Date Received: 2021-04-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: As a follow-up to CFPB complaint # XXXX, I am submitting an additional complaint, as the Company has failed to fully reply to my concerns and requests, and there are remaining issues. Please see attached letter for complete details. In summary, the Company is not fairly addressing my disputed transactions, is procedurally biased in favor of the merchant, and may be in violation of the letter and spirit of the Fair Credit Billing Act.
Company Response:
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: On XX/XX/2021, I filed a dispute in regards to the incorrect items on my credit report and its been 30 days and I haven't received any investigation results.
Company Response:
State: PA
Zip: 19115
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I received an email from Amex to encourage me signing up for the platinum card and will receive the welcome bonus of 100,000 point if I signed up and spend {$5000.00} in 6 months. But when I got approved, customer service said I was declined to get the offer. Amex didnt tell me any reason about it upfront until I reach out to customer service to verify if the bonus was gone through. That means If I didnt contact them at all, I would spend thousands of dollars and would not receive any bonus at the end. Duing my application process, Amex also did not provide any info about their declination for my bonus. I found their information misleading. And I am very disappointed that they processed my application far different from what they claimed.
Company Response:
State: CA
Zip: 94102
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I made a reservation with XXXX for a 30 day car rental and authorized a charge of {$1000.00}. I returned the car 11 days early and was charged {$2800.00}. The vehicle was picked up on XX/XX/XXXX and returned on XX/XX/XXXX. The original reservation was for a month, at a rate of {$1000.00}, which is {$35.00} per day. Since I had the car for 17 days, the final charge should be {$610.00}. If the reservation was not refundable, the charge should have been {$1000.00} at the most, as per the reservation record. I contacted XXXX and was advised that their records show the car was picked up on XX/XX/XXXX and returned on XX/XX/XXXX, which is not the case. I was not provided with any record upon returning the car, but I have my flight ticket out of XXXX ( where the car was rented ), dated XX/XX/XXXX. The final invoice that was sent to me also lists an incorrect vehicle - XXXX XXXX XXXX XXXX XXXX. The vehicle that was rented to me was a XXXX XXXX XXXX. The vehicle was not an upgrade and the receipt that was given to me at the time of vehicle check-out included no additional charges over my reservation amount.On the invoice that was sent to me, you will notice that there was a CC authorization for {$1200.00} on XX/XX/XXXX. I was advised by a XXXX employee that the additional {$200.00} was a safety deposit. Next, there is a CC authorization for {$2000.00} on XX/XX/XXXX, which was unauthorized and was made without my knowledge, presence, or consent. A total of {$2800.00} has now been charged to my credit card. I called XXXX on XX/XX/XXXX to resolve the issue. The XXXX representative advised the issue will be looked into but did not provide any confirmation of the record, nor provisional credit. I still have not heard anything back. -- -- -- -- -- -- -- -- All of the above information, along with supporting evidence, was submitted to American Express as part of a dispute that was filed on XX/XX/XXXX. On XX/XX/XXXX, I received correspondence from American Express, advising that XXXX provided documentation that validates the charge. The document is attached to this complaint. As evidenced in the said document, provided by XXXX, I authorized a charge of {$1200.00} on XX/XX/XXXX - ( refer to page 7 of 7 ). The document does not provide any explanation for the additional charges, nor does it provide any evidence of authorization for the additional {$1600.00} charged by the merchant. Please also note that the rental record I signed was printed on XX/XX/XXXX at XXXX - ( refer to bottom of page 2 of 7 ). This is also evidenced by my copy of the rental record and the credit card authorization transmission, which lists XX/XX/XXXX as the pick up date. At the same time, XXXX claims that the car was rented on XX/XX/XXXX at XXXX pm, thus falsifying the record. American Express has been provided with abundant irrefutable evidence from myself and now the merchant, that the overcharge was not authorized and likely a result of a billing error. However, it appears that the American Express dispute department did not properly investigate the case and showed total disregard for the evidence provided.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have sent AMEX a letter dated XX/XX/2021, and told them that they are reporting erroneous inconsistent account information on my credit report. Tracking Number # : XXXX. AMEX responded with a letter that is saying that they will send me the documents that I requested but the letter never came. Because of this negative effect on my credit report, I had been denied loans which, in this time of crisis is a necessity. This has caused me and my family a lot of stress, As per CCRAA which is a state law, AMEX is required to submit a report that is accurate and consistent as possible.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: American Express has engaged in unfair, deceptive and abusive practices in excess late fees and interest charges. In addition, it failed to issue a credit for an unauthorized charge for {$590.00} from XXXX on XX/XX/2020, despite the fact that I contacted it numerous times, reported the false charge and was told that a credit would be issued. I was told that the credit would be issued numerous times yet this claim was false each time. I talked to American Express numerous times about these problems across at least 2 months. The last time, I was assured that the account would be corrected, credits issued and no further false charges levied. These assurances also proved to be false. I ask that the CFPB force American Express to issue numerous credits to my account and cease and desist from levying false fees and interest charges, as well as issue the promised credit for the illicit charge from XXXX. I received no service or merchandise for this charge and talked to XXXX as well many times requesting a credit. In addition to these problems, many excess charges occurred because American Express received money but failed to credit it when it received electronic payments. The due date fell on a Sunday followed by one or two days of holidays. My understanding is that when the due date falls on a holiday, payments are not due until the next business day. American Express repeatedly fails to honor this and charges illicit late fees and interest as a result, even though electronic payments go through on the weekend and Amex receives money but fails to process it and credit accounts in a timely manner. Its failures become an habitual pretext to collect more fees and interest for no good reason. Then it lies about correcting the account. The following fees need to be reversed on my account but they probably are not the only ones : {$29.00} on XX/XX/2020 ; {$97.00} on XX/XX/2020 ; {$140.00} in XX/XX/2020 ; {$100.00} on XX/XX/2020, as well as any other late fees, interest and other penalties it levied as a result of the aforementioned mistakes which have compounded for months. American Express exhibits such recalcitrance in failing to keep accounts accurate that it is hard not to believe that people who are suppose to issue credits have not been given incentives not to issue credits. Whatever the reason, it is bulldozing people with its habitual lies and failure to straighten out accounts it has messed up, despite being asked to correct the accumulating mistakes many times. In addition to these problems, American Express engages in deceptive practices by declaring that cash back rewards are issued for broad categories, then denying many merchants in the discounted categories while evading indicating how much of a discount is actually issued for any particular purchase. This has been a wantonly deceptive practice that I have complained about before to no avail. Whether the excuse is badly programmed computers that no one corrects or numerous employees rewarded for abusive behavior, I should not have to subsidize Amex 's predatory business operations. If Amex takes exception to discounts for broad categories of sales ( for example, grocery stores, gas stations, etc. ), then it is incumbent on it to itemize each discount granted by individual purchase so that card users can see very specifically where it is issuing the advertised discounts and where it is not. Its habitual fraud in hiding details of its cash back accounting is intolerable. In addition to issuing many credits to my account for the XXXX charge, as well as all of the penalties and interest it charged by its failure to issue credits for a nearly {$600.00} charge, and for charging penalties and interest when a due date falls on a holiday, Amex should be sanctioned significantly for these deliberate, bait and switch tactics that it uses to gain market share while failing to perform as advertised. It had ample opportunity since last fall when I first spoke to it to correct my account and repeatedly lied about doing so. Clearly its common practice is to break rules to make money and write off insignificant sanctions as a business expense.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: American Express promotional offer on their AMEX BLUE CASH PREFERRED CARD for {$300.00} credit on account statement after spending {$3000.00}. I checked and double-checked that I was qualified and I will get the {$300.00} credit. After I spent the money and paid the bill in full, AMEX now denies the {$300.00} credit making excuses. They are engaging in fraudulent and deceptive business practices to get customers to spend {$3000.00} first and then deny the credit later. They did not tell me upfront but now are making excuses for non-payment. MY CARD ACCOUNT NUMBER ENDING XXXX AMERICAN EXPRESS XX/XX/XXXXXXXX XXXX TX XXXX
Company Response:
State: WA
Zip: 98296
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: As of XX/XX/2020, I have sent monthly letters to AMEX asking them to provide that those accounts are indeed mine. All letters are attached to this complaint. I have not received anything from that AMEX to justify their collecting attempts and reporting it on all three credit bureaus. Where in their comments on my credit report they stated " meets FCRA 611 ( 15 U.S.C. 1681I ) requirements ''. I sent out letters pertaining to these account they are reporting to the credit bureaus and in no WAY are they are " MEETING FCRA REQUIREMENTS ''. I asked for verification and I have received nothing. Per FCRA requirements, if I am not supplied with the evidence after 30 days THOSE ITEMS WILL BE DELETED FROM ALL THREE CREDIT BURUREAS.
Company Response:
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had the same American Express Hilton Honors Card for 13 years and it has been the primary card I use for 80 percent of my purchase transactions. I have been paying off the balance on this card every month with the same Online Bill Pay transaction process from the same XXXXXXXX XXXX Checking account. On XX/XX/XXXX. 2020 I made a payment in the amount of {$1300.00} to American Express from my XXXX Checking account via Online Bill Pay which was successfully withdrawn from my account. The funds were never applied to my AMX credit card. I filed a missing payment dispute with AMX immediately and was requested by AMX to send them the payment details of the transfer which was provided to them by XXXXXXXX XXXX. The details included in the funds transmittal from XXXX were : Electronic Trace Number File Trace Number Pay To Account Number Payment Amount Payee Routing Number Payee Bank Account Number After receiving the payment details from XXXX, AMX responded and indicated that their back office could not find the payment and closed the dispute. I opened a second dispute, where XXXX Bank for the second time provided proof of payment to AMX in which they responded that if the payment was successfully sent they would have applied to my account. It is now six months later I have filed 5 additional disputes with AMX. AMX has replied with similar but different vague answers and closed the disputes. XXXXXXXX XXXX has also continued to provided payment details to AMX and contact their back office. AMX back office has however refused to speak with XXXX to resolve the issue or review the transaction details. I have called AMX customer service 13 times over the last six months and have asked for a direct contact to resolve the issue. I have talked to 3 different floor supervisors with no help or resolution. The last contact I had with AMX was with a supervisor XXXX in which he escalated this to upper management. He contacted me on XX/XX/XXXX and indicated upper management was taking over the dispute and I have not been contacted from AMX since. This morning AMX again closed the payment dispute and are demanding payment. I myself and my bank have provided evidence and proof the payment was successfully sent and received by American Express. American Express has or can not provide any evidence they did not receive the funds. .
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX INQUIRY WAS PLACED ON MY NAME WITHOUT MY PERMISSION XXXX XXXX XXXX INQUIRY WAS PLACED ON MY NAME WITH MY PERMISSION AMEX XXXX INQUIRY WAS PLACED ON MY NAME WITHOUT MY PERMISSION
Company Response:
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A