Consumer complaint received 2026-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
On XX/XX/year>, American Express notified me that my account was undergoing a periodic review and requested a payment of approximately {$3100.00} by XX/XX/year>. The notice stated that making the payment would allow me to maintain my current spending limit and avoid a preset spending limit addition and/or limit reduction. The notice did not state that failure to make the payment would result in the loss of my promotional financing terms. On XX/XX/year>, I made a {$3200.00} payment from my XXXX XXXX XXXX account and a separate {$600.00} payment from my XXXX XXXX XXXX account. The {$600.00} payment processed successfully. My required minimum payment for that billing cycle was approximately {$130.00}, so my account was not past due and I had not missed a required payment. The {$3200.00} payment was later returned. When I contacted American Express, representatives advised that they could not locate or verify the XXXX account. During the call, they read back the account number that had been entered, and I confirmed that it matched my account information. American Express also attempted to contact XXXX while I was on the call. However, XXXX advised that they could not provide or verify account numbers over the phone due to their policies. After speaking with American Express, I contacted XXXX XXXX XXXX directly to understand why the payment could not be verified. During that conversation, I was advised that XXXX had no record of an XXXX debit request from American Express during the timeframe in question. This added to my confusion regarding the reason the payment was returned. Because the issue could not be resolved during the call, American Express advised that the matter would undergo further review and that a supervisor would contact me. After that review, a supervisor called me back and instructed me to make another payment from the same XXXX account. I made the additional payment from that account, and the payment processed successfully. During that conversation, I was advised that my account was in good standing. On XX/XX/year>, American Express assessed a {$300.00} interest charge on my promotional balance, along with a {$0.00} interest charge. A returned payment fee was also assessed. Later, an additional {$0.00} interest charge appeared on the account. When I noticed the interest charges, I contacted American Express and explained the circumstances surrounding the returned payment. During my conversations with representatives and supervisors, I received conflicting explanations regarding what had occurred. At times I was told the issue was related to the inability to verify the XXXX account, while at other times I was told that I had missed a payment for that period, despite the fact that I had made a separate {$600.00} payment that successfully processed. A later payment from the same XXXX account was also successfully processed after review on XX/XX/XXXX. American Express ultimately reversed the returned payment fee, refunded the smaller interest charges, and reinstated the promotional period. However, the company refused to refund the remaining {$300.00} interest charge. I contacted American Express multiple times, including speaking with a supervisor on XX/XX/year> and XX/XX/year>, and requested that the {$300.00} interest charge be refunded. My request was denied. I am requesting reimbursement of the {$300.00} interest charge because I made the requested payment attempt, American Express read back the account number that had been entered and I confirmed it matched my account information, and a later payment from the same XXXX account was successfully processed after review. The successful processing of the later payment from the same account supports my understanding that the account information I provided was accurate. My account was determined to be in good standing, and American Express reversed or refunded every other charge associated with this issue except for the {$300.00} interest charge. In addition, American Express initially removed my promotional financing period as a result of this issue and later reinstated it, which further indicates that the matter was reviewed and corrected. Given these circumstances, I believe the remaining {$300.00} interest charge should also be refunded.

Company response to consumer: Closed with explanation