Consumer complaint received 2019-06-13
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: AMERICAN EXPRESS COMPANY (NY)

My name is XXXX XXXX and I have been a dedicated, loyal and very happy client of AmEx since XXXX. 

I have AmEx cards both on the business and personal side and have been pleased and delighted with my experience up until earlier this year. 
My account numbers are XXXX and XXXX and if you look up my accounts you may find the I have never been late on any payments, nor misused or handled my accounts improperly. I have built up my credit during the years and have taken full responsibility of my actions. There has never been any issues with AmEx during my membership until earlier this year. In fact, my membership has been celebrated to higher statues during my tenure. 

During the month of XX/XX/XXXX, I was randomly requested for a financial review due to transaction of my AmEx Business Platinum card ( XXXX XXXX {$9000.00} ). 
Since this incident, my experience with American Express has deteriorated dramatically and is at its lowest point imaginable. 

To further detail, allow me to briefly share some of my recent experience : - Early XX/XX/XXXX, I received a phone call from AmEx with Financial Review Team Member XXXX, who within 1-2 minutes of the conversation the threatened to cancel my accounts if I had not provided a tax return within 1-2 weeks. The representative was incredibly insensitive and arrogant during the phone call and kept on adding restrictions and time constraints to heighten his position. This experience has remained the same during the entire review process plus his inability to respond to questions, respond back on a timely fashion, refer other colleagues to help during his absence or get supervision to step into his position during times when he was unable to take action. I would reprimand or fire that representative due to way he treats clients. In fact, I would review the entire Financial Review Team 's organization and set up as majority of the times, majority of the times nobody is available to speak with the clients, phone messages can not be left or goes unheard and there is no way of communicating via email with this team. To further detail my disappointment with Financial Review Team, they have incorrectly requested transcript from the IRS, lost mail which was sent certified, ignored digital communication by clients ( AmEx upload ). The Financial Review team has blamed the United States Postal Office for fault, blamed me for faults, blamed the IRS for faults, which is not only unprofessional, but so wrong in front of a client. I have spent an enormous amount of time on the phone with the team without avail. Called at least 2-3 times per week since early XX/XX/XXXX, which each call takes approx. 20-60 minutes, to inquire about status updates, provided all of the requested information and STILL my accounts have been closed. 

- During early XX/XX/XXXX, I was also fraudulently charged on my AmEx account, including the {$9000.00} mentioned above. Due to this fact, I've disputed these charges with AmEx, which totals approx. {$30000.00}. Initially, I was told to wait approximately 6-8 weeks for the case to be completely finalized. Periodically, I have called to learn about any updates. By periodically, I mean approx. once per week plus checking online for any updates via Dispute Management. It is  to my dismay that the Dispute Management online has not been working correctly for these disputes, which has resulted in me having to call the customer care number. During each call, I have been transfered at least 3-4 times to different departments during the last 3-4 weeks of the dispute time. I've spoken with AmEx representatives on extremely poor phone lines, far away in some Eastern countries without any knowledge of the situation. I've inquired about the actual process of Disputes and have been given very different information each time I've called. 

In conclusion, it is my highest hope and desire to have a repaired relationship with AmEx and have my accounts re-instated ASAP. I have done nothing but to comply with AmEx requests including submitting my IRS tax return of XXXX on a timely fashion ( proof of mailing has been provided via online uploads to The Financial Review Team ). This is my last resort before retaining an attorney in order to pursue this case further.