topic Re: Amex Confusion: Claims email sent to me is spoof in Credit Cards

Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 18:05:59 GMT

Hi.

Back story: High credit card UTI due to unforeseen events: DH job loss(lost 80K ish income) multiple surgeries for our youngest child, 2 other children in college.Savings depleted prior to using credit. Scores high 700s prior to UTI issues, clean files.

My income situation has since improved. Expect around 200k on 2019 taxes. Paying UTI down as quickly as possible while paying regular household bills. 98% to 67%.( my profile) DH is still around 87%.

Now for the question: prior to joining this forum I hadn't applied for any credit in over 2 years. I mistakenly applied for a few cards this year thinking it would help with the high UTI. Most of my lenders I have a long history with but was still worried about AA. One of the new cards was AMEX ( no prior history with them) They gave me a starter 1k limit with the "credit steps email" For the past 190 days I put Normal household charges on the card and paid off ( large payments several times a month) 7th statement cut and I didn't get the increase. After talking with 3 different Amex representatives 1 chat, 2 phone) they claim the email I was sent doesn't exist and they encourage me to apply for the increase on my own ( 7-10 day message, most likely denial). The representative I spoke with today opens a fraudulent email investigation ( spoof email) and has me forward him the email)

The email is clearly not spoof/fraudulent in my opinion it is like every other Amex email with my name, last five of card #. And, I received it the day I was approved for the account. Has anyone experienced this with Amex? Are they giving me the run around to not grant the increase? I'm highly aware they don't "Owe me" but at the same time I feel I was tricked into giving them swipe fees. Making them money. This email is the only reason. I didn't immediately close the card with a 1k limit.

Thank you.

Re: Amex Confusion: Claims email sent to me is spoof

thornback — Sun, 28 Oct 2018 18:24:06 GMT

What nonsense. That email is certainly not spoof. I recieved the same email when I opened my Amex last year. The problem, it seems, is Amex customer service reps have NO CLUE that such a 'credit steps' type program exists within Amex. I never received my auto-cli after the 5 statements either (though others, as reported in this forum, have). I never bothered to call about it - i assumed I did not get it because my DTI was too high (student loan debt and I was only working part time at the time). I waited till my 9 month mark to request a CLI and was approved for a 2x ($500 to $1000). Then 6 months later, requested another and was approved for 3x ($1K - $3K).

There is no need for them to open a fraud email investigation -- plenty of people have received that credit steps email. I would suggest speaking with a supervisor or underwriter about it.

Also - you were not duped - -the program is real and has worked as described in the email for others -- you can search the forum and find plenty of folks that received their auto cli after the first 5 statements. Just some people don't get it if they still don't qualify in amex's eyes. Also -a 7-10 day pending message isn't necessarily a denial, so try to have a little faith and wait it out. Good luck!

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 18:44:43 GMT

Call back during regular business hours and ask to speak with a supervisor; preferably one U.S. based.

This is what the "credit steps" email looks like. If you read the fine print in the Terms & Conditions section you will see that it can take up to seven months to receive the 2X CLI i.e.180 days or 6 months from first payment, not date of approval or date of first transaction. The number of statements cut so far doesn't matter.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 19:56:23 GMT

tmr,

Thank you for your reply. I agree with you it's complete nonsense. I honestly have a headache after dealing with this.

I'm also sorry to hear you weren't granted the increase as well but congrats on having further success with future CLI's.

I'm aware 7-10 is a guarantee for denial but I was making an assumption based off several members here posting that it was. Another thing that was odd in my conversion with the 2nd representive is I directly asked if that means denial and he replied "Yes". I replied, " So you're telling me I was denied?" And, then he nervously said, it needed further review, wait the 7-10 days. So I felt he spilled beans he shouldn't have.

I will try to wait it out depending on their response tomorrow. The representative today told me they would have more information after I forward the email.

Thanks again

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 20:07:01 GMT

MaizeandBlue,

Thank you for your reply. That is exactly the email I received. And the one Amex is claiming is spoof and doesn't exist.

It may be very well that I jumped the gun too early. Although, other data points suggest otherwise.
1. There is a member in the Amex 3x CLI thread that claims their card graduated the Amex steps in 10/18/18 and they received their email of the 2X increase. They got their card the same time as I did.( same month and approx day)
2. The Amex chat representive told me that all that matters to Amex is that I'm over the 180 days. Although, this may be a bogus data point as he had no awareness of the credit step email.

I will call tomorrow as suggested and see what they come up with now?!!?

Thanks again.

