Consumer complaint received 2023-10-09
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XX/XX/2023 I contacted American Express in regard to a unknown balance. This card was was mainly used on my XXXX account where I signed up for it. After being on the phone for about XXXX hours I noticed the fee was due to a charge that XXXX didn't refund back to the card. So I agreed to pay the charges and all other fees were waived due to me not being aware of the bill because I had not been using the card. After that the bill had a XXXX balance and I requested for the account to be closed. Later I realized that I was still being charged fees on this closed account. In which I reached out before or the beginning of XXXX regarding the bill. I spoke with a supervisor who said he would mail out all my statements and for me to let them know what fees I didn't owe, other then that nothing was done about it and the bill was at a outstanding balance of {$200.00} due for XXXX, accumulated from fees that American Express continue to charge me for no reason though I paid my last payment in XXXX and closed the account. I have called about 7 times since then to get this issue resolved and I keep getting the run around and poor excuses regarding the fees. I have spoke to three or four supervisors in which, only one that I spoke to on XX/XX/2023 attempted to get the fees removed but only down to {$150.00}. I am constantly being told these charges are from when I didn't pay my bill in XXXX or XXXX ; which makes no sense if I paid my last payment in XXXX and late charges/ interest were waived on XX/XX/XXXX. Statement shows that a fee of {$39.00} dollars was added on XX/XX/2023 after I made my last payment on XX/XX/2023, and they have continue to charge me late fees and interest since that date though my balance was XXXX when I closed the account. The statement shows their adjustments on XX/XX/XXXX though everything was done on the XXXX of XXXX. 
I think there is glitch in their system because these charges are not accurate and makes absolutely no sense. I am not willing to pay these because I made my last payment and haven't used this account anymore since I closed it. My last calls to XXXX XXXX were made on XX/XX/2023. I was told I had to speak to a higher up level supervisor and the call had to be scheduled even though I called on a week day. The call was scheduled for XX/XX/2023 for XXXX am and no one has called. I am fed up with this company, I've never had such horrible customer service with any company. They won't listen to me as a customer and they keep making excuses for these charges and no one seems to want to resolve the issue. I have given them several chances to resolve this issue in which they have said that the date has passed for them to be able to waive their own fees that I am wrongfully being charged. They are ruining my business credit because this card is a business card. I need this to stop. I will never do business with XXXX XXXX again or advise anyone else to either. To resolve this issue, I need for all the fees to stop, all their charges to be removed, no additional charges to be added, and no more bills from American Express.

Company response to consumer: Closed with monetary relief