Date Received: 2023-11-27
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding my recent experience with American Express concerning the application bonus for their credit card. The pertinent details of the situation are as follows : 1. **Application and Welcome Offer : ** - On XX/XX/XXXXXXXX XXXX I applied for an American Express credit card after clicking on a promotional ad with a " special welcome offer : earn 90,000 rewards points. '' - Upon clicking the offer button, a confirmation message clearly indicated my eligibility for the XXXX XXXX - There was no indication of offer decline during the application process, and no notification was received regarding any decline. Enclosed are screenshots ( offer evidence 1-3 ) of the promotional offer and the confirmation message as evidence. 2. **Spending and Confusion : ** - The offer required spending {$4000.00} within the first three months to earn the rewards points. - Despite spending almost {$10000.00} within the stipulated period, I did not receive the promised XXXX XXXX 3. **Initial Customer Service Interaction ( XX/XX/XXXX ) : ** - On XXXX XXXX the first agent, after stating I was not eligible for the offer without clarification, transferred me to a specialist. - The specialist assured me there should be a welcome offer and instructed me to check for the points on XX/XX/XXXX. - Despite the specialist 's assurance, I did not receive the points. - I repeatedly sought clarification on why I was deemed ineligible, emphasizing that I had carefully reviewed the eligibility criteria when applying and found no violations. Unfortunately, no information was provided. 4. **Subsequent Customer Service Interactions ( XXXX ) : ** - XXXX XXXX, a different agent stated I was not eligible for the offer and created a case for further investigation. - I requested a review of the recording and emphasized the existence of screenshots and the confirmation message as evidence. - Different agents provided varying timeframes for updates, leading to daily follow-up calls. 5. **Recent Customer Service Interaction ( XX/XX/XXXX ) : *XXXX XXXX XXXX XXXX XXXX, an online agent, who was unhelpful, stated that the case is still under investigation, requiring a wait of 6-12 weeks ( screenshot attached ). - Immediately following the online chat, I called the customer service line, and the agent on the call directly read me the results of the investigation ( recording attached ). - The investigation result indicated the first agent on XX/XX/XXXX had stated I was not eligible, and the second agent created a ticket to address the offer issue. - I am concerned about the authenticity of the investigation as the team claimed the specialist only created a ticket without promising anything. In my memory, the specialist 100 % assured me of receiving the points. I would like access to the recording for verification. I am deeply frustrated by the conflicting information provided by different customer service representatives and the prolonged delay in resolving this matter. I am seeking a thorough investigation into the discrepancies between the assurances given by different representatives and the evidence supporting my eligibility for the welcome offer. Enclosed are screenshots of the promotional offer, the confirmation message, and additional evidence demonstrating my eligibility for the 90,000 rewards points.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I want AMEX to set up a new username and password for me or to provide me with my existing login credentials so that I can access my AMEX XXXX XXXX XXXX account ending in XXXX. My login credentials to my savings account are apparently no longer valid. AMEXs website states that savings customers without an AMEX card need to create new AMEX login credentials to access savings accounts. Please see the attached XXXX I currently do not have an American Express credit card, as I closed my card in XXXX of XXXX. I do not remember my login credentials for my closed credit card. When I click on create Amex User Id & password for savings on the attached webpage and provide my social security number and date of birth, the AMEX website states Existing Login Found. Our records indicate that you already have an Amex login, please log in to access your Savings account. I do not know these credentials. My AMEX savings login credentials do not work when I attempt to login. When I try to reset my user id and password, the XXXX website states We are unable to process your request. Were sorry. Our systems are temporarily unavailable. Please try again later. I called AMEX twice on XX/XX/XXXX, over this issue. One representative from the AMEX credit card department advised me that my closed AMEX credit card is not linked to any login credentials. Another representative from the savings account department advised me that she was unable to access my username. We attempted to reset my login credentials several times. I am highly disappointed in AMEX. I can not tell you how frustrating it is to be unable to access a bank statement. This is particularly so when I received an email from AMEX stating that a bank statement was available. Please see the attached XXXX of the email. I have had this AMEX XXXX XXXX XXXX Account since XXXX. I have over {$26000.00} in this account. I have spent HOURS dealing with this. If this issue is not rectified forthwith, I will take my business elsewhere.
