Consumer complaint received 2023-07-13
Company: AMERICAN EXPRESS COMPANY
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
The following is from a letter sent to me by American Express detailing all of the problems they have created for me since XX/XX/XXXX. " Dear XXXX XXXX XXXX XXXX We are writing regarding a recent inquiry on your above account. 
We received a payment of {$8800.00} and the credit appeared on your account ending in XXXX. 
Please be advised, we transferred the payment of {$8800.00} from your account ending in XXXX to your account ending in XXXX. The debit adjustment can be seen on XX/XX/XXXX statement of your account ending in XXXX and corresponding credit adjustment can be seen on your XX/XX/XXXX statement of your account ending in XXXX. 
Inadvertently, we issued an extra debit of {$8800.00} on your XX/XX/XXXX statement of your account ending in XXXX. 
In order to rectify, we issued a credit of {$8800.00} and the adjustment can be seen on an upcoming statement of your account ending in XXXX. 
Similarly, we issued two extra credit ( XXXX ) of {$8800.00} on your XXXX and XX/XX/XXXX statement of your account ending in XXXX. 
In order to rectify, we issued two debit ( XXXX ) of {$8800.00} and the adjustments can be seen on an upcoming statement of your account ending in XXXX. 
We have reviewed your account for any effect this has had on interest charges, delinquency fees, late payment fees, over limit fees, returned check fees, rebates or Membership Rewards points and have made adjustments, if necessary. 
While we investigated this inquiry you were not responsible for paying the amount under review. Since this concludes the Customer Service investigation, we have reapplied the amount ( XXXX ) under review of {$8800.00} to your account, which will reflect on your upcoming statement. '' I was told by XXXX XXXX, an account executive, that these transactions originated when an employee incorrectly applied a payment to a Gold Card that I closed in XXXX instead of my currently open Platinum Card. To add to this mess, yesterday I received a letter stating that my name had been changed on the closed card and they were issuing a new card to me in XXXX business days. I never requested these changes and XXXX ( employee # XXXX ) told me to " not worry about it '' and that the letter didn't come from American Express, despite me having it in my hand and it coming from their address with their logo and all the account information for me on the letter. I asked to open a dispute and this morning I woke up to an email saying they had filed a dispute regarding the {$8800.00} AGAIN on the Platinum Card and not the potential credit card fraud on the closed Gold Card. 
I have requested help multiple times and called dozens of times attempting to pay the {$8800.00} that they keep moving from card to card. Finally, in XXXX I was forced to pay a bill of over $ XXXX in order to avoid excessive interest and a bad mark on my credit after they added {$17000.00} to my Platinum Card with no notice what so ever, which could have been avoided had they just let me pay my bills in full in XXXX and XXXX. 
This is abuse and harassment that does not seem to have an end in sight and I need help. At this point it is either you or an attorney since American Express is only out for themselves and sees nothing wrong with their actions.

Company response to consumer: Closed with explanation