Date Received: 2021-09-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: PLEASE READ BELOW I HAD FOUR CARDS ALL DUE TO ID THEFT ALL FOUR CARDS WERE SAID TO BE CLOSED AND NO BALANCES AND ALL GOOD MANY YEARS LATER I WAS TOLD I HAVE BALANCES ON ALL FOUR BY THE AMERICAN EXPRESS COLLECTION AGENCY THEY THEN POSTED ALL FOUR AS NEGATIVE ON MY CREDIT REPORT TWO CARDS WERE TAKEN OFF TWO REMAIN I WAS TOLD AND HAVE PROOF ALL FOUR CARDS WERE ALL SET THE PERSON DOING THIS WAS SENT TO JAIL AND I HAVE PROOF AS WELL I DIDNT THINK THERE WAS A PROBLEM PLEASE SEE BELOW I WAS TOLD I COULD RE ESTABLISH CREDIT WITH AMERICAN EXPRESS BUT NOW IT SAYS I CANT DUE TO THIS MISTAKE THIS IS THE SECOND TIME I AM ASKING THAT ALL FOUR CARDS BE LOOKED INTO AND HANDLED AS I WAS TOLD AMEX CAN COME AND COLLECT AFTER ID THEFT WAS PROVEN ... .WHAT?! I HAVE THE ORIGINAL LETTERS SAYING I DIDNT OWE ANYTHING ON ANY CARDS BUT WERE SENT ONE BY ONE ALSO THEY DIDNT REMOVE THE CARDS THE LETTER SAID IT STILL REMAINS XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX CFPB Ref No : XXXX Ref : XXXX Accounts Ending in XXXX, XXXX, XXXX and XXXX Dear XXXX XXXX XXXX, Were writing in response to your recent correspondence to the Consumer Financial Protection Bureau. We previously accepted your fraud claim on one of your accounts. We accepted losses on some of your other accounts and have the right to deny any new accounts. We are unable to remove or change the credit reporting of your accounts. We accepted your previous fraud claim We previously accepted your fraud claim for the Business Line of Credit account ending in XXXX. In the enclosed letter dated XX/XX/XXXX, we explained we have taken the necessary steps to close the account and remove any derogatory information regarding this account from your credit report. We confirmed the account was deleted from your credit report as promised. The letter also advised, if in the future you discover a credit reporting agency has not corrected your credit history, please provide the agency with a copy of this letter. Please be advised, we have no record of sending you a letter advising you are debt free and do not owe us anything. Previous fraud claims were reviewed, and we need more information We investigated fraud charges at your request in the year XXXX, but it was determined that you allowed other people to use your Card, which makes you liable for the charges according to the Cardmember Agreement ( CMA ). In XX/XX/XXXX, we advised you to identify the fraudulent charges on your billing statements and return them to us. We did not receive the information need to proceed with our investigation. We will need more information for us to review any other accounts for fraud. Please provide us with the involved account number ( s ), charge details and any other relevant information you may have so we can conduct a reasonable review of your fraud claim. If you have any questions, or if we can be of further assistance, please contact us at XXXX, available 24 hours a day, seven days a week and request to speak with our Fraud department. You paid your account ending in XXXX in full XXXX XXXX XXXX Page Two XX/XX/XXXX You accepted an offer to pay your XXXXXXXX XXXX Card ending in XXXX in full for the opportunity to apply for the XXXX XXXX, as a way to re-establish a relationship with us. We confirmed you paid {$1400.00} on XX/XX/XXXX, {$1100.00} on XX/XX/XXXX and {$10000.00} on XX/XX/XXXX for a total of {$12000.00}. You completed the terms on XX/XX/XXXX, by paying your account in full. If you have any other questions or concerns about the offer, please call us at XXXX, available 24 hours a day, seven days a week. We stopped collection efforts on your other accounts Were unable to validate your claim that we sent letters advising you owe on other cards as you mentioned. Your American Express Green Card accounts ending in XXXX and XXXX are currently in Bankruptcy status, which started on XX/XX/XXXX for your account ending in XXXX and XX/XX/XXXX for your account ending in XXXX. We have since made sure collection efforts were stopped at that point. If you have any other questions or concerns, please address them directly with the following agency : XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. XXXX, PA XXXX XXXX, available Monday through Friday XXXX XXXX to XXXX XXXX ET Were obligated to accurately report the status of your account We are obligated to report factual information to the credit reporting agencies. We do not have authorization or control over credit scores. The accounts ending in XXXX and XXXX are not being reporting on your credit report. Under the Fair Credit Reporting Act ( FCRA ), dispute codes have been added to reflect that you are disputing your account information with the credit reporting agencies for your accounts ending in XXXX and XXXX. We hope this letter has answered your questions and addressed your concerns. Sincerely, XXXX XXXX Customer Advocate Services Team American Express Enclosure
Company Response:
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My five credit card account is not delinquent Or derogatory.
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: Called today to make claim for lost item and no one was there to take my call - referred me to internet after XXXX XXXX and switching me 3 times and then to wrong department. Purchased sunglasses on XX/XX/ and lost them on XX/XX/. Claim # XXXX was generated at AMEX but it wouldn't let me finish the claim. So now I am out {$140.00} which should have been covered under their loss protection plan. Yet no one to speak with and left out in the cold with this online claim program. I pay A LOT of $ $ $ $ for this AMEX, ask for very little and get even less in return. Please help.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Yesterday, Sunday, XX/XX/2021, I tried to use my card at a retailer who accepts American Express, for a total charge of {$11.00}, and my card was declined twice. I knew I had enough to cover that purchase. When I called the customer care number, the automated system told me my balance was {$39.00}. When I finally got through to an agent, after waiting on hold and having my call dropped, I was told there is nothing wrong with my account, and she didnt see any declined transactions. She stated the retailer didnt run my card correctly but didnt explain how to fix it. So I went to a XXXX ATM and withdrew {$20.00} so I could complete my purchase. Later that evening I added one of my debit cards so I could combine my money. My account was verified, as I was able to identify the two temporary charge amounts of {$1.00} and {$1.00}, used to confirm my ownership of this account. This morning, Monday, XX/XX/2021, I attempted to transfer {$18.00} from my debit card to this account. I got a dialog box Oops, this is embarrassing, we seem to be having technical difficulties, please try again later. I tried to login to try the transaction again, and it kept saying my password and login do not match. This was concerning because I KNOW I didnt change my password. When I tried to use the forgot password link, and entered my card information, I got the same error as described above. After waiting a few minutes, again, I tried a couple more times to reset my password, continuing to receive the same error. I called the customer care line, entered my card information, and was told my account access was permanently suspended and an email would be sent to the email address on file. The email stated I had violated the terms of use per section 22D, and I could write to the address in the email for more information. This is not acceptable so of course I tried to contact customer care again, 5 times. Each time my call was dropped with no further help or explanation. I could not locate this section of the terms of use online, and after a quick search on consumer complaints, I found a number of people experienced this same issue. I have had nothing but issues with this company, but this has taken it too far.
Company Response:
State: ID
Zip: 83646
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: UPDATE TO COMPLAINT # XXXX FILED ON XX/XX/XXXX : Today ( XX/XX/XXXX ) I logged into my American Express online account looking for an update on the pending charge of {$3300.00} relating to the elaborate fraud that I was the subject of on XX/XX/XXXX and which I had reported to CFPB in my original complaint # XXXX. I noticed two things on my American Express online account : - the fraudulent charge was not in " pending '' status any longer and instead it had now been posted to my account but with a different transaction date ( XXXX instead of XX/XX/XXXX ) and with a slightly different amount ( {$3300.00} instead of {$3300.00} ), possibly the result of applying a different foreign exchange rate as the unauthorized e-commerce transaction apparently took place on an online website in XXXX XXXX. I realized that - as a result of the slight changes both in the date and in the amount of the fraudulent charge - the Amex system may not automatically connect my dispute of the original fraudulent charge of {$3300.00} to the new charge of {$3300.00} that was posted to my account today. I therefore initiated an online dispute of the new fraudulent charge of {$3300.00} through the Amex website. I then called Amex 's Account Protection Department at XXXX EST to notify that the new fraudulent charge of {$3300.00} which had been posted to my account was connected to the unauthorized transaction which I had already disputed and provided them with the original reference number so that Amex could link the two cases and investigate. BELOW THE TEXT OF MY ORIGINAL COMPLAINT TO CFPB FILED ON XX/XX/XXXX : Yesterday I was the subject of a sophisticated phone scam resulting in a fraudulent charge of US {$3300.00} on my American Express card relating to an unauthorized e-commerce transaction on what appears like an online website in XXXX XXXX. I received a call at XXXX on XX/XX/XXXX from Ph. # XXXX XXXX XXXX XXXX : my cell phone displayed American Express as the caller from that number. The scammer introduced himself as an American Express ' employee needing to verify two charges on my American Express card which he