American Express Complaint - Letter to CEO
Let me start off by stating how displeased I am with American Express. I have been a loyal card member for several years now. I have always paid my bill on time and usually pay more than what is due. I went online today to pay my bill and noticed that both of my accounts have had a credit limit reduction. I called and spoke with Andre Towns; he explained that due to abnormally high credit card usage, American Express has decided to lower my credit limit. Mr. Towns stated that beginning in April of this year my credit card use has doubled. I explained to him that my father passed away and I used my Amex card for an emergency situation to pay for a flight to Thailand, my father's hospital expenses and then pay for funeral services and also had to use other cards to fly my father's remains back to the United States. This all occurred over a 2 month period due to the fact that it is not easy to ship human remains back into the country and having to wait for availability at Arlington National Cemetery.
I explained to Mr. Towns that I had to use all cards to pay for this and Hotel rooms in Arlington and that I intentionally spread the fees over several cards so no one card would be maxed out. He then stated that he was "sorry" for my loss but the decision would not be reversed. Mr. Towns stated that American Express could not afford in this economy to take a risk on someone defaulting, especially with someone who chooses not to use their credit wisely. I explained to him that I have been a member for years and have never once defaulted; I in fact usually pay more than the minimum due. I am never late on any payments for any card. He said the decision was actually based on my credit report. I told him he needs to look at my report beyond the number because it will fluctuate due to usage but my payments are never late! I in fact have a blue card with Amex that has a zero balance and IF I "chose not to use my credit wisely" this card would be maxed out. Mr. Towns stated that he had the authority to reverse the decision but even with the facts presented he stated he would not because Amex could not risk default. I attempted to explain again that my credit usage was not abnormally high before my father's death and not high after his funeral in June. I in fact used it on Saturday for a high purchase ($950) to purchase a laptop for work but other than that hardly at all.
I actually pay a fee for this card and can easily transfer this balance to another card(s). American Express is not the most user friendly card to have. Many merchants will not accept it; trust me I know firsthand because I had to call 5 funeral homes before I found one that would take the card. Given the fact that I do pay a fee for this card and I do pay all my bills on time every month I am asking that the decision to reduce my line of credit be reversed on both my Amex cards. Mr. Towns stated that Amex could not risk me losing my job due to the economy. I stated that that has nothing to do with my history with Amex and that I am in the medical field as a Nurse Practitioner and am at no risk of ever losing my job! He then stated that I could get sick and not be able to work. I then explained that that is why I have insurance. To me, it seems that Mr. Towns is grasping for a reason.
It has been hard enough dealing with the government, the Veterans Administration and the various agencies concerning the passing of my father. I never thought American Express would turn their back on me
I always thought that American Express would always be there for me in emergency situations and was a company that had compassion and understanding for individual card members. This is obviously not the case. I am not asking for more than I had, just to be reinstated to my original credit limits. All I am asking is that Amex be as loyal to me as I am to them
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