Date Received: 2022-07-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX, XXXX Transfered {$40000.00} and {$190000.00} from American Express Personal Savings account to XXXX XXXX Savings Account XX/XX/XXXX, XXXX Initated transfer of {$3000.00} from my XXXX XXXX XXXX XXXX account to XXXX XXXX XXXXXX/XX/XXXX, XXXX XXXX XXXX XXXX my account and online access without notifying me or providing any reason ; I can not access my funds or my account at this time XX/XX/2022 at XXXX Called XXXX XXXX Customer Service; agent claimed she could not assist me and provided no explanation as to why my account had been XXXX or why I can not access my funds ; she stated I have to wait for another another department at Bask Bank to call me to further explain. I have never had an account " XXXX '' nor have I been denied accesst to my funds from any other institution. XXXX XXXX needs to release my funds in the form of a cashier 's check mailed to my listed mailing address or provide my other institutions with a letter of identity to return my deposits to my original accounts ; XXXXXXXXXXXX XXXX appears to be fradulant.
Company Response:
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I received an award along with a {$50.00} American Express gift card from my employer earlier this year. I went to use the card, only to find out it has already been used to make a purchase on XXXX and only has a {$7.00} balance. I called American Express customer care, only to be told that the card is treated like cash and I have to resolve it with XXXX. I called XXXX, only to be told that I need the account information of the person or business entity that made the transaction. They refused to look up the transaction by the card number. I'll never know the account information of the person or business who used my card, and I had to pay taxes on this gift from my employer. This is incomprehensible.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
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: XXXX fraudulently over-billed me by XXXX EUR. They admitted this. They promised a refund. They did not provide the refund. I notified Amex and provided them proof TWICE, but they refused to process the dispute.
Company Response:
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was notified by a merchant that my card was inoperable due to transactions being declined as well as the inability to withdraw funds or pay bills using the account number and routing number. The issue that resulted in the blocking of alk account functions was originally due to a bank error in which the institute blocked the card temporarily to contact me and clarify transsctions. I confirmed the transactions and after a single transaction the card was deactivated. The bank then informed me that I contacted the bank shortly before the declined transaction to file a dispute for 5 transactions which were partially the transactions I previously confirmed, next the bank informed me that the account was unavailable for use and my card was no longer active and due to my request there would be a 10-14 day delay to receive a new card ; I was not given the option i which this bank for a fee of {$20.00} expedites the card to my home address. the bank refused to acknowledge that the activity was due to the bank error or an unauthorized person impersonating me to access the account. i requested the expedited service for the feature that allows the card to be tracked as well as to minimize interference. i have received no card as well as the account has been frozen with federal aid funds in addition to XXXX pension benefits and XXXX XXXX. The ability to reach customer support via a inbound call method has been restricted as my account information is nolonger being recognized.
Company Response:
State: TN
Zip: 38109
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Set-up XXXX auto-pay which was working well. Then tried to make an extra payment for $ XXXX on XXXX. XXXX applied it to XXXX statement - and payment took precedent over my full auto-payment. Realized the issue on XXXX and made full statement payment. Spoke with agent after got hit with {$200.00} interest charge on XX/XX/XXXX. XXXX said XXXX would investigate the issue and I'd get response with 7-10 days. Expressed concern that I'd get additional interest charges. She said to call back if that happened. It happened! Never heard from XXXX via phone, email, text message. Just got more interest charges. Continued to payoff statement balance and got hit with another interest charges for {$230.00} on XX/XX/XXXX. Spoke with agent on XX/XX/XXXX, he had no ability for resolution. Said I'd get a call from XXXX to resolve. Already been down that road. Reaching out to you for help. I'm paying my statement balance each month and XXXX is still hitting me with ridiculous interest charges
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: On XX/XX/XXXX I received a collection call from American Express. Please keep in mind that until a XXXX XXXX XXXX XXXX in XX/XX/XXXX which has prevented me from working and resulted in me losing my job ( I was a XXXX XXXX for 4 different XXXX XXXX companies over a 20 year career in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). As a result of my knowledge of the industry and the regulatory requirements and rights that I have, I immediately asked that the agent on that call place a Cease and Desist on my account for both calls and emails, with all contact to be made only by standard mail. I was on the phone for 27 minutes with your Company. I spoke to multiple agents and endured multiple transfers over the course of 27 minutes during that call, and multiple departments had to be engaged. Upon receiving confirmation that my C & D was completed on my telephone number ( s ), I was told it still hadnt been completed on my email address. I was frustrated, tired, and emotionally drained. As I told your representative on a recorded line, I was XXXX with a serious XXXX XXXXXXXX and could not stay on the line any longer. On XX/XX/XXXX following my phone call with your multiple representatives, I filed a complaint with the CFPB which stated the following and included a screenshot of your call to me with a time of 27 minutes ( Ive included that screenshot to this email as evidence as well ) : I am XXXX XXXX and have applied for Social Security XXXX with input from my physician. I am unable to pay my American Express Credit Card because of my unemployment and that Im waiting on a XXXX decision. I received a collection call from American Express and advised the representative of my situation and immediately requested a Cease and Desist for all calls and e-mail communication. I requested that I only be contacted by mail. My C & D request required that I be placed on hold multiple times and transferred to multiple agents over a span of 27 Minutes! Near the 27 minute mark I was told that my C & D had been applied to my phone numbers but I would need to be placed on hold again so another department could be contacted to C & D my email address. I could not wait on the phone any longer. American Express has implemented a Cease and Desist process that is unduly burdensome because no other company I have worked for or been a customer of has ever taken even just half the time that American Express took, and when I hung up my C & D request still had not been fully completed to include my email address. I demand that American Express cease all communications with me, and I believe their C & D process should be reviewed by the CFPB due to it being structured in a manner which requires lengthy phone calls which are unduly burdensome as demonstrated by my inability to stay on the phone for more than 30 minutes - not to mention the stress of that situation. I believe American Express has designed this process to be unduly burdensome to reduce the number of Cease and Desists that it actually completed due to customers getting frustrated and hanging up. Ive included a screenshot showing my 27 minute call with their collections phone number On XX/XX/XXXX, I received the following response from XXXX XXXX on behalf of your Company ( which Ive attached as a screenshot directly from the CFPBs website ) : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX FL XXXX CFPB Ref No : XXXX Ref : XXXX Account Ending in XXXX Dear XXXX XXXX, American Express XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX, FL XXXX Were writing in response to your recent correspondence to the Consumer Financial Protection Bureau. Our phone calls and emails were made in accordance with our policies and procedures which comply with all regulatory requirements. We have updated your contact preferences. We are committed to making sure all customers are treated fairly. That is why we take appropriate measures to make sure that our representatives comply with all laws and regulations. The actions taken on your application were based on valid reasons and in accordance with our policies and procedures. As stated in the Cardmember Agreement ( CMA ), if we need to contact you to service your account or to collect amounts you owe, you authorize us to contact you at any number you provide, from which you call us, or at which we believe we can reach you. You may review your CMA online at americanexpress.com/agreements. We have updated your account to reflect no contact by phone or email. For questions about your account or to make payment arrangements, please call us at XXXX XXXX, we are available 24 hours a day, 7 days a week. We listened to the available call recordings referenced in your correspondence and found that we did not always provide a level of service consistent with our standards. We made sure to provide feedback to the appropriate leader. We appreciate you sharing your feedback as it helps us with our ongoing process of creating a better customer experience. On XX/XX/XXXX you contacted us requesting to cease communications by telephone and email for your account. You requested that we only contact you by standard mail. On that day we processed your request to stop all future phone calls about your account ; however, your request to stop email communications was not honored. I can confirm that request has now been completed. Please be aware you may continue to receive servicing communication alerts by email that you may have signed up for. Additionally, all other communications will be sent by standard mail. We hope this has addressed your concerns. Thank you for your Card Membership. After receiving this communication through the CFPBs portal, I then received ANOTHER Collections call today, XX/XX/XXXX at XXXX XXXX EST ( for which Im also including a screenshot ). The agent I spoke to did not comply with my request to speak to a supervisor, even after telling him he has violated my federal rights following my request for a cease and desist. He persisted by telling me that he is just as capable at handling my call as a supervisor, which I know for a fact he is most definitely not ( as evidenced by my 20 year XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). At this point in time, not only am I demanding that American Express immediately cease and desist all contact with me outside of standard mail ( this is my third request ), but I allege that their continued harassment is causing further ailment to my XXXX XXXX XXXX I was XXXX with XXXX in XX/XX/XXXX following my XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX American Express sent me this response not even speaking to additional collection efforts after requesting twice - once via telephone and once in writing through the CFPB website- to have calls stopped. I am now retaining legal counsel for not honoring the Cease and Desist after requesting it two separate times.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/2002 From : XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, Texas XXXX XXXX Re : Reporting Unauthorized Credit Inquiry To whom this may concern, I am writing to request the removal of an unauthorized and fraudulent creditinquirywhich is being reported by XXXX, XXXX and/or XXXX on my credit report. My latest credit report shows an inquiry from your firm creditthat I did not authorize. I suspect fraud, and have reported this incident at XXXX, Consumer Financial Protection Bureau, and the XXXX XXXX XXXX Please havethese/thisunapprovedinquiries/inquiryremoved from my credit report within 30 days, as it is harming my ability to obtain new credit. Please contact me immediately if you require any additional information regarding my request. Thank you for your assistance. Sincerely, XXXX XXXX XXXX, XXXX.
Company Response:
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: XXXX was kind in outlining specific information related to my credit report that was overlooked by American Express when making a decision about my request for a credit line increase. This information proves, American Express used incorrect and invalid information about me that could be construed as prejudicial, when refusing to increase my line of credit. XXXX could find no excessive inquires ( there are none on my report ) and they report no negative marks on my credit ( AmEx said there were ). Because of this and the information provided, I am demanding American Express to do the right thing by increasing my lines of credit for both XXXX XXXX XXXX XXXX XXXX. Here is the actual response from XXXX : Company 's Response Thank you for submitting your complaint on XX/XX/2022, through the CFPB Complaint Portal. We appreciate consumers who take the time to let us know about their experiences with our company. We have reviewed and considered the information you have supplied through the CFPB portal and directly to XXXX. As you state in the CFPB portal, you indicate that a creditor denied increasing the credit line for two of your accounts, they gave you the reasons for that decision, but it seems that is not the information reflected on your XXXX report. You want the creditor to have the incorrect information corrected. We would like to inform you that on the report there are not any late payments reflected. We do not grant or deny credit. Each credit grantor makes that decision based on its own guidelines. Consumer credit reporting agencies only store information from credit grantors and information contained in public records and supplies this information to other creditors. They also mentioned that a reason for being denied is because there are too many requests for credit, however, we do not have any recent applications reflected on your XXXX report. We are in the process of mailing you a current copy of your personal credit report for review. Please note that mailed correspondence may take up to 10 days for delivery through the US Postal system. About the score, it is a number lenders use to help them determine your creditworthiness.
Company Response:
State: CA
Zip: 91344
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX we made a purchase using the American Express Serve card in the amount of {$300.00}. On XX/XX/XXXX we returned the item. We were told we would see the funds on the XXXX of XXXX XXXX later. This morning XX/XX/XXXX we werent able to check into the account. After about an hour we were able to log in. When we did we noticed XXXX returns had been completed, no funds available and XXXX additional return holds placed on the account. We called customer service to figure out what was going on. Not only did the return date change to the XXXX and the XXXX but that we were charged an additional charge from American Express. They tried to say it came from the original company but it didnt. Amex checked the account and verified there wasnt a new transaction yet they still said we were charged twice and are going to issue XXXX refunds totaling {$610.00}. I told the rep that we should only be receiving a return for XXXX. And to give us anything more is fraudulent. We also asked them why it reflects that its clear but theres no funds they wouldnt answer. We asked for a number to file a complaint to and they wouldnt give us one. Told us they didnt have one and we cant file a complaint. So we went to the XXXX XXXX XXXX. We have not received our funds and have been given the run around all day!
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: During the Covid pandemic I was let go from my job and was unemployed for about a year, during this time I spoke with a service rep at American Express about my account, after seeing that they had posted on the website that they have a Cares act plan in place for people who are affected by the Covid pandemic, during my call I ask the rep if they could suspend the account until I was back working and freeze the payments and late fees the rep explained that this could not be done by the next payment bill I noticed late fees piled up along with dropping my credit limit which in turn maxed out my credit card causing my score to be affected and my payments to minimum increase after 120-150 days they closed they account and continue to report this account negative to the credit agencies as they continue to contact me during the dispute process I ask if they were willing to reopen my account remove the late fees and I will start paying on my balance, the rep told me this is not possible and said I have to pay my entire total including late fees which accumulated during the pandemic only to have to reapply and if Im approved start out with a credit limit of {$500.00} seeing that my credit score is and has been drastically affected by the pandemic I would be extremely unlikely to get approved again
Company Response:
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A