Consumer complaint received 2020-03-19
Company: AMERICAN EXPRESS COMPANY
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with fraud alerts or security freezes

Complaint:
I originally opened my first account with XXXX in XXXX of XXXX. I called on XX/XX/XXXX to upgrade my card from a Deltagold card to a Delta reserve card. I was talked into openinga platinum card instead. I was originally very excited. I tried to make a purchase on XX/XX/XXXX and my myplatinum card was denied - I called platinum card services where they verified my identityand asked me to tryagain. We tried several times to run my card and then we were transferredto fraud. they begin to ask me several questions to verify my identityagain. After several hours on the phone while still in the store I decided to use another card. XXXX XXXX said I need to take a government ID to be notarizedwithin 24 hours. I explained to them I was traveling out of the countrythe next day and can prove that with my delta flight  itinerary. they sent me an email explaining how I could verify an alternate way usinga secured email. I submitted my document 3 differenttimes and they complained about the documents and requested a notary service. after getting my passport notarized they requested my social security card. Once I sent my social they requested ID. After getting my ID they said my account was under review. I never received a call back so I called on XX/XX/XXXX and requested a supervisor. I got a supervisor by the name of XXXX with the identity fraud department. She said she'd review my account and call me back. I never got a call from XXXX. I called back and spoke to someone stating my account was closed due to fraud. I called the next day and spoke with XXXX XXXX his direct number is XXXX he said he reviewed my account and can't understand why they made that decision. He asked if I could give him some time to review my account and get with XXXX. He called me back several hours later saying that he spoke with XXXX and my account will remain closed due to fraud. I contacted the corporate office and sent several emails and got the same info. Today XX/XX/XXXX I received a letter in the mail that stated my account was closed because my documents were altered. 
My documents in no way were altered. I sent my SSN Card,  passport and drivers license, all of which were valid and unaltered. I went to the passport office of XXXX and the SSN office where my documents were issued and all of my documents were verified. I also recently traveled out of there country with my passport without any issues. 

I feel that they assumed I was fraud because I am XXXX XXXX they thought I wouldn't send my documents proving my identityand once they receivedthem they targeted me treating me like a criminal saying that I stole someones credit. This is horrible and if this issue isn't resolved I am willing to file a lawsuit against American Express for profiling me and denying services to me due to my nationality. 
I believethat American Express closed my accounts after they saw that I was XXXX XXXX because there is no way to come to the conclusion that my documents were altered in any way. 
I'd like both of my accounts reopened and I'd like to be compensated for the inconvenience. I aim willing to contact the media and go further if needed. I am not going to allow this type of behavior from any company. There are Lawes in place for a reason.

Company response to consumer: Closed with explanation