American Express Company

Review: American Express has allowed a fraudulent $9900 payment go through on my checking account three times. I am not a customer of American Express and will never be a customer of American Express. The fraud department assured me that when I filed a claim, they would speak to the billing department so the payment would not be retried. I gave them my bank account information and the amount ($9900) to prevent this to be repaid. For two weeks in a row, the billing department has retried to process the payment. This is outrageous and has severely inconvenienced me, now putting my checking account in overdraft three times. They are penalizing an innocent person as opposed to going after the card owner who is attempting fraudulent payments on another person's checking account.Desired Settlement: I want this to be settled and for the offending AMEX card owner to be penalized.

Business

Response:

American Express mailed our response to the consumer today

Review: My problem stems from the fact I was lied to several times to, which might end up costing my ability to make an American Serve Account again. Let me start from the beginning, when I first called after making a few purchases of not getting my RP, they told me to wait a week or so, that it may take awhile for my RP to get to the account. After a week, I called again and they told me I should have gotten it, yet they told me they'll tell the higher ups about it and it should come. After, nothing came and I called again in which they told me the exact same thing. I was quite frustrated why I wasn't getting my RP as said. I have a League of Legends account and Credit Card. Finally after few times of calling over the past 5-6 months, I totally forgot it. Having not getting my RP and the account it just phased me Sadly as of 8/**/2014, they declared my account was going to be closed cause of not up keeping the account. Therefore, I called again to see why after all this time, I STILL never got my RP. I got on the call with a representative and I had to make my way up to a manager for her to rudely tell me I never had a connected account with League of Legends. That I should've gotten my RP immediately. So I found out that everyone else lied to me before about my getting my RP eventually. They also either didn't see my account wasn't connect to a League of Legends account or they were blind. This was frustrating, money spent for nothing, I could've used that money for RP or on my credit card to get miles, but now it's just wasted purchases. Now to bring back to what I said in the beginning regarding my ability to probably not make an account again. Now that my account has been locked cause of not up keeping, I may not have the ability to make another account or yet get my account activated again. The website obviously failed to inform me of my account not connected to me League account or the Customer Service representative failing to tell me valuable information that would've led me to actually get RP, such as end that account and to make another with it being connected. This is also weird cause I never knew of American Serve, I found out AS through the Riots twitch channel commercials. That's how I signed up, yet they're telling me my account isn't associated with a League of Legends account. Wow. How did that happen?

In the end, I never got RP and lost few hundred dollars. All I wanted was RP, in hindsight I probably should've just spent that money on RP. As of now, I'm waiting to see if they can reactivate my account so I can I guess close it to make a new account. I'll probably have to spend more money just to do that. I probably won't make another account, but I just want them to fix their horrible website and customer service so more people don't get scammed of spending money or transferring money to an American Serve card with absolutely NO benefits without RP.

It would've been so much easier if within the FIRST week of signing up, they could've told me my account wasn't connected to League of Legends. But nope.Desired Settlement: I HIGHLY doubt they can do this, but if I can get my RP purchased transferred to a right account, that would be amazing. Hypothetically, if my account can get re-activated and closed properly I imagine instead of locked, then I make a new account, would I be able to have those purchased I made be transferred to the new account.

Business

Response:

American Express mailed our response to the consumer today.

Review: Me and my wife [redacted] are AMEX members for an extremely long time. Just a couple of months ago AMEX has reduced our credit limits to a point where we would be maxed out in our accounts. We have contacted AMEX and they have requested documentation to prove income, assets and we have sent these. AMEX reviewed and declined to bring our limits back to the normal. This is affecting us a lot as our scores have dropped almost 100 points due to this factor. We are also going thru a short sale in our home in New York. I had to move down to North Carolina for work reasons and our house lost 120K of its value, the bank agreed to a short sale and we have been following their instructions. We have never missed a payment on any credit card, auto loan, home loan, never. We think it is unfair for AMEX to punish such good customers as us and we are seeking assistance from the Revdex.com to get this situation sorted out. No other credit card we have has done this ever. AMEX keeps doing from time to time.

We are attaching the letter requested by AMEX to this complaint.Desired Settlement: We would like to have our limits restored to their original amounts.

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:

I have received the business response via mail. I still do not agree the way it was responded and handled, therefore I do request my credit limits to be restored to the original ones. If this is still not resolved via this channel, I would be ending up my relationship of many years with American Express. I have provided proof of all my income sources and that should be sufficient for you to see my net worth. I do also have many years with a great history with AMEX, there is absolutely no reason whatsoever for you to reduce my credit limits.

Sincerely,

Business

Response:

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

Review: All the pain I had to go through to get AMEX gift cards worth $2,850.00 delivered on time. I have been a GOOD STANDING customer with AMEX for 20yrs & the way I was treated was just not fair. The WORST customer service EVER!

The end result, NO GIFT CARDS and AMEX charged me TWICE for the exact same amount!!!!!

Outlined below is my SAGA with AMEX step-by-step:

September **, 2015 @ 9:00 AM CDT: I Ordered Amex Gift Cards worth $2,850 (** gift cards), which were available to ship in 1 Day. The cards were NOT custom and hence the expectation was that they would be shipped on September **. I Paid $15.95 for NEXT DAY SHIPPING so I could have the cards on September **, 2015

September **, 2015 @ 10:00 AM CDT: After placing the order, I called AMEX gift cards as a follow up ad to verify the order. The Agent on the call said, your order has been received and will be shipped today i.e. September **. I requested for tracking information but was told it was unavailable at this time.

September **, 2015 @ 1:00 PM CDT: I called AMEX gift cards to see if a tracking number has been generated and if they could provide me with the tracking information and explained how crucial it is for me to have the cards no later than September **. I was rest assured and was told that there I should not worry and I will have it before 10:30am on September **.

September **, 2015 @ 10:00 AM CDT: I called AMEX gift cards AGAIN requesting tracking. At this time I was provided with an [redacted] tracking number and was told this is shipped via next day air and I should have the package before 10:30am on September **.

September **, 2015 @ 10:30 AM CDT: I called AMEX explaining that the tracking information is not being recognized by [redacted] and wanted to verify the tracking number. I verified the tracking number (I had the right tracking number noted). So I asked they why was I not able to pull up this information on [redacted]. I was told it will take some time to reflect on the [redacted] system.

September **, 2015 @ 1:00 PM CDT: I tried to track the package on [redacted].com, there was still no information available.

September **, 2015 @ 9:00 PM CDT: Tried to track it again on [redacted].com. Hala LU YA!!! Package information is now available on the [redacted] website.

BUT WAIT!!!! I was not sure if I was reading the information correctly. The website said that the estimated delivery date is Monday September **, 2015 and not Saturday, September **. At this time it was too late for me to call anyone and I was exhausted with all the back and forth with AMEX. So I decided to call AMEX the next day.

September **, 2015 @ 11:30 AM CDT: FRUSTRATED with this whole thing, I called AMEX gift card again to clarify what I was seeing on the [redacted] website. The call was answered at a call center in India and I was told that I would get the card on Monday. DUH!!

I told this agent, I requested overnight shipping and I have paid additional money to ensure that I get the package on September **. I asked it they could contact [redacted] to get the package to the destination as the package is already sitting in Chicago, IL. I tried explaining how important it was for me to get the parcel today and there is a function at which I need to hand these gift cards out at. The agent repeatedly said nothing can be done and that I should have the package on Monday. I requested to speak to the supervisor.

After 20 minutes of wait, Amy (the supervisor) came on the line and said, “Mam, you will receive your package on Monday. Frustrated with this whole situation, I said please cancel my order. She put me on a brief hold and came back on the line after 5 mins and said, “Mam, your order is cancelled and you will receive your credit in 15 days”. I was dumbstruck!!!! After taking a deep breath, I said, Okay, can you please send me an email confirmation with the same. The response I got was even more shocking. I was told, “Sorry Mam, it is against our policy to send an email”. I was not sure how to respond to this. I asked, so what guarantee I have that you have 1) cancelled my order, and, 2) I will get my money back. She said, I cannot send you any email, is there anything else I can do for you? I said, please let me know to your manager, I don’t care about your policy. I need some confirmation that I will get my money back.

After waiting for another 15 mins, the manager (Mark – Manager for Gift Cards) comes on line and starts the conversation (being very rude I must say), you are on a recorded line. As Amy mentioned your order has been cancelled and you will get the credit in 15 days. I asked him if I could get a copy of the cancelation? He said NO.

I asked him, if he mentioned this a recorded line and if I could get a copy of this recording?

He asked back (very politely), are you recording our conversation, I said, NO – I am not recording this conversation. All I am asking is for the recording of this conversation because you said that this is a recorded line.

Out of curiosity, I asked him, why if I am recording this call, are you going to be nice to me and be a little empathetic? He said NO, if you are recording this line then this conversation is over!

I said, I am not recording the line, I am requesting a copy of the recorded line that you told me you are recording. He said, Mam, Amy has processed your cancelation and you will have your credit in 15 days.

I told him, I understand Amy has cancelled my order, all I need is an email confirmation, could you please send me that. He said NO and continued to add, there is nothing I can do. I asked, could you please give me your First and Last Name. He said my name is Mark, I asked him for the last name, he said, I cannot disclose that information. I said which location is your customer service center based out of? He said India. I said, Mark, you have been very helpful. Thank you and hung up the phone!!!

This call lasted about 1hr 15mins.

September **, 2015 @ 1:15 PM CDT: More disbelief!

GOT CHARGED TWICE FOR THE CARDS. So not only did I not get the gift cards, I got charged twice!!

The $2,865.95 reflects the $15.95 paid additional for OVERNIGHT SHIPPING!

September **, 2015 @ 3:30 PM CDT:

I called AMEX card services (this time connected to Philippines customer service center) and explained the whole situation and all that had happened. And still no resolve.

All the embracement, the mental torture, and all the time and effort were so not required. I just don’t understand how AMEX can treat customers the way they do.

I will wait and see what steps AMEX will be taking to resolve this issue!!

Thanks!Desired Settlement: Firstly - AMEX needs to reverse both the charges that were charged.

Second - I cannot believe that a company can have a policy saying that they don't send emails to customers regarding cancellation of orders. This is something that they need to resolve.

Third - Provide better customer service

Fourth - when I asked if I can open a complaint with them and get a complaint number so I don't have to repeat everything every time I call, they said they don't have such system. Maybe they should be looking into this.

I can go on and on giving suggestions - but I will wait to see what AMEX does for me.

Business

Response:

American Express mailed our response to the consumer today.

