Date Received: 2021-11-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I contacted American Express on XX/XX/2021 to inquire about when I could expect the second half of the " Points Plus Promotion '' welcome bonus on the Hilton American Express card to be credited to my Hilton account. I was told that Amex had no record of the second allotment of XXXX point being due on my account and was asked to upload documents to prove the terms that had been in effect when I applied for this card back on XX/XX/2021. Rather inconvenient having to dig up details for a card I had applied for 5 month before, but I found and uploaded the screenshots of the offer page. I asked for a case number and was told there wasn't one since this is a " internal case. '' After hearing nothing, further I checked in again on XX/XX/XXXX to verify at least that the case was still in progress and was told that it was still be reviewed. After hearing nothing further, I checked in again on XX/XX/XXXX and was told that the case had been closed because I hadn't provided the screenshot evidence ( I had not been notified that the case had been closed ). I advised that I did submit the requested evidence back on XX/XX/XXXX and was told that it wasn't received and that I should re-submit it, which I did. I then checked in again on XX/XX/XXXX to confirm that my uploaded evidence had been received, I was told that it had been received and linked to the case. I checked in again on XX/XX/XXXX to verify that the case was still at least in-process and was told that the offer I was asking about was not linked to my card ( going around in circles now ) I was then asked for the case number ( which was never provided to me even though I asked for it ). In addition I was disconnected 4 times during over an hour long chat session just trying to get the status and case number. Finally I was told that I should call in for better results. This seems to be going absolutely nowhere and I have wasted hours of my time chasing what should have been credited to my account automatically when I fulfilled the spending threshold within the timeframe specified.
Company Response:
State: MA
Zip: 02703
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I have a {$25.00} girt card and I have not used it. The card expired after 1 year. I called to get a new card issued for {$25.00} and they informed me that I am not entitled to a new card as once it expries after the first year that all funds are surrendered back to Amex...
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I had an account with Amex which was opened prior to XXXX. I had never been past due on the account but unfortunately in XXXX I had to file for Ch XXXX bankruptcy due to the foreclosure of my condo. As mandated by the law, all my creditors were included in the filing. My wages were garnished, I completed Bankruptcy Pre-filing Credit Counseling Program and my bankruptcy has since been discharged. Using the second chance bankruptcy gives consumers I have continued timely payments on all accounts I have open now and my credit score is over 700. As my bankruptcy was deleted from my credit report after 7 years as is the law, other credit card companies I had cards for at the time of my bankruptcy have since approved me for credit cards over the last few years including XXXX XXXX, XXXX XXXX, XXXX, XXXX and XXXX. The only exception is Amex and I feel they are discriminating against the fact that I declared bankruptcy and will not consider my creditworthiness based on my credit history since XXXX. As they continue to indicate that they are declining me because they incurred a loss, I have offered to repay the amount owed however they will not guarantee that once done I will be granted an account. If the reason for the decline is their loss and I am willing to provide the funds to cover that loss, why then will they not approve the application. I have asked numerous times for someone to review the past account and my credit bureau report and not only do I have to repeat my story multiple times, the only response I receive is that they took a loss and it is within their rights to not grant credit. While I agree they are well within their rights, I feel I am within my rights to have them document their decision in writing after a full review of my credit score rather than treat my application with prejudice.
