Date Received: 2022-06-21
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I am XXXX XXXXXXXX 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 a pplied 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 XXXX minute call with their collections phone number
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: American Express is violating my rights as a consumer under the FCRA by slashing my credit limits after I have successfully proven to them that I make more than enough money to pay their bills and taking me through an embarrassing process. I was on the phone with one of their representatives for more than 2 hours to have them call my bank on 3 way, exposing my password secrets, and asking if I have money in my account to pay a bill. What kind of XXXX is that? A mistake to pay my bill one day before I had money in my personal account is not a reason to slash all limits on my business cards. If Amex do not follow rules under 15 USC 1605 and 15 USC 1681 and give my rightful access to my open ended credit line, I will file Arbritration clauses against them immediately for defaming my character.
Company Response:
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have both a savings account and a certificate of deposit with American Express National Bank ( an on-line bank ). This dispute begins when the CD, with a balance of just over {$54000.00}, was set to mature on XX/XX/XXXX. This is an enormous amount of money to me and I've trusted American Express National Bank to handle it and work with me in a professional manner to manage the money - apparently that was a huge mistake! Shortly before the date of maturity I received notification that the CD was maturing and that I would need to decide what to do with the funds. The notification explained that I had a 10 day " grace period '' during which I could contact American Express to make a decision about the funds. If I didn't act, the notice explained that, the funds would roll over into a new CD with the interest rate in effect on XX/XX/XXXX. I called American Express National Bank on XX/XX/XXXX ( within the 10 day " grace period '' ) and discussed my options with a representative. My wife and I were both on the line with the representative. The representative had a somewhat unique name - something like " XXXX '' / '' XXXX '' / '' XXXX ''. The representative explained that the yield on CDs had just gone up on XXXX XX/XX/XXXX and she and I discussed what to do with the funds. We decided on a new 24 month CD at 2 % interest rate. The representative didn't offer any confirmation number, but we simply agreed to put the money into the indicated CD. Just days after this phone interaction ( I believe it was on XX/XX/XXXX or XXXX ) I received a notice in the mail indicating the the XXXX had been " automatically renewed '' on XX/XX/XXXX at the interest rate of 1.68575 % - significantly below the rate my wife and I had discussed with the representative on the phone. I immediately called the customer service number and explained that a mistake had been made, as the funds from the original CD should have been put into a new 24 month CD at 2 %. I was transferred to a supervisor name " XXXX '' or " XXXX '' and I once again explained the issue. I was told that American Express had " no record '' that I'd called during the " grace period '' and they would not make a correction. When I got angry and cursed at the representative he hung up on me. Frustrated, I waited until the next morning and called the customer service line once again. This time I spoken with " XXXX '' and when I explained the issue, " XXXX '' said - " That's not right, you got the short end of the stick '' and she then explained how she was opening a new CD at the correct rate and that she would ask " banking operations '' to transfer the funds from the incorrectly " automatically renewed '' CD and transfer them into the new CD at the correct rate of interest. I expressed my concern that I didn't want to pay any fees or penalties and I was told that there wouldn't be any. I thanked XXXX and thought the problem was solved. A few days later I received an email asking me to " fund '' the new CD. Sensing that something had gone wrong, I checked my account ( s ) online and saw that the new CD " XXXX '' had created had still not been funded with the money from the original CD. I once again called the customer service number and spoke with " XXXX '' - this was on XX/XX/XXXX. " XXXX '' asked for a few minutes to " review the file '' and then came back and explained that Banking Operations would not transfer the funds into the new CD because once again - " I hadn't called during the " grace period ''. She indicated that if I wanted to complete the funds transfer into the correct CD, I would be charged a fee/penalty of about {$680.00}. I asked to escalate the dispute and spoke with a supervisor named " XXXX ''. This representative told me again that Banking Operations wouldn't make the change and that I had never called to make the change during the grace period. When one calls customer service a message indicates that all calls are recorded for quality control and fraud prevention. When I asked " XXXX '' to find that recording of the call I was told that " you have to understand how hard it would be for us to find that call, we have XXXX of operators and to find that one call would be very difficult ''. I provided " XXXX '' with he exact day and time of the phone call from the data on my phone- the call was on XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX ) and lasted a total of 16 minutes. " XXXX '' indicated that someone would look for the call, but as of this time ( 5 days later ), no one has called me back and I'm very skeptical that anyone at American Express has taken any action to find to call and confirm that I did indeed call during the " grace period ''. American Express National Bank is either negligent in their training of their " customer service representatives '', negligent in tracking customer contacts and/or negligent in resolving errors that favor them to the detriment of their customers. In any event, they've been sloppy, contradictory in their explanations, condescending and apparently unwilling to investigate and find the proof that they have which verifies my version of events. I've spent literally between 5 and 6 hours on the phone trying to get this issue resolved to no avail. I'm at a total loss for how to proceed and frustrated beyond words that this company believes that can treat customers in the manner - HELP!
Company Response:
State: OR
Zip: 97405
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Fraudulent credit cards opened, various credit cardss opened, Fraudulent address. Incorrect information being reported
Company Response:
State: TX
Zip: 77033
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I received an ach transfer with my business name instead of my full name I tried to disclose this to the bank and find a resolution and they would not comply I asked if they can just close my account and send me a check they wont tell me what I can do or how to resolve this issue they have my account locked
Company Response:
State: NY
Zip: 10469
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: Today, XX/XX/2022, I received an email from American Exprss Serve card stating my account was permanently suspened for violating consumer agreements. However, I have not used my card since XXXX. I had XXXX left on the card I can not access. I tried calling the company but am immediately hung up on. I really need the XXXX dollars as I am going through a rough time financially.
Company Response:
State: MA
Zip: 01752
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: In XX/XX/2021 I was informed by the American Express that I was being canceled. I was never told why I was just sent to a collection agency. Immediately I talk to the lawyer/collection agency and I explained I would send him the {$3800.00} that American Express says I owe. They gave me no reason to cancel my account and immediately I sent the {$3800.00}. Then they said that I owed a 60 day late. I believe theyre Being vindictive.
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have 2 American Express cards, Everyday card and a Gold card since 1968. I had a refund from XXXX XXXX in the amount of {$1100.00} which was wrongly, by AM EX agent, applied to my " everyday '' card as opposed to my AM EX Gold. I made numerous attempts to get the refund back to my AM EX Gold, they finally transferred {$1100.00} to my AM EX Gold NOT AS A CREDIT but as a " balance transfer ''??? I contacted them to correct the mistake only to find out unauthorized use of my rewards point by AM EX agent to offset the credit for their accounting purpose, the {$1100.00} refund from XXXX XXXX that belongs to me. Upon my objection to this unauthorized transaction they referred me to their reward point department to resolve it? Upon discussing the issue with reward point agent, XXXX, he opened a dispute file and fraudulent use of my award points to offset my credit {$1100.00}. UNAUTHORIZED
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Charge of {$7500.00} was processed by the company in XXXX of XXXX, charge was shown twice on the company statement ending XX/XX/XXXX. Total of {$6400.00} payment was made. The company never applied the payments and continued to demand payments with late night calls and threatening telephone calls to my home and workplace. A lot of the calls were placed out of the XXXX. To the best of my knowledge the company never updated their billing statements to me to apply the payments only updated the statement to show interest charges and late fees. I have been a cardholder with this company starting in XXXX I have never missed a payment nor late with payments. I called the company sent emails and wrote letters seeking an explanation only to receive more threating telephone calls and letters.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Credit card account open it Fraudulently on my name
Company Response:
State: CA
Zip: 91206
Submitted Via: Web
Date Sent: 2022-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A