Consumer complaint received 2025-08-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: AMERICAN EXPRESS COMPANY
State: DE

Complaint narrative:
To : Consumer Financial Protection Bureau ( CFBP ) Date : XX/XX/XXXX Complaint Against : American Express National Bank / AMEX XXXX XXXX  Subject : Formal Complaint : Pattern of Wrongful Extended Warranty Denials, Lack of Notice, and Procedural Failures 1. Description of the ProblemI am filing a complaint against American Express and AMEX XXXX XXXX ( XXXX ) for the wrongful denial of two valid Extended Warranty claims. This demonstrates a systemic pattern of misconduct : applying benefits incorrectly, changing terms without legally required notice, and failing to provide written documentation for a claim denial. XXXX is evading its obligations and preventing me from exercising my appeal rights properly. 

2. Summary of Claims & Systemic Errors Claim # 1 ( XXXX Purchase ) : A claim was denied based on XXXX retroactively applying new policy language that contradicted theofficial, publicly disclosed termsfrom XXXX, all without any advance notice. 
Claim # 2 ( XXXX Purchase ) : A claim was first denied under the wrong insurance policy. Upon my appeal, XXXX upheld the denialverbally over the phone and refused to provide a formal denial letter, a serious procedural failure. 

XXXX. Detailed Facts for Claim # 2 ( XXXX Laptop ) The Procedural Failure Purchase & Defect : I purchased a laptop on XX/XX/XXXX, with myAmerican Express XXXX XXXX XXXX  ( ending in XXXX ). A screen defect ( pixel burn ) occurred on XX/XX/XXXX, and was repaired by XXXX on XX/XX/XXXX, for {$840.00}. 
Clear Coverage : The manufacturer 's 1-year warranty ended XX/XX/XXXX. Per the Amex Extended Warranty terms in effect at my time of purchase, I receivedone additional yearof coverage, lasting untilXXXX XXXX, XXXX. The repair occurred well within this period. 
Initial Error & Appeal : XXXX 's initial denial on XX/XX/XXXX, incorrectly cited the " Purchase Protection '' policy. I submitted a formal, written appeal on XX/XX/XXXX, detailing their error. 
Procedural Failure : Instead of a written response, an XXXX representative denied my appealverbally over the phone. Theyrefused to provide any formal documentation or a revised denial letter. This lack of a paper trail is a clear attempt to avoid accountability. 
Lack of Notice : Critically, I have never received any noticeof a change to the Extended Warranty benefit terms. My communication preferences have been set to receive all documents electronically since XXXX. 

4. Detailed Facts for Claim # 1 ( XXXX XXXX XXXX ) The Unilateral Change XX/XX/XXXX : I purchased an XXXX XXXX XXXX using myAmerican Express XXXX XXXX XXXX 
The Binding Terms : The official " Terms, Conditions & Disclosures '' for the American Express XXXX XXXX XXXX, as they were publicly available on American Express 's own website on the date of my purchase, XX/XX/XXXX, clearly stated the following under " Extended Warranty '' : '' We match the length of the original warranty if the original manufacturers warranty is less than one year, and we provide one additional year if the original manufacturers warranty is between one year and five years. " This language is immutable and verifiable. It has been preserved by the Internet Archive ( XXXX XXXX  ) and can be publicly accessed at the following URLs, which capture the exact application terms for my card on the relevant dates : [ URL 1 : Archived Amex Card Page ] XXXX XXXX XXXXXXXX : /XXXX XXXX [ URL 2 : Archived Cash Magnet Terms PDF ] XXXX XXXX XXXXXXXX : XXXX # offer-terms The Unnoticed Change & Denial : For my laptop with a 1-year manufacturer 's warranty, the above terms entitled me toone additional yearof coverage from Amex ( total 2 years ). XXXX later denied my claim based on new, undisclosed language that only " matched '' the 1-year warranty.I never received the legally required advance noticefor this detrimental change.

5. The Basis of My ComplaintAAC is attempting to use a " bait-and-switch '' tactic, promising one benefit at the point of sale and then applying hidden, less favorable terms at the point of claim.

Reliance on Official Terms : My claims must be adjudicated under the2018 Terms, not any subsequent versions that were never properly disclosed to me. 
Lack of Notice : The Cardmember Agreement requires advance notice for adverse changes. I received none, for either claim. 
Procedural Violation : The verbal denial of a written appeal is a severe breach of standard practice and good faith. 
Pattern of Conduct : These two denials demonstrate a pattern of denying valid claims by any means necessary, including misapplying policies, citing unpublished terms, and avoiding written decisions. 

6. Desired ResolutionI request that the CFPB require American Express and AMEX XXXX XXXX to : For Claim # 2 ( XXXX ) : Immediately reverse the denial and reimburse me {$840.00}. 
For Claim # 1 ( XXXX ) : Re-process the claim under the XXXX Terms and reimburse me the applicable amount for the repair, which was {$470.00}. 
For Both : Provide written confirmation of the approval and payment. 
Investigate : Inquire into XXXX 's practice of denying appeals verbally and its systemic failure to provide proper notice of material changes to card benefits. 

7. AttachmentsI have attached the following for your immediate review. Furthermore, I have provided the permanent, public URLs above to the historical terms to ensure American Express can not mislead you by referencing incorrect or updated documents. 
XXXX Initial Denial Letter for Claim # 2 ( XX/XX/XXXX ) My Formal Appeal Letter to XXXX for Claim # 2 ( XX/XX/XXXX ) XXXX  XXXX  Invoice for Claim # 2 ( {$840.00} ) XXXX Denial Letter for Claim # 1 ( XX/XX/XXXX ) XXXX XXXX Documentation for Claim # 1 ( {$470.00} ) Screenshot of my American Express XXXX XXXX XXXX from my online account A local copy of theXXXX " Terms, Conditions & Disclosures '' Documentfor the American Express XXXX XXXX XXXX, as downloaded during my application process. 
Screenshot of correct American Express XXXX XXXX XXXX on the website from XX/XX/XXXX Screenshot of my American Express XXXX XXXX XXXX from terms and conditions from XX/XX/XXXX Thank you for your assistance in rectifying these errors and ensuring American Express is held accountable for its unfair and deceptive practices.

Company response to consumer: Closed with explanation