Date Received: 2024-01-18
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: Fraud by XXXX and American Express I have led XXXX XXXX since XXXX. This one was in XXXX in XXXX. XX/XX/XXXX. XXXX tickets and a tour guide for the XXXX in XXXX, XXXX purchased online from XXXX for USD XXXX. The local merchant for XXXX is XXXX XXXX. XX/XX/XXXX. Arrived early with my students at XXXX XXXX 's storefront location per the voucher 's instructions. The merchant directed me to take my students to the XXXX of XXXX to meet the guide, a XXXX walk. The merchant said the guide would have the tickets. We waited at the location for nearly XXXX minutes. I left my students and went to the XXXX XXXX XXXX XXXX. I was told that it was impossible for the merchant to have sold me tickets on XX/XX/XXXX as the park had a strict limit on daily visitors, and tickets had been sold out for at least XXXX months and would not be available until XXXX. He then looked at his computer and said he did not see any tickets purchased under the merchant 's name or in my name. He suggested I speak with the merchant. I called the merchant 's office. The merchant apologized and said XXXX ) the guide could not find us and had left, and XXXX ) she had forgotten to give me the tickets, but if I returned to the office, she would give them to me. Knowing there were no tickets, I dismissed my students and returned to the office. The merchant immediately began to blame me for not being at the XXXX XXXX XXXX to meet the agent. XXXX ( date unknown ) I contacted the merchant and they offered me a 10 % refund, XXXX XXXXXXXX. When I returned from XXXX I opened a dispute with the credit card company, American Express. American Express found in my favor as XXXX had apparently failed to respond. The merchant, XXXX, reopened the case, claiming that according to XXXX XXXX XXXX ) I had signed a waiver that I no longer wanted the tour, XXXX ) they gave me the tickets at the office, XXXX ) I had gone to find the tour guide, and XXXX ) the tour guide left. The merchant did not explain why I was searching for the tour guide if I did not want the tour and already had the tickets. The merchant has not produced the waiver I am alleged to have signed, even though I have asked AmEx for it twice. AmEx decided in the merchant 's favor. The reason they give is that the merchant claims I was given the tickets and was late to meet the tour guide. AmEx believes the merchant and, by default, I am a liar and attempting to take advantage of the merchant by asking for a refund. No one at AmEx will discuss this claim with me. I am not allowed to speak or otherwise communicate with anyone other than the XXXX XXXX Customer Service representative who answers, and they have no authority to resolve or escalate the dispute. I have full documentation of my correspondence with XXXX and AmEx and will provide it on request.
Company Response:
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I called to speak to an employee about flights I had booked through their website with an employee from what they stated the flight wasnt accepted because one of the charges got declined. I had made a payment. The payment was processed and complete on online. It showed the payment had been processed complete that I had an available credit and that my balance was XXXX I spoke to Employee asking them for a reason because when the payment is processed either, its all available or none of it is available. Employee stated that only percentage was available the way they handle the situation. They didnt care and they were nonchalant about everything. They pretty much told me to just wait and just, it is what it is. There was another employee on the line as well that was listening to the whole conversation. The employees name that I want to file a formal complaint about is XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92335
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/year> I received an email from American Express Gift Card. My cousin had gifted me {$300.00} via an american express gift card. Multiple attempts at this point have been made to use the gift card at XXXX ( online ), XXXX XXXX XXXX XXXX ( in below screen shot listed as XXXX ( online ) XXXX XXXX ( in person ), XXXX XXXX ( in person ) The card is declined each time and incurs a XXXX cent hold. When we call Amex they first told us XXXX is not an authorized user. Then they told us to try in person. I've since tried twice in person and when we call back they say the card is active, here is the balance and to just try again. I asked Amex alternatives and they said there is no alternative. I found a XXXX thread with 95 comments regarding this same issue and the inability to use the card. Here is the thread. Someone on that thread mentioned creating a report with you all. XXXX XXXX XXXX? XXXX Even no as I look at the card, it is " active '' I just want the ability to utilize the {$300.00} which was meant for a baby gift.
Company Response:
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for the Amex Business Checking account after learning of the following promotion. XXXXXXXX XXXX XXXXXXXX The promotion offered XXXX points after depositing a certain amount of money. When I went to set up the account, the offer had been lowered to XXXX. At no point during the application process was I informed that I was ineligible for the offer. This is the transcript of my chat with Amex >>When I signed up for the amex biz checking there was a promo for XXXX rewards. When I was setting up my account today, I noticed that the reward bonus had been decreased to XXXX >>I understand your concern to verify your Welcome Bonus details, XXXX. Can you share with me how you received and applied for this offer? >>Here is the link XXXX XXXX XXXXXXXX >>Thank you for sharing this information. How did you receive this link? >>I was thinking of applying for amex biz checking and XXXX " amex biz checking signup bonus '' and that was one of the first things that came up >> Thank you for confirming that information, XXXX. I have confirmed that the XXXX Welcome Bonus offer is valid only via email invitation. Your account would not qualify for the Welcome Bonus if you've used a link found on Amex website, XXXX, XXXX or that a Friend shared ; even if the XXXX works for during application, you would have had to be invited via email to take advantage of the XXXX Welcome Bonus offer. >> Hmm. That's a bit misleading. The link was on multiple XXXX listings which isn't exactly an obscure place to be looking. In addition I checked the link itself and it's a very generic link. It does not appear to include any special codes or values. It was also be important for amex to mention if the offer isn't applicable to the applicant during the extensive application process >>I completely understand your point of view and would be more than happy to note your feedback to the appropriate parties. We have been notified of different blog sites where individuals would share unique promotional links, however, we've confirmed that this promotion is email invitation only. To ensure our customers receive the same excellence in servicing, we can not make exceptions to meeting the qualifications including matching the bonus offers. >>I would argue any good consumer before purchasing/buying/signing-up for anything would at the minimum do a quick XXXX search to see what is out there. I find that disappointing to say the least I understand your concern, XXXX. I appreciate your insight that you have provided, as your feedback is important to us and will help American Express make the necessary enhancements.
