Consumer complaint received 2025-08-18 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: TX

Complaint narrative:
On XX/XX/year>, I received an email from American Express indicating that they were requesting my last three checking account statements. Apparently to conduct some form of investigation with regard to my account. Being a small business owner and relying solely on my business checking account to pay ( not only American Express ), but most of my other personal debts, I sent them via an online link my last XXXX business bank statements. 

Included with these bank statements, was a bank issued signature card, to validate my permission and access to this account as my own. The document that I am enclosing stated a deadline of XX/XX/year> to provide this information. There was also a option that if I paid {$19000.00} to American Express they would take this in lieu of the financial records. 

Another email from American Express was sent dated XX/XX/year> ( copy enclosed as well ), stating that the account information did not have my name on the bank statement documents. I spoke with a customer service agent on XX/XX/year> and advised her that I do not have a personal checking account to handle my bills and that this was the reason I sent in my business checking account records to substantiate any financial information that they were requesting. I reiterated the signature card with my personal name and identification was sent in as well. She said that they needed additional information. I recommended sending in a personal financial statement listing my personal assets and investments and she agreed to have this reviewed as part of their investigation. She then asked me when this would be sent in and I said that their original inquiry said that I had up to XX/XX/year>, so that I would submit prior to this date. She said that she would notate the account. The deadline on this second notice had a deadline of XX/XX/year>. 

Suddenly another email dated Sunday, XX/XX/year> is sent to me stating that American Express had concluded their review and that my account had been placed with a " preset limit '' of {$41000.00}. And that any amounts over this preset limit were subject to decline. Further, that if I wanted another review of this information I was to submit a request by XX/XX/year>. 

Lastly another email also dated Sunday, XX/XX/year> indicated that my account was subject to declines as my account was " over the limit '' in the amount of {$13000.00}. All these actions have been very confusing to me, as these changes to my account have taken place prior to the date ( XXXX ) that were indicated to my in the emails that were received. A fair review was not done by American Express ( taking into account my business records that were submitted to them ). I do not believe there is a requirement of any specific account that should be used in order to pay my debt to them or any other creditor. Subsequently, I have never had any adverse payment history with American Express and have paid the required amounts in full. 

My present billing statement has a current amount due up to XX/XX/year> and payments have already been made towards the amount requested and will continue up until the due date. I am requesting assistance from the CFPB on asking American Express for specific reasons as to why the manner in which I am, satisfactorily paying my debt, has not been accepted and why adverse actions were taken on my good standing account prior to the deadlines that American Express set on their electronic messages.

Company response to consumer: Closed with explanation