Consumer complaint received 2018-12-15
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
In a letter dated XX/XX/XXXX American Express stated the following reason ( s ) for their decision to close my accounts. 
My FICO score as provided by XXXX. 
A recent payment made to American Express was returned unpaid by my financial institution. 
Based on my credit report, I am or have been past due with other creditors. 
Our assessment of your total revolving balances on American Express and other credit cards as indicated by your consumer credit report. 
Prior to receiving this letter and many times subsequently to this letter being provided, American Express was notified every reason used in AMEXs decision to close my account ( s ) were fraudulent. The data used by AMEX was the result of identity theft and another banks violation of many consumer protection laws. American Express was promptly informed of this fraudulent information which they were using and requested I have it corrected and / or provide evidence and the corrected updated information. I promptly complied with this request and began working with he credit reporting agencies. The Credit Reporting agencies only removed the fraudulent data after the bank reporting the inaccurate and fraudulent data was left with no choice but to comply with the fair billing practices act. At which time provided a letter to both myself and the CRAs stating I was not held responsible for the massive debt and negative data being reported by them. This process took quite some time, but I kept AMEX up to date through the entire process. To support my claim and correct he fraudulent information being used by AMEX in their decisions I provided AMEX with Documents Validating my identity A copy of request to have the fraudulent information removed by the CRAs. 
A copy of my FTC Identity Theft Affidavit A copy of the FCRA 605B ( 15 U.S.C. 1681c-2 ) Copy of a letter from XXXX stating I am not liable for fraudulent transactions. 
Copy of most recent XXXX Credit Report where fraudulent information has begun successfully being removed after being investigated. 
o Fraudulent and newly updated Information is highlighted My last correct account statement received. 
A copy of my official complaint to the FDIC A copy of my initial complaint filed with the Comptroller of Currency A copy of my FTC Complaint Copy of the Email thread proving XXXX was in receipt of my ID Theft Report and dispute Bank Statements showing income deposited and ability to pay. 
Yet despite the overwhelming evidence proving the data being utilized by AMEX to be incorrect and fraudulent, AMEX has continued to use that data and maintained its position to close my accounts and confiscate roughly {$1500.00} worth of AMEX reward points I had saved up. After the accounts being cancelled and points taken, I paid off my AMEX blue card completely, and the balance on my platinum card except for the charges under dispute, which were never properly handled by XXXX, and the value of the reward points I Had earned. On multiple occasions I was informed by AMEX, and AMEX debt collectors as soon as the account was brought current, I would be able to utilize my AMEX reward points Id earned and apply them to the bill. I did this multiple time, but was never given access to any of my confiscated rewards points. AMEX states they have no record of such a discussion, yet I request AMEX go review the conversations I had with their representative XXXX XXXX, who was attempting to collect the debt being disputed. After he was informed the debt was in dispute, he reconnected me with the dispute department who resubmitted the disputed transactions which were not handled properly, and I had never been supplied with evidence as to why I owed the disputed amounts. The redisposed transactions were closed out almost as quickly as they were reopened however. AMEX has failed to meet its commitments and confiscated a large value of reward points I earned refusing to return or even transfer them to associated partners. 
I previously submitted CFPB Complaint XXXX on XX/XX/XXXX. On XX/XX/XXXX American Express replied stating they were unable to locate the certified document sent on XX/XX/XXXX referenced in my correspondence. This makes no sense, as not only did originally begin submitting the document on XX/XX/XXXX. I submitted the document by certified mail, the American Express Document upload site and faxed the documents in question. I called in a week after having submitted these documents and was informed they had been received and would be reviewed. Furthermore, in the reply to CFPB Complaint XXXX, AMEX states yet again they have not received the referenced documentation. However, the referenced documentation is even attached to the complaint forwarded to AMEX by the FCPB. So Im confused as to how it was never received if at the very least Complaint XXXX has the documents attached directly.

Company response to consumer: Closed with explanation