American Express Company

Review: AMEX refused to issue promotion credits associated with opening a new accunt

I signed up for the AMEX [redacted] Skymiles card with the following promotions 1 30,000 frequent flyer miles after spending $1,000 and 2 $50 credit after the first [redacted] purchase. I spent $1,000+ on my card 90+ days ago and made a [redacted] purchase 90+ days ago but I have not received either of the promotions. I closed a previous [redacted] AMEX card several years ago so I am well outside the 12 or 24 month new card member limit for the promotion. I contacted AMEX customer service a couple weeks ago and they said "You can keep Chat ID [redacted] as reference that we will apply a manual credit if you do not see it (the promotions) applied within 12 weeks". When I contacted AMEX on 7/**/2015 they refused to credit my account because I have a different AMEX card open that is not a [redacted] AMEX and said this disqualified me for the promotions. This was not in the fine print of the promotion and not mentioned in my previous contacts with AMEX. I cancelled all of my AMEX cards as a result.Desired Settlement: I want the $50 promotion and 30,000 sky miles.

Business

Response:

American Express mailed our response to the consumer today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The letter American Express sent had several factual inaccuracies but AMEX granted my requested remediation. I cannot recommend engaging in future transactions with AMEX until they fix theircustomer service model.

Sincerely,

Review: My Wallet was stolen in [redacted] and my AMEX Serve card was used and charged $2400+. there were 4 charges made to the card after it was stolen.

1. [redacted] Super store [redacted] $1,400+

2. [redacted] Store $600+

3. [redacted] Oil $36

4. [redacted] market $90

American Express Serve opened a dispute case investigated for a week and then closed my account without returning my money. I had filled out a Affidavit explaining the scenario and they closed my account based on this policy below:

Card Number xxxx-xxxx-xxxx-[redacted]:

Hello [redacted],

During a recent review of your American Express Serve® Account we noticed activity that was in violation of the Serve Member Agreement, section:

Section Section 15E

Due to the violation, your Account has been closed.

If you have any questions, please call Account Protection Services at ###-###-####.

Thanks,

The American Express Serve TeamDesired Settlement: I am requesting that AMEX Serve refund my money that was used for stolen goods and that I didn't use.

Business

Response:

American Express mailed our response to the consumer today.

Review: Trip ID (8 digits): [redacted] failure by AMEX to followup with hotel majestic manager [redacted] for visit booked through AMEX despite REPEATED Requests:

AMEX AND I had to contact [redacted] from desk manager at they hotel SEVERAL times 4 to cancel. NO call back from [redacted] supervisor WHO PROMISED REFUND! Had to cancel trip booked through American Express vacations bus to a medical emercengy. I did this72 hrs Prior to visit and entitled to FULL REFUND. [redacted] and [redacted] ignored my repeated calls to refund and NEVER called me or AMEX back to fix and refund! Amex only issues a partial refund and is waiting for [redacted] to RESOLVEDesired Settlement: REFUND of ADDITIONAL $185 APROX of balance due. APROX $ 200 REFUNDED ALREADY BUT NOT FULL AMOUNT!!!!!

AND

FULL REFUND OF AMEX MILES TO ACCOUNT WITH NO CHARGE!!! CS REP [redacted] CLAIMED SHE DID NO KNOW HOW TO FIX THIS AND CLAIMED I WOULD HAVE TO CALL BACK IN TO SOMEONE- SHE DID NOT KNOW! AMEX GET IT TOGETHER 35 YEAR CUSTOMER!!!!!!!

Business

Response:

We responded to the customer via written correspondence today.

