Consumer complaint received 2023-10-04
Company: AMERICAN EXPRESS COMPANY
State: MN
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have been attempting to resolve this issue since the end of XX/XX/XXXX. I sent payment via check near the end of XXXX to American Express for one of my two credit cards with them. The check was returned 2x according to my financial institution before I noticed the error and transferred money to the correct account. XX/XX/XXXX ( third attempt ) my bank confirms that the amount of {$8900.00} ( XX/XX/XXXX Draft XXXX Processed Check - AMEX TYPE : RETRY PYMT ID : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   ) was removed from my account by American Express XXXX The next American Express statement showed that the previous statement balance was paid in full, as was my intention. XX/XX/XXXX American Express claimed payment was returned and re-applied {$8900.00} to my balance. This amount was not returned to my bank account and I never received any refund. I called several times to complain and open disputes ( many times the disputes were closed without my knowledge ). In XXXX my statement showed a balance of {$17000.00} after I had made complaints about the original amount which had not been settled. This the result of someone adding a duplicate amount of {$8900.00} to my American Express account. I complained about this additional issue, which was reversed on an upcoming statement and listed as an error. When I called to continue to complain about my missing {$8900.00} I was told it was applied to my account by one representative. Them meaning the added {$8900.00}. When I tried to argue this was not the case, they deferred back to the original statement that it could take 30-90 days to settle the dispute. My disputes were continuously closed and my concerns were not addressed. I was repeatedly told it could take up to 30-90 days to resolve the issue. My {$8900.00} is still missing, though it clearly shows American Express withdrew this amount on XX/XX/XXXX. With review of my bank statements up until today 's date, this amount has not been refunded. I recently sent a letter to American Express, with 2 bank statements, in hopes this would reach someone in the accounting office who will know what they are doing and who can review my account so they can resolve my concerns. I am not expecting them to attend to my issue as this has been the case the last 5+ months. My credit has suffered due to the reported overbalance back in XXXX ( dropped XXXX points ) and the continued balance on my account, which shouldn't be there. I simply ask that American Express apply the money they took from me in XXXX and apply it to my balance or refund me the amount so I can then re-issue payment to settle my balance. I have a folder filled with correspondances, statements and now an invoice from my lawyer whom I attempted to consult about this issue. I appreciate any help with this matter and only reach out as I feel I have exhausted all other options with this company.

Company response to consumer: Closed with monetary relief