Date Received: 2021-04-06
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: This complaint is about Amex knowingly not making a payment to XXXX after their advised 30 day policy per their Fraud XXXX. I confirmed to Amex {$1700.00} XXXX transaction made on XXXX was valid. Amex Fraud Dept Team sent me a letter via Secure Message on XXXX confirming that the transaction is no longer in question and Dispute Reference Number : XXXX was closed. First I was told to wait 3-4 days for them to pay XXXX, then 1 week, then 2 weeks, then 1 month and TODAY they ask me to wait 1 more month. Their " rigid protocol and bank policies '' CHANGE everytime I call. From general customer service to supervisor, nobody know nothing every time I call and ask me to wait and wait to then have call back later and give me a different excuse and provide me with more lies about a new " protocol '' they have. At this point they have given a different protocol for the past 30 days I have called different days. The only thing Amex needs to do is to pay back to XXXX and they refuse to due to their " protocols '', which change every single time I call them to follow up. I have waited all the time they mentioned and done everything they've advised me, which were all lies from them confirmed by themselves. They have recorded calls. They keep making different excuses every time and blatantly continue to lie to me about everything despite I filed a Customer Service complaint to them about their employees ( general customer service, fraud team and supervisors ) lying to customers like me to get off of their responsibilities. Then they get mad at me and continue to lie to me when I tell them all the lies they have given me and they become speechless and do nothing. Last week, XXXX, Fraud Dept agent XXXX gave their number XXXX and advised me " this was an unusual situation and that Amex should've paid XXXX long ago, that it was most probably a mistake from Amex was done in this process and they ALL have overlooked it '', his words. He advised he was in charge now of handling those type of XXXX cases and it was not okay on Amex end. Today XXXX, Amex Fraud Dept XXXX advised me they have " initiated the process to pay back XXXX but didn't knew what was taking so long '' and proceeded to give more excuses. When ALL previous reps have advised me that Amex had already PAID XXXX. The complaint ID # I submitted with Amex last month XX/XX/2021 for them lying to me is XXXX - The rep could not even/not wanted to spell her name ( something Samalia I don't know ). She advised another lie that everything should be resolved by the end of XXXX and that I was going to receive a letter. None happened.
Company Response:
State: PR
Zip: 00921
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/XXXX the irs deposited XXXX dollars stimulus payment onto a prepaid american express serve card that i had no clue about. I thought the funds wered deposited into a closed bank account. I put a payment trace on the XXXX and didnt get the results until XX/XX/XXXX. I located an account from the transaction id given to me by the irs On On XXXX XXXX the funds were depleted to {$1.00} balance. I live in florida and have never been to california and thats where ALL the transactions occured and the total balance was depleted in 4 days. I notified serve customer service. Also account protection team. Spoke with supervisors etc ... Was sent a link which was a declaration of fraud form that needed to be filled out. Keep in mind. I didnt ever have possession of the card nor did i even know about it till XX/XX/XXXX but i was being told i needed to give detailed information about transactions that were to be disputed. Which i completed in detail as best as i could. I emailed and i faxed copies which were confirmed to have been received. I was told on a recorded line that my funds would be credited back to my account on the XXXX. I looked today and there has been no change. I called them back again and was told that things were still being investigated and i woukd receive an email with a decision in the future. Not more than an hour later i got an email saying my claim was denied. This is absolutely outrageous. This is a form of strong arm robbery. Something needs to be done about this. Im sure this is haooening to many other people. Thabk you.
Company Response:
State: FL
Zip: 34601
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid of most of my credit card a nd a few days later they put in a late fee on my account
Company Response:
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I went to XXXX XXXX terminal is : XXXX time XXXX and tried to withdraw {$2000.00} from the atm however it did not dispense. I filed my dispute with American Express Serve on XX/XX/XXXX and spoke with customer service who stated that they had received the dispute documents and I should receive a decision by XX/XX/XXXX for temporary credit. I didnt receive any communication regarding the credit. I called on XX/XX/XXXX and spoke with a lady by the name of XXXX who stated that my information was never received. I have uploaded the dispute forms twice and faxed the dispute form and the fax stated it was received. I cant anyone to help or expedite the process
Company Response:
State: TN
Zip: 37115
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
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: 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. Please see my detailed explanation of the situation and my concerns, attached with this complaint.
Company Response:
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Responded to an offer sent to platinum card members last summer to open a savings account with $ XXXX and earn XXXX points. Met the minimum required amount on XXXX XX/XX/XXXX, added another deposit, and have yet to withdraw the money from the account. The promotion stated that the account had to remain open for at least 90 days for the points to be earned. In XXXX or XXXX, I contacted American Express and a representative stated that the points would be applied in XX/XX/XXXX. In XX/XX/XXXX, the points were not applied, but I figured that perhaps there's a delay due to Covid. When the points hadn't been applied in early XXXX, I called American Express. A 30 minute phone call resulted in the agent stating that I did qualify for the points, but there was some type of system issue so they weren't applied. My name and number was provided for the company to reach out to me in 7-10 business days. No contact was received nor did I receive the points. My last attempt to resolve this was on XXXX XX/XX/XXXX. I spoke with an agent for more than 20 minutes who escalated the issue to the person in charge of the program. To this day, I have received no communication from the company ( other than the bill ). To clarify, none of the money funding the account has been withdrawn to this date. My rewards account still does not reflect the addition of the XXXX points that are due me.
Company Response:
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: NOT A DUPLICATE TO THE LAST COMPLAINT!!!. WITH THAT SAID WHY DID I EVEN FILE ANY COMPLAINT @ ALL WHEN THERE WEREN'T ANY HONEST OR RESPECT FROM THE SERVICES OF AMERICAN EXPRESS SERVER WHEN WHY WOULD I LIE ABOUT MY MONEY THAT WAS DEPOSITED INTO MY ACCOUNT. FACT IT WAS OTHER ACCOUNT FACT AND PUT IN OTHER ACCOUNT AND WAS STOLEN & OTHER CARD SHIPPED TO OTHER ADRESS WITH MY NAME ON IT BUT LIKE I XXXX TOLD THEM I WAS IN JAIL AND MADE AWARE OF IT XXXX ALL WHEN I WAS RELEASED ON XX/XX/XXXX FROM MY STAY OF XX/XX/XXXX. SO YES I MADE IT AWARE TO AMERICAN EXPRESS SERVE XX/XX/XXXX WAY OF PHONE CONVERSATION OF HOW TO SOLVE THE PROBLEM. SO THAT WHAT THE PROBLEM WITH THE HONSTEY OF ME FAILING A COMPLAINT ABOUT THIS FOR SOME REASON THEY LIEING ABOUT THE ACTIONS TAKEN FROM ME ABOUT IT AND THE ACKNOWLMENT FORM EMAIL AND THE DECLARATION OF FRAUD FROM AMERICAN EXPRESS AND THAT THEY DIDN'T FACT GIVE ME A FAX OR MAILING ADDRESS ON FORM THAT I STILL HAVE TO FAX BACK AS I TOLD THEM ON THE PHONE CONVERSATION AND TBE DATES OF THE DISPUTES AFTER ONE OF OUR PHONE CONVERSATION XXXX XXXX SENT ME AND EMAIL OF OTHER DISPUTE TRANSACTION THAT WAS NOT THE AMOUNT THAT I WAS DISPUTING I. THE FIRST PLACE AND THE CARD THAT IT WAS FIRST DEPOSITED ON BUT TOLD CFPB THAT I DIDN'T COMPLY WITH WHAT ACTIONS TO BE TAKEN BY THE DATES IN XXXX QUESTION AND YOU TOOK THEIR RESPONSE LIKE IM NOT XXXX AND LIEING TO YOU. I COME TO YOU XX/XX/XXXX ARE BEFORE NOT LONG AFTER AND DEAD LINE OF XX/XX/XXXX THAT AMERICAN EXPRESS TOLD YOU THAT I WAS ARE DIDN'T TRY TO COMPLY WITH THE DECLARATION OF FRAUD. XXXX SO NOW CAN YOU SEE WHY I FILED THE COMPLAINT AGAINST THEM THEY WERE XXXX FRAUDULENT TO ME JUST LIKE THE XXXX XXXX THAT THEY GIVE MY XXXX MONEY TO ON OTHER CARD TO OTHER ADDRESS OF XXXX BACK IN XX/XX/XXXX WHEN I WAS IN XXXX JAIL AND DIDN'T XXXX GIVE ANY XXXX ONE PERMISSION TO GET IT. BUT AMERICAN EXPRESS OR CFPB THINKS IT'S OK THEY CAN LIE ABOUT WHAT HAS HAPPENED AND XXXX THE ONE THAT2IT HAPPENED TO. WE JUST LET THEM THINK WE HELPING BUT XXXX IT. I REALLY HAVEN'T LIED ABOUT THIS AND COMETO YOU CAUSE I WAS TIRED OF AMERICAN EXPRESS LIEING ABOUT THIS MATTER AND XXXX HIS MONEY. BUT XXXX LIKE ME EARNED IT THE XXXX RIGHT WAY AND I XXXX DESERVE IT AND XXXX ANY ANY FRAUDULENTLY TAKEING IT FROM ME AND LIEING TO ME ABOUT IT. XXXX THAT MY BE YOUR XXXX CONGRESS OR FORMER PRESIDENT OR CURRENT PRESIDENT WAY BUT NOT MY WAY. AND THINK MY XXXX XXXX WON'T SAY ANYTHING ABOUT IT. WRONG.!!! .. LET ME ASK IF I CAN SHOW ANY DATES EMAILS COPYS OF AMERICAN EXPRESS FRAUDULENT XXXX LIES TO YOU AND TO ME CAUSE AFTER YOU GOT INVOLVED XXXX I GOT OTHER EMAIL THAT THEY RECEIVED MY DISPUTE AND DECLARATION OF FRAUD XX/XX/XXXX XXXX ALL THIS XXXX IS AGGREGATEING ME THAT WHAT IM DOING IS JUST TELLING THE XXXX TRUTH OF THIS XXXX AND XXXX HEADS OF LIEING AND COVERING THE XXXX UP.!!!. LOOK I KNOW YOU DON'T REALLY WANT TO INVOLVED YOUR SELF WITH THIS CAUSE YOU DON'T REALLY WANT PEOPLE TO KNOW YOU REALLY DON'T WANT TO HELP THEM. SO IM PROPOSING CAUSE I KNOW THIS PUNK XXXX NORTH CAROLINA ATTORNEY GENERAL OR IS XXXX OFFICE OR THE PUNK XXXX GOVERNOR XXXX XXXX OF NORTH CAROLINA AND WHY I SAID THAT OF THEM CAUSE I HAD MY COMPLAINT ON EACH OF THEIR STIES AND EMAILS TO THEIR XXXX. ANYWAY IF YOU CAN @ LEAST PUT ME IN CONTACT WITH ANY ATTORNEYS IN STATE OR OUT OF STATE THAT COULD WORK IN NORTH CAROLINA WHERE THIS IN THE CASE OF MATTER. BUT NO ATTORNEYS THAT GON NA WORRY ABOUT THEIR XXXX REPUTATION AND HAVE HONSTEY TO SEE THAT IM JUST TELLING THE TRUTH ABOUT THIS AND BESIDES WHAT'S A GOOD ATTORNEY WITH NO RESPECT WITH A REPUTATION.?? IM ASKING THIS CAUSE AMERICAN EXPRESS IS A FRAUD. WHAT EVER ANY ATTORNEY WANT BUT JUST FOR NOW A MINIMUM OF 3 HOURS @ XXXX $ JUST TO SET UP A MEETING AND JUST LISTEN AND GO OVER THIS PROBLEM AND SEE WHAT THE XXXX DID THIS XXXX DO WRONG BESIDES NOT LET ANYONE TAKE FROM HIM FRAUDULENTLY. XXXX XXXX XXXX AND THE ATTORNEYS CAN LEAVE MESSAGE I CAN SAY CAN YOU DO THAT MUCH FOR A XXXX AND STOP LETING THE SERVICES THAT YOU TAKEING COMPLAINTS ON LIEING TO YOU. THANKS XXXX XXXX. SERIOUSLY I DON'T KNOW WHY AND THEY WANT TELL ME BUT THEY SUSPENDED MY ACCOUNT AND I HAD MONEY IN THERE CAN YOU HELP ME FIND OUT WHY THEY JUST DONE THAT.???!! .. AFTER OUR PHONE CONVERSATION WHEN I LEARNED OF THEIR RESPONSE TO YOU.
