Consumer complaint received 2017-04-17
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
On XX/XX/XXXX American Express closed my account without notifying me. I never had a past due amount nor had a bad history with them. I was still receiving bills in the mail every month from XX/XX/XXXX until XX/XX/XXXX. I assume having a closed account I should n't have gotten a bill. I tried calling American Express to figure out why my account was closed numerous of times. They told me they closed my account because of my credit history being at a high risk. They also stated that they closed my account due to non-payment. I had no intention to not pay my current bill that was owed. I wanted my American Express account still opened! I paid on time every month up until they closed my account. 

I called American Express on XX/XX/XXXX and I talked to a customer service representative. I was calling to try to get more information on my account being closed and how I can reopen my account. The customer representative connected me to a department that can take care of past due amounts. The person name that they connected me to was XXXX. Her employee number is XXXX. She told me her position was an Account Manager. She was very rude to me from the beginning of our conversation up until the end! She harassed me on every level. She did not answer any of questions. She kept telling me I needed to pay my bill every minute. She harassed me looking up my account in her system and told me all of my past purchases that I had made since I been with them! I did not ask her for this information! She harassed me by telling me that my bill was only {$35.00} and I should be able to pay that. I asked for her supervisor and she argued with me telling me that I could not speak to her supervisor, and then she kept asking me why! It took 7 minutes until she actually put her supervisor on the phone. Once he got on the phone he explained to me that he was on the phone to help me and I explained to him how I felt totally harassed by his employee that I just talked to. His name was XXXX XXXX. He then went on by telling me that I owed {$190.00}, and when will I be paying it. I told him I have no problem paying my bill, but I just need to know why my account was close in the first place and why am I still getting a bill? I just was confused with that whole process. I was not getting straight answers from American Express. I was being told different things. He first start off by telling me that he could n't give me out that information and he would have had to transfer me over to another department who could. Then he started giving me reasons why they closed my account which conflicted with the original reason. He then went on by telling me because I was at high risk. I told him why American Express thought I was at high risk. I also went on by telling him why was I still getting a bill every month if my account was close? Eventually he got sarcastic with me by telling me, mam just pay your bill because if you do n't your credit will become bad, in which he stated that he is going to report to the credit bureau admitting to continue to damage my credit prohibiting me from getting a loan! I told him that he was not helping me at all! 

I then heard XXXX ( The lady I was talking too previously before the supervisor ) in the background on the phone as a third party towards the end of me and her supervisor conversation. XXXX continued to harass me! He did not tell me he still had her on the phone as a third party. As a business professional you have to state the disclosure of someone being on the phone with you! She was listening in our conversation the whole time as if she was listening to see what I was going to say about her! While she was on the third party conversation, she kept laughing at me telling me over and over again you need to pay your bill! She also went on by telling me why would you get a card and think that you XXXX

Company response to consumer: Closed with explanation