Consumer complaint received 2024-04-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
This contact is from an intensive traveler who spent the majority of life away from home year around. So I have multiple travel credit cards by American Express ( AMEX ). I have been a loyal customer with AMEX for over 16 years. However, since last XXXX AMEX made quite a few big mistakes : Case XXXX happened on XX/XX/XXXX. My card XXXX had suffered a bizarre funds transfer of {$2500.00} to someone's account WITHOUT my request. It took XXXX more month to return this fund back to me on XX/XX/XXXX. Please refer to my document # XXXX which AMEX confirmed such a mistake by themselves. 

Case XXXX. happened on XX/XX/XXXX. An online chatting agent changed my card XXXX WITHOUT my request. I stated very clearly it should be my card XXXX but they did it wrong. Please refer to my document # XXXX for the chat history. 


I requested AMEX to investigate Case XXXX. why do such mistakes happen so often? However, to my surprise, only after a few days on XX/XX/XXXX, I got the notification that all my XXXX AMEX accounts were closed. 


XXXX reason* The reason given was " one or more of these accounts are not being used for the intended purpose ''. I contacted the executive office a few times. However, they refused to give me any more details but kept on using the same words. Please refer to my document # XXXX for the reply from the executive office. 

XXXX reason* Then I filed a complaint on XXXX, and more astonishing things happened. This time their tone changed to *directed abusive language toward our representatives ... " Please refer to my document # XXXX for the reply from AMEX to my XXXX complaint. I clearly rejected such accusations on XXXX and replied " Such a statement is blatantly false and reprehensible! Under any situation I did not say or write any kind of abusive, insulting or offensive language towards any agent at AMEX. Being that all calls, chats and other communications with AMEX were recorded, I hereby adamantly request proof of such abusive language that is being accused of, if any exists. '' XXXX reason* Two weeks later, I got a letter from AMEX. This time, as we can imagine, they changed tone again and even confirmed that *abusive language* was a false accusation. Here I quote " we provided you with incorrect information about the reason ( XXXX ) for the closure of your accounts. We apologize for any misunderstanding or inconvenience you may have experienced regarding this matter ... '' Then they pointed out the new reason is " due to abusive behavior. The terms and conditions of the Membership Rewards program ''. Please refer to my document # XXXX I feel AMEX is just making up things nonexistent and wasting my time. The real reason might be AMEX either confuses me with someone else who performed some wrongdoings, or chose to sacrifice the customer/me to shift the blame of their own mistake on both cases. I feel supportless at this point because AMEX did not want to listen or did not want to revise its own mistake. I am full of evidence showing my innocence. 




For example, in document # XXXX, the agent from the executive office wrote and I quote here " ... unable to locate the chat interaction referenced in your correspondence. '' Not only did I already include document # XXXX for the chat history, but also please refer to my document # XXXX a screenshot when logged into my account and click " chat '', it preserves all the previous chat history. Since this is a standard function and very easy for any customer to access chat history, how is it possible for the AMEX executive office to be unable to locate such information?!

Company response to consumer: Closed with non-monetary relief