Credit card or prepaid card -- Closing your account -- Complaint #7392188
Complaint Overview
Complaint ID: 7392188
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Can't close your account
State: New York
ZIP Code: 10011
Date Received: 2023-08-12T12:00:00-05:00
Date Sent to Company: 2023-08-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am writing to file a complaint against American Express for unfair and deceptive practices related to account cancellation and points forfeiture. I have been trying to cancel my American Express card ( Account Ending XXXX ) since XX/XX/XXXX XXXX Despite multiple requests, American Express has been unable to provide me access to my card, claiming they need to ship it to me first before I can cancel. It has now been over a month and I still can not access my card to complete closure as they are advising. I have made numerous calls and complaints, but the issue persists. Additionally, their policy states that if I cancel my card, I will immediately forfeit all my accumulated rewards points, which have a cash value equivalent of approximately {$3600.00}. This seems like an unfair policy meant to punish customers who want to cancel their card. By making it exceedingly difficult to access my card and close my account, combined with threats of rewards forfeiture, American Express is deliberately trapping me in their service. This is deceptive conduct that takes advantage of consumers. I request that the CFPB compel American Express to close my account immediately without need for the physical card, and allow me to redeem my accumulated rewards points prior to closure as is reasonably expected. American Express should not be allowed to hold customers captive via unfair policies and practices. Please investigate my complaint against American Express and work to stop these deceptive business practices. I have included copies of my account statements and correspondence with American Express representatives documenting the cancellation issues and points policy. Thank you for your help resolving this complaint. Please let me know if you need any additional information. I look forward to your response.
Frequently Asked Questions
What is Complaint #7392188 about?
Complaint #7392188 was filed against American Express Company regarding Credit card or prepaid card specifically about Closing your account. It was received by the CFPB on 2023-08-12T12:00:00-05:00.
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.