Date Received: 2021-03-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am an American Express XXXX card member for which privilege I pay {$5000.00} a year in fees just to use the card. I called the company to make a payment on my account. I was on hold for more than 5 minutes. This is different than the service levels the company advertises when procuring the card so this is a clear case of bait and switch. ( Case # XXXX ). I called to pay the balance due on my card. American Express told me that no payment was due on my account and they would not take a payment even though the balance due is in excess of {$8800.00}. ( Case # XXXX ) This level of service is absurd for someone who is supposedly a good customer and has been so since XX/XX/XXXX.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-06
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: A booked a flight through American Express for my family of XXXX. Unfortunately I had to cancel the trip. I used the chat bot feature to do so. The chat bot informed me that I would get a credit of {$420.00}. Apparently now American Express states its {$420.00} divided among the four tickets. The chat bot function did not relay that or make it clear in any way. I am in need of that full credit amount for an emergency use.
Company Response:
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2021-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This card was paid off about one week prior to XX/XX/2021 when a payment for {$XXXX} cleared. The next billing cycle was after this date. We paid this electronically by phone and that should have been the balance in entirety. We have had to spend an inordinate amount of time trying to have this account closed. When we called to pay the balance in its entirety, we were told that would be the last payment needed. The payment came before the billing cycle. We were advised that was all that we needed to pay. We were then sent a bill for {$XXXX}. We called ( reference number XXXX. We were told again that they would be waiving that fee since we had paid it in full. We have again received a bill, now for {$XXXX}. We called and gave the representative the reference number above. He stated ( XXXX ) that we had a late fee and that they wanted this amount again. We stated that was not acceptable because we had already paid the balance in full prior to the end of cycle. We also reminded him that we had already taken time to correct this previously. XXXX now says that the account is back to a {$XXXX} balance, but was unable to give us a reference number. He did help us to gain access to the website so " You can check for yourself to see that the balance will be {$XXXX} in XXXX hours. '' My complaint is that this billing after payoff is suspect and should be investigated. For someone who does not possess the education and expertise of our agency, they may be in a constant state of paying interest and charges that are certainly not owed. I believe that the company should be investigated and these practices resolved. I suspect there are a considerable amount of former or current American Express clients who have been falsely billed and have paid false charges. I would assume this amount would be considerable. With respect, I remain, XXXX XXXX XXXX, XXXX, XXXX, XXXX
Company Response:
State: OH
Zip: 44857
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
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: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Applied for a credit limit increase on XX/XX/XXXX. Verification of income and sensitive tax information is being requested. This information was previously submitted during a previously requested credit limit on or around XXXX of XXXX. The issue I have with verifying this information again is that it has not just my personal information on the tax documents but also my husband 's. My husband 's concern is that because he is not an American express customer his information could be used to be marketed to or worst, compromised. American Express should have kept these documents on file as nothing has changed. Documents were mailed to XXXX XXXX XXXX, XXXX XXXX, TX XXXX via XXXX XXXX reference # XXXX : XXXX
Company Response:
State: NC
Zip: 28786
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Trouble using the card
Subissue: Problem adding money
Consumer Complaint: To Whom It May Concern I have an American Express Prepaid Serve Debit Reloadable Card in which I use to make online purchases and conduct online other money transactions. However, I tried unsuccessfully to load ( add ) cash to my card to one of the authorized retailers. It would not allow me to load {$50.00} on Friday, XXXX XXXX at a local XXXX XXXX or Thursday, XXXX XXXX at a local XXXX store. I asked the store clerk why it would not take and they both stated it needed " preauthorization ''. I haven't had this problem before. I've loaded my card sometimes 3 to four times a month with various amounts. It has not reached the maximum limit of ( {$100000.00} ) for the year listed under cardholder agreement fees. There is no email to contact American Express Serve about this complaint, only a mailing address. That will take probably this time next month or many months after to get the complaint and a resolution. The telephone number only gives you certain options and when you try and bypass those options it hangs up on you. They have FAQs but someone would like to talk to a customer service agent to further direct the consumers.
