Consumer complaint received 2018-05-14
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
My name is XXXX XXXX. I had a name change on XX/XX/XXXX. I submitted my name change document to update my bank account information as well as credit card companies. My bank account and all my credit cards are updated. 

On XX/XX/XXXX, I applied for the American Express credit card through their pre-approved invitation. The invitation was under my old name XXXX XXXX. I submitted the invitation by mail together with my name change information/document ( i.e. new ID copy, SSC copy, Court name change document and a written statement indicating my name change ). I was issued my American Express Credit Card in my new name. 

In XXXX, I found out that I can not pull my credit report through XXXX. I finally figured it out that my " legal name '' record in the back end of American Express was my old name and American Experss had been reporting my old name to the Credit Bureau. XXXX is the only one has not updated my name. 

On XX/XX/XXXX, I called the American Express customer hotline and questioned about their record. I asked them why they had not updated the legal name in the system, but issued my card in the new name when I applied for it. I told the staff that they are providing incorrect information to the credit bureau. First, the staff said I had not submitted any name change information to them. Then I told her I did when I first apply for the credit card that my first card was issued in my new name. I had never been issued any card under the old name. The staff insists that I can issue a card with whatever name I want. She told me the account creation department processed my application. Then, I requested to talk to the account creation department or supervisor or someone that can help me. After a few attempts, a staff consulted with a supervisor and admitted that they should have some proof of my new name otherwise they will not issue the card under my new name. She confirmed that I do not have to submit any document, and she will fix the record that I will receive a callback in 2 days after it is fixed. However, I had never received the phone call. I called back a week ago, I explained the situation, then she said she would have a supervisor to listen to the recording. A supervisor returned the call an hour later and claimed that he can not find the recording and I have to submit my name change document to correct their record. Finally I got my name fixed through American Express in XX/XX/XXXX. 

I waited for months and found out that I still can not access the credit report through XXXX. I have no problem with the other 2 credit bureau ( they both have correct information ). I finally contact XXXX on XX/XX/XXXX. The staff confirmed that my record is still under my old name, she insisted that no creditor providing them the update information. She said the last update was from American Express on XX/XX/XXXX under my old name. She instructed me to fax or mail in the copies of my Driver License, SSC and Court document for my name change to " XXXX Dispute Department ''. She said I need to write a cover letter to explain those document are for updating my name in their record and quote the case # XXXX. She asked me if I want a copy of the credit report, I said yes and confirmed my address with her. I also wrote on the cover letter that I would like to have a copy of my credit report once my record is updated. I told the staff that I would mail in those document with the cover letter as I do not have access to a fax machine. 

I sent out my letter and document to XXXX on XX/XX/XXXX. I called XXXX  on XX/XX/XXXX to check the progress. The staff told me that he does not see any document received in my record. I wonder if the mail got lost. I confirmed with him that the address that I sent is the correct address of their Dispute Department. I told him that I concerned why they do not received my document. He told me that I can call back couple days later to check again. I asked him why the other 2 credit bureau have the correct information but XXXX. He insisted no one was providing them the update information. He told me that I can have my creditors to contact their Business Relations Department ( he gave me the number, but I do not know where I put it ) to have the problem solved. So, I called American Express again right away after talking to XXXX. American Express told me to contact their own American Express Credit Bureau Unit, but they are in the XXXX XXXX. So, I had to call the next day during their business hour. I called the American Express Credit Bureau Unit on XX/XX/XXXX and explain the situation. The staff confirmed that they did send the credit information to all 3 Credit Bureau every month. The last time they sent out the information was XX/XX/XXXX. He said he would send an update to all 3 Credit Bureau and it might takeXX/XX/XXXX business days for the Credit Bureau to update the information. 

I called XXXX onXX/XX/XXXX and checked to see if they have updated my name in the record. But no, it is still my old name in their record. I explained to the staff again, but she said it does not show any document received in their record and normally the document receibed will be on file for 5 business days. She also insisted that no creditor providing the update. I told her that I feel insecure of sending my document ( important personal document ) by mail again since someone has lost or something has happened to it. I am afraid someone would use my information and I have concern about the identity theft if someone got my document somehow. I requested to talk to the department who is supposed to receivd the udpate from creditor, but she ignores me and insisted that they have not received any update. I also questioned her that all my creditors have updated information and have been reporting the " correct '' information, but why XXXX does not take the information. I asked her why there is no problem with the other 2 Credit Bureau. Why they only take the " old incorrect '' information from American Express, but not the other creditors ( I have couple credit cards ) in the first place? Again, she insists they have not received any update. I told her that last time I called, the staff told me that I can have my creditor to contact their Business Relation Department directly and I requested her to give me the phone number again as I do not know where I put the number last time. The staff refused to give me the phone number and said my creditor should know the number. Then I called the American Express Credit Bureau Unit again to ask them to help solving the problem that initiated by their mistake. The staff insists they will not make any outbound phone call in any circumstances. 

So, now I am stuck overhere. XXXX insists no creditor has providing them the udpate information. American Express said they send out the update to all the creditors. XXXX said my creditor can call them, but American Express ( the one who causes the problem initially ) said they can not call them.

Company response to consumer: Closed with explanation