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 Good customer treated like dirt by Amex!
Posted Thu July 27, 2006, by Samantha M. written to American Express Credit Cards
Write a Letter to this Company | Rate this Company
I am a current Amex Blue and Amex Delta Skymiles Gold customer. I got both cards back in January of 2006 with generous credit lines. I have paid in full every month on the Delta card and paid down far more than the minimum due on my Blue every month as well.
Back in April, I noticed that Amex had pulled my Experian report for an AR. I called in to speak with someone in the credit department worried because I am currently suing Experian for reporting derogatory accounts that do not belong to me. After months of trying myself to rid my report of them, I had to hire an attorney to work with me. Worried about the inquiry on my report, I called in to make sure it wasn't going to affect my status with Amex. Sure enough, they told me that there would be no adverse affect due to my good standing as a customer. As long as I paid on time, I wouldn't have any credit line decreases or closure of accounts. I had even offered to send in documentation of my court cases and updated reports from Equifax and TransUnion PROVING those accounts were not mine and did not reflect on my other two credit reports. THey told me it wasn't necessary.
Last week, I went onto my Amex account page online to pay my bill and was stunned! My Credit lines were SIGNIFICANTLY decreased!! My Blue card was decreased so drastically, it puts me at almost 100% utilization!!!
I immediately called in and spoke to a CSR who transferred me to the department who handles credit line decreases. They said it was because of what the Experian report had on it. I explained the situation, offered to send the documentation and told them they can pull EQ or TU ...or I'd send in updated reports if they'd like, directly from the credit reporting agencies themselves. I was told no, there was nothing they could do, they had to go by what Experian gave them. I was and AM in complete shock of how I am being treated over this matter. I have credit scores that were good enough to GET the cards and because of this massive error with Experian (that I am DOING something about by suing them), I lose my status? There is something seriously wrong with this!
I would like my credit lines re-established immediately! Having just had a baby 4 weeks ago, that money was our emergency credit in case of an emergency with the baby.
I have to say, I couldn't be more disappointed with the treatment I have received on this matter. I thought so very highly of American Express before this and now, not so much.
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by Samantha Murphy Posted Sat August 12, 2006 @ 5:19 PM
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NOt much to really update other than the fact that AMerican Express is
losing a customer.
No one has helped me and calls all week to the contact at the
executive office have gone unanswered.
What a disgusting way to treat customers.
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by Samantha Murphy Posted Wed August 2, 2006 @ 11:52 AM
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Well, after finally tracking down the credit supervisor who was
"helping" me, I was told that they WILL NOT reinstate my credit lines.
Even after I faxed them proof that I was suing Experian AND 2 updated
credit reports (that I purchased online for them) from TransUnion and
Equifax which CLEARLY show that none of those accounts are on there.
They said they consider the Experian credit report to be accurate
until those items are removed. They said that different areas of the
country report differently to each credit reporting agency and that
those 6 derogatory accounts might just not be reporting to Equifax and
Transunion but are accurate on experian.
I am even more disgusted by the treatment I've been given now than I
was before. American Express is going to cost me a ton of money
because I will most likely get ratejacked by my other creditors
because of the utilization I now show and my credit scores are going
to suffer when these report for the month.
As a result, I am planning on closing my accounts as soon as they are
paid off. I refuse to give this company another red cent of interest
after this treatment.
Its bad enough to have to be going through court cases with Experian
after just having a baby (and while I was pregnant)...I really didn't
deserve this garbage from Amex.
Talk about adding insult to injury.
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by JPohio Posted Sat July 29, 2006 @ 10:04 AM
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Samantha, I had a very similar experience with American Express
recently. My credit limit with Amex was reduced significantly due to
an item on the Experian credit report, which is currently in dispute.
I too have a good credit history with Amex, dating back several years,
so I was disappointed by their actions. I did contact Amex by phone
and mail, providing an explanation and supporting documnetation
regarding the dispute with Experian. My account is now under review,
but no resolution yet. Best of luck with this. Please keep us posted
on how things turn out.
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by Samantha Murphy Posted Sat July 29, 2006 @ 12:37 AM
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Thanks for the replies!
I did speak to someone in the Executive offices today (she called me
in response to this letter). She was very nice and told me that she
spoke to a supervisor in the credit department. She gave me his info,
I spoke to him and faxed over the documents I had offered to fax
earlier. He called to confirm their receipt and said that he doesn't
have the final say, his boss does, but that his boss usually just
takes his word on things.
So, I'll sit and wait. I am supposed to hear back from him on Monday
afternoon.
I'll update this accordingly.
Samantha M.
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Perhaps draft a letter and include the documents that AmEx insisted it
didn't need.
Good luck! AmEx dropped the ball this time!
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by Patrick Ryan Posted Fri July 28, 2006 @ 7:13 AM
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As Bill R stated, your issue is with Experian, HOWEVER, your issue is
ALSO with American Express, since they are aware of the suit against
Experian, are aware that the information on that report is inaccurate,
and decided to use that report anyway.
Experian (and all of the other CRAs for that matter), are well known
for having inaccurate information on the reports they generate for
consumers, and it's also well known how difficult it is to convince
them to comply with the laws governing their industry.
Hopefully American Express will realize their error, and correct it
quickly. Fortunately, American Express is a great company in most
respects, and DO value customers. I would hope that they value your
business as well.
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