Credit card or prepaid card -- Fees or interest -- Complaint #5118012
Complaint Overview
Complaint ID: 5118012
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
State: Indiana
ZIP Code: XXXXX
Date Received: 2022-01-17T12:00:00-05:00
Date Sent to Company: 2022-01-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
American Express ( AMEX ) has an online website that I use for payments. I made an online payment for the full statement amount on XX/XX/22. When I completed the payment online I saw that an icon showed auto payment was setup. I then deleted the online payment that I had just made all in the same browser session. The system gave me a message that the online payment had been cancelled. I found out two days later that the system did not cancel the second duplicate payment. I contacted AMEX and they said they could not cancel pending items but they notated my account so that I could call back in and have this rectified. I then called XXXX and asked if there was anything I could do proactively rather than waiting until after the damage was done. XXXX said that I could put a Stop Payment on the duplicate payment that was not yet tendered to XXXX and the end result would be that the Pending payment would be paid but not the subsequent duplicate payment. XXXX actually ended up putting a Stop Payment on the Pending item and the one duplicate that was later tendered. I then called AMEX and asked what should be done. AMEX told me to make the payment again on the phone and I did so but in a slightly different amount to avoid any Stop Payment order by XXXX. The third payment on the phone processed as expected. A few days later I saw that AMEX charged my account an interest fee of {$200.00}. I called AMEX to have this fee reversed since this was all a result of AMEX 's system not cancelling my online payment that was a duplicate. AMEX told me that there were no notes documented on my account as I had been told. Further they would not reverse the fee.
Frequently Asked Questions
What is Complaint #5118012 about?
Complaint #5118012 was filed against American Express Company regarding Credit card or prepaid card specifically about Fees or interest. It was received by the CFPB on 2022-01-17T12:00:00-05:00.
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 or prepaid 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.