Consumer complaint received 2025-05-05 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: TX

Complaint narrative:
XXXX XXXX XXXX XXXXXXXX XXXX XXXX TX XXXX XXXX XX/XX/year> Dear CFPB, I am writing to formally lodge a complaint against XXXX XXXX regarding unauthorized auto payments from my business checking account. 

In XXXX, I noticed that funds were being auto-transferred from my business checking account almost daily in increments of {$150.00}. I had initially set up an auto-pay for $ 100 monthly from my business credit card. However, upon contacting XXXX XXXX, I was informed that there were two auto-pay setups : one for XXXX XXXX monthly and another for {$150.00} whenever the balance fell below a certain amount. I clarified to the agent that I only set up auto-pay once and do not have funds going into my business checking account daily to support such frequent auto payments. 

I requested the cancellation of the unauthorized auto-pay setup, but the agent refused, citing numerous pending auto payments. Despite my insistence that there were insufficient funds in the account, the agent stated that payments would continue to be presented until the funds were collected. I asked to speak to a supervisor but was told I had to wait until the payment was posted before I could cancel the auto-pay. 

After waiting three days, I canceled the auto-pay through the American Express app . When I called again to speak to a supervisor, I discovered that a total of XXXX {$150.00} payments had been transferred from my business checking account to my business credit card. The supervisor agreed to issue a refund check for {$750.00}, which equates to five payments. She also mentioned that there were additional pending payments due to three returned payments, and American Express would continue to attempt collection until the payments cleared.

I waited 1.5 weeks for the refund check, but it never arrived. Upon contacting American Express again, I was informed that the check was not issued due to the returned checks on the account, and they were still attempting to collect funds. On XX/XX/year>, I spoke to another supervisor who assured me that she would personally issue a check for {$750.00}. However, on XX/XX/year>, I received a letter stating that the check was not issued because they had not collected funds for the three returned checks and were still presenting for payment.

Frustrated, I called American Express again, and they apologized, promising to issue another check. I expressed my concern that the same issue would recur. I then contacted American Express Business Checking to open a dispute and file a Regulation E claim. Today, XX/XX/year>, I received a call instructing me to contact American Express Credit Card, as they could not assist me.

I believe this situation constitutes a Regulation E violation. I did not set up two auto-payments, and the payments were taken out erroneously. Despite canceling the auto-payment and notifying American Express of the error, they continued to present payments.

I request your assistance in resolving this matter and ensuring that American Express ceases unauthorized auto payments and issues the promised refund. 

Thank you for your attention to this matter. 

Sincerely, THis has cost me time, anguish, frustration and expenses. i can not run a business if the accounting is off. Amex have charged me return check fees, headache, frustration and they violate reg e, udaap, and other laws im fed up.

Company response to consumer: Closed with explanation