Consumer complaint received 2016-10-01
Company: AMERICAN EXPRESS COMPANY
State: MA
Product: Credit card
Issue: Billing disputes

Complaint:
I am writing to express my extreme disgust with the handling of my credit card account. I called AMEX customer service on XXXX XXXX, 2016 at XXXX pm so any tapes can be referenced. I called to make a {$400.00} payment. A few days later, I went to the post office to mail a package and used my debit card from my XXXX XXXX Bank account - the same account I used to pay the {$400.00} payment to AMEX. My card was declined. I then used my XXXX AMEX and that too was declined. I ran to XXXX 's Bank and asked them to review my account and they saw that a payment was put through by AMEX for {$12000.00}. I NEVER AUTHORIZED A {$12000.00} payment. The customer service agent put this through in error. PLEASE LISTEN TO THE TAPE! The money was put back into my account because I was now left with a - {$11000.00} in my account from AMEX for the {$12000.00} charge but also with a {$27.00} fee from AMEX and a {$35.00} bank fee. In addition, they also debited the original {$400.00} for the AUTHORIZED payment. Three days later the same thing happened when I went to buy coffee for {$3.00}. Again, my debit card and all AMEX cards were frozen and again I incurred {$27.00} fee from AMEX and an additional {$35.00} bank fee. This time, XXXX points was credited to my AMEX account for " XXXX ''. I thought that everything was corrected except that this was done A THIRD TIME with the same fees from my bank and AMEX. After I called for a third time and the money was never debited from my account, AMEX credited my bank an additional {$12000.00} on XXXX XXXX. I did n't have any issue with my account so I do n't usually check my account and even made an additional payment for XXXX. I checked my account balance on XXXX XXXX or so and realized that an additional payment for {$12000.00} was made into my account. I spoke with my bank and they said wait a few days since AMEX would probably realize that the error was made BY THEM and they would either contact the bank or me and I would then have an address to mail it to or some way to send the mistaken deposit back. I knew that if I called customer service, the issue would somehow be MESSED UP AGAIN. Be XXXX XXXX, nothing had happened, so I emailed AMEX and recounted as clearly as possible the mistake by AMEX. The reference number for the email is XXXX. I never heard anything back and do n't normally check my AMEX balance until the due date. Why would AMEX put {$12000.00} into my bank account with no authorization or no request from me and then charge my credit card for that amount. Is it so AMEX can collect interest fees? Did n't an issue like this occur with XXXX XXXX? Is this the same type of fraud? On XXXX XXXX, I received a letter saying that the dispute that I brought up with the email was resolved and closed. My husband said to check the online account and there I see A CHARGE TO MY CREDIT CARD OF {$12000.00}!!!!! Now I am again accruing interest on a charge that I never made or authorized so that AMEX could correct their many errors! I am filing a complaint with the CFPB and I am going to contact a consumer protection lawyer on Monday. What I am expecting is an address for me to mail the mistaken deposit that was made in error to my XXXX 's Bank account for the {$12000.00}. I would expect someone from AMEX to reach out to me immediately because when I spoke with XXXX and XXXX in the XXXX XXXX office today, XXXX XXXX, I was treated with less than any courtesy or respect. No solution was offered except to pay off the charge and interest and I was treated if I was the one who made fraudulent charges. I have emailed several AMEX executives today and waiting for some kind of response. I have not spent the {$12000.00} mistaken deposit because I knew it was n't mine to spend but then to be charged and accrue interest. I am not computer savvy so it is difficult for me to download documents.

Company response to consumer: Closed with monetary relief