Consumer complaint received 2024-08-13 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:
After discussion with AMEX over multiple channels for 5 more months so far, it seems AMEX does not intend to reopen my credit card accounts. Right after I presented this evidence to reply to AMEX 's XX/XX/XXXX response, AMEX started to have this rogue strategy of repeating their false conclusion again and again without providing any supporting documents. 

If that is the case AMEX must refund me the annual fees # 1 that were taken because such a harsh stop of service was the sole action taken by AMEX. And I was not given any kind of warning. As AMEX was breaking its own agreement, the compensation for the annual fee already taken must be provided. Also there are other compensations : the value of points that were revoked by AMEX # 4, some undelivered benefits due to the card closure # 2 # 3 and my business loss due to such prolonged delay of 5 more months so far # 5. Here is the details below : 1. Annual fee for the 9 cancelled credit cards : a total of {$4000.00} XXXX XXXX XXXX XXXX : Annual Fee {$650.00} Hilton XXXX XXXX : Annual Fee {$550.00} Hilton Surpass XXXXXXXX : Annual Fee {$150.00} XXXXXXXX XXXX XXXX : Annual Fee {$650.00} XXXX XXXX XXXX : Annual Fee {$250.00} XXXX XXXX XXXX XXXXXXXX : Annual Fee {$690.00} XXXX XXXXXXXX : Annual Fee {$690.00} XXXX XXXX XXXXXXXX : Annual Fee {$690.00} Gold XXXX : Annual Fee {$320.00} XXXX {$4000.00} 2. Missing one Hilton free night certificate from Hilton XXXX XXXX worth {$550.00} The anniversary date of my Hilton XXXX XXXX is in XXXX. Upon card agreement, the cardholder will receive a Hilton free night certificate after the anniversary date. Every year I get this free night in early XXXX. Since my account was brutally closed in early XXXX, I never received the free Hilton night so far. 

3. XXXX XXXX XXXX miles. worth {$750.00} ( XXXX cents per point ) I upgraded my XXXX XXXX XXXX in late XXXX and was on the right track to meet the upgrade offer for XXXX bonus miles. Since my account was brutally closed in early XXXX, I never received the miles so far. 


4. Missing XXXX XXXX XXXX worth {$6000.00} ( XXXX cents per point ) Before XX/XX/XXXX5, my account had an amount of approximately XXXX points. And I only use my Hilton and XXXX credit cards for travel expenses extensively. So the remaining AMEX cards, Business Green Rewards XXXX Platinum XXXX Business Platinum XXXX Gold XXXX, have nothing to do with the closure account due to *retained points* issue. In all our previous communication with AMEX, those cards are clear from any issues. So those points are legitimately belonging to me Those 4 counts add up to $ XXXX $ XXXX $ XXXX $ XXXX {$11000.00}. And those above are the one time compensation of my business loss solely caused by AMEX.

5. Since there has already been 5 more months delay on the back and forth of this issue, an additional 50 % compensation due to the prolonged time of business loss. So the total amount we claimed is {$17000.00} If AMEX does not want to pay such an amount of compensation, alternately, AMEX can simply reopen those of my accounts. I previously proposed this easy and simple solution over and over again. 


Here below is a summary of what happened so far : I got the latest response from AMEX again on XX/XX/XXXX. It is another piece of meaningless reply as it contains no new information but repeating their false conclusion without providing any supporting documents. Please review the most recent 4 replies from AMEX on XX/XX/XXXX XX/XX/year> XX/XX/XXXX. All of them are the same style. 

Indeed AMEX 's response on XX/XX/XXXX is the only meaningful information that 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 XXXX 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 ''. I have included their XX/XX/XXXX response in the attachments as well. And you can find more information from this AMEX 's agent named XXXX XXXX. 

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 # XXXX for the transaction history of the XXXX statement, there is a refund resulting in a deduction of XXXX Points highlighted on page XXXX. Then please refer to document # XXXX, the highlights on page XXXX 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. 

Right after I presented this evidence to reply to AMEX 's XX/XX/XXXX response, they started to have this rogue strategy of repeating their false conclusion again and again without providing any supporting documents. 

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

Company response to consumer: Closed with explanation