Date Received: 2021-04-17
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: In XX/XX/XXXX I purchased a family vacation through XXXX on my Amex card for the amount on {$2200.00} In XXXX I paid the total amount of {$2200.00} via my XXXX XXXX account Due to Pandemic our trip was cancelled, and in XXXX of XXXX I reached out to Amex to get refund on trip. I was given a credit of {$2000.00} ( not full amount paid ). I did not complain because I had no intentions of using the card. XX/XX/XXXX Refund came in for XXXX XXXX XXXX, and XXXX XXXX, and my account was refunded {$1400.00} ( not full amount. This should have been {$1500.00} ). Once again I did not complain, because I knew process was not done. XXXX XXXX did not refund me the {$690.00}, but instead issue me a travel credit to use on future flight. After several attempts to get a refund with no success, I just agree to cancel disputes and accept the credit. However, upon doing so I was refilled in the process for 3 of these flights. 3 Flights for the total of {$410.00} ( each flight was {$130.00} ). I have reached out to Amex over a dozen times to inform them they are rebelling me for something that has already been paid for. I purposely did not make any charges over {$50.00} my Amex card during this time to keep things simple. I made all those payments on time, and have made no other purchases. I reached out to all Merchants involved, and everything leads back to Amex. XXXX stated Amex never acknowledged the Hotel Refund they sent back for {$410.00}. Also Amex representative I spoke with on XX/XX/XXXX stated she did not see a credit on the account for the 3 charges. Even though system say it was given. I do believe they are trying to fraud me of my money and I need help. I have all my receipts to prove this trip was paid in full a year ago, Amex isnt trying to own their mistake
Company Response:
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I opened an American Express account card two months ago yet all three credit reporting companies are showing it opened as XX/XX/XXXX, for starters! In addition, it shows that I have a balance of {$620.00} for over a month, ANOTHER LIE!!! I have had a balance of {$2.00} for over a month and paid that off on XX/XX/2021!! I have told American Express on four different occasions to 4 different people that I want to CANCEL MY CARD!! I hate American Express!
Company Response:
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I previously sent proof of an identity theft to all credit reporting agencies and also received word from XXXX XXXX that they were contacting XXXX, XXXX, and XXXX to let them know that ai closed my account in good standing yet XXXX and XXXX refuse to remove items that ARE NOT MINE AND ARE NOT DEROGATORY!!
Company Response:
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My all americanexpress accounts were closed on XX/XX/2021 by Amex per the business decision, no appeal is allowed and my XXXX XXXX rewards points can not be redeemed. I have been using Amex for almost 10 years, without any bad record, spent a lot every year, really want to get my rewards back.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I lost the promotion points of 25,000 when I downgraded my card ending-XXXX in XXXX. 2021. I was charged the annual fee for this account twice within a year so I decide to downgrade my card to avoid the additional annual fee. When I downgraded the card to a non-fee card, the AMEX customer service did not tell me they would remove the proton points for downgrading. I believe I met all requirements for the promotion offer and AMEX should honor the offer and not remove the points from my account.
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: American express provided a welcome offer of XXXX XXXX points for the everyday prefered card, but there is a mis-understanding between American express and me on when I can downgrade or cancel the credit card without losing the welcome offer in terms of " keeping the account for 12 months ''. When I was charged for the new year 's annual fee ( I thought that is a sign I qualified for the 12-month term ), I submitted the request to downgrade the card. The agent did not remind me of the potential lose of welcome bonus! But days later, American express took away my welcome bonus because they think I am 1 month away from their 12-month term. I immediately canceled the request for the downgrade ( which is allowed by American Express within 50 days ) and now I am still holding the original everyday prefered card. But American Express refused to reinstate my points because they determined I had the 'evil ' thought about downgrading the card ( which is not even successful ) within 12 months. I just don't understand why they are so stubburn about their own mistake without considering how bad the service they provided.
