Date Received: 2022-10-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: American Express Platinum totally messed up my account. They charge a {$690.00} Annual fee but wouldn't pro rate the refund if you want to close your account. The reason why I'm closing is because I couldn't get the services and benefits I'm suppose to get. They messed up my account so badly that I have been stressing out since XX/XX/2022. I have chatted and spoken to several customer service and each promise me different things. The Annual fee is not worth it.
Company Response:
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have multiple accounts on card and after AMEX changed statements to include pay over time feature statement balance on cards is not true or correct. The reason AMEX is unwilling to correct is that new statement format balance includes credits in balance and people who pay over time are being charged int rest on credits as well-as charges with current method of accounting. Since this dispute started my card info has been stolen once and AMEX has deliberately harassed me by canceling and or modifying my cards causing many calls to them always resulting in further issues never correcting fraud that resulted in original complaint!
Company Response:
State: KS
Zip: 66030
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
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 XX/XX/2022, I purchased a XXXX from XXXX on my XXXX XXXX XXXX. On XX/XX/XXXX, the purchase was shipped in two separate transactions and charged to reflect amounts of {$590.00} and {$63.00} equaling {$650.00}. I purchased another XXXX from XXXX on XX/XX/2022 which was paid in full upon next payment due date. I called Amex customer service to use Membership Rewards points for the purchases on XX/XX/2022. Unfortunately, the representative mistakenly applied the points redemption to my XXXX card XXXX. I called Amex customer service again to correct their error. On XX/XX/2022 the error was corrected, however, Amex had missed my statement cut date of XX/XX/XXXX, so my balance due was over by {$650.00}. I asked Amex customer service to correct this and lower payment due which they did, also on XX/XX/2022. With that, I believed the case to be closed. As we have the XXXX purchase, an adjustment credit in moving the XXXX credit to the XXXX, an adjustment debit on the XXXX, and adjustment credit on the XXXX. Leaving two debits and two credits all in the amount of {$650.00}. In XX/XX/XXXX, Amex added a charge to my account of {$650.00} indicating an accounting error. I disputed this internally and on XX/XX/XXXX, I received a letter stating they had issued an additional credit on XX/XX/XXXX from a debit occurring XX/XX/XXXX. Unfortunately this leaves out the original XX/XX/XXXX purchase. I called Amex customer service again and another dispute was opened. Then in a letter dated XX/XX/XXXX, they stated their charge is still accurate, again failing to reference the original transaction on XX/XX/2022. Upon receipt of that letter I called Amex customer service again and that representative was unable to help me. I have now spent countless hours on the phone with Amex representatives including level II and supervisors and Amex refuses to correct their error that was originally caused by their representative misapplying my rewards points to the incorrect card/account.
Company Response:
State: CA
Zip: 92108
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Dear cfpb, Here are the main facts of our experience. We purchased on XX/XX/XXXX a Serve and a Bluebird card as requested by an agent we thought was with XXXX. The amount was XXXX each. On XX/XX/XXXX we informed American Express via the phone number on the back of the card. We also notified the police in our home town of XXXX, XXXX, We have card numbers and the receipts. As soon as we returned home, XX/XX/XXXX, my husband emailed a letter to XXXX including photos of the cards, receipts as suggested by a representative of American Express. We have had no response, so he over-nighted the information via usps. No response. My husband and I have both spent hours on the phone trying to get resolution to this matter. We can provide proof that we purchased the cards. American Express has not made any effort to return our money or to even communicate with us, We can prove that we bought the cards and prove that someone else cashed them in. On XX/XX/XXXX I was looking over the rental agreement on our XXXX XXXX car for our trip to XXXX XXXX. Our train was to leave in 3 hours. I spoke to XXXX to tell them I didn't want to be the driver in XXXX XXXX and they said they would not change the agreement. I looked online for another customer service number and called and spoke to a XXXX who said he could fix the problem.We needed to buy an American express prepaid card to take to the desk when we picked up our car. He made a point of saying it needed to be American Express. I purchased a Serve card at XXXX XXXX and gave him all the numbers on the card as he requested, grateful for a solution to having to drive in XXXX XXXX traffic. He called back later and said it was the wrong card - needed to be a Bluebird. My husband purchased that and I gave XXXX the numbers. On XX/XX/XXXX we got to the XXXX desk and we told they don't take prepaid cards and that we had been scammed. Later that day my husband called Amex to report our situation. On XX/XX/XXXX the agent my husband spoke to was a bit helpful. He did some research and found that the person who cashed in the cards was named XXXX XXXX with XXXX XXXX XXXX XXXX XXXX The rest is ourlined above. Our understanding is that prepaid cards are often used by scammers and so provisions have been made by card sellers to guard customers from loss. We don't use prepaid cards so we were unaware of these dangers. We have provided reasonable evidence of what happened. American Express has delayed, ignored, hung up on us, wasted our time, and not stood by their product. We are out over XXXX dollars and would like American Express to refund that to us. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I closed my business platinum AmEx account ending in XXXX in XX/XX/XXXX. On XX/XX/XXXX, I received an email from American Express stating that " After careful review, we noticed activity that indicated these points may have been earned or used in a way that doesn't meet the terms and conditions of the Membership Rewards program or of the promotional offer under which you earned the points. '' I logged into my account and found out that XXXX points were taken away from my Amex Membership rewards account. I called Amex right away and the phone representative could not tell me the reason why points were removed. I told her that I opened my account in XX/XX/XXXX and earned the XXXX bonus points in XX/XX/XXXX for meeting the spending requirement. In XXXX when I closed my account with a chat rep because the second year annual fee was due and I want to avoid the XXXX year fee, the rep did not say anything about the points may be taken away. I don't understand the reason why Amex took my points away after I cancelled my account in XXXX. The phone rep could not give me any reason and she filed a case for me with case # XXXX. She promised someone from the backoffice will contact me with the results of the investigation within one week. Now more than 2 weeks has passed and no one from Amex contacted me about the result of the investigation. My XXXX point still missing. Please help me to get amex to reinstate my points. I am willing to reopen the cancelled account and pay the 2nd year annual fee if Amex can reinstate my XXXX points. Thank you.
