Date Received: 2022-09-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have just recently filed a complaint number XXXX. The complaint was closed without the proof or documentation. American Express did not post the misapplied payment as they stated or adjusted my interest. They need to show the proof on my account with payment dates not their word to resolve the matter so there are no more disputes. Can you reopen the case and inform them to take a further look as someone did not do the job and they fraudulently stated it was completed. The payment was not applied according to my PDF statements.
Company Response:
State: MA
Zip: 02121
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I, XXXX XXXX XXXX ( " the customer '' ) allege that in all times mentioned in this complaint, the American Express Company XXXX XXXX ( " the Company '' ) intentionally violated his constitutionally protected activities by engaging in a series of coordinated and deliberate actions, outlined herein, with intent to cause severe emotional distress, embarrassment, financial harm, and unlawful disregard to his rights under the ADA and Federal Oversight protections which seek to advance the legal rights and protections of consumers. American Express, with knowledge of my XXXX orientation, terminated access to services otherwise enjoyed by other members. The company expends considerable resources to advance covert practices designed to promote the advancement of preferment. While the extent and frequency of these decisions of preferment are used to target others, the suppression of an inherent right to enjoy the freedoms afforded by the United States Constitution is dismissed. This unlawful activity is accepted and shamefully obvious. Upon information and belief, the company ended my membership after an agent of the company engaged in hateful and derogatory speech, directed at insulting my XXXX orientation. I am a person who has a XXXX, or a person perceived to have a XXXX. I directed frustration in the form of words to the person who made the biased comment. The agents are noted as ( Unknown Female # 1 - " UNKNOWN F1 '' and Unknown Female # 2- " UNKNOWN F2. '' Unknown F1 and F2 knowing violated my constitutional rights as a XXXX male by referring to me as a " XXXX '' and " XXXX, '' As a result, the company canceled my membership on XX/XX/2022, with the knowledge that the XXXX incident was a hate crime. Their decision was not only retaliatory but unconstitutional. Albeit, the cardholder terms state that they may cancel a membership at any time. This policy is most likely illegal, if not to the detriment of consumers when situations occur ( such as the one I went through which was remarkably reflective of a hate crime ). The company has admitted that " members '' or " consumers '' are not entitled to access policies or protections which would otherwise address, inter alia, services for persons with XXXX, and protections from an unfair bias of an individuals XXXX orientation. It is established doctrine that anyone who enjoys protection under the laws of our constitution has not only the right to question but to reasonably request services without fear of shame, retaliation, or injustices which, if left unaddressed, adapts and fosters a culture unable to self-sustain a balance where the prevalence of justice is the central focus. Ongoing Harassment : On XX/XX/2022, from XXXX EST to XXXX EST, the company with intent, violated 28 CFR, Chapter 1 : Department of Justice, Part 36 - Nondiscrimination on the Basis of XXXX by Public Accommodations and in Commercial Facilities. Subpart B - General Requirements, 36.201 Prohibition of Discrimination and 36.206 Retaliation or coercion as noted below. The company, through an agent ( Unknown Male # 1 - " UNKNOWN M1 '' ) who identified himself as " XXXX '' from the corporate executive office refused to accept a request for a reasonable accommodation based on XXXX. The agent admitted at the time he was aware of a XXXX but verbally retaliated and threatened to delay my request until such time as the company researched an internal issue. UNKNOWN M1 did admit that the company canceled my cardmember relationship on XX/XX/2022, after a female agent of AMEX Travel Services referred to me as a " XXXX. '' The consumer responded proportionally to the hate speech and disconnected the call. The Consumer Financial Protection Bureau ( CFPB ) issued an interpretive rule clarifying that the prohibition against XXXX discrimination under the Equal Credit Opportunity Act ( ECOA ) and Regulation B includes XXXX orientation discrimination and gender identity discrimination. This prohibition also covers discrimination based on actual or perceived nonconformity with traditional sex- or gender-based stereotypes, and discrimination based on an applicants social or other associations. At the times and places relevant to this incident, American Express violated my rights and knowingly prevented me from engaging in protected activities under the ADA. This matter originated from an interaction with American Express Travel on or about XX/XX/2022 ( with Unknown F1 ) who, employed by the company did refer to me as a " XXXX. '' To date, the company has engaged in substantial harm to the well-being of my emotional and physical well-being through their actions and continues to do so.
