Consumer complaint received 2024-09-03 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:
Please let CFPB and me know clearly what does AMEX mean by " significant indications of misuse related to your Account ( s ) ''? How many points had been retained in my hotel accounts? This is particularly important as the amount can help us to understand why only *indications* without any solid evidence can lead to the conclusion that " do not intend to accommodate your request to refund any Membership Fees, or issue any other compensation, Points, or Rewards. '' So far we NEVER heard anything from AMEX about what is the amount of points of misuse, or if such a thing exists. Please do not hide away from this pivotal point. 

Meanwhile, we fully accept the surrender of this customer care agent XXXX XXXX, quoting " further engagement will be with our legal department, the XXXX XXXX XXXX, as no other customer service colleagues will be able to assist with your account ( s ). '' We officially filed this case on CFPB because we provide solid evidence that AMEX committed crimes towards its own customers, violating its own card agreement by cancelling service without warning and furthermore refusing to give back any portion of annual fees not in use due to cutshort of timing. We never expect such a low tier customer care agent to take such an important responsibility to speak on behalf of the legal team at AMEX. 

Moreover, this particular agent so far is ONLY repeating nonsense words over and over again after we clearly pointed out his own logical mistake : The response on XX/XX/XXXX did not contain any information about *account misuse and loyalty abuse were identified* but clearly confirmed that the root cause was due to AMEX 's own glitch, i.e. unable to deduct points. Quote : " ... Once your Points are transferred to your Hilton Honors account, we no longer have control over your Points ... '' " Once your Points are transferred to your XXXX XXXX account, we no longer have control over your Points ''. 

Note that it was only a glitch for AMEX 's system, other banks like XXXX do not have such issues. I use XXXX credit cards to book a lot of hotels and cancel some reservations as well. And XXXX never had any issue with me because XXXX always deduct points by the end of the credit card statement closing date. For example, in the document # 1 for the transaction history of the XXXX statement, there is a refund resulting in a deduction of XXXX Points highlighted on page 2. Then please refer to document # 2, the highlights on page 2 clearly shows that this amount of XXXX Points was deducted from my XXXX account. Such a comparison clearly approves the discrepancy is due to AMEX 's own mistake. 

Again, I was completely unaware of AMEX 's glitch of points deduction only until AMEX clearly advised me through the communication with agencies by XX/XX/XXXX. I was not gaming for points but booking and cancelling hotel reservations is an important part of my life as you can see that I travelled so intensively!! 

Right after I presented this evidence to reply to AMEX 's XX/XX/XXXX response, this agent XXXX XXXX used such a rogue strategy of repeating false claims again and again without providing any supporting documents. Please review the most recent XXXX replies from AMEX on XX/XX/XXXX XX/XX/year> XX/XX/XXXX and XX/XX/XXXX. All of them are the same style. 

It is crystal clear that AMEX noticed their own system glitch but simply ignored all the evidence that I presented. And they refuse to revise their mistakes to give me justice!

Company response to consumer: Closed with monetary relief