Consumer complaint received 2025-08-05 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: AZ

Complaint narrative:
This submission supplements CFPB Complaint # XXXX, which I filed regarding a coercive and unjustified credit limit review by American Express that pressured me into making a {$4400.00} payment by an arbitrary deadline under threat of credit damage. 

After complying with that payment under protest on XX/XX/year>, I received an unsolicited invitation the next morning ( XX/XX/XXXX ) to join the American Express Customer Research Community. While the email framed it as a feedback opportunity, the associated Participation Agreement contains legal provisions that raise serious concerns : 1. Mandatory arbitration clause : Any dispute arising from your participation in this Community will be resolved through final and binding arbitration. This restricts my right to bring any future disputes to court.

2. Class action waiver : You agree not to initiate or participate in any class or representative actions. This silences collective consumer response, even if AMEX repeats problematic behavior across multiple accounts.

3. Irrevocable IP assignment : You irrevocably assign all rights, title, and interest in any ideas, suggestions, or feedback provided to American Express. Even unpaid, unsolicited ideas become AMEXs property.

4. Confidentiality obligation : You agree not to disclose any information or materials shared with you This prevents me from discussing the nature of my participation or any problems arising from it.

5. No guaranteed compensation : Despite the above restrictions, there is no guarantee of any payment for participation, only vague references to possible future incentives. 

The timing and content of this invitation strongly suggest it was not routine market research, but rather a calculated attempt to contain reputational and legal fallout. This is reinforced by the fact that on XX/XX/XXXX ( earlier that day ), I received XXXX calls from an AMEX supervisor. Only the last included a voicemail, which was unintelligible due to degraded audio. When I returned the call promptly, I was told all supervisors had left for the day. No one escalated my concern or responded substantively. I then made the coerced payment under protest that night. 

The very next morning ( XX/XX/XXXX ), I received the XXXX XXXX invite with the restrictive legal agreement described above. This appears to be part of a reputational containment strategy : create the appearance of outreach while embedding legal restrictions that could suppress further complaints, extract intellectual property, and prevent participants from publicly discussing their experience. 

I respectfully request the CFPB investigate whether American Express is engaging in unfair, deceptive, or abusive acts or practices ( UDAAP ) under Dodd-Frank 12 U.S.C. 5531 by : Soliciting legally restrictive agreements from recently distressed or complaining customers, Failing to provide genuine escalation or resolution, and Embedding contractual traps in post-resolution outreach that serve to protect the company at the customers expense. 

Please review the original complaint ( # XXXX ) for full background and context.

Company response to consumer: Closed with explanation