Consumer complaint received 2023-05-16
Company: AMERICAN EXPRESS COMPANY
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I attempted to transfer {$870.00} from my American Express credit card to their XXXX XXXX XXXX so that I could pay our landscaper through XXXX. I kept getting error messages that the transaction from my credit card to the XXXX XXXX XXXXXXXX would not go through. Finally on the XXXX try it said it went through and my XXXX XXXX XXXXXXXX account showed {$870.00} available. I went into my XXXX account and paid our landscaper and the balance on the XXXX XXXX XXXX account was now at {$0.00}. On XX/XX/XXXX, I logged into my American Express account to pay off the {$870.00} and it showed that I had a balance of {$1700.00} due in my card. It showed that while trying to make the original transfer there were XXXX transactions of {$870.00} and that XXXX of them were reversed and that XXXX of them went to my XXXX XXXX XXXX however my balance of the {$870.00} from the second transaction was never available. I contacted American Express on the same day and explained the situation. I spoke to several individuals before finally speaking to someone that asked for screen shots of my account to be sent to them so they could figure out where the XXXX {$870.00} went to. I send the email along with attachments. 
The next month when my payment due for the other balance of {$870.00} ( I paid off the first one that I agree was owed on XX/XX/XXXX ), I called back into American Express. Im was told that they were still looking into the issue and to make the payment due to avoid having a missed payment that could show on my credit report. I asked them if I would get back the money that I would pay on it when it finally got straightened out and was told that I would if they could show that the debt was incorrect. I continued to make payments on the debt while calling in as my credit score was over XXXX and I did not want to jeopardize it. I kept getting told the same thing, it involves a XXXX party vendor and we are working on it. Finally in XX/XX/XXXX after no resolution from American Express and almost a year and a half of paying on a debt that I do not owe, I did stop making payments. I spoke to someone in XX/XX/XXXX that finally put me in touch with someone in the dispute department. I was told that they had no record of me ever disputing the original charge. I offered to forward the email from then if needed to show that I did contact them. I called back in later and was told the dispute was closed, but I received nothing in writing and was still told that it showed I have a balance. I still could not receive an answer on where the money went. They went on to open a second dispute in XX/XX/XXXX and I still have not received a finding in that one but have been told that my account has been sent to collections. This seems to be a technical issue that American Express refuses to clear up. They can not show where the second transaction of {$870.00} was ever available in my XXXX XXXX XXXXXXXX but they continue to try to collect on it.

Company response to consumer: Closed with monetary relief