Consumer complaint received 2018-05-15
Company: AMERICAN EXPRESS COMPANY
State: CA
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:
I have a bunch of issues with American Express and this complain will include at least 4 different issues that I am having with my American Express accounts. I have 5 different accounts with American Express and recently I have been receiving terrible customer service and by terrible I mean customer service agents who are transferring me from one line to the other and giving me contradicting or even wrong information at times. They are friendly and trying to help but if they can't solve the customer issues then it's not good enough. 

1 ) First issue has to do with my amex premier rewards gold card ending in XXXX. I got this card XX/XX/XXXX and put over {$2000.00} in charges on it however I can only see the charges from XX/XX/XXXX and that's it. Everything before that is like it never happened. I contacted the customer service team about this numerous times and they keep promising to raise tickets to customer support and get back to me and nothing happens. Where are my transactions from the day I got the card? 

2 ) Second issue is that I submitted a request to move negative balance of around {$10.00} from my premier rewards gold card ending in XXXX to my XXXX card ending in XXXX on XX/XX/XXXX. I was told it typically happens within 72 hours. I call today to ask about the status and the agent told me that I just submitted the request yesterday and I need to wait. I told her I am sure it was a week ago and she said she doesn't see that on the system. 

3 ) Third issue I tried to allocate available credit from my XXXX ending in XXXX card to my XXXX XXXX everyday card ending in XXXX and it just won't go through even though I have the credit available. I want to transfer {$200.00} from XXXX to XXXX XXXX XXXX. Customer service told me they can do that over the phone and still couldn't do it even though they asked for my annual income and other information! 

4 ) When I opened my Everyday card ending in XXXX in XX/XX/XXXX I didn't receive a points welcome offer instead I received an offer to get a higher credit limit after using and making on time payments on the card for the next 5 or 6 months and if I never received a credit increase on that card during that period ( which I didn't ). Attached is a screenshot of the email that I received that confirmed the same information on the original Offer Terms that I agreed upon while applying for the card. It's been over 7 months since I got the card and I never received that promised increase and Its obvious that this is an automatic increase that should happen on its own without me going through the hassle of manually requesting it. 

I like American Express and I have 5 different credit accounts with them as well as savings account and ran a lot of charges across all of my accounts in the last months. So I would like those issues resolved in a timely manner because having different issues across different accounts with the same issuer is not optimal.

Company response to consumer: Closed with explanation