Date Received: 2023-11-21
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 am writing to file a formal complaint against American Express and XXXX XXXX for their inadequate response and handling of a fraudulent charge on my credit card. This complaint pertains to an unauthorized transaction of {$1600.00} on my account, which occurred as a result of a security breach on XX/XX/2023. Details of the Complaint : Unauthorized Transaction : On XX/XX/, my XXXX account was compromised, leading to an unauthorized purchase using entirely false billing information ( XXXX XXXX XXXX, XXXX, NY XXXX XXXX ), which has never been associated with my account. Immediately after the charge the account name and email was changed and I no longer had access to my account. Immediate Action Taken : I reported the incident to XXXX at XXXX XXXX on the same day, expecting prompt action. Despite my efforts, XXXX acknowledged the fraudulent nature of the transaction only on XX/XX/XXXX and advised me to resolve the issue with American Express. Response from American Express : Despite providing American Express with evidence of the fraudulent transaction and the discrepancy in billing information, the charge was rebilled to my account. The billing address used for the fraudulent transaction was completely unrelated to any address historically associated with my account, raising serious concerns about the effectiveness of American Expresss fraud detection and prevention mechanisms. Current Status : Both XXXX and American Express have failed to provide a satisfactory resolution, leaving me with an unjust charge and a serious breach of my personal and financial security. Requested Action : I am seeking the CFPBs assistance in investigating this matter and ensuring that : American Express reverses the fraudulent charge of {$1600.00} and improves their fraud detection systems. XXXX is held accountable for their delayed and inadequate response to the security breach and fraudulent transaction on their platform. Both entities improve their customer service response to fraud and unauthorized transactions. This situation represents a significant failure in consumer protection and fraud management, and I trust that the CFPB will take appropriate action to address these concerns. Personal Impact : This incident has caused significant distress and inconvenience, challenging my trust in both American Expresss and XXXX ability to protect consumer interests and financial security. Thank you for your attention to this serious matter. I look forward to a prompt and just resolution. Sincerely, XXXX XXXX
Company Response:
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
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: Amex is stating that the amount is correct because of taxes. I already explained to them that the company charged my card for more tickets and I only used 5 tickets and they charged for me 13 tickets. I already informed the merchant and they said they cant refund me. I have already filed a police report due the fraud.
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The same issue happened last year when I started my payment plan in XXXX. I had to file a dispute due to the fact Amex didnt set me up correctly as authorized and I was flagged on the credit bureau XXXX However this year in XXXX it was much worse. I have started making a log of calls American Express. On XX/XX/XXXX I called into XXXX -- XXXX. I spoke with XXXX. We were on the phone for approx XXXX min. I called because I don't understand what is going on with my account and feel I have been treated unfairly as a consumer as a long time customer with American Express. I called in because it came through my credit reporting that my American Express was charged off with a balance. Today when I called in I wanted to file a dispute directly through AMEX as I will be filing dispute against AMEX with all the credit reporting agencies as well as the Consumer Financial Protection Bureau ; as this issue has happened to me for the second time and I fear it will continue to happen again to innocent people as myself. I completed my payment plan on XX/XX/XXXX for {$140.00}. When that plan was authorized over a year ago the same thing happened and someone at AMEX company failed to set it up properly. I authorized it on a recorded call however it was Not set up d and I was reported for 3 months late in XXXX to the credit bureau. However, someone there at American Express knew they made an error and finally fixed it last year. This year on XX/XX/XXXX I was to go onto a XXXX payment plan. I authorized the payment plan on a recorded call and it was supposed to be drafted monthly. However NO I was not aware of this ; but the payment plan was not set up again on AMEX end and I had a lot going on and did not realize it. I lost my job and had a terrible car accident where my car was totaled. I did receive some voicemails but there was no Persons name or No company 's name was left or no call back number left until XXXX XXXX. I then received a message and was told that I was being turned over to collections. I had a name and number I Immediately called back that day and I pleaded to hear the recorded call from XX/XX/XXXX and was told they didn't have it and I was going to just have to deal with it. The lad then finally gave me another number where I called and asked for help was put on hold for XXXX mins. No one came back I was just hung up on. I received an email wanting me to set up a payment plan online and I MYSELF went online and though I had set it up personally. I put my account and routing number into the computer online. I thought it was set up. That was around the first of XX/XX/XXXX. I kept getting emails wanting payment so I called in on XXXX XXXX to see if I was set up and was told NO. I was transferred to a supervisor. I was upset he made me CRY uncontrollably and transferred me back to the gentelman I was talking to at first and he set me up and I beleive and hope it's fianlly set up. It's unbeleiveable. This has been a nightmare for me and has affected my credit score to the point now that my car is totaled I'm unable to purchase a vehicle and issues finding a job. This is not acceptable. I've always paid you. I am now set up on a payment plan does this mean I'm going to show up as charged off with a debt and still pay you off? I need this issue corrected Please ASAP. Please see the attachments below. I wanted to file a formal dispute here. I have been harrassed and Amex is not honest. I worry not only for myself but for other innocent consumers. I should not have ever been sent to collections. I'm asking for help. Please advise.
