Consumer complaint received 2019-12-02
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XX/XX/XXXX Subject : Delinquent American Express Gold Card membership fee for account # XXXX, Account identifier XXXX I submitted an application to refinance my mortgage on XX/XX/XXXX to XXXX  XXXX XXXX. My credit score that was provided to them by your credit bureau was XXXX. 

I had an American Express Gold Card, which I got free for the first year, and then there was a {$190.00} annual membership fee to renew it. I decided not to renew the membership and made all the payments due on the card except the annual fee. I tried to cancel the card via the American Express website but that feature was not available and that resulted in a delay in cancelling the card. I called the customer service on XX/XX/XXXX to cancel the card. I specifically asked the agent if my account was up to date on the payments and she said yes and there was no additional charges pending. 

On XX/XX/XXXX I wrote the first letter to American Express requesting them to investigate the conversation I had with their customer service representative when I closed my account. On XX/XX/XXXX at XXXX XXXX I called their customer service and requested that I need a copy of the transcript of my conversation with their customer service agent on XX/XX/XXXX when I closed my account. I was told it would take 6 weeks to get a copy of the transcript. American Express informed me on XX/XX/XXXX that as the card was cancelled after 30 days from the closing date of the statement on which the fee appears, the annual membership fee is nonrefundable. I would like to point out the card was not used during the 30 days. On XX/XX/XXXX instead of sending me the copy of transcript of my conversation with their customer service agent that I requested I received copies of a year of my monthly credit card statements that I never requested. 


On XX/XX/XXXX I received a letter from American Express informing me that my account ending in XXXX Blue Cash Everyday Credit Card credit limit is reduced from {$15.00}, XXXX to XXXX. I consider this as a retaliatory action by them. 

On XX/XX/XXXX, I called their customer service again to get a status update on transcript request and this time I was informed to contact American Express Subpoena Fulfillment Department located in XXXX XXXX Texas. I wrote a letter to their fulfillment department on XX/XX/XXXX requesting them to provide a copy of the transcript of my conversation as I not able to get one for over six months despite my repeated requests. I sent two additional letter to them on XX/XX/XXXX and XX/XX/XXXX but they failed to provide me with the transcript. 

Instead of providing me the requested information, I received a letter on XX/XX/XXXX that they will not be able to continue to responds to my correspondences regarding my complaints unless I provide new and different information and my file is closed. 

I need a copy of the transcript of my conversation with their representative from XX/XX/XXXX that I have been trying to obtain from American Express now for over a year but they have failed to provide me with one despite my repeated requests. I need that to prove that their representative asked me why I was closing my account and I told her that I dont want to pay the annual membership fee. She failed to inform me that my membership fee was still due even if I closed my account. She also confirmed before I hung up that my account was current and no further payments or fees were due at the time when I closed the account. 

Im requesting the credit bureau to please remove the serious delinquencies remarks from my credit report. The American Express failed to provide me a copy of the conversation transcript with their customer service representative from XX/XX/XXXX when I closed my American Express Gold Card Account despite my repeated requests to them over almost a year. I would also like to know the reason why my FICO score still continue to go down from XX/XX/XXXX onwards when most of the credit cards are paid off except one and also the balance on that one is reducing every month. 

Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Phone : ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief