Consumer complaint received 2026-03-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
I was contacted by American Express through email on XX/XX/year> that limitations were placed on my checking account and that I needed to call in to find out what the problem was. When I was able to call XX/XX/year> and spoke to someone I was told that American Express had made a business decision to close my account and upon speaking up the chain with four different people I was told that no one would be telling me why my account is being closed, or why I can not access my own money. I was told I would receive a callback from someone in XXXX and as of XX/XX/XXXX no one has called me. The first problem with this situation is that no person from American Express called me and told me there was an issue with my account. Someone made a decision to freeze my account and left it to me to find out. The only communication I received from American Express was email. Luckily for me I do not use that card for everyday purchases, but I could have been standing in line at XXXX to pay for my groceries, with my XXXX children, only to find out my payment wont go through. When I did call no one would tell me anything until, only that I would be getting a letter in the mail in up to thirty days with an explanation as to why this occurred. Furthermore, I made payments out of that account that were debited on XX/XX/XXXX. XXXX and XXXX XXXX XXXX XXXX office debited the payments, and my bill was paid then, because that is linked account. I was given a receipt for those payments. American Express then closed my account and I had to pay late fees on multiple accounts. From the very start of this process I was told I would receive a letter with an explanation as to why this happened in thirty days. A letter was mailed on XX/XX/year> with the entire balance of my account. The only correspondence in the letter stated simply that my account was closed. This is not what I was told would happen. I was told I would receive a letter with an explanation. I called American Express again after I got my check and I was told again that I would be receiving another letter with an explanation and to wait the full thirty days. I will say that again. I was told that a second letter would be sent that would have an explanation as to why the account was closed. Im sure that if you listen to the recordings of the phone calls you will hear the people I spoke with tell me I would be receiving a second letter. It has been beyond thirty days and I have received no such letter. I called American Express multiple times on XX/XX/XXXX to get more information, and I had to call back at least four times that day to finally get someone in a supervisor role to even take my call. When I finally did talk to a supervisor I was told in fewer words that I will not be receiving a letter with any explanation I was told again that I would be given no information over the phone with the employee going as far as to explain saying that if someone was defrauding American Express they would not be able to give information on how that person was defrauding the company. I received the entire balance of my account when I got my check in the mail. That would lead me to believe I didnt commit any type of fraud. Furthermore, I do have an idea of what might have happened but instead of giving me the information that I need to do something about it and potentially hold the person accountable American Express is allowing that person to get away with it. I would like an explanation as to why my account was closed. I would like the money that I was cost by having payments returned. I would like someone to take responsibility for the terrible experience my wife and I have had with American Express. I would like American Express to admit they made a mistake and admit they lied when telling me I would get a letter in the mail with an explanation. In short, I would like American Express to take responsibility for the time, money and headache this situation has caused myself and my wife.

Company response to consumer: Closed with explanation