Date Received: 2021-07-10
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I have a Bluebird American Express prepaid debit card. An unauthorized party was able to steal my debit card information and withdraw funds from my account via ATMs without the access of the real card. A total of {$2000.00} was withdrawn without my permission from XX/XX/XXXX to XX/XX/XXXX. I discovered these withdrawals on XX/XX/XXXX and called the customer service number on the back of the card on the same day. The representative froze my account and opened a dispute for the seven unauthorized withdrawals totaling {$2000.00}. I submitted the declaration of fraud to the link they sent me on XX/XX/XXXX and received an email notifying me that the dispute was declined on XX/XX/XXXX. I called their fraud department after I received the notice and asked about the decision. The fraud department representative said they cant offer any information relating to the investigation over the phone and told me to write to them. The representative offered to open my dispute again, and I accepted the offer. The dispute was reopened on XX/XX/XXXX, and the declaration of fraud was resubmitted to them on XX/XX/XXXX. The dispute was declined again on XX/XX/XXXX. I realized after several attempts that my disputes were getting denied immediately and that representative was pulling me into a cycle of starting a dispute and getting denied without investigating the case. I mailed a letter to American Express requesting the reason for the earlier denial on XX/XX/XXXX, and they responded back on XX/XX/XXXX. In their response, they wrote that they made their decision without reviewing any of the documents I sent to them. I had sent them a police report and multiple declarations of fraud explaining the sequence of events. American Express has been reluctant to provide information on their decision on my case throughout this whole endeavor. As a customer, I had provided them with all the requested information within the requested time frame, and my disputes were still declined. It was frustrating to learn that American Express made their decision to refuse giving my money back without an investigation. A stranger was able to duplicate my card and steal my money, and American Express refuses to take any responsibilities. I feel helpless as a consumer because I dont know what else I can give to American Express to convince them that money was stolen from me and fraud was committed. Please help.
Company Response:
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: Please compel AMERICAN EXPRESS / BLUEBIRD to provide me full account history and balance. I request FULL TRANSACTION HISTORY specifying : 1 ) date, 2 ) dollar amount and 3 ) merchant BLUE BIRD / AMERICAN EXPRESS keep telling me I must setup an online account. I already setup an account and can not access balance or transaction history for this card. I believe I should have funds on this card - and can not access full transaction history online or via phone. I have tried for several months now to gain access to my account history - to no avail!!!
Company Response:
State: CA
Zip: 95037
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I moved in XXXX from XXXX XXXX to XXXX. I called the credit card company ( Amex ) and reported my address change several times and requested a statement be mailed to me. Every month I call and give them the address and now seven months later I still have not received statements. I have requested they send all past statements to me. Now I let them know that I will no longer make any payments until I receive a statement. What they are doing is illegal they can not expect payment and not tell me what Im paying for.
Company Response:
State: AZ
Zip: 85388
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I recently opened American Express credit card because they had a promotional offer of {$200.00} statement credit if {$1000.00} is spent during the first 90 days. I followed the rules and spent over {$1300.00} within the first 90 days. I recently came to find out that, after they made me spend over {$1000.00}, they denied me to give me the {$200.00} statement credit they promised me. I even remember chatting with one of their representatives on XX/XX/2021 asking him or her when I will get my {$200.00} statement credit and I was advised within 8-12 weeks of spending the {$1000.00} within 90 days. When I was chatting with the representative, I spent about {$600.00}. So, I wasn't there yet. So, I thanked him or her and continued putting charges on my credit card. Why are they making customers sign up by offering a promotion but then deny the statement credit after customer spends whatever amount they were required to spend? I will include my chat conversation with the American Express representative.
Company Response:
State: MN
Zip: 55112
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Today, XX/XX/2021, I received an email from American Express notifying me that my account XXXX was closed due to a business decision made from the company. I called American Express and was told that my account was closed because of recent returned payments. I appealed the closure of my account because money was stolen out of personal accounts that I use to pay my bills, over {$900000.00}. I have a police report filed with XXXX Police Department. This closure comes after American Express upgraded my account from a XXXX XXXX to a XXXX XXXX I am angry for the disconnect American Express has with not calling me and trying to figure out WHY the payments were returned if I was a valued customer like they say. My account started out as no spending limit and within 90 days a spending limit was placed on my account because I am XXXX. I have averaged over {$10000.00} monthly in spending with my American Express to be treated like this. You would think with what's going on in America a company like American Express would not blatantly discriminate against XXXX with a track record of paying their bills on time. I will not let this closure go unnoticed by the public. If it has happened to me, it's happening to other card members. My account should have not been closed, but rather suspended until payment was made due to my money being stolen. The accounts I have returned payments from has been closed and new accounts were issued as of today. I plan on fighting this matter with American Express.
