Credit card or prepaid card -- Other features, terms, or problems -- Complaint #4612445
Complaint Overview
Complaint ID: 4612445
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with customer service
State: Nevada
ZIP Code: 89052
Date Received: 2021-08-08T12:00:00-05:00
Date Sent to Company: 2021-08-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX, I paid for An XXXX XXXX airline round trip for {$190.00} including trip flex for flexibility to cancel and/or transfer partial credit if I did not travel on XX/XX/XXXX. I could not travel. I called XXXX to notify but their lines continue to be busy by telephone ( multiple numbers ), chat ( not working ) and now by email. I was never able to notify them of not traveling as it is impossible to notify anyone at XXXX. I spoke to American Express XXXX Dispute services with customer service. They told me to work with the merchant. I told them I would but I am unable to even contact them. They tell me that they would not be able to do anything at this time. I told them that this was deceptive that no one can contact the airline. They told me that it is not fraud. I am unsure if they have made a legal conclusion. In any case, what is the point of having Trip Flex and pay for change airline protection when you can not even notify the airline of the intention to change the flight. I questioned American Express on why they keep the service with the airline and they would take it up with management. I wonder why I have no rights as a consumer with my credit card. I will eat the cost but it sound like a fraud. They sell the ticket. They then sell the tripf lex but you can not contact them for the trip flex product protection. Why even both with any trip flex. The cost of the ticket is {$130.00} but the trip flex is {$60.00} and the product for protection is not with any protection. The American Express customer services is the problem and I told them that as a consumer with the credit card division for 34 years since XXXX that I can not do anything as I spend several tens of XXXX a month on the credit card and it is not " fair ''. This may be a very small issue and it is to anyone who is poor or gets scammed but XXXX can not sell travel protection when the product and not able to be claimed and or utilized and American Express as a business should protect consumers from at least unfair business practice. I ask them if there was any consumer protection but apparently I was told that there is none and they are just intermediaries now. Perhaps it was different decades ago??
Frequently Asked Questions
What is Complaint #4612445 about?
Complaint #4612445 was filed against American Express Company regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2021-08-08T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.