Consumer complaint received 2019-08-05
Company: AMERICAN EXPRESS COMPANY
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
After following up w/ XX/XX/XXXX Operations Manager XXXX XXXX via telephone on XX/XX/XXXX regarding disposition of the XX/XX/XXXX American Express ( Amex ) Card settlement agreement we negotiated, I was informed that Amex had retracted my account. As such, I wrote XXXX XXXX Amex Group President, Global Consumer Services on XX/XX/XXXX ( copy attached ) as follows : " Please reference attached settlement agreement. After affording Amex every opportunity to explain and/or correct the APR concerns conveyed in my XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX letters, I sought assistance w/ resolution of my Clear Card Account billing dispute from its regulator the Consumer Financial Protection Bureau ( CFPB Case # XXXX ), as well as w/ the New York XXXX XXXX XXXX ( XX/XX/XXXX Complaint ID # XXXX   ). As the result of Amex discontinuing communication, both were closed w/o resolution. 

At the urging of the New York XXXX XXXX  XXXX, I also reached out to the New York State Department of Financial Services for resolution, but Amex continued to insist on payment of the {$6700.00} outstanding balance, including the approximate {$900.00} in charges and fees added after closing the account. Since there was nothing in my Amex agreement allowing it, I vehemently disputed it and refused to pay it. 

Since both parties submitted supporting documentation to the CFPB in support of its argument, my XX/XX/XXXX letter also proposed allowing the CFPB to review the information submitted and render a decision. Instead of allowing for an unbiased ruling from its regulator, Amex opted to take steps aimed at closing the account. As such, the account was closed in XX/XX/XXXX and charged off 4 months later in XXXX. It was eventually turned over to collection agency XXXX XXXX, XXXX. 

In a last-ditch effort to settle the matter, I reached out to XXXX XXXX on Thurs XX/XX/XXXX w/ a proposal for settlement. And while pleased w/ the agreed upon offer received via US Mail on Sat XX/XX/XXXX, the unilaterally added XX/XX/XXXX payment Due Date resulted in voiding the agreement. As shared in todays follow up call to Operations Manager XXXX XXXX, I will be returning to the DC area next week ( Sat XX/XX/XXXX ) and was hoping to care for this matter before moving. Since my negotiations w/ Amex never gained traction, I am most concerned w/ his informing me that Amex retracted the account as of the XX/XX/XXXX unilaterally imposed payment Due Date.

I took the liberty of having the agreement reviewed by my long-term friend and bankruptcy attorney XXXX XXXX over the weekend who felt it fair, but shared the following concerns : A ) Due Date too soon ( 2 weeks minimum if using US Mail ) B ) No signature ( include signature for accountability and follow up/contact ) C ) No time frame provided for credit report removal As time is of essence, please address the above and resend the offer via email to XXXX ( preferred ) or via Priority Mail Express or Priority Mail Hold for Pickup for Wed XX/XX/XXXX or Fri XX/XX/XXXX. '' Although I followed up w/ Mr. XXXX 's office 3 weeks later on XX/XX/XXXX, I'm yet to receive a response. 

Regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation