Consumer complaint received 2025-04-21 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: CA

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against American Express for repeated mishandling of my credit card account, which has resulted in over {$500.00} in improper charges, including interest and returned payment fees all stemming from issues that were entirely outside of my control. 

When I first signed up for this card in XXXX, I encountered issues immediately. I did not receive the card in the mail, which prevented me from activating it, linking it to my existing Amex online account, or paying the balance. As a result, I was charged fees before I even had proper access to the account. I escalated the issue and was able to have some of those fees removed but this situation left a negative mark on the account from the start, through no fault of my own. 

Because of these early issues, I was told that autopay would be set up once the card was activated. I later confirmed with an Amex representative that autopay was linked and ready. However, I later learned that autopay failed when I made a large transaction a {$12000.00} charge, which posted in XX/XX/XXXX. 

Below is a timeline of relevant payments and charges : Timeline of Events XX/XX/XXXX Autopay attempted for {$12000.00} Returned Autopay ( XXXX ) due to autopay failure. 

Amex still processed a credit entry : AUTOPAY PAYMENT THANK YOU for {$12000.00}, which was later reversed. 

XX/XX/XXXX Manual Online Payment THANK YOU of {$1000.00} XX/XX/XXXX Interest Charge on Purchases : {$310.00} Membership Renewal Fee : {$150.00} XX/XX/XXXX Autopay Payment THANK YOU : {$12000.00} Mobile Payment THANK YOU : {$2000.00} XX/XX/XXXX Returned Payment Fee : {$29.00} XX/XX/XXXX Manual Credit Refund : {$2000.00} Adjustment of Membership Fee : {$150.00} XX/XX/XXXX Interest Charge on Purchases : {$130.00} Despite these payments totaling over {$15000.00} in attempted good-faith payments I was still charged hundreds in interest and fees due to Amexs internal failures in autopay processing and card setup.

What makes this situation particularly egregious is that Amex refuses to offer any courtesy adjustments, even though this issue clearly stems from technical failures on their end : I was unable to activate the card when it was first issued in XXXX. 

The card was not linked to my existing account, preventing timely access and payment. 

Autopay failed after I was told it was working.

Payments were returned without explanation, despite sufficient funds and timely attempts.

I am requesting the Consumer Financial Protection Bureau to investigate this matter. I believe Amexs mishandling of my account, combined with their refusal to remedy the financial damage they caused, is a violation of fair billing practices and responsible financial service standards. 

I am seeking the reversal of all interest and fee charges associated with this chain of failures and confirmation that no negative credit reporting has occurred as a result. I can provide any documentation needed, including payment confirmations, call transcripts, and account statements. 

Thank you for your time and assistance. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation