Consumer complaint received 2018-04-17
Company: AMERICAN EXPRESS COMPANY
State: TX
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:
Please refer to this : XXXX Please refer to this chat history on XX/XX/XXXX early morning : XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX have i spent {$1000.00} on this card till now? 
You - XX/XX/XXXX XXXX XXXX i am a human and want to talk to a human ... please keep this chat bot crape and automation chat away from me You - XX/XX/XXXX XXXX XXXX and try to keep the jobs in USA ... rather than outsourcing them outside of USA You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi there! I will check your account for that - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? 
- XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Great! How are you doing today? 
- XX/XX/XXXX XXXX XXXX fine ... please answer my question You - XX/XX/XXXX XXXX XXXX Sure - XX/XX/XXXX XXXX XXXX i have already spent more than 5 minutes for this question You - XX/XX/XXXX XXXX XXXX I am sorry for that. Let me quickly check the spending - XX/XX/XXXX XXXX XXXX You have made total purchases of {$1100.00} - XX/XX/XXXX XXXX XXXX I do see that you have already met the spending threshold and we have issued your {$200.00} statement credit on your account - XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? 
- XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please Live Chat with us again if we can be of further assistance. 
- XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX Want to talk to real human being - please don't waste my time You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi, welcome to American Express Chat. 
XXXX - XX/XX/XXXX XXXX XXXX Thanks for contacting us. 
XXXX - XX/XX/XXXX XXXX XXXX How much i have spent till now on this card? 
You - XX/XX/XXXX XXXX XXXX You are chatting with XXXX XXXX - XX/XX/XXXX XXXX XXXX everything including the pending transactions You - XX/XX/XXXX XXXXXXXX XXXX I will check and help you with this. 
XXXX - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? 
XXXX - XX/XX/XXXX XXXX XXXX can you guys make a better user interface like what is being shown in XXXX XXXX and XXXX etc ... this user interface XXXX You - XX/XX/XXXX XXXX XXXX yes you are chatting with XXXX You - XX/XX/XXXX XXXX XXXX Thanks for the name confirmation! 
XXXX - XX/XX/XXXX XXXX XXXX We appreciate your feedback and I've forwarded it to our dedicated online technical team for internal review. While you may not see any change immediately, however, our website team makes changes on the basis of feedback they receive from our valued Cardmembers. I am grateful that you have shared your thoughts with us. Be assured that the feedback we receive from Cardmembers plays an important role in enhancing your customer experience. 
XXXX - XX/XX/XXXX XXXX XXXX Please help me with the last 5 digits of the card that you are referring to. 
XXXX - XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX You - XX/XX/XXXX XXXX XXXX Can you please help me ... rather than still verifying me You - XX/XX/XXXX XXXX XXXX Thank you! 
XXXX - XX/XX/XXXX XXXX XXXX please don't give me this crape security stuff You - XX/XX/XXXX XXXX XXXX till now - almost 4 minutes has been wasted ... this user interface XXXX  and then the customer service XXXX even more You - XX/XX/XXXX XXXX XXXX Sure, I will help you with everything that you need however security check is only for the security reasons to protect your account from any fraudulent activity XXXX - XX/XX/XXXX XXXX XXXX i can't even get the answer i am looking for ... you are wasting my time You - XX/XX/XXXX XXXX XXXX I really don't intend to do that XXXX - XX/XX/XXXX XXXX XXXX I am just trying to help you XXXX - XX/XX/XXXX XXXX XXXX  You're referring to your Blue Cash Preferred Card account XXXX - XX/XX/XXXX XXXX XXXX Of course You - XX/XX/XXXX XXXX XXXX can you get me the answer to the question ... i am literally getting nuts You - XX/XX/XXXX XXXX XXXX   Sure, just a minute please XXXX - XX/XX/XXXX XXXX XXXX You need the total spend for XXXX or just the total balance. 
XXXX - XX/XX/XXXX XXXX XXXX Listen XXXX just give me the XXXX answer ... don't waste my time You - XX/XX/XXXX XXXX XXXX  i told you 100 times what i asked You - XX/XX/XXXX XXXX XXXX it's not my problem that you are not smart You - XX/XX/XXXX XXXX XXXX Okay XXXX - XX/XX/XXXX XXXX XXXX I will help you with this XXXX - XX/XX/XXXX XXXX XXXX  Please allow me a moment while I check this for you. 
XXXX - XX/XX/XXXX XXXX XXXX i told you - i want to know " how much i spend using this card till now ... including the pending transactions '' You - XX/XX/XXXX XXXX XXXX you tell me the answer and then i am done ... then you waste time of other customers You - XX/XX/XXXX XXXX XXXX Just a minute please XXXX - XX/XX/XXXX XXXX XXXX Please allow me a moment while I check this for you. 
XXXX - XX/XX/XXXX XXXX XXXX rather than asking me useless questions - by this time you should have got the answer ... thanks for nothing for wasting my time You - XX/XX/XXXX XXXX XXXX I am really sorry if you feel that way however we at American Express take the security of your account very seriously so that there are very less chances for fraudulent activities to occur with card accounts. 
XXXX - XX/XX/XXXX XXXX XXXX  answer please - you are not announcing the XXXX award You - XX/XX/XXXX XXXX XXXX You have made the total spend for XXXX for {$410.00}, you've made new charges for upcoming statement for {$660.00} and there are pending transactions for I need to calculate manually XXXX - XX/XX/XXXX XXXX XXXX there are pending transactions for {$98.00} XXXX - XX/XX/XXXX XXXX XXXX You have made the total spend for XXXX for {$410.00}, you've made new charges for upcoming statement for {$660.00} and there are pending transactions for $ XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX why manually? why don't you guys simply follow what XXXX, XXXX XXXX and XXXX is doing You - XX/XX/XXXX XXXX XXXX give me the total You - XX/XX/XXXX XXXX XXXX of all the things You - XX/XX/XXXX XXXX XXXX i can't believe that this kind of website exists in XXXX You - XX/XX/XXXX XXXX XXXX Manually because pending and posted transactions for upcoming statement aren't included in the YTD as they are included once the statement is closed XXXX - XX/XX/XXXX XXXX XXXX who cares - other credit card companies are much easier and better You - XX/XX/XXXX XXXX XXXX no need to even deal with their customer service at all You - XX/XX/XXXX XXXX XXXX I really apologize for the inconvenience however we always care for the security of the card account. 
XXXX - XX/XX/XXXX XXXX XXXX  The total spend including previous statements, upcoming statements and pending transactions, the total spend is for {$1100.00} however you don't owe us for the pending transactions until they are posted in your account XXXX - XX/XX/XXXX XXXX XXXX I can see that the previous representative have also shared the correct details that I have provided however I need to share another information for how the reward points are accumulated XXXX - XX/XX/XXXX XXXX XXXX I would like to inform you that there is one month lag for the rewards points to be updated online. So the rewards points for your current statement will be updated on the upcoming statement. 
XXXX - XX/XX/XXXX XXXX XXXX There is always a one-month delay for the reward for new purchases ( from the previous month ) to appear on your statement. This is the time needed to ensure that we have captured all spending, payments and credits on your account. 
XXXX - XX/XX/XXXX XXXX XXXX hi You - XX/XX/XXXX XXXX XXXX Yes, I already helped you with the information XXXX - XX/XX/XXXX XXXX XXXX The total spend including previous statements, upcoming statements and pending transactions, the total spend is for {$1100.00} however you don't owe us for the pending transactions until they are posted in your account XXXX - XX/XX/XXXX XXXX XXXX ok bye You - XX/XX/XXXX XXXX XXXX We appreciate your feedback and I've forwarded it to our dedicated online technical team for internal review. While you may not see any change immediately, however, our website team makes changes on the basis of feedback they receive from our valued Cardmembers. I am grateful that you have shared your thoughts with us. Be assured that the feedback we receive from Cardmembers plays an important role in enhancing your customer experience. 
XXXX - XX/XX/XXXX XXXX XXXX I will pass your feedback to my supervisor as well so that yuor voice is heard by them as well XXXX - XX/XX/XXXX XXXX XXXX your* XXXX XXXX XX/XX/XXXX XXXX XXXX Pleasure chatting with you. Feel free to get in touch with us anytime.You can chat back with us anytime, we are available 24/7. 
XXXX - XX/XX/XXXX XXXX XXXX Thank you for your Card Membership, please click on the X in the top right of the chat window to end the chat. 
XXXX - XX/XX/XXXX XXXX XXXX The chat is still connected, so I will disconnect it from my end. Thank you for your Card Membership and have a great day! 
XXXX - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX Want to know about the overall balance including pending balance? 
You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Want to know about the overall balance including pending balance? 
