Consumer complaint received 2025-12-02 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: AR

Complaint narrative:
I am an XXXX XXXX XXXX XXXX. I submitted multiple SCRA inquiries to American Express regarding my credit card accounts ending in XXXX, XXXX, XXXX, and XXXX. American Express issued three separate SCRA determinations under Dispute Reference Numbers XXXX, XXXX, and XXXX. These notices stated that I was not eligible for SCRA rate benefits because the accounts were opened while I was already in XXXX  status. I am not disputing the rate-eligibility decision. My complaint concerns repeated procedural failures, contradictory information, and mishandling across all three SCRA reviews.

For each SCRA request, American Express sent a secure message requesting my military orders. In each instance, shortly after the secure message was sent, the accounts in question were closed. Once closed, every attempt to open the secure message resulted in an error stating the account was closed. This prevented me from uploading the requested documentation or completing the SCRA process. 

Despite my inability to access the secure message, American Express proceeded with issuing all three SCRA determinations ( XXXX, XXXX, XXXX ) as though the review had been completed with my participation, even though I was locked out of the message and had no opportunity to respond. 

I repeatedly contacted customer support through chat to request assistance. Representatives gave inconsistent and contradictory information about the status of the SCRA reviews, whether the secure message could be reopened, whether the determinations were final, and whether I could submit my orders through an alternative method. No workable solution was provided. 

I was also dealing with a financial hardship during this period due to unexpected legal expenses incurred while assisting my son with a court matter. I attempted to enroll in the Financial Relief Program ( FRP ) and was told I was eligible, but that an immediate payment was required. I explained my hardship, but the focus remained on payment collection instead of addressing the SCRA review issues, the locked secure message, or the contradictory guidance.

Additionally, all four accounts were closed in such rapid succession that approximately XXXX Membership Rewards points were forfeited before I had the opportunity to redeem or transfer them. Customer service provided conflicting answers about whether these points were permanently lost or could be moved to my Rewards Checking account. 

I am requesting CFPB assistance because American Express : Closed accounts shortly after sending secure SCRA messages, blocking access. 
Issued three SCRA determinations ( XXXX, XXXX, XXXX ) despite my inability to respond. 
Failed to provide any alternative method for document submission. 
Provided contradictory explanations during multiple chat interactions. 
Mishandled my Financial Relief Program attempt. 
Forfeited XXXX Membership Rewards points without fair opportunity for redemption. 
Did not provide any clear, consistent path to resolution.

Company response to consumer: Closed with monetary relief