Date Received: 2023-12-05
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: To whom it may concern : ( PLEASE NOTE : MY PHONE NUMBER HAS CHANGED, IT'S ( XXXX ) XXXX ) Re : AMEX Application Approval Process. When I was much, much younger, back in the XXXX 's to be exact. I had an AMEX credit card, had it for some time. Had a great relationship with AMEX during such time, but unfortunately, I fell onto hard times and ended up having to file a XXXX XXXX bankruptcy. Since then, my life has done a complete XXXX. All is great now, better then great actually. My understanding is financial institutions can not hold bias against a consumer for past financial mistakes and that the Federal bankruptcy laws have protections in place that protects the consumer. It's been well over 3 decades now, and in such time, I have achieved an exceptional credit score that is just shy of XXXX, I decided to give AMEX another go and was a top match on my XXXX credit profile. I first applied for an AMEX Everyday credit card back on XX/XX/XXXX DECLINED. I made a second attempt on XX/XX/XXXX for the same card on XX/XX/XXXX DECLINED. I made a third and most recent attempt on XX/XX/XXXX DECLINED. I'm not clear on exactly what criteria AMEX is using to continue denying me access to one of their credit cards when clearly, I more than qualify. I'm attaching the most recent documents of reason AMEX has given me and would ask that AMEX stop the bias against me once and for all. It's beyond understanding. Respectfully yours, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: In XX/XX/2023, I obtained an American Express XXXX XXXX Credit Card, primarily attracted by its advertised benefit of XXXX XXXX enrollment, a significant feature for a card with a {$650.00} annual fee. However, since then, I have been unable to register for the XXXX XXXX due to ongoing technical issues. I first contacted American Express regarding this issue in XX/XX/2023. In response, I received a case ID, XXXX, with assurances that the problem would be resolved. After noticing no progress, I reached out again, resulting in a second case ID, XXXX. Despite these interactions, the technical issue persists, unresolved for over three months. During this period, I have had seven flights where I could have benefited from the XXXX XXXX access. The inability to utilize this promised benefit has been a significant inconvenience and a failure to deliver the value that was a major factor in my decision to choose this card. The American Express team continuously claims that resolving this issue is their top priority. However, the prolonged duration and lack of effective resolution have been disappointing. This experience has significantly impacted my view of American Express and the trustworthiness of the benefits they advertise with their high-fee credit cards. I seek immediate attention to this matter, a swift resolution to the XXXX XXXX registration issue, and appropriate compensation for the months of lost benefits and inconvenience.
Company Response:
State: NY
Zip: 14850
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Opened a credit card with American Express, enrolled in online profile and linked the card to my XXXX account, after that made a purchase all worked fine. After the first transaction went thru they blocked everything and since then I cant use the card anywhere, it dropped my credit score XXXX points, they ask to connect to a system to provide my drivers license and the system didnt work, I dont get it, why do you approve and do all this to a customer? I had to do 3 interviews proving my identity before getting approved, and I dont have any identity theft alert on my credit, they want to do the same thing after getting Me approved, this is ridiculous and abusing
Company Response:
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I had won a prize of a {$1000.00} American Express gift card in XXXX. Upon receipt checked balance by phone and all was okay. Went to use the card in XX/XX/XXXX for XXXX shopping and found out that part of the card was used, approx. $ XXXX dollars. Called American Express and put card in dispute and a hold on balance. Amer. Exp. checked into dispute and reissued and mailed me a new card in the amount of {$1000.00} a few weeks later. On XX/XX/XXXX, I tried to use the card at 3 different places and each time the card was declined. I called Amer. Exp. customer service and was on the phone for approx. XXXX hours, being kept on endless hold or being disconnected, numerous times. Each time, I would get a different person and would have to repeat all details. Finally, I spoke to a supervisor and after all the aggravation trying to use the card then trying to get through to a supervisor, I asked if a check could just be mailed to me and the supervisor said under the circumstances that a check could be mailed. The supervisor put the card on hold and told me to send an email to XXXX along with copies of my license and both sides of the card and to reference case # XXXX ( old case # more details below ). I sent the email immediately and received a generic reply that the email was received. On XX/XX/XXXX, I called to see what was the status. Again, I was put on hold endlessly, disconnected numerous times, etc. I was on the phone for approx. 