You - XX/XX/XXXX XXXX XXXX Welcome to Live Chat! My name XXXX, and I see you were previously chatting with our Virtual Assistant. Please give me a moment to review your chat. 
XXXX - XX/XX/XXXX XXXX XXXX  I'll check that and share the information with you. 
XXXX - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? 
XXXX - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you for confirming your name. 
XXXX - XX/XX/XXXX XXXX XXXX Allow me a few moments please. 
XXXX - XX/XX/XXXX XXXX XXXX {$1000.00} is the total of your Account balance and pending charges. 
XXXX - XX/XX/XXXX XXXX XXXX XXXX dont intend to rush you. Just to confirm, are we still connected? 
XXXX - XX/XX/XXXX XXXX XXXX u You - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX  so it's more than {$1000.00} - including pending charges, right? 
You - XX/XX/XXXX XXXX XXXX Yes. 
XXXX - XX/XX/XXXX XXXX XXXX when the annual fees will be charged? 
You - XX/XX/XXXX XXXX XXXX It will be charged on your XX/XX/XXXX statement. 
XXXX - XX/XX/XXXX XXXX XXXX have i got the {$200.00} bonus? 
You - XX/XX/XXXX XXXX XXXX Yes, the {$200.00} statement credit posted on XXXX XXXX, XXXX. 
XXXX - XX/XX/XXXX XXXX XXXX I see that your replacement card was mailed on XXXX XX/XX/XXXX. 
XXXX - XX/XX/XXXX XXXX XXXX And your last statement closed on XXXX. 
XXXX - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX  thanks You - XX/XX/XXXX XXXX XXXX Since your last statement closing no new charges have posted. 
XXXX - XX/XX/XXXX XXXX XXXX Please disregard my last statements. 
XXXX - XX/XX/XXXX XXXX XXXX Thank you for your Card Membership, please click on the X in the top right of the chat window to end the chat. 
XXXX - XX/XX/XXXX XXXX XXXX The chat is still connected, so I will disconnect it from my end. Thank you for your Card Membership and have a great day! 
XXXX - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX get me a human being not some stupid robot You - XX/XX/XXXX XXXX XXXX XXXX  has joined the conversation Hi You - XX/XX/XXXX XXXX XXXX Hi, How may I assist you today? 
- XX/XX/XXXX XXXX XXXX Can you check auto payment is enabled on this account or not? 
You - XX/XX/XXXX XXXX XXXX Sure I will quickly review your account - XX/XX/XXXX XXXX XXXX Is this XXXX with me? 
- XX/XX/XXXX XXXX XXXX and guys please don't outsource your work ... this website is so confusing - i have no idea what to do here You - XX/XX/XXXX XXXX XXXX I apologize for any confusion, I'm here to assist you - XX/XX/XXXX XXXX XXXX Yes autopay is enrolled on your Blue Cash Preferred card and the next debit date is XX/XX/XXXX - XX/XX/XXXX XXXX XXXX It's set for total new balance - XX/XX/XXXX XXXX XXXX it's full statement balance or minimum balance? 
You - XX/XX/XXXX XXXX XXXX It's for the full statement balance - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX That is {$730.00} - XX/XX/XXXX XXXX XXXX how i can get redeem the reward You - XX/XX/XXXX XXXX XXXX You can use Rewards toward your Statement in increments of XXXX Reward Dollars. 
- XX/XX/XXXX XXXX XXXX The credit awarded will be equivalent to the number of Reward Dollars redeemed. 
- XX/XX/XXXX XXXX XXXX I show that as of now you have XXXX rewards dollars - XX/XX/XXXX XXXX XXXX Man Amex credit card is no good You - XX/XX/XXXX XXXX XXXX   XXXX is far better You - XX/XX/XXXX XXXX XXXX I'm sorry if you felt so, the benefits differ card to card - XX/XX/XXXX XXXX XXXX XX/XX/2018 Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX Get me a human - no robot or chatbot You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi XXXX  You - XX/XX/XXXX XXXX XXXX i have two cards with American Express - Delta and regular American Express credit card You - XX/XX/XXXX XXXX XXXX right? 
You - XX/XX/XXXX XXXX XXXX I will surely check that on your card account - XX/XX/XXXX XXXX XXXX  Is this XXXX with me? 
- XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you - XX/XX/XXXX XXXX XXXX yes you have two cards, - XX/XX/XXXX XXXX XXXX i want to close both the credit cards i have with American express You - XX/XX/XXXX XXXX XXXX  Its Gold Delta Sky Miles Card and Blue Cash preferred Card - XX/XX/XXXX XXXX XXXX please do the needful You - XX/XX/XXXX XXXX XXXX I regret the decision, if you don't mind me asking. May I know why do you wish to cancel the card? 
- XX/XX/XXXX XXXX XXXX also i have {$9.00} as the rewards on my Blue cash preferred card ... please let me know how i will get that? 
You - XX/XX/XXXX XXXX XXXX I am sorrry but you will not be able to redeem {$9.00} rewards as you need to have minimum {$25.00} to do the redemption - XX/XX/XXXX XXXX XXXX The minimum requirement for redemption is {$25.00} - XX/XX/XXXX XXXX XXXX Well American express is not an ethical company ... they are outsourcing all the jobs ... i have applied for at least 25+ positions ... they just called me for one position only ... if they can't hire me - why should i use their credit cards ... i heard that lots of directors and VPs out there in Information technology are getting cut back from the consulting companies - that's why they are letting the contractors to work there ... so if the company is so corrupt - why should i use their products You - XX/XX/XXXX XXXX XXXX buy XXXX hire XXXX XXXX if American Express is not doing that - then there is no point that americans should use the products of this kind of companies You - XX/XX/XXXX XXXX XXXX I am sorry to hear that you are not happy about it - XX/XX/XXXXXXXX XXXX pass on the message to your new CEO XXXX XXXX XXXX You XXXX XX/XX/XXXX XXXX XXXX Please wait - XX/XX/XXXX XXXX XXXX Just the way you - i am an XXXX origin person but now XXXX You - XX/XX/XXXX XXXX XXXX let me connect you to my supervisor - XX/XX/XXXX XXXX XXXX  Please stay connected - XX/XX/XXXX XXXX XXXX XXXX has left the conversation XXXX has joined the conversation Hi XXXX - XX/XX/XXXXXXXX XXXX I am the Supervisor with Chat - XX/XX/XXXX XXXX XXXX  what XXXX XXXX ( father of the Nation ) did almost 80 years back ... i am doing it now ... if American express is too much into corruption and not encouraging americans ... then i need to give up american express products You - XX/XX/XXXX XXXX XXXX so please close both the accounts as i can not deal with this kind of corrupt company You - XX/XX/XXXX XXXX XXXX We have had operating centers in XXXX and the XXXX XXXX since XXXX. All CCPs, regardless of where they are located, are required to meet the same high quality standards. 
- XX/XX/XXXX XXXX XXXX If you still wish to close the card, I can do that for you - XX/XX/XXXX XXXX XX/XX/XXXX The company is very corrupt ... my spouse also worked as a contractor and the employee..so better not speak what all American express is doing ... i know since XX/XX/XXXX what all is happening in American express ... especially during last 3 yrs You - XX/XX/XXXX XXXX XXXX alright, I will close the account for you and register your complaint aswell - XX/XX/XXXX XXXX XXXX Please close both the accounts ... registering the complaint is of no use ... as from top to bottom there is corruption ... nothing can be done now You - XX/XX/XXXX XXXX XXXX okay, i will honor your request. 
- XX/XX/XXXX XXXX XXXX bye then You - XX/XX/XXXX XXXX XXXX I am to read a disclosure to you - XX/XX/XXXX XXXX XXXX before I cancel the card - XX/XX/XXXX XXXX XXXX kindly stay connected - XX/XX/XXXX XXXX XXXX I'm completing your request to cancel your Card ( s ) and all associated benefits.Please destroy the Card ( s ). Any outstanding authorized charges will be billed to your account. We may increase your APR if your payments are late or returned. Any pending or current Penalty APRs will still be in effect. You will continue to receive a monthly statement until there's no more activity on the account. Please note you need to immediately contact any merchants that bill you using this Card to stop the automatic billing. 
- XX/XX/XXXX XXXX XXXX should i go ahead and cancel your cards - XX/XX/XXXX XXXX XXXX Are we still connected? 
- XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please Live Chat with us again if we can be of further assistance. 
- XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX need to talk to the human being You - XX/XX/XXXX XXXX XXXX not some robot or chat bot You - XX/XX/XXXX XXXX XXXX  XXXX has joined the conversation Hi, Welcome to Live Chat, how can I help you today? 
- XX/XX/XXXX XXXX XXXX  We have not heard from you for some time. Do you wish to continue to chat? 
