Date Received: 2022-08-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: XX/XX/22 - chatted with Amex CSR through their chat function regarding offer of XXXX points to add authorized user ( husband to my account ) for annual fee of {$170.00}. She confirmed the offer and I signed up my husband. XX/XX/22 - {$170.00} annual fee was posted to my account No points to date. Separate issue : XX/XX/22 - saw offer in my online account to activate Pay Over Time feature for XXXX points and activated. Received email confirmation of activation. Numerous attempts to resolve the missing points issue with Amex via chat have been fruitless.
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I have been an American Express credit card member since XXXX. During XXXX, I received twice promotion offers on the Delta Skymiles credit card via email. On XX/XX/XXXX, I applied the Delta Skymiles credit card and the promotion offer promised ( document attached ) was : {$200.00} statement credit ( one Delta purchase within 3 months ) and XXXX bonus miles ( {$2000.00} purchase on the new card within 3 months ). My application on this Delta Skymiles credit card was successfully approved. I met the conditions to active the promotion offer : on XX/XX/XXXX, I made XXXX purchase, flight from XXXX to XXXX XXXX ; purchased over {$2000.00} within the 3 months. However, until now, I dont receive any promotion offer promised. I contacted the agents of American Express customer service twice. They told me that my promotion offer was declined due to multiple factors and a notification pop-up should have appeared during my application. I swear that I never saw any pop-up notification to decline the promotion offer, otherwise I would have not to actively made my purchases to meet the conditions within the first 3 months after opening this credit card. I also tried to follow up the specific reason that why the promotion offer was declined, but the agents of American Express can not provide. In addition, neither email nor account inbox message was sent to me to notify the promotion offer declined. I feel cheated that the American Express used my membership information to solicit and promote their product ( the Delta Skymiles credit card ), however not offer the terms as they promoted and promised.
Company Response:
State: TX
Zip: 77077
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: While purchasing airline tickets on XXXX website on XX/XX/XXXX, I was given to opportunity to apply for an American Express Delta Gold card to receive {$300.00} in statement credit and XXXX SkyMiles if I charged {$2000.00} to the card in the first three months. I was approved for the card and charged my plane tickets at the time of purchase to the new card. I had enough charges within the first month to reach the {$2000.00} level. Please note that I never received any information that I would be declined the welcome bonus. After waiting for over three months, I contacted American Express on XX/XX/XXXX to check on the status of receiving the statement credit and SkyMiles. I was told the welcome bonus was denied. Additionally, I have contacted AMEX multiple times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) for an explanation and documentation on why I have been refused the welcome benefits. To date, this information has not been provided. The benefits should have been provided if I had been approved for the card and met the requirements. If not, this is false advertising and misleading information.
Company Response:
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: On XX/XX/XXXX, American Express sent me an email informing me that my credit limit had been lowered from {$35000.00} to {$2500.00}. I called American Express recently on Sunday, XX/XX/XXXX, at XXXX PM EST in an attempt to acquire the original document they sent that detailed the reasons for the credit line reduction. I could not recall the exact reason so I asked for the document. When they were unable to produce the document, the representative encouraged me to " check with the bureaus around that timeframe. '' The American Express representative advised me to contact a third party consumer reporting agency to find out why American Express lowered my credit limit. I took this to be a veiled hint that it was because of my credit score, but they would not confirm this. I asked for a call back from a supervisor and was assured I would received one within 24-48 hours. I did not. I contacted American Express again at XXXX on Wednesday, XX/XX/XXXX, and spoke with " XXXX ''. I informed him that despite the promise of a supervisor 's callback, I had not gotten one. Even though he was not a supervisor, he promised to assist me. I stated that American Express had been unable to explain why my limit had been reduced and my federally protected consumer rights have been violated. American Express ' actions in reducing my credit card limit from {$35000.00} to {$2500.00} is discriminatory and in violation of federal law. I have suffered harm, injury, and emotional distress from this situation. Specifically : 15 USC 1602 ( f ) 15 USC 1602 ( p ) 15 USC 1691 ( a ) ( 3 ) XXXX said he was trying to obtain help and that the situation had been escalated. I enquired as to when I may hear from American Express regarding the problem. He only said that it " was escalated '' and was unable to provide me an estimate or guarantee that I would even get a call back. The only resolution that would satisfy me ( lawfully ) and offer remedy is the complete restoration of the {$35000.00} credit limit I had prior to XX/XX/XXXX. Thank you.
Company Response:
State: CT
Zip: 06880
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX Dates Of CO ( Charge off ) are not matching card numbers and the CO is for XX/XX/XXXX and not XX/XX/XXXX ( Printscreen sent of XXXX ) and also account closer of 1099-c provided screenshot. Please rectify the charge off to XX/XX/XXXX and not XX/XX/XXXX XXXX
Company Response:
State: FL
Zip: 32250
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: American Express will not apply the Military Lending Act to my account. I have confirmed through the MLA database that my wife and I are indeed eligible for MLA. American Express claims that since the account was opened before XX/XX/XXXX that we are not eligible. However, the law states that companies must comply by this date ; it does not state that you are not eligible. I filed a complaint, XXXX, in XXXX of XXXX and they refuse to apply MLA to our account. Details from American Express : I would like to inquire about the status of XXXX Thanks for the clarification. Let me check the details for you. Please allow me a few moments. I am still checking the escalation. Please allow me a moment. Thank you. Thank you for waiting. I am sorry to keep you waiting. My apologies. I have checked the details from my end. I see that our back end team investigate this and as per the notes they have confirmed the email send on SCRA about this account is not eligible as well. As per this notes it says.. After reviewing your inquiry, our records indicate that you are not eligible for relief under the Military Lending Act. We will continue charging any applicable fees. And also on SCRA Our records indicate your account was opened during the XXXX XXXX time period. Therefore, this account is not eligible for relief under the Servicemembers Civil Relief Act.
Company Response:
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
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 disputed an amount of {$1300.00} against XXXX with American Express. The transaction was in XX/XX/XXXX. I had returned the item and provided the return tracking info but the seller was still not refunding. The item received was missing parts. Then XXXX said they couldnt do anything bc its a third party seller and they are unresponsive. They suggested I dispute with AMEX. So I disputed with Amex back in XXXX and I received the credit. But later the credit was reversed and I wasnt given an explanation why. So I reopened again. This cycle of opening and closing and back and forth with XXXX and AMEX continued. So XXXX agent gave me the final answer that only AMEX can reverse the amount. But now Amex is telling me they can not do it because its past 30 days. Thats something new they told me today, XX/XX/XXXX. All these time they said they were reopening and investigation is in progress. I think this is u fair to give false information to the customer and keep dragging it to say 30 day period is over. There are chat history on my online account and all the phone calls I made to AMEX. I would really appreciate this resolved ASAP bc I am getting charged interest in my account and my credit score is being affected due to this. I sincerely look forward to hearing back.
Company Response:
State: NJ
Zip: 08401
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
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: Dear CFPB, After numerous attempts to contact AMEX about a fraudulent credit card taken out in my name in early XXXX XXXX, I have had no success at all even after the police report was finished in receiving any help in disputing the charges. Furthermore, the company sent me to debt collections even after the detective on my case provided AMEX with undeniable proof the credit card was taken out fraudulently contained within the completed police report. I have been lied to on the phone about being sent contact information of someone I can send a police report to myself and I keep receiving notices that I took out the card and therefore I am liable. I had no idea a credit card was taken out in my name, I was not even living in the state the card was taken out in. I am really disappointed with AMEX for providing ZERO security in regards to who can take out a credit card. The card was maxed out by the person who did take it out within a matter of weeks at almost {$12000.00}. I have never even been approved for this high of a credit limit before and it shocked me that someone could do this without my knowledge, and AMEX has not only been unhelpful, they have been rude and even mocking. The perpetrator also opened a second credit card in my name, an XXXX XXXX through XXXX XXXX, for {$8000.00}, also maxed out within a few weeks, and though I haven't heard anything further from XXXX, they have not let me know they have dropped the charges either after I reported the fraud. All employees at XXXX were professional and kind though, even though I haven't heard back about a resolution. Thank you for your time. Someone recommended I take this next step. I appreciate your help.
