Date Received: 2022-04-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I've been a card holder with AMX for over 33 years and this is only the second time I've gone to use any of the accumulated over XXXX award miles. On XX/XX/XXXX, I pursued an airline ticket purchase with the use of air miles through the American Express XXXX XXXX department. While the question asked of " what baggage allowance is there '' was answered only vaguely ( the rep noted that 'you can bring one bag ' but didn't seem interested in qualifying which 'type ' of bag this referred to. I asked if it was a bag that can be checked or a carry-on for the overhead or merely a bag for under the seat. I lost 2 hours to this call. After over an hour and a half I asked to speak with a supervisor. I held for 30 minutes and no supervisor was available who could answer this question. I put the ticket on hold after the rep ultimately outlined the bag is a carry on for the overhead. The following day, Sunday, XX/XX/XXXX since my boss had yet to approve - I phoned back and got a rep who was so much kinder and helpful. The rep the day before was literally rude and unkind. So on the XXXX, because I needed another 24hour grace period for the ticket before I knew I could travel these dates- we canceled and reissued the same ticket ( same route/times/dates/cost/airline ). Cost had been a factor for this trip - wanting the flight to be entirely covered by points. Given, I checked in with this kind rep, letting her know what occured the day pror with the attitude and difficulty getting clear information and asked if she was able to provide specifics for what baggage is allowed. She noted, after researching for 5 minutes or so, that the ticket themselves indicate that " First checked bag free not over XXXX and second checked bag free, up to XXXX lbs '' I had typed exactly what she noted when speaking of the allowability. 3 days ago, on XX/XX/XXXX, after phoning XXXX the day prior to figure out ideal amount of time to experience their county in an area not considered when purchasing the air ticket, I phoned AMX Travel center back to learn if our ticket was transferable - asking if we were able to change the date of travel. The answer was yes, but since the price/miles to use was higher I held off. Since I didn't want any suprises and I had been told two very different things regarding baggage and I wanted to plan accordingly ( as for example I could rent a sleeping bag there or bring my own and with what I learned on the XXXX I'd bring my own but I feared getting to the airport and THEN being charged - so I just wanted to eliminate any costly suprises by getting ahead of any potential issues. So I asked, on the call on the XXXX about the baggage allowabiliy. At first the rep said - you'd have to contact either XXXX XXXX or XXXX XXXX - " I'm not sure which '' when I outlined that this wasn't an acceptable answer and wanted to have this information be confirmed. She then researched and replied " you can bring only one item for under the seat - that's all ''. I explained that I held and ultimately purchased this ticket based on what I was told on the XXXX - adding " this decision had everything to do with total cost ''. I explained that this incorrect information ( three reps providing three different answers ) should not be let with myself holding the weight/expense for lack of good information. Too, I needed to qualify what the correct information was ... and I made it clear that I expect AMX to cover the luggage cost as this was the information given by their rep and this infomation had informed the decision to make this purchase! She put me on hold for 20 minutes and no supervisor was available. She noted a call would be made to me by a supervisor with in 24-48 hours. After 48 hours I phoned to indicate the lack of call received - she put me on hold for 25 min and said " no supervisor is available '' and I was so fed up that I don't recall what was agreed to next. I t hink this is when I thought " I won't do this any longer ''. These big companies have no respect or value for a consumer 's time and it is very frustrating. And what is worse - the company gives wrong information but doesn't hold itself accountable for it! The tapes of these conversations should be listened to - especially with the rude rep on the XXXX and the luggage statement of 2 checked bags which was made on the XXXX. And I should learn back that - if there is a cost for luggage that AMX is going to credit my card after the purchase is made. They should also do the other item that was promised by the rep on the XXXX which is to set my seat assignments for me. They promissed to call back the next day knowing my son wanted a window and I wanted to be next to him. The rep stated " I will come in tomorrow and set the seat assignments up for you ''! This didn't take place when phoning back on the XXXX. The other thing was when calling in to make the ticket change ( cancel and reissue ) on the XXXX the call/waiting/completion took 3 total hours.
Company Response:
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In XXXX, XXXX, I applied for an American Express XXXX XXXX ( Everyday ) credit card to take advantage of their " Welcome Offer to Earn {$200.00} Back '' after XXXX spends {$2000.00}. in purchases on the new XXXX within the first 6 months of XXXX XXXX. I have more than fulfilled the spending requirement and I called an AE agent on XX/XX/XXXX, to ask about the {$200.00} credit. The agent gave me a confirmation number for my inquiry and also stated that I would hear back from them with an answer to my question. I never heard back. On XX/XX/XXXX, I called American Express again as I hadn't heard anything back from them. This agent stated that my " welcome offer/bonus '' was " declined '', as my " account did not qualify for it ''. He also stated something about the offer being declined " due to a history of balance transfers ''. ( My credit score is XXXX and I haven't had a balance transfer in many years. ) After I asked to speak to a XXXX and, after much delay, I was connected to a XXXX XXXX. She stated that the welcome offer was declined due to " a welcome offer history in the past being taken advantage of ''. ( I have another American Express XXXX XXXX XXXX card which was opened in XXXX. ) I asked for more specific information regarding her claim of a past welcome offer being given me, but was not given any. I strongly feel that American Express has engaged in an unethical and misleading manner by misrepresenting their {$200.00} Welcome Offer for opening a XXXX XXXX American Express ( Everyday ) Card to me and others. Their practices are confusing and totally lacking in transparency. The reasons given me for their not honoring the {$200.00} Welcome Offer are pretextual. It is a " bait and switch '' tactic which is not only unfair, but unscrupulous. Please investigate these practices. Thank you.
