Consumer complaint received 2018-06-19
Company: AMERICAN EXPRESS COMPANY
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with overdraft
Sub-issue: Overdraft charges

Complaint:
On XX/XX/XXXX, I received an email from American Express Serve stating my card was overdraft {$110.00}. I called American Express Serve and spoke to a representative who stated that when I paid my XXXX XXXX XXXX bill on XX/XX/XXXX, XXXX XXXX XXXX failed to collect the funds in the amount of {$120.00} until XX/XX/XXXX. This person also explained that the grace period for XXXX XXXX XXXX to collect the {$120.00} payment is 7 days from the date of the original transaction which was XX/XX/XXXX. The representative also stated that because the money was not collected in a timely manner by XXXX XXXX XXXX, it was sent back to my account and used for other purchases and when XXXX XXXX XXXX collected the {$120.00} on XX/XX/XXXX there was no money in my account to pay the bill, however ; American Express Serve authorized the payment of {$120.00} anyway thusly putting my account in the overdraft amount of {$110.00}. I later called XXXX XXXX XXXX and spoke to a representative who looked up my payment history and found in their records that the {$120.00} was collected and the transaction completed on XX/XX/XXXX not XX/XX/XXXX. I called back American Express Serve and explained the information I was given by XXXX XXXX XXXX about my payment. I was then informed by the representative that XXXX XXXX XXXX was wrong and that said representative would call XXXX XXXX XXXX and tell them their records were wrong. I agreed to conference call with both American Express Serve and XXXX XXXX XXXX so we all could clear this matter up. We were on the phone for over 2 hours during which 2 representatives from XXXX XXXX XXXX both explained their process of collecting payments and thoroughly went over my payment history with both myself and American Express Serve. Both XXXX XXXX XXXX reps stated that the payment of {$120.00} was collected and completed on XX/XX/XXXX not XX/XX/XXXX. XXXX XXXX XXXX even provided the confirmation number of the payment at the request of American Express Serve. Then the American Express Serve rep said he couldn't use the confirmation number even though he requested it. The XXXX XXXX XXXX rep explained that if an issue with my payment or method of payment was a problem it would show in my XXXX XXXX XXXX account and verified no such problem occurred. The XXXX XXXX XXXX rep then asked American Express Serve for their confirmation number to show there was an issue with the payment to which the American Express Serve representative stated everything is computer generated and the company keeps no confirmation numbers about customers or transactions. The American Express Serve representative then told me that there is nothing they can do to rectify the problem of overdraft although XXXX XXXX XXXX supplied all the information requested and gave confirmation of payment dated and transaction completion. I was told by the American Express Serve representative that I just " need to focus on paying them {$110.00} '' from the overdraft. According to the completed records from XXXX XXXX XXXX and the payment confirmation number of said payment of {$120.00}, I would not have an overdraft payment of any kind.

Company response to consumer: Closed with explanation