Company Response:
State: NY
Zip: 11563
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I was at least emailed and notified of a change on this account. My Amex account was in awesome shape and about 24 hrs ago I got an email on an account I have about half usage on and a small amount too they threatened to chop my line with them for no cause. I have a good payment history with this company even though they gave me the lowest credit limit I've ever had. They're complaining about me owing approx XXXX bucks on a XXXX dollar card. They demanded I pay them XXXX dollars to keep my credit limit. I've never heard of this! Honestly this card gives me not enough of a limit to even use the travel perks that's how sad this card is!
Company Response:
State: MI
Zip: 48186
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I have the american express platinum card with no credit limit or speding limit.. I wasn't informed as to why my credit was limited to XXXX the annual fee is {$650.00} I've tried to contact american express several times for the past two years. I had to wait a total of 6months and nothing was ever done. I was told the same story there wasnt an answer or the department wasnt available. please i need this resolved and looked into.
Company Response:
State: NY
Zip: 11379
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: The options provided did NOT pertain to my situation. So I selected the closest one option! So I have several Blue Bird American Express Prepaid cards that I use individually for different expenses. So my one card had {$380.00}. On XX/XX/2022 I used it to purchase on XXXX for the amount of {$34.00}. The order went through with no issues. So fast forward I go to make a purchase at XXXX and my card is declined. Before I explain further XXXX XXXX XXXX so my phone has XXXX XXXX XXXX that comes up in calls so I read what is being said! So I call BlueBird at the number listed on the back of card. I enter card number and it tells me my account is permanently suspended. I speak with a representative who then transferred me to a male representative. He hung up on me. So I call back and get a different representative I explain to her and she puts me on hold for 10 minutes. She comes back and says my card has been permanently suspended due to fraud. So I then ask her what about my balance on my card and others. She just hangs up on me. So in the meantime there is approx XXXX XXXX in limbo and I cant get an answer Apparently all my other BlueBird Cards have also been permanently suspended and I cant log in to those accounts either.
Company Response:
State: OH
Zip: 44024
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I wrote the following letter dated XX/XX/XXXX to AMEX president and Chief Credit Officer. AMERICAN EXPRESS DENIES ANY RESPONSIBILITY FOR MY LOSS FROM AN {$1100.00} THEFT IN THEIR AMERICAN EXPRESS GIFTCARD DIVISION AND HAS REFUSED TO HELP US RECOVER ALL OF OUR STOLEN MONEY. THIS LETTER SERVES AS A FORMAL REQUEST FOR A FULL REFUND. I am requesting a thorough review and investigation of this situation as it appears given complaints posted with Consumer Affairs online this has become a common occurrence. I believe the company would want to address the fraud issue at what appears to be possibly occurring at the company level. Controls do not seem to be in place to ensure fraud does not occur when your loyal card members purchase Gift Cards directly from AMEX. This investigation will not only help me but also help prevent other customers to experience the same situation and protect the American Express brand. The companys focus on fraud is paramount as highlighted in your Chief Credit Officer and Executive Vice President, Credit and Fraud Risk, XXXX XXXX XXXX : XXXX is committed to driving growth with excellent risk-adjusted margins and continuing to deliver best-in-industry credit and fraud results through disciplined execution and continuous innovation. Could the fraud be occurring with the XXXX distribution of the cards? I am unsure if the agreed XXXX partnership is still in place ; if so, this may be the source of stolen funds from many who purchased gift cards directly from AMEX. Based on multiple consumers posting complaints for the same issue it appears the issue is widespread, and a security breech has occurred within either AMEX or XXXX. While AMEX seeks to protect itself by limiting addressing the issue per the cardholder agreement this is a true blemish on a well- respected company and can only tarnish your brand and turn long-time loyal clients against the firm. For your convenience, I have included the link below to the Consumer Affairs site and attached a separate page with fellow member similar incidents. XXXX XXXX XXXXXXXX XXXX gift cards.html Below is a summary of the events that occurred with our AMEX Gift Card purchase debacle : I purchased two AMEX Gift Cards from the AMEX Gift Card on-line site on XX/XX/XXXX. This is the only way to purchase the AMEX Gift Cards if you want to get them directly from AMEX. One Gift Card was for {$1000.00} and the second was for {$100.00} with AMEX delivering them directly to our home. Upon receipt, I gave to my husband as a surprise gift and then immediately stored them in our safe in our home as he did not want to use the cards at that time. On XX/XX/XXXX my husband planned to use the cards to make a purchase, so I checked the AMEX Gift Card site to be sure all was in order. To my dismay and shock, the {$1000.00} gift card had a balance of {$0.00} and the {$100.00} gift card had a XXXX balance. {$1000.00} gift card ( XXXX ) o A fraudulent purchase at XXXX XXXX XX/XX/XXXX for {$990.00} {$100.00} gift card ( XXXX ) o A fraudulent purchase at XXXX XXXX on XX/XX/XXXX for {$100.00} I immediately called AMEX and spent hours every day close to two weeks speaking with AMEX customer service representatives , managers, the Resolutions Team , the cancellation department, a specialist, and security in XXXX. I also attempted to contact XXXX. AMEX has the names of everyone with whom I spoke. If not, I will be happy to provide you with the names. After almost two weeks of dedicated focus to resolve this issue with XXXX whose automated system kept me on hold for hours I was unable to speak with anyone to discuss the fraudulent charge. AMEX told me gift cards are cash, and they should be used immediately. The valid thru dates on the cards are XX/XX/XXXX for the {$1000.00} gift card and XX/XX/XXXX for the {$100.00} Gift Card. Why would the AMEX reps state this fact when as noted on the AMEX Customer Service FAQ Gift Card site gift cards dont have expiration dates? There is a valid thru date indicated on the front of each Gift Card, which means it cant be used after this date. Well issue you a replacement Gift Card for free of charge if your valid-thru date has passed and you still have available funds remaining. Link below for reference : https : //www.americanexpress.com/us/customer-service/faq.Gift Card- expiration.html # : ~ : XXXX % XXXX % XXXX n't % XXXX, still % XXXX % XXXX % XXXX % XXXX AMEX representatives told me that the AMEX agreement states that AMEX is not responsible for Gift Card fraud as the Gift Cards are cash and should be used immediately. While it seems the cardholder agreement does not state it exactly the way the reps were advocating, in reviewing the gift card cardholder agreement it notes : Can a charge made with the Card be disputed? No. Purchases made with the Card are similar to those made with cash, in that you can not stop payment or lodge a billing dispute on purchases made with the Card. Any problems or disputes you have regarding a purchase should be addressed directly with the Merchant. I can understand if a card is stolen this is an approach the company takes to protect itself yet when purchased and mailed directly from AMEX it would be an issue the company would want to investigate and resolve within their fraud division to ensure the utmost security in protecting their loyal customers spending monies with AMEX. Although I understand that you do not know who used the Gift Cards, you could easily check our history as AMEX card members of 33 years for XXXX and 40 years for XXXX and see that we have never used XXXX or XXXX XXXX. I appreciate being reimbursed {$100.00} from AMEX immediately and an additional {$400.00} only after XXXX agreed to remain an AMEX cardholder and spend {$4000.00} within the next three months. This feels like extortion : as I am desperate to be made whole, he agreed to the extortion offer. I would appreciate having the shackles removed and providing the {$400.00} reimbursement immediately. AMEX also applied XXXX points to my card. As a result of these goodwill gestures, I am still at a loss of {$600.00} which is a small sum for long-term card members with meticulous records in good standing. I am very upset as we have always trusted AMEX and believed fraud monitoring and prevention would be a number one priority. I respectfully request you publicly address this situation as I believe everyone should know what has happened to us and countless other customers. On the company site covering the firms governance framework it states Throughout its history, American Express has been guided by a value system that emphasizes integrity and trust at all levels of the organization. We have longstanding policies and practices to ensure that our Company is managed with integrity and in our shareholders ' best interests. While all firms manage to satisfy shareholders your most valuable assets are your employees and your clients. Without loyal customers the firm can not deliver results to shareholders, so I am baffled by the approach taken in this situation. We thank you in advance for your assistance with this matter and would appreciate being made whole as your devoted AMEX card members. Please feel free to contact us for further clarification or additional documentation. XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I called the number for the automated system for my serve card, pushed the option for recent transactions many of them said " incoming '' deposit {$0.00}. So i pushed to option to speak to a representative, asked to speak with a supervisor named XXXX XXXX the time was XXXX. approximately, the number I called was ( XXXX ) XXXX. While speaking with XXXX XXXX I asked him about these deposits, yet he claims they are a " fee '' of some kind, but the automated system has them marked as " DEPOSITS '', which would be a credit to my account and ANY fee no matter what it's for or called would be a " DEBIT '' to my account which would then bring my negative. And if this is actually a fee then why was the amount {$0.00} and there were approximately 4 or 5 maybe less, but yet it was supposedly a monthly fee. I asked for XXXX XXXX XXXX 's employee ID #, but he refused to give it to me. On the mobile app it has a button for " sub-accounts '' but I CAN NOT click on it. I've been having issues with fraud on MULTIPLE cards/accounts and I believe this could potentially be another one, but the representatives refuse to help me in any way. Thank you, My name is XXXX XXXX, and my cell phone number is ( XXXX ) XXXX.
