Consumer complaint received 2024-11-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: AMERICAN EXPRESS COMPANY
State: NC

Complaint narrative:
I was erroneously addressed as " XXXX '' in an email by one of XXXX customer service representatives name XXXX XXXX This error seemed intentional and suspicious, which is deeply unsettling. In a follow up to a XXXX  complaint about the matter I mentioned the following : Additionally, XXXX needs to focus on a more serious issue : they emailed me sensitive information belonging to a XXXX XXXX, including the last XXXX digits of his American Express card and an invoice totaling {$440.00}. This constitutes a violation of privacy and is a serious matter they are attempting to avoid. XXXX must take responsibility for this serious privacy breach. Additionally, XXXX response does not address the serious privacy breach they committed by providing me with the information of a different customer, XXXX XXXX, including his rental details and the last four digits of his card number. This was an egregious error, and XXXX attempts to deflect from this issue are unacceptable. There is no excuse for their carelessness, especially given that they were aware of my name and the name of the person listed on the contract. Initial XXXX  message : Subject : Formal Complaint Regarding Rental Experience at XXXX XXXX  ( Rental Record # XXXX ) Dear XXXX Customer Service, I am writing to file a formal complaint regarding my recent experience with XXXX at the XXXX XXXX. My rental record is XXXX. The car I rented consistently pulled when turning, making it both scary and challenging to drive. I contacted customer service and let them know I have a XXXX, XXXX, and XXXX XXXX XXXXXXXX, which the pulling exacerbated these. This significantly detracted from the experience, especially given my XXXX. We were in XXXX, and this issue had been very uncomfortable. I had hoped for a more pleasant and safe experience, but this issue left me feeling unsafe on the road. In addition, I informed customer service that the primary driver for the rental is XXXX XXXX, with myself as the secondary driver. Despite this, customer service has made this situation a challenge to get to a resolution. Due to the challenges with the vehicle, we made the decision to cut our trip short and returned the car earlier than planned. I also was the secondary driver because XXXX would not rent to me with a debit card. This caused a delay and inconvenience as navigating the pick up with a minor and an adult with XXXX had to be worked around this switch. Another point of concern is the difficulty I had in reaching the XXXX location for questions and concerns. The lack of responsiveness was frustrating, and to further add to my dissatisfaction, I was mistakenly addressed as " XXXX '' in an email by one of your customer service representatives. This error seemed intentional and suspicious, which is deeply unsettling. This XXXX Complaint ID is XXXX. Dear XXXX, I am writing to formally reject XXXX 's response to my complaint ( Complaint ID : XXXX, XXXX XXXX # : XXXX ). The rental was in my mother XXXX XXXX name because XXXX would not rent the vehicle using my debit card. This is a violation of XXXX rights. However, I was the one driving the vehicle, and I am listed on the contract. Therefore, XXXX can and should communicate directly with me regarding this issue. XXXXXXXX XXXX response is simply an attempt to complicate the matter and create unnecessary barriers to resolving the issue. I request that someone from XXXX contact me directly to address my valid concerns. Additionally, XXXX needs to focus on a more serious issue : they emailed me sensitive information belonging to a XXXX XXXX, including the last four digits of his American Express card and an invoice totaling {$440.00}. This constitutes a violation of privacy and is a serious matter they are attempting to avoid. XXXX must take responsibility for this serious privacy breach. Thank you for your attention to this matter. I look forward to your assistance in resolving both the rental issue and the privacy violation. Sincerely, XXXX XXXX Subject : Rejection of XXXX XXXX - XXXX  Case XXXX Dear XXXX, I am writing to formally reject XXXXXXXX XXXX response to my complaint ( Case XXXX, XXXX XXXX : XXXX ). XXXX explanation is both inadequate and misleading, and it continues to ignore the numerous issues Ive faced in resolving this matter. XXXX claims that their billing systems no longer have access to the rental details due to the rental being over a year old, and they state that they can only review billing issues for XXXX months. However, this is not a valid excuse for their poor handling of this matter. I consistently followed up with XXXX on this issue, and their response was dismissive, circular, and delayed. I was told that someone would contact me to resolve the situation, but no one ever followed throughespecially when I was out of state. I am well within a reasonable timeframe to request a resolution, especially considering that XXXX has failed to answer the complaint I originally filed with the XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) and failed to address the issue properly from the outset. Additionally, XXXX response does not address the serious privacy breach they committed by providing me with the information of a different customer, XXXX XXXX, including his rental details and the last four digits of his card number. This was an egregious error, and XXXX attempts to deflect from this issue are unacceptable. There is no excuse for their carelessness, especially given that they were aware of my name and the name of the person listed on the contract. Furthermore, the response from XXXX XXXX, ( the name is an error, the way the information looks on XXXX  it looks like the XXXX  rep is answering. XXXX didn't provide a name in their responses ) who is handling this matter on behalf of XXXX, is factually incorrect and contains errors when she claims that I did not contact XXXX. I even tried to reach the XXXX  location, but the system would not connect me with a representative. XXXX has failed to handle this situation appropriately at every step, and I will continue to pursue additional complaints until this matter is resolved. This issue remains unresolved, and I expect XXXX to address all aspects of my complaint, including the privacy violation and their continued failure to communicate properly. Thank you for your attention to this matter. Sincerely, XXXX XXXX Also please note that XXXX arranged the XXXX rental. When the XXXX rep followed up and asked about my experience my message was the following : XX/XX/year> XXXX XXXX, I received your message. The car rental was not good. We got there and there is no parking close by in the area. I have a XXXX and a son with a XXXX. Close parking is necessary. Then the car rental wouldn't accept a debit card and I didn't have the funds on a credit card. The vehicle had to be put in a family member 's name that was going on the trip. She added me as a driver. The XXXX XXXX was too small. We upgraded at a higher price. The exterior of the vehicles we had to choose from were dirty. I picked a familiar vehicle. It was the first vehicle in the lane. Oddly someone was blocking it at length. When I got in the vehicle I had to dip my head really low. It was painful entering the vehicle. I later adjusted it. The head rest bothered a neck injury so I had to use a back cushion. Lastly, unfortunately I was not aware that the vehicle pulls you in a lane when switching lanes. I was not familiar with that feature. When I contacted XXXX to see if we could switch out in XXXX  by the time someone contacted me we were on our way back. We came back a day earlier. XXXX hasn't been responsive.Do you have a direct person I can contact at the corporate level? Thank you,

Company response to consumer: Closed with explanation