Review: I have been a member of American Express Gold Delta Card since February of 2009. After each year of membership American Express has issued me with a certificate for a $99 companion ticket. My wife and I were attempting to book a flight a few days ago when we realized that I had not been sent my certificate. I called American Express to find out the number so that I could book and the woman I was speaking with, whose name I do not recall, told me that it was on the November 2012 statement. I pulled out the statement and there was no such thing. She then told me it was an email, so I checked my emails from AmEx for November and nothing. When I asked her if she could just tell me the number she cleared up that what I was looking for was actually a notice that they were no longer offering the companion ticket as of Januray **, 2013. She said she could upgrade me to platinum for free and with no credit check, since I was preapproved, along with the SCRA staying in place, but I would not get a companion ticket for some time. Since I knew that I will no longer get companion tickets in the future I agreed to upgrade. She told me I could call Delta and ask if they could somehow expedite the companion ticket. After hanging up I realized that I had not received adequate information regarding why I would not be receiving a companion ticket since the majority of the year had already occurred for me to earn it. I called back and spoke with a man named [redacted] who repeatedly asked me what he wanted me to do because he was powerless in the situation. I asked where I could find the information saying that the ticket was no longer offered and he too said in the November statement. He mentioned that he would take notes but he couldn't do anything for us and maybe we would hear something back. After this we decided to call Delta. The representative at Delta reiterated how AmEx had ended the companion ticket and also stated that Delta has no power over these companion tickets and therefore cannot expedite anything. She looked into my account just to see if there was a companion ticket on file and confirmed that there wasn't and that in previous years it had been historically put in with Delta February *. With this news I realized that we were 361 days into the year for which we would have received the companion ticket for if the program did not "end" on January **. After this we became aware that anyone that had applied for the card on January **, 2013 would receive a companion ticket when they hit their year mark. So, although I had essentially completed the year that it takes to earn a ticket they ended that benefit for me (and other loyal customers)but offered it to someone that applied the day before the programs end; therefore not actually ending the program. At this point I decided that I'd call AmEx back. I spoke to a woman and after telling us that those that applied on January **, 2013 would not get a ticket she retracted and confirmed that they would. I asked to speak to her supervisor and was directed to a woman named [redacted]. She spoke with both me and my wife and continued to say that no one could issue a ticket in the whole company. My wife asked to speak to her supervisor and [redacted] told us her manager, Blanche would call my wife back on Monday (today) by noon EST. We just received the phone call from [redacted] of AmEx just now at 12:39 PST in which my wife was notified that the conversation was being recorded. [redacted] told my wife that they have filed the complaint and may hear back in 1-2 billing cycles. When my wife asked her why members can apply on January ** and receive their companion ticket she answered that it is a courtesy because they were told that they would. Old customers are not treated with this same courtesy apparently. [redacted] also pointed out that the membership agreement says that they can change the terms whenever they want, etc. but I think most people know that these companies all require that in their "agreement" but it doesn't change the questionable ethicality of this situation. We have looked through all emails and bills and have not found any notification. However, it appears that we did not receive our December statement, this being the bill that the last woman had decided the notification was in. What we did find was every other bill and email since I opened my account with AmEx and this includes an email dated August **, 2012 thanking me for redeeming last years companion certificate. This email reads: "You've redeemed your annual Companion Certificate. With additional flight options and the flexibility to redeem your Companion Certificate online, your Card is more valuable than ever before. Plus, each year of your Cardmembership, we'll thank you with another Companion Certificate." So as you can see, similar to the new customers, I was also told that I would be receiving a companion ticket. Ironically, months later they allegedly informed all Gold Card members that they wouldn't even be receiving the ticket for which they had earned if their anniversary were on January ** (or later). This is bad business. If you are going to cancel a benefit which members have already begun earning then you should allow for them to earn the last benefit so that they are aware that they will not be earning a new one come the next year. In our case we missed out by days and were allegedly notified only a couple of months prior that we would not receive our ticket. On top of that the program is still valid for anyone who signed up January **, 2013 but members that would have received their ticket the following day get nothing. I use the term "Earn" in this because that is the term that AmEx has used every year they have given me a companion certificate. The following is taken directly off of the letter they send out: "It's our way of saying "thank you," "congratulations," and "bon voyage."" "Dear Gold Delta Skymiles Credit Cardmember: To show our appreciation for your continued membership, we're pleased to tell you that you've earned your annual Gold Delta Skymiles Domestic Companion Certificate..." Their words not ours. We earned it, we were told in August we would receive it again and we were virtually finished with our subsequent year when they allegedly informed us that we weren't going to get it again. I am also happy to supply any of the emails or letters that I have quoted if necessary.Desired Settlement: We would like our companion ticket and believe that everyone that was due a companion ticket between January **, 2013 and January**, 2013 should receive one last one with the knowledge that it is the end of the program. That way there is a clear and fair end to the program and old customers are treated with the same courtesy as the new customers.

Business

Response:

We responded to the consumer via written correspondence today. 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 has failed to recognize the poor decision that was made to discontinue companion tickets for current customers while still offering a companion ticket to new customers. This is why I wrote to the Revdex.com, not so that AE can explain to me the obvious term of agreement that every company like AE has; that they may change the terms whenever they want to. The lack of acknowledgement that it is a poor business decision is not surprising, however. As stated previously, IF American Express was going to offer a companion ticket for new members that signed up for Delta Gold as of January **, 2013 they should have made an end date for the program of January **, 2014 as to be fair to both the new and the existing customers.

In the letter that American Express sent they did not provide any explanation beyond what I was already aware of. Simply put, American Express sees no fault in informing me that I would get another companion ticket in 6 months and then allegedly informing me 3-4 months later that they decided I wouldn't. This despite my wife's conversation with the supervisor that explained to her that new customers would get one out of "courtesy" because "they were told they would" similar to how I was told I would but I wasn't offered that courtesy.

I stand firm in my belief that in order to BETTER their business American Express should offer a companion ticket to all existing customers that were due for one between January **, 2013 and January **, 2014. I do not question American Express' right to "change the term[s] at [their] discretion" I question the quality of their business practice that leads them to believe that this decision was a well made decision opposed to giving fair notice of one last companion ticket.

Business response REJECTED.

Review: In December, 2013, I was researching credit card offers that would make the most sense to my now-wife and I, for consolidating our wedding and honeymoon charges. I have held an American Express Blue Cash card since 2003, and called American Express to explore the possibility of a card upgrade. During that initial call, the American Express representative noted that I was eligible for an upgrade to their Platinum Card, along with a promotion for American Express Membership Rewards bonus points to be credited to my account on the condition that I spend a pre-determined amount within the first three months of activating the card. I thanked her, confirmed with her that the offer would still be available to me if I called back to accept the offer, and told her I would consider it and call back if I were to accept it. After further research, and considering the benefits of the Platinum Card in light of the bonus points offer, I called back on or about December **, 2013, reconfirmed with a second American Express representative that bonus points on the previously described terms would be applied to my account, and accepted the offer of the card and accompanying bonus points. The card arrived, I started using it as planned, and on the evening of January *, 2014, I again called customer service to make sure I perfectly understood the terms of the bonus points offer. The American Express representative on this third call, identifying herself as [redacted], clearly indicated that she had a record of my being offered and accepting one hundred thousand (100,000) bonus points, on the condition that I spend three-thousand dollars ($3,000) within ninety-two (92) days of receiving my Platinum Card. After meeting the spending threshold before the deadline, I waited to be credited the bonus points I was owed. I have since attempted to resolve this issue directly with American Express, and have been continuously denied relief.Desired Settlement: The promised 100,000 points to my American Express Membership Rewards account.

Business

Response:

American Express mailed our response to the consumer today

Review: I called the American Express headquarters to address at [redacted] to address a complaint that I had with customer service and the non English speaking reps. I was cursed at serveral times. I had a rep from the direct corporate number [redacted] answer the phone can tell me " [redacted] I also had a rep tell me that I was [redacted] and to bring my [redacted] to Brooklyn. I have several recorded phone calls to prove this type of abuse from the reps. I only called because I was unable to use the American express card due to merchants not accepting the card. so I would have to go to the atm and withdraw cash causing me to pay atm fee's. I needed to pay my rent, car payment, insurance, and another utility bill but they did not take American express. I was left unable to pay my bills. I have a list of numbers I called within the company and they were unable to assist me.Desired Settlement: I want a refund for all of the atm and withdrawal fee's I incurred and I also want a letter and phone call from the ceo of the company in regards to the poor customer service.

Business

Response:

American Express mailed our response to the consumer today

Business

Response:

We mailed our response to the consumer on March *, 2016 to the address provided. If the consumer has additional questions, she may contact Customer Service 24/7 at ###-###-####.

Review: I signed up for an American Express credit card by phone for an offer I received in the mail. The offer stated that I would receive 50,000 [redacted] if I made $1,000 in qualifying purchases in the first three months of my card membership. After making the required minimum purchase amount, I was only awarded 30,000 [redacted] (a $200 value difference) which was a separate offer from American Express that I also had received in the mail. This offer only required $500 in qualifying purchases. I made a total of three calls to American Express, and I was told that I would receive a call back from customer service after each of the first two calls. I received no phone calls from American Express. Upon my third call, I was told that an investigation was made regarding my case, and that the phone recording of my initial sign up indicated that I had agreed to sign up under the 30,000 [redacted] offer. However, when I asked to hear the recording, American Express refused citing that those phone calls were only made available under force of supena. This essentially leaves the dispute in a "my word against their's" status since I have no way of verifying that what American Express is telling me is truth, and I firmly believe that I signed up for the larger amount of [redacted].Desired Settlement: I would like third party confirmation that American Express has a recording of my initial sign up phone call that proves I only agreed to 30,000 [redacted]. If this third party review of the recording reveals I agreed to 50,000 [redacted], then I would like to see my account credited with the additional 20,000 [redacted] or a $200 adjustment to the balance on my American Express credit card account.

Business

Response:

We responded to the consumer via written correspondence today.

Review: In a September e-mail exchange with an AmEx rep (Adjoa B[redacted]) I was told that despite not seeing the promotion on the website, if I signed up I would receive 100,000 points as part of a sign-up promotion. I did so, and when subsequent e-mails revealed that Ms. Boateng was mistaken, cancelled the card request (several hours later). I was told by the AmEx rep that helped me cancel that when the promo actually did come up, that I would not show as a "first-time customer" and therefore would need to call in order to get the points. Eventually, the promo did come up - 10,000 points for signing up and 125,000 points for spending $3k in the first 3 months. I signed up and spent the $3k in the first month or so. I placed several calls subsequent to passing the $3k threshold to check on the points situation, and every time was told that I would get the points and not to worry and to keep using the card.

After several months of waiting, I was told a formal investigation would be opened, but that I would definitely be getting the points at the conclusion of the investigation. I placed numerous calls during this time period, and was told that I would receive a legal document in the mail with a final resolution to the problem. The legal document never came, so I called again the week of [redacted]. I was told that the supervisor handling the case had changed jobs and I had been lost in the shuffle, but that I would receive a call from the supervisor handling the case no later than [redacted]. I told them I was skeptical given that this was approaching 10 calls, each with different answers and no resolution, but was assured I would get the points that week. On [redacted] I called again because I never received the promised call. This time I was told that the investigation would take another 25 days or so, and that there was nothing else they could do for me.

At this point, the problem has persisted for nearly 5 months. I have wasted several hours of my time on what feels like nearly a dozen phone calls. Each call has had a different promised resolution, although all of them positive. Everyone I have spoken with has been pleasant, none have been helpful or seemingly truthful. The entire situation started because I was lied to about a promotion, and then lied to about the resolution process. I have continued using the AmEx because I have been promised a solution. I have also had to pay out of pocket for expenses that I had planned on using the points I was promised to purchase, which was a huge reason I signed up in the first place. There is no reasonable way I should be expected to go through this much effort and wait for this long for resolution. I am happy to produce the e-mail transcripts and a screenshot of the promotional offer is necessary.Desired Settlement: I would like what I am owed (135,000 points) immediately and I would like additional points to compensate me for the ridiculous lengths that I have been forced to go to in order to resolve this issue.

Business

Response:

American Express mailed our response to the consumer today.

Review: I am currently in the Debt Management program with American Express. Our debt management program submitted a proposal to AMEX indicating a lower % rate and equal payments for 5 years to payoff the balance. Proposal was sent several times. AMEX had asked if any other creditors accepted our proposal. The debt management company checked the box "yes". For some reason, AMEX computer systems cannot read that and now our proposal is "stuck" in AMEX system somewhere waiting for someone to "fix" or "approve". This has been going on for three months. I have called AMEX and AMEX's debt managements people, called the NCO. Neither of them can give me answers and all they tell me to do is wait and that this is an AMEX internal issue. No one was able/willing to help. We have been a customer for 10+ years and had never had any issues with paying our bill. We were late ONCE, because of a name error and the debt management company did not send out payment out on time and our interest rate is now at 27%. I guess at 27% interest rate that we are paying, why should AMEX rush to get this resolved? I've been told that this is a common issue, but it does not take three months to solve and they do not have a definite time frame for me. I cannot afford to make this 27% interest payments and will not be able to make payment much longer if this keeps us. This is a reason why we chose the debt management program, to help us get out of debt and not into further debt.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to know why the proposal is still "stuck" in the AMEX system. As long as this proposal is "stuck", we cannot be accepted into the debt management program with lower interest rate. I would like to get accepted or know when I would get accepted into the program. I would also like these interest rates from July 2014, onwards, to be applied to my future payments. I truly hope to get this resolved asap because I do not believe I will

Business

Response:

American Express mailed our response to the consumer today.

Our American Express Horror Story

My spouse [redacted] has had an American Express Gold Card for 3 Years. He has been a loyal reliable customer and has always touted American Express’s focus on customer service and protection. Lately however, our nightmare experience with their fraud and insurance department is making us regret ever having this card.

We are currently living abroad in St Maarten, Netherlands Antilles, until the end of the month, and we rent a car regularly using the AMEX, namely because of the renters insurance, and we were told by AMEX to decline the car rental insurance because AMEX has us covered.

Well, in July we had the gross misfortune of the car we had rented being stolen, and right away we called Amex to explain to them to put in a claim and to prevent any charges from the rental company to clear because there was no sign of forced entry and it is a common practice on this island for car rental places to steal their own cars to charge up the insurance. This is where our problems began. We were told to file a claim with the fraud department and the insurance department. The fraud department said that they couldn’t do anything with the claim because it was a legitimate charge, and to seek to be compensated through the insurance department.

THIS IS THE WORST INSURANCE DEPARTMENT ON THE PLANET.

We were then sent to retrieve all manner of paperwork from the Car rental place, we were told that this claim that we filed in July would be resolved by September, and after having confirmed in August that all the paperwork they requested had been sent, we called in September to figure out the status of the claim. To our absolute horror and dismay, AMEX decided to close the claim without telling us because apparently they needed a few more things and neglected to tell us so. Mind you [redacted] had been calling their offices multiple times a week to confirm everything needed was there\. So they just closed the claim. We had to then reopen it and start the whole process again. Anytime we speak to a customer service agent they tell us a completely different story in terms of where we are in the insurance process. One person reassures us that we have everything and we are just waiting on Her Royal Queen of Incompetence Margaret G[redacted] to get back to us. Another person says we need x,y,z papers. They all tell us to get in touch with our case manager, Margaret G[redacted], who apparently is never in her office during business hours and has given us no information as to when this will be over.

What kind of “Insurance” is this? We pay our membership fees to be protected and instead of expediting a return of our funds to our card, you give us a run around and have my spouse running around the island walking into offices demanding all manner of obscure paperwork, DOING YOUR JOB, since the car rental place has told us multiple times that AMEX has not been in touch with them like most other card companies, and if AMEX just communicated what they needed directly to the car rental place, they would have their things much faster than my spouse having to take off work and take multiple buses to the car place for fear of running into another situation like this with a rental.

SHAME ON YOU AMEX. We deserve better than this. Im currently searching for a way to file a formal complaint, because this is a disgrace.

Review: I got a refund for an engagement ring and pearl earrings amounting to almost thirteen thousand dollars and amex will not give me this refund. The woman I left behind in Romania 38 years ago came back into my life recently and we spend part of July and August together. We went to Key West together where I proposed to her but it was not meant to be so I returned the engagement ring to Tiffany's and a pair of pearl earrings to a jeweler in my neighbourhood and both those businesses refunded my money to the penny. The problem is that after many phone calls and complaints to managers and supervisors Amex is not releasing the money back to me.Desired Settlement: This refund belongs to me and not American Express and I want my money now ! Imagine if the situation was reversed and I owed them almost thirteenthousand dollars....

Business

Response:

We responded to the customer via written correspondence today.

Review: I dispute charges from [redacted], I provided all the documents they asked for, I prove the contract's cancelation from [redacted], and American Express didn't recognized all 28 pages proving the contract was already cancelled. They denied me to speak with someone from dispute department. Total partial to [redacted]. I feel I had my customer right violated.

Product_Or_Service: [redacted] advertisement

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the dispute on my favor, I have all the documents proving the contract was already cancelled and [redacted] was still charging my credit card.

Business

Response:

We responded to the consumer via written correspondence today.

Review: My American Express Card was a Costco True Earning Card.

Unfortunately, my husband and I were forced due to his business issues to file bankruptcy last year. At that time I owed American Express just over $300.00 which I paid by mailing them a check. I have had the card since 1992 and have never had a late payment of any kind. After paying the amount owed, I expected to receive my yearly rebate which at that time was $95.76.

American Express is saying they will not give me my rebate.Desired Settlement: I would like them to issue the rebate that I had earned at the time I paid the last amount owed.

Business

Response:

- we responded to the customer via written correspondence today

Review: I am new to the USA. I have recently built a credit history strong enough to apply for non-secured credit cards. I researched the one that seemed to be most suitable for my family and our spending habits. This was Amex, and they have continually failed to provide my wife's spousal credit card, even after 3 or more follow up phone calls attempting to resolve this issue. Their delays have cost me the rewards income that should be earned from purchases made with a rewards card.

I claim that American Express personal credit cards provides such terrible customer service that they are considered by me to be negligent and/or an incompetent division of American Express. My last call to them was on 9/*/2014 and I spoke to [redacted] (claims her title is supervisor), after giving up on her I then asked to speak to a manager. At that point I spoke to [redacted] (claims her title is supervisor, same title as [redacted], but she is [redacted]'s supervisor) who takes over the call. I explain clearly that I expect financial compensation for the trouble, my time wasted talking to them, and the loss off opportunity to earn rewards on my wife's card. She almost immediately hangs up and makes no attempt to call me back. She could have called me back because she had my profile open on her computer.Desired Settlement: I want Amex to make this right or I will contact my free employer provided attorney to negotiate a suitable exit from this relationship. I want to make it clear that this complaint is strictly limited to my personal American Express Preferred Card ([redacted]). Any other accounts that my employer has with Amex that may be in my name should be excluded from this complaint about American Express personal credit.

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:

They have provided no reponse. They claim to have mailed something to my home. I am on vacation and unable to read it. They should respond in this forum.

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 on November **, 2014 and we remailed the response on December **, 2014. The address we mailed both responses to is the address that was provided to American Express in the Revdex.com complaint document. Thank You

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:

This message is to the Revdex.com. Please close this case as the business did not provide a resolution. They will clearly send a response every time there is an update. It is time for the Revdex.com to decide if AMEX has executed professional business practices or not.I paid for a credit card that gives rewards. The fee also included a card for my wife. I am a new immigrant so I may not apply to many credit companies, so I trusted AMEX to deliver what I paid for. They have not delivered what I paid for and they have indicated that they will do nothing further.I have been without a spousal card for the first 7 months. They fought me on this every step of the way as outlined in this thread. I finally have the card, but I have lost anyways. It is a simple economics principle called opportunity cost. I paid for this card in order to gain the opportunity to offset that fee with rewards. Their unprofessional support and negligence has cost me the opportunity of 7 months worth of rewards for my wife. She has been using a debit card earning zero rewards.I want the Revdex.com to rule on this case and close it in their favor or in mine. [redacted]

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

Sincerely,

Review: I have American Express Serve card associated with email [redacted]. I received email from American Express on 09/**/14 stating the following:

"How To Set Up Direct Deposit:

1. Log In to your Account to get your Routing and Account number.

2. Choose the amount you want automatically added to your Account.

3. Provide this information to your employer's payroll department or government benefits provider.

PLUS for a limited time, enroll in Direct Deposit to get a $50 Account credit after you receive your second Direct Deposit of $250 or more1."

So I made 2 direct deposits of $250 on 10/**/14 and 10/**/14, but never received $50 bonus.

I contacted Serve Customer Service on 11/**/14 and they told me that this promotion was good only until 09/**/14 that's why I have not received a bonus.

But their advertisement has never mentioned that this promotion was good only until 09/**/14 and it was emailed to me on 09/**/14, so basically it's not possible

to make 2 direct deposits within 2 days from receiving this email.

I would expect American Express to honor their promotion and issue $50 credit.Desired Settlement: I would expect American Express to honor their promotion and issue $50 credit.

Business

Response:

American Express mailed our response to the consumer today.

Review: Early November of 2015 I received a letter and application from Delta Skymiles American Express (see the attached). As you can see, the letter was addressed directly to me, had listed my Skymiles number and had a personal "RSVP Code". The advertising letter stated that if I applied for this card, I would SPECIFICALLY get 50,000 Delta bonus Miles if I spent $1000 within the first 3 months of card membership. It also stated that I would receive a $50 statement credit after I made a Delta Card purchase within the first 3 months. On or about November 13th, 2015 I called the number on the letter and spoke to a CSR named Julianna in order to apply for the card. Julianna asked me for my RSVP number. She explained all the benefits I would receive which included the stated above benefits. Before final approval by me to accept the authorized on the phone for the card, I SPECIFICALLY asked Julianna if I would be receiving the 50,000 bonus miles with this new card if I spent $1,000 with in the first 3 months and she DEFINITELY stated "[redacted]".

I received the card and purchased and paid for over $1000 on my card within the first 3 months. By 3-**-2016 I had still not received any of the promised bonus miles let alone the $50 credit. So I called Delta AMEX card # on the card and asked where my bonus miles were? I spoke to a CSR named Neha (Operator [redacted]). Neha, apologized for the mix up and stated she would definitely get me my deserved 50,000 bonus Skymiles and as an addition for my troubles she would also get me an additional 2,000 extra bonus miles. She told me to wait 7-10 days and she would call me back when completed. I never heard back from her.

On 4-*-2016 I found "Live Chat" on AMEX website after enrolling on the website. I spoke via Live Chat to CSR Myra. I have documented the typed conversation. After explaining to her that I have not received my bonus miles of 50,000 nor 2,000 promised by Neha, Myra informed me that the reason was because I was a "previous card holder" and because of that, I was not eligible to receive what AMEX had clearly offered me. I was totally floored. NO ONE at any point had ever told me this in my process of communicating with CSR's at AMEX.

I explained to her that I had received a letter from AMEX and Delta specifically telling me that I would get these benefits. The letter EVEN showed me how many bonus miles I had and specifically how many Skymiles I would have if I got the card and followed the rules (128,433). Neither the letter nor the application mentioned anything about not getting my bonus if I had been a previous card holder. I explained that when I called to apply and talked to CSR Julianna, she specifically told me I would get the miles and NEVER said anything about "[redacted]". I also, explained to her that the CSR Neha that I talked to on 3-**-2016 said I definitely should get the bonus miles, even apologized and also NEVER stated [redacted]

SO, Myra (on Live Chat) turned me over to her supervisor "Amy". Amy sputtered the same company book speech. Neither of them listened to me and my explanation.

My complaint is two fold: First, I was mailed a letter specifically identifying me and the benefits that would be given to me. Upon acting on the promises outlined in the letter and fulfilling the requirements, I should be given what was promised. I did not solicit the letter, card or promises. I was never told when applying by phone that I would not receive the benefits and was even told by the CSR I would indeed get the benefits offered based on the $1000 in 3 months. The letter even gave me a total for how many points I would have if I got the card.

Second; If AMEX is denying my promised benefits based on the fact that they "KNOW ME" because I was a prior card holder, then WHY DIDN'T THEY KNOW ME ENOUGH NOT TO SEND ME THIS CLEARLY IDENTIFYING LETTER WITH THESE PROMISES??? Further, WHY DIDN'T THE CSR's JULIANNA AND NEHA (that have my records on their computer screen right in front of them) TELL ME TO BEGIN WITH THAT I DO NOT QUALIFY FOR THE BONUSES??? If AMEX is going to deny me my bonuses based on me being a prior customer then why wouldn't I be told this by the CSR's viewing my records. Why did I get the letter promising me benefits in the first place? If you "know me"???Desired Settlement: AMEX delivers on their promise (via letter and CSR's) to give me my 50,000 bonus Skymiles, plus the 2,000 promised me by CSR Neha and give me my $50 statement credit.

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:

American Express's response is no surprise. It is truly sad that a corporation can get so big that they don't care whether they cheat one person or not because they know there are so many customers out there that they don't have to care anymore. My complaint was totally valid and American Express choose to ignore my substantially valid points. American Express's argument was that buried somewhere in very small fine print, they state that if you obtained an American Express Delta card at somewhere in your past, then you are not eligible for the benefits that advertise and promise to you in the future. As I mentioned in my initial complaint, American Express and DELTA sent me personally labelled and directed to, a letter telling me that if I was to open an account (and spent $1000 in three months) they would give me 50,000 Delta Skymiles plus additional benefits. The first several pages of the personal offer said NOTHING about not giving me the benefits if I was a previous card holder. When I called to apply for this offer I even SPECIFICALLY asked the representative if I would receive the 50,000 bonus miles by applying and was specifically told YES! When I didn't get them and called again, the representative specifically apologized and again told me YES I would get my bonus miles. American Express and Delta response was sorry we have it somewhere in writing that you won't.The most unfortunate part about this whole ordeal is that so very few other customers will ever read this complaint and will care whether this big corporation honors their promises and advertising or not. Further, that big Corporations can get away with treating their customers poorly and the government, who is supposes to protect us, turns it's head and looks the other way.

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

Sincerely,

Business

Response:

While we regret the customers experience our position has not changed. The consumer has not provided any new information to which we can respond. American Express considers the matter closed and no response will be sent to the consumer.

Review: STAYED AT [redacted] IN ATLANTIC CITY FOR FOURTH OF JULY WEEKEND, AT TIME OF BOOKING PAID FOR FIRST NIGHT AT TIME OF CHECK IN PAID FOR SECOND NIGHT.

ROOM HAD BLOOD STAINS, AND WAS OFFERED A $50 CREDIT FOR THAT FIRST NIGHT, TILL MY ROOM GETS CHANGED THE SECOND NIGHT.

HOTEL CLAIMS THEY CHANGED MY ROOM, WHICH THEY DID NOT.

IN NO WAY WOULD I AUTHORIZE A CHARGE FOR A BLOOD STAINED ROOM.

I ONLY STAYED IN ROOM SECOND NIGHT SINCE I HAD NO WHERE TO GO WITH MY INFANT.

SPOKE TO [redacted] #[redacted] IN [redacted], AND [redacted] #[redacted] WHOM CANCELED MY CARD.

I HAVE CALLED A/E OVER 7 TIMES REGARDING THIS ISSUE, AND IN NO WAY HAVE THEY "MEDIATED" MY DISPUTE.Desired Settlement: A REFUND FOR THE SECOND NIGHT

Business

Response:

American Express mailed our response to the consumer today.

Review: We have been customers of American Express and card holders for about fourteen years with our current account. American Express used to provide excellent customer service and protections for cardholders. However, within the past year or so, we noticed a huge decline in the professionalism and competence of customer service agents at AMEX. Case in point, AMEX sent a letter stating that we should call customer service and provide supporting information to assist them in their investigation of a vendor.We called the customer service number provided and spent the next four hours! being transferred from one agent to another without a single agent being able to assist! The calls were transferred from centers in the Philippines to North Carolina to Florida to Salt Lake City-basically anywhere at random. We noted the names and IDs of TEN! representatives in a good-faith effort to provide the requested information. We were promised by one supervisor that he would call back next day after investigating the inappropriate and rudest reps. He had promised to listen to the recorded calls and take action. He never called back! When we try to contact customer service executives at AMEX HQ, we are given an erroneous email and address and any correspondence is not responded to by AMEX. There appears to be no consequences or accountability for the substandard employees who provide incompetent or misleading information. In spite of our efforts, the screw ups continue on the part of AMEX and we cannot get through to anyone who understands how to take down the information. Due to a lack of interest or response by Supervisors, we wrote to the CEO, [redacted] but there has been no response to our concerns.Below is the chain of employees whom we were put through to for several hours: 1. [redacted]/Philippines, 2. [redacted]/N. Carolina 3. [redacted]/Salt Lake City 4. [redacted] (Supervisor)/N. Carolina 5.[redacted]/Salt Lake City 6. [redacted] (supervisor)/Salt Lake City 7. [redacted]/Philippines 8. [redacted]/FL 9. [redacted]/FL and 10. Miriam!Desired Settlement: Wish to reopen the dispute and deal with a competent dispute supervisor at AMEX who will properly investigate all the questionable charges pertaining to the vendor in question. The agents are so lazy and disinterested that no investigation took place before one of them closed our dispute without noting the supporting information. We want a full charge back from the vendor for the invalid charges to our account.AMEX should also compensate us for the ridiculous waste of time and effort in calls.

Business

Response:

We responded to the consumer via written correspondence today.

Business

Response:

We responded to the consumer via written correspondence today. American Express considers this matter closed.

Consumer

Response:

Dear Revdex.com of New York,

In their so called response, Amex claims that we did not send any correspondence directly to Amex before filing a complaint with Revdex.com of New York. This is patently false. Please see the letter that was sent to [redacted], CEO of American Express at the Headquarters of AMEX in New York. This was sent via email as well as regular mail and documents in detail the poor customer service and inaccurate information we were given regarding our account and this dispute in particular. This letter was sent out in September but we did not get any reply from the CEO or any representative of the company. By the way, this name and contact address were provided by representatives of American Express who suggested we write to this named individual at this address.

Prior to writing the letter, we had received a number of contradictory decisions regarding the dispute. One on September [redacted] resolves the dispute in our favor others including the letter dated September [redacted] (also attacched) reverses this decision. There have been other random letters of the same kind (computer generated) that also contradict the decision to credit our account for the funds that we were not allowed to use by [redacted] communications due to its selling of our cell phone numbers without notice and its failure to honor the stated contract.

The letter dated September [redacted] by American Express inaccurately states that the prepaid cards were fully used which is untrue. [redacted] simply terminated our accounts without notice and on an arbitrary basis to another customer in spite of assuring us that the deadline for switching to a new system was weeks away. They failed to honor their own deadline and although we had signed up for alerts and notifications in the event of any changes to our account but these safeguards were simply ignored by [redacted] Consequently, we did not get to fully use our purchased prepaid cards which were supposed to remain valid for many more months. American Express conducted such a poor investigation that it did not check out these facts and it was only after bringing our complaint to the Revdex.com that they decided to issue the “goodwill” credit after the unacceptably poor customer service and ineptitude that we experienced from their employees as well as from the vendor against whom we brought the dispute.

The letter they sent on September **th,2013, is an attempt to ‘recast’ or whitewash the facts of the complaint we brought to their and your attention and to give the impression that American Express was proactive and behaved professionally in issuing the credit to our account. In fact, we only received this after an excoriating run around from American Express agents and supervisors and also a total lack of response when we contacted them directly. Hopefully, you will agree that a customer should not have to call for hours on end and speak to upwards of ten agents in a single call to provide substantiation for a simple dispute involving a small amount of funds! It seems the customer cannot trust any communication from this company and it is only when they fear repercussions from the Revdex.com that they responded at all. You should know that the agent they assigned, *. [redacted] stated to us on the phone that she knew none of the details of our account or the dispute but was assigned in effect to stop us bringing any further information regarding American Express’s poor service to the attention of the Revdex.com.

The letter does not address any of the specific points made in our complaint, nor does it show that any investigation of the employees was carried out or that there would be any improvement in the service or the reliability of the communications from American Express in future. Furthermore, Amex has made the process of filing a legitimate dispute as difficult and weighted against the customer as possible, contrary to their stated policies.

Thank you for your serious consideration of the several documents we have provided that support our complaint and the substance therein.

Review: I purchased a prepaid American Express back in 09/15. I transferred $200.00 from my personal bank account. I accidentally did the transfer twice. When I noticed what I had done I called American Express and asked what I should do? I was told to go to my bank and put a stop on the transfer. So I did. Which was against the "fine print", so American Express closed the account. I have since then tried twice to resolve the matter of getting my $200.00 back. First phone call(09/**/15) I was told it would take 7-10 business days and I would receive a check via mail. I waited. I then called again 10/15 and I was very blunt stating I would file a complaint with the Revdex.com if the money wasn't returned. I was told that my account was under review. I asked why? The lady stated she couldn't tell me anymore information. I stated it's my account. It's my money, (actually my child support). She said if I didn't calm down she would have to hang up. She also stated that the money would be deposited in my personal bank account. Well, I didn't calm down and she hung up. I have since not called back because I am very angry due to the fact that is my child support money they have stolen from me and my children. The only reason I purchased the prepaid card was to purchase my children's senior portraits. I just want my money back. Please help!!!!!!Desired Settlement: Returning my child support money.

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 haven't received anything through [redacted] or via email stating American Express Serve would return my $200.00.

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

Sincerely,

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 attached a letter I received in the mail 12-*-15. As we discussed yesterday, that you were told by American Express they would mail me a check. As they have also told me in my past phone calls. As you can see now I am being told on page 2 " [redacted]" Why is it my job to handle this. I feel I'm getting the run around from this company and have been since Sept. **, 2015. First I was told they would mail a check within 7-10 business days. I never received. Called 1 month later. I was told they would put the money back into my account within 7-10 business days. Never received. Now this. Please handle this matter promptly. I feel my next step is to hire an attorney. [redacted]

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

Sincerely,

Business

Response:

While we regret the customer’s experience, our position has not changed. The consumer has not provided any new information to which we can respond, therefore, American Express considers the matter closed and no response will be sent to the consumer. Unless new information is provided, correspondence received by this office regarding this matter will be filed but we will not respond.