Company Response:
State: WY
Zip: 820XX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for the American Express Platinum Card. I was denied credit. I sent them a response letter on XX/XX/2022. They responded on XX/XX/2022 stating that would not open the account. The reference number is XXXX " I know credit is my right according to 15 usc 1602f credit means the right granted by a creditor to a debtor to defer payment of debt or to incur debt and defer it payment. I am a creditor, which is a person who regularly extends credit ( 15 usc 1602g ), therefore, i credited this transaction so i cant be denied. I credited this transaction so how can you deny me. The determination was unfavorable to me which is why it is adverse. Nothing under adverse action ( 15 usc 1681 ) gives you the right to deny me. I credited this transaction as a creditor from my credit card. A credit card is any card, plate, coupon book, or other credit device existing for the purpose of obtaining money, property, labor, or services on credit, ( 15 usc 1602l ). You have committed a crime on my behalf because I extended you credit, you received it and I didn't benefit from it ; that's called unauthorized use. According to 15 usc 1602p, unauthorized use is a use of a credit card by a person other than the cardholder who does not have actual, implied, or apparent authority for such use and from which the cardholder receives no benefit. According to the Equal Credit Opportunity Act, 15 usc 1691, ( a ) activities constituting discrimination, It shall be unlawful for any creditor to discriminate against any applicant, with respect to any aspect of a credit transaction -- ( 3 ) because the applicant has in good faith exercised any right under this chapter. The right that i exercised was my right to credit ( 15 usc 1602f ) and that is also why you are discriminating against me because you aren't allowing me to exercise my right. ''
Company Response:
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XXXX XXXX XXXX I enlisted in the XXXX XXXX XXXX XXXX, upon learning about some of the benefits entitled to me I stumbled across the American Express Platinum card with a hefty {$690.00} annual fee but they advertise it as the fee is waived to all service members serving in the XXXX XXXX under the SCRA act. So I signed up and got approved and about a month or so later around XXXX XXXX I was charged the annual fee. I called American Express and asked why this was when I had submitted all documents a few weeks prior ( about two weeks ) or so to be put under the SCRA act. The agent on the phone said it was because I had not shipped out to XXXX training yet and was not under XXXX XXXX orders ( which makes no sense because XXXX XXXX credit cards say the opposite that in order to qualify for the SCRA act you would already have to have an account open then go on active orders ) American Express is claiming the opposite that I would have to be on active orders already and then open the account then I would qualify for the SCRA act. But thats not the main issue the main issue is when the agent on the phone told me that I had two options. 1 I could close the account and simply reopen it when I was on active orders or 2 pay the annual fee and resubmit when my active orders started and receive a statement credit for the annual fee. I chose the second options as it seemed much easier but didnt know that I would never receive my statement credit. When I called back after my XXXX training the agent on the phone told me that the first agent I spoke to basically lied to me and that there would be no statement credit issues to me. I escalated the situation and submitted a complaint but never heard anything back so after two weeks I called back asking about the status of my complaint where this third agent said to not worry that I would be receiving my statement credit in about two weeks. So two more weeks pass and nothing so I call again ask to speak to another agent where this time I was told Im receiving false information and that I would not be receiving a statement credit and if I would like to escalate the issue again because ( all phone calls are monitored ) and I should never have been given that information in the first place. So I escalate once more and wait another two weeks and this process has basically been repeating itself for XXXX months now where I call once or twice every two weeks send a few emails and Ill have someone tell me that Ill either will or wont be receiving my statement credit I have called over 50 times and spoken to over 50 agents at American Express all who tell me different answers and can not transfer me to anyone. The only answer they all ever give me that doesnt change is that there is no one I can speak to besides them. The backend office does not receive phone calls and will never email you back. I did manage to speak with the SCRA office once where the lady just told me my account is under SCRA but that she did not know why I was experiencing this and that she would submit a complaint for me which I never heard back from either. American Express has basically robbed/ conned me out of my {$690.00} because if they just actually trained their agents correctly and actually did anything right this problem could have been resolved im about to get charged the annual fee again without ever resolving my first one. How can American Express have their agents tell me to just pay the annual fee and that theyll give me a statement credit later on and then never do it and just tell me that agent lied he shouldnt have done that then have multiple other agents tell me I he didnt lie youll be receiving your statement credit in two weeks and just continue on this back and fourth never doing anything about it. This is simply criminal I would like to pursue legal action for this con.
Company Response:
State: FL
Zip: 33018
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A