Consumer complaint received 2023-08-16
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
In XXXX XXXX I tried to use my AMEX card that I had for apprx 35 years online at XXXX XXXX, a place where I have shopped with that same card for over 20 years. The oder would not go through for days I tried. I finally drove to the store and had them place the order since it was an online only product. no problem placing order. I got home checked my email and learned that the same thing happened at XXXX XXXX XXXX  for an online order. I called XXXX and was told after an hour and XXXX minutes that I needed to call AMEX and get a code from them prior to placing an online order. I was never notified of this and it wasted hours of my time simply trying to place an order. My acct was not overdue and had been paid ontime since the XXXX 's. It was my only credit card! I called amex and asked them why this was, of course there was a language barrier and the call took forever, by now I am XXXX hours into a wasted day, with no explanation, just " thats the policy '' for which I was NEVER notified. I asked to have that removed as my purchase history clearly indicates that I am a frequent home improvement store shopper ( at both of the aforementioned ) he said no its the policy, so I have to call and get an approval from AMEX every time I want to use my card for an online purchase! Thats insane, I pay my bills, they are not my Dad! Customers online complain about the same issue. I got aggravated, as anyone would, told him to remove the block and hung up that was the end of it. On XX/XX/XXXX, the due date, I paid my bill on time in full as usual XXXX and change, which included the upcoming year cardholder fee of XXXX and I had XXXX points EARNED from my timely payments and spending. A few days later I went to use my card and was declined. I called them and they said my card was cancelled. NO NOTIFICATION until a letter dated XXXX was received about a week later. It stated that my XXXX pmt was recieved and that my card was cancelled because I was " abusive " to the agent. Another term used widely in online AMEX complaints! On XXXX % th I recieved an email from XXXX and XXXX. stating that my " acct remains substantially overdue ''. I never got a final bill, the letter never demanded payment in full, I had no idea why this email was sent. I responded that I just paid in full on XXXX, how is my acct substantially past due? Never heard from them again. On XX/XX/2023 I was served with a lawsuit from XXXX. they waited over a month until they got my XXXX fee and kept my XXXX in points, never sent an itemized statement for which I had credits coming in, then sued me, they ruined my credit being my only card and have caused me extreme inconvenience, all appearing retalitory, since when is subjective rude behavior a reason to ruin someone? They are out of control and the massive amount of complaints online are obvious that a culture is going on. They must be stopped, they never demamded anything in the cancellation letter of sent a statement other than XXXX with ONLY a balance no listed transactions. I want my credit report repaired, my points taken off the balance, a detailed final staement and my XXXX fee returned since I was cancelled before I ever used it

Company response to consumer: Closed with explanation