Consumer complaint received 2016-10-25 00:00:00
Product: Credit card — 
Issue: Balance transfer — 
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
I received an American Express every day card with promotion of 0 % on purchases plus balance transfer for 12 months. Since I had few cards with high rate, I use the balance transfer benefit for XXXX my cards XXXX XXXX XXXX card back in XXXX XXXX. I provided the XXXX card number and the amount of {$760.00} to do a balance transfer. About 4 weeks later I found out that the transfer never took place, but I was charged {$760.00} plus {$75.00} and plus {$35.00} fees. I called American Express some time in late XXXX to early XXXX to ask why the transfer did not take place and It was explained to me that the transfer of {$760.00} was made to different company ( XXXX XXXX ). The agent and I confirmed the account number that was provided matched my XXXX XXXX XXXX card. I was assured that American Express was going to request for a reversal of the charges from XXXX XXXX and applied to the account number provided. The agent took my information to start the reversal process and told me it will take between XXXX4 weeks and I would be notified via email. In the mean time they temporarily took the charges and fees away. To my surprise I received an email that claims the transfer was legit to XXXX XXXX and they confirmed the legetimecy of the account and that I should contact XXXX XXXX but in the email they mentioned XXXX XXXX did not provide the reason. I reached out to XXXX XXXX to provide them my XXXX account number that was provided to American Express to find out the confusion. I was told by XXXX XXXX that the account is not legitimate and they have no open account on file under that account. I called Amex to informed them and recommended to even have a three way call with XXXX XXXX and or my XXXX card that was never paid even though the account number and information was provided and is on Amex file. No one seems to help or care about helping me. I have called Amex which transferred me to their balance transfer in XXXX and have waited countless hours on phone with no help and the employee lack of knowledge of XXXX credit card department stores. I am surprised that some reps did not know the difference between XXXX XXXX XXXX card which is offered through XXXX XXXX and XXXX XXXX. I have taken my complain to even social media XXXX and a rep by the name XXXX tried to help but at the end said she ca n't reverse the charge because I had told themes pay XXXX XXXX but she ca n't explain why they ca n't reverse the charge because they know that I do not have any active XXXX XXXX card. I asked her that I do n't have any XXXX XXXX card active over the last XXXX8 years why ca n't they reverse the wrong payment sent to an account that does not exist? No reasonable answer is provided. She gave me the same unreasonable answer that you asked us to pay XXXX XXXX with no proof and can not answe why would someone make a payment to a wrong company with an account from XXXX? It does not make sense. If even their was a mistake in a communication why ca n't they reverse the payment for an account that does not exist? Again, no help as she told me to reach out to customer service in which no one can help recover my money.

Company response to consumer: Closed with explanation