Date Received: 2021-05-17
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have been working with a debt consolidation company and paid off a negotiated settlement with American Express and XXXX XXXX. The resolution has not been reported to credit bureaus. Furthermore, my loan officer told me the resolutions have not shown up on my credit report. I have repeatedly contacted the aforementioned financial institutions and I have either heard " there's nothing in our system '' or " the letter is in the mail '' or they direct me to other departments that have nothing to do with my issue. This has been going on for close to a month and nothing has happened and no letter has been received. This is effecting my ability to get a loan for a home with the lowest possible interest rate.
Company Response:
State: MN
Zip: 55305
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I opened a XXXX card account and have been using it for many many years but for the last 2 months I can't access my money. My daughter also has an account and can't logon to access hers neither which made me learn that all XXXX card holders have not been able to logon or have any access to our accounts. Do a simple search and you will see hundreds complaining of the same and it's been months. I troubleshot the issue on all kinds of XXXX tablets and computers to check ( I'm a professional XXXX ) and it's all the same the XXXX app nor website has logon ability. See screenshots of their website and XXXX app. blocking logon XXXX has no access for anyone. Noone can withdraw their money!!! I've contacted them several times in all aspects such as customer service forms, direct emails and phone numbers which, myself nor my daughter or others have never received a reply or have been able to get a amex representative live person to pick up the call. It's been months now and so it is absolutely criminal on their behalf to steel our money. I don't know what else to do so I'm looking for help. Thank you and I appreciate any assistance you can give us to get our money out if XXXX
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Due to a program I have been involved with, XXXX XXXX, I have closed my credit card accounts in an effort to avoid incurring unsecured debt. In XX/XX/XXXX I paid down my balance to XXXX on my American Express account # XXXX XXXX XXXX. In XX/XX/XXXX I called an American Express representative to request closure of my account and she confirmed to me that my balance due was indeed XXXX. In XX/XX/XXXX American Express sent me a statement with an entry they had made in error regarding a " transaction reversal '' dating from early XXXX. I've written to American Express numerous times ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) requesting a correction and confirmation that my account balance is XXXX as I was advised when I closed the account in XX/XX/XXXX. Their only response is sending me multiple letters stating that they will be sending me " copies of statements that I requested ''. At no time did I request any copies of statements. This feels like harassment at this point and I've requested once again in a XX/XX/XXXX letter to confirm that I have a XXXX balance and they will not report any negative information to credit bureaus. I had this account with American Express for nearly 20 years and I have a stellar payment record.
Company Response:
State: MD
Zip: 21042
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: This was a rebate gift card from American Express. It was my understanding that they could not charge monthly fees if the account was active and being charged. I have been charged a monthly {$2.00} maintenance fee even though I've been using the card.
Company Response:
State: ID
Zip: 83815
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I'm a loyalty XXXX and American Express customers. But these two banks close all my credit cards accounts recently. XXXX : They close all my credit card account and claim I have too many additional card holders for my XXXX credit cards. After they told me, I have close all my additional card accounts. But they still decide to close all my XXXX credit card account ... It's not fair. American Express : Last month, they start a Financial Review on my account and I have follow the step to file my tax return to them, but they still close all my accounts. I have no idea why they decide to do so. P.s : All my XXXX and AMEX credit cards have no balance due and I always pay the bill on time.
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Hear the recordings I have spoken to two different persons from fraud team. One of the person was giving me wrong information with full confidence. Then I asked his manager to talk to me. Here is what is said. Everything is recorded by me and i hope they also record the conversation. 1. He said that the card will work for 45 days even if customer report that as stolen. 2. When i asked here is this information mentioned in Card agreement, he started bluffing and finally we both agreed that Amex is doing information hiding. Where they willfully hiding this information. So basically Amex allowed stolen credit card to work with some specific types merchants even if customer report the card was stolen. So as a customer notifying to amex is sufficient. THE MOST IMPORTANT QUESTION THEY STILL NOT ANSWERED HOW DID THE PERSON WHO STOLE MY CARD WAS ABLE TO MAKE TRANSACTION ON XXXX XXXX WHERE I ALREADY NOTIFIED to THE AMEX ON XXXX??
Company Response:
State: WA
Zip: 98007
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: After verbal and written requests to validate a debt that Amex continues to claim is mine but has NEVER reported on my credit until they decided to pull my information from personal accounts I held with them, which is also illegal, and then they simply reported it as charged off because they could not validate the debt after MULTIPLE attempts requesting them to do so ; they have failed to verify this debt is mine via the agreement/contract. I have spoken to MANY people at the company and they have all said they would send me proof, but they never have. I have never had an account with Amex ending in XXXX. Furthermore the company is in violation of the FTC 's Fair Debt Collection Process, as they sold this debt to a third party debt collector and then reported this debt to my credit as charged off which is illegal to do once a debt has been sold ; debt was sold to XXXX. This debt needs to be removed from my credit immediately due to their failure to validate this debt after 14 attempts and phone calls requesting them to do so. Their last response to a complaint we filed was completely inappropriate as it failed to meet the requirements of validating a debt under the Fair Credit/Collection Process. They simply attached their card holder agreement terms but never proved that this debt was mine once again. I am prepared to hire an attorney and seek damages for their illegal reporting practices.
Company Response:
State: OH
Zip: 44256
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to the incorrect inquires on my credit report, it has been well over 30 days and still have not received any investigation results.
Company Response:
State: MI
Zip: 48174
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to the incorrect inquires on my credit report, it has been well over 30 days and still have not received any investigation results.
Company Response:
State: MI
Zip: 48174
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: ATTENTION CFPB : Ongoing severe, systemic policy and practice issues requiring additional regulation of, and regulatory actions regarding, American Express XXXX XXXX XXXX This complaint is regarding new and additional issues that have arisen in connection with American Express 's permanent suspension of my Serve checking account, which they closed on XX/XX/XXXX, and their withholding of over XXXX XXXX dollars in funds from me, which have already been the subject of XXXX prior CFPB complaints : XXXX XXXX filed XX/XX/XXXX XXXX and XXXX XXXX filed XX/XX/XXXX XXXX. XXXX. To date, I still have not received my funds and American Express continues to withhold them. XXXX To date, per the request of American ExpressXXXXServe, XXXX XXXX has sent several letters to American ExpressXXXXServe, to the XXXX email address XXXX Exh. A, Exh. B, Exh. XXXX XXXX. American ExpressXXXXServe has twice asked XXXX XXXX to revise the letter, and XXXX XXXX has twice revised the letter and re-sent the letter to American ExpressXXXXServe. XXXX Exh. D, Exh. E ) XXXX To date, American ExpressXXXXServe does not appear to have replied to XXXX XXXX to confirm receipt of the most recent version of the letter, even though they replied to the two prior versions of the letter requesting more information. XXXX Exhs. D, E ) XXXX American ExpressXXXXServe customer service continues to provide misinformation, contradictory information, not keep promises, hang up on me, and apparently not follow the company 's own policies and procedures. I have spent nearly ten to twenty hours on the phone with American ExpressXXXXServe, and almost every call causes me to become irate ; getting answers to even simple questions requires a XXXX XXXX interrogation. XXXX Here is a summary of all communications that have occurred since the filing of the previous XXXX second ) CFPB compliant in this ongoing matter : XXXX On May XXXX, XXXX, American Express / Serve responded to my prior CFPB Complaint, XXXX ( filed XX/XX/XXXX XXXX. In that response, XXXX XXXX in American Express Regulatory Compliance wrote that " The account funds will be release to Customers Bank within our usual process. '' But she didn't mean it. That was a lie. Her letter suggested that the XXXX XXXX letter had already been received by American ExpressXXXXServe XXXX especially seeing as how it was also forwarded to American Express as part of my prior CFPB complaint ), when she said my funds " will be release XXXX d ] XXXXXXXX XXXX sic ) - thus, in the context of a regulatory complaint, American Express XXXX Serve made affirmative misrepresentations. XXXX. On XX/XX/XXXX, I spoke with XXXX, in Acct. Protection Services, to attempt to find out what the " usual process '' is XXXX given that XXXX XXXX referred to a " usual process '' XXXX. He said, " I wish I could tell you '' and says I would have to mail a letter to the XXXX XXXX XXXX find out what the usual process is. I asked for supervisor. XXXX Then, on XX/XX/XXXX, I spoke with XXXX, Supervisor, Acct. Protection Services. She said they will be sending my funds to the originating bank within ten business days. She said that the acct. will remain permanently suspended, rather than being closed. She said there is no notation yet on the acct. in re : the return of the funds, but that once the funds are already returned to originating bank, there will be notation on acct. that already successfully returned funds back to the originating bank. Then she said that American ExpressXXXXServe hasn't yet received the letter from XXXX XXXX. Once they receive that, will notate right away. She also said that she would send a request to XXXX for an update on the status of my letter. I said that I would give American Express XXXX Serve a few days to process the request and call back. XXXX. In addition to the letter having been sent by email by XXXX XXXX to American ExpressXXXXServe, I also attached it to my prior CFPB Complaint XXXX XXXX filed XX/XX/XXXX1 ), meaning that it has been forwarded to and received by American Express 's Regulatory Compliance Dept. XXXX On XX/XX/XXXX, I spoke with XXXX, Acct. Protection Services. He said we did not receive any updates regarding your acct. I asked for a supervisor. XXXX. Then, on XX/XX/XXXX, I spoke with XXXX, XXXX, id XXXX, Acct,. Protection Services. She said that there was a notation on XX/XX/XXXX, that they were not able to receive any letter. ; and no notation of any other mail. She said, if they had received it, there would be notations on the acct. She said they are refusing to accept the document from me. Our system never fails to document, she says. She said, if you really do have a copy you have option to send that to P.O. Box for double checking. I asked how the verification XXXX double checking ) process would work if I sent an additional copy as she requested, but she said, " It depends on our team to verify, I really could not provide further details. '' She said there are no notes on acct. from Regulatory XXXX XXXX XXXX XXXX with regard to any of my CFPB Complaints. She said she is not sure what that dept. is and that I should only be communicating with their XXXX XXXX . XXXX American Express should not be suggesting to their customers that they do not have rights under federal law to file a CFPB Complaint, even if they do not know what the CFPB is! ) XXXX. On XX/XX/XXXX, I called back but line disconnected. 14. On XX/XX/XXXX, I called back and spoke with Ice, Acct. Protection Services. I told Ice that the letter had been sent again and I was copied on the email. He said we have not received the letter. He said it could take up to XXXX hours to process letter. I asked for supervisor. 15. Then, on XX/XX/XXXX, a supervisor came on line, but as soon as I started speaking I could no longer hear her. 16. On XX/XX/XXXX, I called and spoke with XXXX, Acct. Protection Services, and asked for supervisor. 17. Then, on XX/XX/XXXX, I spoke with XXXX, id # XXXX, Supervisor, Acct. Protection Services. He said he was submitting a request to the compliance team to find out whether the XXXX had been received, and that a response would be received within one to two business days. XXXX However, as later revealed, there is no indication that XXXX ever sent that request, and therefore he lied and you all did not keep the process made to me. XXXX XXXX also stated that he saw a notation from XX/XX/XXXX, stating that American Express XXXX Serve was waiting on an " updated letter. '' This would suggest that a letter had been received but that it needed to be updated. XXXX In fact, American Express XXXX Serve has already emailed XXXX XXXX twice asking them to revise the letter, including by adding a mailing address to mail the check with my remaining funds. XXXX Exhs. D, E ). And XXXX XXXX has already provided two revised letters XXXX Exhs. B, C ). XXXX I asked XXXX whether there was documentation of *any* letter having been received. He said no. He agreed that the prior agent who advised me that all correspondence would be documented was correct, and that the letter should have been documented even if it was deemed insufficient. XXXX. Therefore, either I have been provided misinformation twice about whether all correspondence would be documented ; or American Express XXXX Serve did not follow its own policies and procedures by failing to document correspondence received on my account. XXXX Exhs. A, B, apparently also C ) XXXX. As of this date, Customers Bank has received no reply from American ExpressXXXXServe confirming receipt of the second revised letter. XXXX On XX/XX/XXXX, I called and spoke with XXXX, Acct. Protection Services, but the call was disconnected. XXXX On XX/XX/XXXX, I called and spoke with XXXX, Acct. XXXX Services, and asked for supervisor. XXXX Then on XX/XX/XXXX, I spoke with XXXX, Acct. Supervisor, id XXXX, Acct. Protection Services. At first, she indicated the updated letter was received : " We havent received any update aside of notation of confirmation of letter of indemnity and are reviewing. '' I said, oh, you received the updated letter and you're reviewing it? She said, no, contradicting herself, and saying they did not receive it. She said the only recent notation was that I spoke with a supervisor. I said I knew that wasn't true because I knew about a XX/XX/XXXX notation stating that they were waiting on the " updated letter. '' So, she provided misinformation, but she said it was because she didn't know what " recent '' meant. She said they should have already received the letter, so lets just wait. I asked about XXXX request from yesterday and whether there had been a response. She failed to answer my basic question, asked several times, about whether XXXX made a request like he had promised. I said, either XXXX lied or youre lying. Also, she said that any letter from XXXX should not have gone to the compliance team and that only Customers Bank can contact XXXX. Also, I told her that previous reps. and supervisors have sent requests to XXXX. and reported a response. So she lied about that too. Then she confirmed, " I see previous agents sent request to XXXX requesting whether they received a letter from your bank. The last response was XX/XX/XXXX confirming did not receive. '' After I asked several times whether XXXX sent the request to " anybody '', noting I don't care if he said it to XXXX, the Compliance Team, or the moon XXXX, she then refused to speak and pretended not to hear me. Then she hung up the phone. XXXX On XX/XX/XXXX, I called back and spoke with XXXX, Acct. Protection Services. XXXX Then on XX/XX/XXXX, I spoke with XXXX, XXXX, id XXXX, Acct. Protection Services. XXXX said with regard to the funds, we have not received anything from XXXX re the specific concern of documentation on the acct. XXXX said I will be notified at the same time if theres an update to the progress ; however, when I asked how I would be contacted, she did not know. She said they might contact you through email. If that's true, why haven't I received any communication? I have clear documentation that XXXX XXXX sent a second revised letter to American Express XXXX Serve at XXXX, because I was carbon copied on the email ; but you all inexplicably, outrageously refuse to respond, refuse to document it, and refuse to release my funds. XXXX admitted that there is no showing documentation that XXXX requested an update to my concern. She added that the agent shouldve kept their promise. XXXX agreed to send an email to XXXX, and said it will take XXXX business days for a response.
Company Response:
State: GA
Zip: 30314
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A