Date Received: 2022-05-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Ive had multiple new account inquiries trying to open a credit line : XXXX XXXX AMEX XX/XX/2022 XXXX XXXX XXXX XX/XX/2022 American Express I did not inquire about anyone looking into my credit nor apply for any credit card recently.
Company Response:
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I contacted American Express Initially about my current card. When attempting to close the card, the company discussed and provided one time promotional incentives to me. I was a American Express Delta Skymiles Blue card holder. I was educated on benefits on becoming a XXXX XXXX XXXX should I elect to make the change by XX/XX/XXXX, or the end of my XXXX Statement which closed at that time. I was further stated that should I miss the month in which my annual fee be assessed, that I would be responsible for the annual fee, yet not receive the companion certificate. I indicated that I was looking at an trip in XXXX, and that the companion certificate had a value for me of approximately {$1200.00}. The representative educated me that optimally, I would renew close to my renewal date, but not past what was described as this XX/XX/XXXX day. What I learned later, by calling back multiple reps to ensure that I fully understood how this worked is that each rep seemed to have a slight variation of the offer date for the companion certificate. I felt confident that I would be able to upgrade the card and received the promised benefits. I called in and upgraded my account to platinum on XX/XX/XXXX, ensuring that I would be able to take advantage of the companion certificate. I attempted to book my family vacation with the companion certificate. However, there was no companion certificate. However, after multiple calls with American Express and XXXX, American Express admitted there was no benefit. I noticed a prorated annual fee on my XXXX XXXX. I contacted American Express and created a case XXXX XXXX. I was told that I could check on this case within 7 to 10 days. American Express alluded me to believe they would make good on the offer and issue me a companion certificate should the previous reps be incorrect. I called three times to check on the case. An agent on XX/XX/XXXX indicated that I was 2 days late in upgrading the card, and it was not possible to provide an good will Companion Certificate. The customer service member offered a credit of {$220.00} to the account as long as I spent {$3000.00} and kept the account open for 365 days. I believe the problem that I experienced is that American Express customer agents sell and offer benefits without having specific knowledge of the various offers and terms and when cardholders need to activate these by. Since the disbursement of the promotions are automated, then there is no reason that information can not be displayed for each interaction by marketing/customer service. Furthermore, I asked American Express to cancel the card and refund the annual fee on XX/XX/XXXX. Per American Express " American Express will refund the annual fee on a card if you cancel it within 30 days of the closing date of the billing statement on which the fee appears. Beyond that period, a refund is not possible. '' An annual Fee was charged on XX/XX/XXXX for XXXX, The statement date ended on XXXX. 30 days from that date is XX/XX/XXXX. I strongly believe that American Express is engaging in deceptive marketing practices. By being vaugue, American Express is able to entice cardholders to higher card member tiers, and by not qualifying them immediately, they receive an additional annual fee and delay their qualification for the offer. Further, when card holders create tickets for cases, American Express delays resolution to to necessary research and delays the contact to card holders. This delay can force the cardholder to forfeit their ability to get their annual fee back. Furthermore, even when members request the annual fee to be refunded, they are punished and told that can have their account closed, but any fees would be forfeited along with any non monetary bonuses would be clawed back. I strongly believe American Express needs to address these issues, and that an improvement in this information is possible with IT investment.
Company Response:
State: OH
Zip: 44203
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I received a billing statement from XXXX XXXX which I don't have account with them. I contact XXXX XXXX that I never open an account with them and they ensure me that it was taking care of. Few month later, I received a debt collecting letter from XXXX XXXX and phone call. I told them it was a fraud and someone use my name and the SSN # was different. They are very rude and threaten me that if I don't pay they will take me to court.
Company Response:
State: CA
Zip: 91744
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I was reviewing my credit profile and I see fraudulent inquiries on my credit report that I did not authorize. These inquiries is not my accounts. The inquiries are American Express XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received the promotional offer {$150.00} last year for spending {$1000.00} and now I received an email on XX/XX/23 stating that Amex will charge {$150.00} back because I downgraded my credit card account. This was not how the offer advertised and if I have known this I would not have accepted this offer because the annual fee is {$99.00} and offset the promotional offer.
