Consumer complaint received 2022-12-27
Company: AMERICAN EXPRESS COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
AMEX account XXXX, Case ID # XXXX. 

The purpose of this letter is to explain a very unsatisfactory customer experience and request resolution to this unfavorable experience. 

My wife, XXXX XXXX, normal handles our payments and questions about any bills. She was authorized to talked and work with this account for the past many years. The name on the account is XXXX XXXX XXXX XXXX. You can review my payment history to see Ive paid consistently and on time on this card the entire time Ive been an AMEX card holder. 

This year I retired, and we are closing accounts we no longer need or use frequently to reduce our expenses. We have been an AMEX card holder and user for about XXXXwenty- nine years with few issues on the card or use. AMEX was one of the accounts we no longer needed at this point. On XX/XX/22 at XXXX EST XXXX XXXX XXXX AMEX Customer Experience to confirm we no longer needed the card to cancel and close the account. And we did not want to pay the renewal fee. She talked to a Customer Service Representative named XXXX. During the call XXXX was clearly told on two different occasions the card was cancelled and renewal fee would no longer be charged. She was told to destroy the card and any new charges we would need to pay. XXXX removed two automatic payments from XXXX XXXX and XXXX so there would be no more charges on this card. There were no charges in XXXX because these automatic payments were already removed. She destroyed the card, and we made no more charges on that card. The last charge we made on that card was dated XX/XX/22 prior to us calling XXXX in customer service. That charge was paid and we expected no additional charges or issues with this card. 

On XX/XX/22 we received another bill showing the renewal was not removed and we saw another fee charged or {$40.00}. XXXX called Customer Service again to see why we were still being billed. Customer Service told XXXX she was not authorized to talk about any thing on this card, and Customer Service hung up the phone on her. XXXX Customer Service would have asked to confirm with the card owner her authorization status to talk on my behalf for this card. Next, I called back at XXXX EST, and talked to XXXX and explained the situation with the hang up. XXXX transferred me to XXXX who was on the XXXX XXXX XXXX who said it would take ten to fifteen ( 10 to 15 ) more days to investigate and listen to the past conversations to confirm our position. This case number assigned was ID # XXXX. On XX/XX/22 at XXXX XXXX, 12 days later, we called back and talked to XXXX XXXX XXXX said to call back after XX/XX/22 to confirm the resolution on the account. On XX/XX/22 at XXXX we followed up again to Customer Service and talked to XXXX XXXX She updated my email, and, said AMEX needed more time on the investigation for a resolution. And we are still waiting for a resolution on this account. 

We request these conversations be reviewed to confirm the conversations, and the renewal fee of {$160.00} plus the new fee of {$40.00} be removed and the account show closed as agreed on my credit report. Please confirm these actions to me. 

And now we are being sent text messages daily on a past due acct. that should be closed and in good credit standing. We are being harassed by AMEX sending us text messages on both our phones. AMEX has never sent us text messages previously. So, I am equessting your help in getting a satisfactory resolution to this account issue.

Company response to consumer: Closed with explanation