Date Received: 2022-10-24
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/22, the XXXX XXXX Amex card had its {$300.00} annual XXXX purchase credit structure changed from {$300.00} issued as a statement credit against XXXX purchases made annually on the card to a new structure of $ XXXX credited against dining purchases. ON XX/XX/22, I called Amex 's customer service to inquire about my remaining annual balance before it expired. While I was told the remainder was {$260.00} or so, I was also told by the rep that all unused credit would be issued out to customers as a statement credit so that customers would not feel wronged or angry with the new transition. With this information, I took no action to make a XXXX purchase to use my credit before it expired. On XX/XX/22, I called Amex 's customer service to ask about the statement credit promised as there had been no activity on the account. Unfortunately, while the XXXX told me about the new dining credit structure and confirmed I only used about {$34.00} of the old credit, I was given wrong information and that there would be no statement credit forthcoming. I then expressed my dissatisfaction and frustration borne of not using my credit based on the information that the XXXX gave me on XXXX. Accordingly, she opened case XXXX with Amex and XXXX am doing the same with CFPB. I was given false/misleading information about the XXXX annual credit benefit that expired and because of this, I was unable to take advantage of it. I was and am expecting the remaining {$260.00} or so as a statement credit on my XXXX card as promised.
Company Response:
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Signed up for a Hilton Honors American Express card in late XX/XX/XXXX. The card was suppose to have 0 APR for 12 months. They have charged me interest from day one. I made two large purchases totaling around {$9300.00}. I started calling Amex around XX/XX/XXXX to correct the problem. I faxed them copies of the brochure with the proof of the offer and they have refused to honor it. They are charging me over 22 % interest which has amounted to over {$560.00} in three months. I have been calling them ( 10-15 times ) trying to resolve the problem, with no resolution. I have been making minimum payment each to satisfy their requirements Can you help? I have been a customer with Amex since XXXX and they don't seem to care.
Company Response:
State: SC
Zip: 29803
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/14 I submitted a payment of {$1300.00} through the American Express XXXX XXXX. The payment was reversed stating that bank account can not be located and charged me for return fee plus interests. On my bank side, it shows the payment came out of my account with the trace number. I tried opening a dispute case with American Express and provided a copy of my bank statement showing the amount that came out. 3 weeks later American Express closed my dispute case without providing any reason. I logged into my account and found that the case was closed. I called and spoke with the dispute department and they gave the same initial response that payment was not received and its my banks problem and I should pursue with my bank. My bank wont do anything either stating they sent the payment.. Im not sure whose fault it is but someone has my {$1300.00}. Both sides are washing their hands of it. I also filed a complaint against XXXX XXXX I need both sides to figure out who has my money.
Company Response:
State: TX
Zip: 75019
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: 2022-10-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On this card, I've had a pay over time offer until XX/XX/XXXX where the only terms are to pay the minimum payment by the due date ( to remain " in good standing '' ), which I have ( screenshot attached ). On XX/XX/XXXX, due to a change in deposit banks, my checking account # and routing # for this payment changed. I informed American Express on XX/XX/XXXX to cancel a payment scheduled that day ( which they claim can be canceled by XXXX am but the button to cancel wasn't on the screen ) but they refused. I was told I could ask for a returned payment fee refund afterward so I made a parallel payment from a different account. On XX/XX/XXXX, I found out despite complying with this requirement to make parallel payments on time, my general APR and my pay over time APR had been changed to the penalty APR because somehow my card was not " in good standing '' despite complying with the terms of the program and making on time payments and I was charged {$690.00}. It was already a nightmare getting the returned fee refunded and now I'm finding American Express is engaging in this deceptive and illegal practice against the terms of the program. They still state on another webpage that I have 0 % APR until XX/XX/XXXX. Despite paying a hefty {$690.00} annual fee, I encountered a customer service who was too incompetent to understand nor cared. I will cancel all my cards after 17 years of membership. They are horrible and will engage in illegal practices out of greed. They need to resolve this or this is a clear case for arbitration I will pursue.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have requested the verification of a negative item on my credit report. If I understand the Fair Credit Reporting Act correctly, you are required to follow reasonable procedures to assure maximum possible accuracy of the information on my credit report. But all they sent me is general response stating the account was severely delinquent which led to the account to be charge off. I understand that The Fair Credit Billing Act requires creditors to bill correctly, that each statement be sent to the correct address, that you not ignore change of address requests, and that you facilitate disputed charges in a manner prescribed by law. The Act also stipulates that you provide lawfully requested information concerning my account upon request and in a timely manner. For that reason, I request that you please forward a notarized statement on your letterhead which will attest to your compliance to the FCBA generally and to my account specifically throughout the period I have been a customer. If any of that information is inaccurate or can not be verified, then the entire item is unverifiable.
