Consumer complaint received 2025-12-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: WA

Complaint narrative:
Over a period of several months, American Express has repeatedly misapplied or reversed payments, provided inconsistent and contradictory explanations in both chat and phone interactions, and suspended my credit access without resolution of the underlying issues. 

I previously submitted a complaint to the Consumer Financial Protection Bureau regarding these issues in XX/XX/year>. This submission is a follow-up, as the problems remain unresolved. The verification code associated with the prior submission is XXXX. 

Despite payments being initiated with sufficient funds available at the time of submission, American Express has variously stated that payments were not made, were reversed for insufficient funds, or failed for other reasons, without providing proof or consistent documentation. In multiple interactions, representatives have acknowledged internal inconsistencies but have been unable or unwilling to provide clear written confirmation or a complete reconciliation. 

Throughout this period, I have repeatedly requested resolution and confirmation in writing. Those requests have not been met. Instead, I have been directed into circular, circular, and circular phone-based communications that do not result in permanent correction, accountability, or documented resolution. Based on this experience, I have no faith that the American Express customer service interface will function as an effective or reliable mechanism for resolution. 

Most concerning, American Express has repeatedly suspended my credit access while these issues remain unresolved. Credit access has been turned on and off without warning, explanation, or written justification. This has forced me to repeatedly address problems that are not of my making and has materially disrupted my ability to rely on established credit lines. The impact on my credit score appears to be material and negative, and I have been compelled to open additional credit accounts in order to manage basic financial obligations.

In addition, fraudulent or unauthorized transactions have continued to occur while credit access remains unstable, further increasing risk and exposure. 

American Express has also failed to provide written confirmation of receipt and proper application of payoff funds intended to satisfy an outstanding Business Line of Credit, despite repeated requests.

The combination of misapplied payments, inconsistent explanations, repeated credit suspension, refusal to resolve matters in writing, and failure to confirm payoff has resulted in ongoing financial harm, operational disruption, and credit damage.

In addition, I previously requested replacement cards during this period of repeated account disruption. Those cards have not been activated. Due to the ongoing instability of account access and repeated credit suspensions, I am not currently aware of the physical location of those unactivated cards within my household.

I am notifying American Express of this fact proactively. Any risk associated with these cards remaining unactivated while credit access has been repeatedly toggled should be treated as a security issue requiring immediate resolution and written confirmation. I request confirmation that no liability will attach to me for any activity associated with these replacement cards unless and until they are intentionally activated by me.

Company response to consumer: Closed with explanation