Consumer complaint received 2022-08-20
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Dear CFPB, I DESPERATELY need your help. American Express violated my rights as a consumer by confiscating my XXXX membership rewards points valued at {$70000.00} ( XXXX cents/point ) when they closed down my credit card WITHOUT ANY NOTICE in XX/XX/XXXX. I pleaded with them to please allow me to transfer the points either to XXXX XXXX or XXXX Hotels or send me a check for the value of those points but they REFUSED. I told them I lost my job three years ago and havent worked since, sent them in my psychiatrist 's letter stating that I have ongoing mental health issues as a result of losing my job which leads to uncontrolled feelings and emotions causing outbursts beyond my control, but they refused to recognize or honor the membership points. I was told they have " dissapeared ''. Moreover and most importantly, American Express violated the 90-Day Grace Period for Rewards Redemption that XXXX XXXX of New York signed into law on XX/XX/XXXX to protect NY State Residents, of which I am one, from losing their points. The bill is XXXX XXXX XXXX which provides a 90 day grace period on rewards points when an account is closed. It was signed into law XX/XX/XXXX. I told this to the attorney they hired to strong arm me into paying off my {$70000.00} balance but he refused to acknowledge my concerns. Instead I was forced into an unfair settlement on the grounds that they would put a lein on my home and seize funds owed from my XXXX bank account if I refused to pay them. These points were EARNED over 30 years of loyalty and spending on my Platinum American Express Card for which they made a tidy profit. They have violated the new law that XXXX XXXX has on the books for New York residents and acted with malice and reckless disregard for me. They even called the police to my home thinking I was XXXXl. I never indicated such and it was very embarassing for me at my building to say the least. If they were so concerned over my health and safety they could have told me they would mail me a {$70000.00} check. That would have resolved my fears and calmed me down. Their inhouse lawyer named XXXX XXXX threatened legal action against me if I didnt pay my outstanding {$70000.00} bill and sign their settlement agreement. Because I haven't worked in 3 years, I was desperate to find a lawyer to help me out of this mess as my mental health was spiraling out of control due to this huge loss in rewards points. I had saved those points over 30 years and had wanted to surprise my wife who is a XXXX XXXX to an XXXXXXXX XXXXXXXX as we never had a honey moon but Amex ruined those hopes and dreams for me. Out of desperation, I hired an unqualified lawyer to handle this case but only later found out his specialty was employment law and not consumer fraud. I subsequently fired my lawyer for his inappropriate handling of things and his lack of qualifications for guidance. I want justice and have not received it. I want the value of my membership rewards points which they took from me. They also stranded my wife who is a XXXX  at the parking garage in a bad neighborhood in XXXX bringing her to tears as she only had the secondary AmEx card on her and no way to pay the garage as AmEx cut off her card as well. I beg of you at the CFPB to help me and force AmeX to honor thoe points. I have written numerous times to XXXX XXXX and NO response. Mean, callous and insensitive. I have ALL my correspondence sent and documentation to support this claim.

Company response to consumer: Closed with explanation