Date Received: 2021-08-30
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On or around XX/XX/2021, I opened an American Express Hilton Honors Credit Card on the assumption that I would earn XXXX Honor Points if I fulfilled the spending requirements stated below. I did just that, spending over {$5000.00} in total purchases between XX/XX/2021 and today. Upon inquiring by phone with American Express Customer Service, today why I had not gotten the points credited to my Hilton Honors Account yet, I was told I do not qualify for the XXXX points because I closed an American Express Credit Card in the past. Such account was in good standing but simply closed so that I could open a different account. That is simply a very misleading practice. The language below was not specific in any of these exceptions and is false advertisement. I hereby request that the XXXX points be deposited into my Hilton Honors Account as advertised since I did fulfill the requirements. Terms as advertised by American Express : Earn up to XXXX Hilton Honors Bonus Points Earn XXXX Points after you spend {$1000.00} in purchases on the Hilton Honors American Express Card in the first 3 months of Card Membership. Plus, you can earn XXXX more Points after you spend an additional {$4000.00} on the Card ( for a total of {$5000.00} in combined purchases ) in the first 6 months of Card Membership. Welcome offer not available to applicants who have or have had this Card. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility. Up to XXXX Hilton Honors Bonus Points You can earn XXXX Hilton Honors Bonus Points after you make eligible purchases with your Hilton Honors American Express Card that total {$1000.00} or more ( the " Threshold Amount '' ) within your first 3 months of Card Membership, starting from the date of your Card approval. You can earn an extra XXXX Bonus Points ( for a total of XXXX Bonus Points ) after you make an additional {$4000.00} in eligible purchases with your Card ( for a total of {$5000.00} in eligible purchases ) within your first 6 months of Card Membership, starting from the date of your Card approval. In rare instances, your period to spend {$1000.00} may be shorter than 3 months, and your period to spend an additional {$4000.00} may be shorter than 6 months, if there is a delay in receiving your Card. Also, purchases may fall outside of the 3 and 6 month periods in some cases, such as a delay in merchants submitting transactions to us or if the purchase date differs from the date you made the transaction. ( For example, if you buy goods online, the purchase date may be the date the goods are shipped ). Bonus Points will be credited to your Hilton Honors account 8-12 weeks after each Threshold Amount has been met. If we in our sole discretion determine that you have engaged in abuse, misuse, or gaming in connection with the welcome offer in any way or that you intend to do so ( for example, if you applied for one or more cards to obtain a welcome offer ( s ) that we did not intend for you ; if you cancel or downgrade your account within 12 months after acquiring it ; or if you cancel or return purchases you made to meet the Threshold Amount ), we may not credit the Hilton Honors Bonus Points to your account. We may also cancel this Card account and other Card accounts you may have with us. Eligible purchases to meet the Threshold Amount for this offer include those made by both Basic and Additional Card Members on the Card Account. Eligible Purchases are purchases for goods and services minus returns and other credits. Eligible purchases to meet the Threshold Amount do NOT include fees or interest charges, cash advances, purchases of traveler 's checks, purchases or reloading of prepaid cards, purchases of gift cards, person-to-person payments, or purchases of any cash equivalents. Additional Card Members on your account are not eligible for this offer. To receive Bonus Points, your Card account must not be canceled or past due at the time of fulfillment. For questions regarding your Card account, please call the number on the back of your Card.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I have had my bluebird card for awhile now and have been getting stimulus payments and my child tax credits on it and I withdraw money from another card to add onto my bluebird account and today it tells me my account has been permanently suspended and I cant get ahold of them the automated message just hangs up on me and tells me to write them
Company Response:
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
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: This is another clear example of how American Express simply assumes their customer is wrong, taking any kind of documentation from the merchant as absolute truth. On XX/XX/XXXX, I purchased a cruise from XXXX XXXX for a total of {$1000.00} sailing on XX/XX/XXXX. On XX/XX/XXXX, I purchased the flights, from the cruise line, for a total of {$28.00} departing ealy on XX/XX/XXXX ( to reach the port for the cruise ). On XX/XX/XXXX, the cruise line notified us they cancelled our cruise and we would have until XX/XX/XXXX to select another cruise or we would be automatically refunded in full, including the flights. We never made any alternative arrangements, waiting for the refund. XXXX XXXX also published the cancellation online in a list, that American Express could easily see : XXXX XXXX XXXX XXXX XXXX Not surprisingly, they did not process the refund automatically. On XX/XX/XXXX, because I'm aware of so many reports of cruise lines delaying refunds and because they did not provide any confirmation the refund is processed, I placed a dispute of the charges and specified that the cruise was cancelled. Important to note that American Express notified me that the investigation has been completed, and that I had both of disputed amounts credited. The dispute has been closed. Strangely, to create confusion, American Express says the merchant can still dispute the decision and the credit can be reversed. To me, this does not mean the investigation has been completed and that the dispute is not really closed. On XX/XX/XXXX, American Express sent me two messages saying the cruise line provided documentation that the charges are valid, and American Express rebilled my account. The documentation provided by XXXX XXXX is nothing more than screenshots of my reservation full of codes that we can't really understand. I'm sure one of these codes state it was cancelled. There is no arguing about if it was cancelled - this sailing is listed as cancelled in their website, I received notification it was cancelled, my reservation online shows as cancelled. I should have been refunded days ago, in full, automatically, and promptly. This is incompetence from both ( huge ) businesses. Incompetence from XXXX XXXX : not only the cruise is listed as cancelled in their website ( my reservation page and also in a list they keep online ) but they also notified me by email ( attached ) it would be automatically refunded. How is it possible that their billing department does not see it has been cancelled and ask American Express to rebill me. In fact, their billing department was supposed to have refunded me already. Clearly, they simply automatically submit these screenshots whenever there is dispute, not checking the dispute reason. This is fraud. Incompetence from American Express : absolutely zero investigation, accept whatever the cruise line provides, and immediately assume I'm lying or wrong. The cord always break on the weakest side. This is absolutely poor service, at minimum. American Express should take a couple of hours to investigate, and not just automate like that. I also would like to report that a year ago I had a dispute against a hotel, and the hotel submitted a reservation of somebody else, paid with their card ( not mine ) as a proof my charge was valid, and American Express ACCEPTED it and rebilled me. Absolutely horrendous service. Automation, or laziness, is killing any respect I have for American Express. Don't blame the merchant, American Express is responsible for checking the documentation, and not just save it and rebill the account. Irresponsible work. Two huge corporations, with combined incompetence, unrightfully bills the customer for an inexistent service/product. All that, just to receive my money back for something that no longer exists. PLEASE TAKE NOTICE at this point I am requesting not only both disputed amounts credited, but compensation for this incompetence. If I'm not compensated, this will be taken to court even after being fully refunded. This was a double mistake rebill, and both XXXX XXXX and American Express made mistake in reviewing my dispute.
