Consumer complaint received 2024-12-07 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: GA

Complaint narrative:
I have been an Amex Platinum cardholder since XXXX. During this time, I have maintained accounts with XXXX XXXX XXXX, XXXX, and XXXX XXXX, all of which I have used to make payments. I have consistently made various purchases and payments, keeping my account well. 
On XX/XX/XXXX, I paid off my Amex card with an electronic payment of {$5400.00} from my XXXX ( also known as XXXX ) account. On the same day, I made a purchase of {$2900.00} at XXXX XXXX XXXX XXXX for a bathroom vanity. Additionally, I made another payment of {$2500.00} from my XXXX account that day. I then attempted to use my card again for a {$1800.00} purchase at XXXXXXXX XXXX XXXXXXXX, but my account was suspended. 
Concerned, I called Amex to find out why I could not use my account. An Amex representative informed me that the funds needed to be verified. I authorized a conference call with my bank, XXXX, but unfortunately, the call was disconnected, forcing me to use another credit card to complete my purchase at XXXXXXXX XXXX XXXXXXXX. 
On XX/XX/XXXX, I attempted to use my Amex card again, but it was declined. I made another attempt on XX/XX/XXXX, and once again, the card was declined. I then noticed on my mobile Amex app that my charging privileges were suspended and I was directed to call XXXX. 
During that call, a representative explained that my charging privileges were suspended because I needed to verify my demographics and the ownership of the account from which I made the payments. I asked for clarification and requested written policy on this requirement, but I was advised to refer to my membership agreement. When I inquired about the reason for this request and what prompted it, I was informed that it was due to the suspicious nature of the recent amounts paid to my account. 
I explained that the accounts from which I made the payments are mine and have been linked to my Amex card since I opened it. The representative informed me that I would need to provide certain information, including my demographics and bank statements, and that my bank would need to be contacted again to verify the {$2500.00} payment made. 
I requested to speak with a supervisor. After three unsuccessful attempts to reach a supervisor named XXXX ( XXXX ), I finally spoke with XXXX, an American Express Financial Review Supervisor, on XX/XX/XXXX. I explained the situation and again requested the policy information. XXXX reiterated that I needed to verify my information by providing bank statements, pay stubs, and that my bank would need to be contacted to verify the {$2500.00} payment. When I asked why this was necessary, she stated that some customers in the past had reported unauthorized payments made by a third party, and there were recent unusual charging patterns on my account. I clarified that I had made the payments and authorized the charge to XXXX XXXXXXXX XXXX XXXX  as well as the attempted charge of {$1800.00} at XXXX XXXX XXXX, which was declined without notice. I inquired whether there had been any history of fraud or suspicious activity on my account in the past. XXXX confirmed that my payments and charges had shown a great history since I opened the account and that there were no previous issues. 
Despite this, she explained that the review process required me to provide the requested documentation by XX/XX/XXXX, or my account would be canceled. I explained to her that I did not agree with it and it appears that I am being discriminated against and targeted since I paid the account off and made payments of over XXXX XXXX I asked XXXX had Amex had difficulty receiving the funds from that account in the past or currently. She stated no the funds were received and cleared.

Company response to consumer: Closed with explanation