Consumer complaint received 2023-10-23
Company: AMERICAN EXPRESS COMPANY
State: MA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I have been a customer of American Express since XXXX. I have several lines of credit open with them at this time and have historically paid my bill on time and generally an amount larger than what is due. 

Back in XXXX, I requested a companion card from them for my son who was going to be traveling. I made a formal request to turn off Sign and Travel at that time as I didn't want charges automatically being applied to that account and racking up unwanted interest. More recently, I requested a companion card for my other son. This apparently triggered a reversal of my Sign and Travel and ALL of my charges started going to that account and accumulating interest, not just those that were over {$100.00}. When I called American Express to rectify this, they told me that I would need to pay off the card in total to fix their mistake and stop interest from accruing on charges that should never have been going to that account. 

Fast forward to earlier this year when I began receiving extortive emails from American Express stating that " future charges may be declined '' along with a large sum that should be paid in order to avoid " possible disruption of my charging privileges ''. This went on for several months. We reduced our spending on the accounts in an attempt to remain in good standing and continued to make our payments on time and for amounts larger than the minimum due. 

Recently, I received emails from American Express stating that " after a recent review '' they decided to impose a pre-set spending limit on my account. Mind you, most of my current balance is due to them channeling charges to a product that is now charging me interest on charges that were not even eligible to be applied to Sign and Travel! They did the same on the other account that is mostly utilized by my spouse. Most of the charges that are on our American Express are recurring, monthly charges that have now caused us to incur late fees and the need to migrate these charges to other credit/debit cards. 

On Saturday, XX/XX/XXXX at XXXX EST I received an email from American Express indicating that " As a responsible lender, we're always monitoring our Card Members ' accounts ... '' and based on " what we know about your payment history, including payments made in relation to your current debt with American Express , as well as your credit scores and other credit bureau information , your account is being reviewed for a possible limit reduction '' Then the email indicated that if we made a payment in the amount of {$5900.00} by XX/XX/XXXX they would not take action on my account. 

There have been similar emails with similar extortive language in them and I have made large, lump sum payments to reduce what we owe American Express and they still persist in reducing my available credit. 

I am now receiving credit counseling emails from them and telling me that I might be eligible for " assistance '' if I can not make my payments. I have not missed a single payment!!! 

I phoned this morning to try and get resolution prior to filing this complaint and was told that a Supervisor was unavailable and I would receive a call back. So far no call back... 

As a consumer, I have used my American Express cards extensively in good standing with excellent payment history, my credit score is in the upper " Average '' range and I do not have any serious delinquency on my credit report. Prior to COVID, I was routinely charging $ XXXXmonth and paying it without any issues. Post COVID I reduced my spending and have been making a concerted effort to reduce what I owe to American Express specifically ( largely due to their error in how they handled thousands of dollars going to an account that is now charging me interest on charges that were less than XXXX XXXX/each and never should have been applied to that account ). All of this has made them even more aggressive in their attempts to collect on my accounts. 

I have additional documentation including dates, payment amounts, etc. that I am happy to share if it stops them from continuing these practices. 

These practices are extortive, harrassing, abusive and unnecessary. Someone needs to put them in check!

Company response to consumer: Closed with explanation