Consumer complaint received 2023-12-01
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
Dear American Express representatives, I am reaching out to express my complete dissatisfaction with the services provided by American Express and to address a grave issue concerning a Financial Review ( XXXX ) that has significantly impacted me. 

Initially, I made every attempt to resolve this issue through the means offered by American Express, but to no avail, for various reasons that will become clear as I explain my case. Before discussing the problem, I will summarize my current situation and the reasons that have compelled me to bring this matter directly to your attention. 

I am a XXXX XXXX  currently residing in the United States, having moved here over a year ago for professional and educational opportunities. After some time in the US, I decided to apply for a US credit card to avoid conversion fees and other charges associated with the XXXX XXXX cards I was using. 

I was delighted to discover that American Express was the first and only company to adopt the XXXXXXXX XXXX allowing me to use my credit report and score from XXXX XXXX to apply for a US card. As a XXXXXXXX XXXX  with no established credit, this was a significant factor in my decision to apply for an American Express XXXX XXXX card in XXXX of this year. My application ( reference XXXX ) was approved on XX/XX/XXXX, following the submission of additional documents to verify my XXXX XXXX 

Since then, my family and I have extensively used this card for most of our purchases, and it has been instrumental in building my credit in the US, which I now see as partially established. I am very grateful for this.

However, in the first few months, I encountered numerous issues with sudden blocks on my card, which required me to repeatedly verify my identity through XXXX. These blocks prevented me from using my credit card for several days or weeks, significantly affecting me. 

After some verifications and the approval of an ITIN ( Individual Taxpayer Identification Number ) by the IRS ( Internal Revenue Services ), these problems seemed to cease, and I continued using the card. 

The card initially came with a low credit limit of {$1000.00}. Consequently, I often used the entire limit, paid the bill, and repeated the cycle. On XX/XX/2023, I applied for a CLI ( Credit Limit Increase ), which was initially denied. Unable to understand the reason for the refusal, as I had a good credit history, never had a late or returned payment, and maintained an open relationship with American Express, I turned to the esteemed government agency CFPB on XX/XX/2023, a day after the denial. 

On XX/XX/2023, I received a response via the CFPB portal, and American Express manually reconsidered my request, approving a new credit limit of {$3000.00}. Pleased with the outcome, I planned to make American Express my primary bank. This decision also motivated me to contact you today. I deeply believe that American Express can review my case individually and assist me, as it has done before. 

Confident in making American Express my primary bank, I applied for a new credit card in XXXX, better suited to my needs at that stage of my life, offering financial benefits, no foreign transaction fees ( important as I still use services in XXXX, and my son lives there ), among other advantages. This card was approved on XX/XX/XXXX ( my first charge card type ) and since then, I have been using both credit cards. However, I noticed something unusual with the Gold Card ; higher-value purchases were often denied, and I was not familiar with the Check Spending Power tool . 

To complement all the banking services I use, I applied for the Amex Rewards Checking account, which was approved on XX/XX/XXXX. This would enable me to manage nearly 100 % of my financial transactions through Amex, maximizing the support benefits they offer, as I primarily use credit cards for transactions and the bank account for income receipts and card payments. 

This progression of product use demonstrates my desire to establish a trust-based, mutually beneficial relationship with American Express XXXX I have repeatedly visited notaries to confirm information ( though it was not necessary ), submitted numerous documents ( proof of residence, ITIN, income, etc. ), and always strived to keep my account in good standing. 

Having contextualized my current situation, I will now explain the MAIN PROBLEM that brings me here today. 

On XX/XX/XXXX, upon accessing the American Express app to check my account status, I encountered a red alert on both of my cards XXXX XXXX XXXX XXXX XXXX XXXX XXXX stating : Charging suspended. Please call XXXX if we havent already spoken with you.

Concerned, as I had never seen such an alert and had recently lost and then found my wallet, I feared possible unauthorized transactions. I promptly paid the full amount of my XXXX XXXX bill, as I always do and within the deadline. XXXX days prior, I had also paid the full bill of my XXXX XXXX. 

At XXXX PM ( New York time ), I called the mentioned number. Given the seriousness of the matter, I asked my son, who is more proficient in XXXX, to request an English-Portuguese interpreter to assist in resolving the issue. 

The attendant promptly included a Portuguese speaker, and we conducted a three-way call. I was informed that my account was selected for a Financial Review ( XXXX ) and that I needed to provide some information to unlock my account. After providing all the required information, I was told that ALL MY ACCOUNTS WOULD BE CLOSED on XX/XX/2023, as my reconsideration request would likely be denied because I am an immigrant. 

This was an utterly shocking and disheartening moment. I have always paid my bills on time and in full, never had a returned payment, never denied access to any document for account verification, and have always been proactive in maintaining my account in perfect condition. I have never filed for bankruptcy or delayed a credit card bill, have a good credit score, and have been working stably in a federal company for years.

This leads me to believe there may be an underlying prejudice against immigrants in the United States, particularly considering the following points : 1. I have always paid all my bills/statements on time ; 2. I have never partially paid a bill/statement, always paying in full ; 3. I have never delayed a payment date ; 4. I have never had a payment returned ; 5. I have never denied access to any document for account verification ; 6. I have always been proactive in maintaining my account in perfect condition ; 7. I have always subjected myself to any procedure, no matter how complicated, that American Express required to keep my account complete and up to date ; 8. I have never filed for bankruptcy or delayed a single credit card statement payment ; 9. My credit score is good, as is my history ; 10. I have been working with stability in a federal company for years.

What could have led my account to be selected for Financial Review, and more importantly, why did my Financial Review result in the CLOSURE OF ALL MY ACCOUNTS?

A brief internet search for similar stories suggests that it is a common practice for American Express to close consumer accounts and leave them helpless, which is extremely irresponsible.

This leads me to believe that all the help for newcomers is merely a facade campaign that brings some financial benefit or media attention to American Express, while the reality is that prejudice against immigrants prevails, as it has in many other crises faced by the US. Moreover, there seems to be an intention to seize the MR Points and rewards values I am entitled to.

Compounding this issue : 1. I am not fluent in XXXX, making it uncomfortable and challenging to communicate through normal channels. Most issues can not be resolved via chat and require phone calls, which is always problematic as I depend on others or feel utterly embarrassed trying to resolve these issues myself. 

2. American Express does not offer email or ticket support, which would significantly facilitate communication for foreigners and immigrants.

3. My work hours coincide with banking hours, making it nearly impossible to address these issues timely.

For these reasons, I am appealing to American Express to reconsider my Financial Review case and reactivate my accounts. The closure of my accounts would cause immeasurable damage, as I would need time to transition to another bank. My only other banking relationship is a simple credit card and account with XXXX, which, with all due respect to the bank, does not compare to the chat and app service offered by American Express. Additionally, I have MR Points with American Express ( which I am willing to forfeit if my account is reinstated, should American Express be concerned about these points ).

I earnestly request that American Express reconsider my request. The prospect of legal action or making this issue more public is not my preference, but I am prepared to consider these avenues if necessary to ensure fair treatment and the resolution of this matter.

I implore American Express to reconsider my case with the understanding and humanity you have shown in the past.

Furthermore, I would like to express my profound trust in the Consumer Financial Protection Bureau ( CFPB ) and other consumer protection agencies in the United States. I firmly believe in their ability to fairly address and resolve such issues in accordance with the law. Equally, I have faith in American Express to handle this matter appropriately, reflecting both the legal standards and the high level of customer service that I have come to associate with your company. I am confident that a fair resolution can be reached that is in accordance with the law and satisfactory to both parties involved.

Company response to consumer: Closed with explanation