Date Received: 2022-10-21
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I physically have the card in my possession. XXXX has confirmed this was a fraudulent transaction and forward the invoice confirming fraud/identity theft. Received 3 phone calls and 2 text messages from : XXXX Saturday XX/XX/XXXX @ XXXX " Hi this is XXXX XXXX calling from XXXX regarding your refund request. Once you see this message kindly call back. '' Saturday XX/XX/XXXX XXXX sent a link to an application that would give them access to my cell phone and tablets. Serve has enabled idetity theft and is now enabling the sammers and id thefts to obtain my personal information and they are now contacting me directly with more scams as shown above. The number is a XXXX number and not anyone associated with XXXX. I purchased this card in-store at XXXX. I did not use this card after I purchased it, I did not authorize anyone to use the card and I did not give the card details to anyone. XXXX has acknowledged that this was a fraudulent transaction and opened their own fraud investigation case. They also provided the invoice of the transaction. My identity was comprised and my money was stolen by this individual. I have my own XXXX XXXX ; why would I go to a store to buy a pre paid debit card to make an online purchase at XXXX when I can simply log into my account and use my credit card? I do not live in that state, that is not my name and I have the physical card in my possession. This was fraud and you have been made aware of this fraud. Please see attached invoice for proof I did not authorize anyone or make this transaction myself. I do not know the person listed on the invoice and i did not give them my card details or permission to use my serve card. Web order # XXXX : XXXX Card was purchased in-store by me at XXXX XXXX XXXX XXXX XXXX XXXX Ma XXXX XXXX XXXX @ XXXX on XXXX XXXX, XXXX Serve was notified of this non-authorized transaction at XXXX on XXXX XXXX, XXXX Serve has provided false information and failed to provide any evidence or proof that this transaction was authorized. I have submitted the physical card, the store receipt, the XXXX invoice and my statement that i did not make this transaction nor authorize anyone to make a transaction. Serve has not contacted XXXX or attempted to prevent this from happening in the future. Serve has not provided any evidence in an investigation and has failed to be unbiased when reviewing the documents I have sent. Serve is either profiting off id theft or their employees are actively a part of the scam.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: We purchased American Express Gift cards close to {$60000.00} worth as gifts. We learned from some of the recipients that Gift cards had zero balances when they went to use them for the first time. We went through the ones we had left and Yes, they were correct they all had ZERO balances, used all over mostly in XXXX, Arizona, Washington XXXX. These were all sealed Gift Cards opened for the first time with Fraud activities on them. We have been trying to contact AMEX between the Gift card company and AMEX cards we have been getting the run around for over a year now. We contacted XXXX and they could not get a resolution saying they are hard to communicate with. They said we sent you a letter stating we found fraud on cards and we sent you a refund check. Completely not true since we never received any refunds from them. I had gone on AMEX gift card review page online and could not believe what I was reading that this is happening to everyone. How they are getting away with this FRAUD blows our mind. This is a huge amount of money and something needs to be done please.
Company Response:
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To whom it may concern : There is information on my consumer report that is a result of identity theft. I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. I am requesting that the reporting of this information be blocked and deleted. My request to block is not being made in error ; nor is my request to block being made on the basis of a material misrepresentation of fact by me relevant to the request to block the identified transactions. The identified transactions are not information related to any transaction by me as the consumer : Inquiries : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX You are required to do what I am asking and block these transactions from being reported to my consumer report within 4 days from the date of the receipt of this notice. I look Forward to hearing your response. Thank you XXXX XXXX
Company Response:
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
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: We initially filed several disputes with American Express on XX/XX/XXXX against XXXX XXXX XXXX. The charges were for an upgrade to a timeshare purchase on XX/XX/XXXX. We submitted 4 disputes and we received letters stating we won our cases on XX/XX/XXXX. They refunded us the amount of all charges and sent us a refund check. However, we received notice that one of the charges was placed back on our account on XX/XX/XXXX because it was over 60 days old, {$16000.00}. I have called every day since XX/XX/XXXX explaining the fact that XXXX XXXX breached our contract on XX/XX/XXXX and that is why we are disputing all payments for this upgrade in XXXX. They did not breach the contract until XX/XX/XXXX, but since we filed it on XX/XX/XXXX, we are within the 60 days of our claim, but American Express keeps closing the claim for the reason of 60 days, they are only looking at date of transaction and not all the evidence I have uploaded to them. First, why would they have given us a refund in the first place, and second I have had to call every day to re-open the case to hopefully get their investigation team to see that they breached the contract on XX/XX/XXXX instead of just looking at the date of the transaction. I have written down everyone that I have spoken with including a supervisor XXXX, who assured us that the case would get looked at and she agreed that I was right filing within the 60 day time frame. We filed it right away after XXXX XXXX breached our contract on XX/XX/XXXX. I have documentation that shows XXXX breached the contract and have forwarded all the necessary documents to American Express, but the investigative team will look at my supporting documents. I need help so that they will!
