Date Received: 2022-04-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I recently reviewed my XXXX credit report and noticed Inquiries which I did not give authorization. The inquiries in question are as follows : AMEX bank credit cards. Inquiry date XX/XX/XXXX XXXX bank credit card. Inquiry date XX/XX/XXXX XXXX XXXX XXXX XXXX credit card Inquiry date XX/XX/XXXX XXXX XXXX XXXX bank credit card. Inquiry dare XX/XX/XXXX XXXXXXXX XXXX XXXXXXXX bank credit card. XXXX date XX/XX/XXXX XXXX bank credit card. XXXX date XX/XX/XXXX XXXX XXXX XXXX reseller. XXXX date XX/XX/XXXX XXXX XXXX reporters. Inquiry date XX/XX/XXXX I have reached out to the companies who pulled my credit report as well as XXXX to resolve this act of FRAUD, but to this date I have had no resolution from either party. I want these FRAUDULENT, unauthorized inquiries to be deleted from my XXXX credit report. They are damaging both my credit rating as well as my fear of being a victim of Identity theft.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Opened a Hilton Honors Surpass Card on XX/XX/1922 '. The welcome bonus being 130000 hilton points after meeting 2k spend in 3 months time. Today, XX/XX/1922 ', I had met the threshold and had reached out to Amex support to receive it, they denied it and gave me lip service and the run around as to why I'm not entitled to their offer they provided me. They're lying and scamming.
Company Response:
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Since XXXX XXXX I have been consistently paying off my American Express balance at about $ XXXX a month after having gone through a unexpected emergency which saw my credit pushed to its limits. I never miss payments and XX/XX/XXXX was the first month Id ever failed to pay of the previous balance. Since then the balance on my account has been steadily reducing and my credit score been improving. Before making my payment last month to American Express I took advantage of their Plan It program offer reducing my overall balance and setting my minimum payment for about XXXX of my overall balance to XXXX monthly. That was the XXXX of XXXX. On the XXXX of XXXX, I opened an email from American Express saying they were going to lower my credit limit if I failed to pay them {$1500.00} in three days. Having just 5 days earlier given them {$1000.00} for my due date I thought the email must be a scam. I checked my account messages and found nothing so I forgot about it. A week later I received another email saying they had indeed lowered my limit by {$4000.00}. Over double the amount my balance was reduced due to the Plan It option. Essentially raising my credit utilization more than it had previous been. When I contacted Amex about this issue I was first fed some lip service about why my limit had been reduced and then offered two options for resolution. The first an appeal, which was explained could be denied, or another guaranteed option for reinstating my limit paying them XXXX by mid XXXX. That is extortion. Plain and simple. This company who has, without fail, been paid every month, almost always above the min, offered my account an incentive to pay some charges over time ( for a fee! ) and then tried to extort another large sum payment after Id agreed to a XXXX minimum for a part of my balance. I had/have every intention to continue to pay far over any min, as I need to find a new apartment in the upcoming months and now will struggle to do so due to a reduction to my limit, affecting my credit score. Blatantly greedy, especially when the program is suppose to be a lifeline to those who could really use more time to pay off there balance. Please beware.
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Purchased XXXX airline tickets from Amex travel. Partially used points and charged the rest on XXXX card. Got confirmation and points were deducted and pending charge on account showed as transaction immediately. They never purchased the tickets and came back 5 days later and stated there was an error with my XXXX code. A representative later communicated this is not accurate because the charge went through and points deducted but they were not sure why the tickets were not booked. They notified me at XXXX at night and canceled them XXXX hours later. We called at XXXX XXXX when we woke up and opened the email that there was an issue. We were told that we had to rebook and tickets were {$12000.00} more in total than what we had paid and confirmed for. After 15 hours over 8 phone sessions and getting the run around, we were notified 14 days later that they would not honor the booking and blamed our XXXX code which is a lie as the charge could not have been made as pending if it was wrong according to their own rep. I asked them to record an official complaint on three different occasions and twice more on app but am doubtful that they did as I never received any help or response. I feel that they defrauded me and have been a customer for XXXX years without as much as a late payment. Something is wrong at this company and it has changed. I believe that the price of the tickets went up substantially after I purchased them and they found a way to back out by making up a fake reason and insisting that they emailed me XXXX things when only onewas sent which we responded to promptly after getting in the middle of the night. The first XXXX were apparently sent from XXXX teams which makes me think the issue was on their end as the third was a local based team. We triple checked all spam folder and had no issue getting the one sent in the middle of the night from the XXXX based team. Please prevent this from happened to someone else. They need to be held accountable. I will be discussing with our rep in congress who is very interested in these issues and letting them know that I have logged a complaint with CFPB. Thank you.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
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/2022, I contacted XXXX XXXX to take a course. Less than a w week later I have to cancel On XX/XX/XXXX, I contacted XXXX to take the XXXX course. I was contacted almost several hours within a day to make a decision. After I made the decision, a week before the course started after paying a total of {$1800.00} to XXXX, I had a death in my family. I contacted the representative who informed me that I can cancel and all funds will be refunded due to my state of grieving. In addition, on XX/XX/2022, I had technical issues with accessing the website. Each time I tried the access the platform, I was under the impression that it would work, I contacted XXXX and was told to reach out to " Please raise a ticket on the Dashboard where you can see the help section. '' I did and no one responded. I switched using XXXX and tried XXXX XXXX. The sit worked for 5 mins and then stopped. Dealing with the grief and was assured by the representative that since I have not started the course, then I would be refunded. I informed the representative, who identified himself as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX : XXXX XXXX, he assured me that the refund was completed based on the circumstances. Several weeks later, XXXX, re-charged my brother 's credit card for {$1800.00}. I contacted the merchant several times via emails from XX/XX/2022, to as recently as XX/XX/2022. To date, no one has contacted me to resolve the issue or attempted to offer me credit of any sort. Instead, they kept my money using some lame excuse of course access. Each time, I log in with the technical issues I experienced accounts for course usage really? I once again contacted XXXX, no one is answering the phone and it appears they are able to get away with my money without any intervention. This is unfair and unethical. Even with the email proof I sent. My brother and I contacted American Express and they stated they would assist us in getting our money back, to date. XXXX has yet to offer full credit for a course I have not taken. At no time, did they disclose the terms of usage or informed me that I would not have my money back. I hold American Express responsible for violating the Do No Harm principle in business transactions. INVOICE AND RECEIPT INVOICE # XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX, United States NA BILL TO : XXXX XXXX XXXX | XXXX ORDER # : XXXX ISSUE DATE : XXXX XXXX TOTAL : {$1800.00} COURSE DESCRIPTION PRICE ( $ ) QTY TOTAL ( $ ) XXXX XXXX XXXX XXXX in XXXX XXXXXXXX XXXX TRAINING TYPE : Online Bootcamp XXXX : XXXX XXXX XX/XX/2022 XXXX XXXX XXXX X XXXX = XXXX
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: i am unable to get information i have been locked out of my account 2 times and the company wont discuss issue its a security issue on there end and refused to fix
Company Response:
State: FL
Zip: 34491
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I have an Amex Gold card, of which a published benefit ( provided enrollment prior to XX/XX/XXXX ) was a complimentary XXXXXXXX XXXX XXXX membership ( since converted to XXXX XXXX. ) The membership began billing to my account automatically month on XX/XX/XXXX based on the card being enrolled in the XXXX app. The charge continued at the end of each month and I expect to see it post on XX/XX/XXXX as well. There has never been a corresponding credit. I contacted customer service on XX/XX/XXXX via phone. The representative agreed that I should be eligible for the credit and began to research the problem. He noticed that I have two authorized user cards in addition to the primary card ( what Amex calls the " basic '' card ) but they're all in my name. I explained that all of my Amex cards have the same last 4 digits which is very confusing when saving cards online so I requested additional cards to get unique numbers. He understood that but suggested that if I added one of the additional cards to XXXX that would be my problem, as the terms state the benefit applies only to the basic card. I confirmed that the basic card was the card that was enrolled in XXXX and he then told me he'd need to open a case. He gave me a case number. I did not hear back again from Amex regarding this matter. I followed up via online chat on XX/XX/XXXX and the rep " could not access that case number '' and asked me to explain the situation again. That rep informed me that the credit has posted on XX/XX/XXXX. I responded to the rep that a charge posted on XX/XX/XXXX but no corresponding credit and certainly no back credits from the earlier charges. The rep said I would see " the credit '' on my next billing statement but when I asked if this would include both the previous credits that never posted and would resolve the problem moving forward, he was uncertain. He then suggested that the credit was {$10.00} in XXXX Cash that I receive each month ; although this is a benefit of the card, it is IN ADDITION TO the free membership to XXXX XXXX and not instead of it. He was also unable or unwilling to have someone in a better position to help ( who could see the existing case number ) follow up with me. I determined the best way to get this issue in front of someone who could help to resolve it would be this CFPB complaint. Worth noting : I had an unrelated fraud issue on this account after submitting the original case. My card was replaced with a new card number. Therefore, the account information provided is the updated card information after the fraud reset.
Company Response:
State: MN
Zip: 55075
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX, the annual fee of my Amex XXXX card posted. On XX/XX/XXXX, I was trying to cancel it, but the webpage and mobile chat were both down, so I could not, and I assumed the phone department would not work because of that. I waited a day to contact Amex to cancel the card. On XX/XX/XXXX, I was told even if I closed the card, they wouldn't refund the annual fee because I was 1 day too late, and it's my fault that I did not contact them a day earlier although their chat was down.
Company Response:
State: TX
Zip: 78739
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American Express ( Amex ) has confiscated {$6500.00} of my " cash rewards '' after closing an account in connection with a ransomware attack in which the hacker triggered over {$4400.00} in fraudulent payments to Amex via unauthorized ACH withdrawals out of my XXXX checking account. I have requested that Amex reopen my account and restore my cash reward balance and Amex has refused. Only after I closed the account, and with the help of XXXX XXXX, was the {$4400.00} restored to my checking account. But Amex still has {$6500.00} that is rightfully mine. In early XX/XX/2022, I was subject to a ransomware attack in which a hacker gained control of most of my online accounts via a XXXX XXXX breach and demanded bitcoin payments to release the accounts. After several days of extremely distressing and entirely unsuccessful attempts to reach American Express fraud services, I closed my Amex account. While trying to reach Amex, the hold times were as long as 90 minutes. Sometimes the recording offered me the option to be called back. In one case, I received the call back, put on hold for 20 minutes, and then when an agent finally answered the phone, the call was promptly disconnected. One agent apologized and blamed the hold times on the XXXX in XXXX. In total, I waited on hold with Amex for at least 8 hours over the course of several days, during which period the hacker was continuing to drain my checking account. Simultaneously, the hacker attempted to open a XXXX account funded by my American Express card. As soon as the attack began, I phoned Amex and they cancelled my card and issued a new card. But before I even activated the new card number, the hacker used my Amex account to draw additional funds from my checking account. When I reported that to Amex, they suggested ordering a XXXX card. Clearly, this was the only step this agent had the ability to do, and at that point I asked to speak to the fraud department, and they refused to connect me, one of several times that Amex refused to let me speak to anyone at their fraud department. Efforts to find a phone number and call them directly were unsuccessful. Given the failure of Amex to address this crisis, I felt that I had no other option than to close the Amex account. American Expresss effort to address the threat had failed. Somehow the hacker obtained the new card account number and still had the availability use it to move funds out of my checking account. It was extremely difficult to close the account and again involved hours on hold. During a very long hold period and several transfers to other numbers where I waited on hold, I was finally transferred to an agent who could close my account. By that point, I was standing on a noisy sidewalk in traffic on the way to an appointment related to one of my other hacked accounts. The Amex agent first tried to talk me out of closing the account and sell me a different card. I repeated that I simply wanted to close the account and requested that he proceed to do that and skip the sales pitches, but he insisted that I had to listen to the sales pitches. The agent was very rude. I was extremely distressed and had difficulty hearing him on the busy street. I was running out of cell-phone power and was in search of a place where I could plug in my phone. During the call I feared I would lose the connection and be forced to begin the extremely painful process of closing the account anew. My focus was on stopping American Express from continuing to make unauthorized draws out of my checking account. I have recently been informed that when the account was closed my cash back rewards of {$6500.00} were forfeited as standard practice when an account is closed. I do not believe the agent informed me of this, but it was difficult to hear under the circumstances and in the context of the agent 's aggressive and persistent attempts to sell me another Amex card. Regardless of whether the agent informed me that Amex would seize {$6500.00} in cash rewards, under the circumstances I believe Amex should reopen this account, restore the cash-rewards, and address the serious shortcomings in their response to hacker attacks on their customers.
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: American Express is charging me {$98.00} interest on a purchase for a full month despite having paid off the balance in full.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A