Date Received: 2022-01-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had several accounts with American Express back from XXXX to XXXX. Unfortunately, I became ill in XXXX and was unable to meet my credit obligations. I did inform American Express of this. Ultimately my accounts were closed and charged off. When I was able to return to work and in the process of repaying my credit obligations I made contact with American Express and informed them I would like to repay any outstanding balances owed on my accounts. They were all too happy to hear this. All the accounts were repaid in full to their internal collection department. When I was setting up the repayments I made it crystal clear that once the obligations had been repaid ; the accounts would report to the credit agencies as paid in full and closed. No, write off, no charge off. Well in true American Express fashion they did not do what they agreed to and on all three credit reporting agencies, it reports as negative and continues to report as a negative month. I view this as a punitive action on the part of American Express, they had been repaid and didn't suffer any loss on these credit cards yet they have a long-standing history of sticking it to a consumer who falls behind. I have disputed these accounts with XXXX, XXXX, and XXXX XXXX several times to no avail and now seek help from the CFPB to correct the misgivings of this large and powerful company.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I charged the amount of {$64.00}, twice, to my American Express Platinum charge card on XX/XX/XXXX for seat assignments. One was done with entering full credit card details, the other done using XXXX XXXX, which stores digital card/token issued by American Express on my XXXX and uses to process payments. American Express Platinum has a benefit that issues credits against incidental airline fees up to XXXX US dollars per calendar year. Seat assignment should be eligible under this program. The program terms are attached. American Express did not process the credit within 4 weeks as so I inquired them on XX/XX/XXXX via chat feature on their mobile app. I was told the credit should post within 5 business days. On XX/XX/XXXX, I saw the credits posted with the date XX/XX/XXXX, but only for one of the two seat assignment fees. I inquired with the mobile app chat feature, eventually escalating to the supervisor, but was not successful at getting the credit applied. They were giving out the following reasons for not being able to do so, which I will counter below. 1. This transaction was processed through a " third party mobile wallet '' and not directly by the airline. Nowhere in the terms of the program states the charges must be directly from an airline. All it states is " Fees not charged by the Card Member 's selected airline do not qualify for statement credits, '' which is interpreted as the selected airline must be the merchant for the transaction XXXX XXXX XXXX in this case ). This interpretation is supported by the examples in the same sentence : airline wifi purchases sold by a different vendor, or fees charged by XXXX XXXX XXXX. Interpreting this as " no one involved other than American Express and the airline '' is absurd since all credit card charges must go through a payment processor. Also note that American Express explicitly advertises that XXXX XXXX transactions are eligible for regular credit card rewards and offers, as shown by FAQ in one of the attached PDFs. 2. It's because the way the transaction is coded. The second argument they used is that they can not reimburse me because the transaction is not coded " correctly. '' When I requested level 3 transaction data to back their claim up, they were unable to share any information to me. The two transactions, one that got reimbursed and the one that didn't, look virtually identical to the customer. The only differences are ( a ) transaction names are prefixed with XXXX, and ( b ) there is a " Method : Paid for with XXXX XXXX '' annotation when XXXX XXXX was used. The merchant is identified the same and the same type of XXXX XXXX. XXXX XXXX ( redacted ), is included. See the corresponding attached pdf for how transaction details looks like from the consumer web UI. Although they do have a line in their terms saying " the airline must submit the charge under the appropriate merchant code, industry code, or required service or product identifier for the charge to be recognized as an incidental air travel fee, '' the terms later in the same paragraph state : " we rely on airlines to submit the correct information on airline transactions, so please call the number on the back of the Card if statement credits have not posted after 4 weeks from the date of purchase. '' This line is effectively asking the customers to reach out to American Express when the coding and/or identifiers on the transaction are incorrect and therefore the reimbursement had failed to process automatically, so a manual human review can correct the problem when the transaction is indeed for an incidental charge from the airline. Thus, to deny reimbursement based on the basis of coding is absurd. Even if we interpret the prior line to imply " the transaction must be correctly coded to be reimbursed no matter what, '' it is nonetheless a deceptive practice to arbitrarily make decisions not to pay based on " coding '' or " identifiers '' that the customers are unable to check or verify, more so when the customer can see that the bank has correctly identified passenger manifest and the merchant ( which also determines the reward point multiplier ) from the information presented to the customer. As an American Express credit/charge card customer of several years, I am very disappointed to see American Express refusing reimbursement for the benefit I rightfully deserve, despite escalating to multiple levels of support to no avail. As a final note, I would like to warn everyone to think twice before they apply to an American Express credit/charge card product. You might think you're in the right after you attempt to read their fine print, but it doesn't matter if their support agents disagree and decide not to right the wrong for your benefit that was previously advertised.
