Consumer complaint received 2026-04-21 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: SC

Complaint narrative:
On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, American Express initiated three identical ACH withdrawals of {$4000.00} from my XXXX checking account. Only one withdrawal was authorized for a single American Express Platinum statement balance of {$4000.00}. Of the three duplicate ACH debits : XXXX. One was correctly applied to my XXXX payment. XXXX. One was returned by XXXX on XX/XX/XXXX ( " Returned Insufficient Funds XXXX XXXX '' ). XXXX. One was refunded by American Express only after I escalated by phone, but American Express then reposted the same amount as a new charge on my next billing statement despite the underlying bill having already been paid. XXXX has produced complete ACH trace records for all three withdrawals, including XXXX Trace Number XXXX for XX/XX/XXXX. American Express 's internal records only reflect two of the three pulls, which indicates the reconciliation breakdown is on American Express 's side. XXXX has corroborated my account in writing ( XXXX XXXX XXXX formal letter dated XX/XX/XXXX, case XXXX, which states that XXXX completed its investigation and that " The information we have received from American Expr ACH PMT indicates that the transaction ( s ) was properly debited '' deferring entirely to Amex 's representation ). As a direct result of this duplicate billing and American Express 's failure to correct it, I have been charged : - {$280.00} in interest on my XX/XX/XXXX XX/XX/XXXX statement - {$140.00} in interest on my XX/XX/XXXX XX/XX/XXXX statement - {$29.00} late fee on XX/XX/XXXX ( incurred while withholding payment to dispute the error ) Total fees and interest from this error : {$450.00}. Total amount in dispute : {$4500.00} ( {$4000.00} duplicate charge + {$450.00} in resulting fees and interest ). Evidence already provided to American Express includes XXXX checking account statements for XXXX and XX/XX/XXXX showing all three {$4000.00} ACH debits ; annotated XXXX dashboard screenshots ; American Express billing summary screenshots showing the duplicate rebill and added interest ; ACH trace numbers provided by my XXXXXXXX XXXX XXXX Manager ; a formal cover letter dated XX/XX/XXXX ; and confirmation of a three-way conference call held XX/XX/XXXX from approximately XXXX AM to XXXX XXXX XXXXXXXX between myself, my XXXX relationship manager, and an American Express Platinum Concierge representative , in which all evidence was reviewed and American Express still did not correct the error. Pattern of inadequate investigation : Since XX/XX/XXXX, I have submitted disputes through American Express on multiple occasions, including reference numbers XXXX ( filed XX/XX/XXXX ) and XXXX ( filed XX/XX/XXXX ). In each case, American Express closed the dispute within approximately 10 days without acknowledging or substantively reviewing the documentary evidence I submitted. The most recent closure occurred on or around XX/XX/XXXX. As of today, the disputed amount of {$4000.00} still appears on my account as an adjusted disputed amount, with no resolution communicated in writing. This pattern closing disputes before evidence can be submitted, and closing again after evidence is submitted without acknowledgment appears inconsistent with the good-faith investigation requirements of 12 CFR 1026.13 ( Regulation Z, Billing Error Resolution ). I have spent more than ten months attempting to resolve this matter directly with American Express. I am filing this complaint because internal escalation has failed.

Company response to consumer: Closed with explanation