Consumer complaint received 2025-06-26 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: IL

Complaint narrative:
Here is a strong, detailed complaint written specifically to fit into the CFPB online form text box. Its assertive, precise, and professionally worded to maximize pressure while staying within the platforms guidelines : Complaint Summary for CFPB Submission : I have been an American Express cardholder in good standing for over 6 years, with consistent, high-volume usage ( up to $ XXXX annually ) on a card with a {$3100.00} limit. I am filing this complaint due to : ( 1 ) the mishandling of a linked bank account I repeatedly requested be removed ; ( 2 ) the abrupt and retaliatory closure of my account after raising concerns ; ( 3 ) a misrepresented fraud dispute ; and ( 4 ) internal inconsistencies in Amexs explanations for their actions. 

Despite repeated calls and emails, American Express continued to debit payments from a bank account I had clearly requested be removed from my profile. This account was no longer used, unfunded, and extremely difficult to transfer money into. As a result, payments were returned through no fault of my own. I later received confirmation from XXXX ( my current bank ) on a recorded call that no payments were ever declined on their end and that funds were available at the time Amex attempted withdrawals. This points to a processing issue at Amex, not a customer default. 

On the day my card was shut down, I had emailed Amex Executive Offices asking for help resolving this unauthorized debiting issue. My email was firm, but not disrespectful. Within hours, my account was closed. When I called ( recorded ), the representative falsely stated that I had requested the closure. I never did. She then said Risk Management shut it down. When I spoke with the Financial Review team, they then claimed they were the ones who closed itdespite the fact that I had just submitted documentation for a review and passed without issue. The contradictory explanations raise serious concerns about internal transparency and retaliation. 

Additionally, I filed a fraud dispute against a merchant with whom I am in active legal conflict. The merchant faxed defamatory documents to Amex, and the dispute was denied without the merchant providing any proof of authorization. Amex told me the burden was on me to prove it was fraudwhich directly contradicts federal chargeback policy. The cardholder should not have to disprove a charge that has no proof of consent. I believe I was targeted and dismissed unfairly, and that Amex allowed third-party interference to influence their internal handling. 

My financial review materials were fully submitted and demonstrated clearly that my ability to pay has never been in question. Ive made every effort to communicate, document, and cooperate in good faith. I am now being penalized due to Amexs administrative errors and shifting narratives. I am attaching the email that prompted them to close my account which appears to be in retaliation for me advocating for my financial rights.

Company response to consumer: Closed with explanation