claimed had just occurred in Texas : one for {$720.00} and one for {$410.00}, both relating to International Travel and Tourism. I declined both charges as being unauthorized : I explained I'm based in XXXX and I had not traveled to Texas nor had I incurred those two charges. He then asked for additional details on my card in order to be able to decline the two charges : he asked for last 5 digits of my Amex card, last 4 digits of my SSN, front and back security codes on my Amex card, and my mother 's maiden name. He then claimed that American Express was going to introduce a two-step verification system in order to use my card out-of-state and internationally going forward. At that point he said I was about to receive an email with a verification code from American Express as part of the new two-step verification process and that I should read the code back to him. At XXXX I received the email from American Express with the verification code and I read the code back to him. Immediately after ( at XXXX ) I then received another email from American Express asking to review a charge of XXXX MYR from XXXX XXXX and showing that this charge had been approved : this charge - which I had never authorized and is fraudulent - immediately appeared in my American Express online account as a charge for US {$3300.00}. When I received the email from American Express at XXXX asking me to review the charge and saw the USD charge appear on my American Express online account I asked the caller what that was about and he claimed that it was not a real charge but that the email was only meant to show how the two-step verification process would work when using my card for foreign transactions. He also told me that the two original charges he had called to alert me of would post on my American Express account the following day but they would be declined. At that point he ended the call ( which lasted a total of approx 29min ). I then immediately called American Express ( at XXXX ) to verify the legitimacy of the call I had just received but they told me on a recorded line that they had no record of the two transactions for {$720.00} and {$410.00} while on the other hand they did see a charge for US {$3300.00} from XXXX XXXX . I explained to American Express the scam I had just been the subject of and notified American Express that the charge from XXXX XXXX ( apparently an online ecommerce website in XXXX XXXX ) was fraudulent and unauthorized. The charge is now pending in my American Express account while American Express investigates further. Meanwhile, I have reported the fraud to the Federal Trade Commission ( FTC Report # XXXX ).
Company Response:
State: MA
Zip: 02116
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My credit has been pulled fraudulently. Please remove inquiry
Company Response:
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I saw a promotion offer when I searched for tickets on XXXX, saying that I can earn {$200.00} statement credit and XXXX bonus miles after satisfying the spending requirements. I was happy that AmEx gave this offer to me. I applied for it and got approved. There is no pop-up window during my application. However, when I almost finished the spending amount, I asked the representatives about the offer status via online chat. They told me that I was denied for that offer. They insisted there was a pop-up window. I can be definitely sure no pop-up windows. On the other hand, I called the customer service they told me it is tracked and asked me to continue spending. It is so confusing. And I finish the spending amount, but no bonus came to my account. I was fooled. I also tried to create a case via calling, but no response. So I am now complaining here. Currently, I have screenshots of the offer I saw, the phone recording when I called the customer service telling me that the offer is tracked. I also found some alliances on this website XXXX XXXX XXXX. They all encountered similar issues. If my issue can not be fixed, I may have to report to the Office of the Commissioner of Financial Regulation and unify other victims to fight against AmEx.
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XX/XX/2021 : Three transactions of {$50.00} a piece from my XXXX XXXX account to my Bluebird AMEX account, not done by me. AMEX suspended my account and I can not even get in contact with anyone.
Company Response:
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: On XX/XX/2021 I applied and was immediately approved for the American Express Business Green Rewards Card. However, one month passed and I still haven't received the card. I chatted with the customer service representative who informed me that the card will be delivered by XX/XX/2021. 6 weeks to receive a card that's been immediately approved is outrageous.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I have this police report where I stated that I lost my bag with my cards & IDs inside. I am a victim of identity theft. The fraud activity was made on XX/XX/2011 with a balance of {$3700.00}
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A