Consumer complaint received 2023-11-11 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: FL

Complaint narrative:
This relates to my Amercian Express Delta Platinum Credit Card. I have been charged 2 late fees and a huge amount of interest when I paid on time. I always pay through XXXX XXXX, and I have never had a problem until recently. On my XX/XX/2023 statement, I was charged a {$29.00} late fee and {$220.00} in interest for an alleged late payment made in XXXX. This occurred again in XXXX and my XXXX bill shows a late charge of {$40.00} and {$170.00} in interest. After talking to 4 people in customer service, the last person I spoke to, a manager named XXXX, informed me that they would research it, but she did not even ask for the transaction detail I received from XXXX XXXX. I talked to XXXX on XX/XX/2023, and have not heard back from her or American Express to date. I also sent an e-mail to the American Express grievance department on XX/XX/2023, and did not receive a response. 

In the e-mail to American Express, I attached a transaction detail, which shows that XXXX XXXX transmitted the payment to American Express on XX/XX/2023, at XXXX XXXX The payment was due on XX/XX/XXXX. I attached a Proof of Payment from XXXX XXXX showing the payment was sent on XX/XX/2023 and processed on XX/XX/2023. I am not sure why American Express posted this payment a day late on XX/XX/2023. Clearly, this was an error on the part of American Express. Further, I attached a transaction detail, which shows the XXXX payment was transmitted to American Express by XXXX XXXX on XX/XX/2023, at XXXX XXXX Again, the payment was due on XX/XX/XXXX, and I provided the Proof of Payment from XXXX XXXX showing the payment was sent on XX/XX/2023 and processed on XX/XX/2023. 

Then to add insult to injury, and after paying my balance due on my XX/XX/2023 statement and XX/XX/2023 statement, BOTH OF WHICH WERE PAID IN FULL AND TIMELY, through the online payment system for American Express, I was still charged interest on my XXXX and XXXX bills. I called customer service and was told this was some type of continuing interest. 

At this point, American Express has improperly taken {$660.00} from me. It was {$780.00}, but one of the managers, XXXX, gave me a credit of {$110.00}. The customer service representatives can not do anything since they are bound by what is in their system. I even talked to the 2 managers, who also could not do anything, and had no leeway to refund my money, except XXXX did give me a credit of {$110.00} ( I am not even sure what this amount was based on ). There is no appeals procedure and no one to provide my evidence to at American Express. I googled how to contact the grievance department and sent an e-mail with my proof attached, as I stated above, I have not received a response. 

I pay my credit card bill off every month and never pay interest. I went on a big trip over the summer and have spent a huge amount of money on my XXXX American Express credit card and yet they will not assist me in any way. I spoke to a manager at XXXX Bank, and he told me that American Express is getting the payment and posting it late, then charging me a late fee and interest. I want my money refunded.

Company response to consumer: Closed with explanation