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I received an email saying that my account is permanently suspended, without any instructions regarding how to get my remaining {$600.00} balance back. My online access was imediately banned and I can't even access my account statement. Called customer service but no one picks up, because my account was banned.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/2021 Disputed every fraudulent transaction. XX/XX/2021 Denied 1 transaction. ( I disputed 72 ) XX/XX/2021 Fixed my dispute and resent for investigation. XX/XX/2021 Provided my Declaration_of_Fraud.pdf file, completed with every transaction. XX/XX/2021 Denied 32 Transactions XX/XX/2021 Denied 1 Transaction Today They had ample time to include all the transactions listed on the Declaration_of_Fraud.pdf that I filled out. They only included 32. It has been 10 days, I feel that they should have to pay me provisional credit, per S1005.11 ( c ) for the remaining transactions that they did not deny or include.
Company Response:
State: VA
Zip: 22802
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My bluebird bank account was permanently suspended I was so XXXX I didnt do any fraud or something bad, thats how they always block account there is fund in my bluebird account So I want them to unlock my bluebird bank account right now This my SSN XXXX
Company Response:
State: IL
Zip: 62702
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Received offer in mail with a sign up bonus of XXXX points for spending {$5000.00} in first 3 months. Met criteria, but never received bonus points. Contacted Amex via chat on XX/XX/21 and the rep verified that I met the requirements and would submit a ticket for them to resolve in 7-10 business days. Still had not received points, contacted via chat again on XX/XX/21. They said it was still being worked on and to check back at another date. Still no points. Contacted again on XX/XX/21. They said it was still being worked on. Still have not received after nearly 4 months since meeting criteria for sign up bonus points.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received an invitation from American Express Co via USPS mail on XX/XX/2021 to upgrade my Gold card to Platinum, POID : XXXX, RSVP # XXXX XXXX XXXX exp:XX/XX/2021. The invitation has a promo for XXXX membership rewards point + {$150.00} Statement Credit if I spend {$6000.00} on the card within 6 months of the upgrade. I called Amex on XX/XX/2021 at XXXX XXXX MST and did the upgrade and informed the operator I have a promo code, she told she has a copy of the letter with her and will apply the promo to my upgrade. I received the card and welcome letter but it didn't say anything about the upgrade, so call AmEx again on XX/XX/2021 at XXXX ; XXXX mst to make sure the promo has been applied, I talked to XXXX, who informed me that the promotion was not applied and she doesn't see it on my account. Asked to speak to supervisor but was denied and said one will call you in 48 business hours. This fraud, deception and unfair practices committed by American Express co. I request severe punishment and fines to be assessed on Amex and force Amex to honor their promotion and apply the XXXX rewards and {$150.00} to my account.
Company Response:
State: AZ
Zip: 85086
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/11 XXXX charge was placed on my account without permission and XXXX advised the item was delivered however upon checking nothing was received and the neighbor advised someone stole the package. I filed police report for theft and sent the information to bluebird along with correspondence from the merchant XXXX and the form bluebird requested me to complete. I received an email stating my claim was denied and contact them for clarification WHY they continuously hangup on the line and provide Zero details finally I spoke with someone to reopen the dispute however they are refusing to send the corrected form stating I need to wait 10 business days and if I can't '' is should bank some where else '' i keep demanding my refund and the reps keeps hang up, This company continuously keep blocking my card and removing between XXXX to XXXX cents without permission stealing money from their customers.
Company Response:
State: FL
Zip: 33054
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have spoke to XXXX several times on several different occasions to CLOSE my account, I never funded the account. I express concern that if there was a data thief, they would have access to this closed account. The online access portal is still active showing this account. I just receive an email about " XXXX Checking statement is now available, Account ending in XXXX ''. I feel like I'm being harassed and the company refused to CLOSE this account.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A