Consumer complaint received 2025-06-14 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: TX

Complaint narrative:
[ Account Details Business Card : Account ending in XXXX Personal Card : Account ending in XXXX Blue Card : Account ending in XXXX ( XXXX balance when closed ) Personal Loan : {$32000.00} loan opened XX/XX/XXXX, paid in full XX/XX/XXXX ] [ Background and Customer History ] I have been an American Express customer since XXXX - over 26 years of loyalty. Throughout this entire period, I maintained an impeccable payment history with XXXX late payments until early XXXX. I most recently successfully paid off a {$32000.00} personal loan in XXXX years without a single late payment, demonstrating my commitment to honoring my financial obligations. 

[ Circumstances Leading to XXXX XXXX ] In XX/XX/XXXX, I was forced to withdraw my XXXX special needs daughter from daycare due to documented abuse. I filed both a police report and a report with the state regarding this incident. As her sole caretaker and parent, I had no choice but to keep her home while attempting to maintain my investment advisory practice. 

This situation severely impacted my ability to work normal business hours. I could only work sporadically - early mornings, brief periods throughout the day, and after my daughter went to sleep. Despite these challenging circumstances, I continued making all payments on time, including completely paying off my personal loan in XX/XX/XXXX. 

By XX/XX/XXXX, the financial strain of being a single parent to a special needs child while trying to maintain a business became unsustainable, and I was forced to close my practice and seek work that fit my current time constraints. After months of depleting my savings to care for my daughter and maintain our household, I reached a point in early XXXX where I had to prioritize basic necessities - housing, food, and utilities- over credit card payments. 

[ Documented Federal Hardship Status ] My financial hardship is not self-proclaimed but federally recognized : - IRS Status : In XX/XX/XXXX, the IRS declared XXXX debt " Currently Not Collectible '' ( CNC ) after reviewing my income and expenses - Government Benefits : I qualified for and received XXXX for my daughter and SNAP benefits in XX/XX/XXXX [ Proactive Communication and Attempted Resolution ] I proactively contacted American Express XXXX XXXX XXXX to explain my situation XXXX missing payments. I was transparent about my circumstances and my hardship. American Express initially enrolled me in a hardship program, which I accepted and tried to maintain. However, even the hardship payment amounts were beyond my financial capacity given my lack of income. 

Despite my federal hardship status, documented special circumstances, and XXXX years of perfect payment history, American Express refused to work with me on a realistic repayment plan that aligned with my current financial capacity. 

[ Unfair Actions by American Express ] 1. Account Closures Despite XXXX XXXX American Express closed all three accounts, including my Blue Card which had a XXXX balance. Closing an account with no outstanding debt appears punitive and unnecessarily damages my credit profile. 

2. Denial of Earned Benefits Based on XXXX American Express strictly enforced a policy denying access to Membership Rewards and FreedomPass points for XXXX XXXX residents with delinquent accounts. I originally opened all accounts as a New York resident and earned these benefits through decades of spending and timely payments. This policy appears discriminatory based on current residence rather than the circumstances under which benefits were earned. 

3. Lack of Reasonable Accommodation for Documented Hardship Despite federal recognition of my hardship status and documentation of extraordinary circumstances ( caring for an abused special needs child ), American Express refused to offer affordable repayment terms that aligned with my XXXX status and current financial capacity. 

[ Impact and Damages ] 1. Credit Damage : Account closures further harm my credit profile while I'm already in a vulnerable financial position 2. Loss of Earned Benefits : Forfeiture of rewards points earned through decades of loyal patronage 3. Financial Stress : Added pressure during an already difficult period caring for a special needs child 4. Relationship Termination : Loss of XXXX year banking relationship despite exemplary history [ Conclusion ] I am not seeking to avoid my obligations- I am seeking a reasonable accommodation for extraordinary circumstances while caring for a vulnerable special needs child. My XXXX perfect payment history, federal hardship recognition, and proactive communication demonstrate good faith. I believe American Express 's inflexible response fails to consider the totality of circumstances and unfairly penalizes a long-term customer facing documented hardship while prioritizing the care and safety of a special needs child. 

American Express 's actions appear to contradict principles of fair lending and reasonable accommodation for customers experiencing documented financial hardship, particularly those caring for vulnerable family members.

Company response to consumer: Closed with explanation