Consumer complaint received 2022-05-18
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY (NJ)

This situation has gone on longer than a month ( almost two ) so I need my issue to be urgently escalated : I have been trying to resolve this issue with Amex since XX/XX/XXXX of XXXX and the customer service department has yet to be able to connect me with the right person for assistance. I have wasted an unacceptable amount of time over the past two months being bounced around from one support agent to the next and have never once been able to speak with someone who could provide clarity or resolve. As someone who runs a customer support department, the last thing I want to do is write a complaint but after two entire months of trying to resolve this with patience, I dont see how else I could possibly be connected with the right person. 

I canceled my XXXX XXXX  card well over a year ago, however, I had a travel credit with American Express Travel. When I called Amex Travel on XX/XX/XXXX to use my credit for about {$370.00} to book a flight ( which I have done multiple times via Amex XXXX in the past ) the remainder of the balance was supposed to be charged to my XXXX XXXX XXXX XXXX Unbeknownst to me, the rep I spoke to charged my long-canceled XXXX XXXX card. 

As this card was canceled back in XXXX, I was no longer observing my balance because no balance was supposed to exist. I had no reason to be keeping tabs on a statement that I didnt even know existed. In fact, I was only made aware of this balance when I received the notification that it was past due via a phone call the week of XX/XX/XXXX. In this phone call, it was also shared with me that my XXXX XXXX and XXXX card were being paused until I satisfied the balance on the closed card that I have no access to and did not even know existed. How is this possible? How can a person pay a balance on an account that is closed? Why would a customer owe late fees on an account that no longer exists? 

I completely understand that mistakes happen so I assumed this would be an easy fix once I was able to speak with Amex. Unfortunately for me, its been a never ending disaster of me being passed from rep to rep who either are too limited in their allowances to help me ( although some truly have tried and I appreciate it ) or supervisors who dont seem to want to help to resolve the issue. 

All I want is for any late fees to be removed and for someone to move the accurate charge from the incorrect closed card to one of my current cards, which is exactly where the charge should have landed in the first place. I was told a rep could at least help me with that balance transfer but instead my XXXX XXXX charge has now been disputed. I never once requested a dispute nor would I since I did receive the paid for services. 

When speaking with your representatives, I have most often been asked Cant you just pay the bill? HOW? How do you pay a bill for a card that is canceled? 

I have spent countless hours on hold, been passed around endlessly, switched to the wrong person, verified my account more times than I EVER want to again, and still NO RESOLUTION. After a call yesterday where I once again recounted this entire issue, the supervisors response was, So, youd like to book a trip or a flight? Is that correct? 

Please tell me who can help resolve this so I can reach out to them. This charge was very clearly mistakenly placed on the wrong card but fixing this very simple mistake seems to be taking a village and still not reaching a resolution. 

I am requesting all late fees be removed from my due balance, the appropriate charge be moved to one of my current Amex cards, and for those current Amex cards be reinstated for use. How quickly can this be amended for me?