Consumer complaint received 2025-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
Dear CFPB, I am writing to formally lodge a serious complaint against American Express ( Amex ) for what I believe amounts to deceptive business practices, financial negligence, and potential violation of consumer protection laws that have caused me significant financial loss, emotional distress, and continued trauma. 

On XX/XX/year>, I contacted Amex to place a hard block on my card due to concerns around unauthorized or recurring charges. I was explicitly told by their representative : I can help you with a hard block which will cancel all the recurring subscriptions on your card after replacing your current card so that the card number will change. After that, I'll help you with the recent charge dispute. Shall I? 

I consented, and Amex subsequently confirmed : By adding this block on your previous card, we will begin declining all transactions on that card number effective immediately. Shall I proceed? 

Hard block is successfully applied on all previous cards. 

Despite these assurances, I never activated the replacement card, and yet, I began noticing transactions being posted against itincluding recurring charges that Amex assured me would be blocked. When I contacted Amex again to report this breach, I was met with a series of conflicting and evasive responses, including : " To stop the recurring charges, you can contact the merchant directly. '' " Your card was enrolled to send upgrades to merchant and hence it was possible to claim charges for recurring merchants on your existing or new card. '' " Pre-authorized charges can go through on a replaced card even if you haven't activated it. '' " All XXXX charges are showing as Keyed transactions. '' " Sometimes, charges get approved even without card activation for urgent transactions like groceries or cabs to avoid inconvenience. '' None of this was disclosed at the time I was told a hard block would effectively cancel " ALL '' transactions on previous cards. The term " hard block '' was used as a guarantee to stop all transactions and subscriptions. I relied on this representation and did not take further action, which resulted in continued unauthorized charges and financial damage. 

Key issues : 1. I never activated the new card.

2. I was assured recurring charges would stop after a hard block. 3. Transactions still occurred, including keyed charges, which imply manual entry I never performed.

4. Amex failed to honor its own processes, giving multiple contradictory justifications post-facto.

5. Their behavior shows a complete disregard for consumer trust, financial integrity, and emotional well-being.

The continuous change in narrative and refusal to take accountability not only led to monetary losses but also left me in a state of persistent anxiety and helplessness. I trusted Amexs word and their assurances, and instead, I was met with misleading half-truths, operational failures, and a lack of consumer protection. 

I respectfully urge your office to investigate this matter. If this has happened to me, it is likely affecting many other unsuspecting consumers who are being misled by false promises of security and card protection. This needs regulatory scrutiny and intervention to prevent further exploitation. 

I am happy to provide all supporting documentation including chat transcripts, account statements, and communication records with Amex. 

Thank you for your time and attention to this deeply distressing matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation