Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5455972
Complaint Overview
Complaint ID: 5455972
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 rewards from credit card
State: New York
ZIP Code: 11101
Date Received: 2022-04-16T12:00:00-05:00
Date Sent to Company: 2022-04-16T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Without obtaining my consent, American Express and XXXX signed me up for an XXXX subscription service, " XXXX XXXX, '' at the cost of {$9.00} per month. As I researched old communications from these companies, I was able to retroactively piece together the following timeline : - On XX/XX/2022, I received an email from XXXX but co-branded by AmEx stating that I would be " receiving a complimentary membership to XXXX XXXX through your American Express Card. '' I never took any steps to request or sign up for this membership ; I was signed up by these companies. Calling this membership " complimentary '' is extremely misleading. Reading through the email now, further down in the email it states there will be a recurring {$9.00} monthly charge for the allegedly-free membership, starting the next month ( XXXX ). In sum, American Express and XXXX signed me up for monthly subscription service I did not request and which they falsely described as a complimentary ( i.e., free ) benefit of having an AmEx card, and then proceeded to charge me $ XXXX. At the time, I did not notice the reference to the charge ( which I would have to opt out to avoid ). - On XX/XX/2022, XXXX sent me a longer email saying I had received an upgrade from XXXX XXXX to XXXX XXXX. I recalled that my AmEx card had for some time provided me with a monthly credit to use for XXXX XXXX purchases or XXXX rides, so I not unreasonably assumed the XXXX XXXX membership was an expansion of the prior benefit. - On XX/XX/2022, I received an email from XXXX co-branded with American Express stating in large font " Hope you enjoyed saving with your complimentary membership from American Express! '' In bold font, the email also stated " No need to take any action on your end, weve got you covered. '' In much smaller font, it says I will be charged {$9.00} starting on my XXXX XXXX renewal date. It does not disclose the date. A footnote in even smaller font says that information, and the ability to cancel, can be found in the XXXX XXXX app. - Since then, I have been charged for an XXXX XXXX membership I never requested three times ( XXXX, XXXX, XXXX ), {$9.00} each month. I never received a statement, invoice, or email of any kind related to these charges. - On XX/XX/2022, I discovered this problem when I noticed the XXXX charge via a XXXX XXXX app notification. I initially thought it was simple fraud and called AmEx to report it. AmEx told me the charges were legitimate, and I should just cancel the membership and complain to XXXX if I wanted charges reversed. I did cancel the membership, but XXXX said they would only refund me one month 's fee ( XXXX ). I was then bounced back and forth between XXXX and American Express customer service agents. Both companies refused to refund me the XXXX and XXXX fees. - American Express and XXXX should never have enrolled me in a membership service that charged me without my consent. I should not have to opt out of paying for an allegedly " complimentary '' service that is nothing of the sort. American Express, in partnership with XXXX, behaved in an unfair and deceptive manner. I have no doubt that there must be other American Express customers who are affected. I would not be surprised if American Express was receiving some kind of kickback from XXXX for signing AmEx clients up for an XXXX membership without the clients ' consent.
Frequently Asked Questions
What is Complaint #5455972 about?
Complaint #5455972 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 2022-04-16T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with monetary relief". 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.