Date Received: 2021-12-14
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Hello! I submitted a complaint on XXXX ( XXXX ) and the response that American Express gave me is not accurate. Ive looked for a place to re-open my complaint, but I couldnt find it. American Express is saying that they advised me through the application process that I was not eligible to receive the welcome offer they were advising on their website and that I have received the message based on your history with American Express welcome offers, introductory APR offers, or the number of cards you have opened and closed, you are not eligible to receive this welcome offer which is not true. I have the 2nd screen on the application process after having added all my personal information ( name, address, SSN, income, etc. ) where American Express does not say at any time that I am not eligible to the welcome offer. I proceeded with my application believing that American Express would honor what they were advertising on their website and any information that they have told me that I was not eligible for the bonus is inaccurate, since I found out only a couple of weeks ago, after having met the requirements to receive the bonus. Regarding my call, it is not my responsibility to re-confirm what American Express advertise on their website, but American Express to explicitly tell me when I am not eligible for something, which did not happen. Its very unfair and unappreciated to transfer American Expresss responsibility to me. If something is inaccurate on the website and does not apply to a customer, it is American Express responsibility to clarify it, not my responsibility to make sure American Express is doing their job. Very disappointed at American Express to make me go through this, and even more disappointed that theyre saying that I was advised that I was not eligible when I was not. As I said, I have the screen proving that American Express did not tell me I was not eligible for the bonus, and I am more than happy to share. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Initial Complaint : On XXXX I was buying a plane ticket on XXXX website and at the checkout I was offered XXXX miles as a welcome bonus to the XXXX XXXX XXXX card after spending XXXX within the first 3 months and XXXX on credit. I applied for the card and got it approved. Then I was doing some research and found the XXXX XXXX XXXX card was offering XXXX points and XXXX XXXX points after spending XXXX within the first 3 months. Since I was looking for another company to be my primary company to fly as a replacement for XXXX XXXX, I decided to get the XXXX XXXX XXXX card as well. I applied for this one through the American Express website and got approved. I was aware that I would have to spend XXXX on the gold and XXXX on the platinum to get the bonus and now that I have met the requirements to get the bonus, I learned that American Express has denied my welcome bonus for no reasonable reason. I have never had neither of these cards before so I was aware or told that I could not be eligible for the welcome bonus. I understand that American Express can define the rules to become eligible for the welcome bonus but to me as a prospective customer I knew that I have never had these cards before, so I know that there was no way for me to become ineligible for the welcome bonus. I have not received any kind of communication that even though I was approved for both cards I was not eligible for the welcome bonus otherwise I would not have proceeded with my application. I am not questioning here the eligibility rules for a welcome bonus but the way it was communicated. I even had to call American Express to finish my application and again I was not told that I was not eligible for the welcome bonuses. Therefore, I was led to understand that I would get my bonuses once I met the requirements which are XXXX for the XXXX card and XXXX for the XXXX card. I have fulfilled my obligations based on what American Express had offered me at the time I applied and got approved and now I am feeling deceived that American Express is refusing to fulfill their part of the offers. My decision was mostly made based on what was offered to me and I feel like American Express is taking advantage of it by not being clear and not telling me that I was not eligible for the bonuses prior I submitted my application. There were 2 opportunities where American Express could have told me that I would not be getting the welcome bonuses. First when I applied since I had to enter all my information and it would not be difficult for American Express to add another screen to let me know that my card was approved but I would not be getting the welcome Internal XXXX bonuses or when I called to complete my application where the only question I was asked was if I was a military. It would have given me the choice to decide whether I wanted to proceed with my application, but I was led to understand that I was getting the welcome bonuses.
Company Response:
State: MA
Zip: 01702
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: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In the beginning of XXXX, I applied the Amex XXXX XXXX with a welcome offer containing XXXX Membership Rewards points after spending $ XXXX, and XXXX times points rewards on restaurant purchases. I got approved. But in the following months, there's no extra points rewards on restaurant purchases. I talked to an online XXXX, who told me my welcome offer was declined and suggested me to call a XXXX for more details. Then I was told the welcome offer is there, no need to worry cause his level is higher than online XXXX '. After XXXX months, I've already spent over $ XXXX on this card. Still no welcome offer. I called a rXXXX and was told that the welcome offer was declined. But there was no notification at all.
Company Response:
State: TX
Zip: 77840
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: Getting a credit card
Subissue: Application denied
Consumer Complaint: In XXXX of 2021 I applied for an American Express XXXX XXXX through their website ( reference # XXXX ). After giving my social security number and other required information, later discovered I was denied am extension of credit. When calling and asked why they stayed XXXX furnished information that proved American Express to deny me. I expressed that XXXX is furnished information that I have no consented to. However, that did not change anything.
Company Response:
State: TX
Zip: 77021
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 with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I filed a dispute with AMEX on XX/XX/XXXX, reference # XXXX, for a {$250.00} charge on XX/XX/XXXX by XXXX XXXX. XXXX XXXX had already refunded {$77.00} so I informed AMEX I wished to dispute just the remaining amount of {$170.00}. XXXX XXXX ( name per credit card charge ) aka XXXX XXXX XXXX ( name per credit card dispute response ) aka XXXX XXXX ( name per company when I did business with them ) performed an illegal bait and switch scam in which they verbally guaranteed on the phone they could repair the computer module for my truck for {$250.00}. There was no mention of a non-refundable diagnostic fee at the time the company charged my credit card. I mailed the module to them, and received an email from them on XX/XX/XXXX that the module was not repairable, but if I gave them another {$1100.00} they could send me a new module. I attempted to call them but at this point they started ignoring my calls. I then read their reviews online ( hundreds of 1 star reviews and XXXX complaints with identical stories as mine ) and told them to send me back the module. When I received the module back, it had not even been opened up as the sticker was still intact. They refunded {$77.00} and I initiated the dispute for the balance. In the meantime, I had the module repaired successfully by another reputable company. When the dispute was found in XXXX XXXX ' favor, I contacted AMEX to re-issue the dispute with the additional details that their diagnostics ( if done at all, which is doubtful ) were insufficient since another company was able to repair the module, and again requested a refund of the supposed " diagnostic fee ''. The dispute was initially found in my favor, and then reversed again. XXXX XXXX did not provide any additional details in their second response, and did not provide proof of performing the diagnostics such as a diagnostics report. I would expect AMEX to protect the consumer from an obvious case of fraud, as evidenced by the details above and this company 's pattern of numerous disputes, complaints, and lawsuits. I appreciate your help resolving this dispute with XXXX XXXX and AMEX. Thank you.
Company Response:
State: FL
Zip: 34232
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: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I earn Membership Reward points from American express on my purchases. These points can be invested in XXXX XXXX if the account holder has a a XXXX account which I have. However for last XXXX weeks I have been trying to transfer and use these points to invest in XXXX. It is not working. I have called AMEX several times. First time, I called American express a month back and was told that I needed to contact XXXX. I called XXXX. After a week I received a call and the rep wanted me to do the transaction as per his instructions. It didn't work. I was told that AMEX will send a new card. I got the new card on XXXX XXXX. The new card didn't work. I had the same problem in transferring points to XXXX XXXX. I called AMEX on XXXX XXXX. The representative tried to help me but had to put me on hold and I got disconnected. I called AMEX again today and while on phone, the representative reset my password without my permission and I had problem in creating a new password. Finally, I got it taken care of. However, the original problem of point transfer to XXXX XXXX is still existing. Meanwhile, I am losing money because I can't invest the money.
Company Response:
State: WA
Zip: 98056
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: 2021-12-13
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I disputed a {$110.00} charge for XXXX XXXX because I canceled the account over a year ago. Amex initially processed a dispute and did research. The company I had XXXX with, called XXXX XXXX said they sent a renewal notice to XXXX, but the XXXX account is under XXXX and I no longer have that account because it was canceled over a year ago. I believe the amount I'm being charged is unfair because I canceled this account and should not be charged. Additionally, the Amex account was paid and closed and now, this potentially opens me up to more charges with interest.
Company Response:
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX XXXX : XX/XX/XXXX XXXX XXXX XXXX XXXX Georgia Dear AMERICAN EXPRESS, I am writing to request a correction of the following information that appears on my [ XXXX, XXXX, XXXX ] consumer report : The inquiry shows that on XX/XX/XXXX, a hard inquiry was made. This is a hard Inquiry and hugely affects the good standing of my credit account. Please remove this inquiry from my report as I have no knowledge of it and dont see an account that its connected to on my report. I have attached a copy of my report with the accounts in question circled. Thank you for your assistance. Sincerely, XXXX XXXX
Company Response:
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
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. 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. ( AMEX XXXX )
Company Response:
State: NY
Zip: 11204
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I filed a dispute with XXXX and XXXX and within 30 days the account was deleted from XXXX and XXXX reported it was variafed. So I would like American Express to give me proof of there investigation results.Here is a copy of the findings so please ask American Express to show me I accepted liabilities for this account
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I reached out to AMERICAN EXPRESS to exercise my consumer rights regarding a billing error in which I never received a response. American Express is continuing to violate my federally protected consumer rights.
Company Response:
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A