS AMERICAN EXPRESS ( Blue Cash Everyday ) CARD. I REQUEST A BALANCE TRANSFER, AND IT WAS APPROVED, AND TRANSFER WAS INITIATED. AFTER I RECEIVED FIRST BILL STATEMENT I NOTICED THAT I HAVE BEEN CHARGED Interest on Purchases ( I DID NOT MAKE ANY ) ON MY BALANCE TRANSFER. CUSTOMER SERVICE STARTED TWO INVESTIGATION, NO RESULT FOR MORE THAN 60 DAYS.
Company Response:
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2022 I, the consumer and natural person, was denied credit by American Express when I applied for a PLATINUM CARD through XXXX, American Express sent me and Adverse Action Letter denying an extension to my credit. Adverse action against a consumer is AGAINST THE LAW according to the Equal Credit Opportunity Act which is codified in 15 U.S.C 1691c and is pursuant to civil liability under 15 U.S.C 1692k. American Express is in violation of 15 U.S Code 1642. U.S.C 1681m and 12 cfr 1002 because I, the consumer, made an application in good faith, but credit was not issued.
Company Response:
State: FL
Zip: 33805
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I used to have an American Express credit card. Back in XXXX I closed the account. Years later in XXXX I noticed I was still being charged an annual fee for the credit card that I closed. I called American express and opened a claim requesting to close the account and also get reimbursed for the incorrect annual fee they were charging. The service rep saw that I did not use the credit card for years and told me they will close the card and issue a credit. It never happened. They never credited me the annual fee despite the fact I closed the card years ago, and they also never closed my card. I asked them to close my card multiple times. I recently saw they put the card in collections for 2-3 annual fees. This has had a negative impact on my credit score. If we look into my transaction history you can see the card has never been used in years. Also, I was informed that my customer service calls are all recorded so my story can be verified. I am very disappointed with XXXX. This is such an inconvenience and is financially damaging.
Company Response:
State: CA
Zip: 94080
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022, I called American Express to inquire about canceling my card because I was unhappy with the benefits and customer service. The representative informed me that I had already paid my annual fee. I explained that, in that case, Ill keep my account open and requested a new card to be sent to my mailing address since my card had expired a few months back. The representative took down my new mailing address and informed me that the card would be delivered between XXXX XXXX XXXX Days passed and I did not receive my card. On XX/XX/2022, I called back and spoke to a XXXX named XXXX from XXXX XXXX. XXXX told me that I didnt receive my card because I closed my account. I told him that I did not consent to my account being closed. He said that on XX/XX/2022, I requested for the account to be closed through their automated machine. XXXX explained that, even though I continued by speaking with a representative, my account had closed because I requested to close my account. I told him that I did not confirm any closure of my account and I only requested to speak to a representative to discuss closing my account. XXXX said he would look into the complaint and call me back in three days. He specifically said he would look into whether it was my fault the account was closed or if it was a Company mistake. He assured me that he would call back and I should not call. He never called back. On XX/XX/2022, I called American Express and spoke to a different representative. The Representative said that my account had been closed and there was nothing that could be done. The Representative said that the internal notes indicated that there was an investigation and the account had closed because I requested it to the automated service. There was no detail she could provide me. I kept asking her what the details of the investigation was and she had none. Because I closed my account through the automated service, it wasnt American Expresss fault and I would have to pay a fee to reinstate my account.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A