Consumer complaint received 2025-02-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
Dear XXXX XXXX XXXX, and CFPB On XX/XX/year>, my wife and I were scheduled to travel between XXXX and XXXX with a connection in XXXX on XXXX XXXX 
We checked in for our flight, the night before, XX/XX/year> and paid two {$69.00} fees for a two checked bags. When we arrived at the XXXX airport on XX/XX/year>, the XXXX agent would not accept our two bags. He acknowledged our {$130.00} charge in XXXX XXXX, but advised that the charge was for my wife, XXXX XXXX only. {$69.00} for XXXX to XXXX and {$69.00} for XXXX to XXXX. XXXX XXXX apps was clear that this was XXXX XXXX person/per direction. 
After XXXX mins of a fierce confrontation, the agent advised that you will have to pay an additional fee to take a second bag and the fee will be per direction, {$75.00}. For fear that will miss our flight, we relented and paid the XXXX XXXX person/per direction even though my wife was charged per segment and not per direction. The agent acknowledged the hypocrecy and confirmed with his customer service agent via phone that this was clearly an error, but they lack the capacity to correct in real time. 
Then, the real fun starts. 
When my wife and I go to board the connecting flight in XXXX XXXX, the XXXX agent advises, Your bags will be in XXXX, but you will not! We asked the agent to explain. She advised that we were not checked in for our flight from XXXX to XXXX. We explained all of the confusion in XXXX with our baggage, but that the XXXX agent repeated, We can not let you board this plane. I asked to speak to her supervisor. She came back about XXXX minutes later and allowed us to board. 
There were so many ramifications of these two errors, I will not list them all, but here are a few : XXXX ) Seat assignments were lost on both flights. We sat separately on both flights. 
XXXX ) Frequent flyer credit was not given for XXXX. I can only assume we were not on flight manifest. 
XXXX ) Baggage fees were not itemized for customers or XXXX agents. So XXXX, XXXX, XXXX, and customers have not idea why we have charges per segment and others per direction. 
XXXX ) Known traveler numbers were not included on XXXX XXXX leg. 
XXXX ) XXXX currently show we traveled XXXX. Which is incorrect. We traveled XXXX only XXXX 
It is unclear whether XXXX XXXX is really this bad, or they just dont care, but safety became an issue twice in our dealings with XXXX. First and foremost, I felt threatened when the XXXX agent in XXXX advised, Your bags will be in XXXX, but you will not! The thought, even for just a millisecond, that my wife and I would have to spend the night in XXXX XXXX due to a technical error that XXXX made was a significant scare tactic. She had not asked us about how we had bags on the flight and that we were not checked in for it. She had threatened us over something she had not gathered facts on. Security wise, why was XXXX claiming that our bags and our check in were not connected? Is that regular practice that they check bags to a destination without a passenger? 
Secondly, the counter agent in XXXX did not ask the customer service agent to correct the error that they both agreed was an error and they were going to shake me down for more money and walk me through the process of requesting a refund for their error. Additionally, the fact that they charged us inconsistently leads me to believe they, or their system, dont know real price or product definitions. 
XXXX and XXXX have failed to deliver on the aviation basics. XXXX has to reorient their relationship with XXXX and hold their feet to the fire to correct such aggressive practices. And, XXXX has spend some money to link XXXX XXXX, XXXX, Check In system, baggage system, frequent traveler system, and customer service system. The XXXX has to prevent potential hostile, combative, and corrosive environments that XXXX is promoting with such disconnected technologies. The CFPB has to hold XXXX and XXXX accountable for product definition. If XXXX system wrongly identifies what the customer is buying, of course, confrontation will occur. The fact that XXXX XXXX XXXX XXXX XXXX and customer documents all show different facts is unmitigated disaster. Our XXXX confirmation code is XXXX. 
Please let me know if you have any questions. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief