Consumer complaint received 2024-06-16 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: CA

Complaint narrative:
XXXX XXXX clearly confirmed that the root cause was due to AMEX 's own glitch, i.e unable to deduct points. However he still insisted that AMEX 's failure of points deduction is a fault of AMEX 's customers?! I am an ultra-extensive traveler with nearly XXXX XXXX points mostly earned by travels and have no intention of getting additional hotel points. 

XXXX XXXX keeps on active CHEATING which adds more evidence to our class action. His argument confirms that AMEX is a XXXX that does whatever it wants only by suspicion without evidence. And this XXXX implicates targets even it knows are innocent. 




Dear XXXX Serving Metropolitan New York, A response was received from XXXX XXXX again representing AMEX. Here for the THIRD time I am rejecting the fabricated accusation that I abused, misused, or gaming of XXXX XXXX XXXX. Indeed XXXX XXXX clearly confirmed that the root cause was due to AMEX 's own glitch, unable to deduct points from the hotel program, that resulted in those *unearned rewards* retained in XXXX 's XXXX account. Let me quote XXXX XXXX 's response on XX/XX/XXXX. " ... Once your Points are transferred to your XXXX XXXX account, we no longer have control over your Points ... '' " Once your Points are transferred to your XXXX XXXX account, we no longer have control over your Points ''. 

We customers do not need to contact XXXX for any assistance, but strongly urge AMEX to get in touch with XXXX to get help on resolving points deduction issues! Here is XXXX XXXX 's logic- AMEX XXXX failure of points deduction becomes a fault of AMEX 's customers?! I have no intention of getting additional hotel points because I am an ultra-extensive traveler with nearly XXXX XXXX points in both XXXX and XXXX accounts mostly earned through travel. 

I have one question and one fact for AMEX. Both were previously stated quite a few times but never got answered or commented. Here we urge AMEX to give us a direct response for both. 

XXXX. A very simple question for AMEX : If AMEX does not have such a glitch of points deduction issue, will *unearned rewards* retained in my account happen? Will I be regarded as abuse or gaming? 

XXXX. I am an ultra-extensive traveller who spends the majority time away from my home. Indeed booking and canceling reservations is my travel strategy. Usually hotels will not charge me anything upon booking reservations but only at checkout. However, some luxury resorts require deposits in advance for each reservation. I must book quite a few different dates that might fit with our schedules. When plans get clear I have to cancel or rebook reservations. Since there are millions of points in my accounts, I am not even aware of points adjustment from time to time. Indeed the response on XX/XX/XXXX was the first time I was notified by AMEX about this retained points issue. Now since being clearly advised, I will absolutely NOT use AMEX cards to book such resorts anymore. I have no intention of gaming for points and already apologize for the inconvenience for AMEX. 


Also XXXX XXXX claimed in this response that although they only suspect XXXX of my credit card XXXX ( I already rejected such accusation above ), they closed all my accounts and forfeited all the points associated with those accounts. Who gives AMEX such power to implicate everything else they even know are innocent?! Is such scenario for public listed in XXXX in XXXX? I only XXXX such happened for XXXX operations in XXXX!

Company response to consumer: Closed with explanation