topic Re: AMEX CLD in Credit Cards

AMEX CLD

victornewman — Fri, 18 Jun 2021 12:55:52 GMT

So I received an email a few days ago from AMEX telling me that they had CLD one of my cards from 30k to 10k as well as a link to a secure message detailing the reasons. The secure message said that my CLD occured due to my credit score being 604 and my EXP file having serious deliquencies, etc. I freaked out to say the least. I went and pulled a fresh report from myfico as well as experian. Credit scores 802, 812 and 806. No deliquences, nothing negative and low DTI. I have another AMEX with a 30k limit and that limit was not decreased.

I called Amex CS twice and they really did not know how to handle the situation at all. Both just wanted to read the generated letter about my bogus 604 credit score. This truly is an odd situation to say the least. I filed a CFPB complaint against them on Tuesday and am waiting to see if I hear anything back. I'm getting nowhere with regular customer service. If they don't restore the limit, i can live with that. However, do not send me a message telling me my credit score has tanked when it could not be further from the truth.

Re: AMEX CLD

babygirl1256 — Fri, 18 Jun 2021 13:11:31 GMT

Greetings victornewman ~ I'm sorry that this has happened to you -and- CS has failed to assist you. However, since you have filed a CFPB complaint against them, I'm sure someone from AmEx's Escalation Team will contact you. Wishing you success in resolving this issue and having your account CL restored!!!

Re: AMEX CLD

jcooks — Fri, 18 Jun 2021 13:11:53 GMT

Whoa, that's crazy. I'm sure it's some sort of mix up. I just find it wild that a CSR at Amex is able to do anything about it. Have they offered to escalate this to a higher up?

Re: AMEX CLD

Ficoproblems247 — Fri, 18 Jun 2021 21:37:20 GMT

What does your EX score say according to the AMEX website/app?

Re: AMEX CLD

victornewman — Fri, 18 Jun 2021 23:14:01 GMT

On the Amex site it says 604! **bleep**! I just got off the phone with Experian again and they confirmed absolutely nothing negative on my credit report. Over 800 score. I have credit monitoring with Experian, EFX and TU as well as myfico. I am alerted to every single change on my credit reports. How in the hell is AMEX showing a 604 FICO on their website for me? This is beyond crazy. I have now spoken to 6 CSR's at Amex and one supervisor and nobody knows what to do or how to handle this. The Experian rep was baffled as to why Amex has the wrong score for me. The only explanation is they got someone else's credit info mixed with mine during their monthly review. How often does Amex update FICO on their website? I never have had the need to look at my FICO score on Amex... until now. I've got another high limit Amex that is probably going to have a CLD soon if this is not fixed.

Re: AMEX CLD

spiritcraft1 — Fri, 18 Jun 2021 23:18:13 GMT

FUBAR, I say. Good luck with this. I would have heart palpitations. It is obviously an issue with AMEX.

Re: AMEX CLD

ChargedUp — Fri, 18 Jun 2021 23:26:02 GMT

While you were on the phone with Experian, did you ask them if Amex had SP'd your file on the date that Amex is saying your score was 604? If there's no SP on your file, they pulled someone elses file. Have you confirmed all your identifiers (SSN, ID#, etc.) is correct with Amex?

If Amex has all your info correct, I would escalate to a supervisor and request they SP your reports again and see what they get.

One other thing to check is to make sure your SSN isn't crossed with another credit file that's been fraudulently created. Experian *should've* caught that if it was the case, but something is seriously crossed up.

Re: AMEX CLD

victornewman — Fri, 18 Jun 2021 23:33:45 GMT

@spiritcraft1 wrote:
FUBAR, I say. Good luck with this. I would have heart palpitations. It is obviously an issue with AMEX.

I already have a heart condition and actually did have heart palpitations when I got the CLD email. LOL. i just wish I had a good contact at Amex to get this serious error corrected. Their CSR's and supervisors are nice but they are absolutely no help at all.

Re: AMEX CLD

victornewman — Fri, 18 Jun 2021 23:36:33 GMT

@ChargedUp wrote:
While you were on the phone with Experian, did you ask them if Amex had SP'd your file on the date that Amex is saying your score was 604? If there's no SP on your file, they pulled someone elses file. Have you confirmed all your identifiers (SSN, ID#, etc.) is correct with Amex?

If Amex has all your info correct, I would escalate to a supervisor and request they SP your reports again and see what they get.

One other thing to check is to make sure your SSN isn't crossed with another credit file that's been fraudulently created. Experian *should've* caught that if it was the case, but something is seriously crossed up.

I didn't even think of all of this but THANK YOU! There is no way the soft pulled MY report and got this low score for me. Something seriously fishy is going on.

Re: AMEX CLD

victornewman — Sat, 19 Jun 2021 00:05:33 GMT

@ChargedUp wrote:
While you were on the phone with Experian, did you ask them if Amex had SP'd your file on the date that Amex is saying your score was 604? If there's no SP on your file, they pulled someone elses file. Have you confirmed all your identifiers (SSN, ID#, etc.) is correct with Amex?

If Amex has all your info correct, I would escalate to a supervisor and request they SP your reports again and see what they get.

One other thing to check is to make sure your SSN isn't crossed with another credit file that's been fraudulently created. Experian *should've* caught that if it was the case, but something is seriously crossed up.

BINGO! Experian is sending me a hard copy of my report that lists all the soft inquires. They said that the last account review inquiry was FIVE days prior to the date that AMEX is stating in their letter. So they definitely did NOT pull my credit info. Experian also verified that I have only my name, my social and my address. Nothing is fishy on Experian's side. I also keep my reports locked. This is just all so odd. I filed a CFPB complaint just to try to get it escalated to someone that is helpful however if anyone has a contact, address, etc., I would appreciate it

Re: AMEX CLD

ChargedUp — Sat, 19 Jun 2021 05:31:41 GMT

I just checked my own score on Amex and it's correct.

There's got to be a number transposed or off someplace that's got them getting a SP of someone else's CR instead of your own. Get a supervisor and tell them your ID, SSN, etc. and make certain it's all correct.) If this doesn't solve things, I'd shoot a letter off to Amex EO via overnight (and charge it to your Amex card. In the letter, ask them to credit the cost ) Enclose a current copy of your Experian report and tell them to SP your report with the correct info to back up the validity. Not that they usually use them, but Amex *can* SP other CRA's as well. You could ask them to verify the info against TU or EQ also.

Re: AMEX CLD

victornewman — Sat, 19 Jun 2021 05:32:29 GMT

@ChargedUp wrote:
I just checked my own score on Amex and it's correct.

There's got to be a number transposed or off someplace that's got them getting a SP of someone else's CR instead of your own. Get a supervisor and tell them your ID, SSN, etc. and make certain it's all correct.) If this doesn't solve things, I'd shoot a letter off to Amex EO via overnight (and charge it to your Amex card. In the letter, ask them to credit the cost ) Enclose a current copy of your Experian report and tell them to SP your report with the correct info to back up the validity. Not that they usually use them, but Amex *can* SP other CRA's as well. You could ask them to verify the info against TU or EQ also.

I just had a supervisor at Amex verify that they have my correct social, date of birth and address. I asked multiple times if they would please pull my credit to see that my score is not 602 but they would not. They truly are no help at all. They did give me the number for the credit bureau division for Amex but they are closed until Monday. I will google Amex executive office to get their address. Thanks so much for your advice.

Re: AMEX CLD

Ficoproblems247 — Sat, 19 Jun 2021 01:25:07 GMT

One thing that may make you feel a little better is that AMEX is known for being able to reverse decisions such as a CLD. Though I've not ever read about a situation like yours, there are plenty of DPs out there of folks that have had their limits lowered due to complete lack of usage, and are able to get them reinstated to their original high limits with just a simple phone call. I'm sure you'll have to pull some stings, but I would suspect as soon as someone at AMEX is able to confirm that they have inaccurate information for you, they should be able to promptly restore your original limits. They are not nearly as bound to automated computer decisions as a company like Cap1. With AMEX, it seems that a rational human employee is often able to "fix" certain situations under their own authority when warranted. I'm really sorry you have to go through this! Keep us all in the loop as to how it all pans out. We are all rooting for your success!

Re: AMEX CLD

OmarGB9 — Sat, 19 Jun 2021 05:33:02 GMT

@victornewman wrote:
@ChargedUp wrote:
I just checked my own score on Amex and it's correct.