Company Response:
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: CFPB + American Express, On a recent review of my credit report I see there were hard credit inquiries on XX/XX/XXXX and XXXX- I believe the hard credit inquiry on XX/XX/XXXX needs to be removed as that was an extra pull. Enclosed with this is : - my drivers license - my social security card - my address- my written complaint- XXXX and XXXX credit report where these show
Company Response:
State: FL
Zip: 34471
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I am filing this complaint with concern that American Express is evincing a pattern of failed processes and systems to protect consumers. In an ongoing attempt to close an account, after I agreed to and did pay to satisfy all outstanding purchase obligations, and American Express agreed to waive all outstanding interest, fees, and late charges, I am still unable to close the account. I have been promised resolution on multiple occasions, and still receive harassing emails and mailed statement that fail to acknowledge American Express 's agreement to close the account. I am also concerned that American Express 's failure might adversely affect my credit score, causing me actual harm with Credit Reporting Bureaus and making me liable to higher interest charges. Below is the record as I understand it, and as American Express has confirmed in telephone conversation to me XX/XX/2022 : XXXX XX/XX/2022 -- All original debts were paid on closed card. American Express agreed to remove all late charges and accrued interest, verbally over telephone. Employee said they would make note on the account and forward it to have the fees removed, and to close the account. This was evidently memorialized in Memo rep ID # XXXX. XXXX XX/XX/2022 -- I received a statement that did not remove the fees or interest, but rather added late fees and interest. I called again promptly, again I was told by American Express that they would note the account and forward it to have fees removed, and to close the account. XXXX XX/XX/2022 -- Substantially the same conversation as above, and that reversal of charges would be sent for approval ( this discussion was on record as conveyed to me by XXXX, employee # XXXX. ) XXXX XX/XX/2022 -- I received another statement with additional fees and interest. I spoke with Employee # XXXX who informed me that there was no notation to remove fees or interest, and only that there was an investigation request # XXXX. I reiterated to Employee that these were disputed charges as American Express had agreed to remove these late fees and interest charges. Employee agreed to remove one late charge but would not remove any other fees, prevent me from closing the account. I request this be escalated to Executive Complaints for resolution, and Employee # XXXX there was no such Executive Complaint process. If this statement is factual, it is of concern that American Express fails to have processes in place for consumers to be protected with adequate redress of their complaints. Employee transferred me to Customer Service to discuss escalating to resolve the dispute. Employee XXXX # XXXX reviewed the file and acknowledged that American Express agreed to waive fees on XXXX XXXX, noting that Memo rep ID # XXXX confirms that the Fees were agreed to be waived, and assured me that " Absolutely I was in the right '' ( or words to that effect ). Employee XXXX agreed to waive all finance charges and would submit a ticket to the " Internal Team '' to have these last charges removed to close account. When I asked about escalating to Executive Complaints for resolution, Employee XXXX stated that American Express had no executive complaint process, and that these matters were only dealt with internally -- which means that there is no opportunity for consumers to have their outstanding disputes directly resolved. This is a manifest failure to protect consumer rights. Employee XXXX also informed me that on previous XXXX XX/XX/2022, the requested and promised reversal was DENIED by anonymous " Team Leader ''. I was not informed of this decision. This shows a manifest failure of process to protect consumer rights. As this decision to deny that which was already agreed upon, and was touched my numerous people at American Express, this shows a *pattern* of failing to resolve good faith complaints and a failure of their internal processes to protect consumers. Employee informed me that his ticket would include the above information. Employee XXXX informed me that no ticket number for this present complaint could be issued because American Express was having system problems, but that I could expect a positive resolution of the account in 7 to 10 business days ( circa XXXX XX/XX/2022 ). This appears to be a system failure, where the consumer is not given necessary information in a timely manner for redress, I requested explicitly that a member of the Internal Team contact me directly, to verify that all charges have been reversed and the account has been closed. Employee informed me that he would make the request but could not guarantee that the Internal review team would contact me. I acknowledged that I understood he could make no promises on behalf of other parties. I am filing this complaint as I think that this ongoing harassment of a consumer by American Express, their inability to track previous agreements with customers who act in good faith to resolve disputes, that there are anonymous " Team Leaders '' who override agreements between Customer Service Representatives and customers and without due notification to the customer, that numerous people at American Express gave me incomplete, contradictory, and non-noticed reversals, and that American Express has no Executive Complaint process whereby consumers can have their complaints resolved after numerous frustrations, point to a pattern of negligence and failures in their internal process and systems which together show serious defects in their obligations to protect customers from harassment. This case deserves scrutiny from your office.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Hello there was 2 accounts opened in my name American Express and XXXX XXXX XXXXXXXX XXXX. The account for American Express was closed on XX/XX/XXXX by the company but on my report it shows closed instead of removed completely same thing with the chimefin/stride bank it was closed on XX/XX/XXXX but show closed on my report and not removed.Due to the fact of them beening closed and not fully removed i lost 114 points on my credit.
