Date Received: 2022-05-18
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In XX/XX/XXXX, American Express extended an offer to switch to a card with {$95.00} annual fee and as inducement they offered {$150.00} when I spend {$1000.00}. As further inducement to spend more they offered 0 % APR for 12 months. I made the switch, spent required amount and on XX/XX/XXXX received the {$150.00} bonus. In XX/XX/XXXX, without notice and explanation, American Express lowered my credit limit from {$16000.00} to {$7100.00}, depriving me of the possibility enjoying roughly 5 months of no interest on {$8900.00} in spending, which at their current APR of 12.99 % is worth about {$480.00}. I called and asked them to reinstate my credit limit and when they said that they can not, I acted in accordance with their good faith belief that I can not pay and switched back to a card with no annual fee. Now, they are claiming that I engaged in " abuse, misuse or gaming '' and on XX/XX/XXXX, charged back the {$150.00} bonus. See the specific terms of the offer that PLAINLY REQUIRE that I engaged in one of the above to claw back the bonus. If American Express believes that I can pay extra fees then they acted in bad faith in lowering my credit limit. Alternatively, if they acted in good faith, then they can not consider my actions, which are consistent with their actions " abuse, misuse or gaming ''.
Company Response:
State: CA
Zip: 95973
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
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 disagree with your recent received letters in which American Express ( AMEX ) states AMEX has fully investigated my claims. I was never given the ability to explain what occurred after repeatedly attempting to communicate with you via telephone. Each time I called AMEX turned a deaf ear to me. This is what occurred from XX/XX/XXXX to XX/XX/XXXX. XX/XX/XXXX - I received a call from XXXX to my cell phone, this phone number is the main XXXX number to XXXX XXXX XXXX XXXX ( XXXX ), my bank. The individual identified themself as XXXX XXXX from the fraud department at XXXX. I later came to the realization on XX/XX/XXXX, that XXXX XXXX was a fictitious name, XXXX 's number was spoofed, and the individuals ' intentions were to commit fraud. XXXX XXXX informed me my bank account at XXXX was under attack by XXXX and XXXX hackers and that I needed to take immediate action to protect my money. He informed me that another individual from XXXX inscription ( fake term ) was going to call me to walk me through the process. I then received another call from XXXX XXXX who instructed me to secure my money by purchasing XXXX and XXXX XXXX gift cards. Throughout the next 5 days, ending on XX/XX/XXXX, I was kept occupied by XXXX XXXX XXXX hours each day driving to various locations around XXXX XXXX purchasing {$500.00} gift cards. The following transactions occurred : XX/XX/XXXX - {$7000.00} in total gift cards purchased- {$1000.00} - AMEX green card- {$4500.00} - XXXX Visa debit card - {$1500.00} - Another credit card which classified this as fraud and has since removed it. XX/XX/XXXX - {$20000.00} in total gift cards purchased - {$5000.00} - AMEX XXXX card - {$5500.00} - AMEX XXXX card - {$1000.00} - XXXX Visa debit card - {$9000.00} - XXXX XXXX AMEX XX/XX/XXXX - {$23000.00} in total gift cards purchased - {$16000.00} - AMEX XXXX card - {$6500.00} - AMEX XXXX XXXX XX/XX/XXXX - {$10000.00} in total gift cards purchased. - {$10000.00} - AMEX green card XX/XX/XXXX - {$10000.00} in total gift cards purchased. - {$10000.00} - AMEX green card During this entire time XXXX XXXX utilized high pressure tactics to ensure I stayed on the phone and under duress. He would ask me to leave the phone call up, during the transactions while I went into stores to actively purchase the cards. XXXX XXXX monitored and controlled me throughout the entire day. When the banks and credit cards texted me, he told me that to state these were authorized transactions and that he was working with all parties. As soon as the cards were purchased, he insisted I give him the cards in that very instance, then directed me to another store. He told me to never discuss any of this with my family or friends. I was called first thing in the morning and would not get home until late in the evening, forgetting to take medication, eat lunch or even use the rest room. My AMEX green card ending in XXXX had a {$23.00} balance on it prior to XX/XX/XXXX, by XX/XX/XXXX, its balance was {$33000.00}. My AMEX XXXX card ending in XXXX had approximately {$650.00} balance, before the incident and now has a balance over {$22000.00}. My AMEX XXXX had a credit limit which was exceeded by {$1800.00}. My card activity over the last 30 years has never included