Consumer complaint received 2023-11-02
Company: AMERICAN EXPRESS COMPANY
State: VA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
Upon receiving a legal name change, I contacted American Express to update my name on all three of my accounts. I used their online system to update my information. First I went through what the name should be, then I selected the main account and chose to have it applied to the other two accounts as well, then I uploaded the documents requested to change the name. American Express changed the name on my main credit card with them. And on the AMEX app, my name was changed as well. As I was looking recently at my credit report, I saw that two American Express credit card accounts were missing. When I logged into my account, I noticed that American Express only changed the first credit card and ignored the request to change the other two which I had selected. I contacted American Express chat on Tuesday, XX/XX/23, and went through two agents. The " supervisor '' XXXX said I had to call in as they could see the documents which were uploaded. I then called in and spent over an hour with at least five different agents, including two that hung up on me and one that was in the wrong department. They transferred me to past due rather than " Account Services. '' Finally I ended up with XXXX, a " supervisor '' who reviewed all of my cards, my documents, and knew that they all belonged to the same person, mind you they are all showing under my account currently. He assured me that my name would be changed within 24 hours to the correct name. I made him give me a case number for the call. When reviewing this morning XX/XX/23, I found that my name had not been changed at all on the two wayward accounts. They are still under an identity which is no longer valid. I called in and spent two and a half hours on the phone with three agents, including two " supervisors. '' The first one kept putting me on hold and coming back to ask a question. This went on for over forty minutes with over five minutes on hold each time. The first " supervisor '' was unable to help and kept insisting that while he could see the documentation that was submitted and see my new name, it had to be done again. The second " supervisor '' named XXXX also could see it and said there was nothing they could do other than have me correct their mistake. I captured screenshots for their website as I went through the process again. I asked if he could see when I submit the information and he assured me that he could. After I submitted, verifying what I was adding as documentation, I asked if he could see if it was received and he said that he wouldn't have access to that for a while. So, I was lied to. But I did verify that uploading my Virginia Driver 's License would be fine. I will admit, I am beyond livid with this whole experience. XXXX came across as very uncaring about this. When I asked him for a case number, he said that they don't give them. When I asked why XXXX gave me one and he couldn't, he made reference to that case was never worked. I finally got a reference number. Now because of their error, my credit score has taken a hit because I have less available credit where the two cards are not showing. Another frustration is all through the time and exchanges, very little was said outside of scripted replies. They don't really care at all, but their scripts make them say caring words but with no caring inflection. Never have I dealt with a company as inept and with no compassion as American Express is now. In previous years, my encounters have always been positive and they made me feel valued. Now, they don't care at all and would rather hold on to my old identity, even with proof before them that they admitted to having than to make me feel secure in my new identity with a correct and accurate credit score.

Company response to consumer: Closed with non-monetary relief