Date Received: 2023-12-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Hello, I would like to file a complaint about my Amex Hilton Surpass welcome offer that I applied on XX/XX/2023. The welcome offer was XXXX XXXX + one free night reward after spending {$2000.00} within 3 months. Since Amex does not have a spending tracking system on the website/app when I signed up for a welcome offer, I had to manually reached out to the CS to check on my spending. On XXXX XXXX, I reached out to the CS, and the CS agent confirmed that I have met my spending and I will get my points within 8-12 weeks after I met my spending. On XXXX XXXX, I reached out to the CS again because I still did not get my points even after meeting the requirement. The CS agent stated that I will get my points on XX/XX/XXXX which is my statement billing date, so I waited until XX/XX/XXXX. However, I did not get my points on XX/XX/XXXX. On XX/XX/XXXX, I reached out to the CS again to see when I will get the points. Then, I was told that I did not meet the spending requirement {$2000.00}. I explained that previously agents confirmed me that I met my spending and told me that I will get my points on XX/XX/XXXX. The agent said I did not spend for eligible charges which do not include " fees or interest charges, balance transfers, cash advances, purchases of traveler 's checks, purchases or reloading of prepaid cards, or equivalents. '' I asked which purchases were not eligible and the agent said they can not provide specific charges. I know most of my spendings were shopping online or in-store, so this is clearly Amex 's faults : 1 ) CS confirming that I have met my spending 2 ) system issue that filtering my purchases as not eligible for the offer I am attaching my 3 months statements since I opened the credit card as well as the screenshots of conversations between me and 3 different CS agents.
Company Response:
State: PA
Zip: 190XX
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: 2023-12-02
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received a {$50.00} AMEX gift card from a family member on my XXXX birthday. Unfortunately, this gift card has been giving me a lot of trouble. Unlike the other gift cards I received, such as XXXX and XXXX, this AMEX gift card is not accepted anywhere. - - - I have tried using this gift card both online and in brick and mortar stores, at restaurants and grocery stores, and even on XXXX and XXXX wallet, but no one will take it. I tried calling the customer service number on the back of the card, but all I got was automated prompts. Eventually, I found an alternative AMEX customer service phone number for members, and although the woman who I spoke with was pleasant, she had no answers to help with my issues. - - - I was transferred to the prepaid services department after the previous representative was unable to resolve my issue. However, even they were unable to assist me and suggested that I continue trying to use the card at different merchants until it works. This left me feeling helpless and frustrated, as I was not offered any resolution. The prepaid services representative explained that the reason why I was having issues was because AMEX was providing me with financial protection, which confused me because it seemed as though the financial protection was for the funds from me, the person entitled to the money. They were also unable to tell me where I could use the card, despite their website claiming that it could be used anywhere that accepts AMEX. This was obviously a misstatement. At this point, I am at a loss and all I want is the {$50.00} that is owed to me as soon as possible. What was supposed to be a birthday gift has turned into a personal nightmare for me. - - - It seems like the AMEX gift card system is not functioning properly and is designed to take a few extra dollars from American consumers. Merchants who claim that they are unable to use this card are allowed to place small pending charges on it, which further restricts the ability to use the funds given. This gift card system appears to hold legal tender hostage and falsely advertises that it can be used anywhere that accepts American Express cards. Unfortunately, this is not the case for some of us, and it is frustrating to be told that there is nothing that can be done about it. - - - I am facing difficulties in resolving my issue with AMEX customer service. Even the original purchaser of the gift card has tried to help to no avail ( inconveniencing her ). Unfortunately, my money is inaccessible and all I want is to get the total balance of my card in cash or check. This will help me move forward with my life. Can you please assist me in this matter? - - - Below is the Gift Card Information : -- - AmexGiftCard.com -- - Card Number : XXXX XXXX XXXX -- - Exp : XX/XX/32 -- - Security Code : XXXX -- - Available Balance : {$50.00} - - - Respectfully XXXX XXXX XXXX XXXX XXXX
Company Response:
State: MD
Zip: 20720
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: 2023-12-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My identity is stolen and someone somewhere is using it to apply for XXXX, American express and XXXX XXXXXXXX credit card as me. It seems they have collected a loan from XXXX and trying to create bank accounts using my information. I have received alert from experian of hard credit inquiries which is affecting my credit score badly. Please I need help. Thank you.
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
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: An airline ticket was purchased using my American Express Delta Skymiles card ( confirmation code XXXX ), also the insurance box was checked to further protect if I had to cancel the flight. ( Scheduled for XX/XX/XXXX ) I canceled the airline ticket because I did not have to physically appear in court. Delta Airlines assured a refund to my credit card would happen. The credit for the {$530.00} airline ticket did not happen and I began disputing the charge when I noticed that it had not been removed from my credit card on or about XX/XX/XXXX. The charge was removed from my account and within a few weeks or less, the charge appeared again on my account. Called again to American Express to form another dispute, ( XXXX ) advised that it would be taken care of and not to worry. ( Continual process for over 4 times ) Tried to use my other American Express Card Hilton Honors, while on vacation in XXXX of XXXX for my Hilton honor points, and was told card declined, and account closed. Called American Express and was told that I disputed the charge " to late '' and that I would have had to dispute the account within a certain " timeframe ''. Advised the representative that I have continually been disputing this charge and was told by the representative that the charge was valid. I advised that I was told that there would be a credit issued because I canceled the flight and that credit has never happened. Contacted Delta airlines, and they stated they could not locate the flight information ( Confirmation XXXX ) despite the fact that I provided the confirmation number. Then was told if I had insurance, I would have received something for " XXXX ''. I was charged for a flight that I canceled, never issued a credit, or even so much as a voucher to use at a later date. Now, the American Express Hilton Honors credit card that had a {$0.00} balance is closed. The American Express Delta Skymiles Credit card, as of XX/XX/XXXX has a balance of {$850.00} from all of the late fees and interest fees American Express keeps charging me for a charge that was never refunded despite the continual disputes. Now, I keep getting text messages, stating " Your AMEX payment is due, '' " Keep your AMEX account from going further past due and avoid further negative impact to credit score '' " Pay {$40.00} to keep your account from becoming further delinquent. '' Now, my credit report is damaged due to American Express actions, and I have contacted and formed complaints with the credit reporting agencies. Now, I'm beginning my complaints with the CFPB.
Company Response:
State: AZ
Zip: 85042
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
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 purchase a large amount of gift cards every year for company use. Sometimes there are a few left over after holiday and they are locked up in office for further use. One leftover card was given to an employee for good work around XXXX of XXXX. The employee ( XXXX XXXX reported that there was no balance left on the card. Since the envelope was sealed and in locked place, it seemed impossible. I called Amex gift card and was told that the card in question was used to make purchases such as XXXX in XXXX! I asked for a full accounting and was told I had to go to website. In the interim she gave me a case # XXXX. I went to website and tried several times. It said card information was unavailable - call phone #. Called again, spoke to XXXX who told me that she did not have access to these transactions. I asked for Supervisor. She said Supervisor does not have access to these transactions. I tried to e-mail and received the same reply five times - " Unfortunately, your claim has been denied. If you would like to review your transaction history visit the website or call customer servivce '' ... I kept e-mailing back to say I had done this but did not get an answer and I received the same exact language reply over and over. The last time I aske to be connected to a human ( I'm guessing AI gives the same exact answer over and over... ) And now have no reply. I purchased {$3000.00} in gifts cards on XX/XX/XXXX and on XX/XX/XXXX. The card in question was in the amount of {$250.00} and had a reindeer on the front. I have the card in my possession. I charged the cards on my Amex card and tried to dispute the charge but they said it was too old to dispute. I am beyond frustrated that someone used this gift card number fraudulently and there is nothing Amex will do about it.
Company Response:
State: FL
Zip: 33431
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: 2023-12-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have XXXX of dollars of AMEX gift cards and they are always declined at XXXX. Customer service agent told me to just use a different vendor. These cards are useless if I can't use them at the largest XXXX retailer in the world. The cards have also been declined at XXXX.
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Have tried making multiple online purchases ( tried different merchants ) with the Amex gift card where the total amount of the transaction is less than the remaining balance on the card. However, I continue to get this message " There was a problem processing your payment. Please re-enter your payment information and try again. '' In my most frequent attempt today on XX/XX/23, the purchase was for {$29.00} and the balance of the card is {$32.00}. I have tried calling Amex, but am not able to speak with an individual and get sent in circles.
Company Response:
State: MA
Zip: 02453
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Got a Prepaid American Express gift card today XX/XX/2023 and tried to use it for XXXX gifts for my son. Its constantly declined on every website, it says payment issue please try again and when I tried to transfer the money to my paypal just to see if it would work there it continues to say my card doesnt exist. I called the company and the card is activated and theres money on it. Basically I cant buy part of my sons gifts because I was relying on this gift card and it doesnt work at all on any website or in store.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American Express recently announced midyear changes to the benefits provided through its Hilton Honors Surpass American Express card- namely, that the Priority XXXX XXXX XXXX XXXX will be going away, midyear. I found this particularly frustrating, given that I've already paid for the benefit for the account year through paying for the {$95.00} cardmember fee. I wrote to American Express to express my frustration and got a form letter back in the mail asking me to call a toll-free number.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/XXXX I logged into the Amex app to check my XXXX XXXX XXXX. I noticed my credit score was abnormally low so I requested within the app to see my full credit report. I was prompted to provide my last four digits of SS card I did and I was given access to the full credit report.I can see they were display XXXX XXXX XXXX. Birth year XXXX. Current address. XXXX XXXX XXXX XXXX XXXX, XXXX, NM. And more detailed information as past inquiries, open accounts, balances, etc. My name is XXXX XXXX, XXXX birth year. I contacted Amex through their chat option requested an Actual agent not robot to inform them what was happening. I was told They would fix it. come Monday I am still able to view. Tuesday I am still able to view. I also called XXXX. This connected me to an experian agent. Who verified my personal information and confirmed I indeed am not seeing my credit report details but an other individuals info. this agent transferred me to Amex customer service agent. I explained the situation to them. They said that the corresponding department is closed for the day provided me with XXXX. They said this is American Express credit bureau unit but they are currently closed. XXXX I called the XXXX XXXX number and talk to a lady from the business side and explain to her the situation. She emailed another department and said someone will be reaching out to me. Thursday I am still able to view XXXX XXXX Credit report through amex app and no correspondence with any AMEX representative. Friday, XX/XX/XXXX I am still able to view XXXX XXXX credit report, and still no correspondence with AMEX. My worries are someone is viewing my credit report information.
Company Response:
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A