Company Response:
State: NJ
Zip: 08844
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My due date for American Express was XX/XX/XXXX. I ordered full balance payment through my bank on XX/XX/XXXX, unfortunately the payment didnt get to American Express XXXX XX/XX/XXXX. With this 1 day late, they charged me interest on XX/XX/XXXX. At the end of XXXX, I again paid my balance in full before the due date. However, XX/XX/XXXX they charged me interest for XXXX balance again. I called twice trying to resolve this. When I called, they confirmed that they received the full payment of XXXX statement on XX/XX/XXXX, but refuse to undo the interest fee charged on XX/XX/XXXX. They cited their policy of charging trailing interest for 2 months in a row after full payment is received. XXXX months of interest charge after full balance is already paid!!! What kind of policy is this? This is too wrong. Id been a loyal customer of American Express for almost XXXX decades. Not anymore. I will not use their service again.
Company Response:
State: CA
Zip: 90621
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am being called by American Express and its agents about a debt owed by my brother XXXX XXXX XXXX. I have called Amex about this and explained to its agents that I have no contact with my brother or current information about him. I have explained that I am the only one that answers the phone number they are calling and that I want them to stop calling the number but the calls continue.
Company Response:
State: RI
Zip: 02861
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
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: In XXXX of XXXX, I purchased office furniture from XXXX XXXX XXXX XXXX. XXXX delivered broken furniture. I filed a dispute XX/XX/2022 with American Express of my experience. XXXX came to replace said furniture XX/XX/2022. XX/XX/2022 furniture placement was refused because the XXXX delivered dirty dingy furniture uncovered and was NOT in acceptable condition for new furniture. XXXX XXXX XXXX XXXX XXXX that I purchased, pushed me back to XXXX. Since then, broken furniture was left where XXXX XXXX XXXX left it untouched.
Company Response:
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX of 2022 A representative from American Express XXXXadvanced collection mitigation unit collection called to discuss my account. I explained I lost my business, my father passed away, my identity had been stolen, and did not have the income to make full payments. She empathized whit me and offered an option to keep my account in good standing, relieving the interest, and removing late charges. We agreed on a monthly payment of {$160.00} for both accounts, and in turn, my account would not be reported as delinquent. She proceeded to set my bank account number up for the autopsautopay and charged me the initial fee to activate the relief account. American Express has failed to update the information to the credit bureaus and instead has reported my account as delinquent, they continue to charge interest and late fees. They are taking XXXX per month for each card instead of the agreed-upon XXXX for both accounts. I have spoken to several representatives, and supervisors and they refuse to refund my money and refuse to honor the initial agreement. This month they took the money I had for groceries and sent me into an overdraft. I was only expecting a XXXX dollar charge and instead, they took that money 2 times again
Company Response:
State: TX
Zip: 79905
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Since XXXX American Express has been attempting to collect alleged debts from me that have already been paid. My account with American Express was approved and opened on XX/XX/2020. The account was opened through my credit ( pursuant to 15 U.S. Code 1602 ( f ) ) when my social security number ( pursuant to 15 U.S. Code 1602 ( l ) ) was originally acquired in the application in order for me to be the consumer in the credit transaction with American Express. Since the law deems the transaction as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended ( pursuant to 15 U.S. Code 1605 ( a ) ), then American Express has continuously violated my consumer rights by persistently requesting and demanding payment from me for alleged debts that have already been paid for through my credit. With American Express being defined as a debt collector by law ( pursuant to 15 U.S. Code 1692 ( a ) ( 6 ) ) they have also infringed upon my rights and violated the law by stating that I owe debts, sending multiple forms of communication with an intent to collect a debt, and using language and symbols that identifies the company with an intent to collect a debt ( pursuant to 15 U.S. Code 1692 ( b ) ). They have also continuously called my phone ( 15 U.S. Code 1692 ( d ) ( 5 ) ), unlawfully closed my account ( pursuant to 15 U.S. Code 1692 ( e ) ( 4 ), and threatened to sell the alleged debt to a collection agency ( pursuant to 15 U.S. Code 1692 ( e ) ( 4 ) ). American Express has also fraudulently reported late payments, credit utilization, the closing of the account, and other information regarding personal details about me to several consumer reporting agencies ( pursuant to 15 U.S. Code 1681 ( a ) ( 2 ) ( i ) ). I have contacted American Express by mail demanding that they cease and desist all illegal activity and return to me an audit trail of all documents relating to my account, an account reinstatement, and a XXXX balance.
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A