Company Response:
State: IA
Zip: 506XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: on XX/XX/XXXX i book a hotel and paid with my XXXX XXXX card, i call the hotel to cancel, res was made XXXX : ..XXXX and cancel XXXX 3 hrs later. It was well within their cancellation policy, The hotel even said if it was cancel within 24 hrs they honor it
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: American Express has been reporting inaccuracies on my consumer credit profile ever since the month of XX/XX/2022. They have been reporting that I am 30 days late with XXXX and XXXX in the months of XXXX and or XXXX, actually, it would change between the two months on my consumer profile which is severely a direct violation. I had sent over validated proof of my payments by furnishing my bank statement to American Express in regards to it the inaccurate erroneous reporting. I have recordings from American Express stating that they were going to update my consumer credit profile with XXXX and XXXX on the date of the close of my statement of last month which was XX/XX/2022. To my surprise on XX/XX/2022, when I was speaking with a XXXX representative it was updated on my profile that my account with American Express was at the time current and never late. Fast forward to XX/XX/2022 the report was now reflecting only with Transition 30 days late payment in the month of XXXX that is a violation of the it is a violation of 15 USC 1692 G. The FDCPA Act, which entitles me as a consumer to be forewarned, have a warning that any any damaging negative information that will be reported on my customer report should be sent to me five days prior to appearing on my consumer report. American Express has failed to do this in regards to my account. Also, too, they have failed to update the information with all of the credit reporting agencies so on XX/XX/2022, not to mention have never accredited my account the XXXX payment that I made as well it hasnt reflected in the balance at all. I sent over documentation of bank statements as well as other information that I did make my payment in a timely manner and that this information is erroneous and accurate on consumer reports and it needs to be deleted and updated as current never late. I have a recorded phone call from American Express stating that my account has been current and never been late. So the only way to get this rectified is for them to update the information immediately on my consumer credit profile immediately.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: My payment for my XXXX statement balance of {$2200.00} was processed on XX/XX/XXXX, one day after the due date of XX/XX/XXXX and I was charged a late fee of {$29.00} on XXXX/XXXX/XXXX. I contacted an American Express representative on the American Express website on XXXX about the late fee and they agreed to reverse the {$29.00}. On XX/XX/XXXX I was charged an interest charge called " Interest Charge on Pay Over Time Purchases '' of {$50.00} and contacted American Express to question the charge. I was told it was an interest charge applied to my XXXX balance because the payment was made XXXX day late but they agreed to credit me {$25.00}, half of the interest charge. I told the representative at this point that the charge is not described accurately and that I had signed up for a {$0.00} interest rate on purchases through XX/XX/XXXX with American Express. At this point I thought I had sorted through the charges associated with the late payment made on the XXXX balance since the balance was already paid in full on XX/XX/XXXX and I already discussed the late fee and the interest charge with American Express representatives on XXXX separate occasions. I paid my XXXX statement balance of {$1900.00} in full on time and received an " Interest Charge on Pay Over Time Purchases '' on XX/XX/XXXX of {$170.00}. I did not know what this charge was in reference to since I do not have any outstanding balance and contacted an American Express Representative on their website. I was told that American Express charges a " XXXX XXXX '' for XXXX months, even after the initial outstanding balance has already been paid in full. Even though I settled my XXXX balance the day after it was due and had already paid a portion of the XXXX balance interest charge, I am getting charged a interest fee for a second month. This second interest charge is not applied off the XXXX balance in question, it is applied to my XXXX statement balance even though XXXX balance had nothing to do with the interest charge. The representative I chatted with on the American Express website could not explain to me why I am paying interest for XXXX months on XXXX outstanding balance that was paid XXXX day late. I spoke to another representative on the phone who was a secondary level of escalation for issue review and she told me it is clear what Trailing Interest means because it is part of the paper statement. I do not receive any paper statements and when I review my transactions on the American Express website it is not readily apparent what my interest charges are related to nor that there is a Trailing Interest charge. The first representative I spoke with in XXXX to reverse the late fee and the second representative I spoke with in XXXX to give me a partial credit on the interest fee never told me about this Trailing Interest that I would have to pay for a second month.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A