Consumer complaint received 2023-05-31
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
To whom it may concern, I am writing to file a formal complaint against American Express regarding the cancellation and subsequent denial of reinstatement for my credit card. The actions of American Express have not only caused inconvenience and frustration, but they also constitute a breach of our credit card agreement. 

On XX/XX/XXXX, I accidentally canceled my American Express credit card through an automated service that was unclear and confusing. Realizing my mistake, I immediately contacted American Express to rectify the situation. However, I was informed that my card could not be reinstated due to my own cancellation action. 

I explained to American Express representatives that the cancellation was unintentional and that I should not be penalized for a fault in their automated system. Despite my loyalty as a responsible cardholder with a flawless payment history since XXXX, American Express has refused to reopen my account and instead suggested that I reapply for a new card. 

Upon reviewing my cardmember agreement, dated [ date ], I discovered that the terms clearly state that a fee of {$25.00} is applicable if I request the re-opening of my account after it has been canceled, and American Express fulfills that request. This clause supports my position that American Express has the ability to reinstate my account upon my request, which I have made. 

Additionally, the automated system explicitly states that I have 90 days to reinstate my card after closing. This timeframe aligns with the aforementioned clause, further confirming that I should be eligible for reinstatement. 

Despite providing this evidence and referring to the terms of our agreement, American Express has failed to honor their contractual obligations. Their representatives have provided contradictory information, citing an " active credit case '' as the reason for my ineligibility for reinstatement. However, when I requested specific details about this credit case, I was met with confusion and an inability to provide any meaningful explanation. 

It appears that American Express is attempting to sidestep their responsibility by encouraging me to reapply for a new card rather than reopening my existing account. This approach contradicts the terms of our agreement and demonstrates a lack of commitment to their customers. 

I am deeply disappointed by American Express 's actions, which not only breach our credit card agreement but also disregard the principles of fair and transparent customer service. As a result, I have experienced significant inconvenience and unnecessary financial burdens. 

I kindly request the CFPB to investigate this matter thoroughly and ensure that American Express fulfills their contractual obligations. I also request that American Express reopens my credit card account as per the terms of our agreement, providing me with the necessary financial resources and peace of mind that I have enjoyed as a loyal cardholder. 

I appreciate the assistance of the CFPB in resolving this matter. Please feel free to contact me if any further information is required. I look forward to a favorable resolution that upholds the principles of fairness and accountability. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief