Complain about a product or service

American Express

"Account Review"

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Brenda of Astoria NY (9/30/03):
I have been an American Express user for over 14 years. First with a Corporate card provided by my employer then again with a personal blue card. Since the day I received the card I have paid my bills in full and on time, never missing a payment.

A few days ago I received a call from the Financial Review Team at American Express. The woman I spoke to told me that unless I send them 3 months of bank records and a copy of my W2 form they will cancel my card. They also told me that if my card were canceled it would go on my personal credit record. Can you believe it, I have worked so hard to establish a good credit record and they are threatening to destroy it.

I told them I could not understand why they were asking this of me since I have been such a good customer. They told me this is a new policy and they put my card on hold. I cannot believe it. I always pay my bills why would they put it on hold for no apparent reason. I called and spoke to several different people and all said the same thing. Your card is on hold until we receive your information. I was reluctant to send it in but then faxed over a W2 form. they told me it will take up to 7 days to review. Meantime I can't use my card.

How dare they do this and get away with it? I don't think they have a right to ask for such personal information. If I give them my employer and salary that should be enough. what business is it of theirs what accounts and how much money I have. I could understand it if I were a bad customer but I have a perfect record with them. They told me that this new proceedure started in 2000 and they have to request this of all their customers. they said it's taking a long time but eventually they will ask this of everyone.

I have filed an official complaint with American Express which I sent by registered mail. This whole experience has been terrible. I am in the process of buying a new home and can't afford to have any problems with my credit. This has caused such stress for me. Not to mention that I tried to purchase something and was told that my card was on hold. I was embarrassed and I'm outraged.

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