Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5299257
Complaint Overview
Complaint ID: 5299257
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
State: New York
ZIP Code: 10022
Date Received: 2022-03-08T12:00:00-05:00
Date Sent to Company: 2022-03-08T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX, I spoke with XXXX from customer service who indicated that my yearly membership fee would not be charged again until XXXX of XXXX. Shortly thereafter, on XX/XX/XXXX, I was charged a renewal fee. On XX/XX/XXXX, I complained about the fee to customer service representative XXXX. She reassured me that if I downgraded my card that my previously earned/received promotions would not be impacted. The connection towards the end of the call was faulty and she was very hard to understand. A few days later I received an email from customer service which was contrary to what XXXX informed me. The email informed me that I was being penalized for downgrading my card. Multiple additional calls were made to customer service, wherein supervisors agreed that I was not being treated properly, that I was mis-informed and that I would receive a resolution by the end of XXXX. On XX/XX/XXXX I contacted AMEX CEO XXXX XXXX by emailing him at XXXX On XX/XX/XXXX XXXX XXXX responded to my e-mail that I will have someone in my office look into this. American Express Executive Customer Care representative XXXX XXXX contacted me and stated that I would receive a response by XX/XX/XXXX. On XX/XX/XXXX I emailed XXXX XXXX to inform him that XXXX XXXX XXXX XXXX missed his deadline and that he was not taking the investigation seriously. On XX/XX/XXXX, XXXX XXXX informed me that he concluded his investigation and without a rational justification that he was not ruling in my favor. He was disrespectful, uninformed and unprepared. Upon information and belief he did not listen to all of the relevant calls and he made an adverse, unreasonable and unjust decision in retaliation against my complaint about the way he was handling the matter CEO XXXX. He refused my request to transfer the investigation to a disinterested and competent employee. I subsequently emailed AMEX and XXXX XXXX the following on XX/XX/XXXX : Can you please have a disinterested executive representative review XXXX XXXX American Express Executive Customer Cares call from today XX/XX/XXXX starting at XXXX P.M. He was disrespectful, unprofessional and clearly was upset that Ive complained on him on multiple occasions. It should be noted that I requested during the beginning of todays call, because it was clear that XXXX XXXX was getting nasty, for another representative to please assist. XXXX XXXX refused to allow me to deal with another representative. I do not believe that I was treated properly and I am disappointed with how AMEX has handled this situation. He did not conduct a fair and through investigation and was upset that I complained about his failure to communicate and do what he promised. I would like the call with XXXX XXXX reviewed. He is abusing his position as an executive. The call started on XX/XX/XXXX at XXXX pm EST. I believe a review of this call will indicate concerns with XXXX XXXX approach with customers, I would be surprised if amex supports customer abuse by executive reps. I am also requesting closure of all of my accounts before the next billing cycle starts. I feel that in the interest of avoiding future victims of representatives conveying false and material information that it is necessary for CFPD to conduct an investigation.
Frequently Asked Questions
What is Complaint #5299257 about?
Complaint #5299257 was filed against American Express Company regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2022-03-08T12:00:00-05:00.
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 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.