Consumer complaint received 2021-07-02
Company: AMERICAN EXPRESS COMPANY
State: VA
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:
On XX/XX/2021 I received an email from a company called XXXX, which I found is located in XXXX, MA. They were notifying me of a {$180.00} charge for continuation of my membership in a genealogy company called XXXX. After a bit of investigation I am still not sure how or why they are involved in this transaction. I do know they have MANY complaints against them for various reasons. all of which seem to involve bills for merchandise or services never ordered, let alone delivered. Their email indicated the charge would be applied to an American Express credit card I lost last XXXX. I had cancelled the card as soon as I found it missing and American Express assured me there were no charges made other than mine, and there was no outstanding balance. I was sure the card was gone, but I called American Express to make sure. To my surprise I was told by the American Express representative the old card umber was still open to those merchants with which I had set up an order for automatic annual renewal of subscriptions, dues, etc. I could not believe what I heard. I asked why and was told it is a benefit offered American Express customers for their convenience in not having to reestablish the order in place. I asked if it did not also benefit the merchant or organization and the Rep. reluctantly agreed it did. I then asked why I was led to believe the account was closed when it wasn't and now there were two active card numbers assigned to the account - supposedly the only charges that are accepted on the old number are those from merchants with the renewal acceptance in place. I then asked when and how I would have been informed of this process and the answer was something about the " fine print '' on the agreement I got when I signed up for the card initially. HE DID NOT SAY ANYTHING LIKE WE tell our customers when they apply for a card or call about needing a new card. That seems to be the point the customer needs to know about the account continuing to be open, just not to everone. I truly did not worry about the notice I got from XXXX  because I thought the card was closed. I did asked when American Express initiated this policy and the Rep. did not know. He was also very adamant this was a problem with the merchant, not American Express. The credit card company was only following policy. He did finally tell me he had cancelled that part of the card, but would not admit any wrong doing, just it was my responsibility and American Express only processed the charge, I then contacted XXXX XXXX  about my Visa Card and was told basically the same thing - it is a benefit in place for the card company customer and my real complaint was with the vendor. This Rep. also could not tell me when the policy was initiated. She did tell me the get as many complaints from customers for not having the benefit continued, but that made no sense to me because I was told it was continued for everyone. I do not know in what circumstance the card company would receive complaints about renewals that were not automatically continued as I was told they are. 

I also talked to XXXX  - at least I think I did. But I am going to double check that. They were awful. They refused to refund my money and said I should have opted out of the process if I had known my credit card was still active. They never admitted to knowing the credit card company and XXXX knew the charge would go through. Neither credit card company, nor XXXX, wanted to discuss XXXX 's role in all of this. I honestly believe it is is a scam being run on unsuspecting customers. XXXX has a long list of complaints against them for refusing to refund money obtained through similar processes. The XXXX rep finally sent an email with instructions for changing my renewal options. When I read them I know why I couldn't figure it out - the only way to access an account on XXXX  ' website is to know the code. It is hidden in a drop-down menu that says nothing about accessing your account. XXXX  sent me to my account with them, and also to XXXX 's website where I had to opt out of of the process also. 

This entire process sounds very more and more like fraud to me. I know you only deal with financial institutions, but if you have any information on XXXX I would appreciate it. I would also like to know if there is an association between credit card companies and merchants using an automatic renewal process

Company response to consumer: Closed with explanation