- XX/XX/XXXX XXXX XXXX  Since we have not heard from you for some time, we will now end this chat. Please Live Chat with us again if we can be of further assistance. 
- XX/XX/XXXX XXXX XXXX You can always reach a Live Chat Customer Care Professional by logging into your account at americanexpress.com Once logged in, click " Help '' in the top-right corner of your screen. Then, under the " Online '' tab, click " Start Live Chat ''. 
- XX/XX/XXXX XXXX XXXX  XX/XX/XXXX XXXX XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX  need a real human being You - XX/XX/XXXX XXXXXXXX XXXX XXXX has joined the conversation not a chat bot You - AXX/XX/XXXXXXXX XXXX XXXX have both of my credit card accounts being closed or not? 
You - XX/XX/XXXX XXXX XXXX Hi, How may I help? 
XXXX - XX/XX/XXXX XXXX XXXX I will check this for you. 
XXXX - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? 
XXXX - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you! 
XXXX - XX/XX/XXXX XXXX XXXX I see you have a Blue Cash preferred card and a Gold Delta skymiles card. 
XXXX - XX/XX/XXXX XXXX XXXX I see both the cards are active as of now. 
XXXX - XX/XX/XXXX XXXX XXXX i chatted with you guys last week You - XX/XX/XXXX XXXX XXXX I see you chatted about it yesterday. 
XXXX - XX/XX/XXXX XXXX XXXX and told clearly to close both the accounts You - XXXX  XXXX, XXXX XXXX XXXX However the chat was non responsive and this is why the cards could not be closed. 
XXXX - XX/XX/XXXX XXXX XXXX forget about yesterday 's chat You - XX/XX/XXXX XXXX XXXX how about last week 's chat You - XX/XX/XXXX XXXX XXXX I see you chatted on XXXX and XX/XX/XXXX XXXX - XX/XX/XXXX XXXX XXXX American Express is such a fraud company You - XX/XX/XXXX XXXX XXXX  you guys are hiding our chat records also You - XX/XX/XXXX XXXX XXXX anyways close both the accounts You - XX/XX/XXXX XXXX XXXX I am extremely sorry if you feel this way. 
XXXX - XX/XX/XXXX XXXX XXXX Sure I will. 
XXXX - XX/XX/XXXX XXXX XXXX May I know the reason please? 
XXXX - XX/XX/XXXX XXXX XXXX  because American express is unethical company ... you guys are induldged into a lot of fraud, cheating and unethical stuff You - XX/XX/XXXXXXXX XXXX I apologize for any inconvenience caused! 
XXXX - XX/XX/XXXX XXXX XXXX when you dont hire local americans why i should use any of your products You - XX/XX/XXXX XXXX XXXX just close it You - XX/XX/XXXX XXXX XXXX You can let me know what exactly is the reason XXXX - XX/XX/XXXX XXXX XXXX no further reasons You - XX/XX/XXXX XXXX XXXX do you tell your US employees the reason why they are being laid off You - XX/XX/XXXXXXXX XXXX or why the US person is not hired You - XX/XX/XXXXXXXX XXXX? 
You - XX/XX/XXXX XXXX XXXX just close the accounts You - XXXX XXXX XXXX XXXX XXXX i am reporting this matter to CFPB now You - XX/XX/XXXX  XXXX XXXX  Please wait! 
XXXX - XX/XX/XXXX XXXX XXXX I am transferring the chat to my manager. 
XXXX - XX/XX/XXXX  XXXX XXXX no useless managager You - XX/XX/XXXX XXXX XXXX i told you close the account You - XX/XX/XXXX XXXX XXXX that's it You - XX/XX/XXXX XXXX AM I am working on it. 
XXXX - XX/XX/XXXX XXXX XXXX Prior to that last week - i told American express the same thing and also yesterday. 
they ask reason for closing the account? Why should i provide the reason ... and when reason is provided even then they are not closing the account. 

This unethical, fraud, manipulated company which is outsourcing jobs outside of USA and not hiring US workers ... why should US workers should use their products - like credit cards ... it's plain simple reason ... .account balance is XXXX ... account is paid in full ... why not Amex is closing the account ... .by fraud they opened a free account ( with XXXX fees ) the one with annual fees ... now it's time for them to close it ... it seems Amex is so desperate for the customers ... that they are not willing to close the accounts also.

Company response to consumer: Closed with explanation