Consumer complaint received 2025-08-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: AMERICAN EXPRESS COMPANY
State: DC

Complaint narrative:
Hello, I made a very large payment to Amex for {$730.00}, which was the statement balance at the time. I just checked, and it looked like the payment was returned and I was charged a {$29.00} fee. As I was talking to a CS rep, they suggested I just pay again. Well, the bank credentials have never changed from my other payments. Besides, I looked at my ban account, and those funds had not returned so there was no way I could pay. 

As we were chatting, XXXX XXXX XXXX XXXX XXXX said that the payment just now reflected on the account. HOw can that be when I did nothing to change anythi9ng? Well, greaqt. And I explained that my credit score was high ( 808 today ) and I hope that it doesnt get affected. Whewn I asked about the fee, she protested and told me that of all fees, that could not be refunded. Why not? It seems the mistake was Amex not mine so why should I be charged a fee when I did I was obligated to do? 

Part of OUR COVERSATION : " A returned payment means that we were not able to get a payment from your bank account and in your case, due to your bank account being invalid. 
and believe We didn't receive the payment from your bank either. 

ok, I can always send a copy or whatever to prove it is not back. I have an extremely high score and certainly hope this does not affect it. ( just sharing with you - no attitude in any of this ) Here 's what we suggest doing. 
I hear you on this, XXXX. 

well, what, if you did not receive anything, how could it have been sent back? Although, I think my imagination is answering that XXXX ok XXXX, what the heck can I do. Besides eventually paying. 
( I will contact the bank too as well as check on here ) I have just checked this further. 

thanks It shows that the payment has been reflected on our end. 

I will check the numbers in the account This means that it is now posted on your account. 

on amex? 

Yes, I can see that it is posted since XX/XX/XXXX. 

I just do not see that online which is why I was curious It may take XXXX to XXXX business days to reflect online since it was returned. 

then am I still getting that fee? 

But I can see that we have received the payment already. 
I'm afraid that for the fee, it will remain due to the initial request for the funds being rejected. 

well, then why and how could it have come through with the same credentials? 
because I see only the XXXX XXXX XXXX account on my payment source and another which is never used. 

Apologies but out of all the fees that we assess on a card member 's account, a return payment fee is actually one of the fees that we can't waive. 

That really is not fair. It was not my mistake. Could you please escalate for me? I would appreciate that if so. 

Reason for this is that whenever you submit a payment, we honor it on the day of the submission. 

well, I did with all the same credentials so I was correct on my end I tried to raise this matter however we have been given the same answer. 

ok, I do get what you are saying, but please escalate this. ] I understand your point and I would like to let you know, all colleagues including me operate with the same guidelines and uphold the same consistency in the process. 

Well, it was not my mistake. Again, please have someone contact me\ Doesn't matter. I have been told in the past by Amex to make sure things get escalated if need be or requested. '' THEN I had to beg over and over for her to escalate. Then waited almost XXXX minutes. I mean I felt like I was getting the runaround. As I was speaking with a supervisor, he saud that the funds were still not paid. Well, the XXXX XXXX said the funds were JUST paid. All I want is the {$29.00} to be refunded.

Company response to consumer: Closed with explanation