Consumer complaint received 2025-06-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: AMERICAN EXPRESS COMPANY
State: TX

Complaint narrative:
Dear American Express Management, I am writing to express my significant disappointment and frustration regarding several issues I've experienced with my account and a recent card application. As a loyal American Express cardholder since XXXX, I had expected a seamless and reliable experience, which unfortunately has not been the case.

I am distressed to report that your poor communication has negatively impacted my credit score, creating an extremely harassing situation. Despite my long-standing loyalty as a customer, when I applied for a new card, it was not delivered, proper communication was lacking, and now I am being reported to the collections department. I applied for this card to avail myself of advertised rewards and benefits, and I always intended to pay. However, I had no option in my mobile app to view or pay for this new card, and adding it to the app required the physical card, which I never received. Due to your poor customer handling, my credit score has been seriously affected.

I urge American Express management to address my complaint and resolve these issues. I request that my credit score be restored and that action be taken regarding this distressing experience. Your representatives mentioned that my card had been sent, but I want to inform you that I have an " informed delivery '' option active for USPS, and I did not see any American Express card listed in my informed delivery emails, contradicting your customer service 's claim that my mail was returned because I was unavailable. For your information, I was available at home at all times and still did not receive any Amex mail. I am concerned that these actions may have been intentional, aimed at preventing customers from using or receiving rewards.

Now that I have been placed with the collections department, I am receiving daily letters, emails, and calls. I question why you are now able to send all these letters, make all these calls, and send all these emails, when you failed to do so previously, despite my repeated requests for my card. My question to Amex management is this : please invest in better customer service instead of solely focusing on collection efforts. Excellent customer service can transform your business.

I am profoundly disappointed and harassed by your service, and I seek proper justice for this situation.

Unreceived Communications and Card Delivery Issues First and foremost, I am concerned about the lack of communication from your end. You've mentioned sending multiple emails regarding my account, including card delivery and billing statements, yet I have not received any of them. I have
thoroughly checked my inbox and found no such correspondence. Could you please verify the email addresses you've used and explain why these emails haven't reached me? I would also appreciate it if you could provide evidence of these alleged communications.

Furthermore, your letter stated that I could have added my bank details to my account upon activation of the card ending in XXXX. This raises a crucial question : How could I have activated a card I never received? It seems unreasonable to expect me to act on something I haven't had access to, especially given your acknowledgment that the card was returned to you.

Disappointing Delta SkyMiles Gold Credit Card Experience In XX/XX/XXXX, I was approved for the Delta SkyMiles Gold Credit Card, primarily attracted by the offer of XXXX SkyMiles points and the intention to use it for an upcoming international trip. Given my positive history with American Express since XXXX, I anticipated a straightforward process.

However, after a month and two delivery attempts, and despite multiple address verifications via both chat and phone with your team, the card was never delivered. Both times, I was home all day, yet the delivery was marked as unsuccessful with the reason " no one was home. '' This was extremely disappointing.

Following the second failed attempt, my efforts to resolve this with your customer service were met with unhelpful and seemingly indifferent responses. When I expressed my desire to cancel the card due to continued frustration, the response was a dismissive " Okay, let me cancel it, '' which left me feeling disregarded and unheard.

Lack of Accountability and Resolution Regarding the letters you attached, I'd like to understand if these are standard, pre-generated responses used for such claims, rather than specific communications tailored to my situation. I am deeply disappointed by the level of service I've received.

I've observed a concerning lack of knowledge and poor customer service from your employees, which needs immediate attention.

Post-Cancellation Issues and Further Frustration After closing my account, I received no communication from either American Express or Delta regarding my existing balance. I expected a letter or email outlining payment instructions, but nothing was provided. When I attempted to pay off the remaining balance after cancellation, the card was not visible in either my American Express or Delta app, making payment management impossible. While I could have used the temporary card number provided, your customer service also canceled it. The entire process has been unnecessarily frustrating.

A recent incident at a grocery store further highlights the inconsistency in your communication. My other American Express card was declined multiple times, and I later received an email stating it was blocked due to a missed payment. This raises a critical question : If American Express can promptly notify me about a blocked card due to a missed payment, why was I not informed about the failed delivery of my Delta SkyMiles Gold Credit Card or the status of my outstanding payment?

Impact and Expected Resolution This entire experience has caused significant mental and emotional distress. I have diligently tried to resolve these issues, but the poor service, lack of communication, and delays have negatively impacted my credit score and caused undue stress. I believe these issues are not my fault, yet I am left to deal with the consequences.

I sincerely hope you will take immediate action to address this situation and rectify the issues I've encountered. I look forward to your prompt response and a clear plan to resolve these ongoing concerns. 

Sincerely, XXXX XXXXXXXX

Company response to consumer: Closed with explanation