Consumer complaint received 2025-11-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
On Tuesday, XX/XX/XXXX, I received an email notification at XXXX AM that my American Express cards were suspended. When logging into the American Express website, I noticed that all XXXX cards were suspended and a banner was appearing across the top with a phone number to call. I called and spoke to the " Financial Review '' team. I was told that my accounts were suspended because I was selected for a financial review to verify my income. I provided my salary information, but I further had to authorize release of my XXXX IRS transcripts. I also requested to speak to a supervisor and advised that suspending accounts with no advanced notice is extremely disruptive, especially to a customer of XXXX  years in good standing. I received an email after the phone call and completed the authorization forms immediately. I was told this process could take XXXX business days. I followed up with American Express later in the day and confirmed my information was received and sent for processing. 

On Friday, XX/XX/XXXX, I contacted American Express again. I spoke with an agent who confirmed that my IRS transcripts were already received and under review. He stated that the internal backend team will review the information and that my accounts should be reinstated on Monday. 

On Monday, XX/XX/XXXX, I contacted American Express again. I was told that my account was still under review and that the review was not completed as promised. 

On Wednesday, XX/XX/XXXX, I received a voicemail from American Express at XXXX AM. The agent stated he needed to speak to me regarding my American Express account and to call them back. At XXXX AM, I received a text message from my mother stating that American Express also called her in an attempt to locate me. I returned the call and spoke to the same representative who left me the voicemail. The representative stated that he called me -- twice -- by accident, and that I should not have been a list to call. He stated that my accounts are still under financial review. I requested to speak to a supervisor again, but a supervisor was not available. I was told I would get a call back. I then demanded that my accounts be reinstated today and that I get a call back. The representative was not able to provide any guarantee or time estimate. 

I am still without the ability to use any of my XXXX American Express credit cards. I was given no advanced notice to the shutdown and have been a good, long-standing customer of XXXX  years. I have an XXXX XXXX credit score, have never abused my limits or missed a payment. American Express refuses to provide any information as to why my account was flagged for review. Their customer service agents have no information available and call customers in error. I have suggested that American Express notify customers in advance of an upcoming financial review before cards are immediately suspended. I am scheduled for an international vacation next week where I was planning to use my American Express credit cards. Because of this blatant disregard for good customer service, I am prepared to cancel all of my credit cards.

Company response to consumer: Closed with non-monetary relief