Company Response:
State: UT
Zip: 84107
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: frequent and repeated use of automated machine to call... also, will not accept XXXX for payment.
Company Response:
State: CO
Zip: 80234
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over days and I havent received any investigation results.
Company Response:
State: MS
Zip: 39206
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I opened an American Express Serve account in XXXX. Never had any issues until last year. My unemployment started getting deposited to the account. I created XXXX sub accounts. The account holders also received cards. 1 of the sub account holders also received unemployment. The payments went to my account because there was no way that I could see to set up the direct deposit to the sub account holder. American Express Serve proceeded to lock my account with thousands of dollars on my balance I called and they said I violated their terms of service which is XXXX. I called and was told to write a letter I did that. Nothing was done. I was never notified of the lock or closure and they have my money. I have tried tons of times to speak to someone that can help and no one can. I have been dealing with this issue for well over a year now.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: On XX/XX/XXXX, a transaction of mines was not approved so I called AMEX immediately to inquire why. They tried to lie repeatedly and said I had a return payment on my XXXX XXXX XXXX XXXX of {$35.00} which was an absolute lie. I even called their bluff and had them 3 way call my bank the payment came from and the bank confirmed the payment came out on their end on the scheduled date of the payment. Showing there was an issue on their systems end! Instead they denied my credit limit increase citing the fake return payment excuse that was confirmed on their recorded line to be inaccurate. Ive been with American Express since 2018 with 6 cards, 3 high yield savings account and a rewards checking account plus a personal loan. Never late or returned payment now theyre trying to stick a fraudulent one on me to deny my credit limit increase!
Company Response:
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: Contacted American Express at XXXX. Reprenestive stated that the card was no longer valid and the funds have been turned over to the state and were told to check there was nothing they can do. Here 's the deal, it is a gift card where did they send the funds since there is no information given as to the address when purchased? I checked my state, nothing, and no way to check a gift card for unclaimed funds if there is no name or address. There is nothing on the card itself that explains that you have to use the card right away or that they will discharge the funds even though the card has an expiration date of XX/XX/24. THIS IS A SCAM.
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: secure american express employees have been holding over five hundred dollars of my money now for over a month and every time i try to call them i get hung up or placed on hold and when i finally get someone on the phone they say they have not gotten my documents when i have emailed them to them twice and faxed it once and also had technical support upload them once for me yet they continue to say they have not recieved them. and when i originally contacted them about the issue when the charges were still pending they wouldnt stop the charges from going through and now im struggling to get my money back and keep being mistreated and ignored and lied to by the staff.
Company Response:
State: NV
Zip: 89101
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: An American Express business card under XXXX XXXX XXXX XXXX was opened without correct tax ID and is being reported as delinquent under myself personally.
Company Response:
State: HI
Zip: 96707
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I made a purchase with my American Express card, for a vacation package. The date of the purchase was XX/XX/2022. The price of the package {XXXX} flight and hotel combine together. Unfortunately the flight was cancelled by the airline. On the date of travel. Citing issues with the airplane. The agent at XXXX ticket booth ensured me that I would get a full for the ticket only with 7-10 business. When I contacted the hotel they were giving me the run around which prompted me to file a dispute with my credit card American Express. The biggest mistake of my life. It has been an uphill battle getting this issue resolved. American Express will credit my account then reverse. This is a dispute nightmare. XXXX claimed that they attempted to refund me back my money but because I dispute the charges. Granted I was only trying to dispute the hotel charges. American Express took upon themselves to chargeback the entire amount. Causing XXXX refund to kickback. Then American Express turned around and refuse the chargeback. American Express is by far the worst credit company known to men. And I honestly believe that there needs to be an investigation on their business practice. This is the second complaint file with your agency regarding this matter with American Express. They will issue a XXXX apology give me a temporary credit then reversed the credit a week later. With no valid explanation. At this point something has got to give. I will include copies of the live chat conversation with XXXX to support my claims. But knowing how American Express does their dispute it really doesnt matter. Im only filing this complaint as my last resort. Before seeking legal counsel. Because American Express is not following their purchase protection claims policy.
Company Response:
State: FL
Zip: 34759
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A