Consumer complaint received 2018-08-29
Company: AMERICAN EXPRESS COMPANY
State: CO
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:
American Express Account Services says that I owe a charge of XXXX for XXXX XXXX XXXX that has been in dispute since XXXX, XXXX. Throughout the year, this dispute has been ruled in my favor, however someone inside of AMEX continues to overturn the credit with a debit. I have provided them indisputable evidence that this was paid for, with the hotel invoice dated and stamped paid with the AMEX card. Between XXXX and XX/XX/XXXX, I had many conversations with them, uploading this document at least 3x. Finally, on XX/XX/XXXX, I was on a call with their 2nd level manager in Disputes, XXXX XXXX. He asked me to email the invoice to him. I did. He remarked that it was clear it was paid for. He then went through all the notes since XXXX which contained my call in conversations about this. He said that AMEX really messed up my account and continued to add debits and credits incorrectly He said that I owe nothing and that I will never be contacted by them again. He said he was adding a permanent credit which would take care of this forever. I asked him to conference in the Accounts team to let them know because I had low confidence that AMEX would never call me about this again. He said he would tryhe put me on hold and tried to conference me in but said that the accounts team would not participate in a conference call with me to resolve this. He assured me that he told them about this and that he has provided a permanent credit on my account, and that I would never be called again to collect this money. I asked for written documentation and he would not provide it. I asked him to reply to me email stating that this was closed and I no longer owe the money. He said he could not, but again assured me that I would never get a call. He said if they call again, to email him and or call him at his extension. XXXX ' and extension XXXX. This week, I received 4 calls from AMEX saying that I owe the money. Upon the first call, Monday, XX/XX/XXXX I sent XXXX an email telling him that I was contacted by them and that I owe the money. He did not reply. The next day I received another call and sent XXXX another email. He did not reply. This morning, I tried to look up AMEXs US Consumer Complaint contacts and there is none to be found. I found official complaint processes for XXXX, XXXX, and XXXX on their site, but nothing for the US. As a result, I sent an email to the Leaders of XXXX XXXX asking for their help to provide me with a high level US executive who can fix his companys internal issues and close my  account out paid in full. I sent it to the following : XXXX XXXX Senior Vice President, XXXX Business and CEO,  XXXX XXXX XXXX XXXX Country Business Head, Global Corporate Payments, XXXX Mr. XXXX XXXX Head of Operations American Express Banking Corp . 
Nodal Officer Mr. XXXX XXXX XXXX Today, I received another call from AMEX stating that I owe the money. Just like all the rest of the agents, I have asked all of the customer service reps to read the prior notes and/or view the document that had been previously uploaded showing this is paid in full. I also asked them to review the previous notes with Ankit where resolution was provided. None of them would act on those prior notes. Today, Customer Service Rep XXXX ( ID XXXX ) promised me she would close this out. She asked for 2 hours to review the prior phone conversations with XXXX ( XXXX is on Medical leave ). She called me back and said she listened to the taped conversations with me and XXXX and acknowledged that XXXX resolved this issue, stating I do not owe the money. I asked her to act on itshe said she could not. I said what more do you needyou  listened to a tape of your manager talking with me and stating that I did not owe the money. She said she could not act upon that and that I need to speak with XXXX whenever he returns. I asked her to forward me to AMEX official complaint department where I can log the complaint. She said that Im talking to the department and she will log the complaint for me. I asked her for a copy of my complaint so that I have a record of it. She said there is nothing she can provide me. I asked her for the name of a VP in charge of her department. She said she could not provide it. I explained to her that I will be filing a formal complaint with the Consumer Financial Protection Bureau.

Company response to consumer: Closed with monetary relief