Consumer complaint received 2025-11-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
Amex has been my go to for my spending needs. Ive been a loyal customer for 8 years and counting. This is the first time ever needing to submit a complaint like this. Despite having high credit limits, high income, excellent credit history across all banks, and high assets, I faced my first big issue on XX/XX/XXXX. I made a bigger purchase than usual which I can afford based on a combination of income + assets plus I was going to take advantage of the 0 % APR for 12 months to pay it off slowly. Amex declined my card. 

After inquiring about it, all my cards were suspended and I was put on a financial review. I understand Amex is doing its due diligence but this was way exaggerated to suspend ALL my cards. I provided the documentation requested within minutes and called in several times being told 5-7 business days it would take. I could not let all 7 cards of mine be suspended for that long having personal and business needs and upcoming travels- altho have other banks. The financial review person I last spoke with noticed my frustration and he reviewed everything and said I passed the financial review so he will lift all restrictions and should be all set and good to go within XXXX minutes. My cards were all re-added to XXXX XXXX and he did as promised or so it seemed like. After I try to use the same card with XXXX XXXX  that I had issues with in the beginning, I get more declines. I ask about it and the review is mentioned and I tell them I passed that. Every time now I am tainted due to that review that I was told I passed. I made a charge some weeks ago to Amex platinum and declined again despite having only $ XXXX balance on the card which isnt the high. Ive been having same issues on XXXX card even getting an email that I was reaching my limit after just having a balance under {$1500.00}. I have had way more in balance than that. 

Ive had issues even using the Amex app where remembered devices suddenly dont matter and Im asked for an XXXX  every single time I log in. Its just been issues after issues doing simple things like using my cards without worries about being declined and managing my account through Amex app - all after that financial review. I was told very clearly I passed the review and there was no mention of any consequences or lower spending limits or credit lines - none of that should be the case. To be clear, right now it seems I can use my cards but there is always a worry at any point Ill be declined based on these recent events that pop up as well every now and then randomly ( like XXXX card email saying reaching spend limit ). 

All in all, its becoming impossible to use my Amex membership that I pay for with high annual fees for all my cards without feeling uncomfortable and like my cards could be declined at any moment- my question is, are you trying to get rid of me after giving you so much business for 8 years? It makes no sense to go through all this trouble when I have cards with and without annual fees and with all the great relationships I already have with other major and smaller banks without issues and feeling like Ill face a decline because I know my usage and I know my credit limit. At the same time customer support was not helpful through any of the channels. 

In the end, I feel disrespected, discriminated against or targeted in this case, and let down like my loyalty to Amex doesnt matter. I even raised a BBB case and wrote to an Amex executive email a never received a response, which is very surprising. I hope I do get a response this time and that this can be turned around soon so I can keep enjoying my membership for the many cards with very high annual fees that Ive paid for years. I really dont want to continue to face so many issues just because I made a few one-time large purchases. It seems I can not trust Amex with my needs at a given time like I thought I could but I hope this can change. Thank you.

Company response to consumer: Closed with explanation