Date Received: 2021-05-24
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I have an American Express SERVE prepaid card. On XX/XX/XXXX. I noticed that my card was being used at an ATM while I still had it in my possession. I called customer service to report fraud. I immediately changed my pin # through the online banking app while filing my fraud dispute over the phone. I Do not know who someone could have access to my pin #. During filing my dispute I also discovered that someone also used my card on XX/XX/XXXX. On XX/XX/XXXX there were XXXX ATM transactions that I did not authorize. Someone withdrew {$100.00}. after that they withdrew {$300.00}. Then {$300.00} again. On XX/XX/XXXX there were XXXX ATM transactions also of the exact amounts {$100.00}, {$300.00} and {$300.00} again. Whomever had my card continued to try to withdraw more money, but the daily card limit was reached, so I was charged an ATM decline fee of {$0.00} on both XX/XX/XXXX and XX/XX/XXXX. I filed my dispute on XX/XX/XXXX the fraud was in the amount of {$1400.00}. the ATM decline fees were not included in these charges. I provided my declaration of fraud paperwork as instructed to. I believed this would be a simple investigation because American Express is a prestigious company with tons of experience. I uploaded my declaration of fraud paperwork on XX/XX/XXXX around XXXX. By the morning XX/XX/XXXX I received an email from American Express Serve stating that my dispute was declined. This raised major suspicion because I wondered how could this company investigate this dispute so fast, when I just submitted my paperwork the night before. on XX/XX/XXXX I called American Express SERVE and requested information on the reason my dispute was denied. I was told that I can not speak to anybody from that department and I would have to write a handwritten letter to their P.O Box to reviewed any documents that American Express SERVE relied upon in making their determination to decline my dispute. On XX/XX/XXXX I sent my letter to American Express SERVE via XXXX mailing, my letter was tracked and arrived. Today is XX/XX/XXXX and I never received the documents that customer service told me that I could receive from writing my handwritten letter. Also on XX/XX/XXXX when I called to request information on the reason my dispute was denied, I was told I can file the dispute again, so I did in hope that there was an error in their investigation process. Over the weekend this issue bothered me so much that I started to research the company to see if anyone else went through this same debacle that I am experiencing. I discovered upon googling " American Express SERVE dispute declined '' there were hundreds of people exclaiming that their disputes were declined and thy felt that something wasn't right with this company 's fraud department. I seen someone report the exact thing that happened in my case. I hadn't had any funds in my account, but as soon as I received my {$1400.00} stimulus direct deposit, my account was targeted and somebody stole my money. I became overwhelmed in digging deeper into this issue. this led my to come across the email address for the CEO of American Express. I immediately emailed him and gave him all information surrounding my issues with American Express SERVE and their process of investigating my fraud dispute. He exclaimed that somebody would look into my issue from American Express team and get back to me. I Received a call from an American Express customer service member, we went over the charges totaling to {$1400.00} in which I am disputing. I was asked to provide information that could assist them in their own investigation. I exclaimed to them that for starters, I never attempted to withdraw {$300.00} from my account since its been open, I usually only use XXXX ATM machines which are free of fees with a XXXX card. These ATM are located in XX/XX/XXXX stores. They have a max limit of {$200.00} withdrawals. Also I exclaimed that I have never used my card anywhere near the location of where this ATM fraud transactions occurred. I do not live in XXXX, NY which is an XXXX XXXX XXXX XXXX away from the address I have on file in the XXXX, NY with this American Express SERVE account. I told the American Express associate that the last time I used my prepaid card prior to the fraud charges which occurred on XX/XX/XXXX and XX/XX/XXXX was on XX/XX/XXXX for {$1.00} for the XXXX XXXX XXXX XXXX XXXX. After I provided all the information I had, I was told that somebody would reach out to me by XX/XX/XXXX. On XX/XX/XXXX an American Express Executive Assistant contacted me via email and exclaimed they haven't even received a response from the American Express SERVE team, so I should be patient. I received another emailed on XX/XX/XXXX from the same American Express Executive Assistant exclaiming that thy still haven't heard from the American Express SERVE teaming to be patient, and I should receive a follow up email no later than XX/XX/XXXX. On XX/XX/XXXX I sent the Declaration of Fraud form to the American Express Serve fraud department. Then, on XX/XX/XXXX is when I became extremely suspicious of this entire situation. My second dispute was also declined. I wondered are all disputes automatically declined? How does the American Express SERVE team not respond to the American Express Executive Assistant for days, but soon as I sent my declaration of fraud form I get a response saying my dispute is declined. This made me very frustrated, I spoke this the American Express Executive Assistant over the phone and I was told that the XXXX team exclaimed that my dispute was declined because the ATM transactions totaling of {$1400.00} were around the address that I have listed on file with them. I asked the American Express Executive Assistant does she clearly see that I live in the XXXX, and that this occurred in XXXX, NY. The American Express XXXX XXXX said they do see that the ATM disputed charges were in a different borough than the location of my address on file. i then asked the American Express Executive Assistant how could you accepted an answer from American Express SERVE that you know is inaccurate. The American Express Executive Assistant told me that it is nothing they can do, and that they only stepped in to mediate the situation. I then asked the American Express Executive Assistant can she email the information that she provided over the phone in which the XXXX fraud department gave in reference to the reason my dispute was declined, because I want to file a lawsuit against the company. I only requested for this to be sent to me via email because American Express SERVE fraud department still haven't sent me the documents that they said I have the right to review which led to my declined dispute. The American Express Executive Assistant never responded with the information via email. I've reached out to them again and nobody has emailed me the details of my dispute being decline. I simply just want to file my lawsuit at this point, but this company has not sent me any documents that they stated I would get when I wrote my handwritten letter. I Need this information for my lawyer to move forward, and nobody is coming forth with anything.
Company Response:
State: NY
Zip: 10469
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: american express is reporting incorrect information on my credit report i have never had an american express credit card they must have mistaken me for another person
Company Response:
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have had a XXXX from American Express card for many years and have not made any new charges to my account since XX/XX/XXXX. It has essentially been dormant. Unfortunately, I had one remaining annual subscription tied to this card unbeknown to me. A {$30.00} charge from Ring for annual subscription was charged on XX/XX/XXXX. Because I had not used this card in an entire year, I was unaware there was a balance due. Fast forward to XX/XX/XXXX when I discovered a balance of {$140.00} on my account for this {$30.00} charge. I was floored to learn I had {$110.00} in fees on a {$30.00} charge. This balance resulted from the {$30.00} subscription charge XXXX XXXX bill ), plus {$29.00} late fee XXXX XXXX bill ), plus {$40.00} late fee XXXX XXXX bill ), plus {$40.00} late fee XXXX XXXX bill ) and the remainder being interest charged. I never did receive a bill for XXXX or XXXX and did not see my XXXX bill until XX/XX/XXXX when I discovered I had missed the most recent payment due date by 2 days. Granted I was not monitoring my account more closely and Amex agreed to waive one month of late fees or {$40.00} when I contacted them. But I am still left with {$69.00} in late fees for a {$30.00} bill which feels very unfair and unreasonable. I don't know how it's possible that credit card companies can be allowed to assess such high fees on late payments, particularly during this time when people are struggling financially, emotionally and physically. My mother has been in and out of the hospital twice since XX/XX/XXXX and some grace would have been appreciated but these companies are solely focused on profits. I have already paid my bill with the 2 excessive late fees but it angers me that credit card companies routinely assess these outrageous fees that exceed the original amount charged. My first late fee amounts to 97 % of my charge and the second late fee is 133 %. I had to pay nearly 2 1/2 times my initial charge amount in late fees to bring myself current, ( not including the interest ) which is ludicrous. I am not against the assessment of a late fee as I know I hold responsibility as well. But these types of charges that show up resulting from a subscription need to be looked at as well. There have been no other charges on my card so why would I think to look at my statement? I do hope that the practice of assessing a late fee, regardless of the amount owed, can be reviewed and reformed. It truly hurts the consumer when the amount of the late fees are so unreasonable when compared to the actual dollar amount owed. And I don't understand why subsequent late fees are even higher than the initial one, particularly when there are no new charges ... other than late fees on top of late fees. I'm aware it's legal for credit card companies to assess these fees and that I was informed of such fees in disclosure language. I don't even expect my outcome to be any different than what it is. I just feel the system as it stands no longer reflects how many bills are automatically charged to us, making it convenient for business but can put the consumer in a precarious position and it all needs to be reviewed for fairness to the consumer.
Company Response:
State: CA
Zip: 92602
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
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 card. Someone stole the card number from me and used it to spend over XXXX of my money. I disputed this 2 times both times they said they was not going to give me a refund. Then without warning closed the account. Now my simulios check. My taxes and my XXXX has no account to go into. This happened a 2 months ago. I just now found you guys and I hope u can help me
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have an American Express Everyday Preferred credit card that had an introductory 0 % APR on purchases and an annual fee of {$95.00}. The introductory rate expired XX/XX/XXXX. I was incorrectly charged interest during the introductory period, for the statement that closed on XX/XX/XXXX. I was then further charged interest in the statement that closed XX/XX/XXXX, despite paying the Adjusted Balance in full by the due date of the XX/XX/XXXX statement, that payment due date being XX/XX/XXXX. I opened a complaint with American Express regarding these matters and received a vague response about trailing interest. The application of trailing interest on this occasion is invalid, as I should never have been charged interest in the XX/XX/XXXX statement, because I was within the introductory rate period. Subsequently, I should not have been charged interest in the XX/XX/XXXX statement, owing to the incorrect charging of interest in the statement prior. American Express is inconsistently applying their procedures. For example, I have a Hilton Honors credit card account with American Express. It was subject to an introductory 0 % APR that expired XX/XX/XXXX, the same date the statement was issued. I paid the Adjusted Balance in full by the payment due date on XX/XX/XXXX, and correctly, no interest was charged on the statement that closed XX/XX/XXXX. The analogous circumstances apply in the current case with my Everyday Preferred credit card account, yet interest has been charged. I suspect there is a technical issue surrounding the interest treatment of the annual fee. I was also charged interest in XX/XX/XXXX when the annual fee was first charged to my Everyday Preferred account. American Express at the time, rightly acknowledged that interest should not have been charged and corrected the issue. The same should apply now, and I should be refunded interest that was charged in the XXXX and XX/XX/XXXX statements, in line with the practice in the Hilton account in XX/XX/XXXX.
Company Response:
State: MD
Zip: 20706
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I had {$1700.00} on my card XX/XX/2021 I went to sleep woke up my phone was stolen so I had to go get a new one I logged into my XXXX account and seeing some transactions that was made that wasn't me so I called and and disputed the transactions and so I can get to to bottom of the promble and get it taken care of and to fine out who and why they made the transactions without my permission .well for some reason american express serve card threw XXXX XXXX tax service from fraud department people denied my dispute I did on the transactions for XXXXXXXX XXXX,2021 and XXXXXXXX XXXX,2021 for the amount of {$1600.00} to XXXX XXXX for some reason. And I am so sick and XXXX out over this promble and situation that it's causing my XXXX XXXX to stay high and me to have XXXX XXXX everyday since the day this matter took place
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: on or about XX/XX/XXXX American express put on my credit report a charge off for {$4000.00} dollars i do not owe American express any money and i want this off my credit report and i had a XXXX credit score and this situation dropped my credit score down to XXXX so i am making this formal complaint of unfair business practice 's especially in theses difficult times i take pride in my credit and i feel there is malfeasant 's going on at AMERICAN EXPRESS!!
