Date Received: 2022-05-19
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received an offer for Delta SkyMiles Amex Gold Card ( XXXX XXXX ) with {$99.00} annual fee waived for the first year. Called twice to confirm fee will be waived ( on XX/XX/XXXX # XXXX and XX/XX/XXXX # XXXX ) but received first bill with a prorated fee! I called a third time to complain ( on XX/XX/XXXX # XXXX ) and was told the " back office '' determined fee would not be waived in spite of my written offer and my being told twice fee would be waived. Plus, I was not informed the fee was reinstated when Amex made this back office determination. Am waiting to hear Amex resolution.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I WAS ALERTED WITH NUMEROUS OF ALERTS FROM Y CREDIT PROFILE THAT SOMEONE HAD RAN MY CREDIT! XXXX XXXXXXXX XXXX FINANCE WAS JUST ONE OF THE SEVERAL THAT I DID NOT AUTHORIZE. ALL OF MY LOANS ARE THROUGH MY CREDIT UNION XXXX XXXX. THERE WAS ALSO ONE FROM XXXX BACK IN XXXX THAT I DID NOT AUTHORIZE. I ALREADY HAD A CARD WITH THEM THAT I WAS APPROVE FOR BACK IN XX/XX/2021. AMEX ON XXXX XXXX WAS RAN TWICDE ON MY CREDIT. I WAS ALREADY APPROE WITH THEM A DAY OR TWO BEFORE WITH XXXX American Express.
Company Response:
State: IL
Zip: 60466
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XXXX XXXX 2021 I was issued a 5000 Grant from the XXXX XXXX XXXX I had the money deposited into my American Express Serve account it was for my XXXX XXXX XXXX XXXX once the funds were deposited into my account my account was closed out due to what they say is fraud because it came under XXXX XXXX instead of XXXX XXXX I sent them proof of where the funds came from a copy of my identification card saying my middle name is XXXX as well as all the proof they asked for my account has been closed since XXXX XXXX of 2021 and I still have the 5000 in my account that has not been returned to me I have tried numerous times to resolve this problem with no luck
Company Response:
State: MI
Zip: 489XX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Called the companies to let them know about the unknown inquiry and asked for them to investigate and delete within the time frame designated by the CCPA
Company Response:
State: CA
Zip: 91768
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: When I moved from XXXX to XXXX, I must have missed changing my address on my American Express account. This never caused an issue until my grandmother, who had lived with us, lost her home and moved in with my uncle. Somehow, AE found HER address, which was and is in no way connected to me -- I don't even know that address by heart and have it nowhere connected to me -- and started sending her collections notices. This is an issue for two reasons, one being that they had to have gone out of their way to get her new address, because there is absolutely nothing connecting me to it, and two is that I had no way to know they had closed my account and sent it to a collections agency. I am a student working part-time and had enrolled in their financial hardship program to lower my monthly payments. I had my account on auto-pay, and the payments have been coming out of my account, monthly, for the past few years. However, for some reason, they seem to have decided that this was not enough and I was no longer afforded financial support and sent me to collections without me knowing that anything was wrong because on my end I had been making my monthly payments. When attempting to resolve this, I encountered a significant amount of issues. First of all, when trying to sign in to my account I was told that my login was incorrect. Simply trying to resolve that took literal days of fighting with the website as it would crash every time I tried to change my password. When I was finally able to get in to my account, I found the collections notice and attempted to contact the number necessary to resolve the issue. However, every time I called, I was met with a message stating that the call could not be completed. This happened every time. I spent hours trying to get through to an agent using the regular customer service line, which fought me every step of the way because it kept trying to just send me back to the broken line. In the end someone finally took me and was able to patch me through to the collections, where I explained the situation and had them change the address to my current one, and explained my financial situation and that I had been paying my bill. She told me that it had been fixed and that she put a note in my account that I was working toward paying with the lower balance due to my financial situation. I believed her and thought it was fixed. However, today I got another text from my grandmother with yet another letter sent to her house from American Express, a day after I had paid off a signifigant amount of the total ( XXXX ). She is in a panic, worried that they are going to come after her and that she will be XXXX again. I tried once more to get in touch with AE to resolve this issue and express my displeare at their dishonesty, yet came upon the same issue. I can not log in, I can not change my password, I can not connect through the phone, and after some digging I found a customer service email that I attempted to contact, only to find that it is " permanently diabled ''. The amount of stress they have put us both through is enormous and unfair, and it is clear at this point that they are purposefully making it as difficult as possible to contact them, so that this issue can not be properly resolved. They lied when they claimed to have resolved it the first time, went behind my back to harrass my grandmother, went out of their way to get her address when it is in no way connected to me, went behind my back to send my account to collections despite my financial assistance enrollment, and their technical difficulties are bordering on purposeful abd malicious. I am to the point of wishing I could afford a lawyer so I could sue them for the emotional toll this has taken on both myself and my poor grandmother. Please, please help me, because they have proven that there is no hope of getting this resolved through their company.
