Credit card — AMERICAN EXPRESS COMPANY (TX)

Problem during payment process. Bill paid on XX/XX/year> via XXXX XXXX XXXXXXXX bill pay. I had an old AMEX account number identified with the online bill pay. AMEX says they can't see the payment. I was told on XX/XX/year> that it would take 60 days from the date of payment to get my money back. I called again today, XX/XX/year>, 70 days after the payment. Now AMEX says I will never get my money back because now they say they can't see the payment. The payment left XXXX XXXX XXXX XXXX account and went to AMEX. The fact they can't find the payment seems to be their problem, not mine.