Company Response:
State: NJ
Zip: 08087
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I've sent dispute letters to American Express on 3 different occasions via certified mail through the United States Postal Service. All have been delivered and signed for on XX/XX/2021, XX/XX/2021 and XX/XX/2021 with receipts from the USPS certified mail. The reason is for a dispute that they are reporting inaccurate information on my Credit Reports and failing to state or mark that my dispute inquiries are being disputed on all my reports. By law, they are supposed to mark the report as being disputed and they have failed to do so with any of the certified communications that I have sent them that were signed for in the dates listed above. By not following the law and marking my report as disputed or sending verification, it needs to be removed from my Credit Reports. Thank You, I've tried to resolve this with the company and ask for validations, but they have failed to do so.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I, Consumer XXXX d/b/a XXXX XXXX XXXX XXXX, entered into a consumer credit transaction with American Express in which multiple federally protected consumer rights were violated. On XX/XX/2021, American Express received documents on my behalf via USPS. One of the documents included a debt validation letter. At the end of this letter, I respectfully demanded that payments made on my behalf to this disputed " alleged debt '' be refunded by check payable to XXXX XXXX XXXX. These demands were made pursuant to 15 USC 1692h which states : If any consumer owes multiple debts and makes any single payment to any debt collector with respect to such debts, such debt collector may not apply such payment to any debt which is disputed by the consumer and, where applicable, shall apply such payment in accordance with the consumers directions. To date this has not been done. In addition on XX/XX/2021, American Express violated my consumer rights by threatening to take legal action if this alleged debt became past due by placing with a legal collections agency. I understand that this violates 15 USC 1692e ( 5 ) which states : A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 5 ) The threat to take any action that can not legally be taken or that is not intended to be taken. On XX/XX/2021, a representative from American Express expressed to me that they are handling my account in accordance to ALL applicable laws and regulations. This bold statement informs me that they are knowingly and willfully violating my federally protected consumer rights.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My dispute is regarding a fraud issue with American Express XXXX which is a prepaid card from the American Express Company. On XX/XX/2021, there were 3 unauthorized withdrawals from my XXXX account. ( XXXX for XXXX, and XXXX for {$300.00} XXXX. On XX/XX/2021, there were 2 unauthorized withdrawals from my account XXXX both for {$200.00} XXXX. Each of those amounts include {$1.00} service charge. All 5 were from 2 different XXXX restaurant ATMs in XXXX, NY. I discovered my loss of funds when I tried to use the card for a purchase on XX/XX/XXXX, and it was declined. {$1100.00} had been withdrawn from my account. I called the American Express Serve Fraud Division, and made a claim immediately. They sent me by email copies of the 5 transactions, and requested I send them a Declaration of Fraud, which I sent to them right away. Several days later, I received an email from American Express telling me that my claim had been denied, and that if I wanted to know why, I had to request an explanation by mail from an address in Georgia. I reopened the investigation, and requested an explanation by mail, to which I never received a response. I once again submitted a Declaration of Fraud, and was denied. After being denied for claims on XX/XX/XXXX, XXXX, and XX/XX/XXXX, I obtained a police report from the XXXX XXXX Police Department XXXX to submit with my next Declaration of Fraud, and claim. My fraud case was denied again on XX/XX/XXXX, and XX/XX/XXXX. I submitted the 6th claim today. XXXX XX/XX/XXXX ). I asked American Express to please look at my past account statements, to see that I have never withdrawn money in this sequence. I also requested that their investigators request video from those restaurants to try and identify the suspects who withdrew the money. On XX/XX/XXXX, I contacted the American Express Office in New York XXXX, and spoke to an American Express Executive Assistant, XXXX XXXX, who said he would speak to someone from the prepaid Specialty Unit, and follow up with my claim.Unfortunately, he was given the same response I was. Based on their investigation, no error had occurred, and all 5 transactions in question had been authorized. I have the American Express card in my possession, and have always had it in my possession. I did not withdraw this money from my account, nor did I give anyone permission to use my card. Ive reopened the claim 6 times, and have been denied 5. Ive given them all the information I have regarding this incident. Apparently, the customer service unit for American Express is based in XXXX XXXX. I havent been able to speak with anyone in the United States from American Express Serve except the Executive Assistant in New York. Please help me find out what information they are using to make their decision, so I can dispute it with accurate information. The money that was taken was COVID stimulus money that I cant afford to lose.
Company Response:
State: CA
Zip: 91321
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A