Consumer complaint received 2026-04-23 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: KS

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute the accuracy and completeness of your response dated XX/XX/2026 regarding the above-referenced complaints. First, I categorically deny your statement that I was informed via prior correspondence dated XX/XX/2026. As of today, I have not received any such communication. This raises serious concerns about the accuracy of your records and the integrity of your response. Second, your claim that the account was canceled per my request is misleading and unsupported. At no point did I voluntarily request cancellation under normal circumstances. The account closure occurred in the context of a financial review for which, to this day, I have not been provided a clear or substantiated reason. I formally request a written explanation detailing the specific cause of this financial review. Third, regarding Membership Rewards points : You state that I was given the opportunity to redeem my points and that I declined or failed to do so. This is incorrect. I made multiple documented attempts to redeem my points and was explicitly told by your representatives that redemption was not possible and that my points were forfeited. Your response claims : - I declined a transfer for redemption, and - A subsequent call was disconnected These statements are insufficient and do not constitute proof that I refused redemption. For full transparency, I request concrete evidence supporting your claim that I declined to redeem my rewards. General statements without documentation are not acceptable. Additionally, given the amount of time spent attempting to resolve this issue through repeated calls, failed transfers, and inconsistent information from your representatives, it is reasonable to conclude that American Express failed to provide a fair and functional opportunity for redemption. This pattern of conduct effectively resulted in the forfeiture of my earned rewards through no fault of my own. As a resolution, I am requesting : 1. A cash equivalent payment for the full value of my forfeited Membership Rewards points 2. A refund of the annual fee, as the account was closed prematurely during the membership term 3. A written explanation for the financial review and account closure 4. Documentation supporting your claim that I refused redemption of my rewards Furthermore, if American Express expects continued communication on this matter, I request written confirmation that any additional time spent resolving this issue will be reasonably compensated, given the excessive burden already placed on me. Lastly, I note the inconsistency in your position : you acknowledge that I made required payments and operated within my Pay Over Time limit, yet you fail to justify the financial review or subsequent account actions. This contradiction further underscores the lack of transparency and fairness in how my account was handled. If this matter is not resolved promptly and fairly, I am prepared to pursue further remedies available to me.

Company response to consumer: Closed with explanation