Consumer complaint received 2025-08-03 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:
On or around XX/XX/XXXX, a payment was made in error on my Amex XXXX credit card. My Amex XXXX credit card account was always paid on time as agreed, and further, I'd made many extra payments to Amex on the card ( more frequently than once per month ). 

Amex XXXX did not provide a same-day " cancel payment '' feature for the payment made in error. The payment made in error was for {$1000.00}, and was done by accident by an employee who then attempted to cancel the payment. Because there was no " cancel payment '' feature, she put a one-time " STOP '' payment on said payment. Again, the Amex account was ALWAYS paid on time, and many more payments than required were made after opening the card in/around XX/XX/XXXX. 

On XX/XX/XXXX, Amex XXXX called me - XXXX time- to inquire about the returned payment. I was on a Business call and could not answer the call, but because my assistant had told me what happened in error ( that she placed a stop payment due to not knowing how to cancel the payment made in error ) - I saw the incoming Amex call and immediately made a preemptive minimum payment early ( just to make sure the account was still in good standing ). The payment I made on XX/XX/XXXX was for {$1800.00}, and was not due until XX/XX/XXXX. 

Approximately XXXX minutes later, Amex XXXX issued an email stating that they cancelled my account. This was before I had any chance to call Amex to amend the error ( again, I was still on a business call ). 

I immediately called Amex once I was off business calls. On XX/XX/XXXX, I spoke to an Amex team member, and he stated that the account cancellation was done in error and was an automatic response on their end. But, he and his supervisor saw that I submitted a payment to them before they were able to close the account. He stated I would receive a new card in the mail and a new card number, and that I should submit documents to verify the account and make sure it was taken out of " financial review '' by a certain date ( later in XXXX ). I would be able to use the new card, he said, but needed to resubmit the documents by said date. On XX/XX/XXXX, I spoke to XXXX, a team member in Amex XXXX 's financial review team, and she confirmed that the documents were needed for review. However, she stated I wouldn't receive a new card in the mail until they received the docs- this was in contrast to what I had been told by the team member on XX/XX/XXXX. 

On XX/XX/XXXX, a supervisor at Amex called me. I re-explained the situation and stated that I did not know that there was any financial review in place of my account. Amex had never informed me of any review prior to the payment having a one-time " stop payment '' placed on or around XX/XX/XXXX. The supervisor was extremely rude, and directly contradicted his team member 's previous assertions. The supervisor stated that he did not care about what had happened, and that the automatic closure happening without Amex informing me of financial review was not their problem. He stated " I don't care what you do, the cancellation will stay. This account will not be reopened. '' This further contradicted everything his team members ( XXXX of which was a higher supervisor ) had previously stated to me on XX/XX/XXXX and XX/XX/XXXX. Further, Amex had emailed me and I possess, in writing, that the account will NOT be closed, but that " To avoid possible closure of the account ( XXXX ), it is critical that this information be completed correctly and returned to us within the deadline discussed by the American Express representative. '' Here, I have IN WRITING their assertion that the account WILL NOT be closed, as long as I provide the requested documents by later in XXXX, per their communication. Please see the attached emails from Amex XXXX and Amex XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX, I asserted to " XXXX '' that I had always upheld my agreements with Amex, and having chosen Amex as partner to do business, I deserved notice and reinstation of the account. As a consumer, I did my research when I wanted to apply for a new credit card. I chose Amex and upheld my contractual agreements with them - I always, 100 % of the time, paid on time, and made many extra payments to Amex to closely monitor my expenses as a businessperson. 

Further, due to upcoming home-buying and other business expenses, I would not have opened a credit card only to have it show as " closed '' a few months later. Opening the credit card - and placing a " hard inquiry '' on my credit- was a decision I made. I made the choice to partner with Amex and to completely uphold my agreements with them. 

I find it was negligence on Amex 's part to accept my end of contractual agreements- and to have me open the account, pay their annual fee and all other fees, and use the account while always paying on time- just for them to close it without warning or valid reason. When I opened the account, I already went through and cooperated with Amex 's income and funds verification. I would like to complain, officially, because they now claim they can cancel a card at any moment, and require another lengthy inquiry into my finances- which, I believe, is not in accordance with consumer protection. 

Further, a returned payment that was immediately remedied is not a valid reason for closure, and I feel discriminated against. I was not given ample warning or chance to remedy this error. And Amex communicated that I would receive a new card and would be able to use that and complete their financial review document request. 

As a women, I would like to complain that speaking to " XXXX '' - ID XXXX - was a terrible experience. Despite my best efforts to be reasonable and extremely polite, he was very condescending, and he refused to provide reason for closure of account. He also stated that " a review was already in place when the payment was returned, '' but I was never informed of any review, nor was I ever informed that XXXX payment returned would result in closure of account. 

XXXX was unable to provide any valid reason for the closure of the account. 

Thank you.

Company response to consumer: Closed with explanation