Consumer complaint received 2024-05-03
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: AMERICAN EXPRESS COMPANY (CA)

*feedback* for existing cases does not give me the option of uploading supporting documents. So I also filed a new claim here along with XXXX pieces of documents. Thank you! 




I am rejecting this response regarding the reason for " ... then cancelled the initial travel plans. You were able to retain the unearned rewards ... that you have engaged in abuse, misuse or gaming in connection with earning or using points or that you may attempt to do so ... '' Such a statement is blatantly false and reprehensible! Under any situation I NEVER intended to maliciously take advantage of American express. Indeed here I provide the evidence that it is AMEX 's own glitch that results in those *unearned rewards* retained in my account. In comparison, XXXXXXXX XXXX did not have such a glitch and always took away the points shortly after the card statement. Furthermore, I did not even realize this accused issue until now. Please take those *unearned rewards*/points back! So hereby, my request remains to be the same as the reopening of all my accounts as I had done nothing wrong unless AMEX can clearly prove I was engaged in abuse with earning points. 



Here are a few details : XXXX. Thanks for confirming that it was AMEX 's own mistake on both counts : Case I. * {$2500.00} transfer to someone else 's account changed my card XXXX WITHOUT my request* and Case II. *changed my card XXXX WITHOUT my request. * However, AMEX did not mention any connections between those XXXX mistakes and the closure of my accounts as a retaliation. 

2.Thanks for confirming that previous accusation of " due to abusive behavior. The terms and conditions of the Membership Rewards program ... '' was completely false!! 
Your file XXXX XXXX enclosures* includes XXXX credit cards, XXXX by XXXX and the other by Hilton  XXXX . Those XXXX cards have nothing to do with the Membership Rewards ( MR ) program! They are co-brand credit cards by AMEX and they are engaged with hotels ' own loyalty program with points. 
Also I never transferred any AMEX MR points to travel partners, the fact is that my most recent usage of MR points was to book the Trip ID : XXXX on XX/XX/2022. So the newest accusation " ... transferred those rewards to the travel partner ... to retain the unearned rewards '' was complete nonsense. 

Furthermore, this is your XXXX time changing the story. Here is a short review what happened so far : _______________________________ XXXX : The reason given was " XXXX or more of these accounts are not being used for the intended purpose ''. 
XXXX : The story changed to *directed abusive language toward our representatives ... " XXXX : changed the story again and even confirmed that *abusive language* was a false accusation. " We provided you with incorrect information about the reason ( s ) for the closure of your accounts. We apologize for any misunderstanding or inconvenience you may have experienced regarding this matter... due to abusive behavior. The terms and conditions of the Membership Rewards program ''. 
XXXX : changed story again " ... then cancelled the initial travel plans. You were able to retain the unearned rewards ... that you have engaged in abuse, misuse or gaming in connection with earning or using points or that you may attempt to do so ... '' _______________________________ XXXX. Under any situation I NEVER intended to maliciously take advantage of American express. Indeed it is AMEX 's own glitch that results in those *unearned rewards* retained in my account. XXXXXXXX XXXX also has XXXX credit cards that do not have this issue.

Here is an example for my XXXX credit card by XXXX ending XXXX. The XXXX statement shows a deduction of XXXX Points. Please refer to document # XXXX. And it is true that the amount of XXXX Points was deducted from my XXXX account 's transaction history. Please refer to document # XXXX, the first line of page XXXX. Similarly, the XXXX statement on my XXXX card by AMEX ending XXXX also shows a deduction ( should be ) of XXXX Points. Please refer to document # XXXX, the last XXXX lines of page XXXX. However, upon reviewing transaction history in document # XXXX, there was no actual points deduction by AMEX card from my XXXX account. 

This comparison example clearly shows the discrepancy between XXXX co-branded AMEX card and XXXX card handling points deduction issues. Although both statements show negative points earning, only XXXX cards will actually deduct points from users ' hotel loyalty accounts. AMEX cards do not deduct that amount of points at all. This is something I just realized for the very first time. Since AMEX is the sole issuer of Hilton credit card, the issue should be the same which I was completely not aware of before receiving this response from AMEX. 

I am an ultra-extensive traveller who spends the majority time outside of home, and I have nearly XXXX XXXX points with both XXXX and Hilton  accounts, so I am not aware of points adjustment from time to time. For example, I once spent XXXX more months in the XXXX XXXX XXXX XXXX XXXX XXXX and earned more than XXXX XXXX points upon that single hotel stay. Please refer to my document # XXXX. For more details of my travel life, why booking a lot of hotel reservations, please refer to document # XXXX. 

Since AMEX pointed out this negative points issue without actual deduction, I do not need those *unearned rewards* retained in my accounts and want them to be given back to AMEX. 

By now the real reason, why AMEX was not happy with me, seems to be uncovered. However, such perception was not based on the facts. Essentially I am not even aware of the glitch of AMEX, especially XXXXXXXX XXXX did not do so!!