Date Received: 2021-12-16
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: GATESTONE COLLECTIONS. When making a payment no receipt or confirmation number is generated to verify the payment has been made. Even after the payment has cleared. Further, XXXX only shows the total amount owed and does not include the amount of the agreed settlement amount owed. It is also almost impossible to reach anyone at XXXX and further when you do reach someone they are in XXXX and do not understand or speak XXXX very well. XXXX XXXX
Company Response:
State: IL
Zip: 60061
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: Getting a credit card
Subissue: Application denied
Consumer Complaint: From the end or XXXX - mid XXXX. American Express ran 27 Hard inquiries on my credit file. without my consent In that time period I only applied for increases or new cards about 3 times only! Amex Almost every month for 9 months was denying me credit and putting hard inquiries on my credit. This is fraudulent activity and a 100 % violation of USC 6801 as this is fraudulent and deceptive practices. I was notified by XXXX and had them removed all inquires off my file but this still doesn't rectified what AMEX has done. I am willing to settle this here with them through the CFPB I've also attached a copy of my credit report from when the 27 injuries was on there as AMEX never reached out to explain this
Company Response:
State: NJ
Zip: 08873
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: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: The office of American Express is in XXXX XXXX and I am looking for legal help. I've been on the phone with them since my cheques were lost or stolen, XXXX of this year, I sent them a letter to XXXX XXXX which they probably never read, I tried everything I could to get a refund for my cheques and they are trying to keep my money by avoiding their responsibility of giving me a refund by saying " insufficient information '' and " information provided doesn't match ''. Ridiculous excuses to keep my U {$8000.00} and XXXX. After I filled the forms and submitted them they simply sent me a letter to XXXX saying they reject my claim for " insufficient information '', which is not true as I provided all information required. Then on the phone they said I should send a letter to XXXX XXXX, which I did, and after that I simply got told they reject my claim as my first call doesn't match the information provided on the claim forms. It is useless to keep trying to get any more information on the phone as " nobody knows anything '' regarding my case and refuse to put me on the phone with supervisor. Amex has refused to refund my lost/stolen American Express Traveler Cheques with the lonely excuse that my first call doesn't match the information provided on the claim forms. FACTS : My cheques GA XXXX to XXXX = XXXX of XXXX, GA XXXX to XXXX = XXXX of XXXX total XXXX and XXXX XXXX XXXX XXXX of XXXX {$200.00} each total XXXX were in the inner pocket of my backpack traveling with me until I realised on the XXXX XX/XX/XXXX they were not there anymore. They could have fallen from that pocket when I took something else or could have been stolen on the XXXX XX/XX/XXXX when my girlfriend 's cellphone and money was stolen from inside our tent. Attached evidence of police report. Whether the Cheques fall when I took something else from that pocket, or they were stolen, they were either lost or stolen and American Express should not deny a refund. Amex representative " XXXX '', who allegedly is the claim manager, distorted the facts and according to Amex representative " XXXX XXXX wrote in the system that I was in XXXX in XXXX, being this an evidence of unprofessionalism regarding the understanding of my case, as I haven't been in XXXX since XXXX. After providing all information asked by " XXXX '' in order to get my refund, he stopped all form of communication with me and I had to talk to someone else in order to know that my claim was denied ; this, showing again the lack of importance " XXXX '' gives to a claim refund. " XXXX '' says that claim has been denied by insufficient information provided, a simple arbitrary excuse, as all the information asked was provided but, as explained before, the information was distorted by representative. He even invented that my cheques have been " confiscated '' in order to skip the responsibility of Amex to provide refund. I had my goods Disposed, not confiscated as representative invents. And between the Disposed goods there were no Traveller Cheques. Evidence that my cheques were never confiscated is attached on the Disposal of Goods paper. Same representative said that information declared doesn't match although all information provided by written forms matches. Then he says that information provided on first phone call doesn't match the information provided afterwards. The fact that the information provided on my first