Consumer complaint received 2016-11-04
Company: AMERICAN EXPRESS COMPANY
State: MA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
https : XXXX -- my story have similarities to this XXXX. 
American Express closed XXXX of my accounts because I completed their forms correctly, but AMEX XXXX representative said I did not. On XX/XX/XXXX, my account got triggered for review, and I received a call indicating I need to complete forms to be sent to IRS for account XXXX. The email was received for the form XXXX + Fax Sheet. 
On XX/XX/XXXX, I sent my first set or forms that included the Fax Sheet + XXXX XXXX -- XXXX for Personal XXXX Taxes & other for Business XXXX Taxes. 
The next day I called and she did not pick up and call me many hours later. She told me that the forms was done incorrectly and was unprofessional and rude to me by talking over me and raising her volume subtly and manipulated me with the goal to provoke reactions. Examples would be calling me unprofessional and stating lies such as they receive faxes only when I submitted it using www.americanexpress.com/financialreview due to the email saying I could. She repeatedly told me she did not send it even though her name is on it. Keep in mind these calls are monitored and recorded so please get them and see her behavior to provoke my behavior. XXXX, she also said that I need to fix a couple things on my form and at the end of a stubborn conversation which I understood everything she was saying I said she got it and I hung out. The XX/XX/2016 I sent my second attempt of the forms with COPIES and RECEIPTS of what + when it has been sent. I called letting her know again that I sent it and again got a call many hours later. 
On this call, she stated that I did not mark a box and at first, I was upset with myself but upon looking at what I sent, the box was in fact MARKED. This outraged me as again she would not listen to me and was stubborn with her views and the process. I am not getting another chance despite the deadline being XX/XX/2016. I did a google.com search and saw many others others that have been clients for over 20 years been shut down due to this very flawed process. They only accept things done their way and act militant though they are not. They are like no email responses, no help from them through phone or email correspondence and act like she is XXXX or something. She is not my financial account XXXX as this account XXXX is not a consumer friendly and makes us feel guilty without proof. I do not have anything to hide with my taxes and although it is an intrusion to my privacy especially due to my outstanding credit history with American Express, I obliged and put in many hours of my time to get these forms to them and this is how I get treated. I do all the work and am not doing it to get my account closed but for some reason she felt disrespected and closed it all by looking at forms she said has no checkmark but does. She had a hidden vendetta against me due to our previous conversation exchanges and that is absolutely unacceptable as I am a confused customer that needs help with simple answers. Instead many of my concerns were not addressed and she purposely works the customer up to provoke outrage anger and when you hear the recordings you will see that I am in fact looking ot just get answers so we can get this resolved. 
Let us not forget I have proof I sent the fax with the forms being marked and again I am very happy to submit it once I get to that part of the screen. Let us not dismiss how many times she lied to the consumer stating she did not send an email stating I can use americanexpress.com/financialreview and let 's not forget she said she ca n't do anything to help me from here on out. Also, see in her tone on how rude she is and has audacity to use that to her advantage by psychologically damaging the customer and provoking unprofessional and then calling them unprofessional. 

I need your help.

Company response to consumer: Closed with non-monetary relief