Consumer complaint received 2026-02-22 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: NY

Complaint narrative:
I have been an American Express customer since XXXX and upgraded to XXXX XXXX XXXX in XX/XX/XXXX after repeated upgrade offers. My account was on autopay and paid in full monthly, including charges for American Express XXXX. 

My most recent statement was issued XX/XX/XXXX. 

On XX/XX/XXXX, I received an email reminding me to add my American Express card to my digital wallet. 

On XX/XX/XXXX, I received my monthly XXXX monitoring results. 

On XX/XX/XXXX, I received an email stating that my American Express XXXX subscription had been canceled. 

After receiving that XXXX cancellation, I logged into my American Express account and saw that my credit card account was closed. I then called American Express on the evening of XX/XX/XXXX. During that call, I was told for the first time that my credit card account had allegedly been closed on XX/XX/XXXX, due to minimal activity and my XXXX  score. 

Only AFTER that phone call did I log into the American Express website and discover a cancellation letter buried in secure messages dated XX/XX/XXXX, which had been posted on XX/XX/XXXX. I received no email notification that a secure message had been posted and no letter by mail. 

On XX/XX/XXXX, I also received promotional offers for my American Express card. 

Before I was ever informed by phone that my account had been closed : Autopay processed normally I received XXXX monitoring results I received promotional card offers These communications occurred around and after the alleged XX/XX/XXXX closure date and demonstrate inconsistent system behavior. If the account was truly closed on XX/XX/XXXX, I should not have continued receiving account-related monitoring and promotional communications. 

This was an automated shutdown without a timely customer notice. 

The closure reduced my available credit and caused direct financial harm. I relied on this account to maintain credit stability while relocating, and my XXXX score decline was due to credit changes related to the relocation. I also paid monthly for American Expresss own XXXX  service specifically to support my credit. Despite this, the account was closed without warning. The sudden loss of this credit line now affects my ability to meet existing obligations, including paying my attorney. 


I am not disputing American Expresss right to review accounts. I am disputing the lack of timely notice, the fact that I had to discover the cancellation letter myself after calling, continued servicing after closure, and the financial harm caused by an automated decision without meaningful customer warning. 

I am requesting : 1. Review for reinstatement of my account with restoration of my prior credit limit, given that the account was current, paid in full, and actively subscribed to an American Express service at the time of closure 2. Written documentation of all closure communications and proof of delivery 3. Confirmation that this action was triggered by automated risk modeling 4. Correction or removal of negative credit reporting related to this closure 5. Written confirmation that no further negative reporting will occur 6. A formal written explanation of why I continued receiving account-related communications despite the alleged XX/XX/XXXX closure date

Company response to consumer: Closed with explanation