Consumer complaint received 2017-01-09 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: AMERICAN EXPRESS COMPANY
State: PA

Complaint narrative:
I have an XXXX Card. It has a pay in full portion and a pay over time portion. In the past, when I have reached my limit on the pay in full portion of the account, I have made an online payment to open up available credit on the pay in full portion. This is something that I have done many times before, and is what XXXX XXXX has recommended I do for his situation. On XXXX/XXXX/XXXX I made an online payment of XXXX, on XXXX/XXXX/XXXX I made an online payment of XXXX, and on XXXX/XXXX/XXXX I made an online payment of XXXX. My intention for all these payments was for them to be applied to the Pay in Full Portion of my account, just as they have always been before. When I received my next statement, it showed that these payments had been applied to the pay over time portion of my account, leaving me with an unexpected payment of XXXX being due. Following a previous attempt to get this corrected with XXXX XXXX at XXXX XXXX, I called XXXX XXXX on XXXX/XXXX/XXXX at XXXX XXXX and spoke to XXXX XXXX at XXXX XXXX. After a conversation with XXXX XXXX, he told me that he would refund me {$19000.00} by wire transfer, and I could then use that amount to help pay the XXXX. I provided him with the routing and account number from my business checking. He confirmed the the name on the account and the city and state in which it was opened. On XXXX/XXXX/XXXX at XXXX XXXX I called XXXX XXXX an left him a message confirming the routing and account number for the wire transfer, again I read this directly from a check for the account. On XXXX/XXXX/XXXX at XXXX XXXX. XXXX XXXX called me and confirmed that the numbers were correct for the wire transfer, and that in fact the transfer had been completed. I told them that my account had not received the funds. We agreed to wait till XXXX/XXXX/XXXX for the funds to clear my account. I called XXXX Bank on XXXX/XXXX/XXXX and spoke to the wire department, they stated they had no record of receiving a wire from XXXX XXXX in that amount. I then called XXXX XXXX at XXXX XXXX. and left a message, when he called me back at XXXX XXXX. I informed him of this, he stated that he would need to check into this and would call me back. On this call, we confirmed the numbers for the wire transfer for a third time. On XXXX/XXXX/XXXX at XXXX XXXX XXXX XXXX called me and stated that the wire for XXXX had " bounced back '', after a short conversation, we agreed that he would have a check sent to me for {$19000.00} by next day XXXX or XXXX and I would receive it on XXXX/XXXX/XXXX. I asked him to call me and provide a tracking number when available, he never did so. On XXXX/XXXX/XXXX I called XXXX XXXX and asked for the tracking number for the check. I spoke to a supervisor by the name of XXXX, she stated that XXXX XXXX would shortly call me back with information. XXXX XXXX called me back at XXXX XXXX he stated that he did not have any information about the check, but would research it and call me back. At this point, I informed him that I was going to issue a complaint with the Consumer Financial Protection Bureau. He then called me back at XXXX XXXX., and informed me that there was not going to be a check issued or a wire transfer, and that this was going to be handled by an adjustment to my account. He advised me to make a payment on my account of {$7500.00} before XXXX/XXXX/XXXX, and that he would make adjustments to correct my account for the next statement, but he could not make any promises.

Company response to consumer: Closed with non-monetary relief