Consumer complaint received 2023-02-20
Company: AMERICAN EXPRESS COMPANY
State: DC
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 customer service

Complaint:
Dear Amex Staff : Thank you for your reply to my previous claim XXXX about my historic and worldwide issue regarding my correct member status. But your actions regarding this issue do not reflect upon your company 's vision " Provide the worlds best customer experience every day. Nor also " WE DO WHAT'S RIGHT, Customers choose us because they trust our brand and people. We earn that trust by ensuring everything we do is reliable, consistent, and with the highest level of integrity.

As you previously noted, I am a member of American Express since 2000, and not just an XXXX member, because as previously noted, you define yourself as a Worldwide company, and your charter even says it clearly. 

I am not requesting American Express ( Worldwide, not XXXX, nor the United States where I live now ) to upgrade me to be a Centurion status member, because you already gave me that status more than a decade ago, but I am requesting to make things right and gave me back my status, you already invited me and I paid several thousand dollars yearly again, during more than a decade. You, Worldwide Amex even sent me gifts and an honorable mention after being a Centurion member for ten years, what is wrong, and disrespectful is to downgrade a member, so again, you say the following : " WE RESPECT PEOPLE, We are a diverse and inclusive company, and serve diverse customers. We believe we are a better company when each of us feels included, valued, and able to trust colleagues who respect each of us for who we are and what we contribute to our collective success and you can not ask me to address my concern to a country I left exactly because of lack of respect for human basic values, like for example, stealing vaccines during the pandemic increasing the death toll, you should answer following XXXX XXXX and XXXX XXXX, your founders, both Americans, you are accountable as a brand, or you say that in your core values. 

I am requesting you do what is right, I understand perfectly that you would want to do what is right, and you can not truly believe you can " downgrade '' a client, it is just unacceptable. 

I am attaching this time proof I am already a Centurion member ( although for some mistake on your part, you do not have records of it ), the same way you can not remove my degree, or any other honors I have from other Institutions like I think American Express is after more than two hundred years almost of being founded.

More than that, I am now established in the United States, and the core values of the country do not allow to " downgrade '' people, here you do not even say " former President '', you say, President, in my view, no one should, and American Express is doing this with me as a client and member since 2000 ( As you mentioned in your previous letter, so you acknowledge that even though in 2000 I was in XXXX, American Express knows anyway I was a member, and I was a Centurion member ). 

You will have now the information to know what I am saying, you already invited me and you already charged me for at least more than a decade a centurion membership, you should correct this and give me back my centurion status.

Company response to consumer: Closed with explanation