Credit card -- Other features, terms, or problems -- Complaint #18993950
Complaint Overview
Complaint ID: 18993950
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
State: Florida
ZIP Code: 34231
Date Received: 2026-01-25T12:00:00-05:00
Date Sent to Company: 2026-01-25T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
Using our checking account bill pay system, we accidentally submitted a payment on XX/XX/26 in the amount of {$41000.00} rather than the {$4100.00} that was due. We have called American Express many times ( as well as our bank ) to rectify this. We couldn't. So we had to move money into the checking account to cover the amount Amex kept trying to collect ( even though it wasn't owed ) and wait for the payment to be collected from our bank, to create a credit balance that was supposed to be automatically, promptly returned. We called Amex three different times between XX/XX/26 ( when Amex finally processed the {$41000.00} payment it was Not owed ) to request the refund of the {$36000.00} credit balance. Each time, we were told that a wire transfer would be issued and that we would receive our funds within 24-48 hours. Today for the first time, when I called again for the 4th time, I was told by Amex customer service that a wire could Not be done because of the amount of money. So we've been waiting for 2 weeks expecting our funds and only learned today that Nothing has been done to return our money, the only way we can receive our money is via check ( which we were trying to avoid due to mail/check theft/fraud concerns ) and that further research is needed in order for our money to be returned. Amex has refused our requests for interest on the funds they are withholding, and for reimbursement for the anticipated bounced check/bank fees that will be assessed because they have not refunded us.
Frequently Asked Questions
What is Complaint #18993950 about?
Complaint #18993950 was filed against American Express Company regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2026-01-25T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with monetary relief". 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.