Consumer complaint received 2025-11-10 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:
My name is XXXX XXXX, and I am submitting this complaint regarding American Express ( Amex ) for the improper handling and closure of my credit card accounts, which resulted in significant and unfair harm to my credit history. 
In XXXX, I became both a Gold Card Member and a Platinum Card Member with American Express. When I first opened these accounts, I linked my XXXX XXXX checking account for monthly payments. Initially, all payments were processed successfully without issue. 
However, months later, my payments began to return unexpectedly. 
When I contacted XXXX XXXX, they confirmed there were no issues with my account and that they did not see any attempted withdrawals from Amexs end. When I contacted Amex, I was told to verify my banking information. An Amex representative informed me that XXXX digit of my account number was incorrect, which didnt make sense because previous payments from that same account had gone through without any problem. I followed their instructions to update the number and was told the issue was resolved. 
The following day, I received a notification that the payment was returned again. When I called back, I was told to try submitting the payment again, but it continued to fail. I repeatedly reached out to both Amex and XXXX XXXX each blaming the other. XXXX XXXX continuously confirmed that my account was in good standing and that Amex should have been able to process the payment. 
Out of frustration and to avoid further issues, I opened a XX/XX/XXXX Bank account specifically to make my Amex payments, and those payments processed successfully. By XX/XX/XXXX, my total balance was approximately {$6000.00}, which I paid in full. However, during that billing cycle, there was an unauthorized {$5.00} charge on my XX/XX/XXXX account. This caused my Amex payment to return because the available balance was off by a few dollars. I corrected it immediately, added the {$5.00}, and repaid the full balance the same day. 
Despite this, Amex closed both my Gold and Platinum accounts for returned payments. I immediately explained that the original returned payments were the result of Amexs own employee error and processing issues, not my negligence. I also provided documentation, including the XX/XX/XXXX Bank unauthorized charge dispute and proof that the full payment was made. 
Even after submitting all this information, Amex refused to reopen my accounts. My payment history before this incident was flawless I had never missed or been late on a payment. I acted in good faith at all times and corrected every issue immediately upon notice. 
As a result of Amexs decision to close my accounts, my credit score dropped significantly, despite my responsible usage and payment history. I believe this closure was unjustified and based on Amexs own internal mistakes and misguidance from their representatives. 
I have attached : Proof of my XXXX XXXX account and previous successful payments to Amex. 
Correspondence showing my repeated efforts to resolve the issue and pay in full. 
I respectfully request that Amex : XXXX. Reopen my Gold and Platinum accounts with the same standing and {$0.00} balance they were closed with. 
XXXX. Remove any negative remarks or returned payment notations from my credit report connected to this issue. 
XXXX. Cease any additional hard inquiries or reapplication requirements, as this situation stems entirely from Amexs own errors, not from any delinquency on my part. 
This situation has caused unnecessary stress and long-term credit harm despite my consistent effort to maintain excellent payment history. I am asking the CFPB to assist in reviewing this matter and facilitating a fair resolution. 
Thank you for your time and consideration.

Company response to consumer: Closed with explanation