Consumer complaint received 2021-10-01
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
On XX/XX/XXXX I received two emails from American Express. One telling me that my card was on its way and the second to thank me for speaking to them. I had not requested a card nor had I spoken to them. Given that Ive been a member of American Express since 1980 with fairly consistent contact information, it was very unsettling to receive this. Considering that the fraudster had ordered the card be sent to a motel in XXXX, CA. I have always lived on the XXXX XXXX and have no connection whatsoever to XXXX, CA or its environs. 
I immediately called American Express to notify them of this fraudulent act. Given that my card was now no longer active, I had make arrangements to receive a new card. 
On XX/XX/XXXX the fraudulently attained American Express card was received in XXXX, CA, however inactive. That same day the fraudster was able to request a second card. This time a residence at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, CA XXXX. 
As a result, my replacement card arrived also invalidated. 
On or about XX/XX/XXXX I contacted the US Post Office Inspector Generals to see if a change of address has been submitted. 
It had indeed been changed. My understanding is that my home address has been changed to the above referenced XXXX, CA address. A case file was opened. 
Spending countless hours with all parties involved had me spend 10s of hours in chasing this problem. On XX/XX/XXXX I placed l a fraud alert on my accounts. Credit freezes at each of three credit bureaus was also added. Given the second request for an American Express card, I was beside myself as to how lax they could possibly be. Particularly considering my 41 year account. My new new American Express card was received XX/XX/XXXX. They made it particularly difficult to activate. I had to prove my identity through intellicheck. The nightmare with American Express seemed to be over. 
Later in the day I received an email at about XXXX est that American Express was shipping yet another card to the thief. This time to a XXXX XXXX in XXXX, CA. This was truly astonishing. All last week I had been told by American Express that my account was on a very high alert. Dont you worry Mr. XXXX , was echoed about. As a result, I once again had to call American Express, as I did immediately after getting this last email. As now online, the new card number supplanted mine in the upper right hand corner of the Amex website. After more hours on the phone with American Express the newly requested card was now made invalid. 
I had suffered great angst, have had little sleep in two weeks, not to mention the roughly 14 hours spent on the phone with American Express. Thereafter all I simply wanted to know was how this person could do this, despite my account being on high alert. I later found out, that despite all the queries needing to go through the fraud department, the new card was somehow issued through customer service. Even though I had just received my new card and had to created a new online presence, that very day.

At this point I had spent about 9 hours on the phone with American Express. Much of it to authenticate my identity. Yet the fraudster was able to get through without much trouble. In calling on the XXXX to report this third card that Amex sent I had to go through two more intellicheck so to confirm my identity. Curiously in speaking to one of the many fraud department personnel, one woman was now telling me that my phone number didnt match the account. A number that Ive had since the XXXX. Her gross beligerante led to her putting me on hold for what could not had amounted to 2 minutes. She came back to tell me that she had just spoken to the true owner of the card and she was going to terminate the conversation. I had never felt so outraged in my life. Particularly considering that this now third fraudulent card had been ordered, without even an XXXX. I ended that day with three XXXX. I of course called back. When asked what the fraudster used to confirm my identity I received no concrete answer. The answer was wholly unsatisfying. Remember that my account had been on High Alert for over a week at this point. 
This third call dropped. 
I calIed back yet again and spoke to XXXX ( I believe ). He proved to at least understand the situation at hand. We proceeded with my third XXXX  of the day. In addition to my file, I apprised him of the happenings in the timeline. At this point I did not request a new card, as I no longer had confidence in anything American Express, least of which was their astoundingly lax security. Even though my information over the last 41 years had been relatively consistent. In the end, I was told that I would be contacted by them, in addition to escalating a complaint on the person who was duped, believing the fraudster instead of me. 
On Wednesday morning I had reluctantly decided to close my account and have all Of my information removed from American Express. Another grueling 90 or so minutes to accomplish that. I was assured that my account was closed and that it could not be re-activated. Also that new account could not be opened, given that I have a fraud alert and credit freeze with the three credit reporting bureaus. I received an email confirming the cancellation of my account. I confirmed it on their website by logging into my account. 
Due to XXXX XXXX disastrous handling of my account of 41 years, I checked my account again. It looked as if my account was re-activated somehow. 
I had no choice but call American Express once again. I was told that my account had not been cancelled. This representative was in able of explaining how that could be, after having received a confirmation email that it was closed. 
Another marathon phone call to once again cancel my account for good. I received my now second notice of cancellation. Upset, crazed, incredulous, but I was once again reassured that my account s closed. 
At about XXXX XXXX  another card was shipped out, albeit to my hoe address. I proceeded to once again call the fraud department at Amex. 45 minutes later I was told that shortly after closing my account for good the first time, on Wednesday XX/XX/XXXX, she me one had gotten through American Express super high alert security and reconstituted my account. The card its on its way to my XXXX address, despite American Express having the mailing address where I actually am right now. Remember, they had sent me two cards here already. Given that the criminal in question filled out a change of address form in California, he must be assuming that this card will be redirected to him. Another rather unsatisfying 50 minute phone call to American Express fraud department resulted in no resolution, rather I was told of a few more days to investigate this now two week old problem. A problem that has affected my health and stolen at least 15 hours of my life dealing with this grossly incompetent company that has provided the opposite of what they claim to be about.

Company response to consumer: Closed with explanation