Consumer complaint received 2021-09-07
Company: AMERICAN EXPRESS COMPANY
State: NY
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:
PLEASE READ BELOW I HAD FOUR CARDS ALL DUE TO ID THEFT ALL FOUR CARDS WERE SAID TO BE CLOSED AND NO BALANCES AND ALL GOOD MANY YEARS LATER I WAS TOLD I HAVE BALANCES ON ALL FOUR BY THE AMERICAN EXPRESS COLLECTION AGENCY THEY THEN POSTED ALL FOUR AS NEGATIVE ON MY CREDIT REPORT TWO CARDS WERE TAKEN OFF TWO REMAIN I WAS TOLD AND HAVE PROOF ALL FOUR CARDS WERE ALL SET THE PERSON DOING THIS WAS SENT TO JAIL AND I HAVE PROOF AS WELL I DIDNT THINK THERE WAS A PROBLEM PLEASE SEE BELOW I WAS TOLD I COULD RE ESTABLISH CREDIT WITH AMERICAN EXPRESS BUT NOW IT SAYS I CANT DUE TO THIS MISTAKE THIS IS THE SECOND TIME I AM ASKING THAT ALL FOUR CARDS BE LOOKED INTO AND HANDLED AS I WAS TOLD AMEX CAN COME AND COLLECT AFTER ID THEFT WAS PROVEN ... .WHAT?! 
I HAVE THE ORIGINAL LETTERS SAYING I DIDNT OWE ANYTHING ON ANY CARDS BUT WERE SENT ONE BY ONE ALSO THEY DIDNT REMOVE THE CARDS THE LETTER SAID IT STILL REMAINS XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX CFPB Ref No : XXXX Ref : XXXX Accounts Ending in XXXX, XXXX, XXXX and XXXX Dear XXXX XXXX XXXX, Were writing in response to your recent correspondence to the Consumer Financial Protection Bureau. We previously accepted your fraud claim on one of your accounts. We accepted losses on some of your other accounts and have the right to deny any new accounts. We are unable to remove or change the credit reporting of your accounts. 
We accepted your previous fraud claim We previously accepted your fraud claim for the Business Line of Credit account ending in XXXX. In the enclosed letter dated XX/XX/XXXX, we explained we have taken the necessary steps to close the account and remove any derogatory information regarding this account from your credit report. We confirmed the account was deleted from your credit report as promised. The letter also advised, if in the future you discover a credit reporting agency has not corrected your credit history, please provide the agency with a copy of this letter. Please be advised, we have no record of sending you a letter advising you are debt free and do not owe us anything. 
Previous fraud claims were reviewed, and we need more information We investigated fraud charges at your request in the year XXXX, but it was determined that you allowed other people to use your Card, which makes you liable for the charges according to the Cardmember Agreement ( CMA ). In XX/XX/XXXX, we advised you to identify the fraudulent charges on your billing statements and return them to us. We did not receive the information need to proceed with our investigation. We will need more information for us to review any other accounts for fraud. Please provide us with the involved account number ( s ), charge details and any other relevant information you may have so we can conduct a reasonable review of your fraud claim. If you have any questions, or if we can be of further assistance, please contact us at XXXX, available 24 hours a day, seven days a week and request to speak with our Fraud department. 
You paid your account ending in XXXX in full XXXX XXXX XXXX Page Two XX/XX/XXXX You accepted an offer to pay your XXXXXXXX XXXX Card ending in XXXX in full for the opportunity to apply for the XXXX XXXX, as a way to re-establish a relationship with us. We confirmed you paid {$1400.00} on XX/XX/XXXX, {$1100.00} on XX/XX/XXXX and {$10000.00} on XX/XX/XXXX for a total of {$12000.00}. You completed the terms on XX/XX/XXXX, by paying your account in full. If you have any other questions or concerns about the offer, please call us at XXXX, available 24 hours a day, seven days a week. 
We stopped collection efforts on your other accounts Were unable to validate your claim that we sent letters advising you owe on other cards as you mentioned. Your American Express Green Card accounts ending in XXXX and XXXX are currently in Bankruptcy status, which started on XX/XX/XXXX for your account ending in XXXX and XX/XX/XXXX for your account ending in XXXX. We have since made sure collection efforts were stopped at that point. If you have any other questions or concerns, please address them directly with the following agency : XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. 
XXXX, PA XXXX XXXX, available Monday through Friday XXXX XXXX  to XXXX XXXX  ET Were obligated to accurately report the status of your account We are obligated to report factual information to the credit reporting agencies. We do not have authorization or control over credit scores. The accounts ending in XXXX and XXXX are not being reporting on your credit report. Under the Fair Credit Reporting Act ( FCRA ), dispute codes have been added to reflect that you are disputing your account information with the credit reporting agencies for your accounts ending in XXXX and XXXX. 
We hope this letter has answered your questions and addressed your concerns. 
Sincerely, XXXX XXXX Customer Advocate Services Team American Express Enclosure

Company response to consumer: Closed with explanation