Company Response:
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My name is XXXX XXXX, and I am the card account holder. This dispute is with American Express credit card - specifically the AMEX XXXX XXXX XXXX card. I've been an Amex CC customer since XXXX. The issue is Amex CC refusal to waive a late payment finance charge of {$96.00} - which was charged on XX/XX/. We owed a balance of {$2300.00} on XX/XX/XXXX - and we scheduled an online payment from our XXXX XXXX XXXX account to pay this amount - but the payment was in-transit on XX/XX/XXXX - and actually got credited to Amex CC on XX/XX/XXXX. Because we suspected our payment might arrive late - we called Amex CC ( XXXX ) to inform them, and to see what they can do to make sure we don't get charged any late fees/finance charges. Historically, we've never been late with our CC payments ( Amex knows this - they have access to my entire payment history ), and we always pay the full outstanding balance ( to avoid paying any interest on our balances ). On XX/XX/XXXX - we called into Amex XXXX to inform them our payment of the outstanding full balance in the amount of {$2300.00} was in-transit ( from our XXXX XXXX XXXX to Amex CC ) and that given our history of full balance payments and lack of late payments - we would request waivers of late fees, and of any finance charges. But we were willing - and able - to pay the full {$2300.00} on the call with them, if they told us they can't waive the late fee/finance charge. The agent we spoke with was very friendly, professional and biased for customer service. And he took care of the late fee waiver. But he couldn't waive the Finance Charge - because on XX/XX/XXXX it hadn't yet been charged to our Amex XXXX account yet. So he asked us to call back later - which we did on XX/XX/XXXX. Since the XX/XX/XXXX call - our full payment of the outstanding balance, {$2300.00}, was credited to our Amex XXXX CC account, dated XX/XX/XXXX. And then, Amex charged us a XXXX XXXX of {$96.00}. So we called back on XX/XX/XXXX - we spoke with the front-line customer service agent ( didn't get his name ) - and he was quite unfriendly, and was showing a tone and attitude of not accommodating our request to wave the Finance Charge - which was {$96.00}. So we asked to speak with his supervisor - and we were transferred to a supervisor named " XXXX '' ( we suspect short for " XXXX '' ) - and we were told XXXX was based out of XXXX XXXX. From the beginning of the call, XXXX was very unfriendly, and condescending to me ( my XXXX is not very good - I'm native XXXX, but my XXXX is not fluent ). It seemed very obvious to me that XXXX was biased and fixated on rejecting our waiver request for the Finance Charge - despite our history of full payments, and no late payments. He said he would consider our request - and call me back in a few days. We waited for his call - but he never called us back. So we called back - and now had to repeat our entire story/situation again to the new customer service agent. And then to his supervisor. But the answer was the same - because another supervisor ( in this case, this supervisor named XXXX ) had rejected our waiver request ( without ever calling us back ) - and because of that decision, another supervisor couldn't overturn his decision - regardless of how good and loyal a customer I have been since XXXX. I called Amex again this past weekend on XX/XX/XXXX - and spent another hour talking to the agent ( explaining our story all over again ), and then requested his supervisor to call me back. But again, the agent 's story was the same - because another supervisor ( in this case, this supervisor named XXXX ) rejected our waiver request already - neither him nor his supervisor can overturn XXXX 's decision. This is UNACCEPTABLE to us - not only could we have paid the full {$2300.00} balance on when we first called on XX/XX/XXXX - but we find the condescending, unpolite, and somewhat XXXX attitude from an Amex supervisor, regardless of where this person is located, to me on the initial call with him on XX/XX/XXXX to be UNACCEPTABLE. We would like a written apology from Amex for the horrible, unacceptable attitude shown to me - and we would like to request again a courtesy waiver of the {$96.00} Finance Charge.
Company Response:
State: CA
Zip: 94024
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Hello, I was issued a XXXX XXXX XXXX credit card in XXXX of 2021. After never receiving a physical card, I called XXXX XXXX times asking to resend my card, each time I called they told me they would send another XXXX and never once mentioned there was an issue verifying my identity. They then cancelled my card, without notifying me, and closed my account- greatly affecting my credit score. I am a XXXX XXXX XXXX college student and I have worked very hard to get my XXXX XXXX very high- I had it at almost a XXXX. It has since dropped significantly. AMEX admitted fault, and told me that they would love to give me another card and open a new account. Others told me that they would Re-Open the card so it doesnt affect my credit, but then they hang up on me. I now have a {$1200.00} bill they want me to pay after they dropped my credit score by closing my account and admitting fault. I would like to re-open the closed account so that I can pay off my credit card with them and not have my credit score be affected by XXXX XXXX negligence. I hope you can help! Thank you!
Company Response:
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: So I applied for a credit card and this bank declined me for my credit card that defaulted more than 15 years ago and they said because of my previous relationship with American Express theyre discriminating against me and they even tried collecting this balance the collection agency after 15 years and threaten to put me in jail this new collection company that American Express hired since XXXX as threaten to put me in jail if I dont pay the whole balance so not only are they trying to collect the old balance is 15 years old Im trying to put me in jail for it theyre denying me a new credit card even though I have excellent credit now for a mistake that I did 15 years ago back in XXXX
Company Response:
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
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 filed a complaint with the Consumer Financial Protection Bureau XX/XX/2021 ( ID : XXXX ). The credit card company responded to the complaint and partially resolved the fraudulent charges I was trying to dispute for a little over 2 years now. The balance on the account was {$9100.00} and they credited me {$6700.00} leaving me with {$2400.00} as the remaining balance. However, {$220.00} of that was for a late fee reversal. This made no sense, because while I was trying to solve this dispute case with them, they never removed the amount from my account so every month, I would get a $ XXXX charge in interest fees. I called on XX/XX/2021 asking them to provide an explanation how they got these numbers and to provide me with a billing statements as to why I still owe the remaining balance on my account. They told me I will receive the paperwork within 3-5 business days in both my email and in the mail. I never received anything and this has become a reoccurring problem as I've asked multiple times for them to send me my previous billing statements. During my dispute, I was told by the credit card company that I will not held liable for the fraudulent amount and any charges and fees related to the dispute would be reversed at the end, therefore, I continued to making payments on my account. I have been paying the fraudulent amount along with the interest fee that piles up every month, yet I didn't get that credited back and am left with a balance that they will not give me information about.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A