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: TX

Complaint narrative:
Dear American Express XXXX XXXX XXXX, I am writing to formally lodge a complaint regarding the improper denial of my Servicemembers Civil Relief Act ( SCRA ) benefits for my American Express account. As the spouse of an XXXX servicemember, I was previously approved for SCRA benefits in around XXXX of this year, but American Express recently notified me that I am no longer eligible, despite my submission of all required documentation. This denial violates federal law under the SCRA ( 50 U.S.C. 3901 et seq. ) and has caused me significant financial hardship. As an eligible active-duty spouse, I am entitled to SCRA protections, including a 6 % interest rate cap and waiver of certain fees on accounts opened prior to my spouses active-duty service. I provided comprehensive documentation, including [ list documents, e.g., my spouses XXXX XXXX XXXXXXXX verification letter, and marriage certificate ], to confirm my eligibility. Despite this, American Express has reversed its prior approval without a clear explanation and continues to charge interest rates above 6 % and annual fees in violation of SCRA requirements. I have attempted to resolve this issue through your customer service channels via phone calls and online submissions over XXXX times, but your team has refused to comply with federal law or provide a satisfactory resolution. This failure undermines the financial protections guaranteed to military families under the SCRA. I request the following immediate actions : 1. Reinstate my SCRA benefits, including the 6 % interest rate cap and fee waivers, retroactive to the date of denial. 2. Refund any interest or fees charged in excess of SCRA protections since the denial. 3. Provide a written explanation for the reversal of my SCRA eligibility and confirmation that my benefits have been restored. I may also pursue legal action to enforce my rights under the SCRA. Please respond to this grievance by e-mail or in writing to my address. I have attached copies of wife XXXX XXXX XXXX verification, marriage certificate, prior approval notice, then they turned around and denied me after approving me. Thank you for your prompt attention to this serious matter. I expect a resolution in compliance with federal law. Every time I attempt to resolve the issue they give me the wrong and never submit the paperwork that I provided them. I provided them the paperwork over XXXX times and they keep saying on a recorded line and on a record chat box that someone within their department deleted my approval status and they keep making me resubmit paperwork. I have service members spouses of different races that are in our support group that have everything similar, whose spouse service in XXXX  and everything matches up with my status. The only difference is our race. I hate to make it a race issue, but each time I talk on the phone with a representative from AMEX they hear my voice and their tone change and they give me the run around and try to keep me on the phone for hours and give me the resolution. I want the same benefits that my white and brown counterparts are receiving. It's wrong, unethical, and illegal to deny me because of race and ethnicity when I have provided you the necessary documents over 5 times and still be denied. I have over XXXX different members/cardholders who are very similar to me that have been approved. They have their letters and they are willing to testify and show proof that the only difference between me and them is race. In which, they were approved and still are approved while I keep getting the runaround. I would like to resolve these issues and keep a good relationship without filing a legal action and present all of the evidence. They keep telling me that there is no way to contact the SCRA team even though I call, email, and instant chat for them to contact me.

Company response to consumer: Closed with monetary relief