Consumer complaint received 2021-12-14
Company: AMERICAN EXPRESS COMPANY
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
The Issue. Requested Credit Limit Increase from {$33000.00} to {$65000.00} on XX/XX/2021. 
On XX/XX/2021, I submitted a request for a credit limit increase. After nearly 10 hours of actual phone time trying with AMEX trying to figure out why this has stalled, I still have no idea if this credit limit increase has been approved. Refer to the call history section below for details. 

The XXXX XXXX. 
This is absolutely no way to treat a XXXX veteran with AMEX. I have religiously paid my entire balance month after month for over 25 years, never once missing a payment. I have a XXXX XXXX that is steadily around XXXX. The current line of credit ratio of credit to earnings ( {$33000.00} divided by {$170000.00} is 19 % ). My current line of credit ratio of credit to earnings ( {$65000.00} divided by $ XXXX is less than 1 %. 

This journey has required over XXXX hours of my time to bring to closure. In addition, Ive been charged over XXXX {$100.00} in cell phone charges while remaining on hold for XXXX minutes at a time. I charge $ XXXX for my consultative time. This whole ordeal has now cost me approximately {$3100.00}. I want to see at least some portion of that {$3100.00} refunded to me by AMEX. 

Call History. 
XXXX XXXX Credit increase request made. 
XX/XX/XXXX. AMEX sends an email indicating need for financial records. 
XX/XX/XXXX. Financial records posted to AMEX-directed document upload by client. 
XX/XX/XXXX. Client called to check on the status, after being told to expect a XXXX day processing period. On this first call, I was told that the request should be completed by XX/XX/XXXX. 
XX/XX/XXXX. Client called to check on status. I was told there was something wrong with the request and it was stuck in pending. Further, I was told that a new request can not be submitted when there is one that is pending, and that I simply had to wait longer to receive a letter in the mail or a phone call. 
XX/XX/XXXX. Client received a voicemail from AMEX indicating that additional information was requested. The message did not state from what department the representative was calling, but only gave a callback number of XXXX. 
XX/XX/XXXX. Client returned call to AMEX. I started the call with someone who was able to tell me that an email was sent to me on XX/XX/XXXX that requested additional information. Additional information was immediately provided on XX/XX/XXXX, the same day the request was completed. The information was loaded to the AMEX designated site. I provided financial information including several bank account statements from my XXXX XXXX financial accounts. This representative put me on hold, and then I was disconnected within about 5 minutes. During the next 3 hours, I attempted to call that same number back. Each time, I was connected with someone who summarily told me I had to talk to the Credit Line department. Each time, I was placed on hold for over 30 minutes, at which time, the line was disconnected by the AMEX representative. On my fifth ( 5 ) call attempt, I was able to connect with someone in Customer Service who worked with the Credit Line department to review my account while I was placed on hold. After about 20 minutes on hold, I was transferred to XXXX ( XXXX ) in the Underwriting Department. She had no idea who I was, but she was the most helpful of anyone with whom I spoke on XX/XX/XXXX. She was able to confirm that the information requested on XX/XX/XXXX was submitted on XX/XX/XXXX. She was the only individual who stuck with me, checked in with me while I was on hold to apprise me of her progress, and seemed to have any interest at all in resolving the issue. 
XX/XX/XXXX ( XXXX minutes call ). Client called to check on the status. I was told that we had to resubmit the credit line increase request. I told the representative that Id already been told I can not submit another request when theres already one pending. Further, I tried that option through the phone branch, and it too said I can not submit a request because there is one pending. I asked the representative to connect me directly to the Underwriting Department so that the person who helped me on XX/XX/XXXX could re-engage on this issue. Though XXXX gave me her phone number, when I called that number ( noted above ) I was immediately routed to customer service. Though I was transferred to her on XX/XX/XXXX, this representative told me he could not transfer me to anyone in Underwriting at all. The representative attempted to create a new request, and as I told him would happen, he could not do so. He opened a second case for this issue, and when I asked for the case number ( XXXX ) it took him over 5 minutes to get that number. 
XX/XX/XXXX. Callback from Customer Service. Got disconnected in less than 2 minute. 23 minutes later I got a call back, and was directed to Underwriting again, XXXX XXXX. 
XX/XX/XXXX. XXXX XXXX called from Executive Office to let me know that her office is conducting its own investigation and the Executive Office will get back to me on Monday, XX/XX/XXXX. 

This is a simple transaction request either you can increase my credit limit, or you can not. With the financial information I provided, there should be no hesitation in increasing my credit limit. My earnings have increased nearly 10-fold in the past few years. If this is a problem for AMEX, I can certainly take my investing and money elsewhere. 

We await a resolution to this issue, but please know that our patience is wearing quite thin and will take action with the Better Business Bureau and other consumer help agencies if needed. 

UPDATED INFORMATION SINCE INITIAL DISTRIBUTION ON XX/XX/2021 On XX/XX/XXXX, at XXXX, I received a call from XXXX XXXX XXXX the Executives Office XXXX after sending the above letter to XXXX XXXX XXXX 
XXXX informed me that I needed to provide bank and savings information. I explained to XXXX that those accounts contain very small amounts of money because all of my financial holdings, liquid and investments, are housed in the XXXX XXXX accounts for which I provided statements. I am perfectly happy to provide the additional information, despite this contradicting previous information I was provided. 
I have been given no information regarding how to submit this additional information, and XXXX XXXX hung up on me.

Company response to consumer: Closed with non-monetary relief