Consumer complaint received 2015-06-23
Company: AMERICAN EXPRESS COMPANY
State: MA
Product: Credit card
Issue: Other fee

Complaint:
American express took my {$450.00} fee and will not refund it. I was told when I got the card if for what ever reason I did not like it I would get a full reimbursement. I initiated a dispute on my card XXXX Amex did not resolve it they told me I could not cancel the card while the dispute was in effect therefore I owe them XXXX for last year and the card renewed in XX/XX/XXXX another XXXX a total of {$900.00}. They told me I had to pay that too, even though the new card was NEVER USERD not even activated. I want to transfer the remainder of my points and close the account. I can not get anyone to help me for XXXX reason or another.They want me to deal with a customer service office in XXXX XXXX where the representative was so completely rude, dismissive, and she actually found my situation amusing and made no bones about saying so to me on several occasions. I asked the executive office XXXX XXXX office to have someone listen to the tape of my conversation with XXXX XXXX and to date no one has. XXXX XXXX administrative assistant to XXXX XXXX told me this morning she can do nothing.XXXX XXXX assured me on Friday XXXX afternoon that she would have someone call me on Monday yesterday hence my call to her this morning, she said someone will be in touch. I asked when she told me she did n't know and she can do nothing, I have to deal with XXXX XXXX office even though my experience with them was deplorable. XXXX XXXX raised her voice to me on Friday I will attach my emails. The situation is this I was lied to and taken advantage of. Amex had me pay {$450.00} per year for a card that promises service. I could not even get my dispute resolved. If the dispute was resolved in a timely manner and not ignored by them none of this would have happened.I have letters from Amex they admit to overcharging me, a letter dated XX/XX/XXXX telling me the dispute could not be resolved because I did not provide them with info they requested of me, when I called about that letter I was told the letter was sent in error because they have no letter before that XXXX substantiating that claim. I did send in the info. After more than XXXX year got on the phone with the airline myself and resolved the dispute AMEX DID NOTHING BUT TAKE MY MEMBERSHIP FEE FOR SERVICES NOT RENDERED. I wanted to close this card in XX/XX/XXXX however I was told I could not because of the dispute. They profited by dragging it out for over XXXX year.I spoke with another supervisor in XXXX AZ Monday the XXXX she was not able to close the account until my money cleared the bank I checked it was debited out of my account almost immediately she was to call me back the next day to transfer point and close the account. I can not reach her because the number she gave me was not a working number.I have been trying to transfer my point and close this account and I can not get anywhere however they took the final payment and now I am concerned I will loose those points as well. My Account was originally opened XX/XX/XXXX and someone there at AMEX get me another sky miles number to complicate things further, I had to get those account merged ( more time ) I have invested so much time and aggravation on a card that I pay an exorbitant fee for. I have a XXXX husband and do not have this kind of time to waste however I had been in business for over XXXX years and I know that this is no way to treat some one.It is in fact against the law to charge a full fee for a card that was just renewed I believe they could have closed the account or done something so that the other fee could have been refunded to me. They were not the ones to resolve my dispute. I did. What did I pay for? What services did the {$450.00} get me? I got yelled at, abused verbally, laughed at, AMEX is beyond reproach or so they believe. I want my points transferred, my fees refunded, my account closed. Thank you

Company response to consumer: Closed with explanation