Date Received: 2023-12-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I begin banking with amex high yield savings over a month ago and about a week ago i made my first withdrawal, it did not go against any terms of use. I transferred a small amount of money to my XXXX XXXX and the money bounced back immediately freezing my account. I called XXXX they sent me to amex as it was clear the issue was with them, i tried to understand the issue not much insight but they said my account was frozen and closed but get this they said there was NOTHING i can do about it. ok... After I was told that i asked if i could atleast have my money transferred back to my original bank XXXX. They said NO??? ok... so I asked why nothing was said. Amex is criminal.
Company Response:
State: CA
Zip: 90020
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: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/XXXX Contacted AMEX upon receive of email change notice. A new unauthorized user was added to my account. Spoke to fraud prevention department and they cancel my existing card including the newly added fraudulent account. 25 minutes were spent on call to resolve issues. XX/XX/XXXX Fraudulent transactions started to appear on my account despite it was supposed to be closed on the XXXX on XXXX. In addition, another unauthorized user was added to my account. AMEX fraud prevention department claimed they will remove unauthorized charges and close the newly added fraudulent account. A total of 23 minutes spent on call to resolve issue. XX/XX/XXXX Contacted AMEX with issues adding my new card to XXXX XXXX and follow up on unauthorized charge removal. The new card was not able to be added to XXXX XXXXXXXX hence a new card had to be issued. I was assured that unauthorized charges would be removed and will not be held liable. Spent a total of 47 minutes and 4 calls speaking to multiple representatives to resolve issues. XX/XX/XXXX Fraudulent transactions on the second unauthorized account started to appear on my account. That account was supposed to be closed on XX/XX/XXXX. I was asked on the call to confirm the unauthorized users for reason I can not fathom. The two unauthorized account were supposed to be closed on XX/XX/XXXX and XX/XX/XXXX calls respectively. Spent 33 minutes on call trying to get my account secured and removing unauthorized charges. XX/XX/XXXX All the fraudulent transactions went from pending to post status on my account. Spent 11 minutes on call asking representatives why they have yet to execute what I was told on previous calls. I may have to pay over XXXX XXXX out of pocket first to prevent fees and impact to credit profile.
Company Response:
State: CA
Zip: 91710
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: 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: Re : Billing Error : Notice of Breach of Fiduciary Duty ; American Express Company Trustee Failure to Perform Obligations Dear CFPB, In accord with the Uniform Commercial Code, and the Indenture Agreement and Third Supplement Indenture Agreement ( s ) sections 104, 105 Trustee, XXXX XXXX XXXX, Representative of XXXX and Trustee of American Express Company has failed to abide by the terms and agreement under the Securities Act of 1933, the Securities Exchange Act of 1934, and the Trust Indenture Act of 1939 in the management, direction and processing of the certificated securities presented for transfer and payment as directed on XX/XX/XXXX resulting in Billing errors and omissions and Securities Fraud. This failure has resulted in the following identified the following billing error ( s ) : The billing error includes an incorrect statement balance for the account ; The billing error fails to reflect the balance of account upon receipt as recorded by the Indenture in the firm book on XX/XX/XXXX, No. XXXXUS, leading to dishonor. ( See Attached ) Subsequent Notice ( s ) regarding this failure sent to the Trustee on XX/XX/XXXX, requesting immediate attention and resolution per the terms and conditions as outlined in the SEC, Senior and Supplemental Agreements have failed to receive any appropriate action. In accordance with Third Supplemental agreement DATED AS OF XX/XX/XXXX, EXHIBIT XXXX : THIRD SUPPLEMENTAL INDENTURE, dated as of XX/XX/XXXX ( this THIRD SUPPLEMENTAL INDENTURE ), between AMERICAN EXPRESS COMPANY, a New York corporation ( the COMPANY ), having its principal executive office at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX supplementing the Subordinated IndentureXXXX XXXX XXXX XXXX XXXX XXXX XXXX between the Company and the Trustee ( the SUBORDINATED INDENTURE ), as supplemented by the Second Supplemental Indenture, dated as of XX/XX/XXXX, between the Company and the Trustee ( the Subordinated Indenture so supplemented, the BASE INDENTURE and, together with this Third Supplemental Indenture and as further amended and supplemented from time to time, the INDENTURE ). WHEREAS, the execution and delivery of this Third Supplemental Indenture have been duly authorized in all respects. NOW, THEREFORE, THIS THIRD SUPPLEMENTAL INDENTURE WITNESSETH : For and in consideration of the premises and the purchase of Notes by the Holders thereof, it is mutually covenanted and agreed, for the equal and proportional benefit of all Holders of Notes, the provisions outlined within the Securities Act of 1933 and pertinent regulations, we hereby submit this summary statement to direct the processing of the enclosed registered security. The objective of this communication is to ensure that the securities are processed and administered in compliance with the Securities Act of 1933, the Securities Exchange Act of 1934, and related regulations, as well as in alignment with the specific instructions provided by the receiving company. Section 1.04, Act of Holders of the Indenture Trustee Agreement states : ( a ) Any request, demand, authorization, direction, notice, consent, waiver or other action provided by this Indenture to be given or taken by Holders may be embodied in and evidenced by one or more instruments of substantially similar tenor signed by such Holders in person or by agent duly