Consumer complaint received 2023-08-20
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
The following issue is with the company American Express. 

XX/XX/23 - I get approved for the American Express Business Platinum Card. 

XX/XX/23 - I contact American Express support through their live chat in the Amex portal to ask what is my introduction offer, upon which the representative tells me that my offers are the following : XXXX Membership Rewards Points after spending {$15000.00} or more 0 % APR for 12 Months. ( XXXX XXXX XXXX XXXX ) XX/XX/23 - XXXX get charged an interest fee of {$53.00} XX/XX/23 - I contact American Express support through their live chat in the Amex portal to ask why have I been charged an interest despite the 0 % APR for 12 Months. Upon which the representative opens a case for investigation. ( CASE ID : XXXX ) ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) XX/XX/23 - I get an alert from American Express that they need to talk to me about my account. I log into the online portal, open that chat support and talk with a representative about my business account balance. At the end of the conversation, I ask the representative to check on the status of the case previously open ( CASE ID : XXXX ). After checking the case, the representative confirms that my account comes with 0 % APR, I then ask if I will get a refund for the APR charged by mistakes, but after asking to confirm, he back tracks and says that the case regarding my APR is still open. ( XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX & XXXX ) XX/XX/23 - I contact American Express through their chat support again to check on the case status. The representative tells me that the case is still under review but that the fee I was charged might be linked to the annual fee associated to the Business Platinum Card, which made sense to me. But still proceeds to tell me that indeed I have 0 % APR for 12 Months. ( XXXX XXXX, XXXX, XXXX, XXXX & XXXX ) XX/XX/23 - I contact American Express through their chat support again to check on the case status. The representative confirms that the case has been closed and that the 0 % APR for 12 Months has been applied to my account. I then ask if I will get a refund for the fees I have been charged, which the representative gives no guarantee for those. ( XXXX  XXXX, XXXX, XXXX, XXXX, XXXX & XXXX ) XX/XX/23 - XXXX get charged an interest fee of {$350.00} XX/XX/23 - I get charged an interest fee of {$220.00} XX/XX/23 - I get charged an interest fee of {$65.00} XX/XX/23 at XXXXXXXX XXXX - After thinking that American Express was just taking their time to fix the account, I decide to take another avenue and call the RECORDED support line. I spoke to XXXX, who put me on hold and hung up, I then talk to another gentleman I can not recall the name that said spoke to a manager, that looked into the account and said there was a problem processing the intro offer, but that it will be fixed in 48-72H and will get a refund for all the interest charges. 

XX/XX/23 - I get charged an interest fee of {$64.00} XX/XX/23 at XXXX XXXX  - I call the RECORDED support line again, I talked to XXXX which said all the person involved in that case are unavailable today but that she will notify everybody, open a case and call me back in 48H max . 

XX/XX/23 at XXXX XXXX  - After receiving no news from American Express XXXX I call back their RECORDED line, again. Which I get someone on the phone that tells me that the case has been reviewed, the 0 % APR will NOT be applied to the account, I will NOT get a refund for the charges that were posted. 

At this point I feel completely mislead by American Express for months on end for them to accrue interest charges on my account.

Company response to consumer: Closed with explanation