Consumer complaint received 2026-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I am filing this complaint as a follow-up to my previous CFPB complaint ( Ref No : XXXX, American Express Ref : XXXX XXXX regarding the forfeiture of approximately XXXX Membership Rewards points. American Express XXXX response to my initial complaint contains a critical factual error that I believe requires further review. The full sequence of events I cancelled my Business Gold Card ending in XXXX on XX/XX/XXXX, and transferred my Membership Rewards points to my first Rewards Checking account ending in XXXX. My first Rewards Checking account ending in XXXX was closed by American Express on XX/XX/XXXX. In XX/XX/XXXX, I opened a second American Express Checking account. After opening this account, I was able to successfully transfer my Membership Rewards points from the first closed checking account into my second checking account. This transfer was processed and approved by American Express XXXX own system. My approximately XXXX Membership Rewards points were then visible and accessible in my second checking account. In XX/XX/XXXX, when I attempted to link my new XXXX XXXX XXXX ending in XXXX to my second checking account, my points suddenly disappeared. American Express has never explained why this linking action caused the points to vanish. This is an additional issue that their response completely failed to address. American Express XXXX response ignores the second checking account entirely In their response, American Express stated that " bank statements do not show an active Membership Rewards points balance after the closure. '' This statement refers only to the Membership Rewards account and the first closed checking account. It completely ignores the existence of my second checking account, where the points were actively displayed and accessible. The reason the Membership Rewards account showed no balance is because all of my points had been transferred to and were showing in my second checking account. This is not evidence that the points were forfeited it is simply how the points were being tracked in their system. American Express XXXX own system allowed the transfer after the alleged forfeiture date If my points had truly been forfeited when my first checking account was closed on XX/XX/XXXX, American Express XXXX own system should not have allowed me to transfer those points to my second checking account afterward. The fact that this transfer was permitted and processed by their system directly contradicts their claim that the points were forfeited at that time. American Express XXXX backend records will confirm this transfer occurred. American Express admitted they failed to notify me In their written response, American Express stated : " we did not inform you about points forfeitures during that time. We apologize for any misunderstanding you may have experienced. '' Despite admitting this failure, they are still refusing to reinstate my points. It is unreasonable to enforce a forfeiture against a customer when the company has acknowledged in writing that it failed to provide proper notification.

Company response to consumer: Closed with explanation