Company Response:
State: WV
Zip: 25801
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
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: American Express charged an account that was not my account and was asked to return the fund immediately and from that point on kept claiming that they returned the funds to me instead. I have disputed the claims for over 100 days and they kept sending me the wrong amount and charging me interest on the wrong amount. A {$2500.00} returned payment became a nightmare. American Express took it upon themselves to attach an account that was not mine on the app. They attached an account that was not mine. XXXX XXXX asked Amex to refund the account they did. I made the payment from my account after all but they kept charging me interest on the inflated amount. I have taken screenshots of the right account from the online payment account. They have been investigating this matter for over 100 days and still could not solve a basic XXXX grade math problem! I have provided bank statements from the citi bank account showing Amex charge and return after XXXX days. Amex is investigating the matter after 100 days could not prove that I owe them what has been shown in their statements.
Company Response:
State: NJ
Zip: 07106
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2023, I messaged in to the American Express chat feature to close an account. I specifically mentioned multiple times that I would like to close my Business Platinum card ending in XXXX ( see screenshots attached ). When I was given the terms and conditions for closure and prompted for confirmation, I specifically mentioned the card type and card ending in XXXX. Unfortunately, the representative erroneously closed a fairly new Business Gold Card ending in XXXX, which I realized a few weeks later. I then messaged back as soon as I noticed ( on XX/XX/2023 ) to rectify this mistake. The correct card was then re-opened ( XXXX ) and the correct card was then closed ( XXXX ) which was good news. However, the XXXX card was fairly new and I had just received a signup bonus for it ( XXXX XXXX for pre-requisite minimum spend, plus points for the spend itself ). Because it was closed within 1 year and this was against the terms of the signup bonus, the points were retro-actively deducted -- resulting in a negative XXXX Membership Rewards balance ( closer to negative XXXX XXXX balance ). After XXXX week of the points not being re-instated as they were supposed to, I messaged in on XX/XX/2023. They said it would take 7 days maximum of escalation. I messaged in on XX/XX/2023 and they said it would take a maximum of 72 hours additionally. It is now XX/XX/2023 and it has still not been rectified. The points have been deducted from my account, hours of my time have been wasted, all based on an error and poor subsequent rectification on their part.
Company Response:
State: TX
Zip: 78746
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: American Express delta sky miles, refunded me a promotion check, now they are charge me as a bill
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased a American Express XXXX XXXX XXXX from XXXX on XXXX XXXX XXXX for the amount of XXXX dollars. The total amount of the purchase was XXXX. When I received me XXXX XXXX XXXX I activated it and tried to make a purchase it was declined. I then called XXXX the first sent me a new link to my card saying my zip code wasn't registered to the card. I tried again to pay my light bill it was again declined. I called XXXX again this time I'm told that I had to redeem my gift card so I was given a link and I followed the instructions I was given. Yet again I tried to use my XXXX XXXX XXXX for a purchase at XXXX and was still declined.I decided to call American Express gift card and they keep saying it's the merchant I have to call the merchants. That the card is activated and working properly on there end. Well I called XXXX because they was one of the merchants I tried to make a purchase with.I was hung up on transfered to the XXXX language line, I was transfered to the wrong department a couple times. I finally asked to speak with a supervisor. She told me she had to put in a request for the refund and she was going to do so through the escalation team. She provided me with a incident number and told me to call back in 24 to 48 hours and give them the number and they'll be able to help me. When I did call back It was like there was no request nor had it been put in for escalation. She said her supervisor said because no one at the gift card department was trying to help me nor at American Express the best thing to do is to process the refund. She then said for some reason her supervisors system wasn't allowing him to process the refund and she could only give refunds for no more then XXXX dollars. So she transfered me over to the department that could process it. Despite having a 20 min wait I stayed in the phone and waited. When someone picked up the lady was confused at why I had been transferred over to her department. She then asked for a direct transfer to the department that could help she transfered as I waited about 4 mins then the phone disconnected. I called back this time the lady said I should speak to someone in billing. She gave me the number when I called this time the lady told me that everyone I spoke to told me that XXXX would not refund money for third party gift cards despite me having bought it there. Even though this is not true this was the first time I actually heard this. So I called American Express again they said again it's the merchant the car is activated and working properly on there end. Then I was told in order to get a refund if they can in fact give a refund I'd have to wait until XXXX dollars was no longer on hold. When I asked why would there be XXXX cent holds for every time I tried to make a purchase even they did not go through for me. The CSR couldn't give me any reason why the merchants would be able to charge my card XXXX cents but I could make not one purchase.So basically I'm left with XXXX will not help me and American Express I will have to wait and see if they will or can even refund my money back.
Company Response:
State: LA
Zip: 712XX
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: In XXXX of XXXX I received an offer for a Delta American express where I could earn XXXX bonus miles after spending {$2000.00} in eligible purchases on my new card in the first 6 months. The offer also included a {$0.00} introductory fee for the first year and then {$99.00} afterwards. The offer was set to expire on XXXX. I called American Express wanting to apply for the card. While on the phone with the agent I inquired about other opportunities, and they shared with me that I was also eligible for an American Express XXXX XXXX and that if I applied for it I would be eligible for XXXX Delta Skymiles however the card did include a {$250.00} annual fee and I would need to make {$3000.00} in eligible purchases within the first 6 months. I determined that the XXXX XXXX would be the best fit for me and applied for the card- I was approved over the phone and was told I would see the Delta Skymiles in my account within 15 days as well as receive an email confirmation and the card in the mail. Upon receiving the card, I spent over $ XXXX within the first 2 months of having the card ( clearly meeting the requirement ). Additionally, on XXXX I was charged the {$250.00} annual fee which I paid in full. In XXXX of XXXX I contacted American Express inquiring about the skymiles, at this time the representative I spoke with said that it could actually take between 1 to 2 months for me to see the skymiles. I found this frustrating and conflicting from the first conversation but was willing to wait for them. After waiting another 2 months and not seeing the skymiles in my account, I again contacted American Express- this time the representative I spoke with told me I was not actually eligible for the skymiles because I had previously ( couldn't tell me when ) received a similar offer. This was never disclosed to me in the initial conversations which is deceiving and led me to apply for a card with a {$250.00} annual fee. I expressed my frustration and concern and asked why American Express would send me marketing materials for promotional offers I was not actually eligible for ; the agent could not address my concern. At the time I decided to end the conversation due to my extreme frustration and decided to call back at a later date. On XXXX I contacted American Express and requested to speak with a manager. I explained the situation in detail and the representative I spoke with this time confirmed understanding my frustration but reiterated my ineligibility to receive the bonus miles that were promoted to me. At this time, I requested to have the {$250.00} annual fee refunded to me considering the situation and the agent said the fee was not refundable after 30 days. 30 days would have been in XXXX and at that time I was being told the skymiles would be in my account within 1-2 month, so I didn't see any reason for concern or a reason to request a refund. To summarize the situation and the wrongdoing : I find the effort to mail me an offer I am not eligible for to be deceitful and misleading, it is wrong for agents to inform the consumer they will be getting something ( in this case Skymiles ) when in fact the consumer isn't eligible. American Express should not have accepted my annual fee of {$250.00} for a card with benefits I could not receive, or they should have immediately refunded it upon my request due to the scenario. Lastly, I would like to note that I have been a loyal American Express customer since XXXX and have typically enjoyed the cards in which I have used. I have also referred others to American Express and various cards in the past. As of the XXXX conversation with American Express I requested this card to be closed.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received a {$100.00} Amex gift card. I have used it 3 times for the amounts of : {$39.00} on XX/XX/2023 {$15.00} on XX/XX/2023 {$26.00} on XX/XX/2023 This leaves {$18.00} on the card that I have been unable to use. Amex says the card is on hold, but when I call their number there is no recourse to activate it again.
Company Response:
State: NY
Zip: 11101
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased a {$200.00} gift card from XXXX on XX/XX/2023. I have not been able to use it at my landlord ( XXXX XXXX, XX/XX/2023 ), at XXXX ( XX/XX/2023 ) or at XXXX ( XX/XX/2023 ). The only transaction I have ever seen posted was a {$0.00} pending transaction on XX/XX/2023, which was reversed XX/XX/2023. I have contacted ( XXXX ) XXXX ; the representative " XXXX '' simply confirm my card is valid, and also confirmed that the XXXX XXXX and XXXX transactions have been declined for security reasons. " XXXX '' then asked me use the card elsewhere, but failed to tell me where the card would be accepted. " XXXX '' also asked me to call ( XXXX ) XXXX for customer service ; upon calling that XXXX number, there is only an automated message asking me to be sure to enter my card number, expiration date, and security code -- all of which I had done in the declined transactions. There is no option to speak to a live agent at the XXXX number.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Yesterday, XX/XX/25, I was notified that my last standing AMEX account was closed effective immediately. They immediately forfeited my XXXX membership rewards points. I hopped on live chat immediately and began inquiring into this matter. They refused to reinstate my account or my points and told me to pound sand essentially robbing me of {$1200.00}. I transferred these points, after thorough confirmation from live chat previously, numerous times, from my XXXX card which I cancelled on XX/XX/XXXX. I funded the account that day with these rewards points. They are refusing to reinstate and will not give me my points. I want my points. Thats it.
Company Response:
State: CA
Zip: 95833
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A