Consumer complaint received 2026-05-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: IL

Complaint narrative:
Hi, Me : I would like to reinstate the card that I closed. I have reached out to XXXX and they stated that will assist in me getting my account back... Until then. I would like the card to remain open XXXX XXXX Amex : A Customer Care Professional will be with you shortly. Me : Furthermore I reached out to the XXXX XXXX number and email that was provided to me prior in the chat and both the email and phone number are inactive Amex : XXXX XXXX! My name is XXXX and I'll be assisting you with your request to reinstate your card. I see that you have multiple card accounts under your profile- XXXX I please have the last XXXX digits of the card we're looking into? XXXX Thank you. I'm really sorry, once the card has been cancelled, it can no longer be reinstated. Amex allows reinstatements within XXXX days provided the account was in good standing A Customer XXXX XXXX will be with you shortly. Me : My account was in good standing Amex : XXXX, XXXX. You are connected with XXXX. I'll help you today. Let me get through your previous chat, so I can assist you accordingly. Me : I voluntarily closed my account ending in XXXX yesterday I would like to reinstate it as per Amex XXXX Amex : I understand you want to reinstate the Blue Business Cash ( TM ) ( XXXX ). Let me just check the account. Upon checking, the card has been cancelled. Once the card is cancelled, it can not be reactivated. I suggest you to apply for new card here https : //www.americanexpress.com/en-us/business/credit-cards/blue-business-cash/ Me : Why can't it be reinstated Can I ask for a the Account Reinstatement Department or a supervisor Amex : I understand why XXXX want to have the account reinstated. Once an account is voluntarily closed and fully cancelled, it is considered permanently closed in our system and it can not be reopened or reinstated. This is part of standard policy, as the original account credentials and credit line are no longer active once closure is completed. The good news is that youre still welcome to apply for a new account, and it will be reviewed based on your current profile. Me : The card was closed voluntarily less than XXXX hours ago and I want to reverse the request I would kindly XXXX to ask for the Reinstatement Department or a supervisor I understand XXXX like to reverse the closure, especially since the request was made recently. Amex : Even if the account was voluntarily closed within the last XXXX hours, once the closure has been fully processed, the account becomes permanently closed in the system and can not be reopened or reinstated. I understand you'd like to speak with someone else, however, I want to assure you, we at American Express employ a consistent and thorough review process, and all colleagues, regardless of title or authority, operate with the same guidelines and uphold the same consistency in that review process. Me : understand that Amex Corporate Cards can not always be reinstated, but this is a Small Business Card within its XXXX voluntary window. Could you please transfer me to Credit Operations or a supervisor who has the tools to reverse a recent voluntary cancellation? '' Amex : Please let me connect you over to my supervisor. I'll provide a summary and they will be with you shortly, please stay connected. Due to high volume, a Customer Care Professional is unavailable to assist you at this time. Please try again later or call the number on the back of your XXXX. Thanks for patiently waiting XXXX. This is XXXX. One of the Supervisor from American Express. Just got to know the concern from last rep and also read above chat history to get an idea. It's about the account which can not be reinstated and has to be applied again. correct Me : From my understanding the amex blue business cash cardmember agreement formally list an account re-opening fee of {$25.00} Amex : Thanks for confirming the issue. Yes, only in case if the account is eligible for re instatement then this fee is applicable. Here the account is ineligible for re instatement completely. Me : Why is it ineligible? XXXX account was closed voluntarily yesterday and was in excellent standing, so it should clear your eligibility criteria immediately Amex : Certain accounts are not eligible for re instatement and once I click on instatement it says account can not be re instated and cardmember needs to apply a fresh. Me : I understand the automated button on your screen says I need to reapply. However, because this was an accidental voluntary closure less than XXXX hours ago, please submit a manual reinstatement request form directly to Credit Operations or Account Manager Support for an offline review Amex : There is no manual process to re instate. Me : There is Amex : If there was, we would have certainly done it by now instead of upsetting our cardmember further. Are we still connected? We haven't heard from you ; I will be navigating away from this chat for now. Please reconnect once you are available and we will be happy to assist you.

Company response to consumer: Closed with explanation