Date Received: 2022-11-11
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 requested that the credit card company, American Express, block a merchant from charging my account. The credit card company agreed and assured me that the merchant 's charge would not go through. The charge went through on XX/XX/2022 for {$990.00}. When I called and asked why this happened, they informed me that the representative didn't actually put the block through, and they assured me that they would block the merchant for the next month. Again, they did not block the merchant and the charge was successful on XX/XX/XXXX for {$990.00}. The same happened for XX/XX/XXXX, {$990.00}, so I canceled the card and got a new one. I also requested that no merchant be able to bill me at all with recurring charges. They assured me that that would do that. Still, I am getting recurring charges. When I asked about why the recurring charges are still happening, they said the block wasn't there and so someone put the block on for XXXX XXXX. Even still, I am still getting recurring charges through the account. Whenever I talk to a rep, they assure me with the utmost confidence that they are doing what they said they would do, but later I see the charges I did not authorize come through the account and I learn from the next rep that the previous rep did not do what they said would do. The reps lie, hang up the phone, and they disconnect the chat whenever they want. I've issued complaints to the credit card company regarding the poor service and I have gotten no response. The reps have likely lied about sending the complaints in. I am having to cancel my card due to these ongoing problems. I have been a customer for over 14 years, and the service has drastically gone downhill. I have disputed each of the charges with the credit card company even though I should not have to dispute them because the credit card company did not have my permission to pay the merchant in the first place. At this time, the disputed amounts for the months that the credit card company did not have my permission to pay the merchant are XXXX x {$990.00} = XXXX. The XX/XX/XXXX dispute was permanently closed and I asked them to reopen it. They said they would but again they did not. For one of the disputes, the rep wrote the reason for the dispute as something totally different than what I told her. They really are absolutely careless with the handling of the disputes, and I've spent countless hours on the phone and chat with the reps while they disconnect whenever convenient for them. When the XX/XX/XXXX bill closed, the online closing note says to see the message that we sent to you but they never sent any message to me. So I don't see what the decision was for that closed dispute. The rep said they found it in the merchant 's favor. However, for another dispute for the same reason and the same merchant, they are willing to rule the decision in my favor if they don't hear back from the merchant in the next few days. These results are inconsistent for the same problem and merchant. It's been an absolute nightmare trying to fight the disputes. I should not have had to dispute the charges because American Express did not have my permission to pay the merchant in the first place.
Company Response:
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have a XXXX checking account w/ American Express National Bank XXXX We contacted them on XX/XX/XXXX to resolve a fraud related issue. I was reviewing our XXXX account transactions, and noticed an XXXX transaction that was not approved ( {$16.00} Audible charge ). We spoke with an AMEX rep that informed us our business debit card had been used to perform the transaction, would temporarily assist us by restricting the card, and ask the Fraud Dept to follow-up with us. We were not informed that our account would be restricted. The following day, I received a follow-up call from the fraud dept who left a XXXX with a reference number. I followed up with them on a Friday XX/XX/XXXX, but it was a holiday, so I was informed the fraud Dept was out and to call back on Saturday. I obliged but made it known that no one had ( XXXX ) communicated the hours of operation for the department and ( XXXX ) that our whole account was restricted leaving us in the dark regarding any pending business transactions ( this was not clearly communicated to us by the rep ) I called on Saturday XX/XX/XXXX, was transferred to the Fraud Department again and was informed that whomever was in charge of our issue was not in and we would have to call back during the week. This inability of American Express National Bank to appropriately address a common account issue ( i.e. debit card fraud ) is damaging to a small business, especially when it results in the restriction of their WHOLE ACCOUNT.
Company Response:
State: IN
Zip: 47150
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
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: American Express did not provided a fair investigation for my {$100.00} dispute on an order I did not received. I had provided photo of my front door via XXXX XXXX when the merchant 's proof shown a front door of someone else 's home. Clearly the investigator failed to validate the front door of my home against the picture that was provided by the merchant. I will be attaching a PDF of XXXX proof of delivery that shows someone else 's front door, photo of my home front door via XXXX XXXX, a receipt of my order from the merchant, and dispute screen. Prior to opening the dispute with Amex, I had made several attempts to explain to the merchant that I did not received my order and the XXXX 's proof shows it is someone else 's front door.
