Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #6307238
Complaint Overview
Complaint ID: 6307238
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Hawaii
ZIP Code: 96706
Date Received: 2022-12-11T12:00:00-05:00
Date Sent to Company: 2022-12-11T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX, I attempted to make a payment via XXXX using American Express ' Send & Split feature. I had already successfully added a balance of {$870.00} to my Send Account ( which is required before sending funds ), but when I tried to complete the payment via XXXX, I received an error message on the XXXX app to the effect of " Something went wrong, we could not complete your payment. '' However, when I logged into my American Express account, and viewed the Send & Split balance, it showcased a completed transaction of {$870.00} to the XXXX recipient. After confusion, I reviewed XXXX again and there was no record of the payment going through. So Amex reflected the transaction as completed, but XXXX did not receive it. I chatted with XXXX customer service ( I have a transcript as well ) and they informed me that since the payment did not go through I would have to reach out to the bank issuer ( Amex ) to resolve it. I opened a dispute with Amex over it and they at first did not want to dispute it because to them, the transaction was " completed. '' I told them it was not, and sent the transcript with the XXXX agent proving this. They promised to get me a decision in 7-10 days, but have not resolved it or given me any updates. I followed up with Amex, and they continue to tell me they're " working on it. '' This is a significant amount of money that I trusted Amex to send on my behalf. And, since I still owed that money to the recipient, I had to send another {$870.00} via a different service to them ( XXXX, which did work - thankfully ). I am hoping that you can help me get this resolved, since it was not my fault and was due to a glitch on Amex or XXXX.
Frequently Asked Questions
What is Complaint #6307238 about?
Complaint #6307238 was filed against American Express Company regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2022-12-11T12:00:00-05:00.
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 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.