Company Response:
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am filing a complaint on American Express ( AE ) Credit card company. In AE mobile App pay system, the payment status are two steps. Right after you make a payment, the status is " Processing ''. Later, in about 48 hours, the status is " Thank you ''. The second step shown to our consumers mean that the payment is done. This mobile App pay system give scams or cons a big opportunity and success to trick and victim people. I was recently, last XXXX, tricked by a scam using such system. I was offered a " purchasing agent '' job. In this offer, there was two-week trial during which I needed to use a credit card to purchase XXXX products. The cons gave me their bank account for me to do the mobile pay. I did a purchases of {$9300.00} of XXXX products on XXXX XXXX, XXXX by my AE credit card and used a bank account provided by the cons using AE mobile App pay system for the payment. The transition went through and the status is " Thank you ''. I sent the XXXX products out to the cons. On XXXX XXXX of XXXX, I saw on AE mobile App system the payment of {$9300.00} has been returned. I called AE., they told me that I was not authorized by the bank and the amount due day is XXXX XXXX. To get a peace of mind, once I learnt the payment was returned and the due day was XXXX XXXX, I paid it on XXXX XXXX using my own bank account. But AE returned my payment saying that the bank account was not correct ( it's impossible that I put a wrong account number since it needs to be put in twice ). I learnt later that AE used this to have me call them back so that they can have my banker on line to make sure I got enough money to pay the. This happens on XXXX XXXX. I had enough money in my account and the payment was done. On XXXX XXXX, I saw an interest charge of {$190.00} due to my payment was made on XXXX XXXX. One day late than the short notice due day set by AE. I got tricked because AE provides a unsafe mobile payment system and never inform our customers that a " Thank you '' doesn't mean the transition is completed and how long it takes to complete. It took them almost two months for the payment to return. I felt that AE is providing a very unsafe product and should be responsible for my loss. Also, AE should give me a billing cycle for the returned payment. Instead, they only give me one day for the due day and charged me for interest of {$190.00}.
Company Response:
State: UT
Zip: 84045
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: American Express cancelled my card, and denied my request to be reinstated. I sent a few requests to have my credit limit increases and was denied also.
Company Response:
State: MD
Zip: 20706
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Following up on a previous complaint ( ID : XXXX ), I confirmed that American Express does NOT have a Welcome offer that ever states that the card user must purchase {$5000.00} in 3 months to receive 75,000 points. Screenshots from XX/XX/XXXX & XXXX, XXXX, as well as XX/XX/XXXX all indicate that the user must spend {$4000.00} in 6 months. The only change is the ability to receive 60,000 or 75,000 points. However, I signed up for the original offer to spend {$4000.00} in 6 months to receive 75,000 points. American Express has never provided me physical proof that the Welcome Offer I signed up for was the {$5000.00} in 3 months, as it does not exist and I did not sign up for that. I specifically signed up for the Welcome offer to spend {$4000.00} in 6 months to receive 75,000 points.
