Credit card -- Problem when making payments -- Complaint #9011059
Complaint Overview
Complaint ID: 9011059
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: Hawaii
ZIP Code: 96813
Date Received: 2024-05-14T12:00:00-05:00
Date Sent to Company: 2024-05-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Our firm has an account with American Express. In XXXX of XXXX we mailed a check in the amount of {$26000.00} to American Express in XXXX XXXX, Texas. The check was cashed and it cleared our account. American Express told us they could not find the check. We contacted our bank and obtained copies of the front and back of the canceled check. The deposit information indicated that it was deposited in an account at XXXX XXXX. We contacted XXXX XXXX. XXXX XXXX confirmed that the funds were received by American Express. We provided the supporting information to American Express. On XX/XX/XXXX, XXXX XXXX in American Express ' Executive Office told me by telephone that the matter was resolved and that our account would be credited in the amount of {$26000.00}. The credit was initially applied and then, without any notice or explanation, the credit was reversed. We continued to communicate with American Express and complied with their requests for additional information. We supplied duplicate copies of the canceled check, a letter from XXXX XXXX confirming that the funds were received by American Express, and copies of our bank statements showing that the funds had cleared our account. On XX/XX/XXXX American Express asked us to fax a copy of a voided check so that they could confirm our account number and our bank 's routing number. We complied, faxed the requested information and sent a duplicate copy by email. The American Express representative ( XXXX ) told us that we would receive a temporary credit and that the matter would be resolved in about four weeks once our banking information had been confirmed. On XX/XX/XXXX we attempted to use our American Express card. We were informed that our card was frozen. We checked online and confirmed that, contrary to American Express ' promise no credit had been provided. We have made repeated, respectful requests to have American Express credit us for the amount that we paid in XXXX of XXXX. In each instance, American Express has assured us that the matter would be resolved and that we did not have to worry. Yet, they never follow through on their promises. It is undisputed that we made the payment and that American Express received the payment. We do not know why they refuse to credit our account for the amount of the payment and they have never provided a substantive explanation.
Frequently Asked Questions
What is Complaint #9011059 about?
Complaint #9011059 was filed against American Express Company regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2024-05-14T12:00:00-05:00.
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.