Consumer complaint received 2022-03-08
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I spoke with XXXX from customer service who indicated that my yearly membership fee would not be charged again until XXXX of XXXX. 
Shortly thereafter, on XX/XX/XXXX, I was charged a renewal fee. 

On XX/XX/XXXX, I complained about the fee to customer service representative XXXX. She reassured me that if I downgraded my card that my previously earned/received promotions would not be impacted. The connection towards the end of the call was faulty and she was very hard to understand. 

A few days later I received an email from customer service which was contrary to what XXXX informed me. The email informed me that I was being penalized for downgrading my card. 

Multiple additional calls were made to customer service, wherein supervisors agreed that I was not being treated properly, that I was mis-informed and that I would receive a resolution by the end of XXXX. 

On XX/XX/XXXX I contacted AMEX CEO XXXX XXXX by emailing him at XXXX On XX/XX/XXXX XXXX XXXX responded to my e-mail that I will have someone in my office look into this. 

American Express Executive Customer Care representative XXXX XXXX contacted me and stated that I would receive a response by XX/XX/XXXX. 

On XX/XX/XXXX I emailed XXXX XXXX to inform him that XXXX XXXX XXXX XXXX missed his deadline and that he was not taking the investigation seriously. 

On XX/XX/XXXX, XXXX XXXX informed me that he concluded his investigation and without a rational justification that he was not ruling in my favor. He was disrespectful, uninformed and unprepared. Upon information and belief he did not listen to all of the relevant calls and he made an adverse, unreasonable and unjust decision in retaliation against my complaint about the way he was handling the matter CEO XXXX. He refused my request to transfer the investigation to a disinterested and competent employee. 

I subsequently emailed AMEX and XXXX XXXX the following on XX/XX/XXXX : Can you please have a disinterested executive representative review XXXX XXXX American Express Executive Customer Cares call from today XX/XX/XXXX starting at XXXX P.M. He was disrespectful, unprofessional and clearly was upset that Ive complained on him on multiple occasions. 

It should be noted that I requested during the beginning of todays call, because it was clear that XXXX XXXX was getting nasty, for another representative to please assist. XXXX XXXX refused to allow me to deal with another representative. 

I do not believe that I was treated properly and I am disappointed with how AMEX has handled this situation. He did not conduct a fair and through investigation and was upset that I complained about his failure to communicate and do what he promised. 

I would like the call with XXXX XXXX reviewed. He is abusing his position as an executive. The call started on XX/XX/XXXX at XXXX pm EST. I believe a review of this call will indicate concerns with XXXX XXXX approach with customers, I would be surprised if amex supports customer abuse by executive reps.

I am also requesting closure of all of my accounts before the next billing cycle starts. 

I feel that in the interest of avoiding future victims of representatives conveying false and material information that it is necessary for CFPD to conduct an investigation.

Company response to consumer: Closed with monetary relief