Company Response:
State: CA
Zip: 91311
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: NOTICE TO PRINCIPAL IS NOTICE TO AGENT NOTICE TO AGENT IS NOTICE TO PRINCIPAL I recently received a copy of my ( XXXX, XXXX or XXXX ) consumer report, and I noticed some late payments posted on my consumer report : AMEX Account Number : XXXX Your company is in clear violation of the law. Pursuant 15 USC 1681a 2 ( A ) ( i ) EXCLUSIONS- Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject tosection 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between theconsumerand thepersonmaking the report ; THE LAW CLEARLY STATES : Transactions between the consumer XXXX XXXX and the person AMERICAN EXPRESS Making the report is not INCLUDED on my Consumer report! A Late payment is a transactional history, My HISTORY with your company and CONGRESS clearly states that the reporting of Transactions or experiences between the CONSUMER and the PERSON making the report is not included on the consumer reports! YOU HAVE VIOLATED THE FCRA 15USC 1681a 2Ai by reporting this transaction or experience on my consumer which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS.You have 10 calendar days to update my payment history or delete all late payments from the below account AMEX Account Number : XXXX Failure to respond satisfactorily with deletion of the above Late Payments, will result in legal actions being taken against your company, for which I will also be seeking {$1000.00} per violation for : Defamation of Character Negligent Non Compliance Civil Liability Mental Anguish Fair Credit Reporting Act 15USC 1681 violations for willful noncompliance - 616. Civil liability for willful noncompliance [ 15 U.S.C. 1681n ] Best regards, XXXX XXXX
Company Response:
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Since XXXX of 2021 I have applied for the Military Lending Act with American Express. Since then they have been telling my my application is denied to this present day. Reason being that my eligibility does not meet the requirements of being XXXX XXXX at the time I applied. I have provided them documentation of orders that I have been on XXXX XXXX at this time. But after many attempts they keep saying that there is nothing they can do about it. They had no contact number at the DoD to discuss my case with and have been no help. The annual fee is about XXXX dollars for this card and they accepted me opening up the account before they could determine I was eligible for this act. I was just wondering if there was someone from the DoD that could inform me why I keep getting denied or someone provide me with a point of contact? Just feel really taken advantage of by American Express. Especially being someone who serves his country.
Company Response:
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In XX/XX/XXXX, I received an email from my friend referring me to American Express Gold Delta Skymiles Credit Card. The terms and the condition, as well as the promotion, clearly shows that if I ( the customer ) spend {$2000.00} within 3 months, I will get XXXX Delta Skymiles. I applied for the American Express Delta Skymiles card in XX/XX/XXXX and I was approved immediately for the card and shortly followed up by an email confirmation ( see attachment ). After I got the card, I spent {$2100.00} in XX/XX/XXXX, which was within 3 months after I am approved for the card, in accordance with the promotion requirement of the credit card. However, after I paid off my balance of spending {$2100.00} in XX/XX/XXXX ( one month after I got the card ) the XXXX did not show in my American Express Delta Skymiles account. In XX/XX/XXXX, I called the customer service twice and the representatives says that they can not help. The representatives says Although you are approved for the card, you was not approved for getting the XXXX. And this was not inform you in any emails. You ( the customer ) would not receive about this information unless you have called us ( the American Express ). I have asked twice about this statement and the representative replied me with the same answer. I have also used online chatting customer service. No one helped me. I believer this is a Bait-and-Switch Scheme. American Express send me an offer of the American Express Gold Delta Skymile Card, I applied and the American Expressed approved. However, after I spent the money using the card and paid off completely along with the annual fee, I did not get the promised offer that I supposed to get, which is one of the main reason that I have signed up for the card.
Company Response:
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was granted XXXX XXXX fees up to {$100.00} credit and I have renewed my XXXX XXXX membership as it will expire soon. Representative says I have to wait till XXXX, which does not make any sense whatsoever as my XXXX XXXX expires in XXXX. This forces the customer to pay out of pocket ahead of time to avoid getting a fee credit. Very discieving in terms of how the program works and doesn't benefit the member customer at all.
Company Response:
State: CA
Zip: 91792
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I'm not swayed that Bureaus efficiently pleased the principles of the Fair Credit Reporting Act in completing their investigation. The Bureaus are reporting inaccurate information on AMEX. Per FCRA, reporting must be 100 % accurate or the information must be deleted.
Company Response:
State: AZ
Zip: 85006
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A