Date Received: 2022-08-31
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: American Express stole {$4100.00} from me on XX/XX/2022. I changed banks and informed American Express of this and to stop debiting money from my XXXX XXXX account as I had switched to XXXX XXXX XXXX. I gave American Express my new account number and authorized a payment in full on the phone from my new account. Despite receiving the money, they still debited the same amount from the other account ( XXXX XXXX ), and said I needed to be patient to wait after spending 3 hours on the phone with them. They were unable to give me the money back they stole telling me I had to be patient and wait up to three days -- which would push this past XXXX XXXX. This is illegal. It is a financial crime and I have reason to believe this is widespread at AMEX. All the representative would tell me is " oops, I see where they forgot to update the ach information ''
Company Response:
State: LA
Zip: 70808
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: American Express continues to block access to my Optima account online, and has refused to send me hard copy of the bills on the account, starting in XXXX, XXXX. During all this time, I have made steady payments of {$45.00} per month on the Optima account, always for delivery from my bank checking account on or before the XXXX day of the month. My previous complaints to CFPB highlighted the fact that my payments on the Optima account appeared to be directed to my other American Express Account, the EveryDay Blue Card, while the Optima account showed no payments recorded. This same trouble with American Express accounting incorrectly for my payments has occurred 4 times in 4 separate years. In XXXX, XXXX, when this latest trouble with American Express began, I demanded hard copy of the bills on both of my American Express accounts, but my request was ignored. Then my online account access was blocked for both accounts. Thus I have no way to verify what payments are noted and which ignored, nor to summarize the endless list of fees assessed on this Optima account. Within the month of XXXX, I received 6 letters from American Express, 4 informing me that my Optima account is more than 60 days overdue, and 2 bills showing that my American Express Blue account is no longer receiving any credit at all for the American Express Optima payments. Thus, my Optima payments are being illegally taken by American Express with no credit for the payments allocated to either of my accounts. Furthermore, American Express has now illegally informed 4 credit reporting agencies that my account is overdue. I have no way of correcting this situation without the intervention of a regulatory agency, as proof of this illegal taking of my payments is not verifiable without bills or online access to this account. I am certain that other American Express Optima cardholders must be experiencing similar problems. I attach for CFPB consideration the online reviews for the American Express Optima cards available from XXXX and from XXXX, which make it clear that American Express does not treat Optima cardholders equitably. It is time for federal regulators to address the illegal actions of non-bank credit card companies, including American Express and XXXX XXXX. Managements of both American Express and XXXX XXXX have made public comments indicating that the rules affecting bank issuers of credit cards do not apply to them. In fact, the CEO of American Express said in XXXX " we are not a credit card company '' when making excuses for his decision to ignore federally mandated COVID relief requirements for credit card holders. A review of all of my previous filings with CFPB, including the years prior to XXXX, will verify that this situation with American Express has been repeatedly reported but has never been corrected.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I have been a cardmember of American Express for 26 years. I noticed my minimum payment getting higher and higher and I was barely using the card. I started reviewing my statements and realized not only was the APR going up on new purchases, but purchases from way back in the past. I had no idea that they could raise rates, except on new purchases. Now I can not afford to pay this and every payment I make is not making a dent in the exorbitant rate ( at one point it was 12 %.. then it became 16 %.. then 20 % .. now the rate for past purchases is 22 % and the APR for purchase is around 26 %. I never miss payments so this isn't a penalty. I contact American Express and the best they could do is lower APR by a point .. which is still making me unable to pay my bill. It seems like I am totally at their mercy to charge whatever they want, whenever they want. And I am never late on any payment so I have no idea why I am getting penalized this way. I do not recall this ever happening and I do not recall seeing any communication on this.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: American Express has violated 15 U.S. Code 1602f by removing my right to credit by closing my account which is an adverse action against me the consumer pursuant to the Fair Credit Reporting Act. ( Exhibit A ) American Express has violated 15 U.S. Code 1666b by claiming payments can be considered late when congress has forbidden that claim and then continued to close my account further violating me. ( Exhibit A ) American Express has violated 15 U.S. Code 1692j by creating deceptive forms to make me believe that I owe a debt that has already been payed by the United States according to House Joint Resolution 192 and pursuant to 18 U.S. Code 8. ( Exhibit A ) American Express has violated 15 U.S. Code 1892b ( 2 ) by trying to collect an alleged debt from me outside of my state. ( Exhibit A )
Company Response:
