Credit card -- Problem when making payments -- Complaint #18176521
Complaint Overview
Complaint ID: 18176521
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Kentucky
ZIP Code: XXXXX
Date Received: 2025-11-20T12:00:00-05:00
Date Sent to Company: 2025-11-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
On XX/XX/XXXX, American Express withdrew {$820.00} from my XXXX XXXX Bank account without my authorization. This debit was coded by the bank as a TEL / telephone-initiated payment, but I never authorized any payment by phone, and AmEx has XXXX recorded call in which I approved this transaction ( required for all TEL entries under XXXX rules and Regulation E ). I did not enroll in AutoPay for the full statement balance. AmEx claims I was enrolled on XX/XX/XXXX, but I did not make that change and did not authorize any full-balance debit. I would never approve an {$820.00} withdrawal. On XX/XX/XXXX, I changed my AutoPay settings back to Minimum Due, but the unauthorized debit had already occurred. A notice of the supposed upcoming debit was included in the XXXX statement, but statements do not constitute authorization under Regulation E. An institution must obtain and retain explicit prior authorization, not rely on what they claim a consumer should have known. XXXX XXXX internal system clearly shows the transaction as PHONE / telephone-initiated, which is false and demonstrates improper coding. Under Regulation XXXX, I am entitled to a full refund of this unauthorized debit, but XXXX XXXX and AmEx have both refused to return my funds. Immediately after this unauthorized withdrawal, AmEx also sent false past-due notices on XXXX accounts, despite both showing Minimum Due : {$0.00} on the same day. This appears retaliatory and has caused me severe stress and financial hardship. I am requesting CFPB investigation and assistance in : Refunding the unauthorized {$820.00} withdrawal to my XXXX XXXX account. Correcting all false delinquency reporting and communications. Ensuring American Express complies with Regulation E and XXXX authorization rules for all future debits. I have attached screenshots showing : Fifth Thirds coding of the debit as telephone-initiated My AutoPay settings Proof my accounts were not past due XXXX follow-up communication I have more documentation available upon request.
Frequently Asked Questions
What is Complaint #18176521 about?
Complaint #18176521 was filed against American Express Company regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2025-11-20T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.