Date Received: 2021-03-21
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I saw a solicitation online and called the acquisitions department to get further clarification. I spoke with an agent and they told me they couldn't advise if I was eligible without applying for the card. I asked to speak to the manager because that did not seem right. After a 15+ minute hold, the manager was unable to tell me if I would be eligible for promotion or not. He told me I must apply for a product that costs {$550.00} annually. When I asked if they could confirm the promotion and told me what made me ineligible, he responded " I don't have that information in front of me ''. I asked if he could look it up and he just repeated, " I don't have that information and I don't do that. '' I asked him to submit a UDAAP complaint which was not filed or any information taken for. When I asked if he could take my application, the manager said he doesn't do that and I can go online and apply. I asked the manager to please hold for me while I applied online and he promptly hung up. This was unfair and an extremely deceptive practice. This happened on XX/XX/2021 2021
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2021-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-20
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: American Express Gold card 's {$120.00} dining credit benefit is misleading. I opened a Gold card in XX/XX/2021. One of the key advertised perks was a {$10.00} per month dining credit at certain merchants. I made purchases at qualifying merchants in XXXX and XXXX, but didn't receive any credits. Upon contacting customer service, I was told the monthly dining credits required manual enrollment. I feel misled by the marketing as I believe such a key benefit is assumed to be enabled by default, and I wasn't warned about the missing enrollment after making otherwise qualifying purchases.
Company Response:
State: WA
Zip: 98007
Submitted Via: Web
Date Sent: 2021-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-20
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 have disputed American Express charge off on my XXXX report. I have disputed this countless times and the dates change and is inconsistent. All our personal data was breached by the lack of security of XXXX. We have disputed this charge off for years and there is misrepresentation by American Express and XXXX. We placed a fraud alert right away when we noticed charges and XXXX and American Express are still not doing their part and making this right! You would believe that the largest credit reporting agency would be above all others in ethics and practice ; however, not XXXX. The charge off should have been removed as the other ones have been removed. The victim should never continue to be victimized. Its contrary to the law and humanity.
Company Response:
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-20
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Hi. My name is XXXX XXXX. I have had my Amex for over a year. I am reaching out because I submitted a request for a credit limit increase. Everytime I want to apply for a new card or increase, I have to submit a complaint because when I do it online or call it, it isn't done and someone from the executive team always has to reach out to me. I am just wanting a credit limit increase. That is all.
Company Response:
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2021-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I am having problems with several Mobile Apps along with a series of unexplained charges and delays in proper credits to my American Express Serve Card. My current issues with American Express starts with a review ( hold ) on a {$63.00} credit from XXXX, instead of letting it credit back to my account Amex has it under review. The next issue is a series of XXXX rides on XX/XX/XXXX. I booked a ride for {$7.00} to XXXX XXXX, I waited 2 hours that driver never showed up. The next two rides from XXXX were approved The first ride was for {$15.00} ... XXXX credited the no show ride of {$7.00} to this ride and charged {$7.00} to cover my 2nd ride for a total of {$15.00}. That would be $ XXXX minus {$7.00} that had already been paid from my no-show ride. My 3rd ride from XXXX on XX/XX/XXXX was for {$15.00} there was sufficient balance for this charge. This morning my account is - {$7.00} I have been on the phone in queue over an hour with Amex and can't get sufficient assistance. I briefly ( after a long wait ) spoke to an Amex Representative that identified herself as XXXX ... when I requested an explanation of why my account was - {$7.00} in my main account and also an explanation of delays with multiple credits due my account. I was given notice my fees for XXXX were waived yet {$23.00} in fees are showing charged to my account. XXXX transferred me to another Department ... I was alsoI given a number to call incase the transfer from XXXX was disconnected XXXX ( XXXX ) XXXX ... I stayed in queue about an hour when XXXX transferred me and I then tried calling directly without a Representative answering the phone after waiting over 35 minutes. I have a pending charge from XXXX on my Amex for a canceled food order of {$25.00} from XX/XX/XXXX. My order only cost {$25.00} and XXXX allegedly refunded these charges on that same date. Right now more than I approved for this canceled order is still pending on my Amex account {$25.00} and additionally smaller charges at XXXX each. I am desperately looking for safe banking options so that I can change from American Express. I am owed credits of approx {$100.00} to my account that are just floating around in Cyber Space. Please imagine my surprise being due money and having an unexplained- {$7.00} ( negative ) balance on my account this morning.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2021-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: There was multiple charges to my card between XXXX and XXXX totalling {$4300.00}. it appears that this company continued to charge my card {$300.00} at a time untill all my money was taken. I immediately disputed the transactions and about 10 days later got a email stating that my inquire in regards to the transactions show that there was not a error. Well this is rediculous as I did not authorize these transactions and I also supplied proof that this company has done the same thing to other people. I did not receive any good or services and did not present my card to be charged so I need my money refunded to me and furthermore I'm ready to get a lawyer to help me. I was also informed that serve card has been sued for this very reason in the past by not correctly resolving disputes. My money was stolen with out my authorization and it needs to be given back to me. Especially seeing I showed proof that this chumba has done this to others and are known for taking money with out authorization.
Company Response:
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Other features, terms, or problems
Subissue: Problem with cash advances
Consumer Complaint: I have the AMEX XXXX XXXX a high end consumer card which costs {$550.00} a year. I needed emergency cash as my funds and travel documents were stolen in XXXX. I went to numerous ATMs in XXXX that AMEX said worked per their find an ATM locator. None of them worked. I called AMEX to do an emergency cash transfer/wire/XXXX XXXX After approx 1 hour on the phone it was set up. I went to the XXXX XXXX location and they were unable to process the transfer. I called up amex XXXX XXXX to complain. They advised to go to another location. So I wasted several hours going to the first one. I then went to another location and was advised they could not do it either. The reason was because amex XXXX XXXX had send the wire to the wrong name. So I called and emailed XXXX XXXX to complain and ask them to correct. More time wasted -- now we are at several more hours after the calls, transport time, etc. They sent to the right name this time but provided the wrong wire retrieval number at the teller. More time wasted. Right number was then provided. I finally received the funds and had to pay a western union conversion fee in excess of what I would have paid had the atm worked with my platinum card. I called and emailed " XXXX XXXX XXXX' to complain and ask for compensation for lost time/expenses. Was told they could do nothing and needed to call " customer service. '' I called customer service a week ago and was offered an insulting XXXX dollars or XXXX points. New issue as well is that I was charged for two " emergency wires '' when I only retrieved one. It is very concerning I would be billed for two. I filed a complaint on the phone with AMEX regarding all and did not Hear back and it has been a week.
Company Response:
State: NY
Zip: 10012
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Problem with a company's investigation into an existing issue
Subissue: Was not notified of investigation status or results
Consumer Complaint: Over the last 3 years multiple of my financial accounts from various companies have terminated my existing accounts that had been in good standing for years. These types of accounts and companies include : - American Express Consumer Credit Cards - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX personal investment account - XXXX XXXX XXXX XXXX Account / XXXX Checkings Account All these accounts were terminated abruptly and with no explanation ( aside from XXXX, who sent a generic letter via mail ). Ive called each company to find out why I didnt receive a notice, what the reasoning was, or to request an adverse action letter. Each company has given me an almost identical response, which is Per the terms of your agreement, we can terminate your account at anytime and without reason and/or We terminated your account due to a business decision. After my many calls, letters, and emails to find out why I was terminated or what system or third party was used to make this business decision, I am given no response. When my financial advisor learned my ROTH IRA account with XXXX was terminated, he was able to contact someone at XXXX and learned it was due to me being flagged on the AML ( anti money laundering list ). We were both blown away, I havent a clue how to even launder money. However, 11 years ago I was XX/XX/XXXXof a felony when I was XXXX related to XXXX. I had a feeling my crime ( which no restitution is owed, no liens or judgements ) is somehow flagging on 3rd party screening software to supplement my credit profile and incorrectly identifying me being on the XXXX. I have no clue how to proceed, because no company will even give me anything beyond a business decision as to the reasoning. I am afraid to apply to other financial institutions because I may be blacklisted. It leaves me in a difficult situation when it comes to banking and investing.
Company Response:
State: FL
Zip: 32082
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased an American Express Serve Cash Back Card today with the intention of making a purchase without having to use my primary credit union account info. After having purchased the card, unbeknownst to me, the merchant I intended to use it for does NOT accept American Express. I am unable to return this prepaid card back to XXXX for a refund. I have been calling the number on the back card ( XXXX ) literally for hours on end and have been unable to reach any customer service agent. The automated system does not provide you with an option to speak with anyone. Pressing XXXX does not work either as the line simply disconnects after repeating its pre-recorded message. www.serve.com is not allowing me to register my card, therefore I am unable to set up an PIN to be able to retrieve the funds that I loaded onto the card from an ATM, nor am I able to make any online purchases or pay bills because a billing address has not and can not be set up online at this time. I have been in contact with @ AmericanExpress on twitter but to no resolve as they " don't have access to the prepaid platform via this channel '' I have contacted the American Express Credit Card Dept who also have been unable to help and have simply transferred me to the prepaid platform where the line continuously disconnects. I was essentially robbed, in the middle of a pandemic, and American Express has been everything but unhelpful.
Company Response:
State: IL
Zip: 60655
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: After the card cancellation account and points issue with no notice, Amex finally reinstate my account and points. But since XXXX, Amex had been issuing me three cards that could not be initiated by myself or with the help of representative, I have paid the annual fee for a while but cards don't work as well as all the benefits should come with it.
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A