Company Response:
State: NC
Zip: 28150
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have been with American Express since 2016. Today I tried to transfer XXXX of my Membership Rewards points to a partner airline to book a flight and I received an error " This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria. '' After calling in and being transferred to several departments I was informed that my account is being reviewed and my points will not be available to be redeemed for 8-12 weeks. I have earned these points over years by loyally using my American Express card and now I am being blocked from redeeming them when I need to book a flight. Blocking a user for no reason from accessing his points for 2-3 months is unheard of. I was never notified that my points are frozen and now I am stuck needing to book a flight and not having access to my points.
Company Response:
State: NJ
Zip: 07410
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a small business credit card for my company. I have a XXXX credit score and was told I had poor credit. What is the problem with American Express and many US CCs is their XXXX practices. They credit system is setup to make people of XXXX jump over high hoops to prove their credit worthiness. I have had a platinum card with American express for 3 years and have never been late and paid down my credit over 50 % but never not once have they increased my credit. They make up excuse after excuse. I have asked them credit increases and they continue to deny me. First I have underutilized credit, then not enough credit then using too much credit. Regardless of the effort my last name tells them that I am XXXX and they use that against me. Even during COVID19 I asked them to work with me when my company experienced challenges. They refused and later only halted interest while forcing me to make my monthly payment. When I spoke to the American Express agent she said I had poor credit. When in reality I have had stellar credit. The CFPB needs to hold the XXXX practices of these white endowed process to account. I make over XXXX but still cant get American Express to raise my credit profile. That is XXXX and they should be held account for practicing systemic racism against their card holders!
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2020, I opened an AMEX XXXX XXXX XXXX credit card because they gave me an offer which included {$300.00} welcome bonus by XXXX XXXX. After I finished the shopping amount which they required me by using this card, they refused to give me this bonus, the reason is I had another welcome bonus before by a different AMEX credit card. I am very confused. This is my first time to have an AMEX XXXX XXXX XXXX credit card and did not get any welcome bonus from their same type of credit card. Once I asked their customer service agent, who named XXXX XXXX worker no : XXXX likely ) told me I would get this bonus, but actually not. At last, when I asked their customer service again, they told me I am not qualified to get this bonus. I think they treat me unfair, because they promised me the {$300.00} welcome bonus while sending me the offer.
Company Response:
State: CA
Zip: 91748
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A