Company Response:
State: NY
Zip: 11368
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/XXXX @ XXXX I bought 5 gift cards for {$1900.00} as follows : XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX # XXXX - {$500.00} # XXXX - {$500.00} # XXXX - {$500.00} - card has never been replaced. they still have my {$500.00} # XXXX - {$200.00} # XXXX - {$200.00} I paid for the cards with my debit card. Went home had coffee, sat down to sent cards out. first card I went to pay a bill, gave the lady the card number and thought I was finished, the lady said no there is no balance there. Went back to XXXX to have them unlock the cards. I got a store manager to help me. The manager call AMEX and had them look up the cards and was shocked to hear what he heard, first card was used on XX/XX/XXXX and was repacked. The manager said how can that be that card she just got the card today this morning. All cards used except for XXXX {$500.00} was still good and AMEX requested a replacement card for it. I waited XXXX days for Both replaces cards were no good. Still have not received another one. At that time I wanted a replace check instead but AMEX said no. I have cried till I cant anymore and fighting this battle. I am suppose to get married at the time this happen and had to rescheduled the date. I did some research and found out that XXXX XXXX news broadcast gave some light on the gift cards scam warning from XXXX and how many people were getting screwed by them and their policies. This is not the first time for me, the second one happened just a few days ago, XX/XX/XXXX, XXXX, {$180.00}. I got this card for a birthday present it was bought at XXXX and it was XXXX balance when i got it. I called AMEX and they had no words for me but offer to send a replace card. I got the replace card XXXX weeks ago and it was good until XX/XX/XXXX. I called on XX/XX/XXXX and there card had XXXX balance. the lady gave me information that someone called XXXX on XX/XX/XXXX and used {$170.00}. and she also gave the ID XXXX and the transaction was completed yesterday XX/XX/XXXX. The lady asked my name and I gave it to her and then the lady quickly said she couldnt give me any more information and hung up. Now today I am writing out of anger, frustration and concern for other people who have gotten hit or will get hit if this isnt put out to the public. There is enough scams going on in this world.
Company Response:
State: CA
Zip: 935XX
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Hello, I opened a new credit card with American Express and as always I set up automatic payments through their automatic system right away. Two month later without having a single alert or notice, I discover that they destroyed my credit history reporting two late payments. My credit score went from good to fair and I cant apply for any more credit! I already spoke with them and told them that I set up automatic payment which didnt go through. Also I moved to the new address from XXXX XXXX to XXXX XXXX XXXX, XXXX and didnt receive a single bill that my account is overdue to my new address. My understanding was that XXXX setup automatic payments but their automatic system fails on purpose so they can collect their fees. Please help me. They destroyed my credit history while it was their fault because they had problem with the automatic payments system. I spoke with their representative and she said that it happens to other customers! I dont trust this company any more when they do such unethical practices - not only stealing millions of dollars but destroying credit history which causes hardship for families. This was such a mistake opening account with them. Wish I never dont this. Also they promised me XXXX apr for a year ( that was the reason I signed up ) but then they charging me 28.24 % Please publish my report so it is visible for all the people to read! Thank you so much! XXXX XXXX Amex account number ending : XXXX My cell : XXXX
Company Response:
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2022-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-13
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I the consumer and natural person was denied credit by American Express when I applied for the blue cash everyday card. Adverse action against the consumer is AGAINST THE LAW according to the Equal Credit Opportunity Act which is codified in 15 USC 1619c and is pursuant to civil liability under 15 USC 1692k. you are subject to criminal liability for violating 15 USC 1691 as I have proof that I was discriminated against by American Express due to the response I received. American Express is in violation of 15 US Code 1642, USC 1681m, and 12 CFR 1002 because I the consumer made an application in good faith, yet credit was not issued. furthermore, because my CREDIT CARD ( SSN ) was used and I received NO benefit. this is proof of fraudulent activity ( unauthorized use of credit card ) on behalf of American Express
Company Response:
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2022-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2022, AMERICAN EXPRESS XXXX, received an Affidavit of Truth from XXXX XXXX and accepted this letter via certified mail. In XXXX, after over 30 days of no response, a cease and desist was sent to American Express and was delivered. There was still no response to the documents being demanded. In XXXX, another affidavit was sent to the company after noticing that several payments do not seem to be showing as applied to the account. After reviewing the online account to see if it was applied on the statements it was noted that the statements were not accessible on the website. They also are not being mailed, so there is no proof of what is owed and what has been applied or that this supposed debt is valid per the Fair Debt Collections act. The reporting of this account was also disputed and was not honored per the FCRA. No proof has been submitted in either instance. As a consumer, I have been forced into continuing to make payments without validation due to the concern that there will be negative reporting on my credit report even though I have no proof this debt is valid and the validity of what is owed.
Company Response:
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2022-11-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-13
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I am including excerpts from the response for a previous complaint. " We are committed to making sure all customers are treated fairly. That is why we take appropriate measures to make sure that our representatives comply with all laws and regulations. The actions taken on your application were based on valid reasons and in accordance with our policies and procedures. '' You say you have taken appropriate measures. I filed the opt out in XXXX and still into XXXX and XXXX I received solicitations. I had to file additional opt outs and spend additional money to stop the solicitations. American Express could not have taken actions based on valid reasons because the application itself was invalid and was obtained under false pretenses. In violation of the creditor solicitation laws. It's not in accordance with lawful policies and procedures if you obtained the application under false pretenses. I am not at all satisfied with the response. I believe that this is boilerplate response and doesn't go into detail on the exact remedies and new policies and procedures that will go into place to make sure this doesn't happen to other innocent consumers. " " We have addressed your claims about your account in our prior responses to the CFPB, the most recent on XX/XX/XXXX, CFPB XXXX. You have been opted out of receiving marketing and it may take up to 12 weeks for mailed offers to stop. In our response to the CFPB dated XX/XX/XXXX CFPB XXXX, we explained that all American Express XXXX XXXX XXXX XXXX were previously reviewed and denied. We also advised that the application for the XXXX XXXX XXXX was denied and the decision remained the same. We have not received any additional applications for either Card from you. In addition, '' These applications should not have been obtained. The consumer opted out of these solicitations in XXXX. This explanation does not explain the lawful purpose you had to solicit and obtain the application, it does not address how American Express will create new policies to guarantee more consumers are not injured by failure of American Express to comply with opt out and FCRA
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-13
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: To whom it may concern. My name is XXXX XXXX. I have an ongoing investigation/case on my account that I know was closed to avoid yearly fee of {$99.00}. XXXX XXXXbeginning of XXXX- I have called customer service line, spoke to representative and closed my account, told her I did not need the card and asked to waive the XXXX fee. She confirmed the account closure was successful and fee waived. Afterwards I have destroyed my card, my login information and everything else related to my account. I always keep my finances in order and I have explained to representative that I did not need another card with yearly fee. As stated, I removed all information I have regarding login and password on file and destroyed my card then. I have not been able to login to my card and have only last 5 digits of the card XXXX since then. When I call they locate my card by SSN and last 5 digits of the card. However, on XX/XX/, I have received a statement from AMEX. I've called and spoke to representative that I had already closed my account. Her name was XXXX. She informed me that I my account was still active!!! I've informed her that I did indeed close and she on her end made sure that time I do close my account. Also during the conversation I had asked to start investigation as to why my account was not closed. She assured me that they will send request to higher level and investigate. XX/XX/ - I receive the statement again for XXXX yearly fee. I call again, representative makes note on my account and tells me investigation is still in process and might take until XXXX. Makes note on my account. Afterwards I receive NO update and nobody attempts to contact me regarding investigation. XXXX XXXX - I contact AMERICAN EXPRESS. The representative said investigation was closed and I still owed XXXX because " random '' phone conversations were checked and they could not locate my request to close my account back in summer. He said he would make a note and ask someone to contact me. I have created a complaint through XXXX case number XXXX. I am seeking assistance as to I have no communication from AMEX and they would not waive the yearly fee because they say my account was not closed in time for a yearly fee waiver. I oppose and believe the representative intentionally did not close my account and falsely told me they did. I am very disappointed in the service and also having not received any updates, calls, emails regarding my case and the results. Again, I have no access to my card, login information and have no idea why the card wasn't closed on my first contact. Regards XXXX XXXX, Card ending in XXXX ( all I know )
Company Response:
State: AL
Zip: 36526
Submitted Via: Web
Date Sent: 2022-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I was made aware that American Express closed my account without my authorization. On my credit report it says my account was closed on XX/XX/2021. I did not authorize this and because of this my rights have been violated according to the FCRA. I would like my account to be re oped ASAP.
Company Response:
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A