Consumer complaint received 2023-05-03
Company: AMERICAN EXPRESS COMPANY
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I applied for an AmEx credit card for an airline/mileage card. I was told I needed to verify my last name due to legal last name change because I got married in XX/XX/XXXX & my credit report reflects my maiden name of XXXX still. I updated my last name w/ social security admin office in XXXX/before getting my XXXX XXXXcense- I provided AmEx a marriage certificate and copy of XXXX drivers license. My XXXX license has my updated legal last name of XXXX and XXXX address of XXXX XXXX XXXX XXXX. AmEx said these documents were not acceptable to verify my last name. I explained I do not have a utility bill as no city services ( well/septic ) and power bill in husbands name. I don't have a cell phone bill because my husband also pays for that. I have not updated my bank account last name due to I work for the bank/same therefore its difficult to go in person to do such things ( and XXXX wont accept a fax/email to update last name- I tried ; even though I work for XXXX and HR system has my name updated they still want me to take my license in person ; its a hassle and I can not afford to take time off work nor do I have a branch location that is close to where I live that I can go on lunch to do it )- I asked for an AmEx supervisor on Monday XX/XX/XXXX after being read a script/not being listened to, and was hung up on- called back and went through all the same things and finally got to speak with a supervisor on Monday XX/XX/XXXX ( apx 11 min call at XXXX EST ). The supervisor promised a paystub would work to verify my last name. I provided not only a paystub that reflects my last name as XXXX, but also a verification of employment document. I was told someone would follow up- No one followed up, no email ( I've had to call every few days to check status ). I was then told while the paystub verifies my name, it cant be accepted because it doesn't have my XXXX address AND that its not a valid document. Supervisor spoken with on XX/XX/XXXX said in some scenarios they could accept a paystub, but not in my scenario. I explained my job is based in XXXX/I have an XXXX address for work ; lots of people have multiple addresses/houses. No one ever said I needed to verify my address, only my last name. The supervisor on XXXX said my credit report verifies my XXXX   address but the documents Ive provided still are not enough for them to proceed with my application. With all documents provided, its clear XXXX is the same person. The SSN # matches, I've provided documents that verify name change. I've offered a copy of deed to XXXX house, homeowners or car insurance bill that would show XXXX w/ XXXX address and have been told those documents are not valid and they can not verify my last name/Address. This seems unacceptable and ridiculous that a marriage cert, license, verification of employment and paystub ( + other docs Ive offered to provide ) are not enough to verify my legal last name/identity. I've talked with multiple people, two supervisors today on XX/XX/XXXX and they advised no exceptions, they cant combine documents or use documents provided/offered. I asked to speak to another manager and was denied and told Id have to write to their executive office or contact an attorney.

Company response to consumer: Closed with explanation