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: The advertised bonus promotional offer for the small business credit card from American Express ( ending in XXXX ) I applied for was for XXXX points after {$15000.00} spend in the first three months of ownership. Within a month of my application I paid estimated federal taxes with my new credit card, which came to over {$15000.00} in total, including the fees the tax payment processor charged for processing my payment. I have contacted Amex many times, asking them whether my transactions qualified, and was told that yes, they did. The bonus never posted. I have launched multiple tickets, and each took over two months to resolve. In the end, they claim that the credit card payment fees were " excise tax '', and as thus didn't qualify. They were not excise tax at all!! In fact, the transaction description on my statement clearly says " SERVICE FEE ''. And unlike transactions with " excise tax '' merchant code, which automatically do not earn regular non-promotional points, these service fee transactions qualified for regular points when they posted, just like they should have. I believe this is just a stalling tactic on behalf of American Express to get me to give up on the dispute. I am including my most recent communication with American Express, which mentions the original offer and their stated reasons for refusing to honor their promotion. I am also including the credit card statement from XXXX, with the charges clearly visible.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
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 have been dealing with American Express, unsuccessfully, for literally over one year on the matter. A brief resume of what took place is, I went to a wedding celebration for a partner of my firm in XXXX, while there I went to several bars, restaurants and visitor places, none were issues besides this one place run by XXXX, that scammed me for a bill of {$60000.00} XXXX XXXX or {$7200.00} US dollars. Just to put into prospective, my entire trip did not cost me as much and I paid for 2 first class tickets and a 5 star hotels with two rooms for 4 nights. Mind you the hotel was paid with same American Express, I have been a member since XXXX, never missed or defaulted on a payment. The bar on the outside was called XXXX but has charged my card under the pseudonym of XXXX XXXX. I have tried contacting such organization, and sent my multiple attempts of such attempts to American Express via email portal they provided, to no avail or response from the so called XXXX. At such bar my American Express was taken from me and returned saying it was not working, I NEVER released any bills on my American Express, at the time a burly and intimidating Russian bouncer told me to write my name on a piece of paper, under distress I did, but never understanding why, but now I know and it is how I know and explained to Amex about the fraud. Once I was on the plane on my way back the fraudulent charged appeared on my American Express that I immediately called and told them it was not authorized by me and it was considered a fraud. Only for a month or two latter see the charge back on my card, I called Amex gain, and they told me because the card was in my possession it was not Fraud, I stated that was a ridiculous premisses, but fine how could we get resolved? Amex declared it was a billing dispute issue, same process but this time Amex requested an affidavit from me relating the facts, I sent everything in as requested. Another month goes by or so and again charge goes back, I called and again after hours and multiple different results, no one actually seemed to know what was actually going on, Amex opened the case as fraud And again month or so go by and the charge goes back. I requested the reason and to speak with the team making the decision. Amex denies me the chance to speak to such team, or anyone involved, at at one point to my dismay I was told by their representative go talk to a lawyer if you want! After multiple attempts as an explanation American Express sends me the fraudulent bill of goods, nothing but a piece of paper saying services {$60000.00} XXXX. I again contact Amex explaining EVERYTHING AGAIN, to another team member that immediately reopens the case under fraud and says he will now take care of it The reason I point out the name on a piece of paper is ; Amex sent me a bank form where my name is writing and the scammers used this to create a bank transaction, mind you I never been to a bank or the so called XXXX place in XXXX. Thats how I knew it was this XXXX bar! I divulge all this information to Amex again, along with my attempts to contact this place, my accounts of all the facts, my affidavit telling them the truth, and after a month or so again charge is back on my card. I again get pin-balled back to dispute, back to fraud and no one seems to have ANY clear picture on the matter. In the mean time since XXXX of last year Amex has reported to the credit agencies as if I have a balance of {$7200.00} affecting negatively my credit, not by much but enough to be extremely aggravating. I called back this past week on XX/XX/XXXX spoke with agent XXXX XXXX from the credit department, that told me that she could not see anything on my file and that after multiple attempts to see why the charged was back, she could not find ANY explanations, and that was very odd and the first time she had seen such. She promised me that someone from Amex would be calling me in two to three business days, something multiple agents had told me previously, and only ONCE I got a call back and again I find myself having to deal with this. I dont believe American Express is having their customer best interest in hand, at this point I dont even think they are actually listening to what I am actually saying, they are following procedure, not looking at the facts and just reissuing the bill expecting me to pay. I did NOT authorized, used or know of such charges and I refuse to pay for something I did not do! Bellow is a copy of my two affidavits sent to American Express in different times as requested by them, and proving that