Date Received: 2022-10-25
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 about XX/XX/XXXX - my cards were fraudulently used and enrolled in american expresses Send and XXXX / XXXX. 2 {$2000.00} charges / transfers were made. I notified amex within 24 hours. amex acknowledge the fraud and sent two replacement cards. my app password and identification number were changed. I was informed I was not responsible for any fraudulent activity, and it could take 30 days from the fraud investigation. I received and activated the new cards. On about XX/XX/XXXX my account still showed the 2 {$2000.00} fraudulent transfers as they had not been reversed. I called and talked with an amex representative. That person represented they unenrolled my accounts from XXXX and XXXX and it could take up to another 30 days for their investigation to resolve as the initial investigation did not appear to be in their system. I waited 30, days and there was no resolution and no communication from amex about the status of the fraud investigation. On about XX/XX/XXXX, I again called amex as I had received no communication other than requests via email and phone from them to make payments on my two cards. I responded to one of their emails with a brief summary of the situation and requested they not report my cards delinquent as I had may payments related to all legitimate activity but had not paid any amounts related to the 2 {$2000.00} fraudulent charges or the associated interest and penalties. I was reported delinquent to the at least one credit bureau about this time. To the best of my knowledge, this is the only negative mark I've ever had related to a non-payment. It caused a significant decrease in my credit scores. During the call on about XX/XX/XXXX, I received similar communications from amex as the call on about XX/XX/XXXX that there appeared to be an administrative error and the fraud case had not been setup or resolved within their system. This was highly frustrating as it was at least the 3rd time I had to report the fraudulent activity. They again informed that I wasn't responsible for fraudulent charges and they would contact me in approx 30 days notifying me of the resolution of their investigation. In XXXX and XXXX, I received numerous call from american express requesting I make payments on my accounts even though I paid all legitimate charges and there was an on going fraud investigation. About the same time, amex suspended activity on both my cards and I am currently unable to use them. On about XX/XX/XXXX, I again talked with Amex. After recounting the situation for at least the 4th time, I was told I would receive a call on XX/XX/XXXX with an update regarding their investigation. I received no updates on the investigation until I called amex on XX/XX/XXXX. During the XX/XX/XXXX call, I again provided the situation to an amex representative. They have informed they will call me on XX/XX/XXXX after XXXX eastern with an update on the case as the representative wasn't able to connect directly with their fraud team after I spent over 1 hour talking with them. In summary, there were fraudulent charges/ transfers on my amex cards about XX/XX/XXXX and after numerous calls to amex, it has not been resolved. They represent they will reach out to me, but the only communications they initiate are request for payments and notifications my cards are frozen.
Company Response:
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: On XX/XX/22 Applied for a Amex Business Delta Gold XXXX. Was approved. On XXXX I attempted to get my card number to purchase Delta flight tickets which is the reason I got the card. XX/XX/22 Contacted Amex XXXX XXXX to inquire on how I could purchase tickets with my card/receive my card number to be able to do so. Was told to contact a specific number. Contacted the number. Representative told me to contact different department as they were closed. XX/XX/22 XXXX XXXX XXXX Contacted different department, card application department, was routed to an overseas call center. Agent was extremely unhelpful and not answering my questions. Asked to speak to a supervisor. Agent would not put me through to a supervisor. Agent said I could receive rush card delivery which would take 3/4 business days instead. I said that I needed to purchase the tickets urgently now, the only other possible solution would be overnight shipping of the card. Agent said supervisor would call me back in 30 minutes and asked for my contact number. Provided it to agent. Call was then disconnected/agent hung up, not sure. Called same department, in hopes of speaking with a supervisor, second agent also appeared to be an overseas phone department. Agent again was unwilling to transfer me to a supervisor. I knew that a front line agent would not be able to assist me, and a supervisor would be better able to provide a resolution or assist me. Amex agent disconnected the call again. Decided that clearly this department was not providing adequate service and support so decided to contact the card support number. XXXX Explained to first agent my issue and that I wanted to speak with a supervisor. Agent looked at the issue and said they could not do anything and connected me with supervisor. Spoke to supervisor for a while while they were checking things : Provided agent with the information from Amex 's own page about instant card numbers. And provided agent clearly with the terms and conditions as listed below. https : //www.americanexpress.comXXXX " Terms & Conditions Instant Card Number eligibility is based on our ability to instantly authenticate you. If you are eligible for Instant Card Number, you will receive an Instant Card