Company Response:
State: NY
Zip: 11367
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I have an American Express gift card that has never been used. The funds do not expire but the date on the card expired. Online American Express says to contact them and they will issue a replacement card. I called the number on the card and reached an automated line that kept saying it was having trouble understanding the card number I was keying in. Then it hung up on me. I called this number three times on XX/XX/XXXX and it hung up each time. Then I called several other American Express customer service numbers. I was put on hold and the people hung up on me twice. A third person told me they couldnt help me and that they would transfer me to someone who could. They transferred me to a disconnected number. Several numbers were disconnected. I tried contacting Amex through their customer service online portal and got a error message that my message could not be delivered. I tried contacting Amex through their customer service email and the email came back as non-deliverable. After reviewing voluminous similar complaints online it appears Amex has rigged their system so that gift card customers can not reach anyone and the company gets to keep the gift card money. I want my money back from this company.
Company Response:
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the " Fair Credit Reporting Act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Sec 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
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: On XX/XX/22 I paid {$5000.00} via American Express and entered into a contract with XXXX XXXX of XXXX XXXX XXXX XXXX for BUSINESS COACHING services ( valued at the specified amounts below from her XXXX website ) to begin the week of XX/XX/XXXX. On XX/XX/22, merchant cancelled the contract via email because of a comment I made on her XXXX post. The comment does NOT constitute a material breach of contract in the state of New York, and therefore XXXX XXXX has failed to fulfill her contractual obligation. The merchant does NOT RESPOND TO ANY EMAILS OR PHONE CALLS. The merchant has offered a {$400.00} refund for the outstanding services she failed to deliver. This does not represent the FULL value owed, therefore I filed a dispute with American express. They have closed the dispute TWICE ( on XX/XX/22 and XX/XX/22 ) without offering an explanation or opportunity for me to refute the merchants counterclaim. I have not received ANY of the contracted services outlined below : 3 of the 6 weekly Strategy Calls ( valued at {$490.00} per session ) Curated Content planning NOT received ( valued at {$990.00} ) Custom Content Calendar ( valued at {$290.00} ) XXXX XXXX XXXX templates ( valued at {$690.00} ) I am seeking a refund in the amount of {$3400.00} for the services XXXX XXXX failed to deliver according to our contractual agreement.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
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: RE : American Express Claim # XXXX XXXX XXXX XXXX XXXX To Whom It May Concern : I have been forced to file this complaint after several attempts to resolve this issue with an American ExpressXXXX representative named XXXX XXXX XXXX XXXX. Below is a summary of the matter that resulted in the claim above that I have recounted to numerous American Express/XXXX representatives in addition to XXXX XXXX In XXXX, XXXX I booked a month long stay from XX/XX/XXXX XX/XX/XXXX at the XXXX XXXX in XXXX California XXXX The cost was {$5800.00}, which I charged in full on my American Express Card. I then called American Express to buy Trip Protection Insurance. I have never made a pre-paid booking without buying Trip Protection Insurance prior to the trip. As a matter of fact, I have been purchasing Travel Medical Protection Insurance from American Express on a semi-annual basis for more than 30 years. American Express referred me to their Insurance Department and I spoke with an American Express/XXXX insurance agent. The agent I spoke with told me I did not need to buy Trip Protection Insurance because it was automatically included when I paid for the trip with my American Express Card. At no time during the entire conversation was there any mention by the agent of a requirement to purchase an airline ticket with my American Express Card to activate my Trip Protection Insurance. If it had been mentioned as a requirement I certainly would have paid for my flight with my American Express Card. I was assured by the American Express XXXX Agent that I had nothing to worry about it. The agent would not even have been aware of whether or not I had to fly to the resort or if I was driving there, using Frequent Flyer miles or going by rail train. This airline ticket requirement would deny a traveler that used any of these other modes of transportation from buying Trip Protection Insurance. Why? In XX/XX/XXXX, I contracted XXXX XXXX and I was not able to go on the trip. I called American Express as soon as I found out that I had XXXX XXXX to cancel the trip and file a claim under the Trip Protection Insurance which I was assured by the American Express/XXXX Agent in XX/XX/XXXX that I qualified for. American Express told me to call XXXX Insurance to file my claim. The XXXX Insurance Agent told me that I had to send all the necessary forms to XXXX including my airline ticket that was paid for with my American Express Card. This airline requirement had not been mentioned to me when I called to purchase Trip Protection Insurance in XX/XX/XXXX. I expressed my shock upon hearing about this requirement for the first time since it was not articulated to me previously during my XX/XX/XXXX phone call. The XXXX Agent said she was upset as well because agents do not properly inform clients of this airline requirement. I reiterated that I was not informed of this airline requirement and asked for it to be noted as part of my statement regarding my claim. I added that was not my fault that I did not fulfill the airline requirement due to the fact that it was never mentioned as a requirement for Trip Protection Insurance during my XX/XX/XXXX phone call with American Express/XXXX and asked the Agent to continue to process my claim. A few weeks later I called XXXX Insurance to inquire about the status of my claim and to my dismay was told that my claim was denied because I did not purchase my airline ticket with my American Express Card. I then filed an appeal with XXXX since I was never told of this unfair codicil. After numerous phone calls I was finally connected with XXXX XXXX from XXXX. Since all calls to XXXX are recorded, I asked XXXX XXXX to listen to the phone call or review the transcript of my XX/XX/XXXX phone call to XXXX. The recording will clearly show that I was never informed of the Airline Ticket Clause and I was talked out of purchasing additional Trip Protection Insurance by the XXXX Agent due to the fact ( stated by the Agent ) that Trip Protection Insurance was already included with the purchase of the resort reservation using my American Express Card. I also asked XXXX XXXX to provide me with a copy of the transcript of the XX/XX/XXXX phone call with the XXXX Agent. I explained that a review of that phone call will definitely prove that no mention of an airline ticket was ever mentioned and my claim should be reinstated and approved. After not hearing back from XXXX XXXX for several weeks, I called her again to inquire about the progress of her investigation into my appeal. She again repeated that my claim has been denied due to my not purchasing an airline ticket. I asked if she had listened to or read the transcript of my XX/XX/XXXX phone call. XXXX XXXX admitted that she did not listen to or read the transcript of my phone call. I then asked how she could deny my claim since she refused to listen to the evidence I offered her in defense of my appeal. She said management listened to the call. I expressed my disbelief at that remark. If she is the agent in charge of my appeal, isnt she obligated to listen to or read the transcript of the phone call? I requested to speak to the management representative who reviewed the call. She denied this request. I again requested the transcript of the XX/XX/XXXX phone call be sent to me. XXXX XXXX told me to get a lawyer and subpoena the transcripts of the XX/XX/XXXX and XX/XX/XXXX phone calls to XXXX. I asked XXXX XXXX if she was an XXXX Agent and if she was employed by XXXX or American Express? She replied that she was a licensed Insurance agent and provided no additional information. I am asking for your help in getting XXXX to pay my claim as it is undoubtedly valid and not having the money has created a severe hardship for me as a retiree. Please let me know if you need any additional information. Thank you very much for your consideration. Sincerely, XXXX XXXX
Company Response:
State: NJ
Zip: 07430
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: So on XX/XX/XXXX a XXXX transaction was made from my card. From a company called XXXX. I called my bank when I noticed the transaction. They sent me a fraud report and told me it would take 45 days for them to investigate. American Express Serve is the bank. I waited the 45 days as they said I had to. They say I should have received an email which I did not. Stating they denied my claim and all I can do is reopen the investigation and wait an additional 45 days. According to them I made the purchase and I need to contact the company which is XXXX. I don't know this company. I have never dealt with this company. And I want my money back. But the bank refuse to help me. Instead they were rude to me. And told me either reopen the investigation or that's it. I'm upset. Because I did not make this transaction and the bank refuse to help me.
Company Response:
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A