Consumer complaint received 2019-08-02
Company: AMERICAN EXPRESS COMPANY
State: NY
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:
Re : Amex Card ending XXXX. 

Disputes were done in time by Mr XXXX, Amex representative kept assuring him before his payment comes due, he will see all the credits, and will they were in review he would not be responsible for them. But by then the representative on the Amex Cart team handling the account went on maternity leave and said will handle it on her return and he should not worry as she is in-charge of the case. On return she could not remove the disputes as the time was over and the burden fell on Mr XXXX. 
Delays by Amex Cart team created balances on uncredited disputes and fraud charges. Delays in investigating this created finance charges on the account as well. When I accelerated the case to the executive team at Amex, Mr. XXXX XXXX accepted the delays were created by the Amex Cart team and apologized but he still did not issue a full credit. Further some credits that he found were not credited to the amount of {$6800.00}. He emailed us that this amount should be credited but this was never issued by Amex. Interest on these have been continuing for the past ten years. We have sent dozens and dozens of emails, phone calls and reminders to their executive and consumer complaint team hoping they would take ownership of their errors and accept the emails of their former employees. In the interim the account was on auto-pay and they were charging us monthly interest of over 30 %. 
The reason we couldnt stop this minimum atuo-pay is because they would report nonpayment to the credit agencies, and they would ruin Mr. XXXX credit. 
I just reached out to Amexs executive team again to request to resolve this, and they found uncredited fraud charges for {$1000.00}, however, the interest rates charged on balances were approximately 30 % and the credits issued were calculated at a nominal interest rate. Approximately {$47000.00} has been paid in interest only till date on these uncredited disputes and fraud charges which despite immense patience and several emails to Amex has not be credited. 
Attached are emails to the account representatives. 
List of accumulated Finance Charges due to non-issued credits on time by Amex that need to be credited at the same high rate of interest it was billed at : FC '07 {$530.00} FC '08 {$3600.00} FC '09 {$4600.00} FC '10 {$4500.00} FC '11 {$4400.00} FC '12 {$4700.00} FC '13 {$4400.00} FC '14 {$4300.00} FC '15 {$4900.00} FC '16 {$3400.00} FC '17 {$4500.00} FC '18 {$2500.00} TOTAL Finance Charges {$46000.00} Additional Payments from XXXX {$4200.00} Total excess paid XXXX {$50000.00} List of disputes that created the finance charges. 
Date Account $ Amount Notes XX/XX/XXXX XXXX XXXX {$78.00} Returned XX/XX/XXXX XXXX XXXX {$140.00} Returned XX/XX/XXXX XXXX XXXX XXXX XXXX {$240.00} Returned XX/XX/XXXX XXXX XXXX XXXX XXXX {$99.00} Returned XX/XX/XXXX XXXX XXXX XXXX XXXX {$72.00} Returned XX/XX/XXXX XXXX {$500.00} Returned XX/XX/XXXX XXXX {$670.00} Returned XX/XX/XXXX XXXX {$850.00} Returned XX/XX/XXXX XXXX XXXX  XXXX {$220.00} Returned XX/XX/XXXX XXXX XXXX  XXXX {$150.00} Returned XX/XX/XXXX XXXX XXXX {$100.00} this credit was missed by store, other credits given XX/XX/XXXX XXXX XXXX   {$530.00} this was wrongly billed ( there was a credit due ) XX/XX/XXXX XXXX XXXX {$75.00} disputed this amount ( wrong charge ) XX/XX/XXXX XXXX XXXX XXXX {$80.00} 1 purchase additional wrong billing XX/XX/XXXX XXXX XXXX XXXX {$50.00} 1 purchase additional wrong billing XX/XX/XXXX XXXX XXXX {$160.00} Returned XX/XX/XXXX XXXX XXXX {$330.00} Returned XX/XX/XXXX XXXX {$15.00} this was to be credited Below are fraud charges that created additional finance charges. 
Date Account $ Amount Notes XX/XX/XXXX XXXX - XXXX Fraud {$120.00} Fraud XX/XX/XXXX XXXX - XXXX XXXX {$69.00} Fraud   XX/XX/XXXX XXXX - XXXX Fraud {$200.00} Charge was rebilled on XXXX XXXX " card Transfer Debit of Purchase '' XX/XX/XXXX XXXX - XXXX Fraud {$150.00} Fraud XX/XX/XXXX XXXX - XXXX Fraud {$200.00} Fraud XX/XX/XXXX XXXX {$110.00} Dont recognize the charge XX/XX/XXXX XXXX XXXX {$50.00} charge not recognized XX/XX/XXXX XXXX in XXXX {$380.00} Dont recognize the charge Below are Amex Bag insurance charges that were automatically added which were immediately requested to be removed these also had finance charges on them. 
Date Account $ Amount Notes XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$10.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$10.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$11.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited XX/XX/XXXX amex {$9.00} Baggage insurance, not needed, Called to be credited

Company response to consumer: Closed with monetary relief