Consumer complaint received 2024-04-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY
State: WI

Complaint narrative:
I am writing to file a formal complaint with the CFPB regarding the American Express XXXX XXXX 's failure to fulfill its obligation to discharge my debt. I believe the actions of American Express XXXX XXXX are in violation of consumer protection laws and regulations. I would like to bring to your attention the following details regarding my complaint : Account Number : XXXX I have been diligently making payment of my debt owed to American Express. However, despite my efforts, the debt has not been XXXX as per the terms of the indenture agreement. I have fulfilled all the necessary requirements and obligations, and it is the responsibility of American Express XXXX XXXX to honor their commitment and discharge the debt. 

AMEX signs pursuant to The Trust Indenture Act of 1939, to protect the interests of bondholders. It include provisions that outline the duties and responsibilities of the trustee such as the trustee 's role in safeguarding bondholders ' interests, administering payments, enforcing bondholders ' rights, and providing reports and communications to bondholders. 

I emailed both XXXX XXXX and XXXX XXXX XX/XX/XXXX regarding this matter as I found their signatures on AMEX XXXX XXXX agreement. I hope to hear back from them asap as this has been a TERRIBLE burden on my family. 

Furthermore, I would like to illustrate the colossal waste of time I've spent regarding this matter. This following is only some of our chat history ; this does not include time I've spent on the phone, mailing letters, emails, faxes, etc. This is a punishable crime. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --- Thank you for taking the time to chat with us today. While I am reviewing your account, please feel free to provide any relevant information. 
Hello there A Customer XXXX XXXX will be with you shortly. 
When will you be crediting my balance so I may use my card? I'm working at my computer so take your time. 
Thank you for responding to American Express XXXX. My name is XXXX XXXX. Am I chatting with XXXX XXXX? 
Hello and yes, this is she : ) First, thank you for being a valued client since XXXX, we truly appreciate your business with American Express. 
Good morning. How are you? 
Thank you Very well : ) Please stay connected while the chat is being transferred. I will also relay the information to the next representative to check this for us. 
I'll be sending you a link as well to be able to update your information. These links are to update your contact and employment information. In case of any changes. You may update your account profile after this chat. 
Kindly ignore if it's already updated. 
Other than that, Have I covered all your concerns and made this a great chat experience for you before I connect to customer service? 
Sure, sounds good : ) Please stay connected while I connect you to dedicated team. Always remember, we are all on this together. And will always consider it our privilege to be of service. It was my pleasure to assist you today. Thanks for chatting and working with us. Thank you for being a part of our journey here at American Express. 
Thanking you for being with American Express since XXXX A Customer XXXX XXXX will be with you shortly. In the meantime, please provide any information that may help us assist you. 
Hi XXXX! This is XXXX! Please allow me a moment and I'll pick up from where we left off. 
No problem at all No worries! Thank you for taking your time to raise this with us. I am checking this for you. Please be online with me. 
I have checked your account, and I would like to inform you that, it takes XXXX hours for the credit limit to refresh and get updated on your account. However, if it has taken a lot of time for this, then I request you to please get in touch with our dedicated Account Services team after XXXX hours, so that they can update your card credit limit manually from their end, and your issue will be resolved. 
So, Would you be able to call on the direct number if I share it with you? 
I'm here, working. Take your time. 
Sure, absolutely Sure. Thank you for your kind understanding and patience. 
Please have this number, and call them whenever you are free. 
XXXX Operational Hours of work -- XXXX hours a day / XXXX days a week Is there anything else I can do to make your day easier? 
Ok, thank you. Will you also be noting my account that I inquired about when my balance will credited? 
That has already being done, and this chat is available for both of us XXXX. You could check, and review this chat anytime. Also, the chat notes are added to your card account. Your understanding is appreciated in this. Thank you! 
Fantastic. Thank you so much for your help and have a terrific day. : ) Pleasure! I appreciate your valuable time today. 
It was a pleasure assisting you with your query. American Express appreciates your business. Have a great rest of your day! 
XXXX XXXX, XXXX We need to chat with you. It's an important matter regarding your account. Please respond if you have a moment to chat with us now. 
Hello there. When will you be crediting my account for my payment? 
Thank you for responding to American Express XXXX. My name is XXXX. Am I chatting with XXXX XXXX? 
Yes, Ma'am Thanks for taking out the time to chat with us today! Let me quickly check the account details for you. Meanwhile, feel free to elaborate on your concern if needed. 
My payment has not been applied to my balance details portion of my account. 
Thanks for staying connected with me, I have thoroughly checked the account details for you. 
No problem. 
I'm afraid I do not see your payment reflecting on the account as of now. Just to confirm, XXXX I know the amount and mode of this payment? 
PIF I uploaded a photo of it, faxed it and mailed it. It's showing there is no payment due but the balance has not been credited. 
Thank you for sharing! So, just to confirm, this was a check payment sent to us via mail. Correct? 
Yes, that is correct. It was my dividend check, endorsed to AMEX. 
May I know if the funds have been deducted from your bank for this payment? 
I don't think you understand what I'm referring to but your supervisor might and legal definitely will. The " Coupon '' is a dividend check that belongs to me. I endorsed it to AMEX. That is why my balance is in " dispute '' but it's not in dispute when you click on the dispute link. 
The payment has been applied already, which is why it states, XXXX balance. 
I would need to connect you with our dedicated Customer Service XXXX so that they can assist you with this concern. I have mentioned the query in notes for you so that you do not need to repeat the concern and the team will be helping you right away! 
A Customer Care XXXX will be with you shortly. In the meantime, please provide any information that may help us assist you. 
Sure thing. 
Hi, XXXX, my name is XXXX. 
XXXX. Great name. 
Hello there. Good afternoon! Please allow me to read the conversation above to further assist you on this. 
Absolutely. 
Thanks for your patience with me! Is this the {$20000.00}? 
Yes, sir. 
Thank you for that swift confirmation. I will now review the account. 
I will need few minutes here to fully review the dispute filed on the missing payment. Is it okay to ask for XXXX minutes here? 
Take your time. I'm working on the computer, regardless. No rush. 
I appreciate your time in waiting here. I have found the case submitted towards the missing payment. Now, I know that you want this to be checked and I will contact our internal team towards the review to see the result of the investigation. 
I would like to ask for your patience here to contact us back within XXXX days for the outcome. 
XXXX business days? Are you sure about that? 
Yes, the reason for that is the case has been completed, but we would like to ask them the details of the investigation to provide that to you and to know the resolution they made on the account. 
Why would that need XXXX days? The payment was made so why would it take that long to receive an answer? 
I can sense the urgency here. The payment did not reflect on the account but our team has opened a case to investigate and provide action for your account. Now, we will contact them directly to reissue to you the outcome or for us to provide that to you after we received a response from our internal team. 
AMEX recently pulled my credit report without my authorization. It didn't take them XXXX days for that. 
I get you on that and please know that we are here to provide the help needed towards the payment you made. Please know that as the payment has been submitted for a case, you are not liable for any balance on the account towards that payment as our team will provide action to help you. 
Right now, I will be the one sending the email towards our internal team to provide the result of the case and the action provided to help you. 
After having my XXXX credit destroyed by fraudulent practices, I've become very informed of my rights. As long as you will kindly relate the message to your team, a reminder, pursuant to 15 USC subsection 78t, " It shall be unlawful for any XXXX or XXXX of, or any owner of any securities issued by, any issuer required to file any document, report, or information under this chapter or any rule or regulation thereunder without just cause to hinder, delay, or obstruct the making or filing of any such document, report, or information. '' I truly understand you on this matter. I'll have this sent to them but please know that as you have reported the payment that is not reflecting on your balance, our team has reviewed it and submitted a case. Hence, any possible action to correct this will be made on the account. 
I'm receiving emails about payment due when payment has already been made. Legally, after I revoke my POA, the dividend check belongs to me. I gave it to amex. I am aware of securities fraud, just to pass along. 
This will be sent to them and I will have this communicated to them as I am with you on this. 
Please be assured that American Express will help and will provide action accordingly for this payment that is missing. 
Ok, XXXX. Thank you for your time. You've been excellent. 
No problem on this. I know how you feel about this and I will send them a communication for the result. I appreciate your understanding on this matter as well. 
I want to make sure that all your queries have been addressed. Would there be anything else that I can do for you? 
No, you've addressed everything really nicely. I appreciate that. Thank you. 
You're very much welcome, XXXX! It was a pleasure assisting you with your query. 
American Express appreciates your business. Have a great day! 
You too, XXXX. : ) XXXX XXXX, XXXX XXXX, I received another message, stating I need to chat regarding my account. 
So here I am. : ) Any updates on when my balance will be credited? 
Thank you for responding to American Express chat. My name is XXXX. Am I chatting with XXXX XXXX? 
Yes, you got it! 
Thank you for confirming. Thank you for keeping us in your wallet. I hope you are doing well. I am from the account services team of American Express. 
Hello XXXX. Let me quickly review your account. Please stay connected. 
No problem. Take your time. : ) Thank you! 
Thank you for patiently waiting. 
XXXX, I see that XXXX of the dedicated team is handling your account, and I would kindly request you to call the team on this number XXXX, and the team are available from Monday - Friday XXXX a.m. - XXXX XXXX, Saturday - Sunday XXXX a.m. - XXXX https : XXXX. 
And this is in regard to the limit reduction on your account. 
Would you prefer I call right now? 
Yes, you can call them right away as well, XXXX. 
Is there anything else that you wish to check on the account? I will be happy to help. 
calling now ty! 
Perfect! You're welcome, XXXX. Thank you for chatting with us today. We appreciate your Business. Have a great rest of your day. 
Take care! Bye. 
XXXX XXXX, XXXX We need to chat with you. It's an important matter regarding your account. Please respond if you have a moment to chat with us now. 
Hello, I see there is a message for me to chat. Please update me regarding my status. 
Thank you for responding to American Express XXXX. My name is XXXX. Am I chatting with XXXX XXXX? 
Hello there, I sent my dividend remittance coupon in to amex and wanting to know why my balance hasn't been credited. 
Hi, Am I chatting with XXXX XXXX? 
Yes, you bet. 
Thank you for confirming. Thank you for choosing American Express as your credit partner. 
Let me quickly connect you to the Customer service team who will be able to assist you better with this request. Please stay connected. 
Please take a moment to update your information. I am sending XXXX links with instructions to complete. These links will direct you to the American Express Web page. You XXXX update the changes at your convenience after this chat. 
A Customer Care XXXX will be with you shortly. In the meantime, please provide any information that XXXX help us assist you. 
Hi, XXXX. You are connected to XXXX. I will pick up from where you left off. 
Hello, XXXX I will check this for you right away, please allow me a moment here. 
Just to confirm, are you referring to any paymenet that you sent to us? 
Thank you XXXX, ma'am my dividend check, I endorsed it to AMEX. 
Thank you for confirming. 
Meanwhile, XXXX I ask how has your day been so far? 
That's nice of you. It's ok. ; ) That's great! 
I am still checking it for you Please stay with me. Thank you for your patience. 
Thank you I have checked it for you and I see that your payment was received on XXXX XXXX and it takes XXXX hours for the payment to reflect on the account, I request you to please wait for XXXX hours and your balance will be updated as well, do not worry at all Ok, thank you very much You are always welcome! : ) Anything else I can do to make your day easier? 
No, you are terrific, thank you kindly

Company response to consumer: Closed with explanation