Consumer complaint received 2025-12-29 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: IA

Complaint narrative:
Dear CFPB, I am filing this complaint against American Express for unfair payment processing practices, excessive nonsufficient funds ( NSF ) fees, refusal to provide any goodwill relief, and the imminent negative impact on my creditall within my first month as a cardmember. 

What Happened : I opened my American Express account only XXXX month ago. Almost immediately, I encountered serious issues that have made this experience extremely frustrating and costly. 

Due to a timing issue with an initial payment attempt through my credit union ( where I have been a loyal member for over 15 years ), multiple NSF fees were charged to my new account. When I contacted American Express to explain the situation and seek assistance, their representatives instructed me that the only way to resolve the issue and bring my account current was to submit the payment via my credit unions bill pay serviceand to do so by XX/XX/year>. 

I followed their instructions exactly and initiated the bill pay payment on XX/XX/year>, well before my payment due date of XX/XX/year>. 

As of today, XX/XX/XXXXXXXX XXXXnow XXXX days past the due dateAmerican Express still has not received or posted this payment. This unexplained delay is causing my brand-new account to show as past due, which will trigger interest charges and almost certainly result in negative reporting to the credit bureaus, damaging the credit I worked hard to build. 

I have called American Express multiple times to explain that I complied fully with their specific directions, yet they have refused to waive the NSF fees, stop interest from accruing, or prevent late-payment reporting. 

As a brand-new customer who has done everything asked of me, I find this complete lack of flexibility and support unacceptable. 
This situation is causing significant financial harm and severe stress, especially since I am still in my first month with American Express. 
What I Believe Would Be Fair : Immediate refund of all NSF fees charged to my account. 
Waiver of any interest charges resulting from the delayed posting of my XX/XX/XXXX bill pay payment. 
Written confirmation that no late payment will be reported to XXXX XXXX XXXX XXXX. 
A goodwill statement credit to offset the inconvenience and potential credit damage. 
An investigation into XXXX XXXX practices regarding payment processing delays and treatment of new customers. 
Account Details : Account Issuer : American Express Account Type : XXXX XXXX XXXX Last XXXX digits of Account Number : XXXX My Contact Information : XXXX XXXX I can provide proof of the XX/XX/XXXX bill pay initiation from my credit union, call records with American Express, account statements, and any other documentation needed. 

This matter is extremely time-sensitivefurther delays will permanently harm my credit during what should have been a positive new relationship with American Express . I urgently request the CFPBs assistance in resolving this fairly and quickly. 
Thank you, Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation