Consumer complaint received 2021-09-16
Company: AMERICAN EXPRESS COMPANY
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Sent card you never applied for

Complaint:
On XX/XX/XXXX, of 2021, I decided to start an application for the AmEx Gold credit card and went through the application process to apply. On the final page, I received a message stating that I would not be eligible for the advertised bonus on the card : you are not eligible to receive the welcome offer. We have not yet performed a credit check. Would you still like to proceed? 
I chose to click the Cancel Application option to avoid the credit inquiry, as I would not be eligible for the cards spending bonus. 
However, at XXXX on the XXXX, I received an email stating that my application had been approved, even though I chose to cancel the application before the final submittal. Soon after this, I engaged with a representative via the chat service on the AmEx website, and they cancelled the card. I had explained I didn't finish the application. I received the email for the cards cancellation at XXXX on XX/XX/2021. That same day on the XXXX, I surprisingly received an email stating that the card was ready to ship. 
The Amex Gold card arrived on XX/XX/2021. The last status update on XXXX was in early XX/XX/2021, with the balance updated on XX/XX/2021. At this point in time, I realized that it showed up as a closed account on XXXX. My credit score was subsequently negatively impacted by this new account. The card was reported in a closed status to all credit bureaus. The same day, I proceeded to open an investigation with American Express about the issue. The representative who opened it told me it could be 6-8 weeks before they reach a decision, but more than likely it would be closer to two weeks before I heard an update. 
Today ( XX/XX/2021 ), I called American Express because they had not updated me on the status of the investigation. When I called American Express, I spoke to their customer care center ; but the representative stated they couldn't access all the information. They did, however, note that they saw the status as resolved but and they way it was read it sounded like it was indeed a glitch on American Express 's site. I was transferred to the credit bureau department after. When I spoke to them, they insisted on documentation or notes that there had been resolution to proceed with removal from bureaus. 
They proceeded to send me back to customer care. I explained my situation again and they saw notes on there that the previous agent made. I was then told they would transfer me to the credit bureau department, but when the woman came back, she said I was being transferred to New Accounts. I hung up and hoped to get another person in Customer Care. I yet again, explained my situation and then I was told they would contact the correct department. 
Throughout that instance, I learned that I would need to talk to someone from the Fraud department because they thought someone else applied for the credit card. I re-explained the situation to the customer care department, and they confirmed that I still would have to speak with Fraud. I clearly reiterated that this was not a matter of someone else applying for the card and that I truly didn't apply for this credit card. 
They transferred me to the Credit Bureau department yet again. In my final conversation, I was told that the case was closed on XX/XX/2021. I was then told that it was not an error on American Express 's end. This was a contradiction to what previous representatives that I spoke to told me. They said they were not allowed to remove the account, and this ended my last communication with AmEx on XX/XX/2021.

Company response to consumer: Closed with explanation