Consumer complaint received 2023-06-27
Company: AMERICAN EXPRESS COMPANY
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
XXXX XXXX I decided to take advantage of a balance transfer option offered to me on my XXXX XXXX. I wanted to transfer my Amex balance of {$10000.00} to my XXXX XXXX I used the XXXX app to apply. Im responsible- Ive never missed a payment. When I applied I didnt get an email confirmation. I still made my payment to Amex at the beginning of the month {$1000.00}, and then again at the end of the month {$600.00} just in case the balance transfer didnt go through. 

XXXX the balance transfer goes through and the balance is transferred to my XXXX XXXX, but Amex still isnt paid. I call XXXX and they say it can take up to 6 weeks. Small routine charges are still being made on Amex ( monthly total > {$100.00} ). 

On XXXX Im charged {$270.00} of interest. I call Amex on XX/XX/XXXX and tell the rep apologies abs refunds me the interest. The rep tells me it may take a few more weeks to process. I call XXXX they tell me a balance transfer can take up to 90 days to process, even though the balance transfer of {$10000.00} is showing on my XXXX XXXX. I give it a month. 

XXXX Amex charges me {$230.00} in interest. I call in and explain the balance transfer and they tell me they never got a payment and that I am still responsible for my payments. At this time my new balance is {$11000.00}. The minimum is {$390.00}. I can not afford both payments on my Amex and XXXXXXXX XXXX. I file a dispute with Amex, they tell me 60-90 days. I call XXXX XXXX confirms the balance transfer, and then looks into the info and tells me they paid Amex , but paid the wrong account number. They tell me they are going to submit it to a special dept to handle it, they dont provide me with a case number. 

XXXX Amex charges me a {$40.00} late fee, and XXXX in interest. Im unemployed, a XXXX XXXX XXXX XXXX. I can not afford both the minimum payment for Amex and the minimum payment for the XXXX XXXX. Amex calls me for payment and tells me they are sending my to the credit bureau. I explain what happened and the rep tells me to pay {$390.00} of the total minimum payment to at least pay the delinquent amount. I pay it reluctantly. I am beyond struggling at this point financially. I call my mortgage company to change the payment date because at this point I cant cover my mortgage. I call XXXX, and the guy I talk to on the phone takes all my info and tells me hes making a case, but cant provide me with the case number and gives me his employee number instead. 

At this point I start calling XXXX on a weekly basis, no one is helping me. No one even knows to seem what is going on. Im doubting anyone has even made an actual case. 

XX/XX/XXXX I call XXXX again and tell them Im going to obtain an attorney because I dont know what else to do at this point. I have no available credit, Im not working. No one is helping or listening to me. The girl tells me to call back on Friday, XX/XX/XXXX. I check my mail, and I have a letter from XXXX saying they are investigating. 

XXXX my Amex balance is now up to {$11000.00}. The minimum payment is {$420.00}. I can not afford this payment. The balance on my XXXXXXXX XXXX is {$15000.00} ( {$10000.00} is the balance transfer ). I am at a complete loss and dont know what to do. XXXX and Amex keep pointing the finger at each other, and Im the one who is suffering. All I was trying to do was consolidate the balance and make things a little easier for me. I had never missed a payment up until this point.

Company response to consumer: Closed with explanation