Consumer complaint received 2016-07-19
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Credit card
Issue: Other

Complaint:
Since we 've opened up our credit card in XXXX we have always paid our monthly balance in Full through auto-pay so we have never been late on any payments. 
This past XXXX I had to cancel a trip because the hotel I checked in at after arriving in XXXX state was a drug hotel. I breathed in chemical fumes and had an allergic reaction. I immediately took the first flight to go back home to XXXX the very next morning. Since I came back I put in disputes for various charges, hotel and car rentals. All of my disputes were " forgiven '' except for {$100.00} from XXXX This is currently under investigation after I had to re-do my dispute 3 times and submit a signed letter explaining why I had to cancel the reservation. The first dispute was closed down without any explanation and I had to resubmit a signed letter twice because AE lost my first documents that I submitted. 
Fast forward to statement closing date of XXXX, if I added up all the charges my husband and I made the balance comes out to {$740.00}. On XXXX AE automatically withdrawaled our full balance of {$760.00}. A difference of {$20.00} that we do n't understand/unaccounted for. On our newest statement, closing between XXXX due on XXXX shows that we owed a balance of {$1000.00}. Our new charges that is due is {$850.00}. AE is still disputing my remaining dispute from XXXX for XXXX. If I subtract the new balance of {$1000.00} minus our new charges minus the ongoing dispute of {$100.00}, their is a remaining amount of {$96.00}. 
This evening I tried to call AE 3 different times this evening to get clarification on what the previous {$20.00} and the {$96.00} unaccounted/unexplained charges were for but I either got hung up on by both a regular agent and a supervisor and was given explanations that did not make sense such as sometimes the computer can make mistakes, and you are paying for the balance that was carried over from 2-3 months ago but you were never given any late charge fees for it and you need to pay it now. Between being hung up on and given reasons that did not make sense and made my head spin every time I tried to understand what was going on because no one could give me a straight answer to where these unaccounted amounts came from. No one would not even admit to me that something was wrong except for the XXXX agent who said that sometimes computers can make mistakes. What did she mean by this????????????! 
I did n't even bother to go back to XXXX 's, XXXX 's, XXXX 's, XXXX 's statement etc.. because I 've had these unfortunate disputes and credits back to my account that my husband and I just accepted our Full Total amounts each month because we have our balance to be paid IN FULL ever single month automatically through auto-pay. If I tried to calculate going back, nothing made complete sense but in good faith we just believed AE was calculating the correct amounts because since XXXX we have never had any problems up until now. 
Since we 've signed up in XXXX with AE our FULL BALANCE would be taken directly out of our checking account. In addition the only ongoing dispute we have is this {$100.00} w/ XXXX of which I had to resubmit twice a written letter because AE lost my submissions even though I was told several times they received everything. AE insteadclosed down my dispute XXXX hours after they " received '' my XXXX handwritten signed letter explaining why I was disputing. My head is spinning from all the misinformation I have been given from AE this past several months and I currently can not be given a clear answer to why my dispute is still not closed and as to why I have these extra unexplained/unaccounted amounts from at least these past 2 months. XXXX only know if we paid more unaccounted/unexplained amounts these past several months because of AE complicated statement and misinformation they gave me when I called in for help.

Company response to consumer: Closed with monetary relief