Consumer complaint received 2026-03-11 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: NH

Complaint narrative:
I am requesting assistance regarding the closure of my American Express account and seeking a fair review of the decision based on circumstances surrounding a historical compliance misunderstanding from XXXX. Subject : Request for Reconsideration of Account Closure Dear American Express Executive Customer Relations Team, I am writing with respect to the recent notice informing me that my American Express account has been closed following an internal review. I fully understand that American Express must maintain strict compliance standards and risk controls, and I respect the responsibility the company has to protect the integrity of its financial systems. With that said, I am hopeful that you might allow me the opportunity to explain a situation from my past that may continue to cause confusion. In XXXX, I briefly left the XXXX XXXX XXXX XXXX to work with a longtime customer of mine who presented what I believed to be a legitimate startup opportunity. Unfortunately, I later learned that this individual, XXXX XXXX, had been involved in a fraudulent scheme that ultimately became the subject of enforcement actions. I had no knowledge of, involvement in, or participation in any of those activities. However, my name was referenced in a cease-and-desist letter related to the matter. When I became aware of the situation, I immediately cooperated with authorities and even met with the District Attorneys office in XXXX to assist in any way I could. I was never charged, investigated, or implicated in wrongdoing. After that experience, I returned immediately to the hospitality and gaming industry, where I continue to work today in a highly regulated environment that requires extensive licensing and background vetting. Today I serve as the Chief Operating Officer of XXXX XXXX XXXX XXXX XXXX and hold gaming licenses in multiple jurisdictions. My professional responsibilities require strict adherence to regulatory compliance standards, including anti-money-laundering controls and Title 31 obligations. Compliance and integrity are central to my work, and I take those responsibilities extremely seriously. Because of the circumstances surrounding the XXXX situation, I can understand how an automated or historical review might have caused my account to be flagged at that time. What I struggle to understand is how, after so many years of clean professional conduct and regulatory oversight, I have not been able to demonstrate my innocence and rebuild my relationship with American Express. I also want to emphasize that I am fully willing to cooperate with any additional compliance review that American Express may deem appropriate. If the closure was related to historical compliance flags, XXXX monitoring, or Title 31 concerns connected to the XXXX matter, I would welcome the opportunity to provide documentation or clarification so that the matter can be properly understood. My professional life is built around regulatory compliance within the gaming industry, which requires extensive licensing, background checks, and ongoing oversight. I remain in good standing within those regulatory frameworks, and I would be grateful for the opportunity to demonstrate that the circumstances from that time do not reflect my conduct or character. I also recognize that financial institutions must evaluate both regulatory compliance risk and reputational considerations when reviewing customer relationships. In my case, I believe the circumstances surrounding the XXXX matter may have created an appearance of association rather than any actual involvement. Since that time, my professional record has been repeatedly reviewed and approved by state gaming regulators and licensing authorities who conduct extensive background investigations as part of the licensing process. These regulatory bodies require strict adherence to anti-money-laundering standards and financial transparency, and I remain in good standing under those requirements. I hope that this continued regulatory vetting may help clarify that the situation from that time does not reflect my professional conduct or compliance history. I respectfully ask that you reconsider this decision and allow my account to be reviewed again. I would be more than willing to provide any documentation that may be helpful, including tax returns, employment verification, references, or any other materials that could assist in clarifying my background and professional standing. American Express has long been a brand I respect and value. My hope is simply for the opportunity to demonstrate that I have conducted myself with integrity and compliance throughout my career and that this unfortunate situation from years ago does not define my record or relationship with your company. Thank you for taking the time to review my request. I sincerely appreciate your consideration and hope for the opportunity to restore my relationship with American Express. Sincerely, XXXX XXXX XXXX Operating XXXX XXXX XXXX XXXX XXXX XXXX United States XXXX Veteran ( XXXX )

Company response to consumer: Closed with explanation