Credit card or prepaid card -- Fees or interest -- Complaint #5164039
Complaint Overview
Complaint ID: 5164039
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
State: New York
ZIP Code: 125XX
Date Received: 2022-01-29T12:00:00-05:00
Date Sent to Company: 2022-01-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
The vendor, American Express, assessed a {$250.00} membership renewal fee on XXXX XXXX, XXXX. Because I pay my card balance through automatic debit, the vendor received automatic payment for the charge on XX/XX/XXXX. I contacted customer service on XX/XX/XXXX to seek a refund of the membership fee and to cancel my card, as I no longer used it. ( I had been a member since XXXX. ) I used the " chat '' function on the vendor 's site and spoke with " XXXX. '' " XXXX '' informed me that he could not refund the membership fee because I requested it outside of the XXXX window for such requests. I informed him that my immediate family had suffered a XXXX XXXX XXXX XXXX XXXX after the holiday, and that I was unable to seek the refund during that time. I also told him that it seemed inequitable to refuse my request given that I requested the reversal 34 days after the assessment, and less than 21 days after paying it. XXXX informed me that if I terminated my card immediately, I would lose earned points that I had amassed. I therefore pended the termination so that I could use the points first. I did so, and promptly terminated the card on XX/XX/XXXX. I submitted the complaint through XXXX XXXX XXXX XXXX and directly to American Express. On XX/XX/XXXX, an American Express representative called me to inform me that the bank would not reverse the fee. I clarified with her that the membership agreement does not specify whether the XXXX requirement is based upon calendar or business days. She did not disagree with the ambiguity, but nevertheless persisted that Amex would not refund the fee. I would like the fee to be refunded. If Amex wishes to apply the XXXX requirement for a refund to reflect calendar days, it should clearly state that requirement in its cardholder agreement.
Frequently Asked Questions
What is Complaint #5164039 about?
Complaint #5164039 was filed against American Express Company regarding Credit card or prepaid card specifically about Fees or interest. It was received by the CFPB on 2022-01-29T12:00:00-05:00.
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 or prepaid 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.