Credit card -- Closing your account -- Complaint #17800261
Complaint Overview
Complaint ID: 17800261
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Company closed your account
State: New Jersey
ZIP Code: 07039
Date Received: 2025-11-21T12:00:00-05:00
Date Sent to Company: 2025-11-21T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hereby I will report American Express closed my credit card without prior notification, no notification after account closure, no notification about consumer 's leftover rewards after account closure, and set obstacles for consumers to use them. A. Close my credit card ( XXXX and XXXX ) without prior notification and no notification after account closure On XX/XX/year>, I was trying to login to my Amex credit card online account and found out my cards was cancelled. I immediately called Amex and found out two accounts were closed due to inactivity. I asked how come I don't received any written notice about this before and after accounts closure. The answer is they sent an email and I couldn't find any. Under my Amex account communication preference, " paper '' has always been my preference. All my statements, term change notices from Amex are sent though US mail and I have received them without any problem. I asked customer service, why this information is through email only, but didn't get any answer. Please also notice there is NO notification after both account closure, either email or mail. This clearly showed that Amex has not take due diligence steps to properly notify consumers prior and after account closure and failed to comply with related federal regulations regarding consumer rights. XXXX Amex gave no notification about my leftover rewards ( XXXX reward points ) after closing account, gave no notification about reward has to be used in 90 days otherwise forfeited and set obstacles for me to use them. On XX/XX/year>, after I was confirmed from Amex customer service about account closure, I asked about my leftover rewards and was transferred to a different team. I asked why there is no notification after my card closure and reward point program and there is no answer. However, customer service pointed out I only have 90 days to use them and helped me to order about {$1300.00} to redeem my rewards. I was told they would be mailed in 10 days. On XX/XX/year>, I called Amex again because I have received nothing from Amex and was promised to get the gift card in another 10 days. Later that day Amex customer service called me, telling me I won't be receiving {$1300.00} gift cards, due to my reward status, I can only receive XXXX gift cards. I was furious about this and Amex customer service was not sure about this either and created case number XXXX to communicate their own back end team. I was promised to get response within 10 business days. And as usual, I don't hear from them again. Amex failed to communication reward dollar information to consumers which has a time limit, clearly with the intention that the consumers would forfeit them. After consumers find out this information, Amex used different schemes to further set obstacles for customers to redeem their reward dollars, and find ways to lower reward dollars.
Frequently Asked Questions
What is Complaint #17800261 about?
Complaint #17800261 was filed against American Express Company regarding Credit card specifically about Closing your account. It was received by the CFPB on 2025-11-21T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with monetary relief". 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.