Date Received: 2021-08-08
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX, I paid for An XXXX XXXX airline round trip for {$190.00} including trip flex for flexibility to cancel and/or transfer partial credit if I did not travel on XX/XX/XXXX. I could not travel. I called XXXX to notify but their lines continue to be busy by telephone ( multiple numbers ), chat ( not working ) and now by email. I was never able to notify them of not traveling as it is impossible to notify anyone at XXXX. I spoke to American Express XXXX Dispute services with customer service. They told me to work with the merchant. I told them I would but I am unable to even contact them. They tell me that they would not be able to do anything at this time. I told them that this was deceptive that no one can contact the airline. They told me that it is not fraud. I am unsure if they have made a legal conclusion. In any case, what is the point of having Trip Flex and pay for change airline protection when you can not even notify the airline of the intention to change the flight. I questioned American Express on why they keep the service with the airline and they would take it up with management. I wonder why I have no rights as a consumer with my credit card. I will eat the cost but it sound like a fraud. They sell the ticket. They then sell the tripf lex but you can not contact them for the trip flex product protection. Why even both with any trip flex. The cost of the ticket is {$130.00} but the trip flex is {$60.00} and the product for protection is not with any protection. The American Express customer services is the problem and I told them that as a consumer with the credit card division for 34 years since XXXX that I can not do anything as I spend several tens of XXXX a month on the credit card and it is not " fair ''. This may be a very small issue and it is to anyone who is poor or gets scammed but XXXX can not sell travel protection when the product and not able to be claimed and or utilized and American Express as a business should protect consumers from at least unfair business practice. I ask them if there was any consumer protection but apparently I was told that there is none and they are just intermediaries now. Perhaps it was different decades ago??
Company Response:
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2021-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American Express recently updated the annual fee for it's Platinum Card and added multiple new benefits, including a $ XXXXmonth statement credit for purchases on certain streaming services ( including XXXX ). My annual fee for XXXX was charged to my Card on XX/XX/XXXX. I did not receive my statement credit for my XXXX charge in XXXX, because apparently you have to complete a one-time enrollment for this $ XXXXmonth statement credit, that I was not made aware of by Amex. The advertising I saw never had any mention of enrollment and you certainly don't have to enroll in the new higher annual fee. I did notice it myself on XX/XX/XXXX, and enrolled, and it was mentioned in my XXXX statement ( dated XX/XX/XXXX XXXX, but I received no notice prior to XX/XX/XXXX or making the charge. This enrollment is definitely not necessary and serves no purpose other than to prevent consumers for accessing this benefit to prevent having to actually pay out a new benefit. Failing to communicate it to consumers on top of that is clearly a deceptive practice.
Company Response:
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2021-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I have a Bluebird by American Express Card. I work XXXX jobs and have both of my checks deposited on this card. When checking my balance on XX/XX/21, I noticed that on XX/XX/21 that 2 withdrawals were made : 1st for XXXX - 2nd for XXXX totaling XXXX. These were made at an ATM in XXXX OH, XXXX XXXX location. I work in XXXX, was at my job all day with card in my possession and then after work went to XXXX to buy a few groceries with my card. So on XX/XX/21 I immediately contacted Bluebird by American Express, told them that I did not make these transactions and filed a fraud report. I was honest in telling them I still had the card in my possession - after all I used it at XXXX on XXXX XXXX on XX/XX/21. So the first time I was turned down telling me that these were authorized transactions. I inquired as to what time these transactions were made and no answer. I DID NOT MAKE THESE TRANSACTIONS. I have never withdrawn money from XXXX, OH ATM. I filed a 2nd fraud dispute and was also turned down stating that these were authorized. XXXX XXXX told me that my card could be duplicated very easily by a skimmer. Bluebird by American Express is refusing to give me my money back. I feel like suing them!!! What do I do??????
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: The claim by American Express ( cut and pasted from their site ) : Earn Membership Rewards Points 4X Membership Rewards points at restaurants worldwide 4X Membership Rewards points at US supermarkets, on up to {$25000.00} per calendar year in purchases I have had American Express cards that have charged annual fees ranging from $ XXXX/year. Being a 'reputed ' brand like American Express I have assumed that I do not have to monitor and ensure that all my rewards are being awarded to me rightfully. I recently found out by chance that a restaurant purchase had not received the 4X points. As I started to review my statement, I began to find NUMEROUS instances of this. I informed Amex about this, and over the next hour I went over every charge over the past few months and provided the agent a ) Restaurant names, 2 ) Dates and 3 ) Amounts of each of those transactions. Amex has informed me that I will be receiving the points for some of the transactions and that they are investigating the remainder of the charges that I have brought to their attention. This is a systemic problem and not one that has only occurred for the last billing cycle or two. Rather than offering a meaningful resolution to the issue. I have been informed that if I want all my rightful points, it will be my responsibility to scour the 1000 's of transactions I have made over the years, identify the charges that have not got the required rewards, make note of every one of them, and present it to Amex so they can then investigate each of the charges. Doing random audits of statements over time indicate multiple infractions.
Company Response:
State: CA
Zip: 94110
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: C.F.P.B. and XXXX XXXX Representative, I still find hard to swallow that I have to file another complaint, yes, because this is another one, but to XXXX XXXX, and to summarize what is already evidenced here at the C.F.P.B. and at XXXX XXXX : XXXX. XXXX XXXX is a XXXX XXXX subsidiary ; 2. XXXX XXXX approved my personal loan back in XX/XX/XXXX which allowed me to fully update my XXXX XXXX XXXX, with a {$2000.00} payment, as shown here many times, and even back then at XXXX XXXX XXXX Branch, which sent my documents to non other than XXXX XXXX, in order to evaluate my loan application which was approved, by XXXX XXXX, so is not incorrect to say, XXXX XXXX is XXXX XXXX ; XXXX. The remaining portion of that XXXX XXXX XXXX approved loan of XXXX XXXX, was used to pay directly to American Express a my American Express XXXX Credit Card, which was not required but because American Express is my oldest credit reference, and it was better to leave that account also paid as soon as possible, knowing American Express decided to ignore my faxes, phone calls and live chats with their bad customer service, and as most people I wanted to protect my credit, no matter American Express decided not to grant any kind of payment arrangement back then, no matter my 24 years relation with them by that date ; 4. I know the CFPB does not want us to use a copy paste, but the fact is XXXX XXXX response to my complaint lacks precision, and also presents as my desire resolution in their words, without quoting my exact words or making reference to the evidence I submitted ; Here is a copy paste of their response, and I will present, once more, my response, dividing their response to be precise with mine :. " Company 's Response On XX/XX/XXXX, XXXX of XXXX XXXX ( the " Bank '' ) received a complaint from Mr. XXXX XXXX ( Mr. XXXX or the Complainant ) in which he claims that XXXX XXXX reported his certified payment agreement for his XXXX XXXX XXXX XXXX, as paid to a collection agency. He also alleges that all 48 payments of this optional payment agreement were paid directly to XXXX XXXX at their own branches. " This information presented by XXXX XXXX is correct, but they do not include that the evidence I submitted is verifiable, that XXXX sold this credit card account to XXXX XXXX XXXX XXXX after the certified payment agreement was started with the 1st payment of {$120.00} as shown by the XXXX XXXX receipt, that this action of selling this credit card account was not notified to me by any means by XXXX before I accepted over the phone on XXXX XXXX XXXX, that what this payment agreement includes is just what the letter from XXXX XXXX signed by XXXX Manager XXXX XXXX on XXXX XXXX XXXX has in writing : I as customer, was never informed before I accepted the agreement, that XXXX could sell this same account, much less after the agreement was certified with the 1st Payment of {$120.00}. The collection XXXX XXXX XXXX recognized all this, informed in writing through here the C.F.P.B., that XXXX XXXX was going to repurchase this credit card account to solve this problem, and that the case was closed by XXXX XXXX, as informed by their legal representative in the CFPB received letter, XXXX XXXX XXXX. XXXX XXXX does not recognize all this, and more importantly, that their XXXX XXXX Attorney sent a letter that was contradicted with another letter by the same Santander Manager XXXX XXXX, in which she re certified that the account was still at XXXX XXXX, that the account was paid as I evidenced here at the CFPB, and at the credit bureaus, and that the certified payment agreement was Paid as Agreed with XXXX by myself and certified twice by XXXX Manager XXXX XXXX, even paid s agreed 1 month in advance, and this 2 contradictory letters are from this year XXXX. But, as of today, this same credit card account still appears reported at the XXXX main credit bureaus as a collection account, and charge off, even as failed to pay for the same 48 months or 4 years duration of month by month payments. XXXX XXXX does not mention all this in their response, but this account is disputed to me as showing incorrect information that damages all my possibilities for new credit in order to pay attention to my needs and this is penalized by the federal laws. XXXX XXXX response : " However, the Bank is still reporting a closed balance of {$0.00} after charge off/ collection paid and this information is false. As a desired resolution he is asking that this account be removed from his credit report. '' This XXXX XXXX response is also not precise as required by the Law : This account was paid under a certified payment agreement with XXXX XXXX exclusively to XXXX, not to a collection agency at all, that is what the credit report must say : but that is not what it says since XXXX XXXX XXXX, and now several years after, XXXX XXXX XXXX, i this account is still reported without precision, unfairly destroying any new credit opportunity if I request it, and leaving me only with unfairly too high interest credit options. And, I have to emphasize, I never asked this account to be removed from my credit report at all as XXXX XXXX wrote in their response quoted by me above this lines. I asked to be reported correctly and with precision, as required : If since XXXX XXXX the payment agreement made on XXXX XXXX XXXX was certified and started this same agreement paid directly to the original financial institution in this case XXXX , has to be reported just like that, Paid as Agreed since XXXX XXXX XXXX when the 1st payment was received, but that never happened XXXX XXXX response : : " Immediately following the receipt of this complaint, it was referred for investigation to the proper business unit. During the investigation, the Bank found that the Complainant had presented another complaint that was resolved by the Bank. On XX/XX/XXXX the payment was applied to the Complainants account and the Bank proceeded to correct the derogatory mark in the report. " But my credit report is still sowing the incorrect information. No one corrected anything at all. Bank Response `` XXXX XXXX Glance was generated in which it indicates that the account reflects a balance of {$0.00}. In this occasion the Complainant is complaining the that the account is still appearing in his credit report as closed balance of {$0.00} after charge off/collection paid. The account alleged was cancelled for charge off on XX/XX/XXXX, with a balance of {$6100.00}. The Complainant was making monthly payments of {$120.00} until he made his last payment on XX/XX/XXXX. Enclosed you will find a glance about the customer credit report where it states that the account is closed with XXXX balance. XXXX is fully committed with compliance of any regulation that affects our operations and with the full satisfaction of our clientele. Should additional information or clarification be needed, do not hesitate to contact XXXX. " But XXXX XXXX forgot to write, that I paid this credit card under certified payment agreement with month in advance last XXXX XXXX, not in XXXX, and that the credit report was showing it as not paid, and that their attorney XXXX XXXX decided to write what the evidence shows that is incorrect, that this account still had a balance that was not paid, and that the XXXX report was correct, until the same XXXX XXXX Manager who certified this same payment agreement for this XXXX XXXX Master Card Credit Card XXXX XXXX, managed to send a letter through XXXX certifying the account was with XXXX with a XXXX balance and no matte her signature does not appear was XXXX XXXX the XXXX XXXX Manager who made all the arrangement so a letter appeared contradicting XXXX XXXX attorney. Also, XXXX XXXX forgot to include, something that only Santander knows : : the few days delay for my XX/XX/XXXX credit card payment was fully documented at XXXX XXXX office with XXXX XXXX, but she never responded to my letter sent through XXXX XXXX XXXX XXXX Branch through one of their officers, because the Dept. of XXXX did not paid my XXXX Bonus that XX/XX/XXXX, there was a few days delay with my payment but the payment was made, and even with that I kept constant contact with the bank. Also, I never was infomed about this alleged charge off when I was contacted by XXXX XXXX, from XXXX on XXXX XXXX XXXX before I accepted the payment agreement over the phone with her. Her phone call of that day XXXX XXXX XXXX, was received by me as the XXXX XXXX response that never arrived., and the payment agreement I accepted included only what the letter signed by XXXX XXXX from XXXX certifies on XXXX XXXX XXXX, one day after the 1st payment of this same agreement, started. I have to add, that XXXX XXXX decided not to include anything specifically in this response about my XXXX XXXX XXXX and how it was fully updated, step by step, first through approved payment extensions authorized by XXXX and paid only to them not to any collection agency, and then paying the late charges for the 1st time on XXXX XXXX XXXX, and re starting the regular XXXX monthly payment, until XX/XX/XXXX a {$2000.00} payment I made fully updated this XXXX Loan as explained here, once again, To end, I have to remind the C.F.P.B. that XXXX XXXX Attorney XXXX XXXX wrote that XXXX XXXX XXXX XXXX is now in charge of what XXXX XXXX XXXX was : was XXXX XXXX who entered an agreement with XXXX in which they decided to represent XXXX even in something like this, knowing the evidence shows violations to 2 federal laws on the part of XXXX, and, that XXXX XXXX from XXXX contradicted her own letter which was simply repeating what XXXX said, no matter it is still wrong.. I will include what my credit reports is showing as of today regarding all this in this complaint, instead of sending a feedback, because this complaint is not solved until the credit reports at the 3 main credit bureaus are corrected with precision, repairing the damages after all this years.
