Consumer complaint received 2024-02-02 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: SC

Complaint narrative:
Back on XX/XX/XXXX, I paid my minimum due for that billing cycle and then went back into the app and paid another {$200.00} intended for the next billing cycle. Instead, that payment was applied to the same billing cycle I had already paid, so I was surprised when AMEX started calling me about a missed payment. Upon speaking with them, I was told that they would eliminate the late fee and refund the {$200.00} so that I could reapply it to the proper billing cycle it was intended for ( I had requested they just reapply it to the correct month, but they said a refund would be the only option and that I would then have to reapply it. ) I was annoyed, but they eliminated the late charge at least. However, I NEVER RECEIVED the {$200.00} refund, which AMEX was AWARE was planning to reapply to the proper month, So I was shocked on XX/XX/XXXX to see that {$3400.00} had come out of my checking account. I immediately called customer service and was told by several agents they could process a refund, but that it would take XXXX hours. I explained this would not be possible as I needed the money immediately so that my mortgage payment would not bounce because of that happens, my credit will show as MISSED mortgage payment as it would put me beyond XXXX  days late and eventually I was transferred to a supervisor who told me that he understood and he could have it immediately refunded to my checking account so that I could still pay my mortgage. He assured me I would have it by the end of business yesterday ( XX/XX/XXXX ). He told me to double check my bank account this morning and notify them if it had not been done. I did that. Chat was no help, they said it could take XXXX hours, but I was PROMISED yesterday it would be refunded immediately so that my mortgage payment would not bounce, so again, I called customer service and requested a supervisor. The first supervisor that I spoke with, XXXX told me that there was not any clear notes from the XXXX minute phone call I had yesterday ( XX/XX/XXXX ) at XXXX when I was promised the refund and said that there is no immediate refund available, that they would have to investigate my account and determine IF they will even refund the payment, so I proceeded to tell him this is not what I was told yesterday. I then requested another supervisor and got XXXX who apologized for the misinformation and basically said the same things as XXXX had said, which was that an immediate refund was not available. So AGAIN, I requested ANOTHER supervisor. This time, I was passed on to XXXX who then told me that there was a refund submitted yesterday ( contrary to the other XXXX supervisors telling me that it hadnt been submitted into today when I was communicating with AMEX on the app ) but XXXX proceeded to tell me the refund processed last night was processed in the form of a check, which would have to be sent by mail and will do me absolutely no good seeing as how my mortgage payment ( which I already made last night after being promised the refund ) will have already bounced by then and my Credit Score will by then be very tarnished showing a missed payment for my mortgage that I never would have missed if AMEX hadnt made this error. He also told me that they cant do anything because it was already processed as a check and will be sent that way IF it is approved. 
Additionally, the AHC of {$3400.00} that I never approved put my checking account negative and as a result is costing me money in over draft fees. 
When XXXX told me there is nothing that he can do to assist because of the ticket submitted already I told him I would like to speak with someone else and he told me there were no other supervisors and one will call me back.

Company response to consumer: Closed with monetary relief