Credit card -- Fees or interest -- Complaint #15481246
Complaint Overview
Complaint ID: 15481246
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
State: Illinois
ZIP Code: 606XX
Date Received: 2025-08-23T12:00:00-05:00
Date Sent to Company: 2025-08-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
To the American Express XXXX, I am writing to formally dispute the cancellation of my XXXX XXXX account and to request a refund of the associated annual fee. This action has become necessary due to American Express 's failure to process identity verication documents that were submitted within the stipulated timeframe, leading to an erroneous account closure. I understand cancellation XXXX not be rescinded, so demand a full refund of the annual fee paid. On XX/XX/XXXX, I received an email notication from American Express requiring me to submit identity verication documents within XXXX calendar days ( See Evidence XXXX section for detailed record ). I promptly complied with this request, providing the complete notarized document on XX/XX/XXXX. Records of the fax transmission and the content of the uploaded document, which fully met the specied requirements, are available for your review ( See Evidence XXXX section for detailed record ). Despite my timely submission, American Express issued a letter on XX/XX/XXXX, indicating the closure of my account on the grounds that the required document had not been received ( See Evidence XXXX for detailed record ). Subsequent discussions with the American Express fraud team initially echoed this claim ; however, during these conversations, American Express fraud team conrmed that they were able to locate the document within your fax system. Regrettably, I was informed that the decision to close the account was XXXX and irreversible. I have dedicated considerable time, involving at least XXXX phone calls and numerous hours, attempting to resolve this issue with American Express representatives. These efforts have unfortunately resulted in my being redirected repeatedly without a satisfactory resolution. Given the circumstances, where the account cancellation stemmed directly from an internal processing error on the part of American Express, I respectfully but firmly demand an immediate and full refund of my annual fee. I anticipate your prompt attention to this matter and a swift resolution.
Frequently Asked Questions
What is Complaint #15481246 about?
Complaint #15481246 was filed against American Express Company regarding Credit card specifically about Fees or interest. It was received by the CFPB on 2025-08-23T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.