Credit card or prepaid card -- Other features, terms, or problems -- Complaint #4474998

Complaint Overview

Complaint ID: 4474998

Company: American Express Company

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Other problem

State: Texas

ZIP Code: 75032

Date Received: 2021-06-19T12:00:00-05:00

Date Sent to Company: 2021-06-19T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2021 I was alerted via email by American Express that my credit limit on my AMEX Hilton card had been reduced from {$25000.00} to {$8000.00} which was just above my balance. I was shocked to read the secure message from American Express stating that the adverse action was due to my FICO score being XXXX. I do not have anything negative on my credit reports. I immediately pulled my FICO scores from both XXXX as well as XXXX. These are true FICO scores. My XXXX fico score is XXXX. I have attached proof of this to this complaint. I contacted XXXX and spoke with a supervisor and she also confirmed that there was nothing negative on my credit report. She also stated that XXXX did not do a soft account review inquiry on XXXX XXXX which is the date American Express states they performed the review that resulted in the credit limit decrease. There is nothing to dispute with XXXX, as the report is 100 percent accurate, including personal information, social security number and address. I spoke with multiple reps at American Express and was told that if I paid {$1800.00}, they would restore my Hitlon Amex limit of {$25000.00}. I have no problem with this, however it does not address the issue of American Express stating my credit score is XXXX. On XX/XX/XXXX, I used my American Express XXXX XXXX card and immediately received an email from AMEX stating that they had reduced this card from {$35000.00} to {$1000.00}. Of course, the same letter was attached via secure message as with Hilton, referring to the severely inaccurate XXXX FICO score. I called a CSR and was told to submit my FICO score via fax and they would consider reinstating my credit limit. My concern goes way beyond just restoring my credit limits. I want to know why and how American Express got the false information that my credit score is so low when it is not. The only thing I can think of is that I am an additional cardholder ( authorized user ) on a family member 's AMEX card that has the same last name as mine. I have been an additional card holder for close to 20 years without an issue. This family member is in good standing with AMEX but does have credit issues. They have stated that on THEIR Amex account page, their FICO shows as XXXX. I do not believe this is a coincidence. It is my belief that their FICO score was updated to my individual American Express account during an account review of their account. It really is the only explanation. I have a job where I have to maintain a good credit score. I take clients to business meeting dinners and would be humiliated to have my credit card declined due to false credit information. I am also preparing to refinance my mortgage. I have been stressed beyond belief and appreciate your help with this. I would like to use my American Express card with confidence again.

Frequently Asked Questions

Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

Related Pages

• American Express Company Company Profile
• Credit card or prepaid card Complaints
• Other features, terms, or problems Complaints
• Texas Complaints
• Company Rankings
• Company Directory
• Search Complaints