Consumer complaint received 2022-03-05
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:
I am going through a divorce and per legal advice I called American Express and cancelled my credit card and requested/was sent a new credit card. During that call I was advised that the old card would no longer be valid for any charges which included reoccurring charges or individual charges. My new card arrived so I was confident and comfortable that all had been taken care of. During this time I moved to a new residence. I rarely used the card and knew what my balance was at the time so I did not frequently check the account online as I had automatic payments set up for each month. After about a month and a half or two I did go to American Express online account after I used the card for a down payment on a couch. To my surprise I found that there were roughly XXXX of new charges in that month and a half - 2 month period of that I did charge. After review I found that my wife whom i am going through a divorce with was using my old card which I was told was no longer valid. The next 3-4 weeks were frustrating going back and forth with American Express . Not being called back when I was told I would, being provide contradicting information. I initially was told that all of the charges I disputed were reoccurring charges and there was no way to stop those even with canceling and ordering the new card. I was provided all contact info for all those companies and called them all. They all told me as my wife was the account holder there was no way for me to remove the card or would have to be her. After that I called American Express back and spoke to a manger who advised me that the representative was incorrect and there was in fact a procedure to cancel reoccurring charges and the person I initially spoke to to cancel and order a new card did not follow that procedure. The call was pulled to validate my story. I was then told the issue is being forwarded to that representatives manager and i wild receive a call back. I never received a call back. I called again and spoke to a representative who pulled the call and looked into everything who then told me they werent reoccurring charges they were actually individual charges. Completely contradicting everything I was told up to that point. Now I was being told that because they were individual charges they would not be able to credit. Again another contradiction and also consider that these charges were made with a card I was advised was cancelled and no longer valid. I was going through a divorce and we share a child. I advised and my position was I do not want to file fraud against my wife and cause any legal trouble, we have a child together and at the end of the day this American expresses fault. I spoke to a manager after that who advised the best course of action was to file a complaint with corporate as although they understand my position and would be upset as well they dont have the authority to credit the account. I was given an email address to the executive office and sent an email with my story. I was told they they pulled the call and did find the error but are unable to issue a credit for the charges because if the card is used by someone else even if not signed or presented I am responsible for payment. My short rebuttal to that was the card that was used to make the charges was a canceled card but was still able to be used! This is an error on American Expresss end which they should be fully responsible for. IN my email to their executive office i advised that some of the charges made between those few months were legitimate that i charged on the new card that was sent to me and provided them a list of those charges.

Company response to consumer: Closed with explanation