Date Received: 2023-12-26
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I got an American express gift card for XXXX XXXX tried to use it online at several places, XXXX, XXXX ect nothing works always declined by bank ( American Express I assume ) so the card is useless wondering if they can just send a check have spent several hrs. on the phone to their customer service centers both online and the number on the card they don't seem to know what to do either, said keep trying. In one case I heard a rooster in the background, so I wonder if it's even legit
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: American Express responded to CFPB complaint XXXX on XXXX XX/XX/XXXXXXXX XXXX In their response they explain my account was charged-off due to the alleged return of a payment in XX/XX/XXXX that would not have covered the minimum payment required. From mid XXXX until late XXXX I had no ability to access my account through the AmEx customer account web portal. During that same time AmEx provided instructions for me to log into a different system to manage my account. Unlike my regular portal account, this account access required a different set of credentials. A XXXX XXXX e-mail from AMEX instructed me to register for a new portal account. Per the provided instructions AmEx claimed I would simply need my reference code ( zip code ) to access my account. Yet the website itself required the full fifteen ( XXXX ) digit account number and 4-digit security pin on the physical card a card that AmEx acknowledges was canceled in XXXXXXXX XXXX XXXXXXXX This did not just happen once, but twice corresponding to the transfer from collections agents : XXXX XXXX XXXX XXXX XXXX XXXX. Thus AMEX engaged in deceptive acts or practices because it provided incorrect/ withed correct information necessary for me to use ( make payments on ) my account ( see XXXX XX/XX/XXXX e-mail from AMEX XXXX XXXX XX/XX/XXXX e-mail from AMEX ). In the second instance I was harmed because autopay with the original collections agent stopped because AMEX transferred the account to a different collections agent in XXXXXXXX XXXXXXXX. Since I had not received statements I filed CFPB complaint XXXX on or around XXXX XX/XX/XXXX. It read in part " could retrieve statements using URL available through instructions. Told acct not handled by American Express. I have not received statements in nearly four ( 4 ) months despite continuing to reside at same address. Received first communication from second agency XXXX on XXXXXXXX XXXX XXXX claiming ''. The XXXXXXXX XXXXXXXX AMEX response did not address my inability to manage my account. I filed CFPB complaint XXXX on XXXX XX/XX/XXXX. AMEX responded on XXXX XX/XX/XXXX acknowledging they'd provided the incorrect information for me to manage my account with the collections agent " the URL that was provided shows it is a working URL and was provided as a way for you to make your payments. However, you did not have your Card information to access the site. '' For clarity the instructions from AMEX sent on or around XXXX XX/XX/XXXX stated " You [ pay ] your balance online at www.americanexpress.com/waytopay using reference code XXXX to access the website. '' Thus, I was provided with false information necessary to log into the account and manage payments and lost access to the normal AMEX website to make payments. In their XXXX XX/XX/XXXX response AMEX states " It is important to know your account status for the month of XX/XX/XXXX was reported as 60 days past due, however ; we received a payment on XX/XX/XXXX, for {$200.00} which was less than the minimum payment due on your enclosed XX/XX/XXXX statement, this caused your account to report on XX/XX/XXXX as 30 days past due. This payment was then returned on XX/XX/XXXXXXXX XXXX XXXX by your banking institution, as such, your account was accurately reported as 120 days past due on XX/XX/XXXX. Our response to your prior correspondence filed with the CFPB, reference number XXXX, advised of this returned payment. For clarity, XXXX was filed on XXXX XX/XX/XXXX and AMEX provided a response on XXXX XXXX XXXX Thus, I had XXXX ( XXXX ) notification from XXXX XX/XX/XXXX until a response to CFPB complaint XXXX on XXXX XX/XX/XXXX -- that's two ( 2 ) years later. Although returned, if the two-hundred ( XXXX ) dollar payment was not " enough '' to meet the minimum payment, this implies I was not receiving statements. In the XXXX XX/XX/XXXX AMEX response, AMEX claims " we are accurately reporting your account and we are unable to remove the account from your credit report. '' However, this is false. In general 15 U.S.C 1681s2 prohibits data furnishers from furnishing information to the CRAs it knows or has reasonable cause to believe is inaccurate. Similar language applies to CRAs under 15 U.S.C. 1681e. While the respective language is different for each the XXXX XXXX has recognized the synergy between the language of both stating in XXXXXXXX XXXX XXXX XXXX XXXX' Although the majority of cases involve the duty the same standard of accuracy applies to a furnishers response under 1681s-2. Both 1681e and 1681s-2 serve the same purpose : ensuring accuracy in consumer credit reporting. A CRA can best fulfill its obligation to report accurately under 1681e if it receives accurate information from a furnisher under 1681s-2, ''. Likewise, the XXXX XXXX came to a similar conclusion in XXXX XXXX XXXX XXXX XXXX, " Section 1681s-2 at times uses incomplete or inaccurate. E.g., 15 U.S.C. 1681s-2 ( b ) ( 1 ) ( E ). Section 1681e, on the other hand, speaks only in terms of 'maximum possible accuracy. ' One might draw the inference, then, that accuracy and completeness are different... We think not ''. From the XXXX XXXX and XXXX XXXX we can then arrive at an understanding that if CRAs are required to report information in consumer files with maximum possible accuracy, it is then incumbent upon data furnishers themselves to supply consumer information with maximum possible accuracy. The same standard of accuracy applies to both. Quoting from the XXXXXXXX XXXX " Courts have long understood that, when it comes to the FCRA, accurate means more than just 'technically correct. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) ). For the definition of incomplete and inaccurate information one can look to the XXXXXXXX XXXX " We have interpreted the phrase 'incomplete or inaccurate ' to encompass not only false information, but also correct information that nevertheless create [ s ] a materially misleading impression. XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The information AMEX has furnished to the CRAs has been misleading since XXXX XXXX XXXX AMEX was notified I was not receiving paper statements. Per the XXXXXXXX XXXXXX/XX/XXXX e-mail from AMEX, I was to be able to log into the alternative web portal to make payments, but was unable because AMEX provided incorrect information for me to be able to login. I had no knowledge a payment was returned on XXXX XX/XX/XXXX. AMEX states they made me aware of that in response to CFPB complaint XXXX, which was supplied on XXXX XXXX XXXX. AMEX received multiple billing error notices between XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX, but never conducted a billing error investigation before the account was charged-off on XXXX XXXX XXXX. Yet according to, 12 C.F.R. 1026.13 ( b ) ( 1 ) if a creditor has failed to send a periodic statement, the 60-day period runs from the time the statement should have been sent. Once the statement is provided, the consumer has another 60 days to assert any billing errors reflected on it. I was never sent statements BEFORE the account was charged-off. And, withouut conducting a billing error investigation, AMEX charged-off the account on XXXX XX/XX/XXXX, in the process violating 12 C.F.R. 1026.13 ( d ) ( 2 ) - ( d ) ( 3 ), which prohibits a creditor from taking any adverse action on an account before a billing error investigation has been conducted under 1026.13. After filing multiple billing error notices in XXXX my ability to login to AMEX regular website was restored. I logged in on XXXX XX/XX/XXXXXXXX to find a credit of around XXXX XXXX XXXX XXXX XXXXXXXX ) dollars had been applied to my account, and a XXXX XX/XX/XXXX electronic notice which informed me my complaints were ( now ) being investigated no payment was due at that time. Yet, given the recap above, AMEX continues to verify that all the information furnished to the CRAs for my account is " accurate, '' even claiming the reporting of a charge-off status in XXXX ( as explained in AMEX XXXX XXXX XXXX ) was " accurate '' for a charge-off that allegedly took place XXXX XX/XX/XXXX. Given the situation recapped above, there nothing accurate about reporting a payment history from XX/XX/XXXX to XX/XX/XXXX " paid on time, '' followed by a period from XX/XX/XXXX to XX/XX/XXXX alleging payments were late by an additional thirty ( 30 ) days over that period of time, followed by a period XX/XX/XXXXXXXX XXXX XXXX XXXX " paid on time, " followed by a period from XX/XX/XXXX through XX/XX/XXXX XXXX with payment history alleging advancing 30 day delinquencies until reaching 180 days past-due. There is nothing accurate about payment history that then reports 180 days past-due for XXXX ( XXXX ) straight months until the account was reported as charged-off in XX/XX/XXXX. It's so bad the Date of First Delinquency, which determines how long any charge-off stays in a consumer file, reports as XX/XX/XXXXXXXX XXXX Yet, the account, was alleged charged-off by AMEX, wrongfully I might add, on XXXX XX/XX/XXXXXXXX XXXX The Date of First Delinquency is the date of the first delinquency immediately prior to the charge-off. That date wouldhave to be in XXXX IF AMEX alleges the account was charged-off XXXX XXXX XXXX Overall, the information AMEX is furnishing to the CRAs for XXXX and XXXX continues to me materially misleading and most-definitely has caused me harm since XXXX. I've been denied stable housing because of the defamatory information AMEX continues to furnish for this account in XXXXXXXX I will close by offering another falsehood alleged by AMEX in their XXXX XX/XX/XXXX response to XXXX. AMEX claims, " there is no option to block or to opt out of credit reporting. We are required by laws and regulations to report the status of an account accurately to the national credit reporting agencies. '' This is patently false. According to 15 U.S.C 1681s2 ( b ) ( 1 ) ( E ) ( iii ), " if an item of information disputed by a consumer is found to be inaccurate or incomplete or can not be verified after any reinvestigation under paragraph ( 1 ), for purposes of reporting to a consumer reporting agency only, as appropriate, based on the results of the reinvestigation promptly [ the data furnisher shall ] ( iii ) permanently block the reporting of that item of information. '' And, AMEX knows or has reasonable cause to believe the information they are furnishing to the CRAs is prohibited because in does not meet the accuracy/completeness standard under 15 U.S.C 1681.