Review: I synced my American Express Serve card with my facebook account and signed up for the "spending $100 at Lands' End and getting $25 back" Offer in Nov. 2013. On 12/**/2013, I spent $ 100 at Lands' End Internet and got a confirmation email of "thank you for using your card". However, I have not received the credits yet. Please review my account, and you can see I signed up for several offers of [redacted], [redacted], [redacted], [redacted]' and the credits always automatically went back to my account. I think the reason of the missing "lands end" credits is because the transaction was not posted until 1/*/2014 (the offer expired on 12/**/2013). I called and was told that I need to wait for a dispute email to complete my request. I have not received it yet (dispute #[redacted]). I did not want to call again as I think Serve representatives are not trained about the AMEX Sync Your Card Promotion, although it's well known among representatives from other AMEX Card Departments. My order confirmation is attached.Here is the offer term and conditions:OFFER DETAILSGet a one-time $25 statement credit by using your enrolled Card to spend a total of $100 or more online at landsend.com ([redacted]) by 12/**/2013.TERMSOffer valid online only. Not valid on in-store purchases. Excludes gift cards, Lands End retail, outlet, and Lands End at Sears locations. If you order an item during the offer period but it is not sent to you until after 12/**/13, it may not count towards determining whether your purchase qualifies for the offer. Enrollment for the offer is limited. Limit 1 statement credit per American Express Card across all American Express offer channels. Statement credit will appear on your billing statement within 8 weeks after American Express receives information from the merchant about your qualifying purchase. Note that American Express may not receive information about your qualifying purchase from the merchant until all of the items from your qualifying purchase have been provided or shipped by the merchant.Desired Settlement: DesiredSettlementID: Refund

a $25 credit is expected ASAP

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

American Express has promised "everything" and delivered "nothing"! Am Ex closed my account on Jan. [redacted] due to online credit card fraud. They promised a replacement card by Jan. [redacted]. By Jan. [redacted], still no card. Called them back and agreed to give it a few more days, still no card. Another phone call on the [redacted], was promised they would send a card via [redacted] or [redacted] and email me a tracking number. Didn't receive a card (now 2 cards enroute) or an email with tracking info. I called back again (4th phone call now), was promised I would "definitely" receive the card on the morning of Jan.[redacted] via [redacted]. Stayed home all morning cancelling everything I needed to do -- STILL NO CARD!! So to date, I have had to make 5 phone calls (totaling over 2 1/2 hrs on the phone), [redacted] has made 3 attempts to get a replacement card to me and yet here I sit on the afternoon of Jan. [redacted] with NO CARD!! This company is completely incompetent.

Review: I have a reloadable card with this company for my son who lives in another state. this is how I would send money to him. on 9/* I attemped to send money via the internet, and the site stated that it could not process the transaction and to try again. Well, I tried a second time and the same message popped up, "try again". At that point I decided to just try later, that maybe the site was busy. After work I went on the site and tried for a third time to send the money and this time it went through, I checked the transaction history and found that there were "3" pending transactions. The two that I attempted earlier and the most recent one. I called the company to have two of the transactions cancelled, this company stated that they were not able to cancel the transactions or the card until the pending amounts were paid out (within 5 days). was told that after the money was taken out of my account then I would have to call back and request a refund of two of the payments. Well, in the meantime I would have several of my regular bills not get paid because of insufficient funds because of the 3 transactions to American Express. I am not satisfied with this company and their business practices, they should have been able to cancel two of the payments from their end. this is not acceptable for a company of such a "big name".Desired Settlement: DesiredSettlementID: No settlement requested - for I want the card canceled and the money for the transactions and any overdraft fees that I may incur if my bank is unable to stop these transactions. two of the transactions were not authorized.

Business

Response:

We responded to the consumer via written correspondence today

Review: Since the opening of our business, I have received countless offers in the mail directly from American Express. I have applied for several American Express cards for my business throughout the last 5 months. Every card has been denied (shown on the website). I have not received any denial letter, phone call, or any means of communication stating why I was denied.

I am confused as to why I receive these and then I am denied. Is it just a reason to look at my credit?

I operate a managed IT service business, and we already have credit cards with other companies, and we have a perfect track record. Every bill paid on time, in full. Every credit card paid on time, in full.

I personally have never missed one credit card payment. I have over 10 years of perfect credit history.

However I am not sure what my credit score is currently, I do know that companies alike have applied and been approved with much less credit history/payment history.

I have called American Express, and they have put me on hold, calls have been disconnected, and neither have I been informed of the reason why I was denied.

Our company works on many international contracts, in Beijing China, Hong Kong, and Thailand. From my experience of working with other clients and partner companies, American Express seems to be superior to other cards when it comes to international travel.

This is why we want the card in the first place.

I believe the great standard that American Express once was known for has diminished, because they have shown zero effort to reach out to a potential customer such as myself.Desired Settlement: I would like to speak with someone from the Executive Relations department. I would like to know why my applications were denied. I would like to have my credit manually reviewed and for me to be given the opportunity to show that I am extremely credit worthy. If possible I would like to obtain a business credit card from American Express.

Business

Response:

American Express mailed our response to the consumer today

Review: Signed up for Delta credit card, with the offer to spend $1K w/in the first three months and receive 25K bonus miles. However, American Express now refuses to honor this contract after my having done so.Desired Settlement: Award 25K bonus miles to Delta account ...thank you!

Business

Response:

American Express mailed our response to the consumer today.

Review: I had my car repaired by a company Wholesale Transmission in August 2013, with a 1 yr gaurantee , paid for repair with american express card, the transmission broke again in October 2013, numerous calls to the company wholesale transmission never returned , called and filed a complaint with Amex, they sent letter to business about problem 30 days later I get a letter from Amex stating I won my dispute with wholesale transmission they never responded to Amex's letter ans because of that I was not responsible for the $2551.00 costs I charged on my Amex card. Good, Right??? no two months later I get another letter from amex that the charge will be going back on my card bc I didnt send in paperwork in proper timeframe, I have all dos that say I did plus the letter saying I was not responsible for the $2551.00 for the repairs .Desired Settlement: For AMEX to remove the charge as they should as per the letter they sent me stating that I will no longer be responsible for the charge.

Business

Response:

We responded to the customer via written correspondence today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not resolved my complaint with the company advised them that the merchant did not answer the complaint in the time allotted to the merchant and just like you (Revdex.com) if I do not answer in 6 days your time alloted that complaint will be done with and removed . The same is true with American Express the merchant had 30 days to respond he didn't do so and American Express sent me a letter stating " that the merchant has not responded with info to AMEX in the time alloted them so I am am not responsible for the charges and it will be removed from my account " the same letter I forwarded the Revdex.com in an attachment with this complaint. Because the merchant refused to repair my car again and didn't stand behind there gaurantee with me in regards to such car, and my car was again broken with no transmission,and in light of AMEX sending me the letter " I will not be liable for the charge of $2551.00 I had decided to sell car in "as is condition" and I no longer have vehicle, and that is solely because AMEX said I would not be liable for repair charge ,I didnt want to go to another repair shop and might have to endure the same kind of situation so I just decided to buy another car which I did. So they have not resolved anything with me,I am going to take there letter to court if they have any other answer but that iam responsible for repair as the letter says. Amex's billing contract with Amex's cardholders is if you purchase with the Amex cards they will stand behind anything you buy if there is a defect or damage to the item you purchase with said Amex card. That is exactly what has happened in this situation. They said they are investigating as far as I am concerned the investigation is over. I am not paying a charge that I payed with the Amex card that was broken. Tell Amex to get the $2551.00 from the merchant not me. I am not paying AMEX the $2551.00 PERIOD.[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We responded to the customer via written correspondence today.

Review: When I saw my billing statement, there was a charge that I did not make in UK pound currency. I have never purchased anything from there. When I notified American Express to undo the charges for the unauthorized credit card charge, they informed me that this claim has been permanently closed. I asked them to provide me with proof of my signature of this charge but they insisted that I pay for it without any resolution to this problem. At first I thought this was an erroneous charge made by a rental car company I had used the service for but I soon realized that it was an unauthorized charge. I rented a car abroad in Frankfurt, Germany with Enterprise for 37 days for 898.21 Euros which is roughly equivalent to $1,176.39. I made a reservation through CarRentals.com and then went to pick up my vehicle. I was charged in Euros not UK pound currency. The amount being charged to me did not match my signed receipt with Enterprise. The company charging me was not CarRentals.com nor Enterprise in Frankfurt, Germany, it was a company that I had never heard of called BAL ADJ/RENTALCARSM. This company charged me $1,657.10. Somebody made unauthorized charges on my credit card using my information that I had given to Enterprise in Frankfurt, Germany and I immediately informed American Express about this. I had sent them all my receipts and confirmation number for the vehicle that I had reserved. I showed them the amount that I agreed to be charged for and that I did not know where this unauthorized charge was coming from. They insisted that I pay this charge without investigating this further. They failed to provide me any documents of the charges from the merchant and they closed this claim. I repeatedly asked them to obtain a copy of my signature on the receipt but they would not because of course there were none, I never authorized this charge. American Express closed my claim to fix this error and is insisting that I pay for a charge that I have never authorized.Desired Settlement: I want American Express to take this unauthorized charge of $1,657.10 made by BAL ADJ/RENTALCARSM from my credit card.