Company Response:
State: MS
Zip: 39212
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I voluntarily closed my account that was in good standing with AMEX. I was unable to use most of the benefits of having a Hilton card because of COVID so I did not want to pay the annual fee renewal. I always paid the card in full every month and paid the final payment of {$210.00} on the date I closed my account. The payment processed my bank account on XX/XX/2021. I have my bank records to prove my assertion. Today, on XX/XX/2021 I received a bill that AMEX mailed to me ( please not that I have NEVER received an AMEX bill ; I have electronic billing ). The bill wrongfully asserts a " New balance '' of {$210.00} and includes a minimum payment due of {$40.00} and a payment due date of XX/XX/2021. I'm more concerned about other consumers falling prey to double billing or paying twice when the amount is not owed. Of course, I want this closed account to be credited in full and no balance indicated.
Company Response:
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
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: Around XX/XX/XXXX, I logged on to make a payment to my Amex account. I was experiencing financial turmoil at the time, so I assumed the balance was maxed out, or closed to being maxed out, and that my minimum payment would only tread water. It had a {$2000.00} limit, so I was surprised when my current balance showed over {$4000.00}, and that my minimum payment was almost {$300.00}. My statement showed that multiple cash advances were made from ATMs, and that payments were subsequently made to continue doing so. These payments were made from bank accounts added to my account without my knowledge, as they did not belong to me. Then, these payments were returned. Amex conveniently updates its balance before it receives the actual payment, assuming the customer has it. Multiple were from XXXX XXXX XXXX, a place Ive never banked at, the other was a bulk payment from XXXX, apparently a bank based out of Texas. Ive lived in Michigan my entire life ; Ive never even traveled to Texas. Needless to say, I called Amexs fraud dept. They assured me they would open an investigation and I wouldnt be held responsible for these charges. They relayed that they would call me back the following day so they can go over what they discovered. The following day they confirmed these were in fact fraud, and that Ill slowly see the charges fall off. And they started to. However, my payment was due and that I needed to make the minimum. I explained to them that money was tight, and that I only had enough to make the minimum payment ( before these charges, that is, which was {$62.00} ). Amex, however, wasnt satisfied with that. They said I needed to make the full {$300.00} minimum payment now. Since I couldnt, they closed the fraud investigation and closed my account the next day. It now shows as a serious delinquency on my credit report. Ive since asked Amex in XXXX of XXXX to send me an entire copy of my statements, including payments, transactions, and returns, to which they reiterated that it would be emailed in XXXX. It never came. I have attempted to dispute this twice through XXXX, which they claim the information is accurate. Amex has since charged off the debt and is unwilling to help me in any capacity, as they claim they no longer have the information pertinent to the account.
Company Response:
State: MI
Zip: 48080
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Demanding debt validation. Please see original complaint CFPB Ref No:XXXX & CFPB Ref No:XXXX. Company not adhering to 15 USC 1692g fails to provide adequate proof that use of credit card was not unauthorized. They are also conspiring to furnishing deceptive forms relating to correspondences disputing 15 USC 1643 and the liability of the card holder.
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On Monday XX/XX/XXXX at XXXX XXXX ET I called American express to see about changing my current card to a different american express card that I had received an email offer on - the new card I was being offered was a XXXX card and my current card is just an Amex card without any other affiliation. I was told by the person from Amex that I spoke with that I could not swap the accounts over the phone - i needed to apply for the new card and if i was approved I could call Amex back and cancel my current card. Since I was charged an annual fee on my existing card of {$550.00} in XXXX of this year, I asked what would happen to that fee? I was told by the representative from Amex not to worry, that my fee would be prorated and I would receive a statement credit for the balance of the year that I did not use the card, based upon the day that I called them and cancelled my existing card. I applied for the XXXX card later that night on the 1st and was approved. I received the new card in the mail today and called Amex XXXXonight XXXX XX/XX/XXXX ) at XXXX XXXX ET to cancel my existing card. I was told by the representative tonight that my annual fee was lost and that I would not get any credit for the prorated portion of the year that the card was not active. I asked to speak with a supervisor and was told that I could not and that they would try to have someone call me back. This seems like a complete bait and switch.
Company Response:
State: NJ
Zip: 07960
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A