phone call while I was " in shock '' right minutes after realising I've lost all that money in traveller cheques doesn't match with the information provided in the forms can't be taken as an excuse to deny the refund of my money. It's proven that we can't remember everything in details when we are in a state of shock. Right after realising my traveller cheques were lost or stolen I called Amex and a representative, for to ask me lots of questions all of a sudden which I had to reply immediately without giving me time to remember details of the facts. After the phone call I started to remember better alm the facts, which I wrote down in the claiming forms to get the refund. Denying the refund of my money because the information provided to the surprising questions of representative on the first phone call, while I was in state of shock minutes after realising U {$8000.00} and XXXX in cheques were lost or stolen is a malicious strategy to avoid responsibility of refund and keep the money. Representatives of Amex keep a avoiding giving me information on the phone regarding my case. Everytime I call they say that a representative will call me back and then never call, " XXXX '' never talked to me on the phone and representatives won't communicate me with him. They will all refuse to communicate me with supervisor and all refuse to provide full name of " XXXX '' or supervisor. They always end up hanging the phone on me when I ask to talk with supervisor. American Express convinced me to buy traveller cheques saying that is the safest for a traveller as if cheques get lost or stolen they'd give me a refund. Now that this happened, they avoid their responsibility and decide to keep the money under ridiculous excuses they can't even explain. For example : Cheques XXXX and XXXX belong to the same pile with cheques XXXX, XXXX and XXXX. Only the first two were lost or stolen. If Amex tries to avoid responsibility by saying that the traveller cheques were not traveling with me when they got lost or stolen, Amex will have to invent a story explaining how were those two cheques separated from the pile with the other three cheques, as I can prove those other three cheques were in my power after all other cheques were lost or stolen. Evidence is that I've cashed those three cheques in XXXX between XXXX and XX/XX/XXXX. I offer witnesses who have seen those traveller cheques in my power in XX/XX/XXXX in XXXX XXXX. My girlfriend XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX, my father XXXX XXXX and my brother XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX. Can you help me? Of do you know anyone who can help? I am XXXX. I've just lost all this money and I am not in conditions to pay a lawyer up front. Kind regards, XXXX XXXX
Company Response:
State: FL
Zip: 33139
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: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX the XXXX and XXXX the XXXX XXXX made numerous changes to my American Express bluebird card for a total of {$600.00}. I never order or received any products from XXXX. I have been unable to get a refund from XXXX or American Express. Please help me resolve this issue.
Company Response:
State: CA
Zip: 95503
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, I opened two 18-month CDs and two 12-month CDs at American Express National Bank XXXX When the CDs respectively matured, I asked the bank to transfer the full balance to my savings account. I realized that the way they calculated the interest means that they owed me one day of interest. I contacted them repeatedly via phone in the subsequent weeks but they did not resolve this issue. They sent me a letter via mail in XX/XX/XXXX that indicated the daily interest calculations for my CDs. In this record, it clearly shows that the bank did NOT pay me interest on the last day of my CD. After seeing this letter, I called them again and they still refused to rectify this. I am so disappointed in this bank that I transferred all of my accounts away from American Express National Bank. Given this, the customer service representatives were even more unresponsive to my requests to correct this interest miscalculation.
Company Response:
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I lost my card and they refuse to issue replacement card when I called customer service they tell me they cant issue new card that they need to change entire account number horribke experience BEVAUSE I have exhausted all card number I need a replacement and their refusing to issue me one give me hard time what type of customer service is this then their was fraud charges transactions made on the card I lost they never reimbursed me
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
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: XXXX says I owe money to American Express and XXXX bank!! Both accounts are paid off ; however, they refuse to correct error!!
Company Response:
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: The Issue. Requested Credit Limit Increase from {$33000.00} to {$65000.00} on XX/XX/2021. On XX/XX/2021, I submitted a request for a credit limit increase. After nearly 10 hours of actual phone time trying with AMEX trying to figure out why this has stalled, I still have no idea if this credit limit increase has been approved. Refer to the call history section below for details. The XXXX XXXX. This is absolutely no way to treat a XXXX veteran with AMEX. I have religiously paid my entire balance month after month for over 25 years, never once missing a payment. I have a XXXX XXXX that is steadily around XXXX. The current line of credit ratio of credit to earnings ( {$33000.00} divided by {$170000.00} is 19 % ). My current line of credit ratio of credit to earnings ( {$65000.00} divided by $ XXXX is less than 1 %. This journey has required over XXXX hours of my time to bring to closure. In addition, Ive been charged over XXXX {$100.00} in cell phone charges while remaining on hold for XXXX minutes at a time. I charge $ XXXX for my consultative time. This whole ordeal has now cost me approximately {$3100.00}. I want to see at least some portion of that {$3100.00} refunded to me by AMEX. Call History. XXXX XXXX Credit increase request made. XX/XX/XXXX. AMEX sends an email indicating need for financial records. XX/XX/XXXX. Financial records posted to AMEX-directed document upload by client. XX/XX/XXXX. Client called to check on the status, after being told to expect a XXXX day processing period. On this first call, I was told that the request should be completed by XX/XX/XXXX. XX/XX/XXXX. Client called to check on status. I was told there was something wrong with the request and it was stuck in pending. Further, I was told that a new request can not be submitted when there is one that is pending, and that I simply had to wait longer to receive a letter in the mail or a phone call. XX/XX/XXXX. Client received a voicemail from AMEX indicating that additional information was requested. The message did not state from what department the representative was calling, but only gave a callback number of XXXX. XX/XX/XXXX. Client returned call to AMEX. I started the call with someone who was able to tell me that an email was sent to me on XX/XX/XXXX that requested additional information. Additional information was immediately provided on XX/XX/XXXX, the same day the request was completed. The information was loaded to the AMEX designated site. I provided financial information including several bank account statements from my XXXX XXXX financial accounts. This representative put me on hold, and then I was disconnected within about 5 minutes. During the next 3 hours, I attempted to call that same number back. Each time, I was connected with someone who summarily told me I had to talk to the Credit Line department. Each time, I was placed on hold for over 30 minutes, at which time, the line was disconnected by the AMEX representative. On my fifth ( 5 ) call attempt, I was able to connect with someone in Customer Service who worked with the Credit Line department to review my account while I was placed on hold. After about 20 minutes on hold, I was transferred to XXXX ( XXXX ) in the Underwriting Department. She had no idea who I was, but she was the most helpful of anyone with whom I spoke on XX/XX/XXXX. She was able to confirm that the information requested on XX/XX/XXXX was submitted on XX/XX/XXXX. She was the only individual who stuck with me, checked in with me while I was on hold to apprise me of her progress, and seemed to have any interest at all in resolving the issue. XX/XX/XXXX ( XXXX minutes call ). Client called to check on the status. I was told that we had to resubmit the credit line increase request. I told the representative that Id already been told I can not submit another request when theres already one pending. Further, I tried that option through the phone branch, and it too said I can not submit a request because there is one pending. I asked the representative to connect me directly to the Underwriting Department so that the person who helped me on XX/XX/XXXX could re-engage on this issue. Though XXXX gave me her phone number, when I called that number ( noted above ) I was immediately routed to customer service. Though I was transferred to her on XX/XX/XXXX, this representative told me he could not transfer me to anyone in Underwriting at all. The representative attempted to create a new request, and as I told him would happen, he could not do so. He opened a second case for this issue, and when I asked for the case number ( XXXX ) it took him over 5 minutes to get that number. XX/XX/XXXX. Callback from Customer Service. Got disconnected in less than 2 minute. 23 minutes later I got a call back, and was directed to Underwriting again, XXXX XXXX. XX/XX/XXXX. XXXX XXXX called from Executive Office to let me know that her office is conducting its own investigation and the Executive Office will get back to me on Monday, XX/XX/XXXX. This is a simple transaction request either you can increase my credit limit, or you can not. With the financial information I provided, there should be no hesitation in increasing my credit limit. My earnings have increased nearly 10-fold in the past few years. If this is a problem for AMEX, I can certainly take my investing and money elsewhere. We await a resolution to this issue, but please know that our patience is wearing quite thin and will take action with the Better Business Bureau and other consumer help agencies if needed. UPDATED INFORMATION SINCE INITIAL DISTRIBUTION ON XX/XX/2021 On XX/XX/XXXX, at XXXX, I received a call from XXXX XXXX XXXX the Executives Office XXXX after sending the above letter to XXXX XXXX XXXX XXXX informed me that I needed to provide bank and savings information. I explained to XXXX that those accounts contain very small amounts of money because all of my financial holdings, liquid and investments, are housed in the XXXX XXXX accounts for which I provided statements. I am perfectly happy to provide the additional information, despite this contradicting previous information I was provided. I have been given no information regarding how to submit this additional information, and XXXX XXXX hung up on me.
Company Response:
State: WI
Zip: 53593
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX, I outgoing wire transferred {$3000.00} from my Kabbage account to my XXXX XXXX brokerage account. For reference, Kabbage is not a bank, but a fintech company that has an account with XXXX XXXX XXXXk. And XXXX XXXX has an account with XXXX and receives the customer 's deposit money through XXXX. I logged in to my Kabbage account and fill out wire transfer form, Of course, I correctly typed my name and XXXX XXXX account number as Further Credit to. However, unfortunately, the money was transferred to XXXX 's XXXX XXXX account with the further credit XXXX XXXX account number missing. On the XX/XX/XXXX phone call, the XXXX XXXX Money Movement team confirmed to me the situation below. They confirmed that {$3000.00} was deposited into the XXXX ' account, but XXXX XXXX could not deposit the {$3000.00} into our XXXX ' account because my XXXX account number accidently was missing, so XXXX XXXX confirmed that the {$3000.00} was returned and deposited to XXXX XXXX on XX/XX/XXXX. And they asked me to contact Kabbage and gave me a Federal Transaction Reference # ( XXXX XXXX XXXX XXXX XXXX XXXX ) or XXXX XXXX QMGF XXXX XXXX XXXX. For over a month now, I have inquired countless times with Kabbage wire team and XXXX XXXX, but Kabbage says there is no record or indication of returned {$3000.00} from XXXX XXXX XXXX XXXX, so Kabbage team they are no longer responsible and can no longer help me It has been over a month with both companies only evading responsibility. I sent money by filling out the wire transfer form correctly without any mistakes, but It's so upset and angry situation that I couldn't find the {$3000.00}, so I couldn't sleep and feel like died. My wife is crying every day because she feel so unfair, nobody trying to help us. Please please help me so I can find {$3000.00}. This is a big money that more than 2 Month rent for me. my email is : XXXX My phone # : XXXX XXXX XXXX XXXX XXXX resolution dept. XXXX ext : XXXX XXXX XXXX XXXX XXXX XXXX XXXX # : XXXX KABBAGE ACCOUNT NUMBER XXXX XXXX XXXX Account number XXXX This is the wire transfer Form I fill out from my Kabbage online account. Beneficiary Account Name : XXXX XXXX XXXX XXXX, XXXX Account Number : XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bank Address : XXXX XXXX XXXX, XXXX XXXX XXXX NY XXXX XXXX XXXX Note : For Further Credit to XXXX XXXX XXXX Account number XXXX
Company Response:
State: NV
Zip: 89139
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I've contacted American Express Serve on multiple occasions to have a new card mailed to me via expedited service and have not received any cards. I've taken proper measures to ensure thr delivery address was correct. The cards never show up, I continue receiving emails with tracking numbers that aren't able to be tracked. When I contact them they try not to have any recollection of what happened to the cards or the request. On one occasion I had to wait 10 business days to request a new one. The card request dates are XX/XX/XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. At this point I am concerned with the security of the accounts due to were the funds come from.
Company Response:
State: SC
Zip: 29687
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A