Business

Response:

We responded to the consumer via written correspondence today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

American Express Account Number: [redacted]

Regarding Unauthorized Charge

I have sent several letters to American Express concerning this unauthorized/erroneous charge. I have explained in the letter that I have never made reservation through rentalcars.com which charged me 1016.98 GBP (UK pounds). Also, there was an erroneous charge of $2,795.10 and $680.92 through Enterprise Autovermiet in Frankfurt, Germany. Furthermore, they charged me a fee of $302.54 for not picking up the vehicle (which was completely false, I have proof of receipt of picking up a vehicle).

I will list the problems below:

1) Enterprise charged $2,795.10 and $680.92 (reasons unknown)

2) Enterprise charged $302.54 for not picking up the vehicle (false, I have proof of receipt for picking up the vehicle that I had made reservation for through Carrentals.com)

3) Rentalcars Motomajor/TravelJigsaw charged 1016.98 GBP (UK pounds) for a car rental service but I had never made reservation through them. I only made reservation through carrentals.com (confirmation #: [redacted]) for a 37 day rental for an estimate of 823.25 EUR

4) American Express representatives closed my case without resolving this matter and left me to pay the unauthorized charges. I have asked them to obtain from the merchant proof of documents for these charges but American Express denied they were able to do this since they had closed the case.

In my previous letters to American Express, I have sent my receipt and car reservation confirmation documents. I have sent out copies of the car I have reserved through carrentals.com (not rentalcars.com) for a period of 37 days for an estimate of 823.25 EUR. This was the only car reservation that I have made and the only rental car that I have used for the 37 day period. I had picked up the vehicle that I had made reservation for at Frankfurt, Germany Airport. I also sent my copy of the receipt from Enterprise in Frankfurt, Germany which stated the date, vehicle model, and the charges made for my rental car.

When I spoke with American Express representatives, I told them my documents did not match any of these charges and that I didn’t know where these charges were coming from. The response I got from American Express was that since they closed my case, there was nothing they could do to resolve this matter. They told me I had to pay the unauthorized charges. I asked them to obtain a signed authorization receipt from the merchants but they repeatedly told me the case has been closed and they no longer were able to do anything to fix this.

Account number: [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We responded to the consumer via written correspondence today.

Review: I have enjoyed utilizing [redacted] for years, but I was recently disappointed when American Express failed to provide payment for a metrocard purchase at [redacted]'s [redacted] and [redacted] subway stations and other subway stations. The walk to Manhattan from Brooklyn via the Williamsburg Bridge was especially bad because it was my misfortune to be in need of a [redacted] during the day and before 6PM on January **, 2015.Desired Settlement: Cash Refund and Violation Compensation

Business

Response:

American Express mailed our response to the consumer today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I have not yet received a letter that American Express supposedly sent to my p.o. box]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

American Express mailed our response to the consumer at the address provided within the complaint on March **, 2015. We remailed the same response again to this address today. The consumer needs to allow 7 – 10 business days for mailing time. Thank You.

Review: Have not received my 20,0000 rewards although I filled the terms in order to get them.

In the terms of the American Express rewards agreement it states I will earn 20,000 reward points after I make $2,000 in purchases within three months. I called to verify with a customer rep and she informed me that my pending points of 21,659 would be available after 2/**/15. I noticed I didnt have any points available on 2/**/15, when I called I spoke to [redacted] and supervisor, [redacted] who now informed me my points would not be available after 3/**/15. I'm also suppose to earn double points on supermarket purchases and 20% more rewards on points but haven't earned my points.Desired Settlement: I want the rewards I've earned.

Business

Response:

American Express mailed our response to the consumer today.

Review: I signed up for the TrueEarnings Business Card and was told by the guy at [redacted] that my card would be interest free for one year and my personal [redacted] amex would also be interest free. I would receive notice in the mail when the interest rate was going to go into effect. I noticed on my bill that I had received almost 400 dollars in interest fees. I called them and they told me that the man was wrong and put me on the wrong promotion. There was nothing they could do now. My personal card is still 0 interest. I paid for a 10k dollar business trip and thought I had one year to pay it off, I ended up paying it off in January but they started charging me back interest. I never received notice that my interest rate was going to start after 6 months and I would be charged for interest in January.

Product_Or_Service: Credit

Order_Number: non

Account_Number: yes, [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the interest reversed on my card and applied back to the card.

Business

Response:

American Express mailed our response to the consumer today.

Review: Sign up bonus offered to me was "Earn 50,000 bonus miles after you use your new Card to make $1,000 in purchases within your first 3 months"

I reached the $1,000 spend within 3 months but was only given 30,000 bonus miles, instead of the 50,000 advertised. When addressing the issue with American Express customer service, they said they had their marketing team research it and my account was linked to the 30,000 miles offer, not the 50,000 and there was nothing they could do about it.Desired Settlement: I would like the 20,000 miles they have not delivered on.

Business

Response:

American Express mailed our response to the consumer today

Review: I received some JUNK MAIL from AMERICAN EXPRESS today. I have NO INTEREST in this Company, its products, or its services.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Remove my name (as shown on the previous Form - page) and address from AMERICAN EXPRESS' mailing list(s). DO NOT share or sell my name and mailing address with any other Company's. If additional mailings are scheduled within the next 90 days - UNSCHEDULE my name and address.

Business

Response:

American Express mailed our response to the consumer today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I transferred points back in Dec 2013 to Enterprise Car rental for a value of $200 Enterprise car rental Certificate . I lost the voucher I printed on my home computer , I called Customer Service and they said they could not do anything about it. I tried several times in the span of the last few months to reinstate the certificate. These points accumulated have taken me and my wife a year to compile. Surely, there has to be some recognition of good faith and flexibility to resolve something so simple. I don't think American Express wants to punish us for loosing a piece of paper. Customer Service said they could not replace a lost or stolen certificate.Desired Settlement: I read the policies, but somehow it seems inflexible .I can't find that certificate anywhere. I hope American Express can find some flexibility and reissue it. We are retired and plan on traveling as much as we can. We enjoy all the benefits of the American Express card offers us when we travel. We sure would like to be able to get our $200 voucher back. Everything is so expensive now, every little bit helps. Well, thank you for your consideration.

Business

Response:

We responded to the consumer via written correspondence today.

Review: I opened my American Express gold card in April of last year. When I opened the card, American Express used my credit information to determine if I was eligible for the card, which they found I was. An account was opened, and the card had no pre set spending limit just like they advertised. I made charges on the card in excess of $20,000 which were all paid within the billing cycle. The card was never late or carried any balances. Almost immediately after this happened, American Express contacted me to submit financial information to support my spending or my account would be closed within a matter of days. I submitted this information to them and while they didn't close the account, the imposed a spending limit of $6,300. While I am sure this is within their guidelines of something they can do, it clearly goes against why people apply for the gold card and one of its main perks which is the no pre-set spending limit. At the time that the limit was placed, I was told American Express would like me to build up my history with them and they would continue to re-evaluate the limit they have set. I asked how long of a process this would be and they said to check back in 6 months. Fast forward to now, which is a full year later, I am still stuck with the same $6,300 credit limit. I have constantly paid this card on time (actually early), and have adhered to their stated $6,300 limit. My credit score is among the top tier in the nation...something I invite them to investigate for themselves. My other credit cards provide me with limits that are anywhere from 80% - 400% more than American Express is providing. In addition, American Express charges me the largest annual fee out of all my accounts, which I feel is stupid for me to keep paying if they as a company are going to continue to show no interest in building a relationship with me. In an effort to resolve this issue before filing this report with the Revdex.com, I called American Express, specifically the financial review department and stated my concerns. The agent was less than helpful by only reading me what is obviously a pre-written script that "American Express will contact me when my account is eligible for an increase" Well, news for American Express...I am done with that. I have been a good customer of yours for a year now, double the amount of time you asked for me to wait originally. Now that your card is providing me with next to zero benefit and charging me the highest annual fee, I need someone to investigate this matter or I will have no interest to keeping this card.Desired Settlement: American Express needs to review my account and the limit that was placed on it a full year ago. A full year has passed and American Express should have now had more than enough time to review my account history that I have built with them along with what their competitors have been providing to me in terms of a much larger line of credit and once that is completed, they should be removing this spending restriction that is on my card. I am aware that no pre-set spending limit does not mean unlimited spending. I am asking for this card to be treated like the majority of all other gold cards and for American Express to honor what they advertise...in that the amount of credit they will approve adjusts over time. This entire "pre-set limit" they imposed on my account a year ago has gone without changes or updates and goes against what they advertise or promised to me especially considering my history with both their company and others which they can access in my credit file.

Business

Response:

We responded to the consumer via written correspondence today

Consumer

Response:

Attached is the document received via regular mail from American Express. The credit limit was not removed but was raised, only after I filed this complaint with the Revdex.com. Note that American Express never honored my request until I contacted the Revdex.com.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On the [redacted] of October at 8:02 in the morning,I went to purchase gas at the local [redacted]. I had already checked my account and knew I had over $30.00 in my account. Once I got there,I went inside to swipe my card with the attendant. He then told me that my card was decline due to insufficient funds. He also told me that [redacted] has the right to hold a charge of $1.25. He then said that the transaction was marked VOID. He handed me a copy of the receipt that stated the transaction was indeed Voided. I told him,okay, lets try again for $25. He re-attempted that as well and it also came back as a VOIDED transaction. I, in turn pulled out my phone, checked my Bluebird account, only to learn that [redacted] has taken and placed the remaining $28.75 in a pending status. I left [redacted] and made a call to Bluebird asking as to why the money was being held when I didn't received any gas. They told me that my money($28.75) will be refunded within 7 business days. On the 7 day, after checking my account everyday, I called Bluebird only to be told by a representative that the transaction was changed from a "pending" status to "completed".Desired Settlement: I will like my money to be refunded back to me for a transaction that was clearly marked voided. ( I have the receipt to prove that it was voided and I didn't get the gas that I wanted ) I have spent the pass couple of days talking with different agents in hope that some one could refund my money. That has not happened as of yet. Thanks to [redacted]'s actions, my account has been in the negative. I will like for this to be resolve in a timely manner.

Business

Response:

We responded to the Revdex.com consumer via written correspondence today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The company has processed a late fee of $35 on my credit card in july, while I am travelling abroad without their proper notice. As I cannot get mails during that 3.5 months and the company does not provide an email notice either, I was not noticed about the small bill charged on my card. While I randomly checked the online account later and paid the bill immediately just with a few days late. I called customer service and explained the situation in very detail, but the account manager is quite rude and refused to re-fund disregard my long history as a good customer. While the other banks would re-fund it. I felt the customer service is dishonest about the reasons why they cannot refund it. The company should also provide email notices about the bill as the other credit card companies (such as citibank and chase bank) do so.Desired Settlement: Refund $35 late fee to my account. Reset the ridiculously high interest rate back to normal.

Business

Response:

We responded to the consumer via written correspondence today October *, 2013.

Review: I called AMEX to discuss options for difficultly making a payment this summer. I suggested what I could pay but that offer was declined and I was transferred to someone to enroll in a special 'program' which would allow me to enroll in an "alternative payment option" provided I temporarily suspended the card and other cardholder benefits.

Though disclosures were read aloud to me, the specific disclosure concerning reporting to credit agencies IS MISLEADING. The agreement was made verbally, so miscommunication is inevitable. AMEX refuses to accept that the verbal disclosure is inadequate.

The agreement was to enter new terms to pay a portion of my balance due each month for 12 months-- as opposed to paying the entire amount at once that month.

The disclosure, read verbally, states (paraphrasing) that "If your account becomes delinquent, the delinquency will be reported to the credit bureaus..."

My problem is that the above disclosure is NOT CLEAR as to whether they were referring to the new terms or the original terms-- and that makes all the difference as to whether I would have consented to this "program". I was left to believe that the "IF YOUR ACCOUNT BECOMES DELINQUENT..." portion refers to the new "alternative payment option" that we were agreeing on the phone. A reasonable person would have never signed up for a "program" that still damaged their credit-- I would have found another way to pay in full or just not entered any agreement at all until I made other arrangements to pay in full.

I was also advised to ignore any statements or billing correspondence since I was enrolled in the program (as the usual terms would not apply).

It's really not a program at all -- as it does nothing for me, and only protects AMEX. They should not be allowed to subject a cardholder to two sets of terms at one time. My efforts to escalate the issue (offering to pay in full provided they remove me from the program and remove the delinquency that was reported on these pretenses) were rudely declined and I was advised to 'get a subpoena' by a manager there--- so much for the superior service and support they claim.Desired Settlement: I would like for the delinquency to be removed from my credit reports, provided I pay my minimum payment due (proceeding as if I never enrolled in this agreement), and for the disclosure to be corrected/clarified for future cardholders. The new terms should also be written on the cardholder's monthly statement.

Business

Response:

American Express mailed our response to the consumer today.