Consumer complaint received 2018-12-21
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This dispute is in reference to CFPB Ref No : XXXX Ref : XXXX and the response from American Express. In the response from American Express they claim to have previously responded to my previous concerns regarding the reason for my account closure based off fraudulent information, closure of my account despite having open billing disputes, closing of the account with no prior notice provided as required by federal statutes when billing errors are open, the handling of my billing errors, as well as confiscating my earned reward points. The issue is, none of my concerns were actually responded to in previous letters. American Express has failed to actually directly address any of my issued raised even once. Instead, each response is a general response with my exact answers given to the concerns raised. While once again American Express denies having received information of their decision based off of fraudulent information has never been provided. In fact, even if they never received the certified document via mail, they have received it via attachments to CFPB complaints ( XXXX, XXXX, XXXX ) which all not received a response to. In addition to the undeniable cfpb complaints which included these documents I also faxed, emailed and uploaded these documents through the American Express document upload center in the manner directly provided by American Express agents who have verified receipt of this document on several occasions. By continuing to deny having received the document in question while responding to a complaint it's directly attached to is in extreme bad faith and poor taste. Which is apparently the manner in which American Express operates it's billing and customer service departments. 

Continuing on American Express states my billing disputes where handled correctly, yet no mention of the disputes in question was ever provided. A good example of a dispute mismanaged would the dispute with the XXXX XXXX XXXX. In this dispute, the hotel decided to charge card for a room upgrade after I checked in and provided my card without informing me of a rate change. Upon check in my reservation and rate was verified to which I presented my card for authorization for the reserved room and charges. Additionally, a XXXX XXXX XXXX XXXX member the merchnats own website states upgraded rooms are provided free of charge. In this dispute which I continually had to refile at the request of American Express agents. In each dispute filed I provided a copy of the reservation made with my attached member rewards number displayed and a copy of the merchant 's reward benefits taken directly from their own website. Yet the merchant chose to charge my card $ 1000+ over the cost of the reservation made and approved. American Express failed to investigate the overcharge or read the documents provided which clearly indicate the charge expected and authorized to be WAY below the amount billed. No explanation, paperwork or reasoning was provided for the decision by American Express. Yet each time I'd call in to speak with the dispute dept, the agent would tell me this must have been an error on our part please resubmit the dispute. They would resubmit the dispute linking it to the previous ones closed in " error. '' Only to have the dispute closed the same day or day after with no explanation. Yet American Express continues to allege all my billing disputes were handled correctly, in opposition of the statements made by their dispute department. 

To summarize, I'd like more than a generic response or reference to a previous letter sent which failed to address any exact issues presented. The issues I'd like clear, concise and detailed explanations and responses to are as follows : 1. ) Why my account was closed without notice, despite having active billing disputes which is in violation of federal statutes. 2. ) Why American Express continues to deny receiving my submitted documents despite them being attached to multiple CFPB complaints received by American Express proving they were in fact received at least several times. 3. ) Why American Express would take adverse action despite being aware the information being used to make the decision was due to identity theft, incorrect and being reported in violation of federal statutes. 4. ) Why American Express found it ok to confiscate hundreds of thousands of earned reward points while informing me they would be returned if the account was made current ( which taking the billing disputes into account it was ), but failed to return the stolen reward points in any way shape or fashion. 5. ) A full review of reported billing errors and provide clear concise reasons for American Express finding the charges valid despite the mountains of paperwork provided proving the opposite. 6. ) Why American Express has refused to directly address these issues which have been raised multiple times before without being addressed. 

I would like these 6 issues directly addressed and answered, not just a generic response referring to past responses which failed to address these concerns either.

Company response to consumer: Closed with explanation