American Express - Page 2

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1.1 out of 5, based on 17 ratings and
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It Sucks!
Posted on
Rating: 1/51
I've been enrolled in this Premier rewards card for five months, attracted by that opening card bonus of 50000 points. What a fool I was. Yes, I got those points but haven't used them yet(to tell you what, use them immediately once you get it or you'll never be able to) This month, I got an email saying there's a security issue with my card and they need me to contact them immediately. I gave them a call and they put me through a bothering process to verify my identity with BOA, however, the moment I finished that, the girl on the other side told me: oh, your identity is still not verified, another team will contact you for that." Why, then why did you make me contact my banker of BOA and go through this process? They refused to tell you the reason. Fine, I have patience. Let's see. The other day, I got another email saying exactly the same thing as if I had never called them. So I called them again and this time they need me to verify another bank relationship, ok! I gave them Citi bank. The Citi bank lady was very nice to help me go through the process and thanked me for being a loyal and nice member. HOWEVER, the AMEX lady was not satisfied. She told me she still can't verify my identity and need me to find my bankers and get their signature. DAMN YOU! Then why did you let me go through the whole process, I only have one hour lunch break and there was no time left for me to have lunch with all of you bullshit. Not to mention both banks proved all my info correct. COME ON, I AM A REAL PERSON! And again they refuse to tell me what the security issue is and why with two banks' guarantee, I'm still not a trustworthy person!

Also, it's not long since I got those bonus points, so I wonder if they just want me to cancel the card so they get all my money for their purpose and don't have to give me the bonus. And the bank statement is a total mess. I paid in full but the amount I paid somehow becomes what I own them, so what is showed on their website is I need to pay twice the amount of money as before. I'm SPEECHLESS. I've never had this awful experience with any bank in the world. I decide to cancel this card and never use AMEX again, they really know how to piss people off.
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Account Sent to Collections for $3.96 Balance?
Posted on
Rating: 1/51
TAMPA, FLORIDA -- This is how the story goes, I've been a AMEX member since 1996, always paying the full balance when due, always!!!, but, I decided to get their Costco AMEX because it made it easy for me to shop there, within a month and a half of having this particular Amex, they notified me that my account was being cancelled (note I had never ever been late) and gave me too many reasons to list, so trying to make sense of it all, I called them to no avail, they said they would not re-instate the account.
So I continued to make my payments on time as always, until March of this year when I decided I did not want any more debt and paid the balance in FULL, even a little more so that it would take care of any interest the account could have accrued.
To my surprise and being sure I did not owe them a penny, I checked my account online, did not see any balance, so I dismissed the following statements (April), until a week ago I get a notification from a credit bureau letting me know that an account had reported me delinquent, somehow, I knew, that it had to be American Express, so I got online and checked my account, and sure enough, there was a balance of $3.96, past due, called them and they took care of it, denying they were the ones who had reported me late and therefor delinquent, I just received a copy of my credit report, and what do I find out? that American Express, not only had reported my delinquent for $3.96, but that my cancelled account had been sent to the collections department, (something they still deny),
I tried to have them help me fix the situation with the credit bureau, and their answer was: since my account had been closed by them, that I would have to take care of it on my own.
Once you are not a "member" anymore, you've fallen out of grace with them and you are treated poorly, sad but true story.
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trmn8r on 05/28/2013:
I am not sure I understand. You always paid your balance in full, but it sounds like you stopped that practice at some point. They cancelled your card for a whole list of reasons you have not provided, and evidently you carried a balance some number of months. Then you made an approximate payment that you assumed would cover your balance to pay it off, but it did not. You checked one following statement (what exactly did it show?), but "dismissed" the next one. Then a month later you found out you missed something, not from your credit card statement but from a credit bureau.

Did AMEX not send any statement showing that you owed a balance after your last payment? If so, and your account was closed, I don't see that they did anything wrong. Once an account is closed, and a payment is not received, credit card companies probably assume the debtor has taken a powder. $3.96 or $396 doesn't matter.

Soaring Consumer on 05/29/2013:
Your recourse at this point might be to try getting them to get their statements in writing via email correspondence and then filing disputes with the credit bureaus.
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Worse than tax collectors
Posted by on
Rating: 1/51
There is no option for online feedback in open forum on Amex in Singapore. So, I decided to go global. Amex customer service called me to remind me of a payment I missed and told me my card will be unsuspended if it was done. I did the payment and called them and the agent on the phone told me it was available for use in 15 mins. When I tried to put through an online transaction, I was told the card could not process. Another call to Amex and was told my card is in credit management? I was informed that they will follow up after the weekend. I did missed a couple of calls on Monday but the callers did not leave a voicemail. As there was no follow up, I assumed card problem resolved. Today is Tuesday and card still unavailable for use.
My gripe is: customer service told me all was good upon payment and after payment, I get informed that card still unavailable for use. Just one missed payment and Amex cancels account? Then why the lies to tell me my account was good to go upon payment? Why was there no follow up?
I have not received such bad service from Amex. Many friends told me that Amex is horrible but I didn't believe. Now it makes sense.
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trmn8r on 11/13/2012:
I don't agree with your conclusion that AMEX is "worse than tax collectors" or that you have received bad service, based on your description of what happened so far.

You borrowed their money, and you agreed to pay it back under certain terms. If you fail to meet those terms, they have a right to pursue repayment. And since having a credit card is a privilege extended by the lender, I don't see a problem in suspending your card until they look your account over more carefully. Based on whatever their criteria are, they may decide not to reinstate the account. Hopefully that won't be the case.
At Your Service on 11/13/2012:
I have to agree with the previous comment. Suspending a credit card due to non-payment is not unusual.
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Banking system designed to rob consumers
Posted by on
Rating: 1/51
DALLAS, TEXAS -- I am setup for Autopay with American Express. I recently made a much larger than usual purchase. I was nervous about high interest charges, so I went online and made the payment manually. American Express still processed the autopay resulting in thousands of dollars drained unexpectedly from my checking account and putting me in a position of possible overdraft. They indicated that it takes 7 business days to process a refund. In these days of computer banking it is nothing less than irresponsible to have a banking system that does not protect against double payment; it can only be concluded that American Express has designed their system this way deliberately in a blatant attempt to get an interest free loan from their own customers. Add to this the deliberate delay in correcting the situation and it is nothing less than criminal. SHAMEFUL!
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clutzycook on 06/29/2012:
Autopay is not smart pay. You arrange for the money to be taken out of your account automatically and then make a manual payment? Many people will sometimes make additional payments (I'm one of them), so how would Amex know that this was not your intention?
CowboyFan on 06/29/2012:
Seven business days is a reasonable period of time in which to get a refund for a mistake the op made. There is a sign I saw once which said something like "your crisis does not mean I have to drop everything to help you now." In other words, they will follow their normal procedures regardless of whether op's mistake made a problem for him.
trmn8r on 06/29/2012:
I do not agree that AMEX set this up to take advantage of getting an interest free loan.

Autopays are pretty much exactly that. They can't be cancelled on a few days notice, and I doubt AMEX's or many other companies' systems are set up to realize that you already paid manually.
madconsumer on 06/29/2012:
by paying an additional payment, your auto pay will still draft your bank account. only way to stop the auto drafting, is to cancel auto pay.
FED UP on 06/27/2013:
Recently set my account on minimum auto pay. I went in the store to make a small purchase my ATM card would not work. When I got into my bank account there was an overdraft because American Express auto pay tried to extract balance. I immediately checked my account, and indeed it was set for full balance. I called both bank and credit card to explain what had happened. That was June 16, and today is June 27, and American Express said there is nothing they can do its all automatic, however they can still add fees to my account. Meanwhile my business checking account is paralyzed in overdraft of $3000.00. I cannot deposit cash, I had to remove most of the funds there, so the overdraft would be reversed. Apparently they can keep submitting the payment to the bank however many times they want. Not only that, but in between time isn't certain either, so if I put a stop payment, if they try again within 3 days it can still be paid. Meanwhile I have had to go into my other accounts change the banking info to make payments from my personal account, its a total mess. I cannot deposit the company checks into the personal account unless I change the account and paperwork, names and so forth. I'm beyond FED UP at this point. Hopefully they will finally stop trying for wrong amount payment before next months bills are due, I don't know what I will do then, because all funds are frozen. Never again.....nightmare city.
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Bad Application Policy - Ignorant Employees
Posted by on
Rating: 1/51
I was asked by AmEx to provide additional information as part of the application process, particularly “a letter on original letterhead from your bank confirming your home address, including their title and signature”. I am not questioning the rationale behind having bank verifying my home address, there a lots of other ways to do it, the problem is with the “original letterhead”. I visited 4 different branches of my Bank of America and talked to everyone all the way to VP of the branch and none of the reps were able to produce a letter on the letterhead. It simply doesn’t exist, they don’t have it and can’t make one up, but AmEx it totally ignorant about this fact.

I have spent countless hours on the phone talking to different AmEx reps and like a broken record the response was: “sir we need a letter on original letterhead”. I sent them a copy of my bank statement with my address, all of my BoA accounts information, signature and stamp of banks branch VP and business card attached, so it has BoA logo, my home address, banks representative title and signature. Guess what - it is not acceptable!?!?!? I even had a bank VP call them personally and explain that they don’t make letters on letterheads, still no breakthrough as I am getting the same response from AmEx.

I actually got one of the AmEx reps acknowledge that they had the same issue with Bank of America before so my questions was why didn’t you change your policy or requirements if you know that such problem exists??? This is so ignorant beyond believe. I understand that the policy exists to be followed and the AmEx representatives follow it well by being stupidly obeying, but if your policy doesn’t work - you need to change it.
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trmn8r on 05/30/2012:
I wouldn't refer to the AMEX employees' behavior as "stupidly obeying" - after all, it is a company policy. Therefore, it isn't surprising to hear that this has happened before.

The question to me is the purpose of the rule/procedure. Do you have a credit history, or are you just establishing it? That's what I'm thinking.

I am a bit surprised that having the bank VP's card, signature, and stamp were insufficient. It may be a sign of the times that the bank has no letterhead on hand. It appears that AMEX should revisit this policy and see if they can find a better way to accomplish the same goal.
Ponie on 05/30/2012:
Is there some reason why it *has* to be AmEx? Couldn't you go with some other company? With their requirements, which really can't be met, I think I'd try some other place.
Anonymous on 05/30/2012:
What do you mean that BoA doesn't have the ability to produce a letter on letterhead and that it simply doesn't exist?

You do realize that original bank letterhead just means it cannot be a faxed, photo copied, or otherwise altered version, right? It must be the original document.

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American Express / Costco Card
Posted by on
LAWRENCEVILLE, GEORGIA -- In August of 2011, I applied for an American Express/Costco card.

My credit is excellent but the card was declined because I had a credit freeze on my credit account.

I removed the freeze, the card was issued on September 19, 2011; as of this date, November 7, 2011, I still do not have it.

I called A/E many times in an effort to get the status on my application; on more than one occasion, I had to try to communicate with their representative who spoke in such heavily accented English, that I could not understand what they were saying.

A/E told me that the card was mailed on October 20.

Finally I called Costco customer support for assistance; I talked to supervisor, Judy Koon who told me that the card was mailed on October 28 and that I should have it in about 10 days.

I called customer support about 8 days later, stayed on hold for more than 5 minutes. When the c/s employee answered, I told her I was having a problem getting an A/E card issued and wanted to talk to Ms. Koon.

Her response, "Are you calling American Express or Costco/"

In frustration, I raised my voice and said that I wanted to speak to a supervisor.

The employee said she couldn't help me and broke the connection.

Subsequently, Ms Koon called me and left word that the card was indeed mailed in Seattle on the 28th and I should have it by mid November. Mid November is 18 days from the date of mailing; she had previously told me I would receive it in 10 days.

On November 5, I went to the Costco store at the Mall of Georgia; the store was packed with shoppers as is the case on weekends.

When I presented my membership card at checkout, I was told that it had been cancelled and that I would have to go to the service desk to have it renewed.

I had to wait more than 20 minutes to be waited on, got the card renewed and had to go through checkout again.

I am canceling my request for the A/E card. (:-(!!!
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Still Upset at AMEX After 4 Years !!
Posted by on
NEW YORK, NEW YORK -- The one company who has exceeded all other companies for the worst customer service experience I have ever encountered is: .......... AMERICAN EXPRESS!! I qualified for an American Express Gold Card in 1970; I believe that is when they first introduced the card, (and I was 24 years old). I always paid my bill, as agreed upon, in full every month for 37 years until "ONE TIME-ONE MONTH" in 2007 (after 37 years of loyalty and paying them an annual fee for "membership") I had a very, very difficult month financially, and was only able to pay 50 %, yes, one-half of the monthly bill due. I received a phone call from American Express "customer service" regarding the balance not paid and explained to this individual that I would pay it along with any other charges incurred during the month in full the following month. That was unacceptable to American Express. When I asked to speak to a supervisor, I was connected to a young man (remember it was 37 years later and I was now 61 years old!), who was the "supervisor of customer service for AMEX" and after detailing my issue and confirming again that I would take care of my obligation in full the next month, as I had done for 444 months (37 years) previously, this AMEX customer service supervisor" began cursing at me with four letter words (including those that begin with the letter "F") and as I was catching my breath and reaching for my chest, he told me he was cancelling my AMEX Gold Card and that AMEX would no longer "allow me" to use my AMEX card and they did not want me as a customer. I was, at the time, General Manager of a major hotel well known Four Star hotel and couldn't believe my ears and what I heard. After this person hung up in my ear, I couldn't help but think about how much money my hotel company and so, so many others, have paid American Express in fees over the years by accepting the American Express credit card from our guests (customers), which angered me even more!! From that day forth, I have encouraged each on my employees to "suggest" to all our guests that they pay there hotel bill with Visa, Discover or any other credit card, BUT NOT AMERICAN EXPRESS. Oh yes, I did attempt to reach someone else with American Express to resolve the issue, but finally gave up after many, many attempts. 444 months of loyalty to a company that doesn't have a hint about going the extra yard for your loyal customer when they need your "customer service" and understanding the most. Let's all use VISA, Mastercard, Discover or any other credit card BUT NOT AMERICAN EXPRESS !!
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Passing Through on 06/12/2011:
Thanks but no thanks. I will continue to use my American Express card, despite the challenges you have had in meeting your obligations. Based on my usage, AmEx sends me a check each year for about $200 to spend at my favorite store (Costco), I do not pay a membership fee, and I like knowing I have a card with no ceiling. Good luck to you, though.
Anonymous on 06/12/2011:
I know a lot of people will say that a due date is still a due date and there shouldn't be any exceptions, but it would be nice if they helped a loyal customer out. It's unacceptable how they spoke to you. I'd have canceled my card right then.
Jay on 06/12/2011:
Passing Through, having ONE problem in 37 years does not warrant the "despite the challenges you have had in meeting your obligations" statement. You make him sound as if this were a re-occurring problem. Wait until they do turn on you. All it take is one minor problem. Then your song will be different.

I think Peter has every right to feel mistreated by American Express.
trmn8r on 06/12/2011:
I have never seen any evidence that "loyalty" or "longevity" means anything to a credit card company, any of them. Helps your credit score though, just like paying your utility bills on time, month after month, year after year, helps.

In the old days with the AMEX gold card, I think the worst you would expect is a late fee if you don't pay in full by the due date.

I believe the subprime loan problem and subsequent credit crisis began surfacing in the spring of 2007. It is possible that something in your credit report spurred the cancellation, or perhaps the risk environment at AMEX was already going south.
spiderman2 on 06/12/2011:
"From that day forth, I have encouraged each on my employees to "suggest" to all our guests that they pay there hotel bill with Visa, Discover or any other credit card, BUT NOT AMERICAN EXPRESS."
I know you are angry (as I am sure I would be too) but do not lose your professionalism over this issue. That is really not a very professional thing to do. It does not make you look professional in the eyes of others.
Anonymous on 06/12/2011:
great review very helpful
trmn8r on 06/12/2011:
It would be more helpful if we knew all the data AMEX used in making the decision. Of course, we have no way to know.

I hate it when managers at companies start swearing at me with the "F" bomb, for no reason at all.
Anonymous on 06/12/2011:
It's not a bad idea to contact your cc issuer to let them know you cannot make the monthly minimum payment due before not making the due monthly minimum payment. Companies are usually more amenable to working with you when you try to work something out ahead of time with them rather than after the fact. The door of courtesy swings both ways.
trmn8r on 06/12/2011:
Outstanding advice, ript.
jktshff1 on 06/12/2011:
+10 ript
bcd on 06/12/2011:
It is a violation of the American Express Merchant Agreement to encourage customers to use an alternate form of payment other than a credit card issued by the respective merchant.

Excerpt from the American Express Merchant Agreement (Section 2c):

Conduct with Cardmembers.
Except to the extent expressly permitted by this Agreement or industry codes to which we have subscribed, you must not: (I) try to dissuade Cardmembers from using the Card; (ii) criticize or mischaracterize the Card or any of our services or programs; (iii) try to persuade or prompt Cardmembers to use any Other Payment Products...(except your own card that you issue for use solely at your Establishments)
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American Express should change their name to Americans Depressed!
Posted on
Ah. Don't you just love the age of credit cards where they just sit and wait....hoping someone will make a mistake so they can pounce on you like a rabid pitbull? This is what I think of American Express. My partner and I have had the American Express Optima card since 2001. We have ALWAYS paid the bill on time, every month since 2001. We have a $19,000 credit limit, and a decent APR.

Well, last month my partner made an honest mistake. He thought he paid the American Express bill, but he hadn't. He received an email saying that he was 5 days late on his bill. He immediately logged onto his billpay and they were right, he forgot to send it in, which he immediately sent in that day. It was an honest mistake. Its not that he didn't have the money, he just FORGOT.

When he told me about this, I told him to immediately call AE and tell them what happened as to not penalize him for it. He called them up and spoke to someone, explained the situation, and they told him that he shouldn't worry, he has a 7 day grace period.

Well wouldn't you know. The FOLLOWING day, he gets a letter in the mail that his APR is going to DOUBLE for the next 6 months as a "penalty". I told him to call AE again, and of course, this time they said theres nothing they can do. Wow, really? Never late since 2001 and theres NOTHING YOU CAN DO?

I'm disgusted by this. I can understand if you are late on a regular basis, but late one time, in over 10 years? An honest mistake? Its pretty sad the way banks and credit companies work any more. It seems like the days of common courtesy and compassion are LONG GONE.

We REFUSE to use the card until the 6 months are up, and VERY tempted on just cancelling the card altogether. So American Express can call themselves One American Less. That uses your CARD!
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Anonymous on 04/11/2011:
Even the MOST efficient can make an honest error. If a customer has NEVER had a late payment and inadvertently forgot to pay the bill, AND paid the generous late fee as a result, I think it is ridiculous to double their APR as a penalty. I would do a balance transfer and call it a day with AMEX.
madconsumer on 04/11/2011:
All Credit Card Companies are like this, not just American express.
FlShopper on 04/11/2011:
It's too bad they wouldn't cut you any slack. I had something similar happen to me with my Citibank cc; when I called them to let them know that I paid one day late, they worked with me and told me that I wouldn't be charged any late fee nor would my interest rate (which is quite low) be touched. And they were true to their word.
My sister-in-law had a similar incident with Bank of America and they too waived any late fee and didn't touch the interest rate.
I agree with bluediamon...dump Amex as soon as you're able to do so.
Anonymous on 04/11/2011:
mad- you are probably right.....I just find it hard to believe that its the "norm" for credit card companies these days. It just seems like they will find anythign they can anymore to screw people over. Quite sad.
Anonymous on 04/11/2011:
No they aren't madc. About 5 years ago I made the an error doing my online banking and either picked the wrong vendor for a payment. I either paid Citi twice and not Chase or paid Chase twice and not Citi. I don't remember which one but somebody didn't get paid. They charged a $30 late fee but my APR didn't budge. Had they pulled that trick, I'd have cancelled them.
Anonymous on 04/11/2011:
Well thanks for listening guys, I just had to get that off my chest.... :)
MRM on 04/11/2011:
I, too, have American Express and I just want to pay it off!
trmn8r on 04/11/2011:
P-C. You must know, after reading any credit card agreement, that all banks ARE waiting for the customer to screw up. That is one of the ways they make money. It's a game that can cost $$$ if misplayed.

They have to make money, or they wouldn't be in business. They make it various ways. Some are:

~ 2-3% merchant fees
~ late payment fees
~ interest on users who carry balances

I have never paid a penny of interest, or a late fee. Only reason is I told myself when I got my first card I would never carry a balance, and I spend time fretting over paying on time.

So the bank makes very little on me, through merchant fees. 2 to 3% isn't enough for the bank to lend every customer money - they would go broke. So the ones who make mistakes or carry balances (another mistake IMO) pick up the slack.

I'm sure one of these days I will make a mistake (I make them elsewhere), and pay for it. It's a matter of odds, but I accept the risk.
Anonymous on 04/11/2011:
It's sad these days businesses see the customer as a mark to be taken advantage of for any reason whatsoever. Even sadder are the customers who justify such behavior. This is just flat out wrong.

Great review!
madconsumer on 04/11/2011:
5 years ago is before all the credit card reform of late.
Anonymous on 04/11/2011:
Yeah, you're probably right. 5 years can be a very long time - back in the days when you could fill your tank all the way up and not get queasy.
Anonymous on 04/11/2011:
That's how they make more money, but you would think they might waive the increased APR since you had a good history with them.
Anonymous on 04/11/2011:
One of the reasons I refuse to own a credit card.
MRM on 04/11/2011:
I wish I were like you, Wally.
Anonymous on 04/11/2011:
I love my American Express card. I enjoy the cash back rewards program and the actual checks they mail me. Of course, I pay my bills on time...and I've never paid interest on any credit card I've ever owned. W.R.E.
Anonymous on 04/11/2011:
AE has always been this way. The bottom line is that the mistake was made and you must pay the price. I used to hear that excuse when I was the landlord. This was the first time, etc. Etc. I still had to pay my obligations and had to reach into my pocket to pay them. Making your payments for X number of years is not a noble accomplishment. It is simply doing what you agreed to do.
Anonymous on 04/11/2011:
Well I'm glad you're not my landlord then. If I was renting from you for 10+ years and you penalized me for being 5 days late, that doesn't make you such a noble landlord. Just sayin!
Anonymous on 04/11/2011:
I'm with Caesar on this one, he paid them back and the rep even said they have a 7 day grace period. They should have given him a break and let it go this time.

I pay my own bill's and don't trust anyone else paying them for me. For that same reason they might forget to pay.
Anonymous on 04/11/2011:
You pay your own bills because they are just that (your own bills) correct?

If one is in a meaningful relationship, I would trust them to pay "our" bills.

Bad break, Prince. You'd think they'd work with you on this one.
I had a JCPenney card and missed one payment after umpteen years and they cut my credit limit back by more than half. I called and complained to no avail so I paid them off and canceled the card.
Anonymous on 04/11/2011:
I was just saying in General Zork, the way I do it. I wasn't trying to crit caesar about it. My mother and I used to share paying bills but after she forgot to pay the electric bill or cable bill on occasion I took over so we wouldn't be hit with late fees it happens
Anonymous on 04/11/2011:
I see your point Wally. Good for you.
When did power companies start charging late fees?
Anonymous on 04/11/2011:
When your late on your payment.
Anonymous on 04/11/2011:
General Zork, Tough break on that JCP card.
Anonymous on 04/11/2011:
Mine doesn't (Xcel).

It was very disappointing, Lordship.
SteveWiginowski on 04/11/2011:
I think the larger companies don't often take things on a case by case basis like this one. The exceptions are probably the people with the higher spending limits. One thing that they may be going on is that with the economy, the past payment history may not reflect on the future history, so they want to be careful in what they are doing. I don't agree with it completely, but understand why they would do it.
tnchuck100 on 04/11/2011:
Steve, just an observation:
"...the past payment history may not reflect on the future history,.."
What is the point of a credit score? That one statement nullifies its value.

"future history" oxymoron?
Anonymous on 04/11/2011:
It makes sense to me.
Don't let semantics stand in the way of fact.
SteveWiginowski on 04/11/2011:
Is the credit score run each time that a payment is late though?

Future history is an oxymoron, future activity is a better phrase. I've worked for a small company where a customer would pay before the Net 30 terms for years. Then they would be late on a payment. Nothing out of the ordinary. Next thing I know, the customer is bankrupt with several invoices unpaid. That is why the past history won't hold much weight with some companies anymore when it comes to being leanient.
Anonymous on 04/11/2011:
Well said.
Anonymous on 04/11/2011:
I agree with Steve. Credit Score is like a ticket that grants you access. If it isn't good, you won't even get your foot in the ballpark but it doesn't guarantee you can stay in the game. You hear horror stories everyday about people losing jobs, becoming ill, etc... and no longer being able to afford things they once did (like homes). Lenders catch a whiff of it when the payments start coming in late and just because you paid 20 years prior on time does not guarantee that you will (or can) continue to do so. My only problem is that ONE late payment isn't an indication of ANYthing. They just seem to be poised to pounce on any and every way they can to make an extra buck.
SteveWiginowski on 04/11/2011:
Bluediamond, I agree that the one payment shouldn't be an indication of anything. With how this indicent went, nothing should have happened. Once notified of the late payment, they paid immediately and called to let them know why there was a late payment. This should have been a case where maybe the account is marked to where if it happens again then do something. The actions taken by the customer are what would have triggered what actions or non-actions to take.
Inat on 04/11/2011:
guess whos not going to make a late payment again? YOU! This happened to me once - I had a card with 9% interest, made a small mistake and ended up with 32%. That same day, I paid off the card, began using another card (my Discover Card - I know, weird) and have never used the original card since that time nor have I made a late payment which isn't hard as I have evolved into not carrying a balance
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American Express does not like those of us that pay in full on time
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My husband and I have been American Express customers for 4 years and have been very good customers at that, paying off our credit card in full every month.

I checked our account a few weeks ago and thought that there was an error in the amount that we owe. I admit that I check our account religiously almost on a daily basis and make sure that all of our payments our made once I purchase an item. Because of this the amount that I thought we owed which is more around $200 didn't seem to match up with the $300 or so that they said we owed. Anyway I did a secure email through our online account and inquired about what we owed.

Throughout my email exchange 3 different customer representatives indicated that we made an overpayment of $1998.97 and that a check would be issued to us within 7-10 business days. Wth??? That really confused me because first if we did make an overpayment why was I never informed? Not trusting the emails I had my husband call on the phone and verify that this was accurate (account under his name). The customer representative on the phone verified that we made an overpayment and indeed a check would be mailed to us. 5 days later we did receive a check however I noticed on our account that a "Credit Balance Transfer" of $1998.97 was charged on our account and than eventually it showed up as an amount we needed to pay to American Express.

Feeling very confused at this point my husband contacted American Express on the phone and a supervisor indicated that yes they made a mistake and we need to return the money. My husband was not fully convinced and asked to have past payments on our account be investigated. The supervisor was not helpful at all and told my husband that we would need to go back and check the account payments ourselves. No sorry for the mistake we will help you, nothing at all considering they started all of this confusion!

So basically they are demanding we return the $1998.97 without any real explanation. It really infuriates me that they can hold so much weight on our credit history if we don't pay this amount on time while we investigate on our own. Our credit score is excellent in the high 700's and what b. s. to have to deal with this.

American Express does not like customers who pay their credit card on time.
Well, good riddens American Express and thanks for nothing!
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spiderman2 on 01/11/2011:
Why do you say that they don't like people who pay on time? First, what happened with the $100 discrepency that caused you to call in the first place? I think if you overpaid $2000 you would have noticed because you admittedly keep very careful track of your account (I.e. The $100 discrepancy). It sounds like they made a mistake with something like they explained to you. You should be able to go back over your AE account and your personal banking records and see if you overpaid that amount. Trust me, I wouldn't be happy about this either but It sounds like someone pressed the wrong key somewhere and not like they are trying to steal your money.
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Cancelled my American Express card after 24 years
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After 24 years of using my American Express card I ran into a dispute with one of their vendors, the end result of which left me completely frustrated, shocked and extremely disappointed with American Express's mishandling and complete lack of support and understanding of the horrendous incident which happened to me during a vacation. After 9 months of faxing them letters, receipts, and information about the incident (sometimes more than once because the AMEX supervisor I had to deal with kept losing them!) I hit a brick wall with them and realized sadly that they were not the same company they were when I first got my card back in 1985.

Over 24 years I have used my AMEX card all over the world on vacations and travel, and it all came to a grinding halt thanks to my dealings with a completely inept and myopic idiot of a customer service "supervisor" who goes by the mysterious alias of H. Figueroa This "person" continually misunderstood the facts, did not follow up on information they requested me to send, and ultimately they proved unable to fully grasp what the situation was and continually ruled in favor of the vendor. In some cases they got even the simplest facts wrong, such as the disputed amount, which card was used, etc (I have kept all my documentation which shows this). It was my desire to go to court with the vendor - instead, H. Figueroa decided he or she would settle it instead, and in turn let the vendor use my American Express card as a shield to make sure they got paid & wouldn't have to answer for their negligence in court. Wrong!

It did not surprise me at all when I did a Google search about H. Figueroa and found several other people who over the years have had had similar negative dealings with him or her that I did. What's most surprising to me is H. Figueroa's managers apparently don't even care enough to check the internet to find out how this particular supervisor has been mistreating their customers and continually botching situation after situation over the years and hurting even their most loyal long term customers. I guess they are all too busy counting their money. Again, this is not the same company I joined back in 1985.

In the end, since I couldn't resolve the dispute with them, I simply refused to pay them, so naturally they've cancelled my card and have now resorted to besieging and harassing me with collection calls, which I guess they think is somehow going to suddenly convince me the vendor did nothing wrong to me and that the whole ugly incident that happened on my vacation was for some reason all my fault.

Wrong again, American Express.

Suffice it to say I will never again deal with AMEX and will let everyone I know exactly what happened to me and why the AMEX card is something they should avoid.

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Kurizumaru on 12/29/2010:
Information on what happened with the Vendor would be helpful here.
madconsumer on 12/29/2010:
so what happened??
goodbyeamex on 01/24/2011:
I may still end up in court with them so I don't want to list out all the details of my case here. However, I can give you a good example of what my situation is.

Let's say you rent a car from Hertz. As part of the rental you are required to sign a huge, small-printed contract on which somewhere it states that you are responsible for ANY damages that happen to the car, regardless of the circumstances. So, the car is running great, you're driving the car down the freeway in a completely normal way, and suddenly the engine catches fire, due to a loose gas line or some other defect which wasn't fixed when they rented you the car. You pull over, find a little fire extinguiaher & put out the flames. Hertz gets the car back & bills your American Express card for $1000 in damages, even though you didn't cause the problem. In my case I felt "Hertz" was liable because they did not rent me the vehicle in good faith and in proper condition, and under those circumstances I knew the contract I signed with them wouldn't hold up in court. So I contacted American Express and asked them to reverse the charges back to the vendor. This would then force the vendor to sue me and we'd all end up in court where I could get my case heard fairly. American Express's idiot customer service supervisor said NO and decided he was going to stick me with the charges no matter what simply because I signed the contract with the vendor. I refused to pay because I believe the contract was written illegally and did not not contain basic consumer protections which are guaranteed to me by both state and federal laws, all of which would have come out in court had American Express done what should have been a simple charge reversal. There is no way in hell I'm going to pay for something I shouldn't have been socked with to begin with.

