Consumer complaint received 2022-01-28
Company: AMERICAN EXPRESS COMPANY
State: NY
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:
I always paid my account and it was in good standing. I was notified by American Express that they closed my XXXX credit card and that my account was canceled and I tried to have them pro rate the credit card fee and honor the credit card points they issued me. I spoke with XXXX today, XX/XX/XXXX in their XXXX Offices. XXXX said they wouldn't honor their points or credit me some of the credit card fee. The promised exceptional service when I applied for the card. I found the service of the XXXX credit card to be very poor. Additionally, I have an airline credit with XXXX because I had covid and they are not honoring it because the card is closed and they closed the account. 

Below are some of the unfortunate experience I had while the account was open with the American Express credit card : American Express booked the wrong date on a hotel. 

There were fraudulent charges on my account and they wouldn't take care of it at first. They called me 2 times a day which seemed very excessive. When I tied to talk to them about the charge itself they wouldn't address it. They wanted me to comply with their questions and wouldn't answer my questions. I had to write to their CEO XXXX. They left the charge on the account and I was very trouble by the whole experience. I didn't felt that they protected me. I felt that I didn't receive the high level of service they advertised. 

They issued me a new credit card number but not a new credit card. I asked XXXX why and they didn't respond. 

I received XXXX notifications that I had an outstanding balance which were inaccurate. Again, I emailed their CEO XXXX and never received a reply. I was a told to disregard the emails and then received a second notification again. Today when i spoke with XXXX he said my account was in good standing. I asked him for an explanation about what was going on and he didn't provide feedback. 

I would ask them to please not transfer me to representatives outside of XXXX XXXX and they would tell me that they wouldn't and then I would get transferred to call centers outside of XXXX XXXX. I couldn't understand the repressives outside of XXXX XXXX as their understanding of the English language and ability to answer my questions was very poor. Again, I this want the level of service they advertised for the XXXX credit card. I would have expected better service. 

I found that I was consistently transfer after excessive periods of time and no one could answer my questions. This was not the level of service they advertise. 

When I asked for a manager they said they were unavailable. This is not the level of service that was advertised for the XXXX card. 

I was told by a manager that they would call me at a certain time and then they didnt. Again, I was told their XXXX credit card provided a high level of service. I experienced very poor service. 

Additionally, I was on the phone with a manager who said the would call me back because of the poor connection. He never called me back. I found this to be very poor service and unprofessional. 


They falsely represented the equinox benefit when I applied for the card. I told them that I had single access to XXXX club and didn't think I would qualify. They told me I qualified. They did later did honor the credit for XXXX year. 

When I was given a flight credit no voucher was provided and the credit was with Amex. I would have expected a voucher for the credit and requested XXXX. They said they don't do this. Providing a voucher by email or letter seems standard. 

Just to clarify, I sent them an overpayment in on XXXX and was given many different messages. XXXX said my account was in good standing today, XX/XX/XXXX. 

Please investigate this matter. Thank you for your help. 

Kind regards, XXXX

Company response to consumer: Closed with explanation