charging thousands of dollars in a matter of days. AMEX during this incident only reached out to me via a text message only on XX/XX/XXXX, asking if the these were legitimate charges. While under direct supervision of the fraudulent individuals I was told to indicate they were not as they were working with AMEX directly. There are multiple documents which all discuss elderly financial abuse in which banks and credit cards are supposed to follow : XXXX XXXX XXXX XXXX XXXX CFPB Recommendations and Report for Fianacial Institutions on Preventing and Responding to XXXX XXXX XXXX. Which states the following : - ( Recommendations ) .2 The Bureau noted that banks and credit unions are uniquely positioned to detect that an older account holder has been targeted or victimized, and to take action '' and item three - Detecting elderly financial exploitation by harnessing technology - Protecting older account holders by complying with the Electronic Fund Transfer Act ( EFTA ) and Regulation E and by offering age-friendly services that can enhance protections against financial exploitation ; XXXX Memorandum on Financial Institution and Law Enforcement Efforts to Combat Elder Financial Exploitation. Which states the following : Role of XXXX XXXX XXXX institutions can play a key role in detecting, responding to, and preventing XXXX.1 XXXX institutions are often well-positioned to detect when older account holders have been targeted or victimized. In recognition of this, in XXXX, the XXXX XXXX XXXX XXXX ( XXXX ) issued an Advisory to Financial Institutions on Filing Suspicious Activity Reports Regarding Elder Financial Exploitation ( Advisory ) .2 The Advisory provided potential red flag indicators and instructions on how to report XXXX activity through Suspicious Activity Reports ( SARs ). Once such threats have been detected, financial institutions should report to law enforcement and the state or local XXXX XXXX XXXX agency ( APS ) .3 Timely reporting of suspicious XXXX activity, regardless of whether reporting is mandatory or voluntary under state or federal law, is critical in engaging entities that may have complementary information on the victim or the perpetrator from other sources and may be well positioned to collaborate on investigations. XXXX XX/XX/XXXX - XXXX XXXX XXXX Why it is a concern, what regulators are doing about it, and looking ahead. Which states the following : Once such threats have been detected, financial institutions should report to law enforcement and the state or local XXXX XXXX XXXX agency ( XXXX ) .3 Timely reporting of suspicious EFE activity, regardless of whether reporting is mandatory or voluntary under state or federal law, is critical in engaging entities that may have complementary information on the victim or the perpetrator from other sources and may be well positioned to collaborate on investigations. Why would AMEX, knowing that elderly are targeted for gift cards, allow {$23000.00} worth of gift cards be purchased in a single day and {$54000.00} worth of gift cards be purchased over five days. Where is AMEX fiduciary responsibility to me and all senior citizens?
Company Response:
State: MO
Zip: 63021
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received an offer in the mail from American Express Co. ( AEX ) for XXXX XXXX XXXX ) Credit Card in XX/XX/2022. The letter included a code to be used to apply for the card online or by mail, and outlined the XXXX benefits in exchange for an annual maintenance fee of {$250.00}. I applied for the card online as I liked the benefits, primarily a credit of XXXX travel miles after spending {$3000.00} as charges to the card in the first 90 days. After receipt of the card with related information around XX/XX/XXXX, I called AEX to get explanation of certain benefits including the mileage. After getting satisfactory answers, I immediately started using the card, and charging over {$3000.00} within 90 days. At the end of the period, I called AEX to find out the status of my credit for my miles. At that time, they told me I had another AEX XXXX card, so I was not eligible for the credit. I told them that I was not aware of that, nor was ever informed about the clause. They assured me that they will investigate into the matter, and asked me to contact them after 2 weeks. After 2 weeks, they told me it was still under investigation, and asked me to call them after another week. Finally on XX/XX/XXXX, they told me they will not give the credit. I was never informed about AEX policies to start with, and I made it clear also when I first contacted them. When I got my first AEX XXXX XXXX, they gave me XXXX miles, to be fare they could reduce the offer to XXXX miles, but they won't buy that either. Request for justice in my case. Thanks.
Company Response:
State: VA
Zip: 22031
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have been trying to resolve an American Express problem since XX/XX/2022. I have been denied a months worth of points that should have been transferred to my XXXX XXXX account. Numerous phone call have been made to American Express. Many case ID numbers have been given to me. Once a supervisor even promised to call me on XX/XX/XXXX and I stayed home all day so as not to miss his call with his praise of resolution. He never called. Today, XX/XX/XXXX I called again and was told now that resolution would not happen until XX/XX/XXXX. I have lost all faith in American Express because of these tactics. I have no way of knowing or finding out if they are telling me the truth. I am very upset that a supervisor promises to call and never does. How disgusting! American Express sent just XXXX points for one statement in which I earned many more points. They are blaming this on an internal transfer problem. Who am I to believe? This is poor customer service!!!!
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I would like to file a complaint about a promotion from American Express ( AMEX ). In later XXXX and early XXXX, AMEX is running a promotion on their XXXX card that if you spend XXXX dollars or more on your XXXX card, you will receive a XXXX night certificate. The promotion is going on from XX/XX/XXXX to the end of XX/XX/XXXX. XXXX XXXXXX/XX/XXXX, two days before the end of the promotion, I called in to check whether I had fulfilled the amount, I was notified to have spent around XXXX dollars which is XXXX dollars more than required. And I will need to wait like 8 weeks to receive the free night certificate. On XX/XX/XXXX, I called AMEX for some other matter. And inquired about this promotion. That is the moment I find out that I did not fulfill the spending requirement. And they need time to investigate what happened. Until the third representative, they find out I enrolled the XX/XX/XXXX. So the eligible amount only counted the spending after that date. This is the first time I receive this message after so many representatives. She offered me XXXX XXXX points to compensate. But XXXX hilton points are not comparable to the value of free night certificate by a big margin. She then gave me the address of the AMEX executive team for a further escalation. I physically mailed my arguments to the AMEX executive team TWICE. But the problem remains unsolved today. AMEX executive team once reach out to me, but I was not been able to take the call. And then I never hear from them since. Thus, I decided to file the complain to CFPB. I was very disappointed with this experience. Here are my arguments : 1. Did I spend XXXX dollars more on the promotional period from XXXX to XXXX. Yes XXXX dollars. XXXX. Did I spend XXXX dollars more from the beginning of the year to the end of XXXX. Yes, I spend XXXX dollars. XXXX. Did I called before the end of promotion to make sure I spend enough money? Yes, I called and get the answer of around XXXX dollars. XXXX. Did Amex not responsible for full advertising the terms? I think Amex is responsible. By talking to the representative, I had made sure if I specifically ask for the spending of the promotional free night. The system will generate the money. If the Amex is not responsible, why the first representative tells me the amount of XXXX dollars? If Amex is not responsible, why was the representative on the day of XX/XX/XXXX, did not aware there is something wrong with the enrollment date? I further go back to check the posters AmEx has sent to me. There are two posters. The first one did not emphasize the enrollment day. This is why I have the impression that I only need to spend XXXX from the start of the promotion. Yes, there are some small terms at the bottom of the email saying that I should enroll and count the money. But for such important information, Amex fails to address like what you did in the second poster, I can not say Amex can be excused. 5. Most importantly, if I have the correct information that I only spend XXXX, can I spend the full amount even in a very small period from XX/XX/XXXX to XX/XX/XXXX. The answer is yes. The reason I called on XX/XX/XXXX, is to check how much I need to spend on the free night certificate. My apartment support advances rent payments, and I can also pay some of my friends rent if the processing fee is out of my own pocket. So it would be easy for me to make it up to XXXX, given I already spent XXXX dollars in only the month of XXXX. XXXX. Did I try to reach a settlement internally. Yes. I even physically mailed my complaint to the AMEX executive team in new york not only once but twice. I also attached the two mails I physically mailed to AMEX executive team here. The team called me once after they receive the first mail.
Company Response:
State: IN
Zip: 46202
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I got an email from XXXX, the only big bank I have an account with, on XX/XX/XXXX that there was a new inquiry on my credit. It was from Amex, who I called and they said they had no record of someone trying to open a line of credit under my name with them. Then on XX/XX/XXXX I woke up to 2 new emails about separate credit inquiries, one from XXXX and the other from XXXX XXXX. Both said they received applications, but they got flagged as fraud so did not go through. I then called XXXX to freeze my account and add a fraud alert to prevent further attempts. They said they were removing the three inquiries and that the next step is reporting the fraud to my local PD or through the FTC website, so thats what Im doing here.
Company Response:
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2022 I booked a one-night stay at a hotel at American Express Travel website . I paid with my American Express points. The total cost was {$150.00}, and it cost me XXXX points. Then in my XXXX statement of the American Express card XXXX it showed a debit of {$150.00} and then {$150.00} for credit. On XX/XX/2022, I canceled this reservation. I used online chat to contact American Express, asking to get back my XXXX points. The representative told me that I will get those XXXX points but my card will also be later debited the corresponding dollar amount of {$150.00}. It was not completely solved after more than 30 minutes online message chat. The representative told me that I should pay attention to my card transaction and contact them again if I see a debit of {$150.00}. I also contacted American Express 's twitter account @ XXXX. They confirmed that American Express will debit the credit account with the dollar amount. I am complaining because : I was charged {$150.00} and credited {$150.00} when making the reservation and will be charged again for {$150.00} after canceling the trip. I didn't get any service but my card is to be charged for {$150.00}. Af for my points, I used XXXX when making the reservation and will get those XXXX, ( keep even ), after canceling the reservation. What has surprised me the most is that it seems that American Express has been operating this regarding canceling reservations previously paid via points for some time. I don't know how many customers, when they request to get their points back after canceling the reservations, have been debited for nothing.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: A dog training company scammed us out of {$4000.00} and American Express investigations team can't comprehend what's going on and keep declining our disputes. American Express wants me to contact the merchant and try to work with them after sending the dispute team proof that the merchant is claiming they don't have my money, cussing me out, and threatening to file a restraining order against me. American Express has failed to understand the problem and continue to allow the merchant to retain my money while harassing me.
Company Response:
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: amex credit card- last reported on XX/XX/XXXX {$2100.00} first opened XX/XX/XXXX this account i never opened and i called up the credit burrow and reported it as fraud, the account has been closed and charged off but yet still remains on the credit burrows reports and i would like to have it removed. XXXX XXXX XXXX last reported on XX/XX/XXXX {$2000.00} XX/XX/XXXX this account i never opened and i called up the credit burrow and reported it as fraud, the account has been closed and charged off but yet still remains on the credit burrows reports and i would like to have it removed. XXXX XXXX - opened XX/XX/XXXX $ XXXX reported it to the credit burrows as fraud XXXX XXXX - last reported on apr XXXX {$450.00} opened XX/XX/XXXX i opened the card but the card was stolen didnt notice the transactions and charges until i saw on my credit report. i reported the fraud transactions to both the credit burrows and the credit card company as fraud. XXXX XXXX XXXX XXXX, XXXX {$7100.00} XX/XX/XXXX opened this account i never opened and i called up the credit burrow and reported it as fraud, the account has been closed and charged off but yet still remains on the credit burrows reports and i would like to have it removed. XXXX XXXX {$7100.00} XX/XX/XXXX opened XX/XX/XXXX this account i never opened and i called up the credit burrow and reported it as fraud, the account has been closed and charged off but yet still remains on the credit burrows reports and i would like to have it removed. XXXX XXXX " XXXX XXXX XXXX last reported XX/XX/XXXX {$550.00} opened XX/XX/XXXX this account i never opened and i called up the credit burrow, and XXXX and asked them to take it off and told and reported it as fraud, the account has been closed and charged off but yet still remains on the credit burrows reports and i would like to have it removed. XXXX XXXX " XXXX XXXX XXXX last reported XX/XX/XXXX {$410.00} opened XX/XX/XXXX i opened the card but the card was stolen didn't notice the transactions and charges until i saw on my credit report. i reported the fraud transactions to both the credit burrows and the credit card company as fraud.
Company Response:
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2022 I attempted to open an online account with XXXX XXXX, as they advertised a 0.6 % interest rate. I received a " Thank You for Applying We need more time to process your application. We will reach out to you within XXXX - XXXX business days with further information. '' message. I have not heard back from American Express, so I phoned them at XXXX and spoke with XXXX on XX/XX/XXXX. I asked her to find out the reason for the delay, as I had an American Express bank account previously without any delay, and also had an American Express credit card. She hung up on me.
Company Response:
State: PA
Zip: 19020
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A