Consumer complaint received 2025-06-13 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: CA

Complaint narrative:
* * NOTICE * * This is our second attempt with this claim, as American Express told CFPB in the first claim ( claim no. XXXX ) " This complaint lists someone the company does not recognize as their customer or their customers authorized representative '', due to my asking my son to support me, seeing I am an elderly woman. 


Second Claim Complaint Description for CFPB American Express Account Mismanagement I am filing this complaint regarding serious misconduct and mishandling of my American Express account ending in XXXX ( Account No. xxxx xxxx xxxx XXXX ), which was ultimately cancelled by American Express after they received and accepted a valid Power of Attorney authorizing me to manage the account and request a full accounting of the ledger.

Over the course of this relationship, I have sent multiple payments to American Express totaling over $ XXXX. These payments were sent in good faith and by certified mail. American Express accepted these payments but failed to : Reflect them on my account statements, Apply them toward the account balance, Return the funds to me.

As mentioned in the attachments, American Express never reported ANY late or missing payments to the credit agencies, kept the account open, continued to accept my payments, and put a hold on my card, in which I was not able to use it. 
In addition, after conducting an audit, XXXX XXXX located and acknowledged a credit of {$62000.00}, which was never : Applied to the account, Issued back to me as a check or refund, or Properly accounted for in any ledger or reconciliation statement. 

After multiple written attempts to investigate the missing payments and unresolved credit, XXXX XXXX chose to cancel the account rather than provide transparency, reconcile the ledger, or return any portion of the funds. This cancellation appears to have been carried out by the XXXX XXXX XXXX and/or XXXX Department XXXX XXXX no adequate response or remedy provided. 

We have made multiple attempts to resolve this matter by directly contacting the XXXX XXXX 's office and the XXXX XXXX XXXX XXXX, XXXX XXXX, both of which have failed to respond or take corrective action. 

Violations of Consumer Financial Laws Include : Truth in Lending Act ( TILA, XXXX XXXX. XXXX et seq. ) : Failure to provide accurate accounting of payments and credit balances ; lack of itemized statements. 

XXXX XXXX Billing Act ( XXXX XXXX. XXXX ) : Failure to investigate billing/payment errors after receiving written notice. 

Fair Credit Reporting Act ( XXXX XXXX. XXXX ) : Failure to report accurate payment and balance data to credit reporting agencies. 

Equal Credit Opportunity Act ( XXXX, XXXX XXXX. XXXX ) : Retaliatory cancellation of account without written explanation or fair review process. 

XXXX XXXX XXXX XXXX ( XXXX XXXX. XXXX ) : Engaging in unfair, deceptive, or abusive acts or practices ( XXXX ) by accepting payments without acknowledgment or refund.

Company response to consumer: Closed with explanation