Consumer complaint received 2026-04-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
Consumer Financial Protection Bureau Via CFPB Online Portal Re : Follow-Up Response to American Express Reply CFPB Complaint Reference : XXXX Amex XXXX XXXX : XXXX / XXXX Account Ending : XXXX Dear CFPB, I am writing in response to the formal reply received from American Express dated XX/XX/XXXX, XXXX which they state : " we did not identify any errors in how we handled your account. '' I respectfully and firmly dispute this conclusion. It is directly contradicted by admissions made by American Express representatives in documented chat transcripts, copies of which are attached to this correspondence. XXXX. American Express Has Already Admitted the Error on Record In a documented chat session, American Express representative XXXX explicitly identified the root cause of the XX/XX/XXXX fraud occurrence. She confirmed that when my card was replaced in XX/XX/XXXX following the initial fraud, the agent at that time failed to deselect the option that allows new card information to be automatically shared with merchants. This is what allowed XXXX to charge my supposedly cancelled card ending in XXXX in XX/XX/XXXX. XXXX 's exact words in the chat transcript : " the rep should have deselected the option of sharing the new card info with the merchant and that is why the new card info got shared even after the hard block. '' She further confirmed : " Although it was a human error but it has caused a lot of stress to you. '' This is an unambiguous, on-record admission of operational negligence by an American Express employee . The formal written response to this Bureau now contradicts that admission entirely. XXXX. The Pattern of Service Failure Was Extensive and Documented Following the XX/XX/XXXX fraud occurrence caused by American Express 's own human error, I engaged in a series of escalating chat interactions in an attempt to resolve this matter and seek appropriate acknowledgment. The experience was deeply inadequate : Representative XXXX, following an escalation request, asked me basic fraud screening questions ( " Have you ever done business with this merchant? Was the card in your possession? '' ) despite the full history of the case being visible in the chat above. This was inappropriate, re-traumatizing, and demonstrated that he had not reviewed the case history as requested. I was passed between at least XXXX representatives XXXX, XXXX, XXXX, and XXXX each requiring me to re-explain the same history, compounding the emotional distress caused by the original error. When I requested escalation to Executive Customer Relations, I was told no direct route existed, then redirected to a phone number, despite previous escalations having occurred successfully via chat. XXXX XXXX confirmed that attempts of over {$3200.00} in XXXX Eats charges were made against my old compromised card number charges that were declined only because the block had by then been placed. This confirms that the compromised card number remained an active fraud risk following the XX/XX/XXXX replacement, due to the original agent 's error. XXXX. The Personal and Emotional Impact Can not Be Dismissed I communicated clearly and consistently throughout these interactions that I have been dealing with significant personal trauma as a result of identity fraud. I disclosed that this experience had required therapeutic support. American Express 's human error directly re-triggered that trauma. Their formal response to this Bureau does not acknowledge this dimension at all, nor does it acknowledge the documented admission of error made by their own representative. XXXX. What I Am Requesting I am asking the CFPB to press American Express on the following specific requests, which were denied without adequate explanation in their XX/XX/XXXX response : XXXX. A formal written acknowledgment from American Express that the XX/XX/XXXX card replacement process contained a human error specifically, the failure to deselect the merchant card-sharing option which directly resulted in the XX/XX/XXXX fraud occurrence. XXXX. Appropriate compensation that reflects not only the financial disruption caused by repeated fraud exposure, but the time, emotional harm, and therapeutic cost resulting from American Express 's own operational failure. 3. A full review of this case by American Express 's Executive Customer Relations team not frontline customer service as I have been requesting throughout this process. I have attached screenshots of the relevant chat transcripts as evidence. I trust the CFPB will review these carefully alongside American Express 's formal denial. The contradiction between what their representative admitted on record and what their formal response now claims speaks for itself. I appreciate the Bureau 's time and advocacy in this matter. Sincerely, XXXX XXXX XXXX Note - I have requests a copy of all the transcripts relating to this matter as part of the California Privacy Rights Act of XXXX ( California Consumer Privacy Act or CCPA )

Company response to consumer: Closed with explanation