Consumer complaint received 2025-11-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: AMERICAN EXPRESS COMPANY
State: AZ

Complaint narrative:
XX/XX/year> To Whom It May Concern : RE : American Express Account / CFPB Response I am writing in response to your letter regarding my complaint filed with the Consumer Financial Protection Bureau. After reviewing your reply, I find your explanations incomplete and unsatisfactory. 

You repeatedly state that my account is not eligible for the Financial Relief Program, yet you fail to provide any substantive reasoning for this determination. Simply restating that my account is not eligible at this time without outlining the specific criteria used, or how my situation fails to meet those criteria, is not an acceptable resolution. I requested clarification, not vague language. 

Furthermore, at the time of my initial outreach, my goal was to work with American Express to bring my account current and establish a manageable plan. I made reasonable attempts to communicate and resolve the matter, and your response avoids addressing the core issue : why a customer actively attempting to pay is denied assistance without explanation. 

Regarding the Annual Membership Fee, I am fully aware of the fee structure. My concern, which you did not address, is that I reached out in good faith due to financial hardship, seeking relief options. Waivers or adjustments under hardship circumstances are not unprecedented. Dismissing the request by quoting the Cardmember Agreement, without any evaluation of the hardship factors, shows little consideration for the situation I described.

As for the APR and spending limit explanations, they are irrelevant to the primary issue I raised. My complaint was not about how you set interest rates or the general purpose of membership fees, but about the lack of support or flexibility offered when a long-standing member requests assistance during a difficult period. 

Your letter states you value my Card Membership. Respectfully, your actions suggest otherwise. A valued customer is given clear, transparent reasoningnot generic statements that avoid responsibility or meaningful explanation. 

At this time, I am formally requesting : 1. A detailed written explanation of why my account was deemed ineligible for the Financial Relief Program, including the specific criteria used and how my account did not meet them.

2. A review of my account under hardship consideration, conducted by a supervisor or department with the authority to make adjustments.

3. Clarification regarding any options still available to bring the account into a manageable status. 

If American Express is unable or unwilling to provide clear reasoning or meaningful assistance, I will be escalating this matter further through the Consumer Financial Protection Bureau and any other appropriate channels. 

I have been a responsible and loyal customer, and I expect transparency and fairness in return. I look forward to a timely and thorough response. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief