Date Received: 2021-07-20
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: amex travel rewards unusable, frozen and made very difficult to use. I am unable to use my points, called amex travel, after multiple hold, hangups, and 5 hours of waiting, was told i can not use my rewards points online or over the phone, kept transferring me to different people departments, hanging up the phone and i still do not have a solution, amex refuses to refund my annual fee and i can not use my points.
Company Response:
State: TX
Zip: 75204
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: card reinstatement however, for that we assess a {$25.00} reinstatement fee for all Consumer and Business products that qualify for reinstatement ( approved ) from a derogatory status. XXXX - XXXX XXXX I am not sure what that means American express ... processed an auto draft Instead of drafting the min.balance they drafted below the minimum and accessed a {$40.00} late fee. I thought that was unfair ..because they often write and tell me with my low balances they won't accept any auto payment ... XXXX account ending in XXXX .... They adjust the payment all the time ... except when it is to their advantage ... American Express ...
Company Response:
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: This is a response to a closed CFPB Complaint XXXX with American Express. XXXX XXXX for American Express Customer Advocate Services Team answered my complaint and provided letters and other documents. In a XX/XX/2021 letter from American Express " Based on your credit report, you are or have been past due with other creditors. '' American Express response is troubling due to the fact I have no past due accounts with creditors. My profession is XXXX XXXX XXXX and I am updated every day by XXXX and I have yet to receive an alert about a past due account. American Express claim is bogus and a blatant lie that was caught by me during the complaint process. Since American Express closure of my account I have been approved for a {$93000.00} car loan and {$20000.00} credit card. Being past due with creditors does not allow me this luxury. Shame on American Express.
Company Response:
State: CA
Zip: 92011
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: This is a follow up to a previous complaint filed with the cfpb complaint # XXXX On XXXX XXXX, I received a response via the cfpb portal that said American Express was still conducting an investigation regarding my fraud claim, and that an investigation regarding a claim opened XXXX XXXX was underway. They promised that they would send an email when their investigation was complete. On XX/XX/2021, I received an email from American Express Serve telling me that they were once again denying my fraud claim, and suspending and closing my account. I felt that this action was retaliatory for my filing a claim with the cfpb. On XXXX XXXX, I sent by US Mail, a certified letter to American Express Serve for an explanation of the Consumer Use Violation, Section 15D, which they gave me as a violation, and reason for closing my account. I asked their representative on the phone for an explanation of that violation, and was told I must look it up online. I was never able to locate an explanation of 15D. I no longer have access to my account, therefore, I requested copies of statements of my account from XXXX, XXXX, XXXX, XXXX and XXXX of 2021. I have yet to receive those documents. I also sent in a separate letter to request they reopen and continue my fraud claim investigation. The only correspondence Ive received from them is a check for {$70.00}, and a check for {$0.00}, which they say was the balance in my account. My claim is a crime of fraud and theft, and should be recognized as such by American Express Serve. Once again, I still have the debit card in my possession ; have always had the card. I didnt give anyone permission the make these charges, and I didnt make them myself.
Company Response:
State: CA
Zip: 91321
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Hello - I applied for the American Express XXXX XXXX XXXX on XX/XX/XXXX. At the time, I was in the process of purchasing a XXXX flight on the XXXX website when the offer for a {$200.00} credit + XXXX miles promotional welcome bonus appeared on the check out screen contingent on an approved application for the XXXX AmEx card. I fly XXXX frequently and have a few trips coming up where this could be useful so I decided to apply and was approved immediately. The terms and conditions during my application process ( attached ) indicated this offer was " not available to applicants who have or have had this or previous versions of this card ''. As this was my first time having or even applying for any version of the XXXX AmEx card, I had no reason to believe this offer did not apply to me, nor was I told at any point during the application process. I have one AmEx card which I opened in XXXX. It is the AmEx 'Everyday ' card, which is completely unrelated to the XXXX XXXX of AmEx cards. The terms and conditions specified the offer was only contingent on not having any current or previous versions of the XXXX card. After receiving my card, in order to get the bonus, I had to spend {$2000.00} and make a XXXX purchase with it. Both of which I have since done within the 3 month timeframe specified. When I did not see the miles or credit appear on my account, I decided to contact AmEx. I initially called in and the representative told me there was no clear reason I was denied the welcome bonus and opened a case for me ( XXXX ). After which, I contacted the chat support function and after a lot of back and forth ( screenshots attached ), the rep informed me that I was denied the bonus because my AmEx XXXX ' card from XXXX had an APR offer and my general history and number of cards with AmEx? However, this was only my second AmEx card ever, and I've never done a balance transfer nor have I ever been late on a payment. No where in the advertised promo offer did it indicate an unrelated credit card I have from 5 years ago would disqualify me from receiving this bonus, nor was I ever outright told. I had to seek out AmEx in order for them to inform me of this. I applied for this card, had my credit pulled and spent $ XXXX on this card in the belief that I would be receiving the welcome offer which initially led me to apply. I believe this is a case of bait and switch, where I was arbitrarily and wrongfully denied what was initially promised.
Company Response:
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Amex has over the past month reduced the credit limits across all 3 of my accounts by more than {$17000.00} on {$0.00} to low balances. I originally sent a few complaints on the first two cards. I noticed today that they did the same to my third and final card this reducing my {$20000.00} credit limit to less than {$3000.00} across 3 accounts. It is my firm belief that American Express is acting with malice and intention to sabatoge my financial well being by reducing my available credit by more than {$17000.00} to effectively significantly increase my credit utilization ratio as a result and cause significant financial harm. Since XXXX AMEX has lowered my credit limit from {$12000.00} to {$10000.00} due to my larger credit utilization from several family emergencies in XXXX. I have worked hard since then to drop my credit utilization from 90 % to 20 %. I have never missed any payments, had late payments, or had any account issues with any credit card companies or AMEX. I also always pay several times more than the minimum payment every month. Over the years I had reduced the high balances of two of the AMEX DELTA Skymiles card ( each {$5000.00} credit limit ) to {$0.00} balances. Leaving only the XXXX XXXX XXXX XXXX ( card number XXXX : balance of {$8700.00} of {$10000.00} ). During this entire time period my credit score was increasing ( not decreasing ). In XX/XX/XXXX I paid off entire balance of {$8700.00} ( {$0.00} balance ) on the XXXX XXXX XXXX XXXX ( XXXX ). I have perfect payment history on all XXXX of my AMEX card accounts since XXXX. I have never missed a payment, had a late payment, or had any issues with my accounts. My credit score increased since XXXX every month, while my credit debt was exponentially shrinking ( see attached XXXX FICO report to show it shrinking ). On XX/XX/XXXX after attempting to make a purchase online for a friend who was paying me back with cash same day ( transaction denied ) on card ( XXXX ) my limit went from {$10000.00} to {$1000.00}. This left me highly ashamed and embarrassed in front of my friend. I called AMEX same day, after speaking with a representative from the Responsible Lending team they claimed that my XXXX FICO score had dropped to XXXX and I had recent inquiries to credit ( my XXXX FICO score is actually XXXX and my XXXX FICO score is XXXX ) - see attachments. The representative told me to submit my financials to them. I explained to the representative that I would like to resolve the credit limit decease issue ASAP before they report it to the credit bureaus and potentially cause a snow ball effect with my credit score. She said she noted it on my account. I received a link to upload documents on XX/XX/XXXX - I uploaded the documents same day. On XX/XX/XXXX after making a {$9.00} purchase for a XXXXXXXX XXXX XXXX on a {$0.00} balance card ( Delta Sky Miles Gold - card number : XXXX ) with {$5000.00} credit limit, my credit limit was again reduced from {$5000.00} to {$1000.00}. Upon calling Amexs Responsible Lending department ( same day ) to speak with a a manager, I was denied. The representative claimed that the manager will not speak to me until they have fully reviewed my account. I did not get a call back. Only XX/XX/XXXX I called to follow-up with the Responsible Lending department and I spoke with a representative who informed me that I just need to send my XXXX FICO score that shows XXXX to them so they can manually override the issues. She provided me with a FAX number : XXXX to AMEXs Credit Bureau Unit. I again explained that I would like to resolve the credit limit decrease issues before they report it to the credit bureaus and cause a snow ball effect on my credit score. She said she noted it on my account. I spent hours preparing the requested documents during the holiday to quickly submit the requested documents same day. Only XX/XX/XXXX I called to follow-up on the FAX sent and the Responsible Lending department representative explained that I was given the wrong FAX number and that the Credit Bureau Unit will just destroy all of the documents I sent. The representative provided me with another FAX number : XXXX and asked me to FAX my documents to them there. I spoke to a supervisor and he confirmed the FAX number, I again reminded the supervisor that they need to expedite my paperwork, because my monthly statement closing times were coming up and that I want to fix the credit limit issues on my account before they report it to the credit bureaus and cause me financial harm and a potential snow ball effect on my credit report - the supervisor said he noted my account and marked it urgent. I resent two sets of the documents with a summary of my case to them on the cover letter ( please see attached FAX confirmation for the two FAXes ). I then called again to confirm the number one more time with AMEX Responsible Lending department and it was confirmed. On XX/XX/XXXX I called to follow-up on the FAX and the Responsible Lending department representative explained that they received no FAX ( see attached FAX reports confirming FAX sent ). The representative then claimed that my name was not on my financials that I had sent ( it was, and after a lot of back and forth they dropped it - but I have no idea the status or outcome ). The representative them requested that I give him 48 hours to 5 days to investigate the FAX. I again reiterated the urgency of resolving the issues before AMEX reports it to the credit bureaus and cause irreparable financial harm to me. The representative again said he noted it on my account. On XX/XX/XXXX upon checking my Amex accounts my third account Platinum Delta Sky Miles ( XXXX ) credit limit was reduced from {$5000.00} to {$1700.00}. Not only has Amex not heeded my several stressed complaints of harm, they have continued to harm me by now reducing my total credit limit on all accounts by more than {$17000.00} on low to {$0.00} balance accounts. This reduces my total available credit by 1/3 and has significant impact on my credit score and financial well being. My credit score over the years has only increased and not dropped, so it is very odd and strange that AMEX would now choose to reduce my credit limit so dramatically by reducing it over {$15000.00}, when I have never missed a payment, I have perfect and excellent payment history on all my accounts with AMEX and with all of my credit card companies. In fact throughout the entire COVID pandemic I paid of more balances. Especially since I just paid off my $ XXXX balance and kept XXXX balances on my other 2 AMEX cards. I have also had my AMEX cards since XXXX. My credit card debt has shrunk by 90 % over the past few years, after I had several family emergencies in XXXX. I have been nothing but a responsible individual - paying off my high balances several times, and always making payments on time and paying several times more than my minimum payments every month. This now feels like a highly intentional, calculated, and deliberate attempt by AMEX to not resolving my issues in a timely fashion and manner. It also feels as if AMEX is deliberately creating a circumstance to which they sabotage my credit score and directly cause an unfavorable situation for me financially - to create the very thing their company claims it is trying to protect itself against. This self-fulfilling prophecy and snow ball effect directly caused and created by AMEX appears to be calculated and highly intentional, or AMEX is highly negligent and inefficient. Either way they are on a path to cause irreparable harm to me. They have already caused me enough mental, emotional, and psychological pain, suffering, and embarrassment.
Company Response:
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2021, I chatting with American Express, chat ID XXXX to close my XXXX XXXX XXXX card ending in XXXX. I confirmed with XXXX, the representative, many times that I was canceling this card and I agreed to the disclosure he sent which clearly stated XXXX XXXX XXXX card ending in XXXX. Minutes later, I received a cancellation email and to my surprise, XXXX canceled the wrong card. He canceled my XXXXXXXX XXXX card ending in XXXX which I opened 2 months ago. I chated again, Chat ID XXXX, this time with XXXX, he submitted a request to re-open my XXXX XXXX Card.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
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: In XXXX of 2019, someone solicited my credit card information that was only allowed for emergency use. Within a very short period of time, he maxed out all credit lines, opened a new one, and attempted to open more. In total, the amount was around {$38000.00}. He gave me money a few times to pay down the balance assuring me that it was temporary and he was going to pay it all off. In hindsight, he was likely pulling out cash advances from mine or even other people 's and giving me that instead! Now the Credit companies think this was fully approved since it looks like I was paying the cards down. In reality, I was frantic and desperately trying to save my credit score that was around XXXX prior to all of this since I had never experienced this level of betrayal before. He soon became extremely difficult to contact, so I spoke to his family and close friends. I learned he has done this to at least two other people who were close friends or relatives. In total, the amount stolen is around {$220000.00}. That's only what we know of! Please be very careful on who you trust, check your statements every month, and cancel your cards as soon as you think something is wrong.
Company Response:
State: CA
Zip: 94559
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There is an unauthorized inquiry on my credit report from American Express on or around XX/XX/2019. I did not give American Express permission to pull my credit.
Company Response:
State: CA
Zip: 90302
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: We signed up for Credit Card in XXXX. There were rewards points available. We never received the reward points. We've been in touch 3-4 times since XXXX. They never responded until this 5th attempt. They've denied the reward points and denied returning our annual fee as they stated we needed to cancel within 30 days. However within that 30 days we never got a response on the points. They are " unable to provide any help '' and state they will call us back later. So this means we have to wait longer and out the money and points.
Company Response:
State: MI
Zip: 48843
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A