they are not at all following what what I am declaring and saying to them : ( Last one dated XX/XX/XXXX but te one prior I know it was from last year ) XX/XX/XXXX Again to the American Express team, XXXX I spoke today for what seems the XXXX time with your team this time with XXXX XXXX ID XXXX from the dispute department that alerted me that he could not see ANY of the previous affidavits, documents, letters sent by us to your team in regards to the illegal charge made last XXXX without my authorization from XXXX XXXX for {$7200.00}. As per his request I am sending all paperwork again in order for your team to solve and close this case, as it now approaches one year, countless hours on my part, trying to prove a charge never done by me. This is a scam, I have described in detail to multiple members of your team and bellow is my original and still true affidavit sent to your team XXXX of last year. More documents to follow. To the American Express team in regards to case number XXXX, I am here to attest that the charge on my card from XX/XX/XXXX made by XXXX XXXX is fraudulent and was never made with my consent or authorization. The forms they sent to you have fake signatures. I now know for a fact, as I described multiple times, to your team where it happen. I went to a bar, outside on their physical location called XXXX, but they have charged me as XXXX XXXX XXXX in my other international card. I have already divulged this information to your team but was asked by your last team member to send a written statement. At this bar XXXX they took my America Express and came back to me saying my credit card was not working, I know it was at this establishment as they asked me to write my name on a piece of paper, an odd request but since it was an intimidating setting, as we were surrounded by XXXX bouncers telling us what to do, I did, and thats the fake bank from they are providing you. I never signed anything for American Express but they are proving you with a bank form, I never went to a bank or their so called XXXX XXXX! The signature at the bank form is clear a fake and not mine, I am sending a form with my signature for your review. Further more, as a point of reference, my entire trip did not cost as much as they are trying to charge me, including a 5 star hotel for multiple days and two rooms, multiple meals XXXX XXXX XXXX that I paid with my American Express. Also on their fake invoice nothing is declared besides a service fee I never utilized any services for anything from XXXX XXXX and never had anything to do with any party or event in XXXX as they claim to be on their website. I have also written to XXXX XXXX in multiple platforms, their instagram, website and email requesting a explanation on such charges and have received no replies. I am sending you copies of my request to their explanation! I have declared such since the beginning of this ordeal in XXXX and since XXXX American Express has reported to my credit report a balance on top of my legitimate use of my credit card and because of such, my credit has taken a small dip every single month since! Is not fair to be put in such situation for something I have not done. I do want this matter solved at this point. I have no problems testifying on any legal matter American Express can find itself in prosecuting the parties involved in this scam.
Company Response:
State: CA
Zip: 95608
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I was booking a flight on the XXXX website on XXXX XXXX XXXX for a flight trip on XXXX XXXX It showed me a promotional where it showed if I were to apply for the " DELTA SKYMILES GOLD AMERICAN EXPRESS CARD '' and get approved I would XXXX $ statement credit fir this flight booking and would be able to use the card this booking. But aftwr I got approved I was not given any instant account information and after spending 2-3 hours with various agents on calls who provided fake promises saying I could get an expedited delivery only to be negated by the next agent. I would not apply for this card if the promotional wasn't shown and that it said I could use it for my present flight booking. Now if I wait till XXXX XXXX to book for a XXXX XXXX flight, the price would become exponentially high. This was classic manipulation and deception on part of American express and none of their agents gave me a solution in stone except fake promises.
Company Response:
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/22 My account with Amex was closed out of the blue for no reason that they can see and holding my funds and said they are sending my funds back to the original bank
Company Response:
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have paid in full Amex credit card back in XXXX, but it still shows as delinquent account in my credit report, and therefore, It has been affecting negatively my credit score since then. I have contacted the credit company to fix this error back in XXXX but until now this problem hasn't been resolved yet.
Company Response:
State: MA
Zip: 02472
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. Again, I was a victim of identity theft and this is another request to block or remove the information from my credit file resulting from alleged identity theft. Per FCRA 605B ( 15 U.S.C. 1681c-2 ) you are required to remove/block any accounts not later than 4 business days after the XX/XX/XXXX. Ive already included this report in my previous letter & I am including it again. Also, the information you provided on some accounts are UNKNOWN to me and REMOVED from other bureaus and I have doubts about their accuracy. XXXX XXXX XXXX XXXX, NY XXXX, AMEX XXXX XXXX Date Opened : XX/XX/XXXX Balance : {$8100.00} This complaint is to notify you if you do not BLOCK OR REMOVE the listed accounts on my report, I will be filing a lawsuit. Ive informed my attorney of my intentions & they are excited to hold you accountable for your willful noncompliance.
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A