Date Received: 2023-11-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This complaint is with American Express. Consumer says that someone sold his phone and made some fraudulent charges on his account. Consumer states that this person made 2 payments on his account. Consumer can only see payments it doesn't give much information. Consumers account was canceled due to these fraudulent charges Consumer has no knowledge of these charges and has not given permission to anyone to make payments or to charge his account. Consumer wants to know why was this many payments charged to his account without being notified.
Company Response:
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On or around XXXX XX/XX/XXXX I filed complaint XXXX regarding an American Express account ending XXXX in my XXXX credit file XXXX As result, XXXX disputed the payment history. XXXX responded on or around XXXX XX/XX/XXXX claiming AMEX verified the prior payment history was being reported accurately. AMEX has been notified directly of the issue with the prior payment history on multiple occasions, the last of which was in CFPB complaint XXXX. AMEX provided a table of the payment history they are furnishing for the account in their XXXX XX/XX/XXXX response to CFPB complaint XXXX. That table shows payment history and payment status that any reasonable individual would conclude is false/misleading/inaccurate on its face. No account can change from being thirty ( 30 ) days to one-hundred twenty ( 120 ) days past-due over the course of a single billing cycle, ironically the number of days after-which AMEX would then be able to charge-off an account. Moreover, if AMEX alleges the account was charged-off on or around XXXX XX/XX/XXXX, then no reasonable individual would expect AMEX to furnish information claiming a Date of First Delinquency of XX/XX/XXXX, and reoport a charge-off for the first time neraly two ( 2 ) years thereafter in XX/XX/XXXX. By law, AMEX was required to report the status of the account to the CRAs with the correct delinquency information leading to charge-off not more than ninety ( 90 ) days after the change from balance to loss. Yet, that is not what the table of payment history AMEX provided indicates. It shows the status first reported XX/XX/XXXX. Just because AMEX verifies the information it is reporting is accurate doesn't make it accurate, especially if a reasonable individual can clearly examine the information and identify why the information being furnished is inaccurate. AMEX knows or has reasonable cause to believe the information it is furnishing is false/misleading/inaccurate. XXXX has a duty under the FCRA to report accounts with maximum possible accuracy and to remove information, even whole accounts/tradelines that are erroneous. There is no reasonable explanation XXXX can provide that argues false/misleading/inaccurate data is " accurate. '' Now, XXXX claims in the response they provided non-monetary relief, claiming " XXXX reviewed the complaint, relevant documents, and completed an investigation where applicable. '' If that were true, then XXXX would clearly see why the account/tradeline needs to be removed and promptly remove it because the data is false/misleading/inaccurate on its face. XXXX has provided zero ( 0 ) relief as the account/tradeline continues to report the same false/misleading/inaccuarte information.
Company Response:
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: on or about XX/XX/XXXXXXXX XXXX XXXX XXXX an application was submitted online through American Express for the American Express Gold Card. For reasons outside of this matter a credit freeze was in place with the 3 consumer reporting companies. XXXX, XXXX and XXXX. During the application process XXXX, the applicant/consumer was " FORCED '' to allow American Express be given access of the reporting agency " XXXX '' doing business as XXXX. NO-WHERE on XXXX website does it state it is a consumer reporting corporation. In actuality under its Licenses and Disclosures link it gives actual statement of the companies true nature. Not Once! does it claim it is a consumer reporting company but actually states it is a XXXX XXXX XXXX. This is Fraudulent and Deceptive practices by both companies and I have certified mail receipts that American Express has received my dispute over this and other items related to the intentionally misrepresented credit application. In my letter I supply evidence of this numerous incorrect assumptions, presumptions and the true nature of the credit process. I demand that American Express correct this application of which is identified as application ID # XXXX. and for American Express to correct this unlawful decision to deny the issuance of my lawful right to credit under the acts, codes and federal regulations that protect and guarantee my lawful demand.
Company Response:
State: AZ
Zip: 85338
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
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 brought my truck in for a routine brake inspection and oil change on XX/XX/2023. Upon returning home, I immediately noticed oil leaking from my truck and contacted XXXX XXXX via the service chat. I had to bring it back three times over the course of two months for the XXXX XXXX. Each time I was there, I mentioned the brake inspection. Following the clean bill of health from XXXX XXXX, I drove the truck to South Dakota only to find that the truck had no brakes at all and was spurting oil all over the engine components, causing close to {$10000.00} worth of damage. The truck was deemed unsafe to drive by another service shop and I was told I should bring the truck back to XXXX XXXX. I did so, and over the next several months had XXXX XXXX attempt to repair the damage they caused from their negligence and inability to fix the oil leak they caused from the initial oil change. They charged me for the work after telling me they would work with me on the costs, but the truck is still leaking oil and the brakes system is not functioning properly. I have photos of the truck leaking oil in their parking lot from several occasions where they said they fixed it and it was ready to pick up. I then had to leave it there again for weeks on end. There is still oil residue all over the engine and it smells horrible when it runs. Many other components have failed due to the oil residue. For this reason, I began disputing the charges with American Express and it became quite apparent over the next few months that they were unable to handle the dispute. I had to call in over 40 times from XXXX through XXXX to resubmit documents, re-explain the situation, re-open the disputes, and wait for calls from American Express that never came. This XXXX, I was informed by American Express that they are not able to handle a claim for that high of a dollar amount and I should have sued the dealership in the beginning. To this day, the truck is not able to be driven and now no other XXXX XXXX will work with me to resolve this problem due to me disputing the charges with XXXX XXXX through American Express. In summation, I brought the truck in and paid {$200.00} for an oil change and brake check, they caused an oil leak/lied about the brake check, we were almost killed on the road, then they charged me $ XXXX to attempt to fix what they caused. I contacted XXXX directly, who told me they do not have control over the dealerships, and they recommended going to XXXX and the Attorney General to file a complaint and get a resolution. The Attorney General then advised me to dispute the charges with American Express, which I had already been doing for 5 months. XXXX Consumer Affairs has since advised me that the dealership is refusing to fix the original damages and/or honor the services paid for by fixing the vehicle. XXXX Consumer Affairs advised me to take the truck to different dealership and pay for the repairs again.
Company Response:
State: MN
Zip: 55317
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/XXXX, I received an AMEX gift card, which is worth {$290.00} as reimbursement to cover some of my guarantor fees paid for renting a room. However, I find I can't use the card online. The remaining balance exceeds the payment amount, and I even tried multiple times to make a smaller amount of payment, but all the attempts failed. AMEX made deceptive advertising that said you can use these cards ANYWHERE that takes AMEX. The website I was trying to use the card does accept AMEX gift cards ( I contacted customer support to confirm and they said they had no idea why these transactions were declined and asked me to contact AMEX 's customer support ) I contacted AMEX customer service several times and they can not offer me any resolution. They can not tell me why the transaction was declined, they can not tell me where I can use the cards ( their site claims you can use them anywhere that accepts AMEX ). They can not offer me a refund. The customer service simply does not provide any meaningful help or guidance to help customers fix this issue, after AMEX enticed customers to get their gift card by making the misleading and deception claim " it can be used anywhere that takes AMEX '' They do not allow you to use the cards for partial payments, nor do they allow you to charge too close to the total card balance. Even in the case where I tried to use less than 25 % of the remaining balance, the transaction was still declined. This system seems designed to skim a few dollars from American consumers. They hold our legal tender hostage and tell us there is nothing they can do about it. They falsely advertise that their gift cards can be used anywhere that accepts American Express cards. This is simply not the case. I can not reach a resolution with AMEX customer service nor can the original purchaser. There is just no way for me to use their cards. My money is inaccessible. All I want is the total balance on my cards in cash/check.
Company Response:
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I filed CFPB complaint XXXX on or around XXXX XX/XX/XXXX. American Express closed out CFPB complaint XXXX on or around XXXX XX/XX/XXXX claiming it to be a duplicate of XXXX. It's not. In its response to XXXX AMEX provided a table of payment history on or around XXXX XX/XX/XXXX. That table shows a how AMEX is reporting the information for the account/tradeline to the CRAs. The table is filled with errors. CFPB complaint XXXX addressed the errors in the table. Any reasonable individual can look at the table and see the errors. For example if an account reports as allegedly thirty ( 30 ) days past-due in XX/XX/XXXX, and assuming no payment was made within the billing cycle, how can the account be one-hundred twenty ( 120 ) days past-due at the conclusion of the billing cycle? Even if XXXX ( XXXX ) payment was made during that billing cycle, 30 + 30 does not equal 120. Yet, that's what AMEX is furnishing to the CRAs, and what AMEX closed out XXXX without addressing. Moreover, if the account is alleged to be charged off on or around XXXX XX/XX/XXXX, how is it possible for the account to have a date of first delinquency of XX/XX/XXXX? That's the date AMEX continues to verify with XXXX and XXXXFinally, if the account is alleged to be charged-off on or around XXXX XX/XX/XXXX, how is it possible for the account to be reported as a charged-off account only beginning XX/XX/XXXX? All of this smells of unfair and unlawful acts and practices on the part of American Express who has failed on multiple occasions to correct the inaccurate information its furnishing for the account/tradeline.
Company Response:
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: American Express, Open XXXX, {$6000.00}, Closed Account , Company started reporting late payments on my credit report. " According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer 's right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers ' nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s-2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. '' XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that '' A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services. ''
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: American Express is closing out my complaints withouut addressing the serious errors in information its furnishing to the CRAs. It has closed out complaints { XXXX, XXXX } and marked them as duplicates of XXXX. 15 U.S. Code 1681s2 ( a ) ( 5 ) ( B ) require the date of first delinquency ( the commencement of the delinquency on the account that immediately preceded the charge-off ) must be a date that PRECEDES the date of charge-off action. To quote AMEX in many of its responses it alleges : " It was charged off on XX/XX/XXXX. '' Now AMEX knows or has reasonable cause to believe it is reporting the incorrect information because it tries to explain away what itss doing, " It is important to know your account charge off date of XX/XX/XXXX has not changed, '' presumeably because the Date of First Delinquency informaton it is furnishing to the CRAs is XX/XX/XXXX. This is a date that is explicitly prohibited under the FCRA. However, AMEX places the blame on the CRAs claiming, " we have no control over how the credit reporting agencies display the information we provide to them. '' This might be believable except, the table AMEX itself provided in its response to XXXX shows they only started reporting the alleged charge-off status on or around XX/XX/XXXX. XX/XX/XXXX is not a date that precedes XX/XX/XXXX and XX/XX/XXXX is not a date that precedes XX/XX/XXXX. Neither XX/XX/XXXX nor XX/XX/XXXX are accurate dates to allege a date of first delinquency. No doubt AMEX is engaging in unfair and unlawful acts and/or practices by furnishing information to the CRAs that under 15 U.S. Code 1681s2 ( a ) ( 1 ) AMEX knows or has reasonable cause to believe is inaccurate. Any reasonable person can see it is inaccurate, yet AMEX continues to furnish this date to the CRAs. Therefore, the payment history, charge-off status, derogatory account narratives, and charge-off annotations must be removed because the information does not meet the requirement of maximum possible accuracy under 15 U.S. Code 1681e.
Company Response:
State: MI
Zip: 48104
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 your card
Subissue: Can't use card to make purchases
Consumer Complaint: Dear American Express representatives, I am reaching out to express my complete dissatisfaction with the services provided by American Express and to address a grave issue concerning a Financial Review ( XXXX ) that has significantly impacted me. Initially, I made every attempt to resolve this issue through the means offered by American Express, but to no avail, for various reasons that will become clear as I explain my case. Before discussing the problem, I will summarize my current situation and the reasons that have compelled me to bring this matter directly to your attention. I am a XXXX XXXX currently residing in the United States, having moved here over a year ago for professional and educational opportunities. After some time in the US, I decided to apply for a US credit card to avoid conversion fees and other charges associated with the XXXX XXXX cards I was using. I was delighted to discover that American Express was the first and only company to adopt the XXXXXXXX XXXX allowing me to use my credit report and score from XXXX XXXX to apply for a US card. As a XXXXXXXX XXXX with no established credit, this was a significant factor in my decision to apply for an American Express XXXX XXXX card in XXXX of this year. My application ( reference XXXX ) was approved on XX/XX/XXXX, following the submission of additional documents to verify my XXXX XXXX Since then, my family and I have extensively used this card for most of our purchases, and it has been instrumental in building my credit in the US, which I now see as partially established. I am very grateful for this. However, in the first few months, I encountered numerous issues with sudden blocks on my card, which required me to repeatedly verify my identity through XXXX. These blocks prevented me from using my credit card for several days or weeks, significantly affecting me. After some verifications and the approval of an ITIN ( Individual Taxpayer Identification Number ) by the IRS ( Internal Revenue Services ), these problems seemed to cease, and I continued using the card. The card initially came with a low credit limit of {$1000.00}. Consequently, I often used the entire limit, paid the bill, and repeated the cycle. On XX/XX/2023, I applied for a CLI ( Credit Limit Increase ), which was initially denied. Unable to understand the reason for the refusal, as I had a good credit history, never had a late or returned payment, and maintained an open relationship with American Express, I turned to the esteemed government agency CFPB on XX/XX/2023, a day after the denial. On XX/XX/2023, I received a response via the CFPB portal, and American Express manually reconsidered my request, approving a new credit limit of {$3000.00}. Pleased with the outcome, I planned to make American Express my primary bank. This decision also motivated me to contact you today. I deeply believe that American Express can review my case individually and assist me, as it has done before. Confident in making American Express my primary bank, I applied for a new credit card in XXXX, better suited to my needs at that stage of my life, offering financial benefits, no foreign transaction fees ( important as I still use services in XXXX, and my son lives there ), among other advantages. This card was approved on XX/XX/XXXX ( my first charge card type ) and since then, I have been using both credit cards. However, I noticed something unusual with the Gold Card ; higher-value purchases were often denied, and I was not familiar with the Check Spending Power tool . To complement all the banking services I use, I applied for the Amex Rewards Checking account, which was approved on XX/XX/XXXX. This would enable me to manage nearly 100 % of my financial transactions through Amex, maximizing the support benefits they offer, as I primarily use credit cards for transactions and the bank account for income receipts and card payments. This progression of product use demonstrates my desire to establish a trust-based, mutually beneficial relationship with American Express XXXX I have repeatedly visited notaries to confirm information ( though it was not necessary ), submitted numerous documents ( proof of residence, ITIN, income, etc. ), and always strived to keep my account in good standing. Having contextualized my current situation, I will now explain the MAIN PROBLEM that brings me here today. On XX/XX/XXXX, upon accessing the American Express app to check my account status, I encountered a red alert on both of my cards XXXX XXXX XXXX XXXX XXXX XXXX XXXX stating : Charging suspended. Please call XXXX if we havent already spoken with you. Concerned, as I had never seen such an alert and had recently lost and then found my wallet, I feared possible unauthorized transactions. I promptly paid the full amount of my XXXX XXXX bill, as I always do and within the deadline. XXXX days prior, I had also paid the full bill of my XXXX XXXX. At XXXX PM ( New York time ), I called the mentioned number. Given the seriousness of the matter, I asked my son, who is more proficient in XXXX, to request an English-Portuguese interpreter to assist in resolving the issue. The attendant promptly included a Portuguese speaker, and we conducted a three-way call. I was informed that my account was selected for a Financial Review ( XXXX ) and that I needed to provide some information to unlock my account. After providing all the required information, I was told that ALL MY ACCOUNTS WOULD BE CLOSED on XX/XX/2023, as my reconsideration request would likely be denied because I am an immigrant. This was an utterly shocking and disheartening moment. I have always paid my bills on time and in full, never had a returned payment, never denied access to any document for account verification, and have always been proactive in maintaining my account in perfect condition. I have never filed for bankruptcy or delayed a credit card bill, have a good credit score, and have been working stably in a federal company for years. This leads me to believe there may be an underlying prejudice against immigrants in the United States, particularly considering the following points : 1. I have always paid all my bills/statements on time ; 2. I have never partially paid a bill/statement, always paying in full ; 3. I have never delayed a payment date ; 4. I have never had a payment returned ; 5. I have never denied access to any document for account verification ; 6. I have always been proactive in maintaining my account in perfect condition ; 7. I have always subjected myself to any procedure, no matter how complicated, that American Express required to keep my account complete and up to date ; 8. I have never filed for bankruptcy or delayed a single credit card statement payment ; 9. My credit score is good, as is my history ; 10. I have been working with stability in a federal company for years. What could have led my account to be selected for Financial Review, and more importantly, why did my Financial Review result in the CLOSURE OF ALL MY ACCOUNTS? A brief internet search for similar stories suggests that it is a common practice for American Express to close consumer accounts and leave them helpless, which is extremely irresponsible. This leads me to believe that all the help for newcomers is merely a facade campaign that brings some financial benefit or media attention to American Express, while the reality is that prejudice against immigrants prevails, as it has in many other crises faced by the US. Moreover, there seems to be an intention to seize the MR Points and rewards values I am entitled to. Compounding this issue : 1. I am not fluent in XXXX, making it uncomfortable and challenging to communicate through normal channels. Most issues can not be resolved via chat and require phone calls, which is always problematic as I depend on others or feel utterly embarrassed trying to resolve these issues myself. 2. American Express does not offer email or ticket support, which would significantly facilitate communication for foreigners and immigrants. 3. My work hours coincide with banking hours, making it nearly impossible to address these issues timely. For these reasons, I am appealing to American Express to reconsider my Financial Review case and reactivate my accounts. The closure of my accounts would cause immeasurable damage, as I would need time to transition to another bank. My only other banking relationship is a simple credit card and account with XXXX, which, with all due respect to the bank, does not compare to the chat and app service offered by American Express. Additionally, I have MR Points with American Express ( which I am willing to forfeit if my account is reinstated, should American Express be concerned about these points ). I earnestly request that American Express reconsider my request. The prospect of legal action or making this issue more public is not my preference, but I am prepared to consider these avenues if necessary to ensure fair treatment and the resolution of this matter. I implore American Express to reconsider my case with the understanding and humanity you have shown in the past. Furthermore, I would like to express my profound trust in the Consumer Financial Protection Bureau ( CFPB ) and other consumer protection agencies in the United States. I firmly believe in their ability to fairly address and resolve such issues in accordance with the law. Equally, I have faith in American Express to handle this matter appropriately, reflecting both the legal standards and the high level of customer service that I have come to associate with your company. I am confident that a fair resolution can be reached that is in accordance with the law and satisfactory to both parties involved.
Company Response:
State: FL
Zip: 32824
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: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I paid for a portion ( {$800.00} ) of my family 's meal that was charged to my sister 's room at the Hilton XXXX on XX/XX/2023. However the next day an additional unauthorized charge of {$400.00} was made on XX/XX/XXXX. My flight departed XXXX on the XXXX and I did not authorize the {$400.00} charge.
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A