appointed in writing ; and, except as herein otherwise expressly provided, such action shall become effective when such instrument or instruments are delivered to the Trustee, and, where it is hereby expressly required, to the Company Such instrument or instruments ( and the action embodied therein and evidenced thereby ) are herein sometimes referred to as the Act of the Holders signing such instrument or instruments. Proof of execution of any such instrument or of a writing appointing any such agent shall be sufficient for any purpose of this Indenture and ( subject to Section 8.01 hereof ) conclusive in favor of the Trustee and the Company, if made in the manner provided in this Section 1.04. ( b ) The fact and date of the execution by any Person of any such instrument or writing, or the authority of the Person executing the same, may be proved in any manner which the Trustee deems sufficient and in accordance with such reasonable requirements as the Trustee may determine. ( c ) The ownership of Securities of any series shall be proved by the Securities Register. ( d ) Any request, demand, authorization, direction, notice, consent, waiver or other action by the Holder of any Security shall bind the Holder of every Security issued upon the registration of transfer thereof or in exchange therefor or in lieu thereof in respect of anything done or suffered to be done by the Trustee or the Company or any agent of the Trustee or the Company in reliance thereon, whether or not notation of such action is made upon such Security. Section 1.05 Notices, etc., to Trustee and Company. of the Indenture Trustee Agreement states : Any request, demand, authorization, direction, notice, consent, waiver or Act of Holders or other document provided or permitted by this Indenture to be made upon, given or furnished to, or filed with, ( a ) the Trustee by any Holder or by the Company shall be sufficient for every purpose hereunder if made, given, furnished or filed in writing to or with the Trustee at its Corporate Trust Office, or ( b ) the Company by the Trustee or by any Holder shall be sufficient for every purpose hereunder ( except as provided in Subsection ( d ) of Section 7.01 hereof ) if in writing and mailed, first-class postage prepaid, to the Company addressed to it at the address of its principal office specified in the first paragraph of this instrument or at any other address previously furnished in writing to the Trustee by the Company In addition to failure to perform fiduciary duties in the role assigned as Trustee per the agreement between American Express Company XXXX and XXXX, XXXX XXXX XXXX has failed to adequately respond, take responsive action, or give reason for this failure resulting in Securities Fraud and violation of the terms and agreement under the Uniform Commercial Code ( s ) 3-307, 3-309 that clearly define the role and obligations such course of action and are enforceable, agreed to by him as XXXX Trustee for American Express Company and under the Trust Indenture Act of 1939, the Securities Act of 1933, the Securities Exchange Act of 1934. I appreciate your prompt attention to resolution of this matter. Enclosures : Notice of Failure of Trustee Registered Mail Delivery Proof of Delivery, Receipt ( s )
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: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Greetings, I recently received an American Express Business Gift Card for {$500.00} from my employer as a reward for 25 years of service. Payment was declined 3 times for attempted online purchases. The first attempt, twice, from XXXX XXXX XXXX on XX/XX/XXXX for {$58.00}. I called card services and was told that the card had to be used in a mobile wallet, which is not what the cardholder agreement states. The second attempt from XXXX XXXX on XX/XX/XXXX for {$120.00}. I called XXXX XXXX and their rep tried to run the card manually but it was denied again. I called card services again and they saw no problem with the card and told me that I could use the card as a regular credit/ debit card. The only resolution received from this call was to try other merchants. The third attempt from XXXX on XX/XX/XXXX for {$120.00}. After that, I used my own credit card.
Company Response:
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I was able to use a portion of my American Express prepaid card for a POS purchase but no matter what I did, I could not use the card online to purchase. Customer service had me on hold 30 minutes and it was never resolved. I tried using it on XXXX to no avail. It was declined 5 times even though I had sufficient funds.
Company Response:
State: PA
Zip: 15301
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: 2023-12-13
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXXm writing in hopes you can assist me with a major setback in my life. Back in XX/XX/2023 there was death in our family which created a ton of complications for me. The entire experience was traumatic and has set me back emotionally and mentally. I totally spaced it and has never had a late payment with this company. One of which was I mistakenly misplaced my AMEX statement & had forgotten about until I received my most recent statement. Once I realized I was behind I immediately sent in my payment but in XX/XX/2023 you reported me 30 days late. I make it a point to maintain a great credit history & you can review my history and see Ive never had an issue with making my payment ( XXXX ) on time. This late payment is now impacting my ability to get a new loan & has adding additional strain & complications with my family life. I understand it was my responsibility but Im hoping with my good payment history & long-standing positive relationship with you, could find it in your heart to help me by removing the late payment as a courtesy of my hard times? I would love if you could in your good grace help me because I need to find a new house due to the XXXX and the late payment is impacting my ability to get a loan. The removal of the late payment would allow me to move forward with many areas of my life & alleviate some of the struggle Im enduring.
Company Response:
State: TX
Zip: 77396
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received two American Express gift cards worth {$200.00} and {$100.00}, respectively. The cards can not be used to make online purchases at XXXX or other general retail stores. Each time I try to use the cards, the payment method is declined, even after following the instructions provided on American Express ' website.
Company Response:
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was gifted an American Express gift card on XX/XX/2023. I retained the receipt and the gift card was purchased on XX/XX/2023. The gift card was loaded with {$200.00}. I have since tried to use the card from XXXX online retailers : XXXX and XXXX. The total of my cart from XXXX was {$100.00} and upon putting the order through I received an error message that said XXXX not honour '. I then tried to use the gift card at XXXX on XX/XX/XXXX for a cart with a total of $ XXXX the order was placed but I never received confirmation until I checked back the morning of XX/XX/XXXX to an error message saying 'Revise payment method ' as the prepaid gift card would not work. I additionally tried to add the card to XXXX to perform a transaction. The card added successfully but once I attempted to perform a payment using the card I received another error message regarding the gift card. I have also attempted to use the card in person at XXXX. The order total was under {$5.00} and the card still declined. When I called AmEx their customer support kept insisting that the authorization charge was the issue but the insinuation that the XXXX retailers, XXXX of which being some of the largest in the world, and XXXX, all use at least a {$200.00} authorization charge is comical. They would offer no other explanation other than the authorization charge and that I might have put in the wrong CVV number before they hung up. After searching the internet this seems to be a common problem recently with AmEx, insufficient products with terrible customer service.
Company Response:
State: NJ
Zip: 08723
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: AMEX talked me into getting a business card and said the annual fee would be waived like my platinum card because Im XXXX. They charged the annual fee and will not refund it even thought I turned in all the paperwork multiple times and was promised to have it waived. Ive called multiple times and have requested a call back from a supervisor but havent heard back. They charged me another annual fee the following year and have been tacking on interest on the wrongfully charged fees and will not remove them and the interest. I asked to close both cards and they refuse. Now they have collection agencies contacting me.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Getting the loan
Subissue:
Consumer Complaint: American Express sent me a prescreen loan offer, via the customer dashboard for the two credit card products I have, that said I was pre-qualified for a unsecured closed-end loan. I applied for the pre-qualified offer for the American Express Personal Loan in XX/XX/XXXX. I received a communication, dated XX/XX/XXXX, titled " Important Information Regarding your Loan Application '' which asked for " some additional information to verify your identity and ensure your security. '' I was directed to contact the American Express Fraud Department within 30 days of the communication at XXXX or else my application would receive no further consideration. I called XXXX on XX/XX/XXXX, within 8 days of the date of the letter and within the 30 day deadline stated in the Notice of Incomplete Application letter dated XX/XX/XXXX. Using the IVR phone system, the automated system told me that I had verified by identity by calling from the telephone associated with my American Express account/loan application and entering the correct One-time Passcode provided in the XXXX. My cell phone records show that the call lasted more than 1 minute. I received no other requests for additional information or documentation from American Express until I received a communication, dated XX/XX/XXXX, that it " cancelled [ my ] application because we were unable to verify [ my ] identity. '' after it had told me that it had verified by identity. I note that I've been an amex customer since XXXX and I have had an American Express Personal Loan, at least once in the last two years, all while living at my same physical address that I included on my Loan application. Amex knows my identity in the first place, so even this second step to confirm with the Fraud Department is unnecessary. Amex has violated my consumer credit rights in offering me a prequalified product that it did not intend to offer a final approval. Enticing myself and other customers to apply but being deceptive about its capability to extend credit to qualified applicants, in violation of Dodd-Frank Act protections. Amex has violated my consumer rights as outlined in ECOA, as implemented under Regulation B, by providing XXXX that did not accurately list the requirements necessary to complete an application and then, also, later by cancelling my application after I completed the steps outlined in the XXXX. I completed the tasks outlined in the XXXX and if my application was declined for any other reason, the Amex has violated ECOA in not providing an accurate XXXX. This is the second time that I have applied for an American Express Personal Loan where Amex has failed to comply with federal consumer protection rules and regulations regarding prescreen offers and providing the accurate and complete notices and disclosures in a timely manner. As this is not my first encounter with this treatment in the last year, the " I '' ssue at Amex appears to be systemic and ongoing and most likely affects a larger consumer population.
Company Response:
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A