Company Response:
State: LA
Zip: 71303
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
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: Had a company raise the monthly fee without notice. No letter, no email, no phone call. I cancelled immediatly and they refused to give me the prorated. The space was supposed to be climate controlled yet no matter how much I brought it up, it was consitently over XXXX degrees with XXXX humidty. Opened up a dispute after they were making it difficult to get it fixed. XXXX, after months of being closed magically reopened with documention from the merchant that were out right lies. Claiming they were late fees without proof of such. Claiming they tried to contact me which they never did. I sent them proof of the payment should be. A chat log saying I should receive a refund in 48 hours.It should be a cut and dry case. Yet american express is a scam, and they exist only to waste your time and not protect the user.
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: in accordance with the Fair Credit Reporting Act, American Express has violated my rights under 15 USC 1681 section 6 o 2 states I have the right to privacy ( 15 USC 1681 ( section 6 0 4 a section 2 ( it also states a consumer reporting agency can not furnish an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response:
State: WA
Zip: 98037
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Ref # XXXX On XX/XX/XXXX I applied for an extension of credit with American Express on their consumer credit application online. There was no option to opt out of the credit check considering it can not lawfully be considered in pursuant to the Equal Credit Opportunity Act, the Privacy Act of 1974 and the Fair Credit Reporting Act. There would be no Permissible Purpose to run a credit check understanding that it is discrimination under the law. I was immediately denied based on FICO score in which I never intended to give permission for person or entity to share my private information. I called to put them on notice but was met with resistance and deflection. I send this notice via Registered Email on XXXX XXXX XXXX to XXXX XXXX XXXX Chief Financial Officer to XXXX and XXXX XXXX XXXX XXXX XXXX, Underwriting Credit Risk to XXXX -- -- Quote -- -- ATTEN : NOTICE OF UNLAWFUL DENIAL OF CREDIT NOTICE TO PRINCIPAL IS NOTICE TO AGENT - NOTICE TO AGENT IS NOTICE TO PRINCIPAL This is not a letter but a legal Notice. You are now put on notice that American Express and agents have unlawfully denied XXXX XXXX an extension of his own credit. You are in violation of 15 USC 1611 - Faults and misleading denial of own credit on a consumer credit transaction. Restraint of Trade is prohibited pursuant to 15 U.S. Code 1 and you will be liable and be subject to a penalty up to {>= $1,000,000}. Your letter states that denial was determined by XXXX XXXX FICO score in which your application did not extend the opportunity to opt out pursuant to 12 CFR 1016.7. The Fair Credit Opportunity Act and Equal Credit Opportunity Act prohibits discrimination based on credit history which does not accurately reflect the applicant 's creditworthiness. Notice, it is a fact that XXXX XXXX is the holder in due course on the consumer credit application and must be returned for value. In accordance with 12 U.S. Code 412, XXXX XXXX granted and authorized a consumer credit application to American Express that was accepted in exchange for a finance charge on a purchase money loan pursuant to definitions in 16 CFR 433.1. That application was not returned for the value requested. Notice, it is a fact, that Banks and Financial Institutions such as American Express DO NOT loan or extend credit of their own assets pursuant to 12 USC 1431 and thus are not creditors but debtors. Banks and Financial Institutions borrow and give security therefore and to pay interest thereon, to issue debentures, bonds, or other obligations upon such terms and conditions as the Director may approve. It is a fact that American Express is required to follow the Generally Accepted Accounting Principles ( GAAP ). XXXX XXXX will conditionally accept the offer upon receipt that American Express is extending credit from American Expresss own assets, proof of claim that you can lawfully deny extension of credit on a consumer credit transaction, and a listing of all the factors you considered in this consumer transaction. Respond to XXXX XXXX within seven ( 7 ) days from the receipt of this notice. Failure to comply will result in damages equaling but not limited to the value of the application plus for each violation of Constitutional and consumer rights. Also, failure to respond will be accepted as DEFAULT and a complaint will be filed with the FDIC and SEC for securities fraud in accordance with the Securities Exchange Act in violation of 18 U.S. Code 1348 and 15 U.S. Code 1 - Trusts, etc., in restraint of trade. If you do not comply with this request it will be accepted that you will perform in accordance to the application and send the credit card to XXXX XXXX forth with. Notice it is further understood that XXXX XXXX has Reserved All his Rights in accordance with UCC 1-308. Regardless of the reason for denial I have the right to credit and withholding my access to my securities is security fraud. You are violating the Equal Credit Opportunity Act and Consumer Credit Protection Act. If American Express chooses to stay in dishonor by denying credit, XXXX XXXX demands you to retract the application and send receipt of that retraction to the address herein and a claim will be filed in a court of competent jurisdiction. I have yet to receive a response.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have been attempting to use my funds on an Amex Gift Virtual Card since XX/XX/. The first time I used the card was on XXXX, and the transaction did go through, but shortly afterwards I received a notice on XXXX that due to security measures I could no longer use the card on the app. Since then, I have tried to make purchases with the card on XXXX, XXXX, XXXX, XXXX XXXX, XXXX, and numerous online retailers. Each time I try to use the card, the transaction either immediately doesn't go through, or I receive notice that the funds could not be accessed and the card was declined. I've spent numerous hours on the phone with Amex 's card service representatives to try and get the issue resolved. I've asked if they could send me a physical card, if they could provide me a list of businesses the card does not work for ( or a list that card does work for ), if they could give me a name or Zipcode that I can utilize for purchases with the pre-paid e-giftcard The representatives have stated that they can not help any further and that I just have to " keep trying the card at different businesses until it works. '' The card does not work because there isn't sufficient information to surpass security measures utilized by physical and online retailers. I've asked Amex for my money back, but they have declined.
Company Response:
State: OR
Zip: 97225
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I called American Express to have a fee of {$29.00} removed from my credit card account, As this is the first returned fee never have I ever had a problem from the date the card opened. American Express states that money was not available in my bank account the time they wanted to draft a {$100.00} dollar payment so a returned fee of {$29.00} was applied. I found that this was inaccurate I had more than enough money for them to draft now they have a freeze on my card and my payment of {$100.00} has already went through. American Express is showing unfair practices towards me the consumer. I want the fee of {$29.00} waived. The payment was made on XX/XX/ and they show the above returned payment was XX/XX/ how can that be. The payment already credited my bank account same day of XX/XX/.
Company Response:
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I am unable to use my Amex card at any online retailer. The payment does not go through.
Company Response:
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Under the FCRA I'm entitled to a description of the nature and the purpose of these inquiries. Please provide me with the necessary information regarding inquiries within 30 days as stipulated by the FCRA. If you can not provide a legitimate reason for these inquiries, I request that they be removed from my credit report immediately. Failure to comply with this request will result in my pursuit of legal action to protect my rights under FCRA.
Company Response:
State: FL
Zip: 33313
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A