Consumer complaint received 2026-02-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: AMERICAN EXPRESS COMPANY
State: OH

Complaint narrative:
To Whom It May Concern, I am submitting this complaint regarding violations of the Electronic Fund Transfer Act and its implementing regulation, Regulation E ( 12 CFR Part 1005 ), in connection with my prepaid debit account. Summary of Issue My prepaid debit account was placed into a suspended status without clear written notice or explanation. During the suspension period, the account issuer continued to generate and transmit periodic account statements reflecting a XXXX balance, despite the account being inaccessible to me. When I submitted a written request for clarification regarding account status and fee treatment, no substantive response was provided within a reasonable time. Key Facts The prepaid account was suspended, preventing access and use. Despite the suspension, periodic account statements continued to be issued. I sent a written request dated XX/XX/year>, seeking confirmation of : The accounts exact status during the suspension period Whether any monthly maintenance fees accrued or could be applied retroactively XXXX that no fees would be assessed for months in which the account was suspended or lacked qualifying deposits More than 30 days elapsed without a written response addressing these issues. The only communications received after my request were automated balance notices, which did not respond to or resolve my inquiry. The account was later restored, but no written explanation or confirmation regarding fees or compliance during the suspension period was provided. Regulation E Concerns This conduct raises concerns under Regulation E, including but not limited to : Failure to provide clear and timely disclosures regarding account status and fees applicable to a prepaid account Failure to respond to a consumers written inquiry within a reasonable time XXXX of XXXX Issuance of periodic statements that may be misleading when an account is suspended and inaccessible Lack of transparency regarding whether fees may accrue during periods when the consumer is unable to access the account Harm and Risk Although the account balance remained at XXXX, the lack of disclosure and failure to respond created uncertainty regarding potential retroactive fees, improper charges, and the consumers rights and obligations. This required unnecessary time, effort, and escalation to obtain basic information that should have been provided clearly and promptly. Requested Resolution I respectfully request that the CFPB require the institution to : 1. Provide a written explanation of the account suspension and restoration 2. Confirm in writing that no monthly maintenance fees accrued or will be assessed for any period during which the account was suspended or lacked qualifying deposits 3. Confirm that no retroactive or future fees related to the suspension period will be charged 4. Review its practices to ensure compliance with Regulation E disclosure and response requirements for prepaid accounts I am submitting this complaint to ensure regulatory review and corrective action, not merely informal customer service resolution. Thank you for your attention to this matter. Sincerely, /s/ XXXX XXXX XXXX XXXX of XXXX

Company response to consumer: Closed with non-monetary relief