Date Received: 2022-01-18
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: My card was stolen on XXXX XXXX weekend, from my vehicle. Approx. XX/XX/XXXX. I did not realize my card was missing until I logged onto the American Express Serve card app. There were 14 charges, 11 at 5 different gas stations. XX/XX/XXXX, I immediately called American Express Serve to notify them. They filed a dispute. I followed up with a police report & submitted my supporting paperwork. I called customer service to inform them I needed my full card number so the police could execute a warrant for the businesses that my card was used at, I was told they have no access to my full card number. I was told I would be contacted within 10 business day with a decision. Today, I was sent an email saying they were denying my dispute. I only get my payroll check direct deposited on this card. I then take my money off the card. I do not use this card to make frequent purchases. American Express Serve allowed a their yo use my card multiple times at gas stations and other locations. The 11 gas station charges were suspicious and should not have even been allowed to be charged. I am very unhappy with this prepaid company.
Company Response:
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
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: On XX/XX/2021 I placed an order with my American Express card at XXXX in the amount of {$290.00}. After waiting for two weeks and not receiving my order, I reached out to the merchant and informed them that I hadn't received my order. They checked the tracking number and told me that the order had already been delivered. After conducting an investigation they concluded that the order had been delivered and they could no longer help me. I then reached out to my credit card issuer American Express and they told me they would conduct an investigation on my behalf. After reviewing the tracking number, they concluded that the merchant and delivered the order and rebilled me. I contacted American Express and they asked me to provide documentation that the order hadn't been delivered. I asked them what type of documentation I could provide for a lack of delivery and they couldn't tell me.
Company Response:
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I used my points to book a trip. I canceled the trip and was told I would be able to get a credit for the same amount to use with the same airline. I called to book a trip using this credit on XX/XX/XXXX and pulled up the trips I wanted to book online. The pricing was in the {$300.00} price range online and the price the agent was telling me over the phone was over {$700.00} dollars for the same flight date and times. Out of frustration and feeling misled I wanted to speak with a manager. None were available and they said they put us on a list to be called back in 72 hours. I never receive that call. ( I have a screenshot of the online prices. ) On XX/XX/XXXX I called back and to my surprise, I was able to book a trip where the costs quoted over the phone matched their online pricing. The trip that I was booking was only for a portion of the amount of the credit and the customer support repXXXX told me I was going to be able to use the remaining amount of my credit for another flight. I asked to book that other flight there on the phone but I was informed that I needed to wait 24 hours for the new ticket to process and the remaining credit to register. On XX/XX/XXXX I called to use the remaining part of my credit. I was told that the remaining credit was forfeited and that was the company policy. I asked to speak with a manager but none were available. They informed me that they were going to put me on a list to receive a call back in 72 hours again and I informed them that I was going to file a complaint with the CFPB. Per my last two conversations with the American Express representatives, I was provided conflicting information, 1st I was told I could book a flight and use the remaining credit for another flight, and on the second call, I was told since I booked a new flight for a lesser amount than the original credit the remaining portion was forfeited. Overall, per the result of the last call, I have lost over {$300.00} which I could have reasonably avoided if I was informed correctly.
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My XXXX XXXX XXXX report shows that an American Express credit card was opened on XX/XX/2021 under my name. But I did not open an account. The report shows that I am an authorized user. It only shows a part of the account number which is XXXX. I do not have an AMEX credit card so this is not correct. I am afraid that someone has used my information to open a credit card account.
Company Response:
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: American Express ( AMEX ) has an online website that I use for payments. I made an online payment for the full statement amount on XX/XX/22. When I completed the payment online I saw that an icon showed auto payment was setup. I then deleted the online payment that I had just made all in the same browser session. The system gave me a message that the online payment had been cancelled. I found out two days later that the system did not cancel the second duplicate payment. I contacted AMEX and they said they could not cancel pending items but they notated my account so that I could call back in and have this rectified. I then called XXXX and asked if there was anything I could do proactively rather than waiting until after the damage was done. XXXX said that I could put a Stop Payment on the duplicate payment that was not yet tendered to XXXX and the end result would be that the Pending payment would be paid but not the subsequent duplicate payment. XXXX actually ended up putting a Stop Payment on the Pending item and the one duplicate that was later tendered. I then called AMEX and asked what should be done. AMEX told me to make the payment again on the phone and I did so but in a slightly different amount to avoid any Stop Payment order by XXXX. The third payment on the phone processed as expected. A few days later I saw that AMEX charged my account an interest fee of {$200.00}. I called AMEX to have this fee reversed since this was all a result of AMEX 's system not cancelling my online payment that was a duplicate. AMEX told me that there were no notes documented on my account as I had been told. Further they would not reverse the fee.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/2021 I had a charge of {$69.00} posted from Connecticut and I reported over 3x times and told them I didnt go nowhere and have proof that I resides in XXXX Florida and have been before the incident but nothing. Afterwards I went to XXXX on XXXX XXXX to visit my brother and his wife and children came back on the XXXX of XXXX at XXXX and saw a change of {$30.00} posted on the XXXX, before asking an agent to put a dispute towards that charge I confirmed that my brother and his wife did put that charge on my card and they told me No. But despite all Ive said and confirmed for Bleubird fraud department they managed to closed my prepaid account with them without any notice.
Company Response:
State: FL
Zip: 33168
Submitted Via: Web
Date Sent: 2022-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: 1- On XXXX XXXX I sent a payment from my checking account to pay my XXXX bill for {$1000.00}. 2- I made the mistake of sending this payment to the wrong account. XXXX Use to have AMERICAN EXPRESS few years back but now they use XXXXXXXX XXXX. 3- I made the mistake of using this old AMERICAN EXPRESS account to sent the {$1000.00} payment. That account number is XXXX XXXX XXXX and conformation # XXXX This number is the confirmation number from my checking account on XXXX XXXX XXXX XXXX-I called AMERICAN EXPRESS and their short answer is that because they dont handle XXXX accounts anymore that I should call XXXX XXXX to deal with this issue. At one point in my first called they said that they received the money but was in process, then few day later they said that since is a XXXX account they cant access the account and therefore cant do nothing about. 5- When I call XXXX XXXX they cant find anything since the account number that I give them a reference is an AMERICAN EXPRESS account number and of course they cant find anything and told me that AMERICAN EXPRESS should refund that money. 6- My bank XXXX XXXX XXXX generated an e-check to pay the mistake that I made and AMERICAN EXPRESS XXXX according to my my bank, cashed that check. 7- I did a complaint to my bank and they got the same answer as I did. 8- Last week on XX/XX/XXXX I went to my back in person y talk to an account manager, they called AMERICAN EXPRESS and he was told that the money was sent to XXXX XXXX XXXX but its been a week and the {$1000.00} had not been posted to my account. 9- I XXXX XXXX XXXX AND STILL HAVE TWO ACCOUNTS WITH AMERICAN EXPRESS. 10- Please if you need more information feel free to contact me XXXX XXXX XXXX XXXX XXXX at my email XXXX PLEASE HELP ME
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
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 Travel does not disclose that it uses a third-party service, XXXX, to book their travel arrangements. American Express Travel committed to resolving an issue over the departure date of a recent vacation. The commitment was made on two calls which are logged from XX/XX/2021 and XX/XX/2021. As it turns out, that commitment was made by American Express ' non-disclosed third-party resource XXXX. Even though both calls are logged and I have provided proof supporting the revised check out date, American Express will not refund me for the revised departure and is unwilling to allow me to initiate a billing dispute. I have attached a full detail to this matter.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I received my direct deposit as usual on the XXXX of XXXX. I made a external transfer from my prepaid to my real bank. I called them to see how long transfers take. They told me 2-4 business days. There website also states 2-4 business days. I called back in 2 days because it was still showing pending. They kept telling me they couldnt find my account. So I kept calling after being hung up on. I finally spoke with someone she told me 3-5 days. The same people kept answering the phones but changing there names to somebody elses. I waited the 4th day and called back an she told me it would arrive to me the next day. XXXX came the XXXX and the XXXX and my transfer was showing still pending. Today is the XXXX its been a whole week since I made my transfer and its still showing pending. This bank is holding my funds for no apparent reason. I received a call from my family stating I need to be there right away because my grandfather is on XXXX XXXX in the hospital, my phone got cut off, and me and my kids had to stay in a hotel because of this. We got kicked out. My vehicle got repossessed and this bank is putting me through hardship and distressed. I want my money.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Someone tried to open an a credit card with Amex under my name on XXXX XXXX. This matter created a hard inquiry on my credit report and I need this to be investigated. I never tried to open that card with Amex. I dont need no more card since I have one with XXXX XXXX, but m trying to fix my credit not to destroy it. Two week ago someone tried to open a bank account with XXXX XXXX. Im a victim of identity theft and someone is using my social. I reported all issues and Im supposed to get a notification every this will happened for line of credit. Companies are not supposed to run my credit without my knowledge thats why I have the alerts on my account. I need this to be investigated please.
Company Response:
State: NJ
Zip: 07430
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A