Consumer complaint received 2025-12-24 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: NC

Complaint narrative:
I am filing a complaint regarding American Expresss handling of my consumer credit card account, specifically an unlawful and coercive demand for payment not required by my Cardmember Agreement or federal law. 

On XX/XX/year>, I received an email from American Express stating that my account was under review for a possible credit limit reduction and that making a payment of {$1400.00} by XX/XX/year> could avoid a reduction. The email did not state that any payment was past due, that my account was in default, or that an accelerated payment was required. 

On XX/XX/year>, I contacted American Express using the phone number on the back of my card because I believed the email might be fraudulent. During that call, I was routed to a department identifying itself as Responsibility. That department again demanded the {$1400.00} payment and reiterated that the purpose was to demonstrate liquidity, not to cure any missed or late payment. The representative also requested I orally state the security digits on the back of my card during the phone call, further indicating a scam. 

Shortly thereafter, my American Express card was declined for an ordinary transaction in the amount of approximately {$120.00}, despite my account being current and in good standing. 

On XX/XX/year>, I called the customer service number shown after signing into my account and again received the Responsibility team ( representative called XXXX ) demanding payment of {$1400.00} to avoid adverse actions on my account access and sway a review decision. 

I was then transferred to American Express customer service and spoke with a rep called XXXX. That representative stated they could not see any record of an accelerated payment demand, account default, or requirement that I pay {$1400.00} to maintain access. After placing me on hold to consult internally, the representative transferred me back to the same Responsibility department. The representative ( called XXXX ) in that department demanded immediate payment of approximately XXXX percent of my statement balance ( {$1400.00} ) and stated that the payment was required to prove I could access a large sum of money on short notice. I was explicitly told that my card would remain blocked and my available credit may be reduced unless I made this payment. 

I have never missed a payment, never paid late, never exceeded my credit limit, and I had already paid well above my required minimum payment for the month of XX/XX/year>. I requested that this alleged requirement be provided in writing through the secure message inbox of my American Express account so that I could review the contractual basis for the demand. This request was refused. 

At no point was I provided written notice identifying a default, a contractual provision authorizing accelerated repayment, or a lawful basis for conditioning account access on this payment. 


I believe this conduct constitutes unfair, deceptive, and abusive acts or practices. American Express attempted to coerce an arbitrary and unauthorized payment by restricting account access, misrepresented the nature of my obligations, refused to provide written confirmation of the demand through formal channels, and applied pressure during a period of account disruption. The inconsistent explanations between departments further demonstrate a failure of internal compliance controls. 

I am requesting that the Consumer Financial Protection Bureau investigate this matter, require American Express to cease improper collection and coercive practices, restore lawful account access, and provide written clarification of my account obligations, including confirmation that no accelerated repayment obligation exists absent contractual authority and proper notice. 

I specifically request CFPB review under its authority to prevent unfair, deceptive, and abusive acts or practices, and to assess whether American Express has engaged in coercive repayment demands, improper account restrictions, or internal compliance failures inconsistent with federal consumer protection law.

Company response to consumer: Closed with explanation