Date Received: 2021-12-18
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX : I initiated a feature with American Express that they call " Plan It ''. This feature allows you to take larger purchases and set them up on what is essentially a payment plan. It forgoes the normal Credit Card interest rate, instead opting for a flat fee up front and flat fee monthly. I used this on a large {$7400.00} purchase, with a 9 month term. XX/XX/XXXX : First statement ( attached as XXXX XXXX ) with this plan in place was issued. XX/XX/XXXX : XXXX statement paid, now 8 months/payments remaining on Plan It term XX/XX/XXXX : XXXX statement received ( attached as Statement XXXX ) XX/XX/XXXX : XXXX statement paid, now 7 months remaining on Plan It term XX/XX/XXXX : XXXX statement received ( attached as Statement XXXX ) XX/XX/XXXX : XXXX statement paid, now 6 months remaining on Plan It term XX/XX/XXXX : I contacted customer service via their Android App to inquire about how making additional payments would be handled when the Plan It was in place. I was hopeful that making an extra payment would reduce the monthly amount due for the Plan It. They confirmed it would indeed behave in that fashion. ( Screenshot of this discussion is attached as XXXX ) XX/XX/XXXX : When my card had no other balance, I made an additional {$1000.00} payment in hopes of lowering the monthly Plan It amount due and lower the monthly payment as previously advised as it would help me with my monthly cash flow. I did notice until later, but this actually did not lower my monthly payment, instead it lowered the Plan It to 5 payments/5 months left, ahead of schedule. XX/XX/XXXX : Received XXXX statement ( Statement attached as Statement XXXX ) XX/XX/XXXX : Paid XXXX statement, and afterwards realized that the amount due for Plan It did not change, that instead a month had been removed from the term length, but I still had a Plan It payment due with this statement despite my earlier payment. Effectively this moved my final payment date 1 month earlier then expected. 4 payments/months in Pay It term remaining out of 9 total payments, even though only 4 months have passed. XX/XX/XXXX : After realizing the above, I contacted customer support again via their desktop website, to try and clear things up. Mentioned that things didn't happen as I expected from what they told me and would rather have the payments lowered with the original term lengths, or my {$1000.00} refunded and the month added back to my Plan It. I was again repeatedly lied to. The first representative told me he looked at the previous chat, and said I was told things that I was not, evidenced by the XX/XX/XXXX screenshot. This then got escalated to a manager who continued to lie to me and told me a month had not been removed from the Plan It, and that the {$1000.00} payment did not go to the Plan It, despite their website and statements clearly stating otherwise. If you look at my XXXX statement at the bottom of page XXXX, it very clearly shows that my payment is {$820.00} per month, and that {$1800.00} was paid towards it in XXXX. I did mis-speak during this interaction thinking that my original final payment was in XXXX, because at the time, I thought my first payment was XXXX. This was inaccurate. As noted above, first payment was in XXXX, so original final payment would be in XXXX, and due to the extra payment current final payment was moved up to XXXX. Customer service said they were willing to refund me the {$1000.00}, but they were not willing to add that balance back to the Plan It or add back the 1 month term to the Plan It even though it had been removed, meaning that {$1000.00} would be due again at my next statement instead of on the Plan It schedule like it was originally. They have effectively moved my due dates forward 1 month, and refuse to put them back to the original dates. This full interaction is attached via XXXX screenshots of their desktop website chat client labeled with the date followed by a number XXXX through XXXX which denotes the sequence they happened. Everywhere possible, I tried to leave some overlap of the messages so that you could match them up and follow the sequence to ensure nothing was left out. These screenshots are in the attached XXXX file. Additional Notes : I've searched the various Plan It documents and the AmEx website, and how extra payments does not seem to be detailed officially anywhere. I find the fact that they don't disclose this while customer service is actively lying about it, and then moving your due dates forward to be dishonest, immoral, and predatory.
Company Response:
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: not getting my platinum card statements, they blaming USPS, its not USPS as i am getting my other amer exp statements.
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I have been promised that my card points can we used to book the tickets but I am try to book my tickets since last 1 year and I am not able to book any tickets, they are fooling me and I am starting cumulating the point without any use of those points. I have complained to American Express multiple time and I have replied no solution from them but only false promises to resolve the issue.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My score drop a XXXX points say that I applied for credit cards.I did no such thing I only applied for XXXX XXXX and XXXX XXXXXXXX credit cards.my purse was stolen from out of XXXX XX/XX/2021 every since then I been seeing inquiries on my credit report I been trying to dispute them but not working.
Company Response:
State: FL
Zip: 32277
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts do not belong to me. Please remove the negative items as soon as possible, because they are hurting my credit. XXXX CARD Account Number : XXXX XXXX Account Number : XXXX AMEX Account Number : XXXX XXXX XXXX BANK XXXX XXXX Account XXXX XXXX XXXX XXXX XXXX XXXX Account Number : XXXX
Company Response:
State: CT
Zip: 06473
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I spent XXXX $ at XXXX for room upgrade and other room charges. I stayed at hotel during XXXX XXXX at room XXXX. According to the term I should get 10 % back for what I spent however offer was not activated
Company Response:
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX is not reporting three paid off accounts from American Express, XXXX, and XXXX XXXX
Company Response:
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX is not accurately reporting XXXX accounts that have been closed this month showing balances that have been paid in full.
Company Response:
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Amex keeps changing my payment requirements without notification. I have been hacked every day for three years and to protect my account I gave let my balance stay high so the hackers can not make multiple fraudulent charges to my account and pay over the phone with a representative when I need to make a purchase. Several times I have tried to call and make a payment to open up enough credit on my card only to be told I need to pay sometimes as much as three times the amount I need to charge. Last time in Tuesday XX/XX/2021 I needed to charge {$590.00} & pay the remainder of my statement {$220.00} and Amex requested a payment of {$2000.00}. Was told a letter was mailed to my XXXX XXXX XXXX day before on Monday XX/XX/2021 which I would never have revived in time and did not have sufficient time to respond and take steps to make such a payment. This has happened once or twice in the past few months and may also be a stall tactic to enable the car rental company to mess around with my rental car. Separate issue that law enforcement has been notified as XXXX is looking into.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have tried to cancel my Credit Card with American Express 4 times now and the card is still open. American Express continues to charge me fees when I don't have a balance. Each time they haggle me and pass me off, leave me hold for over an hour. The last 2 times I have called American Express I was on the chat line for over an hour before they agreed to cancel but they did not. In the meantime American Express continues charging me annual fees and interest when I don't even have a balance.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A