Company Response:
State: PR
Zip: 00949
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: I called to obtain information about the debt. We negotiated a settlement amount. I told them I needed to pay the amount over time and that I would contact them in two days to move the process further while I looked for ways to raise the funds. During the call they obtained my bank account number. They contacted American Express and paid the settlement amounts in my name without my consent. I had no agreed to the settlement. They then attempted to charge my bank account for the settled amount in full. The payments were declined by my back and I incurred two overdraft charges. I do not know if American Express has settled the debt at the amounts they attempted to charge. I have no idea what is going on. There was no structure to the call. It did not follow any of the standard legal procedures or language that I have encountered in other calls like this.
Company Response:
State: NY
Zip: 10034
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-31
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: An agent ( debt collector ) for American Express took money f {$580.00} XXXX from my checking account after I called him and canceled an a tentative agreement we had made. We agreed that I will call him on XX/XX/XXXX before XXXX XXXX to accept the terms of of an agreement. On said date I called and canceled the agreement because the funds I was expecting did not arrive. The agent refused to cancel the agreement and went ahead and deposited the purported agreed upon amount which caused an overdraft in my account and resulted in an overdraft fee of {$35.00}.
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I upgraded my Amex Gold card to an Amex XXXX card in XX/XX/2021 upon receiving the following upgrade offer : - Spend {$2000.00} within six months and get XXXX Membership Rewards points - Earn an additional 9x Membership Rewards, up to {$15000.00} in spend, at grocery stores for a total of 10x Membership Rewards I completed both of these requirements in XX/XX/2021. Representatives via phone and chat have confirmed that the offer is attached to my account and I should have received the points. Terms of the offer state that I should have received the points within 8-12 weeks of purchase. That timeframe passed in XX/XX/2021, and I subsequently opened an investigation with American Express. The company has not responded to my requests for an update, and has not posted any bonus points. The total bonus points due are XXXX + XXXX ( 9 x {$15000.00} at grocery ) for a total of XXXX Membership Rewards points. I am asking the CFPB to contact American Express for an official response. No more investigations. The points should be posted in accordance with the bonus offer.
Company Response:
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I've never heard of or received anything from this company. I have no knowledge of these charges : Copied and pasted from website : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX NY I haven't bought anything from XXXX ny .
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a debt to pay to American Express. I had hired an attorney to negotiate a deal. This was due to Covid and my company closing. But I wanted to pay. Even though the deal was negotiated and a payment plan was in place. I broke my 401K to pay in full so they could discharge the judgment. On XX/XX/XXXX I spoke to XXXX XXXX who gave me instructions on how to pay my balance in full via a wire transfer. I immediately made a payment to XXXX account XXXX in the amount of {$4500.00}. Since then, I have been calling to clear my account. On XX/XX/XXXX I spoke to XXXX XXXX who told me I was given the wrong account number and to rest assume that the payment was made. He promised to call me back the following Thursday and I never heard from him. I was then sent to a XXXX on XX/XX/XXXX. Then on XX/XX/XXXX, I was handed over to XXXX XXXX. Who has yet to call me about this. I am now being told to call my bank and ask for the wire back. And that he will open a complaint. How does a company like Amex not know where a wire transfer is? I am really starting to think I have been scammed with this. I request that a supervisor or manager contact me at XXXX but never heard from anyone! I have sent them proof of full payment from XXXX with my statements Please help
Company Response:
State: NJ
Zip: 08831
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A