Date Received: 2023-12-12
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Hello Sir/Madam, AMEX freezed my line of credit and claimed that my both payments on XX/XX/2023 to the two credit card were not went throught and returned because there is no balance from my account of XXXX XXXX XXXXXXXX . In fact, I did have enough balance in my account and they deducted again on XX/XX/. After the payments made, they put my account on hold and remarked my payment didn't go through. Freeze my credit of line. I tried to solve the issue with American Express customer service and they still put last payments were returned on Tue XX/XX/XXXX and could not be processed. Please contact your bank or account manager.
Company Response:
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: A. Young from American Express Customer Advocate Services Team responded to complaints { XXXX, XXXX and XXXX } on or around XXXX XX/XX/XXXX. However, the obvious inconsistencies in the table from XXXX XX/XX/XXXX were not addressed in the response. Therefore I filed CFPB complaint XXXX. American Express closed out the complaint alleging it was a duplicate of XXXX. AMEX knows or has reasonable cause to believe the information it is furnishing to the CRAs is inaccurate. The table from the XXXX XX/XX/XXXX reponse clearly shows an alleged missed payment that was 30 days past-due in XX/XX/XXXX, that magically becomes 120 days past-due in XX/XX/XXXX. It should be noted this is the exact number of days past-due ( XXXX billing cycles ) AMEX requires under its policy to charge-off accounts. As such, it appears AMEX changed an alleged missed payment from what at most would have been sixty ( 60 ) days past-due to 120 days past-due with specific intent to charge-off the account in XX/XX/XXXX and defame me in the process. AMEX claims there is no way to correct any of the information as shown by the CRAs because they do not control the information " displayed '' by the CRAs and because the account has already been charged-off. This is disingenuous at best because AMEX is the data furnisher that provides the information for the account/tradeline to the CRAs and has methods available to correct information AMEX knows or has reasonable cause to believe is incorrect : submission of the Universal Data Form to the CRAs with information to delete/remove from the account.
Company Response:
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: American Express advertised its relationship with XXXX as a feature of the XXXX XXXX The feature gives consumers up to {$100.00} for using XXXX to purchase airport lounge tickets through their website. I obtained this card in part because of this added feature. However, when attempting to use XXXX, the app does not allow purchases for all airport lounges. In visiting XXXX XXXX XXXX XXXX XXXX does not allow purchase to any, with over 10 lounges available at the airport. Instead, for the lounges I was interested in, the application simply told me to just walk into the lounge and buy a ticket. In reviewing the conditions and terms of this benefit, American Express is requesting that consumers purchase tickets through XXXX to receive the credit. However, the limited availability of the third party does not allow consumers to comply with American Express 's requirements. In addition, terms and conditions presented by American Express do not detail the limited availability of the third party, which, if disclosed, could assist consumers in making informed decisions about the card, as this card also comes with an annual fee. It is a tactic of American Express to market the card benefits as an attraction and that " the card pays for itself. '' Unfortunately, due to this relationship, this card does not. This appears to be a violation of the Federal Trade Commission Act, Section 5. Truth-in-Lending requires disclosures to be clear and conspicuous. Disclosures from American Express failed to detail that the third party does not permit purchases of all lounges, which would give consumers accurate information to make a credit decision. The bank has also failed to monitor and audit its third party, as the terms and conditions posed by American Express do not align with the offerings of the third party, presenting consumer harm. The marketing of this benefit by American Express is deceptive. I have already purchased two lounge passes with airlines that XXXX does not offer a sale for and I am requesting that American Express honor their agreement and provide me the {$100.00} statement credit come year-end.
Company Response:
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Hi, My company gave me a {$300.00} Amex gift cards as a bonus and I'm unable to use it anywhere ( including XXXX and XXXX ). It just says : " Transaction declined. '' This seems to be a common occurrence with Amex. I'm happy to give you my gift card number. I called the number customer service number on the card which was of no help. The auto response said to try another vendor and then it hung up on me which I tried to reach an operator. Thank you, XXXX
Company Response:
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered into a debt management program with American Express on XX/XX/2023. The terms are XXXX payments of {$22.00} on the XXXX of each month. The debt management company paid the payments in a timely manner and I was still marked delinquent and American Express is refusing to correct the information on my credit report.
Company Response:
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Re : Breach of Contract-Failure to Arbitrate under the Claims & Resolution Agreement; Violations of Privacy Act of XXXX ; 15 USC 6802 OPT Out Notice and Disclosures Failure ; Subject : Notice of Multiple FCRA Violations Dear Consumer Finance Protection Bureau ( CFPB ), I am writing to formally file a complaint regarding multiple violations of the Fair Credit Reporting Act ( FCRA ), Regulation Z, Privacy Act of 1974 ( 15 U.S.C.6805 ; 16 CFR 313 ) and for failure to arbitrate according to Terms and Conditions agreement provided by AMERICAN EXPRESS. Description of the Error : Failure to Arbitrate, Acceleration of Debt, Breach of Contract AMERICAN EXPRESS, failed to follow The Claims Resolution and Billing Error resolutions included in the terms and conditions received resulting in subsequent U.S.C and 12 CFR Regulation Z violations. American Express Representative Third Party Contracted Representative, XXXX XXXX : XXXX XXXX, Terminated XXXX Federal Judge for the XXXX XXXX, Illinois XXXX, engaged in misconduct during her management of the complaint filed against American Express Company on XX/XX/XXXX. This misconduct included untimely response, acceleration of debt, intentional failure to arbitrate, and breach of agreement. Specifically : XXXX ignored written notices sent to her on XX/XX/XXXX, regarding violations of Regulation Z,12 CFR 1026.13, which occurred after the initiation of the arbitration and failed to follow up on her own requests. ( See attached ) XXXX, as American Express failed to ensure compliance with relevant federal regulations designed to protect consumers and ensure fair lending practices in violation of XXXX XXXX XXXX. This conduct raises serious ethical concerns and warrants further investigation. Description of the Error : PRIVACY ACT OF XXXX VIOLATIONS After careful reviewed of the Terms and Conditions in the under credit card agreement, AMERICAN EXPRESS COMPANY failed to follow their own agreement under The Privacy Act of XXXX : 5 U.S.Code 522a Violations ; per the Privacy Notice in the Terms and Conditions of the American Express agreement XXXX, XXXX, and XXXX are all third party companies and non-affiliate companies by the definition included in the Terms and Conditions received from American Express ; Important Definitions ( 4 ) the term record means any item, collection, or grouping of information about an individual that is maintained by an agency, including, but not limited to, his education, financial transactions, medical history, and criminal or employment history and that contains his name, or the identifying number, symbol, or other identifying particular assigned to the individual, such as a finger or voice print or a photograph ; This includes consumer reports ( b ) Conditions of Disclosure.No agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains, unless disclosure of the record would be ( 12 ) to a consumer reporting agency in accordance with section 3711 ( e ) of title 31. Again they need prior written instruction of the individual to whom it relates Failure to provide reasonable means to Opt Out Opt Out Laws 12 CFR 1016.1-PRIVACY OF CONSUMER FINANCIAL INFORMATION ( REGULATION P ) iii ) Unreasonable opt out means. You do not provide a reasonable means of opting out if : ( A ) The only means of opting out is for the consumer to write his or her own letter to exercise that opt out right; or ( B ) The only means of opting out as described in any notice subsequent to the initial notice is to use a check-off box that you provided with the initial notice but did not include with the subsequent notice. 15 USC 6801 Violation ; Not Included or Provided-AMERICAN EXPRESS COMPANY failed to provide reasonable means to opt out, neither-no initial opt out notice under 12 CFR 1016.4 Initial privacy notice to consumers as required and has never been received. 12 CFR 1016.7 Violation-Form of opt out notice to consumers ; opt out methods were never given to me resulting in violation of 15 USC 6805 backed by 16 CFR 313 for Opt Out Disclosures violations. American Express Company issued Over, 25 reporting records ; statements in violation of these Federal Rules and Regulations. INACCURACIES IN MAIL ADDRESS Additionally, the current mailing address has been reported to AMERICAN EXPRESS COMPANY, however, in violation of the Terms and Conditions of the Privacy Act of XXXX, AMERICAN EXPRESS is continuing to provide inaccurate, false and misinformation regarding my address to XXXX, XXXX, XXXX who are all non-affiliate, third parties. Request for Action : These violations are of significant concern and represent a serious breach of the regulatory requirements set forth by the Consumer Financial Protection Bureau ( CFPB ). Pursuant to 15USC 6802 ; 16 CFR 313, 16 CFR 433.1 ; 15 USC 1681 ; I respectfully request that American Express Company take immediate action to correct these violations and to compensate the harm caused, I the consumer states : According to the Fair Credit Reporting Act 15 USC 1681 section 602 ( a ) states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX and XXXX are consumer reporting agencies and as the consumer, I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' AMERICAN EXPRESS COMPANY is a financial institution by definition under that title. 15 USC 1681 604 ( a ) section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' AMERICAN EXPRESS COMPANY the financial institution and the Consumer reporting agencies XXXX, XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, XXXX, AMERICAN EXPRESS COMPANY whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' AMERICAN EXPRESS COMPANY Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S.Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
Company Response:
State: LA
Zip: 70461
