Consumer complaint received 2023-08-29
Company: AMERICAN EXPRESS COMPANY
State: FL
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 am writing to submit a formal complaint regarding a persistent and unresolved billing issue with my AMERICAN EXPRESS accounts. For the past XXXX months, beginning in XXXX, I have been grappling with a recurring problem related to missing payments that were received but not properly credited to my XXXX accounts : the XXXX, XXXX XXXX, and XXXX cards. This matter has caused significant distress, financial harm, and damage to my consumer credit file, despite numerous attempts to rectify the situation directly with AMERICAN EXPRESS. 

Since the onset of this issue, I have engaged with AMERICAN EXPRESS representatives on multiple occasions, filed several disputes, and provided extensive documentation to support my claims. Throughout this period, I have received confirmation from multiple agents that the payments were indeed received, processed, and never reversed. Agents, such as XXXX on XX/XX/2023, and XXXX on XX/XX/2023, manually reviewed the accounts, confirmed the presence of payments, and acknowledged the existence of errors in applying these payments to the correct balances. 

Despite the assurances from these agents, the payments totaling {$51000.00} have not been appropriately credited to my accounts. I have faced adverse actions that have had a detrimental impact on my consumer credit report and reputation, including account cancellations, threats of collections, coercive practices to enforce payments, and unnecessary financial burdens imposed on me. 

I have provided comprehensive details and accounts of my interactions with AMERICAN EXPRESS agents, highlighting instances of misinformation, lack of due diligence, and inadequate resolution efforts. I have diligently sought to address these issues in good faith and have extended ample time for AMERICAN EXPRESS to rectify the errors and provide an equitable resolution. 

It is disheartening to note that the billing discrepancies and errors have not only persisted but have been met with inconsistent responses and actions from AMERICAN EXPRESS representatives. The lack of clarity, accountability, and proper resolution efforts on the part of AMERICAN EXPRESS have led to an erosion of trust in the company 's commitment to its valued customers. 

I am providing this formal complaint to the Consumer Financial Protection Bureau in the hope that an independent review of this matter will shed light on the extent of the issue and expedite a fair and just resolution. I kindly request the following : XXXX. A thorough investigation into the billing discrepancies and errors on my AMERICAN EXPRESS accounts, taking into consideration the evidence provided, recorded conversations, and statements from relevant agents. 

XXXX. XXXX correction of the account balances to accurately reflect the payments I have made, including adjustments for the {$51000.00} in missing payment credits. 

XXXX. Removal of any adverse actions or negative reporting on my consumer credit file resulting from this issue. 

XXXX. XXXX that AMERICAN EXPRESS will adhere to the principles of fairness, integrity, and good faith in addressing customer disputes and concerns, and that such matters will not be allowed to negatively impact customers ' credit or financial well-being. 

I urge the Consumer Financial Protection Bureau to review this complaint expeditiously, as the prolonged resolution process has already caused significant harm and distress. I am attaching supporting documentation to this complaint, including relevant communication records and details of my interactions with AMERICAN EXPRESS representatives. 

In summary, it is discernible from the details of my situation that AMERICAN EXPRESS has exhibited a deficiency in maintaining precise accounting, meticulous bookkeeping, and accurate ledger entries pertaining to my affiliations with their establishment. The prevailing accounting records present discrepancies and inaccuracies, deviating from the assurances conveyed by their representatives. Moreover, the account balances have yet to undergo requisite adjustments to align with the stipulated commitments and assurances made by AMERICAN EXPRESS agents regarding the recognition and allocation of payments made and received. 

Thank you for your attention to this matter. I trust that the Consumer Financial Protection Bureau will uphold its commitment to consumer protection and ensure a just resolution for the issues I have faced with AMERICAN EXPRESS. 

Be advised, I have still yet to receive any response to my latest challenge in regards to these circumstances and billing errors, previous correspondence has been attached to this complaint.

Company response to consumer: Closed with explanation