Company Response:
State: CA
Zip: 92011
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Hi my name is XXXX XXXX. I love American Express. I filed the complaint to CFPB on XX/XX/21, and the response letter is attached. Here is the story : I applied for the AMEX platinum card on XX/XX/21 with signup bonus as XXXX for {$5000.00} spending plus XXXX for grocery and gas stations in the first 6 months for up to XXXX XXXX dollars ( screenshot evidence attached ). Over the past 6 months, I only received 1 point per dollar for the {$14000.00} grocery and gas spendings I made but not the extra 9 points per dollar. In total, AMEX owes me XXXX points by promise. The previous CFPB complaint ended up with a response letter which I completely disagree with. First, the sign-up bonus was confirmed with an AMEX online chat agent on XX/XX/21 ( screenshot evidence attached ). Second, the letter stated that there was a pop up window denied my eligibility of welcomes bonus, which I swear to XXXX there was none. I would NEVER proceed the application if I saw any, just because I am a normal person and I am not XXXX or XXXX. Third, part of the welcome bonus ( XXXX bonus ) was actually issued after {$5000.00} spending requirement was met, making words in the letter against its own. I deeply believe I was tricked by a failure in the IT system which the IT department in AMEX was not aware of. I feel so bad to be penalized so hardly when I did nothing wrong. If AMEX can not honor the offer it was promised, I may need to further report to the Office of the Commissioner of Financial Regulation in the State of Maryland in order to get a full investigation to probe into the misleading marketing and false promotion issues. Yours, XXXX
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I, XXXX XXXX, consumer, natural person, and original creditor of an open-end credit plan, was denied my right " 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 ' adverse action taken 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 is now civilly liable to pay me for the damages.
Company Response:
State: SC
Zip: 29710
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I got an email from American Express ( AMEX ) about a personized offer as below : " We disclosed an incorrect Annual Membership : When you accepted the online upgrade to the Hilton Honors Aspire Card, we disclosed incorrect terms for the Annual Membership fee. We sincerely apologize for any confusion this may have caused. We want you to come back : To make things right, we'd like to invite you back to Hilton Aspire - we'll honor the terms you accepted of {$0.00} Annual Membership fee for the first year and {$95.00} for the second year. What happened : The Annual Membership fee terms you accepted were incorrectly disclosed. What we did about it : We will honor the terms you accepted {$0.00} for the first year and {$95.00} for the second year. On or after XX/XX/XXXX, your Annual Membership fee may be increased to the current fee for the Hilton Honors Aspire Card at that time. If so, you will receive a notification before your Annual Membership Fee is increased. Next Steps : If you'd like to take advantage of this invitation, please call us by XX/XX/XXXX at XXXX - XXXX - XXXX and share this personalized offer ID, XXXX. '' The email title does not say I need to take actions on this offer. It is easy to mistakenly assume this would be done automatic. However it turned out that I need to call them. As a result, the card is still not upgraded, and they now refuse to honor the offer.
Company Response:
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I got an email from American Express ( AMEX ) about a personized offer as below : " We disclosed an incorrect Annual Membership : When you accepted the online upgrade to the Hilton Honors Aspire Card, we disclosed incorrect terms for the Annual Membership fee. We sincerely apologize for any confusion this may have caused. We want you to come back : To make things right, we'd like to invite you back to Hilton Aspire - we'll honor the terms you accepted of {$0.00} Annual Membership fee for the first year and {$95.00} for the second year. What happened : The Annual Membership fee terms you accepted were incorrectly disclosed. What we did about it : We will honor the terms you accepted {$0.00} for the first year and {$95.00} for the second year. On or after XX/XX/XXXX, your Annual Membership fee may be increased to the current fee for the Hilton Honors Aspire Card at that time. If so, you will receive a notification before your Annual Membership Fee is increased. Next Steps : If you'd like to take advantage of this invitation, please call us by XX/XX/XXXX at XXXX - XXXX - XXXX and share this personalized offer ID, XXXX. '' I requested to accept this offer, but AMEX had no record in their system. As a result, the card is still not upgraded, and they now refuse to honor the offer.
Company Response:
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: American express ( AMEX ) uses 'Amex Offer ' promotional feature to attract customers to use their cards in particular categories. However, AMEX misleadingly hide the time zone in the Amex offer which they uses to measure if the charge is qualified. I have a Amex Offer added to my card ending in XXXX which was called " XXXX XXXX XXXX XXXX Spend {$300.00} or more, get {$60.00} back. Get a one-time {$60.00} statement credit by using your enrolled Card to spend a minimum of {$300.00} in one or more transactions, on room rate and room charges, when you pay for your stay at XXXX XXXX XXXX XXXX from XX/XX/2021 to XX/XX/2021. '' The charge was made at XXXX XXXX PST ( pacific time ) on XX/XX/2021, which was supposed to be eligible for the offer. However, Amex refused to reimburse {$75.00} according to the offer because they said my charge was made at XXXX MST ( mountain time ) on XX/XX/2021. I have no problem if Amex had told the customers that they use MST mountain time in the details of the Amex Offers. However, since the Amex Offer does not mention which time zone it uses, it is natural to assume it was measured in the customers ' city 's time zone. In my case, this charge should still be eligible as it was done on XX/XX/2021.
Company Response:
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A