Date Received: 2021-05-06
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Amex has been advertising monthly {$30.00} XXXX credit between XXXX and XXXX for Platinum cards. To qualify for their monthly promotional offer, I used my Platinum card to purchase gas through XXXX at XXXX. However, when I talked to them regarding the fact that I didn't get my credit for XXXX and XXXX, they told me that my XXXX spend at XXXX doesn't qualify for the offer as my purchase are considered as " Person to Person payments ''. This doesn't make any sense as I am making a purchase at XXXX rather than sending money to a person. Their T & C is vague on the definition of " Person to Person payments '' and my spend at XXXX should not be considered as " Person to Person payments ''
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American express freeze my membership rewards account without any notice and any reason
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/21 AMEX changed the settings of my autopay to turn it off. They did not notify me of this change in the way the regularly notify me of changes in my autopay settings. On XX/XX/21 I was charged interested of {$120.00} on my account because my autopay was turned off without my knowledge and I was not sufficiently notified. I was send an email on XX/XX/XXXX with the title of " We were unable to complete your AutoPay payment '' and a section that said " This may affect your scheduled payments and enrollment in payment programs such as AutoPay. '' After talking with a supervisor via chat on XX/XX/21 reference of COMPLAINT CASE ( XXXX ) I was told that my autopay settings were turned off as of XX/XX/21. This was because my bank account was frozen. Once I received the email I paid immediately, but since I was never notified that my autopay settings were turned off I did not turn them on. I even chatted with a customer representative at that time and they did not notify me that my autopay settings were turned off. As a result the interest charged to me on XX/XX/21 was only as a result of AMEX changing my settings without notifying me. I gave my consent for them to take the payment by turning on autopay initially, but they are charging me interest since they decided not to remove the money from my account by turning it off and not notifying me sufficiently. In my chat with them on XX/XX/21 the supervisor claims that the statement in the email on XX/XX/XXXX which reads " This may affect your scheduled payments and enrollment in payment programs such as AutoPay. '' which follows the statement " Unfortunately, we weren't able to complete your scheduled AutoPay payment because your bank account information is out of date. '' was meant to serve as a notification that my autopay was turned off 5 days prior on XX/XX/21. AMEX specifically has other emails they send whenever my settings for autopay change and this is nothing like those. Also other credit card companies instantly resumed my autopay after my bank account was reconfirmed with another payment.
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: XXXX. On XX/XX/2021, I previously filed an unresolved complaint with the CFPB regarding this American Express / Serve account. XXXX. American Express received said complaint and assigned it to XXXX XXXX in the Regulatory Compliance Dept. of their Executive Offices without informing me and Ms. XXXX has not contacted me as of today. Previously, I complained to the CFPB that American Express/Serve closed my checking account, and provided me little or no information about what they intended to do with my funds ( over XXXX XXXX dollars ) ; refused to provide me information about my balance ; refused to provide information about pending refunds ; and was essentially stealing my XXXX loan, which was provided to me by the U.S. Small Business Administration as duly approved pandemic relief ( and which I am responsible for repaying! ). XXXX. Since filing the original complaint, there have been additional issues. XXXX. Most importantly, on XX/XX/2021, XXXX XXXX ( who deposited the PPP loan from the SBA on my behalf ) sent a letter to American Express/Serve ( please see attached ), which American Express/Serve had requested, confirming that the funds that had been direct deposited into my American Express/Serve checking account were intended for me as the recipient and that I am the owner of the direct deposit. The email was sent to XXXX, the email address provided by American Express/Serve for this purpose. XXXX. I have now learned that XXXX completely services American Express/Serve accounts and all American Express prepaid cards on behalf of American Express. However, XXXX does *not* provide the level of customer service expected for an American Express product . American Express should be required by the CFPB to conspicuously notify customers of their prepaid cards that their cards will be serviced by a third party company who will not provide service up to American Express standards. Alternatively, American Express should be precluded from misleading customers by putting their name on their prepaid products. XXXX. American Express/Serve has failed to confirm receipt of the letter that they requested. XXXX. XXXX XXXX has failed to release my funds back to XXXX XXXX to date, despite the fact that XXXX XXXX requested that the funds being held by American Express and withheld from me, be returned to XXXX XXXX XXXX. On XX/XX/2021, I was notified that I received another refund to this account from a merchant ( " XXXX XXXX in the amount of {$99.00} XXXX. American Express/Serve telephone customer service refuses to provide me with information about this refund and has disabled my online access to my account. XXXX. On XX/XX/2021, having received no reply to my previous CFPB complaint suggesting that American Express does not care about such a complaint, I contacted American Express Corporate Office, where I was transferred to XXXX. I explained the situation ; that XXXXXXXX XXXX had emailed the requested letter to XXXX ; and that I wanted my funds. XXXX said she would contact XXXX and get back to me by the end of the week. XXXX. XXXX, instead, calling me back almost right away to inform me that my prior CFPB complaint had been sent to XXXX XXXX with American Express Regulatory Compliance and that because of this, XXXX refused to speak with me any further. XXXX. XXXX refused to provide contact information for XXXX XXXX. XXXX. I asked XXXX to please let XXXX XXXX know that the letter had been sent, and to please call me. XXXX said she would email XXXX XXXX with that information. XXXX. XXXX XXXX has still refused to contact me. XXXX. American Express is still holding on to my money for no reason. XXXX. I contacted the Corporate Office of American Express and asked to be transferred to XXXX XXXX. They said that XXXX XXXX has no contact information. Wow, so she just exists in a XXXX XXXX Is the an XXXX XXXX? How does American Express communicate with her if she has no contact information?