Number that you may be able to use virtually anywhere American Express is accepted and a physical Card will not be required. In certain instances ( for example, if we can not instantly authenticate you ) you may only be able to use your Instant Card Number at a select merchant until you receive your physical Card. You may not have access to your full credit line until after you confirm receipt of your physical Card. We will mail your physical Card within 3-5 days of account approval. Repeatedly asked agent, why was I not instantly authenticated? I applied through my American express Account with all my correct personal and private information and was approved, hence, meaning that clearly I was authenticated. Agent could not provide a sufficient reason or adequate response. Said " the system '' tells us. I asked to speak to the team or department that manages the " system ''. Supervisor said there was quote " no team ''. Personally, I find that very hard to believe. Explained to agent that I am losing over XXXX of miles by not being able to use my DELTA card to purchase flights on DELTA airlines, which is why I got the card. I would be losing over {$1000.00} towards my minimum spend requirement, and towards my card flight credit requirement. Agent did not seem to care. Read the terms and conditions to agent again and asked why it was not being followed. " In certain instances ( for example, if we can not instantly authenticate you ) you may only be able to use your Instant Card Number at a select merchant until you receive your physical Card. '' Agent was unable to give a response. Based on the terms, I should've been able to then use my card at a select merchant such as Delta, with my Delta card. Supervisor was unable to answer and seemed to disregard the terms and conditions. On the internet there are reports of this in fact being true as the terms and conditions state. One such comment/posted below " Just applied for Delta Amex XXXX XXXX {$50.00} credit with XXXX waived for first year and I was provided a temporary credit card number at the end. I have seen conflicting info where you get an error but I got no such error and I was given the card number and 3 min to copy it. HOWEVER... it said I can only use it on delta.com '' Based on multiple online searches, it seems that there were multiple instances of Amex providing credit for when consumers were not provided an instant card number because they were losing out heavily on XXXX spend requirement. For example " Early last year, I applied for the XXXX Amex card. The temporary card information never came up on the screen, which was a slight bummer, as I was in the process of booking a XXXX flight. I called up, just hoping to get the XXXX XXXX I would have received credited to my account, but the XXXX asked if I would instead take {$160.00} " Another such instance " I just received a {$90.00} additional credit, on the XXXX + {$50.00} offer, because the amex system couldn't grant me a temporary credit limit. No idea if it was a specific issue tied to my account or larger system issue that Delta/Amex is currently having. '' Additional screenshots XXXX XXXX XXXX Supervisor kept saying that there was nothing they could do about the instant card number, and that they could not expedite the card. I inquired if it was possible to have the card be sent overnight so that I can book multiple Delta tickets which I needed to Urgently. Finally asked supervisor, " so there is nothing you can do any no way you can help, even though your terms and conditions clearly contradict what you're saying about instant card numbers? '' Supervisor said " yeah ''. I replied " So I just have to lose the potential miles, and money, and spend requirements towards my card '' Supervisor said " yeah '' I then decided that there was no further point with continuing the call. I was extremely appalled, frustrated, and shocked that the multiple agents, and finally the supervisor who I was able to get a hold of do not seem to understand, the policies and terms and conditions, and provided absolutely no help. I lost over 2 hours on the phone attempting to get assistance, and now over XXXX miles, and {$1000.00} of flight tickets from Delta. Will attach proof of booking flights that I had to with alternative cards because Amex was unable to assist or help me in any way. Extremely disappointed with the customer service provided, and with the terms and conditions that Amex states that were not followed it seems. Before this, I had a generally good experience as an Amex Card Member, but now this has been clearly impacted significantly by this experience. Providing screenshots of contacting Amex through live chat/ with over 3, or 4 phone calls and call length. Providing proof that other card members were in fact compensated for the ability to not receive and instant card number. Proving screenshots of Amex Terms and Conditions for Instant card numbers. Providing screenshots of Delta Tickets Purchased with alternative cards because I couldn't utilize the benefits of my Delta Amex Card which I received for the purpose of these benefits, agreeing to a {$99.00} annual fee ....
Company Response:
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American Express offered me the ability to change from Travel Rewards card to a XXXX XXXX card. I read the fine print and they did not state that the rewards, of which I had nearly XXXX points that were worth {$150.00} in cash back points, did not transfer. They refused on multiple occasions to reissue the points and effectively stole the points and their cash value from me. This was a misleading offer that resulted in them stealing the points I earned.
