Consumer complaint received 2023-10-25
Company: AMERICAN EXPRESS COMPANY
State: KY
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I first contact American Express by telephone in XX/XX/XXXX XXXX  to let them know that my card was lost. I let them know that I only had 15-20 minutes available before my next meeting, and needed to get this resolved. They were ONLY concerned with trying to get my bank account information, so that they could take out whatever they deemed they needed/wanted, automatically, each month. I let them know that I would NOT sign up for auto-payments without first resolving the issue. The Rep took all of my available time with this nonsense, and I eventually had to give up. 

American Express has literally XXXXero way to contact their company, but by telephone. The only way to contact them through their site is if you're logged into your account, which requires you to have your card in-hand. They have zero publicly available email addresses. I spent the next 8 months reaching out via their social media accounts, and received no response. I've reached out again by telephone, with the exact same experience as the first occurence. I have even filed XXXX complaints and complaints with the NYS AG. And still, here I am, 8 months later... I don't know if my lost card, reported 8 months ago, was ever cancelled. I've never received a replacement card, which means I can not access my account or statements online. And I've received no paper statement, to verify that this card hasn't been used by someone else, since it was lost. Instead, their response to literally everything is " it might be XXXX but we only communicate or conduct business by telephone... please call us. '' Well I've done that. And every other available method of contact. 

I am not letting them auto debit whatever amount they want, whenever they want. Especially not when I don't even know if this card has been cancelled, or without reviewing any statement to see what the balance is or if any new charges have been made. They have done literally nothing at all to take care of this issue. All they are concerned with is getting my bank account information and automatically taking money out of it. In 8 months and being told about this issue dozens of times in numerous methods... they've never : - Cancelled my card to prevent fraudulent charges ; - Provided a new card so that I can use it or access my online account to review statements and make payments ; - Provided an electronic communication to access my online account, or ; - Provided an electronic or paper statement This is absolutely ludicrous, and I'm very seriously considering filing a lawsuit for the immense amount of time, effort, and energy that they have wasted, and for the immense amount of frustration and XXXX that they've needlessly caused. 

This company should not be in business. There is literally zero excuse for a company not to have done a single one of these things. In EIGHT MONTHS. Yet they keep sending those automated messages each month " just a reminder, we say you owe us $ XXXX today! ''

Company response to consumer: Closed with explanation