Company Response:
State: FL
Zip: 33323
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I have repeatedly asked American Express to stop marketing credit cards to me. I have also stated that i am not interested in getting advertisements for cards i will not be approved for. I have also stated that i have spent {$1000.00} 's upon {$1000.00} 's repairing my credit. American Express repeatedly violates my rights in regards to this request. I am continuing to receive marketing from them. This time i opened my XXXX profile and i see a credit card solicitation in my inbox. I am seriously only trying to protect my own personal financial well being. I am asking to stop receiving marketing attemtps for cards that i am not going to be approved for. I have made this request through XXXX, I have made this request through XXXX as Opt-Out, I have made my motives and requests very obvious to Amex. I continue to beg American Express to STOP marketing credit cards to me that i will not be approved for and that will bring down my credit score. This continued marketing is violation of my rights and should be noted as part of any further legal action i am advise i could take to stop these misleading advertisements.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
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: On XX/XX/2021, I used my American Express card to purchase two tickets on XXXX for XXXX XXXX XXXX. The tickets were my my wife and I. We planned to travel to XXXX during the XXXX week. We paid {$830.00} for each airline ticket. The tickets were not refundable. When we purchased the tickets, the schedule called for us to depart XXXX XXXX, California on XX/XX/2021 and arrive in XXXX, XXXX on XX/XX/2021. On XX/XX/2021, we were scheduled to depart XXXX, XXXX and return to XXXX XXXX, California on the same day. On XX/XX/2021, I received an email from XXXX advising me that XXXX XXXX XXXX unilaterally changed my flight schedule. Instead of leaving on XX/XX/2021. The new schedule called for me to depart XXXX XXXX on XX/XX/2021. In addition, I would not arrive in XXXX XXXX until XX/XX/2021 as a result of a nearly 24 hour layoffer in XXXX, XXXX. XXXX XXXX XXXX also changed my return flight date leaving from XXXX, XXXX on XX/XX/2021 to XX/XX/2021. XXXX requested that I approve the change. I declined the schedule change and I received an email from XXXX telling me that I would receive a refund. When I did not receive a refund from XXXX, I contacted, American Express to dispute the charges for the airline tickets. I also contacted XXXX. On XX/XX/2021, I received a letter from American Express refusing to credit me account. I called American Express and I was told they would not remove the charges for the airline tickets. According to the U.S. Department of Transportation, I am entitled to a refund if the airline made a significant schedule change. In this case, I believe that XXXX XXXX XXXX made a significant schedule change to my iternary and as a result, I am entitled to a refund of the purchase prices. I have not been offered a refund by XXXX or credits for the fees that I paid. I would like American Express to refund me the fees that I paid for the two airline tickets on XXXX XXXX XXXX. I also believe that I was fraudulently induced by XXXX and XXXX XXXX XXXX to buy tickets that never existed and XXXX and XXXX XXXX XXXX intended to change the tickets to completely unusuable tickets and not issue to me refunds.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I am XXXX XXXX, and I am submitting this complaint myself and there is no third party involved. I, XXXX XXXX, consumer, natural person, and original creditor of an open-end credit plan was denied my right of credit by AMERICAN EXPRESS . I was notified of this transgression of my rights, specifically 15 USC 1601 The Truth in Lending Act by AMERICAN EXPRESS on XX/XX/2021 via US mail. According to 15 USC 1602 definitions of The Truth in Lending Act, I as a natural person possessing an open-end credit plan was harmed by AMERICAN EXPRESS took adverse action against me, denying my rights of which the civil damages pursuant to 15 USC 1640 ( a ) ( 2 ) ( A ) ( iii ) are up to {$5000.00}. AMERICAN EXPRESS are now civilly liable to pay me for the damages.
Company Response:
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
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: On XX/XX/XXXX we booked airfare and car rental THROUGH XXXX ( not XXXX ) for our vacation XXXX. On XX/XX/XXXX our flight was delayed with NO notification from XXXX. When we landed, we went directly to XXXX at the airport to provide the XXXX car rental confirmation number and pick up our vehicle. XXXX indicated they had no such reservation. We called XXXX immediately to fid out why. The agent confirmed that XXXX made an error and booked our vehicle at another location all the way in XXXX XXXX. My wife, my XXXX year old and myself had to wait for and pay for a cab to the that XXXX XXXX location in XXXX XXXX. When we arrived at XXXX in XXXX XXXX, it was closed. We then had to wait for another taxi and again pay out of pocket to get us to our vacation rental. We then had to sit outside and wait for XXXX hours with our luggage with no food, no water and no car in 91 degree weather because XXXX failed to notify the party performing the " inspection '' of the room. The stress and panic this caused our XXXX year old son was unforgiveable. My wife was in tears because of XXXX. When we finally did get into our room we immediately called XXXX XXXX again to at least come to a more than reasonable solution by having XXXX bring a car rental to our rental property at the XXXX XXXX XXXX ASAP as we needed to purchase essentials for the XXXX days we were staying there. They arrogantly refused. We spent XXXX more hours on hold with XXXX and were finally connected with a rude and unprofessional representative with a " I could care less '' attitude who put us on hold again for XXXX mins waiting for a " supervisor. Nothing was resolved. XXXX customers for XXXX years and treated like dirt. On Sunday morning, my birthday, my wife booked and paid for ( again ) a car on XXXX and again paid for an uber to get to the airport to get the car. All because XXXX ignored us, all because of there overwhelming incompetence. She hopped in an XXXX on her own while I watched a scared and crying XXXX year old. She paid DOUBLE the cost of the original rental despite having it one less day. We opened a claim with XXXX on XX/XX/XXXX, faxed the letter/documents required on XX/XX/XXXX spoke to an agent on XX/XX/XXXX @ XXXX est, multiple supervisors XXXX XXXX XXXX XXXX XXXX. During every interaction with XXXX Travel they never responded, followed up and outright ignored us. The one time they responded they lied to our faces directly saying " you need to deal with XXXX '' when their very own agent admitted XXXX was at fault " miscommunication on our part '' back on XX/XX/XXXX. XXXX and XXXX alone is accountable for any and all costs ( {$1300.00} ) including the {$840.00} car rental, {$500.00} inconvenience fee, the additional out of pocket expenses ( XXXX ) and fees and interest on the credit card. Because XXXX has refused to pay and/or waive any of these charges, even 6 months later, we will be filing formal complaints today with the Consumer Financial Protection Bureau , the XXXX XXXX XXXX , the XXXX XXXX XXXX and the XXXX XXXX XXXX . If our entire XXXX balance as of XX/XX/XXXX is not credited to zero within the next billing cycle, we will be seeking further legal action for punitive damages exceeding well beyond our existing outstanding XXXX balance.
