Consumer complaint received 2017-09-08
Company: AMERICAN EXPRESS COMPANY
State: AR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I ( XXXX XXXX ) received a call from American express on XX/XX/XXXX on a overdue balance {$1300.00}. I verified that my 2 credit cards are paid and I have a zero balance on those. When I called back the customer service, they told me that there is a 3rd card linked to my account and asked me to contact theft prevention team. When I called Amex theft prevention/protection team, they said no attempt of ID theft visible on my account. Also, they clearly told me that they do n't see any 3rd card to my name. I had a frustrating day to make them ( different department of Amex ) to come to a common point. After multiple calls to different departments, they agreed that there is a 3rd card linked to my account. That too when I asked what is the name on that dispute card. They said it was XXXX XXXX. I remember that used to get some junk mails in my mailbox with that name and I assume she was staying in the address several years back ( I know previous person stayed here before me for few years ). Amex said there is a mistake on their side and its a rarest problem and never happened before. They said it will take a week or so to resolve and asked to call back to verify as they cant inform me about it. And moreover, when I asked for a tracking number, they said there is no tracking number for this. Every time I call them, I had to explain the whole story few days. that 's another pain I had. I found one professional helpful staff named XXXX from fraud prevention team found a kind of a solution to keep a note on my account with his name and asked me to use his name to tell to the customer care or debt collector to refer to read it. That saved few frustrated minutes of mine in later days. After few days, shockingly my cards are suspended for charging. When I called, its again the same case, sounds like no interaction between teams. And next humiliation started. Everyday, I get calls from Amex asking me to settle the amount which I do n't owe. I had to explain everytime to them what happened and they say they will take care on their side. But, its never ending story till today. couple of times, the caller went ahead and asking my permission ( by mentioning the ending number of the account ) to take money from my checking account I used to pay this card ( I did n't have any auto payment though ). I was in XXXX XXXX and fear of loosing my hard earned money. When I called today ( XX/XX/XXXX ), customer care person said, the disputed account was delinked on XXXX XXXX. and she do n't have answer when I asked why they are calling to collect the money what I do n't owe. Also, when I asked why my cards are still suspended, she said she cant do anything but I need to call some other department. I asked for a compensation for all the humiliation and metal trauma till date, she put on hold for few minutes and offered me {$25.00} courtesy. I told her that I am not going to agree to that and will complain to CFPB. While I am typing this, suspensions on my cards are removed ( again no intimation to me ). Please help to get me a financial compensation equal to all humiliation and metal trauma I went through. Thanks.

Company response to consumer: Closed with non-monetary relief