Consumer complaint received 2019-07-04
Company: AMERICAN EXPRESS COMPANY
State: HI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
In 2018 I opened a credit line with American Express because of the {$200.00} cash back promise offered if I spent {$1000.00} dollars in the first three months of opening the account. The card also had a 0 % interest introductory offer for 12 months. 

Soon after receiving the card in the mail, I went on a 4 week road trip where I was not regularly checking my emails. I was using the card regularly on the trip and felt confident I would reach the {$1000.00} spending goal by purchasing meals and gas on my trip. 

I connected my bank account for automatic ACH payments and always have had more than enough cash available to cover the entire balance on the card. 

Towards the end of my trip, I logged into my email to see a notice that said my card was being cancelled for non-payment. 

This must be an error, I thought. My bank account was connected and I accepted all of the terms for automatic payments. I had never received any call, never had a voicemail, and never spoke with a human about that status of my account - I only received a single email telling me of a failed payment, and then soon after an email that my account was being closed. 

I called as soon as possible and was told that there was a failed payment on my account. I told the representative there must be an error and re-entered my bank account details ( double checking every number ) so the payment would go through without issue, and asked the representative that they submit a request to not cancel my card. A few days later I got another notice ( by email ) that the payment failed, and that my request to prevent the cancellation was denied. 

I called again and I said there must be an error because I double checked my payment information to be correct. Eventually the American Express representative and I conference called with my bank and were able to get a payment of {$400.00} to go through ( well above the minimum payment, in good faith ). 

At that time I also requested that my card not be cancelled as I had made every effort to make my payments on time, and had been completely able to do so. I was told to wait and someone would reach out to me about the decision, but that I could keep using my card and that the late fees would be removed as a courtesy. 

A couple days later, still no word from anyone at American Express, I reached out again to see the status. I was told that my request was denied and my card would be cancelled. I told them they could cancel the card if they wanted, but I still would like to spend the remaining amount required to receive my cash back bonus. 

At this point in time I was approximately {$20.00} away from reaching my {$1000.00} spending goal to get my {$200.00} cash back reward. 

To my dismay, the card was cancelled immediately thereafter, preventing me from spending another {$20.00} on gas or any other purchase. I saw on my account that not only did I still have the late fee charges on my account, but also I had been charged interest on the debt. 

At this point I arrived back in Hawaii and still wanted to resolve this issue. Because Hawaii is a one-party consent state, I began recording all of my communications with American Express. 

I spoke with multiple people including customer service managers and was eventually told that I would have any interest and late fees removed from my account ( It was a 0 % interested rate card ), and that they would look into whether American Express could honor their cashback offer which was the reason I signed up for the card in the first place. I was told that I would be contacted, and to wait. 

Over the next several weeks I would not receive any communication from American Express, causing me to reach out on my own, and be told the same thing as the previous conversation, this time by another manager. I was told that the representative would initiate an investigation into my cashback bonus and in the meantime would remove the interest and fees. Each time I spoke with someone I was told that I would receive a call. Each time, I never received any type of communication back. 

Eventually my account was closed and sent to XXXX XXXX. I spoke with a manager at American Express and asked them to recall the account from the collection agency so we could resolve it. He told me he would do what he could and to wait for a response. Once again, I heard nothing. I reached out to XXXX XXXX and asked that they send the account back to American Express so we could resolve our dispute. 

I called American Express and told them again about the situation, they said that they would try to accept the account back, would remove the interest and late charges as I was repeatedly told would happen, and that I could expect a call from the legal department about my situation. 

Surprise! I was never contacted. 

That was the last I have been in contact with American Express or XXXX XXXX, Now, however, I am getting calls from a different collection agency called XXXX. 

I'm honestly not sure who owns this account any more, but I am quite upset about the way that I was treated by American Express - I feel lied to, cheated and defrauded. 

I would like to resolve this issue without needing to escalate it any further. 

I am only looking to find a fair outcome to this situation, and my hope is that we can resolve things amicably.

Company response to consumer: Closed with explanation