Consumer complaint received 2017-06-30
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
This is a new complaint to eliminate any confusion of it not being filed by the Primary Card Holder of this account. Card has two balances : Standard Purchase & Standard Cash. XX/XX/XXXX Paid {$600.00} online. XX/XX/XXXX On XX/XX/XXXX statement payment was not allocated per Card Member Agreement. XX/XX/XXXX Called Customer Care with my complaint and after many repeated explanations ( from three people ) of how payments were applied to the overall balance and no answers of how the payments were applied to the individual balances, was finally given a dispute reference number XXXX to have the reconciliation group look at the situation. XX/XX/XXXX Received letter ( dated XX/XX/XXXX ) with explanation outlining how payment was allocated with the statement that the New Balance " ... on the Standard Cash portion was {$360.00} ... .. ''. This was close to what I expected for a balance however ; the account only reflects a combined balance of what the letter stated so I expected the Standard Cash Balance to be corrected on the next statement. XX/XX/XXXX Paid {$200.00} online.
XX/XX/XXXX The XX/XX/XXXX statement still did n't reflect the allocation described in the XX/XX/XXXX letter. Called Customer Care XXXX spoke with XXXX, XXXX XXXX XXXX. who finally told me the Standard Cash is not {$360.00} or {$410.00} ( XX/XX/XXXX statement ) but is {$560.00}. She started a case and have someone get back to me ASAP. XX/XX/XXXX Paid {$300.00} online. Called Customer Care for status on the Standard Cash Balance.  XXXX said no case number was entered. There was a click code entered asking for Balance Recompilation. She says they sent a letter out on XX/XX/XXXX ( I havent received ). She then says they are still working on it as of today. She says the click code ( XXXX XXXX ) is the same as a case #. XXXX is making a Billing Inquiry Case XXXX XXXX. She says it will take a few days to hear anything and she took my phone number in case they need more info. XX/XX/XXXX Called XXXX, Customer Service for status on XXXX XXXX. He asked for particulars, so he can get it fixed. He has XX/XX/XXXX letter. Had him read the Standard Cash {$360.00} balance figure, then look @ XX/XX/XXXX ( XXXX ) & XX/XX/XXXX ( XXXX ) Standard Cash Balances.. After 15-20 he determined the current Standard Cash balance of {$560.00} is due to the current inquiry ( XXXX XXXX ). Tomorrow ( XX/XX/XXXX ) is the end of the Billing Cycle and the Standard Cash portion should be {$250.00}. Should be way less because of the {$300.00} payment made on XX/XX/XXXX. Received letter ( dated XX/XX/XXXX ) which closed XXXX XXXX and put the {$560.00} back on the Standard Cash Balance without explaining anything other than referring me to the Card Member Agreement. XX/XX/XXXX Paid {$150.00} online. Called Customer Care explained nothing had been resolved received dispute number XXXX XXXX Received a letter dated XX/XX/XXXX stating XXXX XXXX has been concluded and {$490.00} has been reapplied to our account. <P/>This has all transpired without any new purchases or cash advances in XX/XX/XXXX by us. The only transactions on our part have been to pay every month on time and more than the Minimum Payment.

Company response to consumer: Closed with monetary relief