Date Received: 2021-02-10
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I closed an American Express charge card account on XX/XX/2020. There was a balance of approximately {$530.00} owing to me when I closed the account. American Express told me that I would receive the {$530.00} within 15 business days. I provided checking account information so the {$530.00} could be sent to me by wire. On approximately XX/XX/XXXX after 15 business days I had not yet received the {$530.00} refund, so I called American Express. The representative apologized and told me I would receive the refund within 5 business days. I confirmed that American Express had my checking account information correct for purposes of making the wire. On XX/XX/XXXX after another 7 business days I had not received the {$530.00} refund so I called American Express again. The representative apologized and told me I would receive the refund by wire no later than the close of business on XX/XX/XXXX. I again confirmed that American Express had my checking account information correct for purposes of making the wire. I did not receive the refund on XX/XX/XXXX. On XX/XX/XXXX, I had still not yet received the {$530.00} refund, so I called American Express again. I was transferred to a manager and was told that she would do everything she could to expedite the refund within XXXX business days. I again confirmed that American Express had my checking account information correct for purposes of making the wire. On XX/XX/XXXX, after 5 business days I had still not received the {$530.00} refund, so I called American Express again. I was again transferred to a manager who said they would look into it. I again requested that American Express make the refund as soon as possible and contact me with updates. It has been 30 business days since I closed the account and I have still not received a refund.
Company Response:
State: MO
Zip: 63119
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Struggling to pay your bill
Subissue: Problem lowering your monthly payments
Consumer Complaint: Back in XXXX of 2020 I was being asked to pay a minimum payment of over {$2200.00} in full that I could not make. American Express put me on pay over time years ago after being a green card holder in good standing for over a decade and it has gotten me in trouble multiple times. This time, I ended up buying groceries for a neighbor who was elderly and contracted XXXX XXXX. In order to make it easier for him to pay me back when he could, I split the sales at the supermarkets between his and mine to keep track easier with the receipts. Not realizing that the pay over time feature only moves purchases {$100.00} and higher over, I had major bills every month to pay in full, but this particular month the minimum payment was about half the outstanding amount on the credit card of a little over {$4000.00}. I called American Express to see what I could do as far as working with them as I was being charged over half the outstanding balance on the card that month and I was put on a payment plan to be direct debited {$340.00} monthly and I could only spend up to {$340.00} on my card per month until it was paid off. The first month was fine. The second month after the second payment was made, all automatic payments on this card were declined as well as the two other small purchases I made. I called AmEx in a fury and was told I had a {$5.00} credit line and noticed my new overall balance went up over {$1000.00}. It turns out I needed to pay that prior month in full or the {$340.00} wouldn't clear me for {$340.00} in purchases until it was paid down, and I wasn't made aware of that when I signed up for this. They automatically only deducted the {$340.00} and left you to have to make additional payments on your own to clear the card so you could charge only {$340.00} worth of purchases. Since one of the bounced automatic charges was XXXX he allowed me to have the ability to charge on the card for the remainder of the month and he apologized that I wasn't aware of this when I signed up and he could do an investigation but that would make things worse with the card use. However after all of this, I called CFPB and spoke and received great customer care, including advising on closing credit card accounts. I have been a " member '' of American Express for 25 years and I was in my teens when I got the card in college. It is the longest card history and highest line of credit I have and I've continued as a loyal customer mostly for that reason, but after multiple issues with this card, including this one, it is more than apparent that " Membership doesn't have any benefits ''. I then got a loan to pay this off and they received the payment, so I called to make sure the account was in good standing. Apparently I somehow still owe {$56.00} due on the XXXX of XXXX and the rep took me off of automatic payment and the plan hasn't been closed. The bill you receive once you're on the plan does not show your full balance ( at least not on my last bill in XXXX ) and I have that document. The number to pay was pulled online and submitted to the other bank who cut the check to them in their name that I mailed them and yet I still owe money and I'm still not clear? I again was extremely irate over all of this while dealing with their rep XXXX, who then at the end of dealing with me told me I had dealt with a supervisor before, but he was going to put in to do the investiation to make sure I wasn't mislead and started asking me if I owned a business and where I worked and what my annual salary and standing was and I realized that he asked for my full card number in the beginning of being on the call and suddenly I was very uncomfortable and hung up.
Company Response:
State: CA
Zip: 91206
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I contacted AMEX credit bureau dispute regarding the reporting of my personal loan. They are reporting the account as a charge off although I am paying and always have been paying. On XX/XX/XXXX I entered into an agreement with AMEX to repay the loan on modified terms. They assured me that my credit would not suffer as a result. I was affected by the COVID pandemic. I pulled my XXXX credit reports and noticed that AMEX is reporting this account as a charge off. Yesterday, XX/XX/XXXX I contacted the credit dispute department of AMEX and I was told that since we agreed to a modification of the terms due to COVID that the account is being reported as a charge off. I have never in my life heard of such a thing. I was always making payments on the account but I was also told that when less than the minimum amount is paid, they are going to report as a charge off. My understanding and the law reflects that charge offs are when a business has been unable to collect a debt and subsequently writes it off as a loss. My account is still inside AMEX within their in house collection department. I never stopped paying on the account despite being affected by COVID. I have contacted an attorney and I am told we have a case but if I pay an attorney I will not pay AMEX. My credit score went from XXXX to XXXX. I need this account to be reported as a declared disaster due to the pandemic and making payments as required. This is NOT a charge off.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: After moving to assignment that requires a lot of travel, I decided to bite the bullet and get the American Express ( AMEX ) XXXX ( XXXX ) card. Multiple website stated that the AMEX XXXX card was the best for the military and their spouses as AMEX will waive their annual fees if the card borrower is a service member. I applied back in late XX/XX/XXXX and got approved immediately. When I called AMEX customer service about the annual fee waiver back in XX/XX/XXXX, they stated that I just need to put in a waiver request and they will forward to their SCRA department for review and determination. About three weeks later, I was told that I was ineligible under SCRA. That is when I learned that because I was already XXXX XXXX ( XXXX to be exact ), I need to apply for a fee waiver under MLA not SCRA. On XXXX XXXX, I called customer service again and this time I requested the annual fee waiver under MLA. On XXXX XXXX, I called AMEX customer service rep ( XXXX ) around XXXX XXXX CST and confirmed that MLA benefit can be extended even if they are not put on the account at the time of account creation ( this will be important later ). On XXXX XXXX, I called AMEX customer service again for an update and I spoke to XXXX ( around XXXX XXXX CST ). After discussion on the phone for approximately 45 mins, he stated that he would call me back about the result. At approximately XXXX XXXX CST, I was able to talk to XXXX again and he stated that my issue has been pushed directly to the SCRA department in AMEX and I would hear back a response on Monday ( XXXX XXXX ). To note, he seemed to think it would end in a favorable response on my end. Today, XXXX XXXX, I called ( approximately XXXX XXXX CST ) AMEX customer service, as I did not receive a response from AMEX SCRA on XXXX XXXX. When I called, I talked to a supervisor, she basically told me that I was ineligible for the SCRA ( which I knew ) and MLA. I was ineligible for the MLA because of a DOD website that they run acct information through and the website stated I was NOT on XXXX XXXX at the time of account creation. However, I provided AMEX ALL of my military XXXX, showing that I have been on XXXX XXXX ( as an XXXX XXXX ) since XXXX. However, the supervisor kept stating that because I was not in the system at the time of acct creation, I would not be eligible for MLA. Additionally, even if I were to get on the system now, they do NOT extend MLA benefits past initial account creation, which is contradictory to what I was told on XXXX XXXX. I feel that it is unfair to not provide annual fee waivers on my account ( w/ my wife ) just because I am not in a DOD system. The MLA website I had access to ( XXXX ) also states that I am not on XXXX XXXX but also states in the bottom that " some covered borrowers in this category might not be included in this database ''. I don't think it is justified that just because I'm not in a DOD database, I don't get extended the benefits, even though I have XXXX military XXXX that state I'm on XXXX XXXX, have been since XXXX, and thus covered by MLA protections. I want AMEX to waiver my and my wife 's annual fees and change their policy to allow exceptions for service members that may not be in the MLA database but can prove military XXXX XXXX status using orders.
Company Response:
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2021 Our personal computer was comprised with malware We tried several times to clear but unable to do so. A dialog box appeared to call XXXX at XXXX XXXX XXXX XXXX. The customer care from XXXX said he could clear the problem. Fifteen minutes transpired and the rep asked for our permission to to scan the problem. He stated our file has been hacked and he needs further time to locate the problem. My wife and I could see his cursor jumping all over the screen. Another 15 minutes, elapsed and he said our American Express account has been violated. He recommended we call AE and speak to someone. We told the XXXX rep we will call him back after we speak to the Amer Express people. The XXXX rep said he can contact American Express via third party call. We gave him the number and a rep from Amer Express came on. We explained what happened and he said he will need a few minutes to look into the account. He verified our information as they usually do. We actually thought we were talking to XXXX XXXX. The gentleman came back and said your account is pending {$15000.00} to a XXXX in XXXX. We were shocked because we didn't authorize any transactions of any amount. We asked him what can be done and he said we can dispute the amount which will take a awhile or you can purchase the amount in gift cards to offset the pending amount in question. He advised us to purchase the gift cards. I asked how does adding XXXX in gift cards offset a pending amount. He said the pending will go on my account in 12 hours. So we panicked and purchased gift cards to offset the amount. The XXXX rep was also on the phone the whole time. He said our email and cell phone were also compromised. We felt so angry but what could we do. So American Express is holding me responsible for the purchases. I reported this to them 72 hours later when I went back to check my account. I reported the violation to the XXXX Police, the Federal Trade Commission, and XXXX where the gift cards were purchased. I'm semi retired and have health problems partially XXXX and on XXXX. Working with a fixed income and I told American Express why would I purchase that much in gift cards where I could've just use my American Express for buying power. I sent a letter to the CEO of American Express asking for forgiveness. I sent a letter to my senator and my congress rep. I'm having a difficult time repaying this. American Express, report ID XXXX XXXX ID XXXX XXXX Police Report XXXX Federal Trade Report XXXX Alleged XXXX Rep XXXX XXXX Employee ID XXXX Email : XXXX Direct phone number XXXX ext XXXX XXXX number XXXX Alleged American Express Customer Care XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX Email : XXXX Cell : XXXX
Company Response:
State: MA
Zip: 02128
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: AMEX refuses to credit a promised promotion through " AMEX OFFERS '' when a purchase was made to take advantage of a targeted " Amex Offer ''. My AMEX Platinum Card received a targeted offer for purchases made through XXXX XXXX {$100.00} off purchase of {$100.00} or more made through Dell.Com ). This offer stated an expiration date of XX/XX/XXXX. This offer was added to my card and an order exceeding {$100.00} was made from the merchant 's website on XX/XX/XXXX. The merchant sends a confirmation of order on XX/XX/XXXX ( which can be provided if needed ). The charge goes into " pending '' status on credit card statement as of XX/XX/XXXX. On XXXX I checked my statement to see that the charge had posted, but no applicable {$100.00} credit was added to my statement. I reached out to the merchant through their " Chat '' support to determine a resolution. The chat representative informs me that since the merchant decided to post the charge after their expiration date, they will not honor the credit. On XXXX I called into AMEX Customer service and explained my situation to a customer support agent again hoping for a resolution, as I assumed there to be a misunderstanding. I placed the order prior to the offer expiration date and, as a customer, have no control over when a merchant decides to post a transaction. The agent acknowledges that determining when a merchant would decide to post a transaction is out of my hands, however states that there's nothing that AMEX is willing to do to resolve the situation as the merchant posted their transaction after XX/XX/XXXX. The agent transfers me to a manager. The manager reiterates that the are logging my complaint, however there is nothing they can do in the way of a resolution. I am hoping a formal complaint will encourage the company to reevaluate how they handle this deceptive and exploitative " promotion ''. There is no conceivable way having an arbitrary " fixed '' expiration date tied to their offers are fair to the consumers, if this date is fixated on a characteristic the consumer has no control over ( i.e. charge posting date ).
Company Response:
State: CA
Zip: 92606
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In XX/XX/XXXX, I applied for and was approved for a Hilton Honors Surpass card from America Express ( " AmEx '' XXXX. Per product materials, the card was supposed to be delivered to me in a week from approval. I was initally approved on XX/XX/XXXX. The card comes with a signup incentive bonus of XXXX Hilton rewards points if the cardholder spends {$2000.00} within 3 months from the date the card is approved. In XXXX, with the card having never shown up, I contacted AmEx to request a card replacement as the original never arrived in my mailbox. Upon actually receiving the replacment card and confirming/activating it with AmEx XXXX nearly one month after the initial approval, on XX/XX/XXXX ), I spoke with an AmEx representative about the reward points offer and they were ( at that time, at least ) understanding that the {$2000.00} spend threshold would be difficult to hit given that ( a ) lockdowns in New York would prevent me from being able to use the card as often as I otherwise would and ( b ) the fact that I received the card a month late due to delivery issues ( no fault of my own ) makes this entirely practical. I was assured at the time by the representative I spoke with that I would receive an " extra few weeks '' ( through XX/XX/XXXX or XXXX, XXXX ) to spend the {$2000.00} threshold for the rewards points. Satisfied with the response on this issue, I used the card as instructed. Unfortunately what the first representative told me was false. Assuming rewards points simply take time to be placed into an account, I waited until XX/XX/XXXX to call AmEx to check on this. For the avoidance of doubt, I did check my historical spending on the card per the AmEx account site and confirmed that more than {$2000.00} was spent even before the first week of XXXX ended. I called an AmEx representative to check on this discrepancy between what I was told and what actually happened - this second call was on XX/XX/XXXX. During this call I outlined the issue above and was told that they would " look into it '' as they do not have " record on my account '' of that conversation with the first representative. I was told to call back in 10 days. Today ( XX/XX/XXXX ), I called to follow up on the above as I was instructed for a third call with AmEx. I was told again that there is no " record on my account '' of that discussion point that was represented to me in the first call ( back in XXXX XXXX, and that an " investigation '' had been completed and that no rewards points would be given as I did not spend {$2000.00} within 3 months of the initial account opening ( for clarity, I did spend that much within 3 months of actually receiving the card, and as was represented on the first customer service call above, therefore qualified for the signup rewards bonus ). This last representative declined to provide any details on the purported " investigation '' and said I could not speak with another department closer to the investigation and decision process. They did acknowledge that customer calls are all recorded, but would not tell me if anyone at AmEx checked the recording of the first customer service call at the root of this issue. In conclusion, I was lied to by AmEx with respect to the timing in which rewards benefits could be earned. Had they not misrepresented this, I would not have kept the card, nor paid the annual membership fee on the card, nor used the card for any transactions allowing AmEx to earn merchant discount fees from me.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: In Middle of XXXX of 2020 I had contacted American Express about putting a COVID hold on my account due I was not sure what was going on with work. When I spoke to the lady on the phone she told me that they placed a it under the COVID forgiveness for the next 6 moths and if I didn't make a payment I would not get hit on my credit. I unfortunately got hit with a 30day late on my account for XXXX. I been trying to contact and speak to them but they stating that there is nothing they can do about it. I feel like this is an error on their part. I don't have any late 's ever on any of my cards nor this account. If they would have not said not to worry about the credit reporting i would have done what I could to even make the minimum payment.
Company Response:
State: IL
Zip: 60516
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had my American Express card since early XXXX without any problems. Starting XX/XX/XXXX and XX/XX/XXXX American Express posted payments incorrectly to my account. Beginning XX/XX/XXXX I began very a lengthy, time consuming effort to help American Express correct the error only to be told I was wrong and they are right. I continuing follow up XXXX see attachments XXXX including correspondence with CEO XXXX XXXX They began attaching late fees and interest charges for their error. Today, XX/XX/XXXX I received a email threatening to report my delinquencies to the credit bureaus. I feel I have done everything possible to help American Express correct these errors to no avail. This XXXX XXXX XXXX man needs help to correct this error. Hopefully I can call on your support to help in this matter.
Company Response:
State: GA
Zip: 30143
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
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: My dispute is mostly with XXXX and XXXX but it was purchased with my Amex card and they are handling the dispute but in a very slow manner. In XXXX a XXXX handbag was purchased for {$3900.00} or so. Express/Next Day shipping was purchased and it should have been received on that Friday XX/XX/XXXX. As the day went on into late afternoon Friday, I called XXXX and they insisted that the package was in XXXX ( my destination ) and that it would still be there by XXXX at latest because oh holiday hours. I just had to be there to sign in. The package did not come. I called XXXX and XXXX on the following two days because each day it was said that the package was being delivered on the weekend and they still did not come. XXXX did give me {$21.00} back for shipping. On Monday XX/XX/14 I was on the phone with XXXX and XXXX around the XXXX XXXX time with more excuses and promises of delivery on this day. Because of how my schedule has be effected throughout the past three days I really didnt want to be consumed by this all again. Both parties made clear that if I didnt sign it on this 4th day of waiting, the package would be sent back to warehouse until the following day. At around XXXX I get an email notification saying that the package could not be delivered. I called in and service rep was saying that it was delivered which was false as I was home and its also confusing considering the email received. XXXX says that XXXX delivered my package and that it was signed which is impossible. I believe that XXXX employee either didnt deliver my package or signed it and left it somewhere else. This has been something that I have since researched and seen has been happening with some delivery companies. A police report was also submitted. When I originally fought this with Amex for fraud or stolen purchase, they said that they would jump right on it and it falls under Amex protection either way. After an initial review, my account was credited and then reversed with the resolution date constantly changing. This has been frustrating through a number of ways and has put me in a deeper financial burden without anything to show for it or reasonable way to account moving forward.
Company Response:
State: PA
Zip: 19104
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A