Consumer complaint received 2024-12-18 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:
I have reached out to American Express on XXXX separate occasion about their " Role Your Own '' / " XXXX '' security solution. I enter my social security, credit card number, and validate through email - yet the system never let me in because it insist on validating an insecure phone line. I never receive text messages. This system has never worked even though I have validated XXXX other forms of ID along with my password on my account to login. 

I reached out to customer service instead and am greeted by a phone computer system from XXXX 's it can even understand zip code even though it ask 5 times I put in XXXX and I am looking at it on my bill yet the system is that poor. 

I finally get to a representative and they are combative and argumentative. I work as a security engineer for XXXX of the largest tech companies in the XXXX. They insist phone is secure which is false and why most if not all banks outside of American Express do not rely strictly on a phone number since they can be cloned and no one owns a phone line the numbers are recycled. 

So setting that aside. They refuse to actually fix their broken phone system. It says its textinig my number XXXX XXXX XXXX but no text EVER come through. 

Furthermore, the difficult agent is just that difficult and refuses to esclate. Looking at XXXX XXXX I try to find a complaint form and find " https : XXXX? XXXXXXXX XXXX XXXX '' article directing their support to treat americans or as they say " difficult clients '' abusively. 

So, I open chat and try to file complaint that way but chat agent refuses instead because I couldn't update my email because American Express has broken system that is tied 100 % to phone. I now can't login at all because email and phone are broken. 

The agent ask me to verify my email- ok. 
The agent ask me to verify my credit security code - ok. 
The agent ask me to verify my place of birth - ok. 

Mind you I'm still logged in. 

I instruct the agent this is just abusive. 

Now they prompt The agent ask what is the color of your car : <very upset> XXXX ( THIS IS PUBLIC INFORMATION ANYONE WHO SEE ME KNOWS XXXX XXXX A XXXX XXXX XXXX  XXXX ) The agent then procedes to ask me another ridiiculous mental XXXX question to inflict XXXX upon me and I finally had enough and then now it is obvious American Express is just trying to antagonise and abuse me I have done everything right and only after I complain about this LOUSY service now they are mentally raping me and it needs to stop. 

This is abusive I have been through XXXX this morning. I tried to approach the first agent with respet and dignitity and tried to lighten the call but she was horrible. I then tried to escalate to an online complaint but American Express instead of offering a way to complain links to an article attacking their customers. The company is clearly abusive and looking to invoke pain and outburst which they accopmlished. These banks have no respect and do not treat their customers with any sort of dignity they consistently leak customer info then claim these broken security practices which are aimed to prevent legimate owners/customers/client from accessing their systems so they just give up instead of reaching out for support.

Company response to consumer: Closed with explanation