Consumer complaint received 2024-06-18
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: AMERICAN EXPRESS COMPANY (CA)

Summary Issue : Long-time American Express XXXX XXXX ( 25 years ) faced an increased annual fee of {$690.00} in XXXX. Upon noticing the charge, the user called to reduce the fee or cancel the card. Misled by the agent, they switched to a XXXX  XXXX  incurring an additional {$95.00} fee without being informed of the 30-day cancellation policy for a refund. 

Attempts to Resolve : Multiple calls ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) were made to American Express seeking a prorated refund for the XXXX  XXXX  fee. The user experienced poor customer service, with calls dropped and no resolution provided. The companys conduct is viewed as a potential criminal conspiracy to defraud customers. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Letter to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Sir/Madam , I am writing to formally lodge a complaint against American Express regarding an unresolved issue with my XXXX  XXXX  fees and subsequent poor customer service.

I have been an American Express card member for 25 years, and most recently using a Platinum American Express card. In 2023, I noticed a significant fee increase, reaching {$690.00}, the highest I have ever been charged. Unfortunately, I did not notice this charge immediately and only saw it a month or two later. 

On XX/XX/XXXX, I called American Express to request a fee reduction or to cancel the card. During the call, the agent suggested options and during the call it seemed based on the conversation with him that it would be most beneficial for me to switch to a XXXX XXXX  and I did, I applied online and got instant approval and was charged an additional {$95.00} fee. At no point did the agent inform me that I had only 30 days after the renewal date to cancel the XXXX XXXX  and receive a refund. This critical term was never disclosed to me, which is the crux of my complaint. 

Despite being a loyal member for 25 years, I was unaware of this updated term as I did not scrutinize the fine print. I made multiple calls to American Express ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) to seek a prorated refund for the XXXX XXXX  fee. The customer service has been abysmal, with calls dropped and no resolution provided. The companys behavior suggests a deliberate attempt to defraud customers by pushing them to open more cards and pay additional fees without proper refund processes for canceled cards. 

My attempts to resolve this matter have been in vain, and I feel defrauded by American Express. The case number associated with this issue is XXXX. I urge the Consumer Protection Bureau to investigate this matter, review the recorded calls, and impose penalties on American Express. Additionally, I seek compensation for the significant time and effort I have spent attempting to resolve this issue. 

I trust the Consumer Protection Bureau will take the necessary actions to address this issue promptly. Thank you for your attention to this matter. 

Sincerely, XXXX XXXX, XXXX. XXXXXXXX XXXX XXXX XXXX  XXXX