Consumer complaint received 2025-12-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
Hello. In XXXX  XXXX, I got my corporate statement and saw that I was charged for 2 membership fees, so I call American Express and inquired as to why. They said because you have an additional card. I said I've never ordered or rec 'd an additional card. They researched and said ok we will cxl the additional card that you never ordered or rec 'd and we will credit your account for that membership fee. They said they contacted the fraud dept and saw no charges, so they would cancel it. After about 35 minutes, they came back and said someone mistakenly also cancelled the main card as well the additional card. I said, I am still using my card without any problems. They said okay. About a week later I went to use my original card and it said it was cxld. I called AMX and asked what was happening. Keep in mind, this is incredible amount of wait times for someone to answer the phone, and most calls seem to be directed to customer service agents in other countries, possibly XXXX. I spoke with a man named XXXX ( spelling? ) ADDITIONALLY, I was now also VERY concerned, because I had a {$1400.00} credit on my account as well as XXXX miles that were now completely deleted/missing because of the inadvertent card cancellation. He spent time with me and I was on hold again for inordinate amounts of time, and he said we will turn over to fraud dept. He said it would be a couple day before getting resolved. He called me back about a week later. We spoke twice ( XXXX  ), and I have a saved message as well from him on my phone XX/XX/year> saying we have raised the ticket and tech is working on reinstating account and that he would call me back, which should have been XXXX XXXX. He never called me back. I have spoken with at least 5 different people since then over the past 2 weeks. All have said, yes, we're escalating it and we really don't understand what's happening. Finally I was able to speak with someone located in the XXXX ( other calls out of the country ) and he researched all calls made and background on it and saw that XXXX? was involved and would email me. He was able to get my credit balance of over {$1400.00} returned to me but couldn't let me know when the card would be reinstated or when I would get my miles back which were also erasedXXXX I also called again and spoke with them last week, approx. XX/XX/XXXX, spoke with a woman after on hold for over 30 mnts., and she was based in XXXX XXXX AZ XXXX She went through everything and saw the man XXXX  ( I believe based in XXXX, in the trail of info. I said he hasn't called me back in 2 weeks ; why are we waiting for him to call me back? We need to get other people involved. She said she would turn it over to her supervisors, and everyone in the XXXX, Az office would be aware and that someone would get back to me, which I've heard over a dozen times. That was the beginning of last week and no one has called and my XXXX miles are still missing, I have no corp credit card for over a month. I've been a customer for 43 years and I am having a problem running my corporate business without having to put everything on my personal cards. I have nothing left that I can think to do to alleviate the stress that this is causing due to AMX lack of customer support regarding this serious issue. I have spent an inordinate amount of time, hours upon hours of holding on many different days for about four weeks trying to resolve this through traditional support methods, and it has become beyond difficult, stressful, and illegal in my opinion to have subjected an AMX customer to all of the issues that have occurred here due to no fault of mine whatsoever. I would be so grateful if someone from AMX would contact me to resolve this ongoing issue that actually would be able to resolve it rather than to force a consumer to experience something like this. Thank you. XXXX XXXX

Company response to consumer: Closed with non-monetary relief