Consumer complaint received 2019-12-31
Company: AMERICAN EXPRESS COMPANY
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
I originally sent a letter dated to American Express on XX/XX/XXXX. It was addressed to the CEO and I have heard nothing back. I also opened a XXXX   complaint and nothing was done about my issue. 

I am writing back about my request to waive interest charges on my account. In my history with American Express, up until recently I have really enjoyed having an account and I have had quick resolution to my issues. However, for the past year I have had issues with interest charges, and Im appalled that the previous agent who handled my request, XXXX XXXX, would not waive the interest charges in full, as I had requested. I expect a much higher level of customer service from American Express. My simple request for a waiver of my interest charges from when I started having issues with the Pay It, Plan It Program, was not out of the question. Additionally, the tone of the letter that I received was very rude and condescending, assuming that I dont understand credit and that I dont possess common sense. No one ever explained to me what was explained in the letter ( attached ) regarding the Pay It, Plan It Program. In fact, everyone I talked to seemed just as confused as I was as to why I continued to receive interest charges on my account. During the time frame where I was charged interest ( XX/XX/XXXX through XX/XX/XXXX ) I was also battling my own health problems and was constantly in and out of the doctors office, and my mother has been suffering from XXXX XXXX, so dealing with both of our health issues simultaneously was incredibly taxing. I had to call in multiple times about my account, with still with no answers or explanation of the Pay It, Plan It Program from any representative. If I had known what was going on, I would have certainly rectified the issue. I can also assure you that I asked several times in XXXX of XXXX that my return be credited back to my Pay It, Plan It Program balance. I dont think the agents ever handled this request correctly. My house had just been robbed, and I had purchased an alarm system that I thought would help me, and I had to call in about the credit about five times, to no avail, on top of having to constantly go to the local police to discuss what had happened with the robbery. The original purchase was made on XX/XX/XXXX, at XXXX XXXX, for {$290.00}, and was an alarm system for my house that did not work. The return was posted on XX/XX/XXXX. 
Again every time I have asked for information on the Pay It, Plan It Program, I was blown off by the representative on the phone, who would often become flustered and just tell me I needed to pay off my full balance, which didnt seem to be rectifying the issue with being charged interest. The way that I have been handled by your company, on multiple occasions, has been appalling. I have no idea why you would not want to make amends with a customer that regularly spends so much with your company and makes all of her major purchases with the American Express card. 
I have not been treated fairly or justly by American Express and I feel that I am being discriminated against. How American Express chooses to handle this is entirely crucial for me keeping my account, and further business, with your company. I am simply asking that my terms and request be met. 
Here is a break-down of the interest charges that I am requesting to be waived : XX/XX/XXXX Statement {$17.00} XX/XX/XXXX Statement - {$14.00} XX/XX/XXXX Statement - {$17.00} XX/XX/XXXX Statement - {$13.00} XX/XX/XXXX Statement - {$8.00} XX/XX/XXXX - {$16.00} XX/XX/XXXX Statement - {$6.00} I look forward to your reply and further assistance. 

Sincerely, XXXX

Company response to consumer: Closed with explanation