3 hours again, was even disconnected from two supervisors. ( First supervisors name I didn't get, second name was XXXX. ), before I finally got a XXXX supervisor named XXXX. XXXX advised me that the case number I gave to her was wrong. ( Though, when the original supervisor on XX/XX/XXXX gave me the case number, I had him repeat it a few times and I even repeated it back to him. ) XXXX, then advised me that I would have to again resubmit a new email request, with a new case number, # XXXX. I asked her if I could speak to a manager ( who is above a supervisor ) and she said I would first have to resubmit a new email/request, which again I did immediately on XX/XX/XXXX. After getting off the phone with XXXX and resubmitting the request, I called back and after going through the phone aggravations again, finally spoke to another supervisor named XXXX and asked for her to switch me to a manger with hopes that the manager could help expedite my request, since I really needed the funds for XXXX shopping. XXXX had me go through all the details once again and then asked me where the original card was purchased and I explained that the card was a prize that I had received, which I had told Amer. Exp. a number of times previously. XXXX ( the supervisor ) then told me that my original request was denied because they also wanted a receipt from when the card was purchased, along with the copy of the card, etc. Keep in mind, that I had now spoke to two previous supervisors that had me send out the request via email and they never mentioned anything about a receipt being needed and they both know this was a prize I received. I then explained to XXXX that I paid taxes on the prize and could provide a 1099-misc tax form along with emails showing I had won this prize. XXXX said that wasn't good. I then asked her why after being told by two different supervisors what info to send, why no other supervisor advised me that a receipt was also needed. I also asked why after I sent the first email why wasn't I notified that more info was needed, etc. In fact, I received no reply at all. At this point, I expressed my frustrations to XXXX saying that 1. ) the first card was compromised and I had to wait for new card, 2 ) upon trying to use new card it was declined number of times, 3 ) upon calling Amer. Exp. was told to send email with copies of card and license to have checked mailed. 4 ) Followed up to find out the status only to be told that case number they gave me was wrong. 5 ) Was told by another supervisor to resend request. 6 ) Now being told by this supervisor XXXX, that first claim was denied and they needed receipt. Mind you this is shortly after my sending the second request and no one else mentioned anything about having info on the first claim. I then stated that Amer. Exp. is basically preventing me from using this card or refunding me and basically that this is money owned by me. XXXX then stated that it was not owned by me, but by American Express. At this point I again asked XXXX to switch me to a manager, ( someone above her ) and XXXX said that she would have to send a call back request via email to have a manager call me back within a couple of hours. This was at approx. XXXX XXXX and I waited all evening and never received a call back. It is now XXXX the following day and I still have not received a call back from a manager. I am beyond frustrated at this point. Each time I called, I asked for names, call back number, Id #, etc. and each time was told that they didn't have an ID #, can't give last name and have no call back number. I had even started to ask the supervisors I spoke to, to take my phone number and call me back if we were disconnected, to be told they weren't allowed to make outbound calls. I have spend so many hours on the phone trying to get this resolved, only to be put on endless hold where nobody would come back to the phone, being disconnected, being told different stories, etc and waiting endlessly for a manager to return my call. American Express is making it impossible for me to use this gift card or to get a check reimbursing me the gift card amount. Basically, the card is useless to me. Each call I made was to a different person ( had to be at least 20+ people ) not once getting the same person. Each phone call I would have to go through the full details, etc., many times before I could even be switched to a supervisor, only to have to go through the details again. What good is a gift card that is declined when you use it? I was always kind to anyone I spoke too, though at this point I was annoyed and very frustrated. I would greatly appreciate your helping me with this matter and helping me get reimbursed for this gift card. Just for reference, all my correspondences with American Express was using my name XXXX XXXX and email address XXXX. *** I wasn't able to use the same email address for opening a consumerfinance.gov account because my husband has a previous account with consumerfinance using the XXXX email. So when speaking to Amer. Exp. Please refer to email XXXX and CASE # XXXX, which is the latest number that was given to me. Please feel free to contact me via email or phone if you have any questions. Thank you so much for your assistance.
Company Response:
State: NJ
Zip: 07869
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was gifted the a {$50.00} American Express gift card on XX/XX/XXXX. XXXX. In XX/XX/XXXX, I created an account with American Express to manage the gift card. That month I also attempted to connect the giftcard to my XXXX XXXX on my XXXX XXXX, XXXX XXXX, and XXXX XXXX. All attempts were unsuccessful. In XXXX of XXXX, I attempted to again add the gift card to my XXXX devices and this time called XXXX customer service. There a representative informed me this was a new issue with American Express changing processes on their end and prompted me to occasionally try adding the card as some XXXX users had been successful. In XXXX of XXXX, I browsed XXXX forums and discovered other consumers had similar issues. Some recommended added the gift card to subscription services, XXXX wallet, and XXXX wall. While the card is charged the temporary hold of {$0.00} and {$0.00} from the various companies, all attempts to pay with the gift card have been unsuccessful. In XXXX XXXX, I contacted American Express customer service and was advised try using the gift card in store as on their end they didn't see any issues. They also helped me add billing information to the gift card. This did not remedy the issue. Between XXXX XX/XX/XXXX I have attempted to make purchases between XXXX XXXX {$20.00} at the following restaurants stores ( in person and online ), which have all been unsuccessful : XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXXXXXX 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 XXXXXXXX XXXX XXXX American Express has given me no real remedy to access the {$50.00} amount on my gift card as the funds sit. I have exhausted all options suggested by American Express, other merchants, and other consumers with similar issues.
Company Response:
State: NC
Zip: 27527
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I missed only 2 paymnets on my Amex card in XXXX and XXXX and I have been paying it every month since. Well this month, they sent it to a collections ageny without my knowledge even thoigh I pay it. They also will not let me log into my account which has 2 fraudulanent transactions at XXXX a piece. I believe this is illegal. My account should not be in collections and I shopuld be able to log into my account. They are also with holding my credit card and changed the number 3 times. I have been with them since XXXX, I have held a credit score of XXXX in the past and this entire thing is absurd, It needs to be corrected. I am not dealing with a collector, Amex will get oaid directly by me as they always have. This needs to n reversed.
Company Response:
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
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: On XX/XX/XXXX I've placed a order for two pieces of luggage with XXXX. I used my Amex card to pay for the XXXXXXXX XXXX total charge. The merchandise was delivered to me. As I was not 100 % convinced with the product, I request a return in line with the vendor return policy ( XXXX XXXX XXXX XXXX The vendor issued me XXXX label and I used the label provided by the vendor to return the merchandise, as requested by them. Between XX/XX/XXXX and XX/XX/XXXX I exchanged emails with the vendor, asking for my refund, while never getting a concrete response from them. On XX/XX/XXXX the vendor informed me I wouldn't be refunded claiming that they didn't receive the merchandise, despite me following all the steps they requested, which included packaging and dropping of the merchandise at a XXXX store using the labels they used. I have opened a dispute with American Express, where I submitted plenty of documentation multiple times. At first, Amex ruled in my favor, but has inexplicably reversed their decision 3 months after, well after the given period and after me getting rid of some of the supporting documentation. I ask CFPB to request Amex to provide all the documentation I have provided to them through the months, as they must have copies in their system.
Company Response:
State: NY
Zip: 10014
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Amex received an application ( letter of credit ) from me on or about XX/XX/2021 in which they issued me a consumer credit card in my name. Amex has since terminated the consumer credit line and supplying XXXX with inaccurate information. Any consumer account that is terminated by the grantor must return all funds to the consumer within 7 days of closing the account. Amex is bound by federal law to return the proceeds from this credit sale since they breached the contract in place by closing the credit line. 12 CFR 1026.11 - Treatment of credit balances ; account termination. CFR State Regulations prev | next XXXX Treatment of credit balances ; account termination. ( a ) Credit balances. When a credit balance in excess of {$1.00} is created on a credit account ( through transmittal of funds to a creditor in excess of the total balance due on an account, through rebates of unearned finance charges or insurance premiums, or through amounts otherwise owed to or held for the benefit of the consumer ), the creditor shall : ( 1 ) Credit the amount of the credit balance to the consumer 's account ; ( 2 ) Refund any part of the remaining credit balance within seven business days from receipt of a written request from the consumer ; ( 3 ) Make a good faith effort to refund to the consumer by cash, check, or money order, or credit to a deposit account of the consumer, any part of the credit balance remaining in the account for more than six months. No further action is required if the consumer 's current location is not known to the creditor and can not be traced through the consumer 's last known address or telephone number. ( b ) Account termination. ( 1 ) A creditor shall not terminate an account prior to its expiration date solely because the consumer does not incur a finance charge. ( 2 ) Nothing in paragraph ( b ) ( 1 ) of this section prohibits a creditor from terminating an account that is inactive for three or more consecutive months. An account is inactive for purposes of this paragraph if no credit has been extended ( such as by purchase, cash advance or balance transfer ) and if the account has no outstanding balance. ( c ) Timely settlement of estate debts ( 1 ) General rule. ( i ) Reasonable policies and procedures required. For credit card accounts under an open-end ( not home-secured ) consumer credit plan, card issuers must adopt reasonable written policies and procedures designed to ensure that an administrator of an estate of a deceased accountholder can determine the amount of and pay any balance on the account in a timely manner. ( ii ) Application to joint accounts. Paragraph ( c ) of this section does not apply to the account of a deceased consumer if a joint accountholder remains on the account. ( 2 ) Timely statement of balance ( i ) Requirement. Upon request by the administrator of an estate, a card issuer must provide the administrator with the amount of the balance on a deceased consumer 's account in a timely manner. ( ii ) Safe harbor. For purposes of paragraph ( c ) ( 2 ) ( i ) of this section, providing the amount of the balance on the account within 30 days of receiving the request is deemed to be timely. ( 3 ) Limitations after receipt of request from administrator ( i ) Limitation on fees and increases in annual percentage rates. After receiving a request from the administrator of an estate for the amount of the balance on a deceased consumer 's account, a card issuer must not impose any fees on the account ( such as a late fee, annual fee, or over-the-limit fee ) or increase any annual percentage rate, except as provided by 1026.55 ( b ) ( 2 ).
Company Response:
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Took or threatened to take negative or legal action
Subissue: Sued you without properly notifying you of lawsuit
Consumer Complaint: Creditor was AMEX. Account was closed around XXXX. While Account was on a forbearance during Covid Lock down Amex reported negatively to credit bureaus, attempted collections while in forbearance before payments were due. Balance reported was much higher than actual balance and could not provide accounting for alleged balance. Almost XXXX years after Account was closed I recieved a lawsuite without any notification to question validity of debt and accounting. Lawsuite was dismissed in my favor. Then Amex began to play games reporting false balance owed, and reporting late payments of XXXX months and more, as if Account was open. I filed a dispute. They changed status to charge off, but continue to file every month on this closed and lawfully dismissed Account. I am wanting all late payments reported removed from time of account closure.
Company Response:
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In XXXX of XXXX I notified American Express Company of a billing error. American Express Company proceeded to close my account without resolving the billing error complaint and without providing proof of a complete and thorough investigation pursuant to section 15 USC 1681s-2 ( b ) of the FCRA. Furthermore American Express continues to report a charge off on my credit report and to the credit reporting agencies,. According to the IRS a charge-off is consider a certificate of indebtness which means that it is income. According to 15 USC 1681 ( c ) it is illegal to report a consumer 's transaction history, and must be removed. AMERICAN EXPRESS continues to increase the balance and past due amount in violation of 12 CFR 1026.13 ( 2 ), 12 CFR 1026.13 ( 3 ). AMERICAN EXPRESS is violating the privacy act of 1974 by disclosing my consumer record to a person, or to another agency without my written request and without my prior written consent 5 U.S.C. 552a ( b ). AMERICAN EXPRESS is violating 15 U.S. Code 1681 ( a ) by reporting inaccurate information,
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A