Company Response:
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-14
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/21 American Express declined payment to my phone company XXXX XXXX, stating that it was a fraudulent transaction of {$100.00}. Subsequently XXXX XXXX turned off my phone service. I then had to use my XXXX XXXX Visa to reinstate my phone service. I was shocked that Amex made such a determination. Amex said they made that fraudulent determination because I had never charged {$100.00} or more on my card! I found that an unworthy determination as I had recently received a substantial credit line increase from them. I didn't know I had to ask permission from AMEX to charge {$100.00} or more or have them decline the charge! I had to pay XXXX XXXX with my XXXX XXXX Visa to reinstate my phone service. I was so embarrassed! XXXX may consider me unfavorable in the future, due to this slanderous transaction. Amex in XXXX tried to cheat me o ut on one of their gasoline offers. Buy {$20.00} get a {$10.00} rebate! I bought the gas the Amex told me I didn't qualify for the {$10.00}. I reported it to CFPB and was finally given the rebate
Company Response:
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I spoke with American Express about fees that were assessed for late payment on XX/XX/2021. I explained that the reason my payments were late was because of a technical error in the American Express auto pay system where I was given confirmation auto pay was setup however according to American Express it was never registered in their system. When I explained this they said over the phone they would take care of the late payment fees. However, the representative only removed one fee from each of my American Express cards and did not remove the others as promised. Today I called American Express and was able to get the remaining fees removed from my consumer credit card however when I called the business card team, they refused to remove the fees despite me explaining the error in detail and my previous conversation with American Express. The fees that remain for my XXXX XXXX XXXX card ending in XXXX are : XX/XX/2021 - {$35.00} XX/XX/2021 - {$39.00} American Express should understand and acknowledge that these types of computer errors can and do happen with consumer bank applications and internet connected electronic systems. I think it is unfair and predatory for American Express to hold consumers responsible and target them with fees for technical errors and glitches present in their software. As of today, I have even paid American Express the late interest on my account despite all this. My account is fully paid, up-to-date, and I confirmed with American Express on XX/XX/XXXX when I was aware of the issue that autopay is enabled going forward. I am asking is that American Express do what is right and what was promised over the phone to remove the remaining late fees from my card dated XX/XX/XXXX and XX/XX/XXXX. If American Express will not remove the fees, I ask that they provide me the transcript of our call on XX/XX/XXXX so that I can review the record myself. Thank you, XXXX XXXX
Company Response:
State: CA
Zip: 93933
Submitted Via: Web
Date Sent: 2021-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-14
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I am XXXX XXXX and I'm submitting this complaint myself and there is no third party involved. I, XXXX XXXX, consumer, natural person, and original creditor of an open/end credit plan was denied my right of credit by THE AMERICAN EXPRESS COMPANY d/b/a AMEX. I was notified of this transgression of my rights, specifically 15 USC 1601- The Truth in Lending Act, by THE AMERICAN EXPRESS COMPANY d/b/a AMEX on XX/XX/2020 email. According to 15 USC 1602 definitions of The Truth in Lending Act, I as a natural person possessing an open-end credit plan was harmed by THE AMERICAN EXPRESS COMPANY d/b/a AMEX adverse action taken against me denying my rights, of which the civil damages pursuant to 15 USC 1640 ( a ) ( 2 ) ( A ) ( li ) are up to { S5000.00 }. THE AMERICAN EXPRESS COMPANY d/b/a AMEX is now civilly liable to pay me for the damages.
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2021-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A