Date Received: 2022-06-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Before starting this dispute I just want to inform you that I had been in contact with the XXXX XXXX XXXX about a complaint I have with American Express. My complaint ID # was XXXX. Even though I was satisfied with the help the XXXX gave me. I was not satisfied with American Express. I asked the XXXX what I should do now since American Express was unwilling to help and they informed me to contact you. This is what I sent in a dispute letter to American Express and then this same information was sent to the XXXX : In XXXX I received a charge from a merchant called XXXX XXXX for a total of {$150.00}. On XX/XX/XXXX I called American Express to dispute this charge because I did not authorize this charge nor was there any communication from the merchant that I would be charged for anything. The representative opened the dispute and he assured me that everything would be taken care of. He also advised me that there would be a credit applied to the account and if I still saw the initial charge to not pay for it because American Express was taking care of the issue. From that point forward I didnt think about the charge anymore. With that being said I was very surprised when in the beginning of XXXX I received a notification from the American Express app saying that I would be paying for this charge. I thought this was weird because four months have passed by and I am being charged for it again. On XX/XX/XXXX I called American Express to see why I was being charged by this merchant again after I had disputed this charge back in XXXX. I was informed that I wasnt being charged again. I was being charged from the original dispute despite it having been four months. The representative also informed me that the company XXXX XXXX responded to American Express. XXXX XXXX denied returning the money, informed me to email them directly to dispute the charge, as well as they cant cancel my account and I would have to do it myself. The American Express representative informed me to email them about it and if they cancel the charge, no further action is needed but if they dont cancel the charge, contact American Express and we will reopen the dispute. Right after the call I manually canceled my account, as well as began emailing XXXX XXXX. On Tuesday XX/XX/XXXX was the last email and on XX/XX/XXXX I called American Express to reopen the dispute. Upon calling American Express I explained everything to the representative and he advised me he reopened the dispute. He also advised me that he sent an email with a link that will direct me to where I can upload screenshots of the emails I had with XXXX XXXX. When I got home I opened my email and clicked on the link. When the page opened it said the dispute was closed. So I called American Express again to ask why it was saying it was closed. The representative looked into the issue and she discovered it was closed so quickly because since it has been more that 30 days since the initial dispute, the dispute was automatically closed. She attempted to reopen the dispute and she advised me to immediately upload the documents supporting my claim to see if the dispute reopens. Unfortunately shortly after uploading the documents the dispute was automatically closed for the same reason of it being more that 30 days since the initial dispute. This morning XX/XX/XXXX I contacted American Express again to see how we could reopen this dispute. I was transferred to the Dispute Team and I was then informed to write a dispute letter with everything that occurred as well as send any supporting documents. It would be greatly appreciated if this dispute could be reopened because I didnt authorize this charge. The information I obtained from the American Express person in XXXX is the reason for the delay from XXXX to XXXX, and it is not due to my inability or unwillingness to act in a timely manner. This is also the first time I've disputed a charge with American Express, and I was unaware that I needed to keep signing in and checking to see if the dispute had been handled. I expected to get an email or a phone call informing me if there was a problem with the dispute or if any additional action was required. I'll state that I've learnt my lesson and that in the future, I'll make a point of logging in to see what's going on and whether any more action is required. Attached to this fax will be my email interactions with XXXXXXXX XXXX If there is any other information you need please do not hesitate to call or email me. - - - End - - - After being in contact with the XXXX American Express responded with ''we found that we serviced your call professionally and correct information was provided. '' Unfortunately American Express has been everything but professional and keeps neglecting to admit that they are wrong. They responded back to me 34 days after the dispute was opened and the reversed their position from crediting me the amount to recharging me until I contacted the company XXXXXXXX XXXX even though I never authorized the charge. I did all of the work they requested of me but because it passed 30 days from the original opening of the dispute I am now automatically stuck with a charge I never authorized. American Express also claimed I was notified when they communicated about what XXXX XXXX said. That's also not true. There was no e-mail from American Express. You could only see any updates about the dispute if you manually kept logging in on americanexpress.com. and after 34 days I am assumed that it was now resolved being that I have never seen a company take so long to resolve a customer 's issue. Attached are all of the screenshots of me talking to XXXX XXXX after I found out from American Express that I would have to contact them myself. Like I stated before even after doing all of this American Express refused to remove the unauthorized charge but this time it wasn't because I hadn't contacted the company, it was because it had past 30 days. Even though I was told by representative that after I contacted the company a resolution could be found.
Company Response:
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Amex close my saving account without notification. Amex sent my left fundings by check. However, I am moving out from my current address and unable to receive the check in my current billing. I already sent Amex the Bank Check Stop Payment and Indemnity Agreement by fax for check being replaced and resent to my new address on XX/XX/XXXX. And Amex informed that they would contact me by XX/XX/XXXX. Amex did not respond by XX/XX/XXXX.
Company Response:
State: NY
Zip: 14850
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2022, I had a debt consolidation loan completed through XXXX. This was to pay off my two American Express Cards as well as some other debt. The money that was designated for one American Express card went through and was credited to my account. The money for the other card in the amount of {$12000.00} has still not shown up as of XX/XX/2022. I have been in contact with American Express and XXXX multiple times trying to get this resolved, and the money still can not be tracked down. All of the information American Express has asked for, I have supplied per the information XXXX provided to me. I was advised this would be my best route at this point to get this resolved.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have been call and writing Serve by AMEX for almost one year about unauthorized charges on my account. They are rude and constantly hang up. The following transactions were unauthorized : XX/XX/2021 - XXXX XXXX {$72.00} XX/XX/2021- XXXX XXXX {$36.00} XX/XX/2021- XXXX XXXX {$35.00}
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Ive applied and got the American Express Delta Airline Gold card with the 70,000 miles sign on bonus included. After I pass the spending requirement, Amex didnt give me the bonus. I called customer support many times and they were extremely not helpful and said things that are unrelated to me such as ( you had this card beforewhich is not true since its my first Amex Delta card! ) Im XXXX off!!
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: came bk pre approve XXXX amer ex card
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
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: Spoofed through Indeed.com applying to an ad for a XXXX XXXX On XX/XX/XXXX, I answered an ad for XXXX XXXX on XXXX XXXX XXXX, XXXX of XXXX, contacted me and sent information. I signed up and agreed to the job description. I submitted my American Express ( AMEX ) card ( only the numbers ) and was given an advance to begin my assignments on XXXX. AMEX sent me confirmation that stated that the credit had been received. Over the course of XXXX to XXXX, I received payments of {$18000.00} ( see below XXXX of the AMEX confirmation emails ) deposited into my AMEX account for buying merchandise and gift cards. After completing the assignments for XXXX, ( filling out a survey, and photographing the receipts/gift cards, and merchandise ) I was paid {$400.00} for each task. On XX/XX/XXXX, I received an email from AMEX stating that my credits had been reversed. I immediately called the AMEX and talked to XXXX XXXX ( XXXX ). She advised me that I had been exposed to fraud and that XXXX XXXX the financial institution that had issued the credits had reversed all credits. XXXX XXXX stated that the Customer Advised was not authorized. XXXX XXXX ( an expert on internet fraud ) then stated that she has witnessed this type of situation at least 12 times a day. XXXX XXXX then advised me to start the process of reporting my fraud to the various agencies that can help me document it. If AMEX had seen this type of fraud, before why didn't they catch what was happening. AMEX has recorded all my conversations and in good faith, I did approve these transactions because AMEX validated them through emails.
Company Response:
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: The American Express XXXX XXXX XXXX card used to allow cardholders to " cash out '' Amex Membership Reward points into a linked XXXX brokerage account for XXXX cents per point. At some point, the cash out value was reduced to XXXX cents per point. This change was made at the same time that other changes to the XXXX card benefits, along with an annual fee increase. I received no notice or disclosure that the value per point was changing, as Amex only gave me notice of the changes that applied to ALL Platinum cards, rather than changes to my specific Amex card, which had other benefits.
