Consumer complaint received 2026-03-24 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: FL

Complaint narrative:
Product : Credit Card Company : American Express Issue : Account closed without authorization ; rewards confiscated Complaint : I am filing this complaint regarding the unauthorized closure of my American Express accounts and the improper forfeiture of approximately XXXX Membership Rewards points, which have significant monetary value. On XX/XX/year>, I contacted American Express regarding a billing dispute. During the call, I expressed dissatisfaction with the outcome and stated, in frustration, that I might consider closing my account if the issue was not resolved. At no time did I provide clear, affirmative authorization to close any account. I was not transferred to a closure department, did not confirm any request to close accounts, and did not specify which accounts ( if any ) should be closed. I ended the call without completing any closure process. Despite this, American Express proceeded to : Close multiple accounts without my authorization ; and Confiscate approximately XXXX Membership Rewards points, claiming they were forfeited. Key Issues : Lack of Authorization ( Unfair/Deceptive Practice UDAAP ) : American Express closed my accounts without clear, affirmative, and informed consent. A conditional or frustrated statement does not constitute authorization. This appears to be an unfair and/or deceptive act or practice under the Consumer Financial Protection Act. Failure to Provide Material Disclosures : I was not provided any disclosures regarding : The consequences of account closure ; The forfeiture of Membership Rewards points ; Any opportunity to redeem points prior to closure. This omission is materially misleading and deprived me of the ability to make an informed decision. Improper Forfeiture of Rewards ( Conversion of Value ) : The confiscation of XXXX pointswithout valid authorization of account closure and without opportunity to redeemconstitutes an unjust and disproportionate forfeiture of accumulated value. Lack of Procedural Safeguards : American Express failed to verify or confirm my intent before taking irreversible action. There was no written confirmation, no second-level verification, and no cooling-off opportunity. Attempts to Resolve : I contacted American Express immediately upon receiving notice that my accounts were closed and informed them that I did not authorize any closure. I requested reversal or restoration of my points. American Express stated it was too late and refused to reinstate the accounts or the points. Requested Resolution : I am requesting that American Express : Restore the full XXXX Membership Rewards points to my account ; Provide all call recordings, internal notes, and authorization logs supporting their claim that I authorized account closure ; Confirm that no adverse information has been reported to any credit bureau ; Review and correct their internal procedures to prevent unauthorized account closures. Additional Notes : This situation involves the loss of a substantial amount of rewards value and appears to result from either a misrepresentation of my statements or a failure in internal controls. I respectfully request that this matter be escalated for executive review and resolved promptly.

Company response to consumer: Closed with non-monetary relief