Company Response:
State: CA
Zip: 95818
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: They have been sending statements since a few years ago, I thought I closed the account in early 2022. I have a pdf of the last statement.
Company Response:
State: FL
Zip: 33433
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have two American Express gift cards for {$100.00} each. Gifts from work. The cards DO NOT WORK ANYWHERE. Not XXXX, not XXXX XXXX XXXX, not XXXX. Nothing. I tried to order some items from XXXX : the " Valid Thru '' dates on their site end at XX/XX/XXXX, while the card I used has a date of XX/XX/XXXX. They ended up calling me because the order " bounced ''. Embarrassing. What is wrong with these cards? There are DOZENS of threads on XXXX with the same complaint. The cards do not work online, and they do not work in stores. They are useless. Ever since American Express got rid of the name & email option and ability to register the card.
Company Response:
State: MA
Zip: 01887
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Since XX/XX/XXXX, multiple of my credit cards have had fraudulent charges. One of the credit cards is from American Express. I reported the fraudulent charges to American Express on XX/XX/XXXX. However, I could not find that Amex opened any fraud claim from my end of the website or bank app. Still, I received an email stating that Amex had resolved the fraud inquiry and credited my account on the same day. On XX/XX/XXXX, I received another email from Amex stating that I provided my account number to a merchant, making me liable for all the charges. I requested the bank to provide the documents, but they did not. Instead, they reopened the dispute. On XX/XX/XXXX, Amex closed my inquiry, stating that I am liable for all the charges. I requested the bank to provide the documents, but they did not. Instead, one of the representatives told me to contact the merchants. I sent multiple emails and made phone calls to the merchants. Finally, one of the merchants provided information regarding the orders from fraudulent transactions. On XX/XX/XXXX, I was finally able to contact the investigation team, and the representative told me that all the orders from fraudulent charges were sent to an address connected to me for years. He asked me to provide documents to support myself if I wanted to reopen the case. When I wrote down the address, I found that the address is the same as the one the merchant provided to me. Then, I discovered that the address is an apartment home, and the entire building was built in XXXX, based on the apartment.com website. It is not possible for me to be connected with this address for years. I also used the name and the apartment number that the merchant provided to me to send an email to the apartment leasing office to ask for the leasing agreement. Luckily, they thought I was the resident and provided me the leasing agreement. On the leasing agreement, my name is not listed, and the fraud charges happened during the leasing agreement period. On XX/XX/XXXX, I received an email said the investigation was closed. I called Amex. Even the supervisor could not tell why I received this email. She said the investigation was still ongoing and asked me not to make any payment. Amex investigated this claim for months. I made countless phone calls to them, and the representatives and supervisors always provided different information. There was no fraud claim opened in the app or website to allow me to follow the dispute process. Besides Amex, the other two banks finished the investigation for the fraud charges months ago, and I was not liable for the charges, which were from the same merchants. I never received any documents from Amex to show why I am liable, and I asked for the documents a few times during the phone calls, but Amex refused to provide them. Instead, they asked me to contact the merchants. And most of the merchants refused to provided me information and asked me to call the bank.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/24 my American Express Serve Account was compromised and hackers were able to change my password and gain full access to my bank account. There were twenty {$40.00} unauthorized transactions made totaling {$800.00}. To date I have been in contact with AES and no resolution. It was no fault of mine but due to their negligence of not keeping my account protected per the bank agreement hackers gained access. I have bills to pay and again to date no refund & no resolution. I have been a government employee for over 30 years and a customer of AES for over 15 years. It's with total disbelief AES would allow this to occur as I am dissatisfied with their services. When this is resolved I will be closing the account as AES no longer see me as a valuable customer.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received this gift card as a gift. I have been unable to use it anywhere. I called American Express, they sent a new card and the same thing ; doesnt work.
Company Response:
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have a {$100.00} gift card purchased from target that is american express. It says the card security code is invalid even though it is clearly printed on the front and matches the reciept. I have called numerous times and noone will get back to me and their automated system hangs up on me as soon as I am transferred to speak with someone.
Company Response:
State: VA
Zip: 22601
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A