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, I called Kabbage to close my business checking account ( acct # last XXXX digits XXXX ). I had already brought the account balance to XXXX dollars. The phone rep on the " speciality team '' confirmed during our call on XX/XX/XXXX that because the account balance is XXXX, the account is now closed per my request. On XX/XX/XXXX, I received a text message from Kabbage ( SMS code XXXX ) saying a possibly fraudelent charge of {$110.00} was just made on my debit card ( giving me the correct last 4 digits of my card ) at " XXXX XXXX XXXX XXXX ''. I called Kabbage at the phone number listed on my debit card, but customer service was closed for the night. On XX/XX/XXXX I received a voicemail from a number with the number blocked, asking me to call Kabbage regarding fraudelent charges -- however the voicemail did not give a callback number. So, on XX/XX/XXXX I called Kabbage again ( via the number listed on the debit card ). Customer service said there is no fraud dept to transfer me to. The first rep, who said he deals with fraud, said he's not able to look in my account to see if any fraudelent charges have been made or confirm whether alerts were sent. So how can I dispute these?! The second rep said she could see that several attempted charges of {$0.00} were made " but don't worry, since your account has a {$0.00} balance these didn't go through. '' Huh?! First of all : 1 ) why is neither rep asking me to confirm/deny recent transactions, like a normal bank fraud system does ; and 2 ) why is my account or debit card even still functional on XX/XX/XXXX when I called on XX/XX/XXXX to close my bank account & Kabbage told me that day my account was closed?! On the call today XX/XX/XXXX, the Kabbage rep told me that while I requested to close my account on XX/XX/XXXX, they will keep it open for 60 days " to process any final transactions that may come through. '' They said there is no way for them to close my account at my request until 60 days have passed. No. This is unacceptable. I XXXX 'd out my account prior to XX/XX/XXXX in order to close it. I requested on XX/XX/XXXX that the account be closed & they confirmed it was closed. The entire point of closing the business checking account is so that no other transactions are done in the account -- yet today XX/XX/XXXX I discover not only that they HAVEN'T closed the account like they told me they did, but they have a policy to take 60 days before closing the account. Plus, now I am dealing with fraud alerts for ( attempted? actual? who knows! ) debit card transactions on an account that Kabbage had confirmed to me was closed, and which their customer service department has no trained reps to enable me to dispute. A quick XXXX searcy brought up a couple of recent personal finance blog posts describing other Kabbage clients dealing with this same problem of debit card fraud charges, alerts, and lack of Kabbage customer fraud support starting in XX/XX/XXXX. I want my account closed immediately, as I requested on XX/XX/XXXX.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: While checking my American Express account I noticed there was an additional card in my name. The card had an old credit card number on it and a new expiration date. I previously had this card and American Express sent me a letter ( which I still have ) that they were sending me a new one since the old one expired and I would also get a new credit card number. This was years ago, and I have only been using my new credit card since. I immediately froze the card and called American Express to inquire how an old, expired card that they sent me a letter stating it is no longer in use ; the card number is not in use, how that randomly shows up on my account again years later as active. After escalating to the supervisor, she claimed they have had problems in their application department where individuals are trying to increase their sales and open a new account under customers name. She also claimed this has been corrected. Obviously, this has not been addressed or corrected and American Express has committed sales fraud in my name. The supervisor stated she would close the account and that also concerns me whether or not there was a hard inquiry and when a card is closed, I will suffer a negative hit to my XXXX XXXX. This is exactly what XXXX XXXX was guilty of ( among others ) and now American Express.
Company Response:
State: FL
Zip: 32909
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A