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: I am currently homeless, the original address of XXXX XXXX XXXX is a XXXX organization that requires ID to obtain mail. They sent my last card back, so I've set up my address at another organization XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXX Colorado. They Also require ID to pick up Mail there. I can not have ID with their address as Serve wants me to send a picture of my ID with the address. If possible I would like for XXXX to send it to the XXXX side cares address as I have recently picked up mail there. Also, if they could reset the last request, so that I may contact them directly. Thank You.
Company Response:
State: CO
Zip: 80904
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
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: My credit card was stolen on XX/XX/15 and I saw closed to $ XXXX USD charges on my credit card. I reported the same day to American Express and they opened an investigation, I've been in communication with them throughout the entire process. I filed a police report and actively working with a Detective to receive updates on XXXX investigation. My account was credited back a few weeks ago but I received XXXX emails about my XXXX reported account that they're reversing the credits. I called AMEX right away and all they said " we have new documents stating these aren't fraud ''. They will not give me any other information and I reassure them that XXXX is involved as well but she said " that's different. '' and refused to give me more information. I was physically at work that day and I did NOT make any of the charges. My card was not signed so the merchant can always request identification.
Company Response:
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
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: I bought an item from an online store and returned it. I reached out to the company about my return and they told me there would be a {$12.00} fee to return the item using their label, which was fine. The amount of money I should have received from that company was the purchase price minus the {$12.00} return label. After they received my return in the mail, they refunded me far less. They sent an email ( attached ) where they have some random 26.19 % charge on my return- with XXXX explanation as to what that is or why it's coming out of my return. I reached out to them to ask why I wasn't refunded my full amount and they didn't give me a straight answer. Given that the product I returned was unopen AND returned within the 30 day window as stated on THEIR site 's return policy ( attached ) I should be entitled to a full refund less return shipping costs. I raised a dispute with American Express with screenshots of the store 's return policy as stated online and despite raising a ticket twice, American Express has told me there's nothing they can do- which is ridiculous. Return policies are posted online for a reason. Stores can not just make up reasons to keep part of your funds because they feel like it and if a company like American Express is presented with ample evidence as to the store 's return policy, they need to ensure the store honors it.
Company Response:
State: NY
Zip: 11106
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I upgraded my American Express Delta Platinum card to a Delta Reserve card due to a limited time offer advertised for XXXX bonus miles when you spend {$5000.00} in the first 3 months on the new card. I upgraded due to this offer as I did not think it was worth upgrading to a card with a {$550.00} annual fee without the extra miles offer. Upon reaching the {$5000.00} threshold, I was not given the XXXX miles, but instead XXXX on XX/XX/XXXX. I reached out to Amex customer support through their online chat and the rep submitted a ticket. I provided a screenshot showing the screen on their website showing the page where the limited time offer was available ( the same page where you select your new card design ). After lack of follow up on my case I reached out multiple times, and a chat rep eventually told me that the welcome offer was declined as there was no such offer running for card upgrades, only new applications. The rep opened a second case, as apparently the screenshot was never attached originally and said I would receive follow up on this issue. After reaching out to chat and eventually XXXX support, I was told that after months of attempting to resolve this, I would not be receiving my XXXX offer as they could not confirm it was solicited to me even though I provided screenshots of their own website. The reps provided no additional support after this. After speaking with a XXXX rep from XX/XX/XXXX through XX/XX/XXXX, providing a screenshot that includes website and timestamp data on both my ticket on the website and directly through XXXX, American Express did not honor the limited time offer despite the evidence given to them and my attempts to work with them over the course of months.
Company Response:
State: WA
Zip: 98335
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: American Express allowed a hacker to access my savings account and change my password thereby locking me out. The hacker then changed my email to their own and I no longer received statements as AMEX then sent them to the hacker not me. I did not find out about this until XX/XX/2022 when I tried to access my account as I needed my money for upcoming bills. When I tried to access my account, I found that my password no longer worked, and I was locked out of my own account. I IMMEDIATELY called American Express and we determined that my account had been hacked as per above. The hacker opened an account in my name and then transferred all my money into this account and then subsequently into his own at account XXXX XXXX XXXX. AMEX promised they would have this all resolved within XXXX - 10 days and if not the money would be replaced into my account until they have so I could pay my bills in the meantime. Their own website states that account holders are only responsible for the first {$50.00} if unauthorized transactions are reported within XXXX business days after learning of the loss, which this clearly was ( as it was reported to the listed AMEX phone number within XXXX minute ). It has now been over XXXX XXXX weeks, and AMEX seemingly has still not made any progress or honored their commitment after numerous calls by me and numerous unanswered calls/voice mails..., leaving me with a list of bills to pay and no readily accessible funds to pay them with. When I do get through to someone, they tell me how small the AMEX fraud department is, and that they are just overwhelmed with fraud complaints and that they will eventually get to mine. I must say that their representatives have all been very kind and seemingly understanding on the phone.
Company Response:
State: CA
Zip: 92675
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, this creditor has violated my rights. Under 15 USC 1681 section 602 STATES " I HAVE THE RIGHT TO PRIVACY '' Under 15 USC 1681 section 604a section 2 " it also states a consumer reporting agency can not furnish an account without my written instructions '' 15 USC 1666b a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
Company Response:
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A