Consumer complaint received 2025-12-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: AMERICAN EXPRESS COMPANY
State: CO

Complaint narrative:
I submitted a request to cancel my card with American Express on XX/XX/XXXX. I was told that the card was canceled. It is XX/XX/XXXX, and I've just learned that the card was never canceled and continued to accept charges. 

American Express has refused to remove the charges to that card, and to date I still don't have confirmation that the card was canceled and account closed. 

Below is the chat record. 

XX/XX/XXXX XXXX XXXX, please select XXXX of these options, or in a few words tell me what you need help with. 

will my annual fee go up in XXXX? 


A Customer Care XXXX will be with you shortly. 

Hello, I'm an amex blue cash preferred cardholder XXXX my annual fee go up during the next renewal period? 


Good day! My names is XXXX, a live representative. 

Am I chatting with XXXX XXXX? 

Yes, hi, XXXX XXXX! 



Hope all is well! 



Currently, we have no updates for any possible changes on your card 's membership fee. 



If there is any, we will certainly let you know via email, posted online & statement as well. 

Great, thanks Have a great day You're welcome - happy to help! 



We highly appreciate your time & card membership. 

Have a nice day! 

XX/XX/XXXX XXXX XXXX, please select XXXX of these options, or in a few words tell me what you need help with. 

my next bill is due XXXX ; will the rewards i just redeemed by credited to that bill? 


A Customer Care XXXX will be with you shortly. 



Hi, XXXX! This is XXXX. I can certainly help you with your rewards I am getting the details checked for you. Please stay connected. 

Hey, XXXX, thanks! 


sure thing\ I've checked and the statement credit will be reflected on your next bill which would be on your XXXX bill XXXX just checking in, are you still with me? 



Don't hesitate to chat with us again. Here in chat, our interaction is saved and you have the advantage to review thread of the past interaction for your reference. This will help you save time. 

XX/XX/XXXX XXXX XXXX, please select XXXX of these options, or in a few words tell me what you need help with. 

I'd like to cancel my card We value your membership and we're sorry to see you'd like to cancel your XXXX. 
Please confirm you'd like to cancel your Blue Cash Preferred ending XXXX Cancel my Card Please let us know the reason for cancelling the Card. 

the rewards are too low relative to the fees Please wait while we connect you to XXXX XXXX XXXX. 



A Customer Care XXXX will be with you shortly. 



Hello XXXX. You are now chatting with XXXX XXXX XXXX my name is XXXX. Thank you for taking time to discuss your blue cash preferred XXXX with us. It would be great if you can stay online during the conversation, so we can explore available options and assist you promptly. 



I am so sorry to hear that you wish to cancel the card XXXX, XXXX With the card, you have up to {$600.00} plus credit and cash back values you can get XXXX I know how much do you spend on charges like groceries, dining or daily usages in a month? 

Nope, you can please cancel my card XXXX on our conversation, I do have other options available that would better suit you. I would recommend you to change the card to blue cash everyday card at {$0.00} annual fee If this change of card helps and makes sense for you, XXXX more than happy to make this change to ensure you have the card that is best for you So I understand, I've asked twice to cancel my card, you have currently refused to cancel my card, and this is in writing Correct? 
Just cancel the card We are here to help and if you see we have just received you chat I would request you to stay connected while I quickly complete this request and share the confirmation. I will try not to take much of your valuable time. 



I'm completing your request to cancel your XXXX ( XXXX ) and all associated benefits. Please destroy the XXXX ( XXXX ). 
Any outstanding authorized charges will be billed to your account. We XXXX increase your APR if your payments are late or returned. Any pending or current Penalty APRs will still be in effect. You will continue to receive a monthly statement until there's no more activity on the account. Please note you need to immediately contact any merchants that bill you using this XXXX to stop the automatic billing. 



Cancelling your account will result in forfeiting all of your rewards. If you are a New York XXXX XXXX, you can redeem any earned rewards within 90 days of the date of this cancellation by calling the number on the back of your XXXX. 

XXXX New York XXXX XXXX means a Card Member with a New York billing address on this Card Account or another Card Account that shares this Rewards Account. 

Would you like to proceed with the XXXX XXXX? 



By cancelling today, you will not receive any credit for the membership fee of the card as membership fee is only refunded if XXXX is cancelled within 30 days from the date fee was charged Thanks, I've already made the final payment Proceed with cancellation The card has been successfully cancelled. The confirmation will be sent and delivered within XXXX hours in your registered email account. 

Thanks, have a great day Bye XXXX XXXX XXXX, please select XXXX of these options, or in a few words tell me what you need help with. 

Question about my balance A Customer XXXX XXXX will be with you shortly. 

An agent has now joined XXXX, XXXX! This is XXXX. How XXXX I help you with your balance? 

Hi, I see that a payment is due on XX/XX/XXXX, the payment is XXXX. I closed this credit card and made that payment on XX/XX/XXXX Why do i still see that charge outstanding? 


Thank you for that information. Let me check this. I'll get back to you in XXXX minutes. 

Thanks You're welcome. 



Thank you for staying online. Upon checking, I see that there were charges for {$14.00} on the XXXX of XXXX and {$9.00} on the XXXX of XXXX to XXXX. 

What date was this credit card closed? 
This should have been closed end of XXXX I have investigated your account here further, and it looks like the card is still active on our system. 

How am I still being charged? 
What?! 
I can literally see the chat logs showing that the card was canceled Are you able to read previous chat logs by scrolling up? 


I understand that you requested this to be cancelled on the XXXX of XX/XX/XXXX. 



I do apologize for this. I will definitely help you process your request here now, and you will receive an email confirmation within XXXX hours. 

So, I just sue Amex and report them to the CFPB? 
I think what I really need to do is XXXX Amex and report them to the CFPB I'm filing the complaint with the CFPB right now I understand your point here. I can escalate this to our backend team for feedback on the issue. 

Escalate away, I'm suing Amex and reporting them to the CFPB I respect your decision here. Let me go ahead and process to close your card here. 

I want these charges removed. 
What I need right now is an email from Amex, stating that the card has been canceled and the charged from XXXX have been removed I will be including the charges made on your card account on our escalation case, as the team XXXX be able to check what they can do with the transactions to XXXX. 

I need an email, now, from Amex confirming this Because I can't sit on chat, and I've now learned that I can't trust chat Let 's proceed with the cancellation process. 



I will be sending a disclosure so we can proceed. 

I have to leave in XXXX minutes, so hopefully this is quick I am completing your request to cancel your XXXX ( XXXX ) and all associated benefits. Please destroy the XXXX ( XXXX ). 

Any outstanding authorized charges will be billed to your account. We XXXX increase your APR if your payments are late or returned. Any pending or current Penalty APRs will still be in effect. You will continue to receive a monthly statement until there is no more activity on the account. Please note you need to immediately contact any XXXX that automatically bill you using this XXXX to stop the billing. 

Would you like to proceed with the XXXX XXXX? 

XXXX PM Once you agree, you will receive an email within XXXX hours. 

I want outstanding charges removed. 
XXXX PM

Company response to consumer: Closed with monetary relief