Consumer complaint received 2023-08-24
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
Hello! 

I'm experiencing issues when requesting a credit limit increase on my American Express Cash Magnet card, and I will detail the situation herein. 

I am a newcomer to the United States and as such, I do not possess US documentation ( ITIN/SSN ). 

On XX/XX/XXXX of this year, I applied for the American Express Cash Magnet card. While filling out the application, rather than providing an SSN/ITIN, I checked the option Amex provides stating " I don't have US documentation as I am a newcomer ''. I was then redirected to the XXXX XXXX, a partnering company that retrieves my credit score from my home  country and relays it to American Express. 

On XX/XX/XXXX, after correctly filling out the application and submitting my score through the XXXX XXXX, I was approved for the credit card, and I accepted the offer on the same day. 

The card was initially approved with a credit limit of {$1000.00}, a figure that is modest by any measure. 

Since then, I have been using my credit card as usual, maintaining a monthly usage rate of around {$2000.00} or more. On the two occasions when I've had the opportunity to request a limit increase ( respecting the 3-month interval between requests ), both were denied. 

The first time, I requested an increase to {$2500.00} ; the second time, {$3000.00}. Even if approved, this would still be a modest limit for my usage, but I chose this amount based on recommendations from others. 

The point of contention is that on both occasions, I received an email detailing the reason for the declined limit increase, and both times it was because American Express could not retrieve my credit score from the credit bureaus. 

Now, I do not have an SSN/ITIN or any other US documentation , so naturally, they won't be able to retrieve my score. If American Express offers an option to accept newcomers without US documentation, they should also provide an option to resubmit the credit score via XXXX or use an internal credit score for limit increase requests. 

I believe the current system, as it stands, is disrespectful to XXXX  residing in the US. It is fundamentally ill-suited and does not operate as intended. Furthermore, I have never been late on a payment and have always settled my balance in full, consistently demonstrating responsible card usage. 

I kindly request a reconsideration of my limit increase application and a systemic adjustment for future requests. As the system currently functions, all foreigners requesting an increase will be denied, given they lack an SSN/ITIN, despite the fact that American Express chooses to accommodate us, as demonstrated in the initial application. 

In addition to the aforementioned issue, given my recent move to the US, I am not fluent in English. Therefore, my preferred means of contacting American Express has been through chat. However, each time I attempt to communicate via chat, I am redirected to telephone support that offers assistance only in English or XXXX. 

There should be alternative support options, such as ticketing systems or email, where more detailed cases like mine can be thoroughly addressed. Such a communication avenue would allow me to converse via email, eliminating the need for me to resort to the CFPB for assistance. 

Sincerely, XXXX XXXX XXXX.

Company response to consumer: Closed with non-monetary relief