Consumer complaint received 2015-08-29
Company: AMERICAN EXPRESS COMPANY
State: MI
Product: Debt collection
Sub-product: Credit card
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint:
XXXX charged {$49.00} to my AM Express card for anti-virus software on the basis of an " automatic renewal '' provision in the prior year 's delivery of software. I attempted to advise them not to deliver any product. They say I was unsuccessful in my attempts and therefore I owe them the fee. I have disputed this through my credit card. 

They appear to premise my desire for their product on an automatic renewal process. While viewing the " automatic renewal '' as a scam unto itself, I also contend that they intentionally make difficult any efforts by consumer to " decline '' their product. I made reasonable efforts to notify XXXX that they chose not to heed. 

Attempted Communication : I responded to each email that XXXX sent to me on this topic in XXXX and XXXX of 2015. However, responding using the method of their choice ( email ) and to the address they use to contact me - resulted only in an email response to me indicating it was an " unmonitored '' email box. XXXX got my email but chose not to review the content. They chose to put some hurdles for customers to overcome to communicate and stop XXXX 's unsolicited contact. 
o XXXX 's automated response said, among other things, that I could find out more about my options by creating a customer account and identity with them. This was not an attractive option for a company from which I was trying to disengage. 
At this same time, I called the customer support telephone number listed on their website. After working my way through their automated phone menu ( no human being to speak with ), their system thanked me and hung up. I tried this a XXXX time with the same results. 
Finally, I sent XXXX a short note saying I did n't want their product. XXXX noted in their justification for successful deliver to me that they did not get a " fail to deliver '' notification. Similarly, with my note - I did not get a fail to deliver notification. In hindsight, I regret not sending it certified mail and keeping a copy. 

Product Status : XXXX 's argument may be that I should pay for a product or service that I possess. I do NOT have XXXX on my computer. I use XXXX. 
o If I received a software product from XXXX, I could not " return '' it using any method that I as a common user could technically perform. I immediately deleted any program with the XXXX or XXXX term. 
o I have attached a screen shot of my computer to show that I have XXXX and do NOT have XXXX. 
o I am willing to make mutually agreeable arrangements for anyone who wishes to do a more sophisticated review of my computer to ensure I do n't have and XXXX product. 

My biggest concern is that, under XXXX 's process, I may NEVER be able to stop them from annually charging my credit card. 

In closing, I still do n't believe this charge was legitimately authorized. I think this is a scam where companies make it difficult to stop or contest the charge. 

XXXX XXXX XXXX XXXX XXXX XXXX, MI. XXXX

Company response to consumer: Closed with explanation