Consumer complaint received 2023-04-07
Company: AMERICAN EXPRESS COMPANY
State: MA
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:
Hi, I called American Express 6 weeks ago as I wanted to upgrade from gold to platinum and wanted to see if I was better off upgrading the gold through my husband 's account instead of opening a brand new card. We were informed that my husband qualified for an upgrade that it made sense as the platinum is brings a lot more benefits than the gold. We had the gold for over a year already and we were informed ( in the past ) to keep the gold for at least a year and then upgrade. I wanted to go over the points accumulated, fees and upgrade process as I was in the process of buying a car and property so touching my credit was not something I wanted to do. I asked multiple times if it was going to be an addition or an upgrade, I did not want to have Gold/Platinum as both come with a large annual fee and Platinum has the same benefits Gold has but better. I honestly asked probably over 20 times if it was going to affect my credit, transfer my XXXX reward points and regarding fee and the rep reassured multiple times " j that it was the " same account just an upgrade '' and better benefits to just get rid of the gold card as it no longer worked. He mentioned not being able to do the upgrade over the phone but explained how to do it online, pick the card and click upgrade and so I did. Few weeks after receiving the XXXX card I called to remove the XXXX from my online profile and was informed that it was no longer an active card as it was replaced by platinum. Few days later I realized that my wife still had the gold card on her profile and was charged with the annual fee of {$250.00} so I called Amex. The person from Amex advised me that it was an error to give a week or that he was opening and investigation to see why the error, but by the end of the week I called again as they did not called with an update.This time I was informed that I had 4 cards, 2 Platinum and 2 Gold and that they could not do much about it as it was already added. I requested it to be escalated and for someone to listen to all phone calls ( 7 or so ) from calling and multiple times explaining not being interested in another credit card but just an upgrade. Called again a week later but was told that the credit department and department that has access to phone calls were closed to call back Monday. I called back Monday but was told they could not help that it was another department. Requested a supervisor and supposedly she opened another investigation, but again, nothing was done. Furious I contacted a higher department and a lady named XXXX stated she was going to waive the XXXX $ fee for this year but nothing else was going to be done. Requested for her to listen to phone calls and escalate and was informed there was no other escalation but, she was going to gather some info regarding the phone calls and contact me in a week. I just got a phone call from her explaining that I opened the new Platinum online and Amex could not do anything. The time I called for the upgrade, the amex rep that told me I had an invitation to upgrade, informed me he could not do the upgrade himself to go online under credit card and click upgrade ... .and that's what I did. XXXX mentioned that she was sending an email with documents to sign for release of conversations, never received the email, XXXX never waived the {$250.00} instead had another AMEX rep called and informed that the only way to get it waived was by closing the credit card in the next few days. I called the next day as XXXX never followed up and was told that she no longer works in that department. I emailed XXXX XXXX and he emailed me back that someone was going to contact me the following day, no one called nor emailed.I also emailed XXXX XXXX but he never replied. I need this to be fixed as I repeated multiple times not wanting a new account nor credit card and now my credit score has changed, I had to put my purchasing plan on hold due to credit issues caused by Amex irresponsibility and they are not willing to assist. I need this to be fixed as I never said I wanted to add another account and I made sure to get information from the person that was supposed to help me and give me the right information, AMEX customer service. American Express just created a disaster and now wants nothing stating they can not do anything that is already done. This is causing major anxiety and even XXXX as I make sure to take care of my finances and credit all the time. I did not request any of this and now they are literally saying I did it and have to deal with it. I also emailed XXXX XXXX XXXX, Global Consumer XXXX XXXX XXXX XXXX and XXXX 's office with no luck. ( XXXX ) I have attached what I am able to share, I do have voicemails and conversations that I decided to record as I was not getting anywhere.

Company response to consumer: Closed with explanation