Consumer complaint received 2022-11-10
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
American Express has been giving me the run around, lying about who I am speaking too, has not given any customer service to help mend the problems I have had that has drastically impeded my business. I reached out to the executive team to be met with a false promise to correct the issues no phone call directly from them and still more of the same. Silence. 

I would tell my story to the customer service rep only to be transferred around and around and around and around around. Even then, nobody knew why I was calling so I would have to start from scratch. 

My American Express limit was drastically reduced during Covid for no reason. I pay my bills on time, in excellent standing since 2001. They needed paperwork I could not get too due to covid in which case they lowered my limit which hurt my business credit needs. 
I called many times and to no avail. Just given run around. I then appealed claim in XXXX which they said would be addressed within 10-14 days which they have not done anything with. I sent in all information, bank statements tax returns and no contact. They did not even know where the paperwork was. Then they said they found the paperwork but I needed to submit it again so it is more current. This also took me time and finance to pay my controller to get all that together. 

I would try and use my card and spent literally 4 hours a day trying to get the fraud flags off my card. Which meant every time I charged my card it would be declined. Declined, declined. I called and asked to speak to supervisors they would pretend to be a supervisor and then when I asked for their name and title they said they were not supervisor level. They have given me the run around about two major issues with no direct resolve. I emailed the head of fraud and credit and that was left on deaf ears. 

They have critically hurt my business, I have taken tremendous painstaking time to resolve issues to no avail. I have had to cancel meetings to handle these issues to no avail. 

Lenders aren't required to notify cardholders regarding credit limit decreases unless the reason for the decrease was based on adverse information on a credit report. They had zero reason to decrease limit and did it during a time we were on lockdown. 

They lied, gave me the run around, have put me through the ringer both financially and through my time devoted to resolving this issue. I want my credit limit reinstated, I want to have better service and interest fees waived as well as membership fees. 

I find it interesting how credit card companies want to hear back from you when they need payment ( in general ) but when we have serious issues that impede our business they do nothing but give the run around. 

Please help me as I have tried for the last 9 months to straighten this out. There is no accountability and then to make matters worse I spent 20+ hours trying to use my card charge by charge just last week that is not including the many many hours upon hours spent trying to get someone to listen. American Express should be ashamed of themselves and their claim of being customer service oriented. 

Thank you in advance,

Company response to consumer: Closed with explanation