Company Response:
State: ME
Zip: 04103
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American Express refuses to redeem my points for a statement credit for travel purchases made. Its been over a month and they still tell me theres and error somewhere in the process. I have qualifying purchases and they refuse to correct the situation and credit my account.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: American Express is trying to make me pay XXXX XXXX Bills. I used to work for the company but no longer do. Their corporate card is charging me interest and delinquency charges on some debt that XXXX will not disclose to me. I only used the card for XXXX work expenses. the purchases are not even mine. Now XXXX and American Express wants me to pay for XXXX purchases. I left the company XX/XX/XXXX.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I am filing a dispute against serve because my card was stolen and fraudulent transactions were made without my permission or knowledge. I was incarcerated when the fraudulent transactions were made. I contacted Serve several times. I filed the dispute with them on XX/XX/2022. I was incarcerated from XX/XX/2022 until XX/XX/2022. I called them on XX/XX/2022 to report the Transactions. The rep told me that they will give me a Privisional Credit by the XXXX business day. The XXXX business day was on XX/XX/2022. I filled out the Fraud Declaration form that they required & Uploaded it to my account. But yet they have still yet provided me with any information regarding my dispute, nor have they provided me with a Privisional Credit.
Company Response:
State: RI
Zip: 02907
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Full Balance for American Express was paid off and yet it shows deragatory. It was paid off through XXXX XXXX and nothing has been done to remove it. Unreal that this still happens.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
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: This situation has gone on longer than a month ( almost two ) so I need my issue to be urgently escalated : I have been trying to resolve this issue with Amex since XX/XX/XXXX of XXXX and the customer service department has yet to be able to connect me with the right person for assistance. I have wasted an unacceptable amount of time over the past two months being bounced around from one support agent to the next and have never once been able to speak with someone who could provide clarity or resolve. As someone who runs a customer support department, the last thing I want to do is write a complaint but after two entire months of trying to resolve this with patience, I dont see how else I could possibly be connected with the right person. I canceled my XXXX XXXX card well over a year ago, however, I had a travel credit with American Express Travel. When I called Amex Travel on XX/XX/XXXX to use my credit for about {$370.00} to book a flight ( which I have done multiple times via Amex XXXX in the past ) the remainder of the balance was supposed to be charged to my XXXX XXXX XXXX XXXX Unbeknownst to me, the rep I spoke to charged my long-canceled XXXX XXXX card. As this card was canceled back in XXXX, I was no longer observing my balance because no balance was supposed to exist. I had no reason to be keeping tabs on a statement that I didnt even know existed. In fact, I was only made aware of this balance when I received the notification that it was past due via a phone call the week of XX/XX/XXXX. In this phone call, it was also shared with me that my XXXX XXXX and XXXX card were being paused until I satisfied the balance on the closed card that I have no access to and did not even know existed. How is this possible? How can a person pay a balance on an account that is closed? Why would a customer owe late fees on an account that no longer exists? I completely understand that mistakes happen so I assumed this would be an easy fix once I was able to speak with Amex. Unfortunately for me, its been a never ending disaster of me being passed from rep to rep who either are too limited in their allowances to help me ( although some truly have tried and I appreciate it ) or supervisors who dont seem to want to help to resolve the issue. All I want is for any late fees to be removed and for someone to move the accurate charge from the incorrect closed card to one of my current cards, which is exactly where the charge should have landed in the first place. I was told a rep could at least help me with that balance transfer but instead my XXXX XXXX charge has now been disputed. I never once requested a dispute nor would I since I did receive the paid for services. When speaking with your representatives, I have most often been asked Cant you just pay the bill? HOW? How do you pay a bill for a card that is canceled? I have spent countless hours on hold, been passed around endlessly, switched to the wrong person, verified my account more times than I EVER want to again, and still NO RESOLUTION. After a call yesterday where I once again recounted this entire issue, the supervisors response was, So, youd like to book a trip or a flight? Is that correct? Please tell me who can help resolve this so I can reach out to them. This charge was very clearly mistakenly placed on the wrong card but fixing this very simple mistake seems to be taking a village and still not reaching a resolution. I am requesting all late fees be removed from my due balance, the appropriate charge be moved to one of my current Amex cards, and for those current Amex cards be reinstated for use. How quickly can this be amended for me?
Company Response:
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A