Company Response:
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I complained of a {$650.00} fraud on my AMEX over a former friend using my card to pay some professional registration fee. This complaint was denied multiple times, I escalated the complaint to fraud and AMEX voided my card then never sent me a new car ( although they swear they did ). I wasted dozens of hours on their website messenger and speaking to customer service. I've been called back at XXXX and the insulted when complaining because 'AMEX is a global company ' yet nothing has been addressed with my complaint that they gave me multiple promises to recalculate the statement but refuse to follow through. I'm tired of being sent threats by txt and email to report my 'failure for payment ' to the credit bureaus... Yet XX/XX/2022 a 'supervisor ' acknowledged there was a miscalculation and promised to have the adjustments addressed. This has yet to happen. Some AMEX representatives hang up on me, some pass me managers who are unhelpful. Some want to help but tell me conclusions inconsistent with prior conversations. Al of them want me to explain the sam3e story again and again and again. I was on auto payments for years covering the monthly expenses to a personal account. I still have no idea why AMEX will not just recalculate and explain how, based on their provided statements, a fictitious {$650.00} just reemerges on my account... And that is why IU will never do business with AMEX again. Perhaps the CFPB can hold them accountable, because I need a clear itemization before I believe I owe anything else to this company that clearly doe not value my years of loyal buissness.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In early XXXX, my partner applied for and received an American Express XXXX XXXX XXXX Credit Card. I am an account manager on that account. The promotional materials for the card, in several different places, advertised that the {$95.00} annual membership fee would be waived for the first year. However, on XX/XX/2022, our card was charged {$95.00} for an annual membership fee. I called Amex on XX/XX/2022 and spoke with a representative named XXXX and explained the situation. She told me she would send a link to upload copies of the promotional materials for Amex to look at. I clicked the link and the link was dead. I called back and spoke with a representative named XXXX and the call was immediately disconnected. I called back and spoke to a representative named XXXX who told me that the process XXXX wanted me to go through was the incorrect process and that I had to wait for somebody to call me back. I was given a case number, and was told that normally, it would take 7-10 business days for someone to call me back, but she would expedite the request and I would receive a call within 1-2 business days. On XX/XX/2022, having received no such call, I called Amex and spoke with a representative whose name I did not get. He spoke with his back office and told me that there have been no updates, and that the back office would get back to him in 1-2 weeks. I told him that a representative said I would receive a call from somebody, and he told me that no such thing would happen, so I didn't even have a chance to provide Amex with the relevant promotional materials. At that point, I was tired of being jerked around and was not confident that the matter would be resolved in a timely and appropriate manner, so I told the representative I would file a complaint with the CFPB. I am attaching the printout of the card statement showing the incorrect charge, as well as printouts of the various promotional materials with the annual fee language highlighted in yellow for ease of reference.
Company Response:
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Around a year ago American Express Bluebird prepaid debit card division permanently suspended my Bluebird debit card while it still had a huge balance that I can no longer access. They then sent me an email claiming that their fraud detection algorithm detected what they believe is my violation of section 22 ( d ) of the Bluebird Member Agreement. They refuse to state what behavior or action I did that caused this algorithm to suspend my account nor did they give me any ability to appeal the decision. The first dozen calls to American Express outsourced call centers initially gave me hope because the poorly-informed, poor quality, and poorly-trained customer service reps said they just needed to contact my local bank about my main bank account to verify its ownership by me then they would be able to reinstate the card. At the time they couldnt because it was after bank hours. The next day I requested to speak to a supervisor since I could not easily understand the reps that would initially answer the phone. They clarified and said I was permanently suspended with no way of fixing the issue on their end and I would have to write a letter to their corporate po box if I was upset with the outcome.
Company Response:
State: MO
Zip: 65401
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Kabbage closed my account but I still had {$300.00} in checking account funds. On XX/XX/2022, I reached out to Kabbage customer service to ask for my {$300.00} to be sent to me via check since I can't login/access the account to withdraw the funds because they closed my account. Subsequent follow-up calls and emails to their customer service email and they still are holding my {$300.00} balance hostage. I have tried many many times to call them between XXXX and XX/XX/2022 and they said they will open a ticket or send out the {$300.00} but I still haven't received a check in the mail.
Company Response:
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: My partner and I have taken action to get both of us on the Federal No Contact list. This has been for any mail that is promotion, advertising, telemarketing, etc. We have paid {$2.00} each through USA.Gov ( on XX/XX/2022 ) and have gone onto multiple websites to take care of this. We have received credit card mail from XXXX multiple times since taking ourselves off of the mail lists. I've spoken with them about this on XXXX and on XXXX ( after receiving mail on both of these dates ), where I was told that I need to wait six weeks to be taken off of the list completely. I still received mail from them on XXXX and XXXX. At this point, it has obviously been more than XXXX weeks. I have spent too much time on following up on this just to be disrespected and continuously reached out to. I have spent hours calling and complaining about still receiving mail.
Company Response:
State: UT
Zip: 84032
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Account closed and paid in full. XXXX XXXX
Company Response:
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am demanding that all the INQUIRES listed are removed from my consumer report. I did not give any consent to these companies to pull from my report. This is fraud and a violation, in pursuant to XXXX XXXX XXXX, a person shall not furnish any information relating to a consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. I demand that inquiries are immediately removed upon receiving this complaint. If they are not removed within 14 days I will take further legal action.
Company Response:
State: AZ
Zip: 85282
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A