Consumer complaint received 2023-12-11
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: AMERICAN EXPRESS COMPANY (CA)

I run my XXXX XXXX XXXX with the help of American Express and their credit cards. As such, I have a few different credit cards and a business banking account with them. On XX/XX/2023, I was charged the annual fee of {$690.00} for my business platinum card ending in XXXX. 

After some thought, I decided I did not want to renew this card. According to American Express 's terms and conditions for the card, the annual fee of {$690.00} dollars will be refunded if the card is closed within 30 days of the closing date of the statement period in which the fee is charged ( in this case, the fee was charged on the same date the statement closed, XX/XX/XXXX ). 

On XX/XX/XXXX, 29 days after the statement close date, I chatted into American Express 's online chat function after logging into my account. I told the chat rep I wanted to close the card and the employee card associated with it. I was read the standard terms for closing the card, and agreed to close the card. The chat rep confirmed the account closure and the chat was ended. 

On XX/XX/XXXX, I noticed that the card was still active on my online login, and I chatted in again to verify the status of the card. I was told that the previous card closure did not go through ( no specific reason provided ), and that the chat rep would go ahead and close the card now. They then confirmed the card was closed. I also asked the chat rep to verify that the annual fee would be refunded, since I originally requested the closure to happen on XX/XX/XXXX which was within the 30 day refund window. The chat rep confirmed that the annual fee would be refunded, and the chat was ended. 

On XX/XX/XXXX, I noticed that the card was still active on my online login, and I chatted in again to verify the status of the card. I was told that the previous card closure did not go through. I was told I could call the membership consulting team during mid week business hours to see why the account was not closed. The chat rep advised they could close the account for me, or I could call in for that too. I decided to wait and to call in later and ended the chat. 

On XX/XX/XXXX, I called the phone number on the back of my business platinum card ending in XXXX ( XXXX ). I explained to the rep what had happened, and was told that she would submit my feedback about my chat experience and ensure the card would be closed within 24 hours of the call. She also confirmed that the annual fee would be refunded. The call was ended. 

Later that night on XX/XX/XXXX, I received an e-mail titled, " Your Card Cancellation Request Has Been Processed '' ( I did not receive any such email for my 2 previous attempts ). Inside, the email stated that my business platinum card ending in XXXX had been closed successfully -- not my business platinum card ending in XXXX as requested. I logged into my online account, and confirmed the account ending in XXXX was marked as " closed ''. 

I opened my business platinum card ending in XXXX a few months ago ; I did not wish to close this card and am not sure why it was closed. Meanwhile, I have been trying to close my business platinum card ending in XXXX for almost a month now and it still remains open. 

Attached to this complaint is a screen recording of all three online chats. The video can be paused at any time and starts with the first chat on XX/XX/XXXX.