Date Received: 2022-07-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: When we opened our AmEx statement in XXXX XXXX we found 67 charges for {$100.00} from XXXX over a one week period for a total charge of {$6800.00}. We had not made any charges to that company, so we contacted American Express to dispute the charges and to get new cards. On XX/XX/2021 they sent a letter crediting our account XXXX, and we thought the matter was closed. We we were wrong. American Express sent us a letter dated XX/XX/2021 stating that XXXX XXXX ( my husband ) had released his account number to a Merchant and because because of that they were closing our fraud dispute. That that they had also processed a debit adjustment to our account to reverse our previously issued credit. Our XXXX statement showed the charges back. We sent several letters to American Express with little results. Calling their Customer Service line got us nothing until, in XXXX, I got a person named XXXX. He told me that it was an American Express phone call in XXXX with XXXX XXXX where he was asked if the XXXX charges were valid and he had said they were. He, ( XXXX XXXX remembers that call but what this hard of hearing XXXX XXXX XXXX thought that they had ask were the charges INVALID and I had said yes. We have mailed several more letters to American Express and made more calls to Customer Service line with no results XXXX ' hearing mistake on that XXXX phone call is why American Express will not open any dispute or fraud investigation on the {$6800.00} Amount of Loss {$6800.00} Incident Date XX/XX/2021 XXXX
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: American Express offered me XXXX Membership Rewards point if I turn on " Pay over time '' feature for my Gold card. However, It has been two months and American Express has not honored this promotional bonus. I contacted customer services twice and they claim they are still investigating.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Complaint Details I recently applied in XX/XX/XXXX for an XXXX American Express Gold card I was approved right away and received no notification that my file was really under review I received a temporary card number and email saying I was accepted with in minutes. I applied for this car solely for the welcome bonus I can not remember if it was an email welcome or if I saw an ad for it the welcome bonus was receive XXXX or XXXX ( cant remember exactly ) sky miles when you spend XXXX or more dollars on in XXXX days and get a {$200.00} credit for purchasing any XXXX eligible purchases within 90 days. I did those things on my first billing cycle called in was told everything was good look to get those miles within 8 to 12 weeks recently called in and was told I was really denied for the welcome bonus and I wouldve/shouldve received a pop-up message saying your file is under review would you still like to proceed with the application I would have not if I wouldve received that message I wouldve not because of the hard inquiry on my credit and I wouldve went to another airlines credit card. I did not receive that message and due to the incompetence of American Express I applied because I did not receive that message so to no fault of my own they said I was denied my welcome bonus because I received a welcome bonus over 13 months prior. First off thats a terrible rule ive never been late on any payment and my credit is over 700. But if thats the rule fine but I talked to one of there bosses and was told I shouldve received an instance pop-up message as I go through the application and I did not and because I did not Ive bought XXXX XXXX that I would not have bought Ive spent money with American Express that I would not have spent and I got a hard inquiry we all can read this and see this is not right and I just wan na come to a solution for this as it should be shouldnt be big companies getting over on the little guy its XXXX and Im glad your here to help.
Company Response:
State: OH
Zip: 44077
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to request the method of verification for dispute that i initiated. Also send the following information 1. Payment Disclosure 2. Interest Rate Disclosure 3. The Balance History 4. Payment History 5. Credit Insurance 6. Original Contract As for your methods of verification i would like the follwowing 1.Please explain to me what your representatives uncovered to lead them to believe that you are reporting this item as it legally should be reported? 2.What certified documents were reviewed to conclude your investigation? 3.Please provide a complete copy of all of the information that was transmitted to the credit bureau as part of the investigation. 4.What did it cost your company to obtain the documents needed to complete your investigation? 5.Please provide proof of your timely procurement of certified documents. 6.Did you speak directly to any agent of the company that was reporting the information to confirm the accuracy of what you are reporting? 7.If yes to above : a.Who did you speak to? b.On what date? c.How long was the conversation? d.What was their position? e.What telephone number did you call? f. What is the name of the employee of your company that spoke directly to the above party? g.What is the position of the employee of your company that spoke directly to the above party? h.How long has that employee been employed by your company? i.What formal training was provided to this employee to investigate items of this kind? j.Was there any e-mail or written communication between members of your company and the above party? 8.If so, please provide copies of all correspondence ; supply copies of any and all conclusive documentation to prove that you have in fact conducted a reasonable investigation of the account in question. 9.Provide the date of the commencement of delinquency 10.Provide the SPECIFIC date reporting that these items will cease Enclosed with your response to the above questions I respectfully request a notarized affidavit confirming the information that is provided is true and correct as per my civil rights granted under several federal laws. This information should not come as a form letter response.
Company Response:
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Due to a family death and the XXXX pandemic, I have been affected financially. I fell behind on payments for all three of my accounts. In XXXX, I contacted Amex via telephone and I also chatted online with Amex on several occasion, the last being a live chat requesting information regarding your Financial Relief Program. Unfortunately, according to your representative, I did not qualify for your program. I was never over 90 days late on either of my accounts. Two of my accounts have now been canceled. I went online in XXXX, XXXX, XXXX, and XX/XX/2020 to pay as much as I could. All but one account allowed me to make payments. My American Express Business did not allow to make a payment. I called American Express in XXXX and was told this account no longer belonged to American Express. My Amex Business account was sent/sold off to a collection agency. I tried on several occasion to make payments online with no avail due to the portal veered me to a different Amex program. I have been sued by American Express and I am currently on a payment plan with a law firm. However, American Express still allows me to sign in to my accounts online and make payments. For three months, I was not able to call or chat with anyone at American Express. When I was finally able, I tried to get back on track. However, not one American Express representative showed compassion or was willing to help me. The last word I received from one of your representatives on XX/XX/2020, was your green card is 72 days past due and this card will be cancelled as well. This has affected my credit score, not allowing me to qualify for any assistance. I have disputed this matter with American Express. This has violated the Texas Consumer Law, the Texas Deceptive Trade Practices Laws, The Fair Debt Collection Practice Act, and especially your American Express Mission ethics and slogan.
Company Response:
State: TX
Zip: 78230
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: American Express is taking advantage of its customers. They sent an email that if I dont pay XXXX $ they would lower my credit limit. I am not over the limit and I pay at least the minimum on my bill on time every month. The problem is some people dont have XXXX $ lying around and further more this particular account is a regular account and not one of those that they monitor without the spending limit. They just did this exact thing to my business account. They lowered the credit limit below my actual account balance making me responsible for {$3500.00} ( this is a separate account ). There has to be a violation of consumers rights by doing so.
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
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 an American Express cardholder since 1983 and I currently pay fees of {$5000.00} a year just for having the American Express XXXX ( XXXX ) card. The Fair Credit Billing Act ( section 1637 ( a ) ( 7 ) ( ii ) requires American Express to disclose an address to which I can send written notice of a billing dispute. American Express is consistently refusing to provide this address to me ; agents claim they do not know it and want to provide me only with an email address, which does not protect my rights under the Act
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Dear CFPB, I have mailed a dispute to credit bureaus about this inaccuracies on my credit report, but I have not received any response. I really need help to address this concern for this has been causing me financial damages. Thank you. AMERICAN EXPRESS XXXX
Company Response:
State: TN
Zip: 38119
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I I got a hard inquiry from XXXX XXXX that I do not recognize.
Company Response:
State: MI
Zip: 48228
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I was a victim of fraudulent charges ( totaling approximately XXXX ) on my American Express card. When I became aware, which was within an hour of the use of my card, I called American Express. I was told not to worry and the charges were all reversed and removed from my credit card. On XX/XX/XXXX I received a phone call from American Express stating the charges were all going to be put back on my acct because I was a victim of a scam. I questioned whether this person was indeed from American Express and was given her name an phone number and advised to call American Express to verify her identity. I called American Express but no one was able to verify her identity and could not find a record of her call. The person who I believe was a supervisor assured me the case was closed and that no charges could or would be reversed. She repeatedly assured me that I had nothing to worry about, that my account was credited all the fraudulent charges, and would not be reversed. On XX/XX/XXXX I received a letter stating that all the fraudulent charges would be placed back on my account. I immediately called American Express and eventually spoke to a XXXX ( XXXX ) in the fraud department who advised me that at present the charges were not on my account and that when they appeared on my account, I should call him and he would reopen the case and have the charges reversed and taken care of. On XX/XX/XXXX, the charges were placed back on my account. I immediately called, and after going through the explanation, asked to speak with XXXX, a XXXX in the fraud department. I was told he was on a phone call and would call me back. After waiting two hours and not receiving a return phone call, I called again and spoke to a representative from the fraud department who advised he would try to reach him and would call me that evening to advise me whether he reached him or not. I received no phone call. On XX/XX/XXXX, I called again, and once again after a lengthy explanation. I asked to speak to XXXX a XXXX in the fraud department. The represenative now advised me that it wasn't necessary and said he would reopen the investigation There were XXXX charges totalling approximately XXXX. The investigation was reopened.but the charges were not reversed. On XX/XX/XXXX, I called again and asked to speak to XXXX, a XXXX, or any other XXXX in the fraud department. After being told by the representative that he would not connect me to a XXXX, I demanded it as a customer, and finally was connected to a XXXX ( XXXX id XXXX ). After a lengthy discussion, she advised me that she would write her team, and call me on Wednesday XX/XX/XXXX. She was not able to promise a satisfactory resolution but was sympathetic and understanding. I was a victim of fraudulent use of my credit card and these charges should be removed from my credit card. ( Mostly gift card purchases ) I was later informed that I was a victim of a scam not fraud. I have argued that the definition of a scam is a type of fraud. I also advised Reprentatives from American Express that their website says they protect customers 100 percent from fraud. Nowhere on the website does American Express differentiate fraud from scam - because a scam is fraud. I have also stated to American Express that i contacted them immediatley while these charges were being made, that these charges should have been recognized as unusual and completely inconsistent with my profile- I have been an American Express customer over 24 years - and they should have questioned the charges and initiated a call to me before the authorization of all XXXX charges. I was told they have over 2000 algorhythms and they missed it. Just that alone shows they have some accountabiltiy. I also called them immediately- they could have easily contacted the merchants so pruchases using the gift cards could not have been made, I don not believe they followed through on that.
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A