Company Response:
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
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: There was a charge for {$68.00} from a restaurant in XXXX on my credit card that I did not order, make or authorize. AMEX has refused to credit the amount to my card.
Company Response:
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
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: A merhchant named XXXX billed me on XXXX XXXX, 2023 for XXXX for a charge that I do not recogonzie. I asked AMEX to check-in with the Merchant ( which does not have a phone number or reply to emails ) to provide evidence that I authorized these charges. AMEX has not been able to provide any evidence that I authorized these charges but are re-billing me. In fact, on XXXX day ( today ), AMEX sent me documents that do not provide my name, address, phone number, or email address to allege that I authorize these charges. The documents show somebody else 's name, email address, and address so that is proof that I DID NOT AUTHORIZE THESE CHARGES. AMEX is discriminating against me as a minority by falsely re-billing me and CFPB should fine AMEX for this.
Company Response:
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I have XXXX Hilton Honor American Express XXXX XXXX cards, and XXXX of XXXX benefits is that there will be XXXX Hilton Honor credits within the XXXX date, and you will have to check with the agent on how much credits you have left, it wont appear on the App nor the website. So I checked with the Amex XXXX on the web chat and request to check how much credits that I have left for the remaining of the year before I decide what hotels that I should choose so I can fully utilize my benefits, and according to the agents, both of my cards still have full XXXX credit remaining for the XXXX, I trust them so I choose to stay with the XXXX resorts in XXXX XXXX to enjoy my benefits for the remaining of the XXXX, however, after I completed my stay with XXXX XXXX in XXXX XXXX, Amex only credit me part of the part and stating that I have spent part of my credits, which I have no clue why the agent lied to me about my resort credits for misleading information.
Company Response:
State: CA
Zip: 94578
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was a victim of the XXXX data breach. I want these item 's Deleted from my credit reports. As you can see, the XXXX actually deleted them. because I was a victim of this data breach.
Company Response:
State: CA
Zip: 92354
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: After asking these questions the customer service representative told me that the online stores I was shopping at were not accepting the American Express gift card even though the places I shopped at said they were accepting it. When I explained that I have used it in store at various places the customer service representative proceeded to repeat the same thing over and over again. Stating that the stores I was shopping at was not accepting the card and to try a different store. I have tried everywhere. Including fast food places and various in store retailers. I can not use the card and the customer service is no help at all.
Company Response:
State: KY
Zip: 42240
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: i received a {$75.00} and a {$25.00} amex XXXX gift card from work. on XX/XX/XXXX i tried XXXX online it declined. on XX/XX/XXXX i attended to use the card at XXXX and it declined. i called customer service and they said those companies do not take amex. they both do because i have a separate amex card that i personally use. I tried XXXX again because she said XXXX should work, but it doesnt. i tried postmates, but that didnt work either!!! I read that XXXX can add an amex card to the account but that did not work either because it requires a zip code??? i gave multiple! called service they said there is no zipcode for the card. XXXX. no place takes this card!! i called customer service back and they were incredibly useless. they can not send a physical card or give me a visa. but for some reason, XXXX and XXXX can take XXXX cents off of my card multiple times, but decline my transactions!!! this gift card fiasco has been frustrating over the holidays. i couldnt buy a single gift with it. At this point i would like a check with the money. XX/XX/XXXX customer service and card!!
Company Response:
State: GA
Zip: 30046
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I made a call to customer service on XXXX XXXX to resolve the issue with how I wasnt able to spend the mobey on the gift card at certain places like the local market or a gas station. They recommended to use the card at more popular locations and that alsos didnt work since I used it at a XXXX and XXXX as well but it didnt go through either. The card is shown as active online and is told active when called up for the balance with the number provided on the back.
Company Response:
State: MO
Zip: 63021
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I activated and then tried to use my Amex XXXX Card at : XXXX to pay for products XXXX to buy a XXXX card XXXX restaurants to buy XXXX cards XXXX restaurants to oay for food ( XXXX ) XXXX bars to pay for drinks ( XXXX ) Link to XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX retailers I called Amex twice to report the problem. I checked it was activated and then tried it again at XXXX, XXXX and many XXXX stores and at restaurants and bars. It still does not work anywhere I have tried ( more than XXXX sites, bars and restaurants. I can not even check the balance of the card on the Amex site after XXXX attempts.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A