Date Received: 2022-01-11
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XXXX I logged into My American Express account and was informed that my accounts have been closed. Their support team online provided a phone number that describes its working hours from XXXX XXXX XXXX XXXX XXXX eastern. I called this number 8 times and nobody was working. No written notice of account cancellation was provided. Nobody from American Express has attempted to resolve this issue in a timely manner.
Company Response:
State: NY
Zip: 11530
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2021 I used a XXXX search to find the american express hilton honors credit card it said this : Hilton Honors Credit Card | American Expresshttps : //www.americanexpress.com credit-cards hilto... Earn XXXX Bonus Points after you spend {$1000.00} in purchases on the Hilton Honors American Express Card in the first 3 months of Card Membership. I went ahead and ordered the card and spent {$1000.00} in the first month. I did not receive XXXX points. I was told on XX/XX/XXXX by their customer service that it says in the small print of the terms and conditions that they do not give any points. This is incredibly deceiving!
Company Response:
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: American Express credit card annual fee for me renews every XXXX. In XXXX of XXXX they offered XXXX of their points to renew. In XXXX they had not added it so after contacting them again they corrected their mistake and added them. In summer of XXXX they increased their annual fee and when I went to close my account a year later in XXXX of XXXX they are preventing me for the earlier reason. They are saying there is a XXXX dollar charge to close the account within 12 months even though their offer for the retention was made in XXXX this 14 months. American Express will only allow me to pay XXXX dollars to stay or XXXX to close my account even though I have held my end of the 12 months and they raised the fee nearly XXXX dollars a year.
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I deposited a check in the amount of {$10000.00} to an American Express National Bank high-yield savings account. The check was issued by the Texas XXXX XXXX XXXX which was providing assistance for rent payments I had fallen behind on due to Covid-19. After an 11 business day hold was nearly concluded, American Express froze the account pending identity verification. After this was completed, the account was unfrozen and I attempted to transfer half of this money out in order to pay my landlord some of what I owe ( a portion of these funds were allocated for future rent payments that were not yet due ). My account was again frozen hours later. I received no communication informing me of this action. I contacted Amex the following morning and was told my account was closed. When I inquired on the reason for this, I was told that Amex spoke with someone at XXXX who had told them the check was not payable in my name, so they closed the account. At this time they instructed me to contact the check issuer ( XXXX ) for a resolution. I have spoken to 5 employees at XXXX over a 2 week period, all of which had no idea why Amex was saying the check wasn't payable to me, as they all were able to independently verify that it was in fact payable in my name. The last employee I spoke to at XXXX XXXXnformed me that XXXX typically does not get involved with issues arising after funds are distributed, and advised me to seek resolution from Amex and if I was still unsuccessful, to consider seeking legal representation ( which I can not afford ). I again contacted American Express on XX/XX/XXXX, seeking a resolution, and was told the account can't be reopened, and they will not issue a replacement check to the address listed on the check. Amex again insisted I seek resolution from the check issuer to request a stop payment ( on a check that cleared and deposited XX/XX/XXXX ) as there was " nothing they could do ''. They would not provide me with a name of who they spoke with at XXXX, further details on how they concluded the check wasn't payable to me, or any further assistance. I am now facing eviction from my home thanks to American Express withholding these funds from me for roughly 5 weeks time now, for reasons they can't even or won't even explain. And it is apparently their inteintion to hold these funds indefnitely with no method of resolution being made available to me, outside of me figuring out who they need to talk to at XXXX ( concerning a problem that Amex seems to have created out of thin air based upon a conversation with XXXX they claim took place but that they have no details or further information on ) and having that person contact them to request the funds be released. As such, I am seemingly left with no other option than to file complaints with whichever regulatory bodies are tasked with receiving them in the hopes that I will eventually receive the funds to pay my landlord back long after I have very likely already been evicted from my home. So essentially, even when American Express does return the money that they should have never withheld to begin with, the damage that their absolute lack of due diligence and professionalism has caused in my life will unfortunately be irreversible, while the consequences the employees responsible for this situation face are likely to be non-existent
Company Response:
State: TX
Zip: 77590
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I received an email on XX/XX/XXXX, 2021, stating that my account was permanently suspended due to a violation of the membership agreement. At the time I had a balance of {$550.00} on the prepaid debit card. I have been trying to contact the company, but soon as I enter my account number into the system, the recording says that no one can help me and hangs up. I have also mailed in a letter to the address listed in the email and still have not heard anything or received my money back.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I believe I am a victim of identity theft. I disputed the fraudulent information ( AMEX ) from my credit report. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I have done many attempts to reach out to the Credit Bureaus and the company but they failed to give me any results or feedbacks about this concern. Please investigate and remove it from my personal credit file. Thank you. ( AMEX XXXX )
Company Response:
State: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I recently reviewed a copy of my consumer, and I noticed that it is reporting an experience with AMERICAN EXPRESS. The line of credit I have with AMERICAN EXPRESS is characterized as utilization on my consumer reports. AMERICAN EXPRESS IS ILLEGALLY REPORTING THIS EXPERIENCE ( utilization ) on my consumer reports. Regarding the : American Express Cash Magnet Card, AMERICAN EXPRESS is in clear violation of the law. Pursuant to 15 USC 1681a 2 ( A ) ( 1 ) EXCLUSIONS Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; THE LAW CLEARLY STATES Transactions or experiences between the consumer ( ME ) and the person ( AMERICAN EXPRESS ) making the report is NOT INCLUDED on my consumer report Utilization is an experience with the line of credit that was extended between the consumer ( ME ) and the person ( AMERICAN EXPRESS ) that is making the report. 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! AMERICAN EXPRESS HAS VIOLATED THE FCRA 15 USC 1681a 2 ( A ) ( i ) by reporting this transaction or experience ( Utilization ) on my consumer reports which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS. I mailed a letter to Amex expressing my concerns via USPS trackiXXXX # XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is XXXX XXXX who is submitting this CFPB complaint myself. AMEX account is inaccurately and erroneously reporting. Their intentional and willful furnishing of inaccurate information is a violation of FCRA Section 623 and according to FCRA Section 611. I have done many attempts to reach out to the company but they failed to give me any results or feedbacks about this concern. Please investigate and remove it from my personal credit file. Thank you. ( AMEX XXXX )
Company Response:
State: CA
Zip: 90301
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I sent a certified letter to Amex on XX/XX/XXXX tracking number XXXX XXXX XXXX XXXX XXXX.Requesting that they correct my credit report. Reference account number # XXXX .My credit report is reflecting a 30 day late payment for the month of XX/XX/XXXX. I have never made a late payment on this account. My account had a zero balance and no payment was due. During this timeframe, an unauthorized charge posted to my account without my knowledge. ( for a gym membership that had been closed ). I did not receive any alert or online statement informing me of this matter nor did AMEX take any action to contact me to inform me that a payment was due. I was notified AFTER the account was over 30 days late, I was not provided with any opportunity to ensure that my account was protected. I ended up paying the fee even though I did not owe it, which is unjust. Under the XXXX this fee should have been removed, which it was not. My account was marked 30 days late which I believe was an oversight on their part. I have always maintained an excellent payment history with AMEX and all my creditors for years. This unforeseeable incident has caused me to be unjustly denied a home loan. I am respectfully requesting that AMEX correct my credit report to remove this late payment so that I do not continue to incur any further adverse action. AMEX has not responded to my letter thus I am requesting your assistance to resolve this matter.
Company Response:
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2021 I deposited a check for {$3000.00} into my American Express National Bank High Yield Personal Savings Account. The check was written from the XXXX XXXX XXXX account of XXXX XXXX XXXX XXXX and was payment for freelance work. The check cleared and the funds deposited, but then on XX/XX/XXXX the deposit was rescinded and my interest deducted from my account. AENB claimed the deposit was a duplicate and the check had already been deposited at another institution. Since receiving the check, it has only ever been in my possession and I have only ever deposited it once. American Express claimed XXXX XXXX XXXX initiated the return and that my client needed to get documentation from them. I asked my client at XXXX XXXX XXXX XXXX to talk to her Bank and they provided her with documentation that the check had cleared their account on XX/XX/XXXX and deposited into an American Express National Bank account, including check images that matched my endorsed and deposited check. There is no record that those funds were being returned to the XXXX XXXX XXXX account, despite American Express insisting the funds were being returned to XXXX I provided the documentation to American Express with no response. Moreover, their insistence that the funds were being returned in XXXX business days has not materialized XXXX weeks later. As of now, XXXX XXXX XXXX XXXX does not have the {$3000.00} in their account, nor do I have it in mine. Twice I've been assured by American Express that my issue would be escalated to a supervisor, but in XXXX weeks I have heard nothing. Again, I have not deposited the check and the original is still in my possession. While XXXX has been responsive with the documentation they have, AENB has not and I am still missing {$3000.00}.
Company Response:
State: KY
Zip: 40223
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A