Amex Credit Card Complaint

Amex Credit card department,

Payoff process New York

Several years ago, American Express enrolled me in a " pay over time '' program in exchange for them giving me some quantify of Amex points, which are redeemable for certain benefits. I did not initiate the discussion about this program - my best guess is that it was a cold call or brought up in conjunction with a call to resolve an unrelated issue. At the " point of sale, '' I was told that this would not result in any additional charges to me as the consumer. At some point between - - and - - ( which is my best guess - and Amex has no record of when it was ), I realized that Amex had automatically been placing certain charges into this " pay over time '' category, and which led to the accrual of significant interest, whereas I would have just preferred to pay the entire charge at one time and avoid any and all interest. I was not told this would happen when I was enrolled in this program, as I clearly remember being told that no additional charges would result from this and that it was a great way to get more


charges on my card, reflecting that I had NOT been disenrolled as promised. When I called to complain, I was told that, in fact, I had never been disenrolled and was now enrolled in - " pay as you go/pay over time '' programs, neither of which I consented to. Amex reversed the most recent charges, and I asked that an investigation be started to determine ( i ) why I had n't been disenrolled in the first instance, ( ii ) identification and reversal of all charges owing to this program, ( iii ) confirmation of complete and total disenrollment from any pay over time / pay as you go program. In the meantime, I searched my account records back to - - ( which is as far back as I could go on the Amex online system ) and saw that from - - to present, charges of more than $1100.00 had accrued owing to these programs. After a two week investigation, Amex told me ( 1 ) they could not identify when I was enrolled ; ( 2 ) they could not determine if or when I was disenrolled ; ( 3 ) they could not determine the amount of charges at issue ; and ( 4 ) they could not determine how or why or when I was re-enrolled in the initial program or enrolled in a new similar program. Amex refused to take any corrective action because " there was a time when charges did not accrue, so you must have been disenrolled at some point. '' I requested the investigation be reopened and escalated, and was told Amex was unwilling to do so.