Consumer complaint received 2026-03-12 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: AZ

Complaint narrative:
I received a late fee on my credit card and requested it to be reversed as it was my first time in their records I have had XXXX and I've been a customer for 12 years that pays the balance off and uses the card daily. I thought I had paid the card, but apparently my payment wasn't submitted when I was going thru the steps in the app. I paid it 2 days later in the full statement balance needed. I tried the chat to talk to someone, and they were unable to reverse it stating it wasn't authorized and there was no option to override. I called in to a representative that did the same thing. I asked them if there's a reason, and they said all they do is submit the request and it will either decline or authorize. There is no reason given as to why it was declined. I asked to soaked with a supervisor. I spoke with a supervisor that did the same thing and had no further explanation or reason. I asked if I had any record of late payments in the 12 years I was a customer, they said they could only see the last 12 months and there was no late payments. I asked why I wouldn't qualify if I pay my account in full and never have had a late fee before, they again said all they can do is send in a request that will authorize or decline and no reason is given. I asked to speak to a manager, so they set up a call back. The manager called the next day, the had the same explanation and I was again declined. I asked what again was the criteria to have a late fee reversed, they repeated they can just send in the request and it will be declined or approved. There was no option to override. I asked again, so there's no criteria? They then said yes, there's a criteria but it goes through the authorization to decide. They didn't know the criteria. No reason is given to the manager as to why it was declined. I asked if I could speak with someone that knows the criteria and they said it is made by the executives. I asked to speak to executive office and they didn't have the ability to transfer but have me an address I have to send a letter via mail to reach them. Overall frustrating process and conversation with little information given. All in all, a billion dollar company wasn't willing to reverse a {$29.00} fee to a customer with no history of ever being late before, after being a customer for 12 years, and over a honest mistake of being 2 days late on a payment that I paid in full once I noticed. They couldn't give me a reason and had an unacceptable reason that sounds more like a excuse for the service representative to blame an authorization request that was declined and no ability to override it. They gave no reason why it was declined or criteria on how you get authorized. This is such a lousy representation of customer experience considering they are using an " authorizing system '' for their reason and no actual reasoning behind why they can't reverse their own fee they applied. Other backs I have spoken to have criteria like a max amount of fees they can reverse. Again, I had no history of being late and paid in full monthly in the 12 years of being a card member. I will be writing executive office and no longer using the card until it is reversed. This company appears to not care about their customers and unwilling to help a customer over a XXXX time {$29.00} fee after spending tens of thousands of dollars on their card.

Company response to consumer: Closed with monetary relief