Consumer complaint received 2023-01-24
Company: AMERICAN EXPRESS COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
We had a previous complaint where we identified the speciic issues we experienced when trying to close this account. That complaint # is XXXX if you need to review. 

AMEX did not answer and do what the said they would do from our initial XX/XX/22 @ XXXX. They said we were on time, would close our account, and not charge us the {$160.00} renewal fee. We no longer needed this card. They also said they were recording the conversation, but now, they can not find that recording, which makes it convenient for them to dispute our explaination of the call which was based on our notes. WHERE IS THE RECORDING OF OUR CONVERSATION OF THIS CALL as AMEX said they were making of the call? This will confirm or deny our complaint. 

Let me also confirm we have been an AMEX customer or more that 27 years and had no payment issues in all those years. 

We also called back on XX/XX/22 to confirm and pay the outstanding credit portion of the AMEX bill but not the renewal fee, which we we told NOT to pay. This information was also in the call that should have been recorded from XX/XX/22. Because they now can not find that recording, AMEX said we did not pay on time. Again, convenient to to them, not the consumer. So, where is the recording of this call? This was really deceptive to us. 

We reported this issue, but AMEX did not properly report to the credit agencies we have disputed this charge. AMEX did not tell us anything about our rights regarding credit disputes. AMEX reported us late on a debt to the credit reporting agencies, but, did not report any dispute which we made with AMEX, the XXXX, and the CFPB. This is DECEPTIVE to not report the consumer side of this dispute. 

The CPFB required in the past for AMEX to pay $ XXXX and another XXXX or $ XXXX for illegal credit card practices and consumer harm. What AMEX did to us both has harmed us credit wise and shown illegal practices by not disclosing our rights regarding disputes, and not giving us correctly information on what they wanted us to do to close our account. AMEX agreed with the CFPB to correct their practices and implement a sound risk based compliance management system. We do not see their actions as complying to fix these deceptive practices. They can not find the recording of the call and I also wrote to the CEO of AMEX and other executives of these practices. I am a senior and instead of cancelling my card, when I called to confirm the cancellation, the sent me to XXXX XXXX XXXX. AMEX tried to make me keep a card I did not need. They said they would give me a credit or {$160.00}, and when I made a follow-up call I found AMEX did not cancel my card. This was very deceptive on their part. Why is THE RECORDING OF MY CONVERSATION? 

We disputed these charges and AMEX started charging us a late fee and sending text messages to both of our personal phones we needed to reinstate out account while we are in this dispute with AMEX. That too seems very deceptive. To say they will give us credit and yet charge us late fees for the very charge we disputed. 

If AMEX produced the RECORDING OF THIS CALL AS THEY SAID THEY WERE RECORDING, we could resolve this dispute easily. I also consider this deceptive.

Company response to consumer: Closed with monetary relief