Consumer complaint received 2025-07-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: WA

Complaint narrative:
I am writing to formally escalate an issue regarding a duplicate payment refund for my American Express XXXX XXXX XXXX Credit Card. 

On my last billing cycle, I made a manual payment of {$3600.00} on XXXX XXXX just before the auto-pay date ( XXXX XXXX ). However, due to processing delays on AMEX end, the auto-pay feature still triggered and debited {$3400.00}, resulting in a total of XXXX XXXX and that result into showing negative balance of - {$3400.00} on my account, on XXXX XXXX when payment settled. 

I contacted AMEX team on XXXX XXXX, saying same to revert this transaction and requested a refund of the overpaid amount. I was informed by customer support team, that my auto-pay payment didn't went through due to insufficient balance in my chase checking account. But my chase account is showing payment was retried and its in progress, which eventually make my chase account 's balance negative i.e. ( - {$3300.00} ), I was informed by XXXX XXXX  they might charge me overdraft fees, so I transferred some money back to XXXX to avoid that. 

I was informed by AMEX team that a they will refund this negative balance back to me via direct bank refund, it was attempted but failed, and that a paper check would be mailed to my address instead, to do that they asked me to call back on XXXX of XXXX when this retry payment will settle and show in my account as it take XXXX business days. 

I contacted AMEX team on XXXX XXXX, saying to initiate refund check, they initially laughed and then tried direct bank transfer with my chase account and it's failed. I was told they are issuing a physical check to my address, they asked necessary questions like confirming my address, etc. They said they initiated a physical check to me, and they said it's gon na take 7 to 10 business days to reach that check.

It has now been 12 days since that request, and I have not received the check. So contacted AMEX team on XXXX XXXX for requesting acknowledgment for my physical check e.g. tracking number, etc. They said, they are issuing new check if you didn't got any, while doing that they tried to contact AMEX payment 's team to get status of first issued check but team was offline that time, so they asked me to callback before XXXX on business day. 

I contacted AMEX team on XXXX XXXX, explaining situation they tried direct-bank transfer with my another account for refund but it didn't went through, now they said they gon na issue physical check to my address, I explained previous check situation to them to expedited mail but they said, they can issue check and it's gon na take 7-10 business days to reach you. And they are doing it now, previous mailing request didn't went through due to payment is not settled within 5-7 business days.

With my 3 months of usage history, I accidentally missed my due date one time by 1 day, for that I got charged for monthly recurring interest of combining XXXX $ + XXXX $ late fee. But on the other end, I was told to wait for 7-10business days twice, without any acknowledgment of tracking number of physical check. It's been 24 days this is happened and yet I don't have a resolution/acknowledgment from AMEX team .

I am concerned by the lack of resolution and communication here. I kindly requested AMEX team the following : 1. Confirmation of the original check 's mailing date and destination address.

2. If the check is deemed lost or undelivered, asked to initiate a stop payment and issue a replacement check via tracked and expedited mail ( XXXX, XXXX, or similar ). 
3. Provide an expected delivery timeline and tracking information for the reissued check. 

Given the amount involved is big for me and the delay, I would appreciate CFPB team to take immediate attention and a clear resolution to this matter. 

Please treat this as a formal complaint and escalate to the appropriate department if necessary. 

Due to AMEX team 's delay in settling payments and chosen delivery options I'm spending lot of my time, in following up with them and requesting money from my friend for given time to sustain.

Company response to consumer: Closed with monetary relief