Consumer complaint received 2023-10-06
Company: AMERICAN EXPRESS COMPANY
State: GA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I am writing to file a complaint against American Express for what I believe to be unethical practices in handling my credit card account. For nearly 14 years, I have relied on American Express for benefits promised with my card such as : airport lounges access, warranty protection, and protection from unscrupulous merchants. Unfortunately, my experience with the company has been marred by various instances where I was not protected or supported by American Express, resulting in financial loss. Further, American Express on occasions has been unable to provide lounge access, or denied warranty claims using false justifications ; which were later paid when proof additional proof was submitted. 

Recently, I contacted American Express to express my dissatisfaction with their services, particularly the inability to utilize airport lounges, which is a primary reason I hold the card. During this call, I was frustrated with the response I received, and threatened to cancel. As many customers do, I attempted to haggle for a reasonable offer that would offset the losses from American Expresss repeated failures. But at no point did I give explicit verbal or written authorization for the cancellation of my card. Nor was I aware that terminating the call would result in the card being cancelled, similarly to a forced opt-in policy ; which upon request- they can not provide documentation to support. Such a policy was never clearly communicated to me in writing, or on the call and was vaguely referenced as All Rights Reserved in the cardmember agreement; when I asked how I should know this is the aXXXX American Express would take. 

Hours later, when I tried to address this issue with American Express, I was informed that they operate under a policy where they cancel cards when you infer interest in cancelling ; under the broad umbrella of " all rights reserved ''. I find this approach deeply concerning, especially given that this significant action was taken without any explicit communication or notification. 

Upon reaching out to resolve this situation, I was presented with the option to reapply for my card, which comes with a fee of {$650.00}. Considering that I had renewed my card in XXXX and it was unexpectedly terminated in XXXX, I feel this is both unfair and unreasonable. The pro-XXXX  amount for the unused period effectively amounts to a {$320.00} loss on my end, which I see as unjust enrichment on American Express 's part. 

I kindly urge the CFPB to investigate this matter. Specifically, I believe a XXXX window should be allowed for card reinstatement in cases where explicit consent for cancellation has not been provided. Companies should be held to a standard where clear communication and explicit consent are prerequisites for actions that have such significant implications for the consumer. 

Thank you for your attention to this matter. I hope that this complaint will lead to a thorough review of such practices and ensure that consumers are treated fairly and transparently. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation