Consumer complaint received 2025-11-17 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: KY

Complaint narrative:
AMERICAN EXPRESS WITHDREW {$820.00} FROM MY CHECKING ACCOUNT, WITHOUT ANY AUTHORIZATION WHATSOEVER. THIS WAS THE ENTIRE ACCOUNT STATEMENT BALANCE, WITHDRAWN AUTOMATICALLY, WITHOUT XXXX PROMPTING FROM ME AND ABSOLUTELY NO REQUEST, NO AUTHORIZATION FROM ME WHATSOEVER. 

I CALLED THEM INSTANTLY, ASKING THAT THE STOP PAYMENT AT ONCE. THEY SAID : " WE DO NOT STOP PAYMENTS. '' DEMANDED THAT MY CHECKING ACCOUNT, XXXX XXXX XXXX SHOULD STOP PAYMENT. BUT WHEN I ASKED XXXX XXXX, THEY SAID IT WAS ALREADY IN PENDING STATUS. I COULD NOT CALL XXXX XXXX YESTERDAY, WHEN THE PAYMENT WAS ACTUALLY BEING PROCESSED, BECAUSE YESTERDAY WAS SUNDAY  AND XXXX XXXX XXXX  CALL CENTER IS CLOSED ON SUNDAY. THERE WAS NO WAY TO COMMUNICATE WITH XXXX XXXX YESTERDAY, BECAUSE IT WAS SUNDAY. AMEX REFUSED TO STOP PAYMENT AND REFUSED TO ISSUE A REFUND. THEY WERE TOLD REPEATEDLY THAT I DID NOT AUTHORIZE THIS PAYMENT WHATSOEVER. I AM THE ONLY ACCOUNT HOLDER, THE ONLY NAME ON THIS AMEX EVERYDAY CARD, ENDING XXXX. AMEX ONLY HID BEHIND : 'WE DO NOT STOP PAYMENTS AND WE DO NOT FILE DISPUTES. '' FROM THE PERSPECTIVE OF AMEX, THE MATTER WAS CLOSED ENTIRELY, BECAUSE : " WE DO NOT STOP PAYMENTS. '' -- PERIOD, NO MORE DISCUSSION. AMEX DEMANDED THAT XXXX XXXX BE THE ONE TO STOP THE PAYMENT BUT XXXX XXXX WAS CLOSED ON SUNDAY AND WHEN I CALLED THEM EARLY MONDAY MORNING, THEY SAID IT WAS SIMPLY WAY TOO LATE TO STOP THIS, AS IT WAS ALREADY IN THE PENDING STATUS AND THEY WOULD STRONGLY ADVISE AGAINST EVEN TRYING TO STOP THIS PAYMENT, AT A COST TO ME OF {$33.00} -- STRICTLY NON-REFUNDABLE. 

XX/XX/year> REGARDING AMEX EVERYDAY CARD, ENDING XXXX. 

CFPB Complaint : This complaint concerns an unauthorized ACH debit initiated by American Express on XX/XX/year>. My autopay was set strictly to minimum payment due, which was {$0.00} ( XXXX! ), because I had already paid the required amount weeks before. 
Nevertheless, American Express attempted to withdraw my full statement balance of {$820.00} from my XXXX XXXX XXXX  account without my consent. 

When I contacted American Express, the representative insisted they can not stop payments, refused escalation, and incorrectly stated my autopay had been set to statement-balance withdrawal. The foregoing is a FALSEHOOD told to me by American Express Customer Service phone rep named XXXX, on Sunday afternoon, XX/XX/year>. 

This unauthorized withdrawal exposed me to overdraft fees, inability to meet property tax obligations, and severe financial hardship. 

For the survival of American Express and in fairness to its loyal clientele, before these valued cardholders are permanently LOST driven away by the incompetence and belligerence of XXXX, I hereby request an immediate investigation and corrective action. 
Complainant : XXXX XXXX ( XXXX, KY ) ON XXXX XXXX ( XXXX  ) AMEX STOLE {$820.00} FROM MY CHECKING ACCOUNT. THEY HAD NO AUTHORIZATION WHATSOEVER AND TOOK THIS MONEY FROM MY CHECKING ACCOUNT. 

AMEX MUST REVERSE THE UNAUTHORIZED CHARGE OF {$820.00}. AMEX MUST Cooperate with XXXX XXXX Banks recovery request. 
AMEX MUST Confirm no future ACH debit will occur without authorization. 

AMEX IS NO BETTER THAN A COMMON CRIMINAL -- A THIEF WHO GRABS MONEY AWAY FROM AN INNOCENT PERSON. GIVE MY MONEY BACK IMMEDIATELY OR FACE LEGAL ACTION.

Company response to consumer: Closed with explanation