Consumer complaint received 2018-09-04
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Credit card or prepaid 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 an American Express Customer since XX/XX/XXXX according to their records. I have a very good credit rating and have paid Amex religiously on time every month. I took a trip to visit family taking my Amex which I always do when traveling. On the 2nd day away I received a call from the Amex Account Review Dept. I was told that my account was under financial review and if I did not complete a form allowing Amex to obtain my tax records from the IRS, my account would be canceled. I was in complete shock. I tried over and over to find out why, what I did wrong, and to ask if there was another means of verifying income rather than completing this form. I was told no. I told them I felt allowing access to tax records was extremely invasive. The representative said there was no other option and that the reason I was " under review '' was " proprietary ''. I asked to speak with a supervisor and was told the exact same thing. I was distraught. I also suspected fraud because the Company I knew would never do this. I was reassured after I got off the telephone by others that I was being scammed and Amex would never do something like this. I called back using the number on my card and was rerouted back to the financial review dept. The same discussion ensued. I was distraught. I was given until XX/XX/XXXX to send the form in, but when I tried to use my card to buy my son a birthday present while on my trip, it was declined. Amex apparently suspended my charging ability immediately without informing me even though they said I had until the XX/XX/XXXX. I felt I was in a bad dream and cried. The rest of my trip was ruined. A day or so later I tried to use my Amex Membership Rewards. I had earned & accumulated over XXXX points. But by then I thought this Amex company was capable of anything. I tried to redeem my points and was able to do so until they blocked that as well. I just could not believe it. When I arrived back home from my trip on XX/XX/XXXX, I received a call from the Amex Fraud Unit. He said they blocked the rewards purchase because they wanted to make sure it was me. I do not believe this was the basis considering the other insanity but he unblocked it, I told the representative what happened with the Account Review Dept. and he transferred me to them again only to have a repeat of my previous discussions. The only addition was that I told the representative that I was being treated like a criminal and I wanted to know why. She wouldn't tell me directly but confirmed my suspicion that I might have been singled out in retaliation for another oerson 's account. This is what I explained to Amex and this is my suspicion regarding why they are abusing me : My mother is XXXX years old in a nursing home and was an Amex customer. As her XXXX progressed, she started making purchases she could not remember she had. My sister and I took the card to keep her from making further purchases. I requested authorization from Amex to pay my mother 's card out of her funds NOT mine. Her account was on autopay. As she had to apply for benefits for her care, her account spending was monitored. I revealed to the nursing home that she had an approximately {$1500.00} Amex bill that needed to be paid ( only the minimum due was being paid ), I was hold I could not pay that for her out of her account because that money was for her medical care and nursing home. I then called Amex to let them know that my mother was out of funds. They said ok but commenced calling my house repeatedly to speak with her even when I told them she does not live with me NOR do I have financial responsibility for her account. My contact information was used only because she has no household address nor is she mentally competent to handle financial matters or anything at all, The agent hinted my suspicion could be correct but quickly said she could not discuss my mother 's account with me because I DO NOT have financial responsibility for it. Additionally, I pulled out a copy of my 1040 and read my adjusted gross income to her which was higher than the number Amex said I previously reported to them. I offered several times to give them a redacted copy of my 1040 but I was refused and was told they would only accept my completing the IRS form giving them access to my records. If they are trying to confirm I am not financially responsible for my mother it's easy to prove. I file taxes as a single person, If they want to confirm my adjusted gross income on my 1040, I can prove that. I just know it is unethical, inappropriate, invasive, and abusive to ask for access to my IRS tax records ... ..especially with no apparent legitimate reason. What was my crime?????? 

I called the Amex corporate office on Friday, XX/XX/XXXX and was given an email address to the Chairman 's office. My thinking there was surely no way he would want a loyal customer to be treated in this manner. I have received no response from this to date.

Company response to consumer: Closed with explanation