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2023 I was given the final closing total in order to purchase my first home and told by the title company that we should have plenty of time for a wire transfer to be completed by the XXXX, the date of my closing. My XXXX primary accounts, those used for the approval of the loan, are through XXXX XXXX and American Express National Bank ( XXXX ), both of which are primarily online only banking instituions, which necessitated the use of the cash wire. I began an expedited transfer to deliver funds to my HYSA at XXXX XXXX on Tuesday, XX/XX/2023 after my cash to close had increased by about % XXXX from the inital closing disclosure early in XXXX. I planned to send the closing cash via wire in XXXX lump sum as to minimize the risk of a miscommunication or clerical error. I was initially told by customer service that the funds would be available within XXXX hours and that I would be fine to send the total wire early on Wednesday the XXXX and was assisted in drafting a wire for the total closing balance to ensure a swift delivery. The funds did arrive that next day, however I was then told by customer service that these funds would still be held until Friday, XX/XX/XXXX, invalidating the previous assurance that I would be able to use those funds as I intended in the wire request and nullifying the purpose of the expedited transfer. So I opted to alter the wire request to send the balance that was available to me within the XXXX and handle the rest of the closing balance via a cashiers check from my co-borrower. The customer service agent was very accommodating in making notes of urgency on my request and doing what limited things they could. Early around XXXX the next morning, the XXXX, I utilized the XXXX XXXX customer service to check in on the wire and was told that the wire office had contacted my title company at XXXX that previous afternoon and that the title company would be able to call back via the number they had been contacted with. I was also told that they handle the wire requests as they receive them in priority, so mine should be handle with immediacy given that they had called the night before. Confused by this, I then messaged the title company who clarified that they did receive the message but that XXXX had called after the closing hours of XXXX XXXX for the title company so they were not around to complete the process and determined that the XXXX XXXX XXXX must be in the XXXX timezone as opposed to our XXXX After waiting for their office hours of XXXX XXXX, the title company, via the phone number they had received, and myself, through customer service, tried to get in contact several dozen times over these next few hours with the wire office. The title company kept me informed of the multitude of different attempts they made to connect with the wire office until their closing hours at XXXX XXXX. And for my own efforts, I talked with XXXX different customer service agents who were completely unable to reach the wire office, each sitting on hold for XXXX minutes minimum each at XXXX different times in the day. Each time during these attempts to make contact I was told that they were a small office and must just be too busy to talk with their own customer support. I do not understand this. This is a well accredited national bank with XXXX hour customer support. There did not seem to be any way for them to make contact internally outside of making notes on my account and the intial wire request before it was submitted. And there did not seem to be any way for the customer support to even check in to see that anyone was even in the wire office on that day whatsoever. I do not even know if the wire office is more than a single person given that we were completely incapable of reaching anyone within that department or clarification on why my title company was also unable to do so. I also have no knowledge as to if, or why, my wire request seemed to be pushed to a lower priority after XXXX had contacted the title company outside of their operating hours with no regard for the time difference, despite the wire request listing both the home address and title office within the XXXX timezone. The wire was finally completed on the morning of Friday, XX/XX/XXXX. This has resulted in me needing to both reschedule with the title company and seller to sign the closing documents again on Monday, XX/XX/XXXX, as well as costing me several XXXX dollars in additional closing costs, lost time to correspondence, and frustration and embarrassment over a process that is supposed to be usually swift, though less frequently utilized today. Throughout this process I talked with several very capable agents, who each worked to the best of their ability allowed by their position, and would place no individual blame on them. But the XXXX wire department is either so seriously undermanned, lacking oversight or adequate mediation capabilites, or so un-supported by the financial institution, that it begs the question as to why XXXX still offers a wire service whatsoever if that team is unable to handle the changing volume of requests they do receive in the supposedly small and very busy department. Customer service should not be made to waste time and manpower assisting XXXX requests from clients to just check in with another department. Certainly not when those same people could be trained or certified to fill in and assist the wire department if they do end up semi-regularly unreachable and overburdened. Certainly not when their customer service centers offer XXXX hour support but their wire department operating hour 's can't even cover the operating hours for the timezones of the XXXX.
Company Response:
State: OH
Zip: 44102
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received an Amex Gift card from my employer, and have tried to use it multiple times, it never works anywhere online. Since its a virtual card I am only able to use it online. I have called Amex multiple times to find a solution and they only say to keep trying, that's it. NO answer NO resolution. So basically, they have my money, and I can't do anything about it.
Company Response:
State: FL
Zip: 34655
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have tried to use my american express gift card multiple times with no luck. The amount I have is XXXX dollars. I tried to buy an XXXX XXXX XXXX for XXXX and XXXX and neither worked. XXXX dollars was on XX/XX/23 and XXXX was on XX/XX/23. I tried to use on XXXX for XXXX on XX/XX/23. I tried to use on XXXX for XXXX. I called american express at XXXX on XX/XX/23 and twice on XX/XX/23 and they said that their are no issues with the gift card and it is active. I can provide the gift card number if needed. Thanks
Company Response:
State: IL
Zip: 627XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have two American Express Business gift cards. One with a balance of {$450.00} and another with a balance of {$250.00}. I can successfully check these balances at the American Express website. However, anytime I try to actually use the cards anywhere, they just get declined. I called them to ask why, and they just said, " I can't use them online, '' even though the card says I can " use it anywhere ''. They even had me " register '' the card by adding my address to the card number, and they said now it should work, but it still doesnt. Most brick-and-mortar places also decline the cards. Now I have a ton of money stuck on these cards that I am unable to access, even though American Express itself tells me what the balance is on them. They are also set to expire in XX/XX/2024. So now I will most likely just lose that money.
Company Response:
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A