Consumer complaint received 2025-11-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: AMERICAN EXPRESS COMPANY
State: MN

Complaint narrative:
Date of Complaint : XX/XX/year> Company : American Express Account Number XXXX XXXX XXXX XXXX XXXX XXXXXXXX Issue : Refusing to post verified payment ; wrongful account lock and financial review SUMMARY OF COMPLAINT American Express is refusing to post a legitimate, bank-verified payment of {$9000.00} that cleared on XX/XX/year>, despite direct confirmation from both the paying bank ( XXXX XXXX XXXX ) and the authorized account holder during a recorded three-way phone call. Amex has locked my account, sent it to their fraud department for financial review, and is currently reporting the account as past due despite holding verified funds that should have cleared the balance. 

DETAILED TIMELINE OF EVENTS XX/XX/year> : I submitted payment of {$9000.00} to pay off the balance on my American Express account ( XXXX XXXX XXXX XXXX XXXX ) from a XXXX XXXX XXXX estate account. 
XX/XX/year> : Payment cleared XXXXXXXX XXXX XXXX  ( verified by XXXX representative on XX/XX/year> ). 
XX/XX/year> - First Call ( XXXX XXXX ) : I contacted American Express because they refused to post my payment, leaving the account showing a negative balance During this call, THREE parties were present and verified the payment : American Express agent ( handling my case ) XXXX XXXX ( authorized user on the XXXX XXXX estate account and my mother ) - she verbally confirmed she authorized this payment XXXX XXXXXXXX XXXX  representative XXXX directly confirmed to the Amex agent that the {$9000.00} payment cleared the XXXX account on XX/XX/year> The Amex agent accepted this verification and unlocked my account, stating it could now be used I was told the issue was resolved XX/XX/year> - Approximately One Hour Later : I attempted to use the account and discovered Amex had re-locked it and sent it to their fraud department I called American Express again to understand what happened XX/XX/year> - Second Call ( Later Same Day ) : A different American Express agent told me : The previous three-way verification call " doesn't matter '' because she wasn't on that call The funds " did not get deposited on XXXX XXXX end '' - this is factually false and contradicts XXXX XXXX direct confirmation one hour earlier She refused to let me speak to a supervisor She placed my account under financial review and kept it locked CONTEXT : LEGITIMATE ESTATE PAYMENT Why the payment came from an account not in my name : My grandfather passed away on XX/XX/year> ( death certificate attached ) He left an inheritance in an estate account at XXXX XXXXXXXX XXXX XXXXXXXX XXXX ( my mother ) is the authorized user on this estate account These inheritance funds are being used to pay off my debts as intended by my grandfather My mother authorized and verified this payment directly with American Express This is a legitimate, documented estate distribution. 

EVIDENCE OF LEGITIMACY Similar payment processed without issue : I paid over {$60000.00} to XXXXXXXX XXXX from the same XXXX XXXX estate account with no problems- the payment was accepted and processed normally Three-way verification provided : Amex had direct confirmation from both the account holder ( my mother ) and the bank on a recorded call Payment cleared the bank : XXXX confirmed funds left their account on XX/XX/year> Death certificate available : Proves this is a legitimate estate situation ( attached ) VIOLATIONS AND HARM Refusing to post legitimate, verified funds - Amex is holding a cleared payment while reporting my account as past due Internal communication failure treated as my problem- The second agent dismissed verified information because she " wasn't on the call '' rather than reviewing their own call recordings False statements - Second agent claimed funds didn't clear XXXX when they demonstrably did Supervisor access denied- I was refused escalation during the second call Credit damage - Account is being reported as past due despite Amex holding verified payment that should clear the balance Inconsistent treatment - Other creditors ( XXXXXXXX XXXX ) accepted large payments from the same estate account without issue RESOLUTION REQUESTED Immediately post the {$9000.00} payment that cleared XXXX XXXXXXXX XXXX XXXX XX/XX/year> Unlock my account and remove from financial review Correct any negative credit reporting to all credit bureaus - this account should reflect as paid in full Review the recorded calls from XX/XX/year> where verification was provided Provide written confirmation that this matter is resolved and the account is in good standing SUPPORTING DOCUMENTATION Death certificate for account holder ( grandfather ) - deceased XX/XX/year> XXXX XXXXXXXX XXXX verification ( can be obtained via subpoena of XX/XX/year> call recordings ) American Express XXXX XXXX from XX/XX/year> ( two calls - morning and afternoon ) Proof of successful $ XXXX payment to XXXXXXXX XXXX from same estate account CONTACT INFORMATION XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX MN XXXX XXXX This complaint involves American Express refusing to honor a verified payment from a documented estate account while simultaneously damaging my credit by reporting the account as past due. I request immediate investigation and resolution.

Company response to consumer: Closed with monetary relief