Consumer complaint received 2025-09-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY
State: PA

Complaint narrative:
To Whom It May Concern, Subject : Formal Complaint Against American Express ( Amex ) Unjustified Account Freezes, Limit Reductions, and Unfair Treatment I am writing to formally lodge a complaint against American Express ( Amex ) for engaging in repeated and unjustified conduct that has significantly disrupted my financial life and violated fair consumer banking practices. The company 's behavior raises serious concerns regarding compliance with consumer protection laws, including but not limited to the Fair Credit Reporting Act ( FCRA ), the Equal Credit Opportunity Act ( ECOA ), the Truth in Lending Act ( TILA ), and Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) provisions under the Dodd-Frank Wall Street Reform and Consumer Protection Act.

Summary of Issues : Unannounced Freezing of Accounts : American Express has repeatedly frozen my credit cards without any advance notice or written explanation. This has caused not only embarrassment but serious disruptions to essential transactions, including time-sensitive payments and travel arrangements.

Unjustified Financial Reviews and Limit Reductions : My accounts have been subjected to multiple financial reviews despite being in good standing. Following the first review, Amex unilaterally lowered my credit limits across all accounts. These actions were taken without prior notification and without providing specific reasons, which appears to violate provisions under the Fair Credit Reporting Act ( 15 U.S.C. 16811681x ) and Regulation B of the Equal Credit Opportunity Act ( 12 CFR Part 1002 ).

Lack of Transparency and Accountability : When I have contacted American Express to request clarification, the representatives have been consistently evasive and dismissive. Their responses are filled with deflective language, refusing to admit fault or offer any real explanation for their actions. This behavior reflects unfair and deceptive practices as defined under UDAAP provisions.

Rude and Condescending Customer Service : On numerous occasions, I have been treated in a rude and demeaning manner, especially during calls where Amex allegedly checks in on my financial status. These interactions are not only unhelpful but also coercive and inappropriate, showing a lack of professionalism and respect for consumer rights.

Violations and Legal References : Fair Credit Reporting Act ( FCRA ) 15 U.S. Code 1681m : Amex must provide an adverse action notice when it makes credit decisions ( such as lowering limits ) based on information in a credit report. No such notice was provided.

Equal Credit Opportunity Act ( ECOA ) Regulation B ( 12 CFR 1002 ) : Lenders are prohibited from discriminating in any aspect of a credit transaction and must provide reasons for any adverse action in writing. Again, Amex failed to comply.

Truth in Lending Act ( TILA ) 15 U.S. Code 1601 et seq. : Creditors must clearly disclose terms and conditions affecting a consumers account. Sudden freezes and limit reductions without disclosure are not in line with TILA requirements.

UDAAP Section 1036 of the Dodd-Frank Act ( 12 U.S.C. 5536 ) : The Consumer Financial Protection Bureau prohibits unfair, deceptive, or abusive acts or practices. Amexs behaviorfreezing accounts without cause, lack of notification, and misleading interactionsmay qualify as UDAAP violations. 

Requested Resolution : I demand the following actions from American Express : A full written explanation of all account freezes, financial reviews, and credit limit changes made to my accounts ; Immediate restoration of all credit limits unjustly reduced ; A formal apology for the unprofessional and disrespectful treatment Ive received from customer service ; A commitment from Amex to abide by legal notice requirements and consumer protections moving forward.

Company response to consumer: Closed with explanation