Consumer complaint received 2017-12-01
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:
[ Requested Credit/Refund : {$690.00} + {$2400.00} ] [ Reason : Statement not Received / Service not Received ]. Dear Sir or Madam : I am appealing a rejected dispute on my card, & another dispute that seems ignored. AMERICAN EXPRESS conclusion is wrong. I contacted AMERICAN EXPRESS various times, sending the request via mail & online. I was given a bunch of different dispute numbers for this same issue yet my balance never changed. The wording of their responses didnt match my requests. Perhaps they didnt understand. I never receive the {$680.00} in adjustments. All I got were my old missing statements but it isnt much use for me now, other than to notice all of these fees billed due to not receiving the statements. I didnt receive any statements from XXXX since I moved. This dispute is for credits towards those months of being over-billed. I am seeking adjustments for multiple fees charged per month, as not receiving statements caused my bill to increase. The minimum payment amount also skyrocketed because of it. Ive reviewed all of the transactions within the time frame when I did not receive statements. Those fees billed which are pending credit are listed below. My current balance is {$6600.00}. New credits have n't been applied since I disputed. Transactions dates & amounts : XXXX/XXXX/XXXX {$37.00}, XXXX/XXXX/XXXX {$86.00} ( In XXXX the interest was lower at the rate of 18.49 % ), XXXX/XXXX/XXXX {$86.00}, XXXX/XXXX/XXXX $ XXXX {$38.00}, XXXX/XXXX/XXXX {$87.00}, XXXX/XXXX/XXXX {$29.00}, XXXX/XXXX/XXXX {$38.00}, XXXX/XXXX/XXXX {$91.00}, XXXX/XXXX/XXXX {$31.00}. The following 6 transactions arent listed in the statement but are shown in the inquiry area under the account services tab and in the open a billing dispute choice ( screenshot attached ) : XXXX/XXXX/XXXX {$91.00}, XXXX/XXXX/XXXX {$12.00}, XXXX/XXXX/XXXX {$9.00}, XXXX/XXXX/XXXX {$0.00}, XXXX/XXXX/XXXX {$0.00}, XXXX/XXXX/XXXX {$3.00} ( On XXXX/XXXX/XXXX my prime rate increased from 4.00 % to 4.25 %. The interest increased up to a rate of 18.99 % ( prime 4.25 % ) + 14.74 % ), XXXX/XXXX/XXXX {$24.00}. Totals : {$680.00}. Its been a difficult process requesting this credit. A response mentions the " prime rate '' saying that it cant be changed which is fine. I wouldve liked the rate to not have been affected but if that cant go back to how it was originally ; I only ask for the credits mentioned. I received another response regarding a Foreign Transaction dispute which makes no sense. ____________________________________________________ In addition, Ive disputed a MERCHANT transaction that totals {$2400.00} for service not received. Dispute Reference Number : XXXX. I submitted documentation consisting of statements, detailed explanation, & specifying all of the transactions with the initial dispute to AMERICAN EXPRESS. Then a month later instead of receiving my fair resolution, I received another letter from AMERICAN EXPRESS asking for everything I had already submitted the first time ( with my dispute which I know was received ). Ive waited 7 weeks/51 days yet nothing has been done besides the mailing of a generic reply. Describing the events surrounding MERCHANT claim : The MERCHANT didnt permit the use of the services which I paid for in advance because theyre saying it expired. Never was an expiration ever mentioned by the MERCHANT when I paid. I contacted the Merchant in good faith but they dont want to cooperate nor honor the services. If I want to use their services they rather have me pay again to earn more money. While what I paid for remains unused. The fair resolution is to receive the {$2400.00} back. As its being billed in exchange for nothing. Transactions dates & amounts with specific statement appeared on XXXX/XXXX/XXXX {$500.00} On XXXX XXXX, XXXX/XXXX/XXXX {$130.00} On XXXX XXXX, XXXX/XXXX/XXXX {$630.00} On XXXX XXXX, XXXX/XXXX/XXXX {$630.00} On XXXX XXXX, XXXX/XXXX/XXXX {$630.00} On XXXX XXXX. Totals : {$2400.00} from the same MERCHANT. In order to not enter a double clam, I have decided to include information about my two disputes here. I hope you understand. I included all the appropriate documentation & responses.

Company response to consumer: Closed with monetary relief