Consumer complaint received 2026-01-20 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: NC

Complaint narrative:
To Whom It May Concern, I am writing to formally file a legal and consumer protection complaint regarding the closure of my American Express accounts and the forfeiture of my accrued rewards and cash-back balances without adequate explanation or due process.

I have been an American Express customer for over 15 years and have maintained multiple accounts in good standing, including a Blue Cash card, a Gold Card, and a Platinum Card. Historically, rewards points and cash-back balances have become available for redemption shortly after each billing cycle. However, beginning more than three months prior to the account closure, I observed that my earned rewards remained in a pending status well beyond the normal posting timeframe, despite my continued card usage and the accumulation of additional rewards. If my accounts were ultimately deemed subject to closure, it is unclear why American Express did not take action at an earlier stage. Instead, I was allowed to continue using the cards, incurring additional spending and generating further transaction fees for American Express, while my previously earned rewards were withheld and ultimately forfeited. 

Subsequently, American Express closed my accounts and forfeited all pending rewards and cash-back balances without providing a clear, specific, or documented reason. No evidence of misconduct, fraud, or violation of cardmember agreements was communicated to me prior to or following the closure. 

I am particularly concerned by the broader context of this action. Numerous consumersmany of whom appear to be of XXXX backgroundhave publicly reported highly similar experiences involving delayed rewards posting, abrupt account closures, and forfeiture of earned rewards without individualized explanations. While I am not asserting discriminatory intent as fact, the apparent pattern raises serious concerns that warrant transparency and independent review. 

If American Express had legitimate concerns regarding my spending or payment behavior, it would have been reasonable and appropriate to address those concerns earlier, particularly given my long-standing customer relationship. The delayed action strongly suggests that the closures are unrelated to individual consumer behavior and may instead be linked to internal policy changes or external regulatory pressures. Such circumstances do not justify the confiscation of rewards that were already earned under the terms of the card agreements. 

Additionally, annual fees for the affected cards were not reimbursed. While I recognize that annual fees are separate from rewards balances, the failure to refund earned rewardsdespite fees having been paidfurther underscores the inequity of this outcome. 

I respectfully request the following : A written, specific explanation detailing the contractual basis for the forfeiture of my earned rewards and cash-back balances. 

Reinstatement or reimbursement of all forfeited rewards and cash-back amounts and annual fees. 

Confirmation that my accounts were not closed as part of a discriminatory or non-individualized enforcement action. 

I am currently in contact with media outlets regarding this matter and reserve all rights to pursue further remedies through regulatory agencies and legal channels if this issue is not resolved promptly and transparently. 

I expect a written response addressing the points above. 

Sincerely,

Company response to consumer: Closed with explanation