Consumer complaint received 2025-08-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: AMERICAN EXPRESS COMPANY
State: IN

Complaint narrative:
I have an American Express credit card. They lowered my limit from {$17000.00} to {$1000.00}. The reason is because my XXXX  credit report had mixed my sisters my own files m has bad credit. My score was XXXX in XX/XX/XXXX and dropped to XXXX XX/XX/XXXX. My current score as if XX/XX/XXXX is XXXX. She disputed all the inaccurate information with Experian in XX/XX/XXXX. That did not fix the problem. My sister and I went to Social Security XXXX to get info on how to proceed with getting our accounts separated. We were told to call XXXX  and then call American Express once my score was fixed. We spoke with XXXX  XXXX on XX/XX/XXXX. They got our mixed files separated so it now accurately shows the correct information. XXXX  told me that in approximately XXXX it should show my updated score on XXXX. It did show the correct XXXX  score. I then called American Express and attempted to get my limit back to the {$17000.00} as that was my limit before this issue. I also have faithfully paid my American Express bills and do not have any negative issues on my reports. They can see my payment history. Despite all of this they would not change my limit back. They said my credit report still showed the XXXX score. Even though I pulled up my XXXX  report and it showed XXXX. American Express even has a free credit report tool on their website. I looked at it through their website and it showed my XXXX score. So I waited a few days and then repeated the aforementioned process. I did this XXXX. Each attempt was a few days out after they told me they could not fix it. It does not make any sense to me that as of XX/XX/XXXX my XXXX  credit report was accurate at XXXX yet all this time since then it never updated on American Express side??? I even emailed them a copy of my XXXX  credit report. Nothing has been done to fix this. I am being penalized for something that was out of my hands with XXXX. It was not my fault XXXX  mixed our files. I took the steps to get this fixed but American Express wants to ignore my issue. I have been with this company for a long time and always had a good experience with them. Until now. It is not right for them to do what they are doing. They need to put my limit back to where it was before all this stuff happened. It took me XXXX to get my score up to where it is now and it didn't get there through non-payment, negative impact and collection agencies. My report has been clean. I have tried XXXX to reach out to them. All with the same outcome. Its is completely wrong for them to not fix this especially after I've called them on XXXX separate occasions and emailed them my credit report. How is it that their report doesn't show an updated score or that my XXXX  report I emailed them has not been reviewed??? I need this to be looked into. I need my limit back up. Please get back with me as soon as possible. I appreciate anyone taking the time to help me fix this. Thank you.

Company response to consumer: Closed with explanation