Consumer complaint received 2026-06-02 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: FL

Complaint narrative:
CFPB XXXX American Express Company : American Express Product : Credit card / Business credit card Issue : Problem with a purchase shown on statement / Account closure / Fraud or scam / Credit reporting concern Accounts involved : Ending in XXXX, XXXX, XXXX Related prior CFPB complaints : XXXX, XXXX, XXXX Complaint narrative I am filing this complaint against American Express regarding the closure of XXXX American Express accounts ending in XXXX XXXX XXXX, XXXX XXXX, XXXX the companys serious XXXX unsupported allegation that I did not exercise my dispute rights in good faith. On or about XX/XX/year>, American Express sent me a closure letter stating that it had decided XXXX close the above-referenced accounts. The letter states : After conducting an investigation of your claim ( XXXX ) of unauthorized use of your American Express account ( XXXX ), we believe the use was authorized XXXX that you were not exercising your dispute rights in good faith. I strongly dispute XXXX reject this characterization. I am a good-faith consumer XXXX small business owner who reported unauthorized activity XXXX requested proper investigations. American Express has now closed multiple accounts XXXX effectively accused me of abusing my dispute rights, without providing transaction-level evidence, merchant documentation, fraud analysis, device/IP data, shipping records, signatures, receipts, or any specific factual basis proving that I authorized the transactions or acted in bad faith. This closure did not occur in isolation. It occurred after multiple fraud/dispute complaints XXXX while a CFPB complaint was already pending regarding XXXX XXXX handling of unauthorized transaction disputes on the account ending in XXXX. In my active CFPB complaint filed on XX/XX/year>, I specifically alleged that American Express reversed provisional credits XXXX re-billed disputed charges without providing sufficient transaction-level evidence supporting its conclusion that the charges were authorized. XXXX XXXX own prior CFPB response confirms that fraud investigations existed. In its XX/XX/year> response, American Express stated that it issued a temporary credit of {$2100.00} XXXX that it was investigating my claim. It also stated that a fraud claim was opened on my XXXX XXXX XXXX Card ending in XXXX for {$2300.00}, and another fraud claim was opened for {$2100.00} involving XXXX on another American Express account. American Express also admitted in writing that it provided me with incorrect information about a fraud case set up on XX/XX/year>. Specifically, American Express wrote that after reviewing my interactions, it found that it had provided incorrect information about that fraud case XXXX apologized for the misunderstanding. This admission is important because it shows that XXXX XXXX own internal handling and communication regarding my fraud reports was inconsistent XXXX unreliable. Despite that, American Express now claims that I was not exercising my dispute rights in good faith. That conclusion is extremely damaging XXXX unsupported. If American Express believes each disputed transaction was authorized, it should provide the specific evidence for each transaction, including but not limited XXXX : * merchant responses; * receipts or signed documents ; * card-present or card-not-present indicators; * chip/tap/swipe/manual-entry data; * IP address XXXX device information ; * shipping and delivery records; * billing and shipping address match results; * fraud investigation notes; * call/chat records; * the exact basis for concluding that I personally authorized each charge ; * the exact basis for accusing me of not acting in good faith. American Express should not be allowed XXXX make a broad and damaging bad-faith accusation while withholding the factual basis for that accusation. I am also concerned that the account closures may be retaliatory or punitive because they occurred after I exercised my consumer protection rights, filed disputes, XXXX submitted CFPB complaints. I understand that American Express may claim it closed the accounts for risk reasons, but the timing XXXX wording of the closure letter are concerning. The closure was expressly tied XXXX my unauthorized-use claims, XXXX American Express had already been under CFPB review for its handling of those claims. Additionally, American Express recently charged or collected annual membership fees on accounts that it then closed. If American Express cancels the accounts shortly after collecting annual fees XXXX prevents me from receiving the benefits of those accounts for the membership year, then American Express should refund or prorate those annual fees. I am requesting that American Express : XXXX. Provide the complete factual basis for its statement that I did not exercise my dispute rights in good faith. XXXX. Provide transaction-by-transaction evidence supporting its conclusion that each disputed charge was authorized. XXXX. Provide all merchant documentation, fraud investigation notes, authorization records, device/IP/shipping data, XXXX internal records relied upon. XXXX. Correct or remove any balances that are based on unresolved or improperly investigated unauthorized transactions. XXXX. Confirm that it will not report me negatively XXXX consumer or business credit reporting agencies for amounts that are disputed or identity-theft/fraud-related. XXXX. Refund or prorate any annual membership fees recently charged on accounts that American Express cancelled. XXXX. Preserve all records, call recordings, chat transcripts, investigation notes, internal decision logs, XXXX account closure records. XXXX. Explain whether the account closures were connected XXXX my CFPB complaints, my fraud disputes, internal risk review, or any adverse action factor. XXXX. Reconsider the closure decision or, at minimum, remove any internal notation suggesting that I acted in bad faith unless American Express can substantiate that claim with clear evidence. I am not asking American Express XXXX simply accept my word without investigation. I am asking American Express XXXX support its serious accusation with evidence XXXX XXXX comply with fair, transparent, XXXX reasonable dispute investigation practices.

Company response to consumer: Closed with explanation