There's got to be a number transposed or off someplace that's got them getting a SP of someone else's CR instead of your own. Get a supervisor and tell them your ID, SSN, etc. and make certain it's all correct.) If this doesn't solve things, I'd shoot a letter off to Amex EO via overnight (and charge it to your Amex card. In the letter, ask them to credit the cost ) Enclose a current copy of your Experian report and tell them to SP your report with the correct info to back up the validity. Not that they usually use them, but Amex *can* SP other CRA's as well. You could ask them to verify the info against TU or EQ also.
I just had a supervisor at Amex verify that they have my correct social, date of birth and address. I asked multiple times if they would please pull my credit to see that my score is not 602 but they would not. They truly are no help at all. They did give me the number for the credit bureau division for Amex but they are closed until Monday. I will google Amex executive office to get their address. Thanks so much for your advice.

Hope it all works out! Keep us posted!

Re: AMEX CLD

MyFault — Sat, 19 Jun 2021 03:59:47 GMT

Following. I hope you get this worked out!

Re: AMEX CLD

babygirl1256 — Sat, 19 Jun 2021 04:18:52 GMT

Greetings victornewman ~ I just sent you a private message with the Group President, Global CS' contact information. Please feel free to E-mail him and kindly advise him of the back-and-forth with his team and no resolution. I am sure he will assign it to someone on his Escalations Team . . . Hope it helps in resolving your issue.

Re: AMEX CLD

LawStudentCivilis — Sat, 19 Jun 2021 13:55:26 GMT

I have a number for the American Express Credit Bureau Reporting Team, not sure if it will be helpful for your specific situation: 800-874-2717. I hope this is straightened out quickly.

Re: AMEX CLD

sauciefarr — Mon, 21 Jun 2021 02:19:05 GMT

@victornewman wrote:
So I received an email a few days ago from AMEX telling me that they had CLD one of my cards from 30k to 10k as well as a link to a secure message detailing the reasons. The secure message said that my CLD occured due to my credit score being 604 and my EXP file having serious deliquencies, etc. I freaked out to say the least. I went and pulled a fresh report from myfico as well as experian. Credit scores 802, 812 and 806. No deliquences, nothing negative and low DTI. I have another AMEX with a 30k limit and that limit was not decreased.

I called Amex CS twice and they really did not know how to handle the situation at all. Both just wanted to read the generated letter about my bogus 604 credit score. This truly is an odd situation to say the least. I filed a CFPB complaint against them on Tuesday and am waiting to see if I hear anything back. I'm getting nowhere with regular customer service. If they don't restore the limit, i can live with that. However, do not send me a message telling me my credit score has tanked when it could not be further from the truth.

As strange as this may sound, my cousin is a banker. He says they have someone who checks social media all day long to make sure there are no disgruntled customers because it spreads like wildfire! Perhaps, if there is an AMEX Facebook page, you could put something on there. I imagine you would get a response pretty quickly --- they don't want something like this freaking out their customers thinking they are pulling incorrect credit reports.

Actually, I just looked on Facebook. They seem to respond pretty quickly from what I can see. You wouldn't have to get super specific, but just provide enough information to get them hopping....

https://www.facebook.com/AmericanExpressUS

Re: AMEX CLD

FancyFico123 — Tue, 22 Jun 2021 15:31:34 GMT

This is awful! I haven't heard of this happening- please keep us posted!

Re: AMEX CLD

victornewman — Tue, 22 Jun 2021 21:23:39 GMT

This has been such an incredibly stressful situation. Amex is blaming Experian and Experian is blaming Amex. But ultimately it is Amex that needs to step up and provide a hell of a lot better customer service than I have experienced thus far. I have spoken with close to 20 reps and supervisors in various departments. I have faxed my credit reports from myFICO and Experian as requested by Amex and am still getting nowhere. They have cut the limits on all my cards now. I have every credit monitoring service known to man and am quite obsessive about maintaining excellent credit as it is a requirment for my job. There is nothing worse than being accused of something that you are innocent of.... I work my butt off, pay my bills on time and take pride in having excellent credit. I see why people can get emotional on these boards sometimes because utlimately, this is my reputation they are irresponisbly damaging.

And seriously... if it was Experian giving Amex false information on an account review, they would also be giving the same info to every other bank that does account reviews on Experian every month. This is an Amex issue. I agree with a previous post, I may need to take this to social media. My calls are not doing anything.