Company Response:
State: CA
Zip: 946XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: In XXXX of XXXX, I received an upgrade offer from American Express to upgrade my {$0.00} annual fee XXXX card to an XXXX XXXX card ( that has a {$95.00} annual fee ). The offer was for XXXX bonus Membership points after meeting a spend requirement of {$2000.00} within three months of upgrading. The spend requirement was met in XXXX of XXXX, after which Amex posted XXXX points to my account. A prorated annual fee ( {$63.00} ) was posted to the account on XX/XX/XXXX. On XX/XX/XXXX, a {$95.00} annual fee was posted to my XXXX XXXX account. This prompted me to contact American Express on XX/XX/XXXX about changing back to the XXXX card, which I [ incorrectly ] thought had now been open for a year, as I [ incorrectly ] assumed the Annual Fee was related to the effective date of the XXXX Preferred card ( the date I upgraded ) rather than the date I originally opened the XXXX card. I did not remember when I had upgraded, and the Amex website also does not say when the upgrade occurred. At no point during the downgrade chat with Amex did the Amex rep tell me how long the card had been opened or that the upgrade bonus was at risk of being clawed back. The only language in the disclosure was : " As a result of this downgrade, American Express reserves the right to take away, withhold, or freeze any rewards ( including acquisition and/or upgrade bonuses ) that would have otherwise been earned. '' Had I known the XXXX points would be clawed back, I would not have made the change, as they are worth {$440.00} in cash value - much more than the {$95.00} annual fee. On XX/XX/XXXX I received an email from American Express telling me that points had been deducted from my account because : " After careful review, we noticed activity that indicated these points may have been earned or used in a way that doesn't meet the terms and conditions of the Membership Rewards program or of the promotional offer under which you earned the points. '' The email went on to further explain : " The way Membership Rewards points are earned or used may not meet our terms for one or more of the following reasons : If your account was downgraded or canceled within 12 months of acquiring it. '' I phoned Amex to inquire, and opened a case for further investigation. I was told to contact Amex 7-10 business days later to be told the resolution. Two weeks later ( XX/XX/XXXX ) I followed up, and was told by an Amex customer service rep : " I see that investigation has been closed. The team has suggested to reverse the changes. Then, they will be able to reinstate the points. '' I reversed the change accordingly ( went back to the XXXX XXXX card ) and was told by the Rep they'd submit a request to reinstate the points. Today ( XX/XX/XXXX ) I followed up with Amex, as I had not yet seen the points posted to my account, and was told " the [ reinstatement ] request was denied '' and that " it was not possible to reinstate the points. ''
Company Response:
State: CA
Zip: 946XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: CEASE AND DESIST AMERICAN EXPRESS Pursuant to 15 USC 1692c. ( c ) I am notifying you in writing that I refuse to pay this alleged debt, and I am demanding that you cease all forms of communication with me through any and all mediums. Pursuant to 15 USC 1692c. ( c ) ( 2 ) I am invoking my specified remedy as a consumer, and the original creditor I am demanding all of the following : Do NOT close my account ( s ) without my authorized permission. Zero out the balance on this account. Do not seize or attempt to seize anything in my possession. I initiated this transaction with my credit card ( social security card number ), and this ensures that my account is paid in full in 15 USC 1602 ( l ). I did not fill out a loan application because banks can not lend money ( 12 USC 1431 ) -this looks a lot like fraud to me. I am the consumer, and should benefit from this transaction. American Express, you did not lend these funds to me to utilize the account ending in 92001. I participated in a consumer credit transaction using my social security number ( credit card ) and not a loan Pursuant to 15 USC 1602 ( i ). At this point I have determined that I am not going to allow my rights to be violated anymore by you. American Express is involved in fraud in many ways, and you knowingly violated me with the fact that any balance over {$1.00} should be credited to my account. I am requesting you to refund any part of the amount of the remaining credit balance, leave my account open to utilize each and every month. American Express, by federal law definition you are a debt collector which means any personor who regularly collects or attempts to collect, directly or indirectly, debts owed or due or asserted to be owed or due another. Best regards, XXXX XXXX
Company Response:
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A