Consumer complaint received 2024-08-13
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: AMERICAN EXPRESS COMPANY (FL)

Complaint Regarding Mishandling of Insurance Claim and Poor Customer Service by American Express To Whom It May Concern at the CFPB : I am writing to formally submit a complaint against American Express regarding the mishandling of a travel insurance claim and the subsequent poor customer service we have experienced. As a Platinum Card holder for over 10 years, I have always valued my relationship with American Express. However, the events that transpired during a recent claim process have left us infuriated and helpless. 

**Summary of Events : ** Due to a life-threatening illness in our family, we were forced to cancel a planned trip. We expected a smooth and supportive process since we had already bought the trip and the insurance through AMEX. Unfortunately, this was far from our experience. 

1. **Excessive Transfers and Queue Loops : ** - Our initial attempts to contact American Express customer service were met with repeated transfers between representatives. Each time we provided our information, we were transferred back into an automated queue, forcing us to restart the process from the beginning. This cycle continued multiple times, resulting in " hours '' of wasted time and increased frustration during an already stressful period. 

2. **Unauthorized Flight Cancellation : ** - After finally reaching a representative who claimed they could assist us, we explained everything and were told that it would be taken care of as they were talking to XXXX while we were on the line. All we wanted to achieve was a refund of our flight tickets, since we had purchased insurance. The rep then said she had taken care of it and we would be refunded, but we need to talk to their insurance department for conclusions. They put us back in a queue for a prolonged time, and we were transferred to the wrong department a few times. After finally getting to the insurance department, they told us the flight was canceled by their rep. This cancellation was done without our consent or prior discussion and was not accompanied by a refund or proper resolution. We were forced to spend another hour rectifying this error, further exacerbating our distress. 

3. **Issues with Insurance Filing : ** - Upon being transferred to AMEX Insurance to file our claim, the process was delayed due to unclear communication and extended hold times. Despite adhering to all instructions and submitting the required documentation, the representatives unauthorized cancellation of our flight resulted in the disappearance of our receipts from the online portal. This caused further complications and delays in processing our claim as they required the same receipt they deleted. Additionally, we found that the customer service representatives did not leave detailed notes, leading to repeated explanations and a lack of continuity in handling our case. 

**Impact : ** This series of errors and poor management has caused significant stress and frustration during an already challenging time. The repeated failures in customer service and the lack of communication have severely damaged our trust in American Express. 

**Desired Resolution : ** We seek the following resolutions : 1. A formal review of our case, including a written apology from American Express. 
2. Compensation ( REFUND ) and a goodwill gesture to acknowledge the time, effort, and stress we have endured due to these failures. 
3. Assurance that measures will be implemented to prevent similar issues from affecting other customers in the future. 

We respectfully request your assistance in addressing this matter. If this issue is not resolved to our satisfaction, we may consider further actions, including publicizing our experience to warn other consumers. 

Thank you for your attention to this complaint. 

Sincerely, XXXX XXXX XXXX of The XXXX XXXX, XXXX