Date Received: 2021-03-12
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/XXXX I purchased an airline ticket with XXXX using my American Express Credit card for the amount of {$130.00}. Due to the COVID-19 regulation that was imposed in XXXX at the last minute, I had to cancel my ticket and requested a refund from XXXX. XXXX agreed to refund the amount, however, I was offered a credit for me to use in future flights. I then called XXXX and explicitly ask them to refund the amount, that I do not accept a credit however they refused to do so. I told XXXX that based on their policy currently published on their website regarding XXXX XXXX waiver, all tickets bought after XX/XX/XXXX and voluntarily wanted to change had the option to request a refund, however, they refuse. I then contacted American Express to file a complaint, I provided them with the policy and the website for them to verify the " Flexible Travel Waiver '', XXXX : XXXX however Amex said that I am responsible for the charge because XXXX provided them with another policy.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: At XXXX XXXX on XX/XX/2021 American Express called my work phone number and my cell phone number at the same time. These are harrassing phone calls and I have asked them to stop calling me repeatedly. Calling me at work puts me at significant risk and will not be tolerated.
Company Response:
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: American Express sent me an advertisement telling me that when I opened a new credit card, I could get {$150.00} rewards if I spent {$1000.00} at first three months. When I opened a new card and spend {$1000.00}, I didn't receive any money, and then I contacted the relevant staff by phone. 1. The service staff told me that when I applied for a credit card, they rejected my application for a {$150.00} reward from a {$1000.00} purchase via Email, and then they asked me whether I continued to apply for this card without {$150.00}. so they opened a new credit card for me without my approved. In fact, they have never sent me notice via any way. The service staff also said that they will give me {$150.00} due to I've been using their credit card more than five years, because he submitted my issue to his supervisor. I just need to wait for the {$150.00}. In fact, he have not submitted my issue to his supervisor who did not understand my issue, so I can not get the {$150.00} in future. My waiting is actually a waste of my time. 2. I continued to contact them and got different answers. They said I had other benefits so I couldn't take advantage of the {$150.00} plan anymore. In fact, I haven't gotten any discount since I got this credit card. Anyway, I think 'American Express XXXX cheat consumers include me through false advertisements.
Company Response:
State: MI
Zip: 48083
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
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: Hi and how are you doing? Im not sure who to take this to anymore, but Ive disputed this account several times with both the original creditor and the credit reporting agencies accordingly and Ive attached everything to support my dispute. However, I continue to received a pre-template letter sent to me that its been verified and it REMAINS. How is it possible that this was verified if you continue to report incomplete, inconsistent, inaccurate, and unverifiable information on this account and a thorough and in-dept investigation. Ive disputed and I havent received anything as such, but it continues to be reported in violation of the consumer laws.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I've been an American Express customer since 2013. I've always paid my bill in full never racked up interest charges and never missed a due date and my credit score is over 780. I had the personal American express platinum card and the business XXXX honors card. On XX/XX/XXXX, I took a trip from XXXX, FL to XXXX, FL to propose to my fiance in XXXX XXXX. Prior to the trip, I added my business bank account to my business card account to make payments to be consistent with business bookkeeping. I made a payment for {$7200.00} from my business account to my on my business Hilton honors card ending in XXXX and it was returned and I got an email from American express telling me that all of my accounts. ( personal and business ) were closed. The personal American express platinum card and the business Hilton honors cards were the only cards in my possession at that time, so I was stranded 400 miles away from home with two cards that American express closed without warning. Upon further investigation, I realized that I missed the business bank account number by 1 number therefore my account number was wrong and that was the reason for the returned payment. I've tried explaining this to American express and this fell on deaf ears. Since this happened I was able to enter the correct account and paid my balance in full to AMEX. I have been a loyal customer of American express since 2013 and it's a shame that they treat loyal customers this way.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Payments duplicated for XXXX and auto-retry withdrawn from my checking account and funds never applied to the balance on the credit card. as well one payment of XXXX and XXXX auto retried and never show a positive balance on the credit card account but withdrawn from my bank,
Company Response:
State: NY
Zip: 10033
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This complaint is a follow on of previous complaints regarding illegitimate collection efforts by collection agencies that American Express has used in an attempt to collect a debt. The debt in question is the unpaid balance on a credit card that was issued to XXXX XXXX XXXX XXXX XXXX. I was an owner of this business which financially failed in XX/XX/2017and has subsequently been dissolve. This business was a corporation which serves to provide a barrier between actions and obligations of the corporation and the owners. I personally have never been issued a credit card by American Express. I have contacted them multiple times to inform them that I was not responsible for this debt and have demanded that they provide documentation proving that I have responsibility for this debt. Despite multiple requests to AMEX, and the collection agencies that they have used to collect this debt, no documentation has ever been provided. In addition, AMEX has filed a charge off on my personal credit with all of the credit reporting agencies in the amount of this debt which does not belong to me. As a consequence my personal credit rating has been negatively impacted which has created problems for me in obtaining credit and caused me financial harm.
Company Response:
State: WA
Zip: 98116
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This complaint is a follow on from a previous complaint # XXXX. That complaint detailed an illegitimate debt collection from a collection agency on a card that was issued by American Express. That agency apparently is no longer involved. Recently I was contacted by another collection agency XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX to whom collection of that debt was recently transferred. After receiving a notification letter of an attempt to collect a debt I immediately contacted them XXXX and notified them that I was not responsible for any unpaid balance on an American Express card. The card account in question ending in XXXX was issued to XXXX XXXX XXXX XXXX XXXX. I was a XXXX of this business which is a corporation. The business suffered financial collapse in 2017 and has subsequently been dissolved. I have never personally been issued an American express card, however XXXX is now attempting to collect this unpaid balance ( on behalf of AMEX ). This is illegitimate collection effort. A corporation serves to provide a barrier between actions of the corporation and the owners. Debts owed by the corporation are not transferable to the individual owners. I notified XXXX about the circumstances of this debt and demanded that they provide some form of documentation demonstrating that I was responsible for this debt, otherwise they should immediately cease all collection efforts. No documentation was ever provided. I again contacted XXXX to request cessation of their efforts but they failed to respond. Their collection efforts continue to occur.
Company Response:
State: WA
Zip: 98116
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XXXX XX/XX/2021, I received an email stating the following : " Hi, During our recent review of your American Express Serve Account, we identified Account activity that we believe violates the terms of the Serve Consumer User Agreement. As a result of such activity, and pursuant to Section 15 ( d ) of the Serve Consumer User Agreement, your Account and your Account privileges have been permanently suspended. If you have any questions or would like to inquire further, you may write to us at the following address : Serve Customer Care XXXX. XXXX XXXX XXXX, GA XXXX '' They have not given me an exact reason nor have they returned my money. I called at XXXX and XXXX on XXXX XX/XX/2021. The first representative hung up on me. The second representative told me that my account was open and functioning on his end. I asked him to open a case and email me the confirmation of it. He had me wait on the line with him for 3 minutes only to resend the exact same email that is above. It seemed as though he was doing it intentionally to mock me and waste my time. The other number he provided is non-functioning.
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XXXX of last year we disputed a charge with American Express for a pair of earrings that were purchased at the XXXX XXXX XXXX in XXXX, Hawaii in XXXX of XXXX. These earrings were just shy of a thousand dollars in cost ( exact amount shown in attached document ). They were represented to us at the resort as rough cut diamonds, and carved amethyst set in sterling with an overlay of 18 karat gold and rhodium. The earrings were not even worn until last summer and upon wearing the first time, one of the center 'amethyst ' stones fell out of the setting. As soon as our local jeweler reopened following shutdown, the earrings were left for repair. To our extreme surprise the jeweler informed us that they could not be repaired because they were made from pot metal, not sterling, not gold, not rhodium. No precious metal at all, and the 'amethysts ' and -'diamonds ' were quartz costume jewelry stones. This was being sold for $ XXXX by XXXX XXXX ( the location is now closed ). The dispute was filed with American Express and was ultimately denied becuase they supposedly couldn't reach the merchant. It was suggested we go through Purchase Protection. This was done with the understanding that we would receive further direction by mail for submitting our proof for coverage of the earrings. This never occurred. After a month of no further communication, I called American Express to inform them we had not received any further direction. The individual that I spoke with was extremely curt and borderline rude, informing me the claim was closed. When I questioned why, he kept stating it wasn't covered under the plan. I continued to question him about specifics and the discrepancy in what we had been advised to do by American Express and our extreme frustration, he remained silent and would not address my concerns. A few days later, on the same day, two letters arrived dated one day apart. One one XX/XX/XXXX, the other XX/XX/XXXX, the first was the letter we had been told we would receive to provide documentation, the second a letter informing us our claim was denied for the reason that the item was " one of a kind, antique, or previously owned '' NONE of which was true or applicable to this purchase. Again, the letters arrived the same day and dated a day apart, clearly form letters sent out to cover their bases after my phone call. It is very clear that American Express is not protecting their cardholders from fraud or unscrupulous business practices. They charge high membership fees yearly for supposedly providing benefits for situations such as this, then refuse to act or provide the protection and insurance they sell to their consumer. We have a certified statement ( attached ) by our gemologist that these earrings are " pot metal costume jewelry ''. We have emailed XXXX XXXX twice with no response as well. American Express is responsible for protecting their cardholders in such circumstances and yet they do not act, send out form letters that have no basis in fact, and close claims and disputes so that they can be absolved of their responsibilities. We demand a credit for these earrings to be processed to our American Express card.
Company Response:
State: TN
Zip: 37931
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A