Date Received: 2022-03-12
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: First I complained about an unauthorized card. Now they cancelled my card and kept my money. " Serve '' prepaid American Express.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My name is XXXX XXXX. On XX/XX/2022 my federal tax return was deposited to my American Express Serve card. That day I used my card and withdrew {$700.00} and made approximately {$50.00} in other charges, gas, etc. I was unable to withdraw more than {$750.00}. However, the following day ( overnight while I was asleep ) someone I let stay with me stole my card and made over {$3200.00} in fraud charges before I woke up and realized and cancelled my card and requested a new Serve card. I started a dispute over these fraud charges in which I was declined a few days ago. This seems so unfair that they could fraudulently charge more than I myself was even allowed to make purchases on the previous day! Any help is greatly appreciated!
Company Response:
State: IL
Zip: 62040
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, I discharged both my American Express bills, they cashed the negotiable instrument. But not for the complete amount of coupon. UCC3-603 states if they endorsed the back of the negotiable instrument which they have. Then all debt should have been discharged. I will be contacting the attorney general about this matter of extortion from American Express. Thanks XXXX XXXX
Company Response:
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2022-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I'm having so many issues with American Express to get my past due reporting fixed.. My closed Gold card was reporting past due XXXX XX/XX/XXXX 60 days XX/XX/XXXX because of past due fees and finance charges, I thought I paid my account in full but later received a letter that the fees had been waived. I called to check on the reporting around XX/XX/XXXX and the person told me that the past due reporting had been removed due to the nature of the balance. I recently reviewed my credit report and the past due history continues to report. I called a couple weeks ago and the agents were less than useful, for people working for one of the best credit card companies, they did not know what they were doing. They kept telling me that they don't have records of the reporting past XXXX, but if you're reporting the information to the bureaus you need to keep records of the information. The " supervisor '' told me that a case would be opened to have the information reviewed but when I called back today, the agent wasn't able to provide any case information ( this agent was great btw, not a lot he could do to help ). As much as I love my Platinum card, the service I receive is not what you'd expect for a {$600.00} XXXX. All I need is for the information to be updated like I was promised by the agent I talked to a few years ago. If there is no record of the call where I was given incorrect information and then it should be removed because of poor record keeping. It's ridiculous that for a company like American Express, there are so many hoops to jump through just to get information about my credit cards.
Company Response:
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/2022, I sent out a payment for {$7200.00} in the form of a remittance payment coupon to my American Express credit card account. They received and signature accepted my mailed payment on XX/XX/2022, at XXXX, which was sent USPS certified mail. I spoke with them via online chat on XX/XX/2022, in the early afternoon and there was no discussion of the amount of payment that was sent. [ Conversation is attached here. ] I questioned how long would it take for my payment to post to my account and they answered 7-10 days from the date of postage ( the date it was sent/put in the mail, which was XX/XX/XXXX ). This meant that I needed to wait until XX/XX/XXXX ( the 10 days ) for the payment to post or be deemed missing. On XX/XX/XXXX ( 7 days after mailing ) at XXXX, I received an email that the beginning reads as follows : " Dear XXXX XXXX XXXX XXXX You contacted us about a payment of {$7200.00} that has not yet been credited to your account ending in XXXX. To resolve your claim at the earliest, we request you to send the below information regarding the missing payment ( s ) in next five calendar days. '' [ A screenshot of this email is attached to this complaint. ] I HAVE NOT TOLD THEM THE AMOUNT OF MY PAYMENT THAT I SENT TO THEM, so how do they know that it was a {$7200.00} payment that is missing? From the date the payment was dropped into the mail on XX/XX/XXXX, up until the time that I received the email on the morning of XX/XX/XXXX, the ONLY communication that was had was via that chat ( which is all attached to this complaint ). I did NOT express the amount of the payment in that chat. There has been ZERO other communication other than that chat. So .... The only way that they could say that the {$7200.00} payment is missing, is because they have received the payment and saw the amount. Also, they sent the email on XX/XX/XXXX, saying that the payment is missing which is only 7 days after it was dropped in the mail. Per their policy, they estimate 7-10 days from the mailing date before payment would be posted. Why would they email us 7 days from the mailing date saying that the payment is missing when they allow up to 10 days of processing time? Not to mention the ONLY way they could know the payment amount is by receiving it and seeing it themselves. I spoke with them on the phone today, XX/XX/XXXX in the afternoon EST, and when I asked them how they knew that we sent a {$7200.00} payment, they could not tell me. And I know that I have still not told them the amount that I sent. I also asked why they sent me an email stating that the payment is missing after 7 days and they allow up to 10 days before it is deemed missing, and they also could not give me an answer. I was told that they need to forward my questions to " somebody on the payments team '', but that I could not speak to them myself. They said I would hear back from somebody with answers to my questions regarding how they found out that the payment I sent was for {$7200.00} and also why they deemed my payment missing after 7 days when their policy is to allow up to 10 days. They said it would take 7-10 days before I would get a response to these questions and that it would come either through email or a mailed letter, they do not know which. When I asked if I could speak to somebody or get the contact info to contact them, they said I can not. They also said that even tho I will get a response to my questions in 7-10 days, they said it may take 30 or more days to complete the payment process. I did not understand why this is and I feel this is completely unsatisfactory. They clearly have my payment and are not posting it to my account, or delaying in doing so. There is quite literally ZERO ways for them to know how much that payment was that I sent other than for them to have already have it in their possession and I do not feel I need to show proof of this, however I can absolutely do so because I have all the documentation to proof it. And all of the documentation and conversations that have been sent and had are being uploaded to this complaint as prove. Please, continue to my requested resolution to the issue below.
Company Response:
State: FL
Zip: 34771
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2019, I applied for an Amex Sky miles XXXX card and got approved immediately, they pull my XXXX credit report. I decided to look at other credit card offers that I pre qualify for on the website which was the XXXX and XXXX XXXX credit card. Altering submitting in the application, I was denied. The same day I contacted the customer service line, to find out what was the reason. A rep stated I had several collections and my ut is very high, I stated to her that incorrect. I waited a week later because I was told I will get noticed in mail however I didn't. 2 days ago I contacted there customer service line and was transfer to the reconsideration department where they will manually review my account and get back to me and will pull my credit again. No one ever got back to me so I decided to call and to hear bad new they will not consider my application even though I was told yes they will and will run my credit again. my credit is over 740 's, I have zero collections, I have less than 2 credit inquires .... with that being said I will decline there reason for denial. Consumer where born with open end credit which means creditors should not deny us credit. 15 US 1691, says we shall not be denied or discriminated when it comes to approval of credit. I feel as if they have no valid reason of denial and this is unlawful.
Company Response:
State: GA
Zip: 30035
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Good afternoon, I am a XXXX American Express customer and generally plan to pay my monthly balance in full each month. Recently, American Express advertised and promoted a service called Plan It, which allows for customers to pay purchases over time for a fee. In this instance, American Express was promoting this service for no fees to attract customers. On XX/XX/XXXX, I created a Multi Transaction Plan for {$5500.00} to be paid over 12 months with a monthly payment of {$460.00} and no monthly fee. This information can be verified in my credit card statement with a closing date of XX/XX/XXXX. Over time, I have noticed that it is easy to make payments to American Express using the app or website, but very confusing to see how payments are applied. The credit card statement with closing date of XX/XX/XXXX, shows that American Express applied payments to my Plan balance, something that I did not intend to do. Payments that were submitted that were in excess of my non-plan balance were applied to plan ( {$2700.00} ). The result now is that I have a balance of {$6600.00} due this month, rather than {$3900.00}. From my understanding, if I do not pay this amount, I will start accruing interest on my non-plan balance pursuant to my cardmember agreement. On XX/XX/XXXX, I called the American Express customer service telephone line indicated on my credit card to see if they could help. The first customer service agent asked a series of questions and indicated she could not help and transferred me to the plan department to see if they could assist. The plan department asked me the same series of questions and indicated they could not assist. The plan department also indicated they could not escalate the issue. On the same date, I signed on to my American Express account and initiated a chat with an agent seeking the same help. Two agents and one supervisor could also not assist. I am forwarding this complaint as I feel that it is confusing for customers to see how their payments are applied when they are making payments on their accounts with American Express using their online tools ( website and app ). Credit card companies should not penalize customers for paying early so that they can collect interest based on a confusing payment hierarchy that is not easily seen or understood. Thank you for your time and consideration.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I had a late payment on my amex account. I recently fell on hard times due to covid. I tried to pay as soon as i could. I explained to them what my issue was and they never responded
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Due to the pandemic I have been unemployed. I've made every effort to contact this company and be transparent regarding my situation. American Express initially put my alleged accounts in Forbearance status for sometime, and stated that if I was still having difficulty resuming payments to let them know. I called in XX/XX/XXXX prior to the forbearance ending to notify them that I was still in the process of securing employment, however, I was told that I exceeded the forbearance limit for both alleged accounts and that I had no other options aside from paying the monthly amount that was owed. On XX/XX/XXXX I mailed a Debt Validation Letter and Cease and Desist Letter to American Express. I received an email notification on XX/XX/XXXX at XXXX, stating that they received my communication and will not contact me regarding the alleged debt. However, if payment for alleged debts is not received within 30 days of the email communication ( XX/XX/XXXX ), that alleged accounts could be sent to a legal collection agency. The alleged accounts were also closed without my consent. Both alleged accounts are being reported as closed and past due with all 3 credit reporting agencies. Below are my concerns and violations of American Express : - I, XXXX XXXX, am the consumer original creditor, natural person pursuant 15 USC 1692 a ( 4 ). The term " creditor '' means any person who offers or extends credit creating a debt or to whom a debt is owed, but such term does not include any person to the extent that he receives an assignment or transfer of a debt in default solely for the purpose of facilitating collection of such debt for another. I extended my social security credit card to open alleged credit card accounts, meaning that I am the original creditor. - Closing the alleged accounts without written instruction of the consumer, is a violation of 15 USC 1681b ( a ) ( 2 ) - By reporting invalidated information to the credit agencies American Express is committing fraud under both Federal and State laws- Per 15 USC 1691 ( d ) The term " credit '' means the right granted by a creditor to a debtor to defer payment of debt or to incur debts and defer its payment or to purchase property or services and defer payment therefor. ( There should not be an issue extending the forbearance time frame for alleged debt ). - The letter states that all communication MUST be sent to the address listed in the letter, however, an email was sent. This shows a blatant disregard of my consumer rights. - American Express erroneous reports has violated me and hurt my credit worthiness as well as denial of future employment, and increased the cost of credit. Pursuant to 15 USC 1681 ( 2 ) ( b ) any authorization approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device should be excluded for a consumer report. - Threatening to send alleged accounts to a collection agency is not only a violation to me as a consumer, but also against the law. If alleged accounts are sold to a legal collection agency that would be an act of fraud and Identity theft which is against the law Pursuant of 15 USC 1681c-1 - Potential employers have questioned the negative remarks due to alleged accounts being listed on my report, which has caused me humiliation and has made it nearly impossible to secure employment due to my field of employment.
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I am an American Express Platinum Card Holder since XXXX and have paid my card balances In Full each and every month without issue. In XX/XX/XXXX, American Express auto-enrolled me into a " Pay Over Time '' feature : https : //www.americanexpress.com/us/benefits/payment-flexibility/pay-over-time/ which requires the customer to then opt-out of ... To which I did Opt-Out in the Fall of XXXX because it was tripping up my cash flow and account management as it would automatically transfer larger balances ( up to $ XXXX ) to this " Pay Over Time '' bucket and charge upwards of 22 % interest on these balances vs. the balance being paid in full which I had been doing without issue even during XXXXXXXX. AmericanExpress then re-enrolled me in XXXX XXXX into the Pay-Over-Time feature, even though I had already opted-out and once again are automatically rolling over large balances and charging 22 % interest vs. these balances being paid in full each month as I had been doing causing cash flow issues for me and my small business. The auto-enrollment into this Pay Over Time feature, even after I opted out in Fall XXXX constitutes deceptive business practices and puts the onus back onto the customer to opt-out when I was under impression that my balances were being paid in full each month as they had been since I became a member in XXXX... Adding insult to injury, AmericanExpress is also charging exorbitantly high interest rates on these " Pay Over Time '' balances of 22 % when interest rates were at their lowest in our country 's history, which amounts to Usury by any measure... I am incensed by their disregard for fair business practices and their arbitrary implementation of this program - even after opting-out - as well as the exceedingly high interest rates they charge on these high balances they automatically put in to this Pay Over Time bucket. It's clear to me what their end game is and their rationale for doing this - i.e. it pads their bottom line at the expense of consumers and small business owners like me who are the backbone of this country and will continue to be.
Company Response:
State: NY
Zip: 10012
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A