Date Received: 2022-05-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: My partner has the American Express XXXX XXXX XXXX XXXX. We have several upcoming trips so she suggested I sign-up, I agreed and so she sent me the web link, which I used to sign-up before midnight on the evening of XX/XX/2022. After signing up, I noticed the mismatch in miles between the offer we saw on her screen when I signed up and what I received. The offer stated I would receive XXXX miles for opening and she would receive XXXX miles for the referral. The standard offer, that I ended up receiving, results in me only receiving XXXX miles instead and my partner receives XXXX miles. I dont know what went wrong, but after the mismatch, she referred me again via the email method in the hopes we could link it up that way to fix the issue. At the time of sign-up, I did not have any American Express credit card, nor have I have been referred to a credit card at American Express , so I was unfamiliar with the process and Im still unclear on the difference between the email and the web link. However, the initial complaint has been exacerbated and broadened as a result of the varying, inconsistent responses that have resulted from multiple attempts to contact American Express in order to remedy the issue. Ive also had issues with representatives pointing out the email link was sent to me after I had used the web link, therefore I shouldnt qualify at all due to the timestamp of the email link, though that doesnt make any sense based on the timeline of what actually occurred and what I've repeatedly explained to them. Upon seeing the inconsistency after sign-up when using the web link, I called early the next morning ( about six hours later ) to discuss with a representative. I was told they didnt have a record of the first referral using the web link, only the email one a few hours later. He said he thought hed be able to fix it, but after being on hold for 25 minutes the phone disconnected. He never called me back. I called back after waiting for ten minutes and spoke to a second person, this person told me that I should cancel the card and re-apply. I said Id have to think about it and would call back in a bit. About twenty minutes later, I decided despite the hassle, to just proceed with this. I called back, speaking to the third representative, and was told that would be a bad plan as Id only qualify the first time I ever applied for the card and they didnt think there was anything I could do. After disconnecting, I called new accounts and discussed with a representative specific to that department. He said that he believed itd be fixable, but that I should wait until XXXX XXXX and then call a dedicated phone number for new accounts. I then proceeded a few hours later when they opened to call this number. I was told they werent clear what had occurred, but that I could open a case and in two to four weeks someone would investigate and possibly be able to fix it. I gave them all the information and they created a case. Yesterday I received my XXXX miles and hadnt heard anything, so I called back this afternoon and the first person I talked with said I didnt have a case. She then put me on hold when I was adamant that I did indeed have a case, and after some time, was able to find it. She told me that it had been closed some time ago and that it was somehow determined that I had failed to use the correct link, though Im adamant I used the web link correctly. Once again, they're focusing on the email link and not the originally used web link. In summary, my partner referred me to a card she had, that I wanted and I successfully met the criteria for the miles. There was somehow a technical glitch somewhere along the line that prevented me from receiving most of the bonus miles and my partner was denied all of her miles for the referral. Ive spent three hours talking to six representatives, all of which gave me varying and contradictory information on how to fix the issue. My complaints : I didnt receive the terms of the credit card offer that were advertised, I consistently had issues with customer service regarding the opening/escalation of the issue and eventually wasnt notified of the closing of my case. Im not trying to use random codes off the internet to get better deals, but instead accepted a referral from my partner that we in good faith believed was a legitimate offer to increase our miles for upcoming trips, but instead, despite contacting American Express within hours of the issue, we spent several hours jumping between representatives who gave us contradictory information and I dont believe ever seriously attempted to rectify the situation in good faith.
Company Response:
State: MA
Zip: 02176
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My name is XXXX XXXX I am a former amex XXXX of 6 years and was separated from the company in XXXX. I am currently in the interview process for a XXXX role that seems to be held up in the HR ecosphere. Additionally I took all the knowledge I learned while at AMEX and started a small business just as we are instructed to do : ) XXXX XXXX XXXX is a XXXX XXXX Studio located in XXXX XXXX XXXX. Last year -Opening in XXXX of XXXX during the pandemic we did XXXX in revenue in just 3 months of XXXX. In XXXX - we grossed {$54000.00} all reinvested into the business. This year we are on track to do XXXX which puts our growth margins just under 20 %. My dream was always to have an Amex card- I would be jealous of colleagues that would pay with them in the cafeteria of XXXX XXXX XXXX XXXX. So when I received an offer for the business platinum card, I was in awe. This was the XXXXXXXX XXXX XXXX XXXXXXXX. At the same time I applied for my small business platinum card utilizing my business EIN guaranteed by my personal income, I also applied for a personal card. As a XXXX card holder since XXXX I had always wondered why that card limit never increased above XXXX but I continued to hold the card because of its value. Today after XXXX hour and XXXX minutes on the telephone- I was told by underwriting, and XXXX XXXX my SMALL BUSINESS platinum card ending in XXXX is only pulling my PERSONAL credit. And that the XXXX action on my account to suddenly enforce a limit of XXXX while Have an XXXX limit could not be changed. As a small business customer care professional- I would always transfer customers to credit that had an XXXX XXXX to have 1 time charges approved, or open up their lines because they were on vacation and couldnt make a payment until they returned. However- when I asked for the same experience as a BUSINESS owner I was denied. I would hate to believe that this is due to my complexion - or XXXX. I cant imagine a company as illustrious as American Express would treat one of their own so horribly. It is my hope that you all as my internal amex community can help to resolve the issue of my impending job opportunity and my limited amex platinum card.
Company Response:
State: AZ
Zip: 85260
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This complaint is regarding account information below that has not been investigated and no information given. Its been over 2 months with no information given to me regarding these accounts. I have no knowledge of these companies and they shouldnt be reporting as I never gave permission for the reporting per Section 1681a -I sent correspondence to the Credit Bureaus regarding this. I was never notified in writing per 15 U.S.C 1692ag prior to accounts being on my credit report, within 5 days. Moreover, these accounts violate debt collections, abusive and unfair practices per section 1692f ( 1 ) adding additional amounts.
Company Response:
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I had a Bluebird American Express XXXX XXXX XXXX. I would periodically load it from another account and I did a series of transactions it to make sure it was loading properly. Eventually it stopped working and I talked to customer service and they told me to call my other bank. Later that day, the account as closed and permanently suspended. I have no way to contact them other than to write them a letter. When I call them I get an automated message that tells me I'm suspended and I'm hung up on. This is completely ridiculous. I have now lost all access to the money in the account and they have basically blocked my number. There is no online customer service. I have no idea how I will get those funds so that's why I am reaching out.
Company Response:
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: AMERICAN EXPRESS ACCEPTED PAYMENT TO SETTLE DEBT THEY RECEIVED PAYMENT AND REFLECT O BALANCE BUT SETTLED. I NEED TO ACCURATELY REPORT PAID IN FULL AND TO DELETE BASE ON AGREEMENT THAT WAS TOLD TO ME WHEN SETTLING ACCOUNT.
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: When I signed up for the Amex XXXX credit card on XX/XX/XXXX, I saw online that there was a XXXX point promotion online. After I signed up for it, I saw that I was going to receive XXXX points because the person on the phone said that was the promotion attached to it. However, because I was under the pretense that it was XXXX bonus points ( as advertised in numerous places online ), I went ahead and called Amex on XX/XX/XXXX, and someone on the phone confirmed that I would be receiving XXXX points. However, I saw on XX/XX/XXXX that only XXXX points were deposited to my account. I tried calling, and they did not confirm the phone call on XX/XX/XXXX. I am upset because now there have been two false promises- one for the XXXX point initial offer, and the second being that they would honor that enrollment bonus on the phone call on XX/XX/XXXX. Now they are not honoring that phone call, and are not acknowledging the phone call where someone confirmed that I would be receiving those points.
Company Response:
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I had a {$100.00} gift card not used in a sealed envelope from American Express, when I open the envelope and check the balance it only has {$76.00}. I complained to American Express and somebody made multiple transactions in XXXX California and they told me " We would like to inform you that the gift card is a non-disputable product as per the gift card terms and condition '' This is unacceptable, how can there be transactions when I just opened the envelope.
Company Response:
State: NY
Zip: 11801
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 U.S.C. 1681b - U.S. Code - Unannotated Title 15. Commerce and Trade 1681b. Permissible purposes of consumer reports ( a ) In general Subject to subsection ( c ) of this section, any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 1 ) In response to the order of a court having jurisdiction to issue such an order, or a subpoena issued in connection with proceedings before a Federal grand jury. ( 2 ) In accordance with the written instructions of the consumer to whom it relates. ( 3 ) To a person which it has reason to believe -- The accounts below hould not be reporting on my credit reports by law : AMEX ( Account numberXXXX ) opened XX/XX/2019 XXXX XXXX ( Account XXXX ) opened XX/XX/2019 2019
Company Response:
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: For the last month I have been getting calls from American Express for another person. I have explained to representatives daily for the last 3 business days ( XXXX, XXXX, and XXXX ) and again today, XXXX that I am not the person they are looking for. One rep attempted to imply I am somehow associated with XXXX XXXX, however this is not the case. The number they are calling has been my registered number for over 15 years. I am beyond frustrated and annoyed now as I'm wasting time at work talking to representatives to be assured I will be removed however that has not happened. I do not have a card or account with American Express AT ALL.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I paid what I was told was the payoff. Only to be bill again. I paid off 2 accounts at the same place on the same day. One shows on my credit zero balance but the other doesn't. On this same day I paid off many cards a still some will not zero out on my credit. I have gone through the process of fixing it and still no update. I also have hard inquiry from XXXX a company that only read one page of a 2 page application where my income was on the second page. They also will not get the information and correct their error or remove the hard inquiry. I have an excellent score this is not to better it. It is not fare what they are doing. Fare Credit Act not here.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A