So, basically, those are similar circumstances to what I am facing.
trmn8r on 01/24/2011:
Seems to me you were expecting AMEX to conclude Hertz' contract was unenforceable, not a court, based on a quick reading of the situation.

That may be a simplification and/or plain wrong, but I can understand AMEX not wanting to take that role unless that is one of the things your contract with AMEX says they will do. This puts you in the position of having to pursue Hertz, which seems appropriate at a glance.
goodbyeamex on 01/26/2011:
Trmn8r, if that's what you think I was saying then I either did a poor job of explaining (which is entirely possible), or you misunderstood what I meant.

I didn't expect AMEX to make such a conclusion, all I wanted was for them to temporarily suspend the charges going to the vendor until a court could then make that conclusion. Instead, AMEX was expecting me to pay the huge amount the vendor claimed I owed them immediately REGARDLESS OF FAULT. It was quite a sizable sum, not an amount I could afford, but even so, the vendor was clearly negligent. I knew the vendor was sticking me with those charges because they knew they could get away with dodging the truth of what actually happened because I used my AMEX card and signed a contract (my guess is this isn't the first time the vendor did this to somebody) In essence they were using my AMEX card as a way to shield themselves from their own negligence. To me that is not what American Express should be about. To make matters worse, the vendor is across the country from where I live (I was on vacation), so the notion that I'd be forced to pay all the false charges up front, and THEN sue the vendor and pay to fly back and forth to attend court, or pay even more money I can't afford to hire an attorney to sue the vendor afterwards, and then wait months or years (pending appeals from the vendor, etc) to get back money I never should have owed in the first place is completely absurd.

AmexCCP on 03/08/2011:
Amex cannot come between a cardmember and a merchant with a contract. A reversal of that charge would have resulted in AMEX getting sued, since it would infringe every merchant contract ever made. If you sign a contract, and the merchant wrongs you, yes try to dispute, AMEX has certain abilities to assist you, however, if you can't support you're claim showing the contract isn't applicable in the situation (ie you have the contract that says they will charge you 100.00 then you're billed 150.00, without reasoning, a simple overcharge) then legally AMEX's hands are tied. You only hurt you're credit score by closing cards because of not getting a result you didn't like. I'm on you're side here, you shouldn't be responsible, but if we can't do it, it's because we can't, not because we don't understand. If you had paid cash, you would have to sue regardless, and in this particular situation, you still have to.
goodbyeamex on 03/21/2011:
AmexCCP: Firstly I want to thank you for coming here and responding to my issue on behalf of American Express. I do appreciate your input on this matter.

One thing I hadn't mentioned earlier: After my original complaint Amex *did* reverse the charges back to the merchant, reason being the merchant hadn't provided you with the requested info for more than 2 months after you'd requested it. After that, the vendor suddenly came up with a bunch of paperwork they somehow weren't able to produce the previous 2 months and simply recharged my Amex card for the same charges again, which resulted in a whole new case. I didn't think that was fair or ethical, but that is what they did.

Regarding lawsuits, yes of course I do realize there is a possibility that Amex would have been sued by the vendor, and I'm sure I would have been sued as well, if you had reversed the charges back to them. But so what?? To simply leave it at "Our hands are tied because even though we can, we won't because we'll get sued" is not good enough in this situation. If one of your long time customers is getting plied by false charges by a negligent vendor using YOUR card as a means to get away with it you should not only welcome such lawsuits if it means making the situation right for your customer, I believe you should have a responsibility to do so.

I disagree with you when you say this would bring into question ALL your merchant contracts. It would not. This was an unusual case, the merchant was clearly negligent, and over many months I provided more than enough detailed documentation and proof to Amex to prove that, including a signed witness statement to what had happened, financial records, etc.

I'm sure, after reading this, you'll still stick with your original statement of "There's nothing we can do", since that seems to be the company line. I don't believe that. I believe it is a poor choice of policy on Amex part concerning issues such as mine (perhaps prompted by your higher-ups who don't want to bother with going to court in situations like mine). But, nonetheless, if this is the choice Amex has made, and long time customers like myself are simply left to dangle in the wind (as you indicated in your response above), that by itself is a good enough reason for me to dump Amex as a company.
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