Consumer complaint received 2026-03-26 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: LA

Complaint narrative:
* * Company : * * American Express * * Product : * * Credit Card ( XXXX XXXX Preferred, Account ending XXXX ) * * Date : * * XX/XX/year> * * Complaint Summary : * * American Express placed a functional restriction on my credit card account ( charging privileges suspended and rewards access limited ) despite the account being current, without clear disclosure, consistent communication, or a defined resolution path. -- - * * Detailed Description : * * On XX/XX/year>, I received a notice from American Express stating that my account was under review and that I should make a {$2900.00} payment by XX/XX/year> to avoid a potential credit limit reduction. At the time of this notice : * My account was current * My minimum payment of {$230.00} was not due until XX/XX/year> * My utilization was approximately 40 % The notice stated I may experience temporary disruptions to spending, but did not clearly disclose that my account would be functionally restricted. On XX/XX/year> : * My card was declined at a point-of-sale transaction ( XXXX ) * An XXXX order totaling {$1200.00} using Membership Rewards points was declined and canceled Additionally, my Membership Rewards redemption functionality was restricted without explicit prior disclosure. On XX/XX/year>, I contacted American Express via chat and received the following confirmations : * My charging privileges were on a temporary hold * My Membership Rewards points were restricted as a result * The {$2900.00} payment demand originated from their Responsible Lending department and was non-negotiable at that level * My account remained current * No immediate resolution was available, and I was told an appeal could only occur after the review is complete Since that interaction, I have received no meaningful follow-up, no requests for documentation, and no clear path to resolution. On XX/XX/year>, I received a contradictory email from American Express stating that I had successfully redeemed {$18.00} in rewards at XXXX on XX/XX/year>. This is inaccurate, as my XXXX XXXX had already been declined and canceled due to the rewards restriction. -- - * * Issues : * * 1. Account functionality ( charging privileges and rewards access ) was restricted despite the account being current and not delinquent 2. Disclosures were vague and did not clearly communicate the extent of restrictions 3. No clear explanation was provided regarding what triggered the Responsible Lending action 4. No actionable path to resolution was provided beyond an immediate large payment demand 5. Contradictory and potentially misleading communications were sent regarding rewards redemption 6. Lack of timely follow-up or procedural transparency after initial contact -- - * * Impact : * * * Inability to use my credit card for routine, legitimate purchases * Loss of access to earned rewards benefits * Cancellation of a high-value transaction due to undisclosed restrictions * Ongoing uncertainty regarding account status and credit impact -- - * * Requested Resolution : * * 1. A clear written explanation of the specific factors that triggered the responsible lending action 2. Immediate clarification of current account status and any restrictions 3. Restoration of normal account functionality OR a clearly defined and reasonable path to resolution 4. Restoration or proper accounting of Membership Rewards functionality and any impacted transactions 5. Assurance that no negative credit reporting will occur as a result of this action while the account remains current -- - I am seeking transparency, consistency, and fair treatment regarding my account, which remains in good standing.

Company response to consumer: Closed with explanation