Consumer complaint received 2020-02-14
Company: AMERICAN EXPRESS COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with cash advances

Complaint:
I have been an American Express Card Member since XXXX! On XX/XX/XXXX I purchased from XXXX   XXXX XXXX  exterior doors for our home cost of {$4.00}, XXXX on my American Express Blue Card with a Promo Balance Transfer Rate ( PROMO BT RATE ) Actual ANNUAL PERCENTAGE RATE of XXXX on XX/XX/XXXX and Nominal ANNUAL PERCENTAGE RATE XXXX. My statement Closing Date XX/XX/XXXX reflected the purchase was at {$4100.00} under New Activity PROMO BT RATE. Additionally, the statement reflected in the Finance Charges Promo BT Rate  activity it showed CK XXXX XXXX  XXXX XXXX  PROMO BT RATE for {$4100.00}? On page 3 of 6 it is precise and stated my Finance Charges. When American Express switched me from the Blue Card to the American Express Everyday Card they placed my purchase under Cash Advances from XX/XX/XXXX at an annual percentage rate 25.24 % ( v ) and the total was {$9300.00}. Now during my years of disputes my balance has reached an all time high of {$10000.00}!! I have been disputing this error for 14 years to date each time they make adjustments remove fees and move the balance into the Purchases at 7.24 % ( v ). Every month I have been paying an average of {$200.00} dollars in interest!. When I called to have my account corrected they sent me a letter that the account is too old records are no longer available. They managed to send me 10 large  packages of my statements of my individual duplicate copies of my account. Now I received a letter that due too many disputes they will close my account?. I believe they kept my purchase in the Cash Advances column and never corrected it after all these years. I have paid off 5 new cars but can not pay off this credit card going on 15 years and each time I dispute they threaten to  close my account and they no longer are willing to work with me? They sent a recent letter stating such due to unordinary amount of disputes. No way to treat a 38 year card member and in the defense of customer service they have been excellent but as they keep telling me their hands are tied once it goes to dispute. I am requesting an investigation or audit for them to provide all their notes on this account referencing the original dispute to include their calculations on how did they arrive to changing the terms each time on this purchase. Reminder I am only authorized a {$200.00} cash advance when you do the math it does not add up to a {$10000.00} even when you account for my other purchases. I will never be able to pay this card off at this interest rate. I just want the {$4100.00} purchase and my balance removed from the Cash Advances and paid off as it should be after 15 years one would agree. As a consumer I have a every right to dispute with no threats of closing my account after being a member for 38 years! I did contact Ms. XXXX XXXX, Executive Assistant at American Express Corporate on XXXX XX/XX/XXXX and she conducted her investigation and was unable to totally understand why they moved all my balance in the Cash Advance category. She contacted me a gain on XXXX XX/XX/XXXX and apologized on not being able to adjust or change the way my account is being charged it looks correct in the hierarchy but she did notice my concerns. I told her I would be submitting another formal CFPB complaint for resolution to include willing to go to court in Virginia. How many members has this happen to not just me? Thanks for your understanding!

Company response to consumer: Closed with explanation