Company Response:
State: GA
Zip: 30314
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Ive personally been a client of American Express since XXXX possessing multiple cards including their highly touted XXXX card. Ive never been late or close to it in those 15 years as a client. My employers company card is an American Express XXXX card which allow me as an employee to use the card for business purposes only and the company pays the card balance. Evidently my employer paid some of the company credit card balances late in XXXX and American Express tacked on late fees to the balance. Please note every card transaction was paid by my employer but American Express continued to bill late charges on top of other late charges totaling {$520.00}, again all of this is late charges on a company credit card. Now American Express is coming after me for this balance After months of badgering me about a company credit card balance I regrettably gave in to the collection agency ( XXXX XXXX XXXX ) that had started reaching out to me on behalf of American Express. We had an arrangement, I sent the check as promised for the agreed upon amount and date Only to later find out that American Express had taken the account from this collection agency and gave it to another collection agency. This practice has continued over the past 4 months which includes 3 different collection agencies. Additionally XXXX XXXX hasnt cashed nor returned the check I mailed to them. I think these practices are unjust and unfair on multiple fronts and I would like to have these resolved as soon as possible : Why am I personally being billed for a company credit card where the transactions have been paid in full?
Company Response:
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: American Express account # XXXX XXXX XXXX Account holdder XXXX XXXX XXXX I made payment on this account on XX/XX/XXXX, this week, same day payment was due, via my checking account at XXXX. As usual, the payment was scheduled for the due date days in advance. Despite the bank showing my payment was made, American Express charged a late fee of {$29.00}, claiming payment was not received in time this week or never made ( according to their system, they don't know what exactly caused problem, but this problem was caused by American Express, as my bank XXXX is clear that payment was made on time, in full ) In my experience, American Express is one of the worst among credit card companies for claiming payments are late, in order to run up fees and excess charges on the account. American Express also failed to comply with the COVID forbearance requirements, as required by XXXX law, starting in XXXX. I appreciate the intervention of CFPB in this matter. Also, I suggest a careful examination of American Express practices on all late fees is required, as well censure and XXXX fines for failure to comply with the COVID forbearance requirements. XXXX XXXX XXXX XXXX XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: As a gesture of goodwill, could you please request AMEX to remove the one time late payment on XX/XX/2020. Ive been on time payments with them ever since. Respectfully, XXXX XXXX
Company Response:
State: MI
Zip: 48317
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: American Express has blacklisted me after 40 years of being a loyal card member. Although I have been black listed I am paying off my American Express cards and not late with any payments. Despite my paying off the balance of the Am-Ex cards in a timely manner American Express has contracted a collection angency, who is calling/harassing me to collect the Am-Ex debt which I am paying off on time. As a result of Am-Ex placing my account into collections my credit score has plummeted over 100 points. American Express has hired XXXX XXXX XXXX as the debt collectiion agency who is harassing me despite the fact I am making timely payments to my American Express account. XXXX XXXX XXXX have repeatedly called me and are harrassing me for a debt that I do not owe. My payments to the American Express accounts they mention are current and I have no late payments to American express. The Fair Debt Collection Practices Act ( FDCPA ) and the Rosenthal Fair Debt Collection Practices Act ( RFDCPA ) expressly prohibits creditors and debt collectors from making false and misleading representations to consumers. To this point the American Express accounts XXXX is calling me about are current and I have made no late payments. I am using American Expresses online portal to make payments since my account was black listed by them. Under direction of American Express, XXXX continues to call and harrass me for a debt that is current with payments. ( See CFPB complaints XXXX and XXXX as a reference to this matter ) XXXX attorney 's that call me do not identify themselves by name and are aggressive. I have not recieved any mail from XXXX and their response to my CFPB complaint about them was the first I am learning they are calling/harassing me about an American expess account that is current. American Express attempts to collect debt that is current with payments are unwarrented and destroying my credit scores with credit reporting agencies. I am asking American Express and XXXX to stop harrassing me and will escalate my complaint to the United States Federal Trade Comission and other government agencies, including the FBI if this harassment for a debt I do not owe does not stop immediatly. American Express is violating the FDCPA laws through sending a debt I do not owe to a collection agency that continues to harass me. American Express needs to stop the illegal collection activities and update false information they are reporting to credit agencies which is severly impacting my current credit scores. Very Truely Yours
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I pay my credit card balance in full every month, well before the due date, and I pay by check sent via the US mail. We opened a new account with American Express ( XXXX XXXX XXXX XXXX ) after being with XXXX for decades, hoping to start earning XXXX XXXX XXXX XXXX for travel. I never had to pay interest or fees with XXXX because I always paid the balance in full every month and in plenty of time to meet the due date, and if there was ever an issue with their records showing the payment did not get processed until a day or two after the due date, XXXX admitted that it was probably an issue on their end and that they would always honor the customer 's payment as " on time ''. Most credit card companies monthly invoices are not received via US mail until 2 weeks before they are due, so they are 80 % of the problem to begin with. I paid my Statement with Closing Date of XX/XX/XXXX balance of {$7400.00} well in advance of the due date of XX/XX/XXXX, and American Express claimed without any proof that they received it on XX/XX/XXXX. They assessed me with {$150.00} of interest and {$29.00} of fees. After numerous calls to talk rationally with them and to request proof that they received the payment in full late by 2 days, they would only waive the {$29.00} in fees, but they said that they are unable to provide any proof that the payment was received 2 days late. We believe that the American Express internal operations was responsible for not processing our payment in a timely fashion, and that our payment was in fact received on or before XX/XX/XXXX - the due date. On the Statement with Closing Date of XX/XX/XXXX, American Express charged another {$110.00} in interest that they said was also related to the XX/XX/XXXX statement balance they they claim was received on XX/XX/XXXX. We called American Express five times to discuss this matter with them and we were treated very disrespectfully and in a condescending manner. We told them that we would paid off the balance of the credit card in XX/XX/XXXX and then cancelled the credit card. We just received the Statement with Closing Date of XX/XX/XXXX and they assessed an additional {$4.00} in interest and {$29.00} in fees because we have not ( and will not ) pay the previous {$260.00} in improper interest charges assessed to our account that is the fault of American Express, not ours. So the balance that they claim that we owe is {$300.00}, which is not supported by any evidence that we paid the XX/XX/XXXX invoice two days late. This is a completely fraudulent assessment of interest and fees that is not based on any evidence that American Express can provide. We tried unsuccessfully to have the XXXX XXXX XXXX resolve this matter, but American Express would not cooperate with the XXXX XXXX XXXX and just sent us a letter stating that they would not remove the interest charges because " we are unable to issue credits for interest charges ''. Then we tried filing a claim with the CFPB and American Express called my phone once and left a message with a number to call back. I tried calling the number for two weeks straight and left voicemail messages, and the person would not answer the phone nor return my call. Then American Express told you, the CFPB that an unauthorized person was listed on the complaint, which would be my husband and who also was a listed cardholder. So we are now filing a new complain and it will not include my husbands information so that American Express can not use phony excuses to avoid dealing with their fraudulent assessment of interest and fees on an account that was paid in full and on time each month we had it open. Claiming that interest charges can not be reversed is a complete lie and constitutes collection harassment by American Express. If American Express is unable to issue credits for improper interest charges and then bullies customers ( and ex-customers ) into trying to collect them, then the Federal government agencies overseeing fraudulent charges and improper collection techniques should investigate American Express for a massive fraud scheme, much in the same way the XXXX XXXX was found guilty of fraudulent business practices and fined {$1.00} XXXX. I presume that this issue is widespread within American Express and that they are collecting millions and millions of dollars each month in improperly assessed interest and fees, which seems to be a fraudulent business practice of significant magnitude.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Hello. Last year I took advantage of an Amex promotion and upgraded my Amex Surpass card to an Amex XXXX card. Unfortunately, Amex chat gave me incorrect information and told me that I was ineligible for the promotion and therefore I downgraded. Since that time, I have learned Amex was involved in a misleading marketing campaign that has resulted in them honoring the same promotion for other account holders and sending them apology letters. In my instances, Amex has suggested they have been investigating what happened to my account for over 6 months yet have yet to offer up with any answers or solutions. I'd like to call this cover-up to the attention of the federal government. This could lead a person to think that Amex is discriminating against me for reporting their actions to CFPB. I have a perfect payment record with Amex and regret they treat me so callously.
Company Response:
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A