Amex Credit Card Complaint

Amex Credit card department,

Customer service / Customer relations New York

On - -, 2016, I called American Express asking them to downgrade my account to a no fee version. They told me that it is not possible but offered to open a new account. I was reluctant because I thought it would result in a hard inquiry on my report. The agent assured me twice that there will be no new hard inquiry on my report. Our call was recorded. Before I gave her my authorization, I double checked that there will be no hard pull and she confirmed. Today, on - -, 2016, I have checked my - credit report and found out that they placed a hard pull. This hard pull was obtained without my authorization. I asked them to remove it but they refused.