You’ve stated that you are dissatisfied with the handling of the Account, XXX was approved for
the card on 26 May 2025, however he was faced with declined transactions on 30 May. He
contacted our customer service team, but they were unable to assist.
Our Response
We sincerely apologise for any dissatisfaction caused; we thank you for your feedback which is both
welcomed and appreciated. We are continually seeking to identify areas for improvement and ways
in which we can enhance the service we provide, and customer feedback is an integral means
through which we can achieve this.
We would like to advise that there was no block placed on the account, the card operates with no
pre-set spending limit; however, this does not mean unlimited spending. Purchases are approved
based on a variety of factors, including current spending patterns, payment history, credit records,
and financial resources known to us.
As a responsible credit provider, American Express will determine a comfortable level of spend
based on a Card Member’s ability to meet repayments on their Card. We need to ensure that the
products and credit we offer are suitable to the individual’s needs and financial capacity.
Ms. Wells should any charge activity exceed that of normal spending and repayment habits shown
on the account during a 12-month period, transactions may be declined. Our systems may also
trigger a review of the Account. During this process, a hold may be placed on the Account and Card
Members may be asked to either provide financial documentation or make an immediate partial/full
payment to reduce the outstanding balance on the Account before any further charges may be
accepted.
Please note if you wish to spend more than usual, we may be able to arrange this, provided we are
contacted beforehand. Where possible, we increase your ability to spend with American Express
by setting up your purchasing level based on your financial position (supported by documentation)
and purchasing needs.
If you need any further assistance related to support on your card, please reach out to our Credit
department on 1300 133 032, Monday to Friday, 8am to 6pm AEST, to discuss this further.
Outcome
In reviewing this matter, we have found no error in the handling of the account, however, in the
interest of resolving this matter we are offering a one-off of $200.00 for the inconvenience. Our offer
is purely a gesture of goodwill and should not be seen to set or infer any precedent for any future
claims you may have.