Consumer complaint received 2025-11-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY
State: VA

Complaint narrative:
On approximately Saturday, XX/XX/XXXX, I noticed in my American Express app that there was a notice that spoke about important information about my credit card. They stated that this sent this information out on either my XXXX or XXXX statement. In the statement, they stated the following : We are discontinuing the XXXX XXXX XXXX XXXX from American Express. As a result, your Card will be changed automatically on XX/XX/XXXX to the XXXX XXXX XXXX and we will be making changes to your American Express Card Member Agreement ( Agreement ) as referenced in this notice. We encourage you to read this notice, share it with Additional Card Members on your account, and file it for future reference.

You will receive your new Card within 30 days after your account is changed to the XXXX XXXX XXXX. You maycontinue to use your existing Card until your new Card arrives.

WHAT STAYS THE SAME There is no Annual Membership Fee for the XXXX XXXX XXXX. 
Your account number, payment terms and payment due date will remain the same.

Any additional Card Members on your account will automatically be transferred to your XXXX XXXX XXXX Account.

If you are enrolled in a payment program : Although you are receiving a new Card, please be advised that, depending on the type of program you are enrolled in, you might not be able to use your Card for purchases until you have successfully completed the payment program. Please refer to the detailed payment plan letter sent at the time you enrolled in the program for the full terms and conditions. You will continue to receive all of the benefits of the payment program for its duration as long as you comply with its terms and conditions.

If you are currently receiving relief under the Servicemembers Civil Relief Act, the Military Lending Act, and/or similar state laws : Please be advised that you will continue to receive relief as long as you continue to be eligible.

WHAT CHANGES You will no longer earn 1 point for each {$1.00} of eligible purchases made on your Card Account. You will also no longer be able to redeem XXXX XXXX points for statement credits, merchandise, gift cards, or statement credits for eligible travel purchases. Instead, you will earn Reward Dollars for eligible purchases on your XXXX XXXX XXXX. The number of reward dollars you will earn is based on a percentage of the dollar amount of your eligible purchases during each billing period. You will earn 1.5 % Reward Dollars on eligible purchases made on your Card Account. Reward Dollars can be redeemed for a statement credit with no minimum redemption amount. Redemption will be in the form of a statement credit of {$1.00} for every reward dollar redeemed. Partial reward dollar redemptions will receive an equivalent statement credit amount.

HOW YOUR CHANGE WORKS There is no action for you to take - your Card Account will be changed automatically on XX/XX/XXXX. 
You will receive your new Card within 30 days after your account is changed to the XXXX XXXX XXXX. 
You may continue to use your existing Card until your new Card arrives. Once you receive your new Card, follow the instructions provided to confirm you have received your new Card and destroy your old Card. You will continue to earn 1 point for each {$1.00} of eligible purchases made on your XXXX XXXX Credit Card until your account is changed to the XXXX XXXX XXXX. You can continue redeeming points for statement credits on eligible travel purchases, cash rewards in the form of statement credits, gift cards, or merchandise until your account is changed to the XXXX XXXX XXXX. If you have any remaining points after your account is changed to the XXXX XXXX XXXX, we will issue a {$1.00} statement credit for every XXXX points remaining on your XXXX XXXX Credit Card. Please call the number on the back of your Card if you do not see a statement credit on your account within 10-12 weeks of XX/XX/XXXX. 
Since your account number will stay the same, there is no need to update your Card information with any merchants who automatically bill to your Card. However, your XXXX XXXX XXXX will include a new security code and expiration date that must be used where requested for future purchases.

If you do not wish to receive the XXXX XXXX XXXX, you must reject this change by calling us at XXXX, or by calling us collect/International at XXXX, no later than XXXXXXXX XXXX Eastern Time on XX/XX/XXXX. 
If you do reject the change, your Card Account will be cancelled, you won't be able to use your account for new transactions, and any outstanding reward balance on your XXXX XXXX Credit Card will be issued as a {$1.00} statement credit for every XXXX points remaining on your XXXX XXXX Credit Card within 10-12 weeks of account cancellation.

After reading this, I did some research trying to find out about the card and realized that the new card is discontinued. They gave basic information but not enough to make an informed decision. I also did a deeper dive into the point redemption and noticed that if I do not redeem my points before the time stated above, I would be shortchanged approximately {$120.00}, as I only redeem my points for travel, which is at a better rate than the rate listed in the other new terms. I noticed that they have other travel cards that could have been given as a choice or a better cashback card with similar features. The similar card was not discontinued like the one they are trying to provide. Last, if I chose not to take their demand, this would negatively impact my credit score, increase my credit utilization ratio, and shorten the average age of my credit accounts. At this point, I decided to call the Customer Service number on the back of the card on Sunday, XX/XX/XXXX, at XXXXXXXX XXXX. I stated all of the problems above. To try to remedy the lack of information about the XXXX discontinued card, they sent me a link. I tried it after the call, and it was not working. Outside of that, nothing was done, and I was told that this line is recorded so they would hear my feedback. The only other piece of advice I was given was to redeem my points before the conversion, which I proceeded to do. I decided to write a letter that I wanted to send to them, explaining my issues and a reasonable outcome, but American Express does not have a customer service email address. I had to reach out to the chat function on my phone as it did not seem to be working on my computer. I had a chat conversation starting at XXXX XXXX on XX/XX/XXXX, where I was trying to obtain a way to send my official complaint letter. I ultimately put in the chat where the particular operator " XXXX '' was sending me messages to try to answer some of the benefit questions I had about the discontinued card, instead of sending me a document as I asked. There is nothing resolved even after I sent the letter, and this is not remotely satisfactory. I did state I would share this on social media, but decided to use the " CFPB '' instead. Below, I will share a brief portion of the letter to avoid sharing personal information : First, you are canceling the discontinued mileage card and only giving the option of a discontinued cashback credit card. This is not an apples to apples transition, which shows a lack of care to customers who chose cards specifically for those particular features. I chose this card and use this card only for the mileage rewards ; I have never used it for the cashback or gift card options. A possible viable option should have been any of your cards in the Travel section of your website, with no annual fee, which matches my current card.

Second, you only gave the option of a discounted cashback card, which means a few years from now, I could be in this situation yet again, which seems to show poor foresight. There is XXXX XXXX XXXX XXXX card that should have at least been chosen as a viable option, so your loyal and dedicated customers are not having to go through a similar situation when you decide to phase out the next card. 
Third, my current Mileage Rewards card offers a redemption rate of {$100.00} for every XXXX points. According to the notice, if points are not redeemed before the changeover, they will convert at a rate of XXXX points for {$100.00}. This effectively devalues my existing rewards by approximately {$120.00}, which I find unacceptable. 
Fourth, if I decline the XXXX card, my account will be closed. This would negatively impact my credit score, increase my credit utilization ratio, and shorten the average age of my credit accountsoutcomes that I should not be forced to incur due to decisions outside my control.

Additionally, the information provided about the XXXX card is insufficient. Aside from a brief description on my statement, no detailed documentation was included. When I contacted customer service, the link I was provided was not functional. It is unreasonable to expect customers to make an informed decision without full and transparent information.

Therefore, I am formally requesting complete details regarding the XXXX card so that I may determine whether it is an acceptable replacement. I also request the option to transition to another American Express card that is comparable to my current one. Applying for a different card outright is not an acceptable solution, as doing so would impact both my credit score and my average credit history.

I want to emphasize the level of my dissatisfaction with how this transition is being handled. These developments are causing me to seriously reconsider my relationship with American Express and whether it needs to continue.

Company response to consumer: Closed with explanation