Consumer complaint received 2019-08-26
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Today I've received an email alert from American Express informing me that one of my American Express accounts credit limit has decreased. I've reached the customer service portal to further investigate the reason behind this as all of my AMEX accounts are in good standing. Upon speaking with one of the Representative, who is unhelpful and not to mention not able to answer any of my questions instead, he was reading off a " SCRIPT '' while trying to answering these questions. 

I then requested to speak with a Supervisor after my many attempts of trying to get to the root cause of WHY AMEX REDUCED MY CREDIT LINE LIMIT WHEN ALL OF MY ACCOUNTS WITH AMEX IS IN GOOD STANDING ( I NEVER CARRY A BALANCE ON THESE ACCOUNTS AND EVERYTHING IS PAID IN FULL AND ON TIME. ) Well, perhaps, the Supervisor is just as helpless as the Representative. One of the reasons that the Supervisor mentioned to me as to why AMEX decreased my credit line limit was due to their routine credit profile review on my profile. And recently, my score have dropped due to a few reasons, BUT this is RECENTLY! Recently, there seem to be a lot of new inquiries on my credit report and also my debt to income ratio to seem to be a bit high and due to those reasons, AMEX decided to take precautious by decreasing their " RISK '' of taking on a customer like myself. The Supervisor offered to proceed with TRYING TO HELP me by filing for reconsideration on my account so that I can get back my " {$1600.00} '' credit line limit that AMEX reduced to {$800.00} ''. During the filing process, the Supervisor asked me for my income info, then my asset info and so on. Right when I thought the process was finished, the Supervisor responded by saying, " I am going to send you an email  along with a list of documentation that you have to submit as proof '' in order for us to reconsider your credit line limit. You will have to provide us with either one of these proofs, indicating your income and asset balance, given what you provided over the phone is TRUE. '' Are you serious? Why would I go through the trouble by submitting all of my PERSONAL income and asset information for a credit line of {$800.00} or should I say {$1600.00}. I've mentioned to the Supervisor that he can clearly see on my credit report that it shows I have two mortgages with two different private lenders for two properties, that alone exceeded {$1.00} XXXX dollars, now if I have to submit proof for my 401k and checking/saving accounts, that is absurd! Not to mention, while my other credit creditors who offer me higher credit line limits ( $ XXXX, $ XXXX and so on ) did not even bother to reduce my credit line limit when my credit scores dropped a few points. 

It's very shocking to find out who these creditors are only in the business to make money off of the consumers with their RIDICULOUS and ABSURD poor customer service. It is unfortunate that I can't ( well I can, but it will impact my credit score ) to close all my accounts with AMEX ....

Company response to consumer: Closed with explanation