Re: Amex Confusion: Claims email sent to me is spoof

thornback — Sun, 28 Oct 2018 20:40:44 GMT

There is a difference between an auto cli and a customer requested cli. Amex can give an auto cli at their discretion -- but a requested cli, if approved, may only be initiated by the customer every 180 days (if denied, you can request again after 90 days, I believe). Being granted an auto cli has no bearing on when you may request a CLI. So if you're given an auto CLI on day 179, you can still request a cli on day 180.

I wish you the very best of luck during this call tomorrow. Hopefully, you'll get a knowledgeable rep - if not, politely ask for a supervisor.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 21:40:30 GMT

tmr,

Yes, if they truly deny the CLI they encouraged me to apply for I will have to wait 90 days from the denial. To add the representative even commented he can't imagine a denial with my income. Yet, I just shrugged that off because I well aware there isn't much truth to that.

I appreciate the well wishes for tomorrow's phone call. I can only hope something positive might come out this frustrating situation and if not I will just have to move on. Trying to keep my focus on what I have accomplished so far in the last 6 months( lowering my UTI) but I'm indeed a stubborn lady.

You have been very positive and helpful, much appreciated. I will update after I make the call.

PS. Sorry for any typos, I use my phone and I see it has auto corrected a few words in my posts that I didn't catch.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 21:44:55 GMT

@Anonymous wrote:
MaizeandBlue,

Thank you for your reply. That is exactly the email I received. And the one Amex is claiming is spoof and doesn't exist.

It may be very well that I jumped the gun too early. Although, other data points suggest otherwise.
1. There is a member in the Amex 3x CLI thread that claims their card graduated the Amex steps in 10/18/18 and they received their email of the 2X increase. They got their card the same time as I did.( same month and approx day)
2. The Amex chat representive told me that all that matters to Amex is that I'm over the 180 days. Although, this may be a bogus data point as he had no awareness of the credit step email.

I will call tomorrow as suggested and see what they come up with now?!!?

Thanks again.

What "other data points" are you referring to?

I don't rely on what many people here say unless they offer visual evidence; too often memory is unreliable. I opened a card on 8/26 and got a 2X CLI on 2/24...that's 182 days. However, as I pointed in clause (2) of the Terms & Conditions of the email, it could take up to "the end of the sixth month after your first payment."

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 21:48:13 GMT

Even though the OP has a Spoof email investigation open I have found that these large banks are a "right hand doesn't know what the left hand is doing" kind of situation. So while the investigation is happening the OP should wait for the Credit Steps CLI...it may still happen.

My experience with AMEX is patience is a necessity. If they say it will take 7 to 10 business day then it will be done at 11:59:59 GMT on the 10th business day. If Credit Steps increases occur 6 months after the first payment then it will be 11:59:59 GMT of the last day of the 6th month statement cycle that the payment was made.

I agree that you cannot confuse a Credit Steps customer CLI request granted for a Credit Steps increase.

As always - YEMV

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 22:01:50 GMT

I want to point out that you do not have to request the 2X CLI that occurs after 6 months in "credit steps' it occurs automatically.

Also, the CSR erred by telling you that your request is denied. By law, a lender is required to send a Notice of Adverse Action (a denial is adverse action) by mail within 30 days but the normal practice is 7-10 days. He/she should have just said that you would receive a letter in the mail.

Re: Amex Confusion: Claims email sent to me is spoof

thornback — Sun, 28 Oct 2018 21:56:20 GMT

The credit steps auto cli is not gauranteed and does not happen for everyone. My DTI did not change from the time of approval to the time the auto cli was to take place, per t&c (DTI was the reason given for the $500 SL) and I was not granted an auto cli. I waited til I was in my 9th month hoping i would get it. I ended up requesting a cli instead.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 21:56:36 GMT

MaizeandBlue,

I suppose "Data Points" was the wrong thing to say. You're correct to point that out as I cannot prove for a fact that that individual got their CLI on 10/18/18 and also I cannot say my situation will match anyone else's. Your situation at 182 days or the other poster at 180ish days. As the email does not state anything about 180days but it does state the 6 months after payment as you mentioned.

I'm newish here at the forum and still collecting information from the regular posters. Thank You.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 22:13:58 GMT

Watching football so I'm a bit distracted but I just went back and read the first comment. 67% aggregate utilization is quite high and its possible that Amex would be concerned about it so thei system didn't automatically grant a CLI despite the 'credit steps" e-mail.

Re: Amex Confusion: Claims email sent to me is spoof

outofcredit — Sun, 28 Oct 2018 22:30:46 GMT

I do not have any Amex cards but from previous posts I have read it seems that Amex requires you to have a statement balance each of the five months that you are in their "steps" program. I have read where others didn't let any balance report for all the required months (even if it was only $5) and as a result didn't receive their "steps" increase. I may be mis-interpreting the first statement in their email about "having a balance" but thought I'd mention what I have seen in previous posts about their program.

Re: Amex Confusion: Claims email sent to me is spoof

thornback — Sun, 28 Oct 2018 22:36:45 GMT

@outofcredit wrote:
I do not have any Amex cards but from previous posts I have read it seems that Amex requires you to have a statement balance each of the five months that you are in their "steps" program. I have read where others didn't let any balance report for all the required months (even if it was only $5) and as a result didn't receive their "steps" increase. I may be mis-interpreting the first statement in their email about "having a balance" but thought I'd mention what I have seen in previous posts about their program.

You're absolutely correct - having a statement balance for each month of credit steps is part of the terms. However-- I read some posts where folks said they did not follow the 'rules' and still received their auto cli. I followed the 'rules' every month and did not receive an auto cli. So... hard to say whether or not a statement balance makes or breaks your chances.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 22:42:06 GMT

MaizeandBlue,

No worries, it is Sunday ( probably not the best posting day) lol.

That's quite possible the 67% spooked them. I suppose I was hoping I would have a better internal score with them due to charging normal household purchases and making large payments several times a month. I also have a thick, clean file, with scores back in the 700's and decent income. Again, I understand this does not guarantee they would look past my high UTI with other lenders or that they owe me the credit steps CLI. I just want someone from AMEX to tell me that. Not give me the run around and say I got a spoof email, etc.

If they give me the answer that I was denied, I will move on. And, forget Amex... and keep working on my UTI. I can't honestly say I will impressed with their business practices after, as seems to me a tactic to get people to put high use on their cards. But all in all, I hope this isn't the case with them because I hear people mention how great they are. And, I was hoping they would replace one or two of my lenders.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 22:42:10 GMT

I never carried a balance when I was in "credit steps"...I paid down the balance to zero on statement close date (i.e. paid of the balance 25 days before it was due) and I got the 2X CLI anyway. As pointed out earlier the 67% aggregate utilization could be a problem.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Sun, 28 Oct 2018 22:52:33 GMT

Outofcredit,

Thank you for your reply. In my particular case, I did follow the steps exactly. I charged items that I would have normally purchased and made several monthly payments. I left a balance to post to the statement monthly and paid that and repeat the process for the next month.

Re: Amex Confusion: Claims email sent to me is spoof

UncleB — Mon, 29 Oct 2018 02:02:43 GMT

@Anonymous wrote:
MaizeandBlue,

Thank you for your reply. That is exactly the email I received. And the one Amex is claiming is spoof and doesn't exist.

It may be very well that I jumped the gun too early. Although, other data points suggest otherwise.
1. There is a member in the Amex 3x CLI thread that claims their card graduated the Amex steps in 10/18/18 and they received their email of the 2X increase. They got their card the same time as I did.( same month and approx day)
2. The Amex chat representive told me that all that matters to Amex is that I'm over the 180 days. Although, this may be a bogus data point as he had no awareness of the credit step email.

I will call tomorrow as suggested and see what they come up with now?!!?

Thanks again.

The input from the other members has been sound.

I'll only add that if you contact Amex again about this situation do not use the word "steps"... they will likely have no idea what you are talking about and it will only confuse matters.

We use the word "steps" on here to describe the Amex program since many/most of us are familiar with Capital One, and that's what Capital One calls their graduated CLI program. If you happen to get a US-based Amex rep who is familiar with Capital One they might (?) understand the reference, but if you get an overseas rep it will likely only confuse matters.

Re: Amex Confusion: Claims email sent to me is spoof

Anonymous — Tue, 30 Oct 2018 02:28:43 GMT

Update:

Spoke with a supervisor today at Amex in the credit increase department ( reached-after several transfers). He was one of the rudest individuals I have ever spoke with in my entire life. I was polite and easy going until.... he persisted to tell me that the email did not exist and if did exist it was only marketing and not specifically meant for me. I told him I disagree that is true and I have heard of several people who have completed the offer ( you guys/gals at Myfico...not mentioned).

He told me I'm declined for any increase because I have excessive credit card use and low score with them. ( This was said in a nasty tone) and he went on to ask if I would like him to read through the reasons I have bad credit. I suppose he is referring to my overall UTI of 67% because "bad" is the wrong word for my file. My scores are over 700+ my fico, thick file, and clean. With Amex I made several charges monthly and made large payments several times a month, paid $1500.00 + with a $1000.00 line. Always early. I told him to close the account, I no longer want to do business with them.

I was transferred to customer service where the invidual was much more respectful. The representative asked me to give them 2 weeks to investigate and offered a small credit for my trouble. He had me read the email and provide the number on the bottom. Regardless of the outcome, I feel I cannot trust Amex anymore after this.

Thank you to all of you who replied and offered advice, I wish you better luck with Amex.