If it's incompetence, it's not a deceptive product. Deceptive requires intent, which I do not see. It may be an unsatisfactory product, and cancellation is the best way to communicate that, but don't close before the account is 12 months old, simply set it aside.
Quote snipping is always great, but my point was that I don't believe it is is simply incompetence. If it was incompetence, I would expect AMEX to make things right - or indicate that they are, at the very least, interested in the possibility of doing so.