American Express Company

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: Someone used my card at [redacted] to buy something that, I had nothing to do with. I filed a complaint on 2-**-2015, and for some reason, I can not seem to get American express to give me my money back. They telling me that, I need to fill out a dispute form and send it back to them. I have done everything they have asked me to do. But, I still have not got my money back. I also filed a complaint on 11-**-2015 for [redacted] Bus line for losing my luggage. American Express will not put the money back on my card for this too. I have done everything, they have ask me to do.Desired Settlement: Refund my money. $525.32

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:

[Your Answer Here]They telling me, that they are waiting on the company to respond. That, was this past Friday 06-**-2015. But, when, I called on Tuesday 06-**-2015, they was saying, that they had not received my depute form. So, which one is it?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %

Business

Response:

We appreciate the customer’s information, however, we responded to the consumer via written correspondence on June **, 2015 to the address listed within the complaint. The consumer needs to allow 7 – 10 days for mailing time.

Review: Duplicate billing of $4,658.95 not refunded. It's been 60 days. 7 phone calls with over 3 hours invested in dealing with out of country customer serv.

$4,658.95 duplicate charge due to a cancelled order not being refunded.

Gift Card order placed with Amex card on Amex website on April [redacted]. Popup on Amex site said first order timed out and did not go through, please try your order again. After placing second order, received 2 emails with 2 different confirmation #'s 5 minutes later. Called Amex to alert them of the issue. Told to call back next day as she could not see the orders yet as it was too soon. Called next day and told that they could not cancel the order as they were both already being processed. I would need to wait until they were delivered and then call back to cancel one of them. Received both packages via 2 day [redacted]. Called to cancel order. Spent over an hour going through each of the serial numbers on both packing slips to figure out which order they would keep and which they would cancel. They cancelled the 2nd order. Took the good order and gave out gift cards as awards at our annual golf outing. 2 weeks later I received my amex bill and both charges were still on the card with no refund. Called to request the refund. Went through the entire process again with serial #'s. They said they couldn't just refund the $4,658.95, it would have to go into dispute status. It could take up to 30 days. This was on June [redacted]. About 2 weeks later got a call from someone who received one of the cards and they stated it did not work at 2 different merchants. I checked one of the cards I won and it did not work either. I called amex again to find out they put a hold on the valid cards when the dispute claim was posted. Called back again to have this taken care of. Over an hour on the phone going through serial #'s again. Person tells me that he believes he reactivated all of the valid cards, but may have missed some as there were many. I explained that was unacceptable as I had already given them out and didn't even have a list of all who received them. He then told me he got them all reactivated. Just today I notice the $4,658.95 charge was reposted to my account again. I call to inquire why and get customer service again. I explain the issue and ask to escalate the issue to a supervisor. I'm given to another supervisor. All customer service I've dealt with to this point is foreign. They continuously ask me to repeat myself as I do to them as well. I ask if it is possible to get an 800 # for US customer service. They say no. I say there seems to be a language barrier. At that point he says to hold and he will transfer me. When it transfers, I'm listening to recorded messages in [redacted]. I guess he thought that was funny.

Not sure where to go from here, but I'm very frustrated as the issue has been over 2 months and I can't get any one that cares enough to help.Desired Settlement: Refund of $4,658.95.

Business

Response:

American Express mailed our response to the consumer today

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.

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.