Consumer complaint received 2017-10-05
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I had a fraudulent charge on my checking account with my bank XXXX XXXX. They resolved the problem and transferred my money to a new account number. I provided authorization for them to pay my American Express credit card. I sent multiple emails and phone calls to make sure they allow the payment to go through. I never received a response and a couple weeks later American express informed me the payment was denied. The lack of responsiveness from XXXX XXXX had me remove my assets and transfer them to a XXXX banking account. I called American Express and let them know that I switched banks due to this rejection. I informed the representative that I will be paying from a new account. At the same time I informed the representative that I would like to make a payment to pay my credit card balance in full at the time of XXXX XXXX since my original payment was denied. The representative let me know what my balance was and I authorized the payment. During the same conversation I kept confirming with the representative from American Express that my balance was zeroed out. He confirmed and stated that since I have made this payment my next payment would not be due until XXXX. In the last week of XXXX I went on American Express online to make a payment and it was showing that my balance was unusually high. I called to find out if there was a mistake. They informed me that my balance was high due to me not making a payment in XXXX or XXXX, which is false as there is a taped conversation stating my balance was at XXXX. American Express now stated that XXXX and XXXX were not paid and late fees were applied. I explained that my call on XXXX XXXX their representative confirmed that I made my payment and I was at a XXXX balance. On my most recent call the new representative told me my payment was only for the month of XXXX. My intention of my call on XXXX XXXX was to inform American Express of the change in bank accounts and make a payment to pay the full balance of my credit card-which I was told I did and confirmed many times. American Express is now saying that I did not make a full payment on XXXX XXXX. My complaint is for the deception and misinformation American Express provided me and if in fact my call on XXXX XXXX to make a payment was only for XXXX why was I told I had paid my complete balance? I was also told on my XXXX XXXX call that since I made a full balance payment my next payment would n't be due until XXXX. The new representative told me I was just given false information and would not resolve the problem. The call in XXXX was and should have zeroed my balance as confirmed by the representative from American Express on the XXXX XXXX call. 

I told the representative in my XXXX call that if I was given false information why was n't I informed properly. If in fact the payment I made only paid a balance through XXXXwhy would the representative tell me otherwise. He clearly stated that I was paid through XXXX and had a zero balance and even said there will be no XXXX payment! -because I was misinformed, I was charged a late fee and now have a balance a lot higher than what it should be. This has now burden me financially as my newest statement should of reflected payments from XXXX XXXX and beyond. Instead it is a lot higher as they stated XXXX and XXXX was never paid. American Express denied any wrong doing. 

Do not use American Express as their deceitfullness put me in a tough situation. My complaint stems from being falsely told I paid my full balance, would skip a month and only charged from XXXX XXXX and beyond.

Company response to consumer: Closed with explanation