Consumer complaint received 2017-04-04
Company: AMERICAN EXPRESS COMPANY
State: MO
Product: Credit card
Issue: Application processing delay

Complaint:
On XX/XX/2017 I received an alert from my XXXX app on my phone that an AMEX application was ran. I immediately called them to figure out what was going on. They said someone used my info but did not put in my social security number so they had a hard time pulling up the application. I was confused and advised them that the application was authorized nor ran by ME! They said from now on any applications that come through they will call me first to verify its me. Before this inquiry took place, I had a fraud alert on my all XXXX credit bureaus. This instructs creditors to call me if anything is ran in my name. Fast forward to last week. I have been improving my credit and cleaned up the fraud that happened on my account. I had a notification from XXXX that I should apply for an AMEX Cash Everyday blue card. I went to AMEX site on XX/XX/2017 to see if the pre qualify was true. I put in my information and the pre qualify popped up and said I qualified for XXXX different cards. The one I was interested in applying for was Blue Cash Everyday ( R ) Card from American Express. I went ahead and applied for the card after seeing a SET apr of 17.74 based on my pre qualifying terms. I get a message saying to call Amex. I called Amex letting her know the reference in is XXXX. She let me know the application was denied because of a " duplicate submission '' I advised her the first app was not me and was not to be used at determining credit because the info was fraud and did not even have my social security number attached to it. She said she would send it for manual review to their back office to look at and give it 2-3 days. I called back everyday since then and I have got the RUN AROUND regarding this application. When I go online to check the application this is what I get " We 're Sorry We are unable to locate your application - either your Social Security Number and/or Home Zip Code do not match our records or our system has not been updated with your application information. Please note that our system is updated every 24 hours, so you may want to bookmark Application Status and try again tomorrow. The bookmarking feature only works with Internet Explorer v4.0 or higher ; users with other browsers please bookmark XXXX. 

To try again now, click here to reenter your information. Or, if you prefer, you can call us at XXXX ( Mon-Fri XXXX-XXXX MST ) to check the status of your application by phone. '' I called back today and they told me that my application was denied because of a duplicate application. Even though the first one was not me. 

The reason for this complaint is the fact that AMEX has not RAN MY CREDIT for the application I submitted. I have no notifications of a credit inquiry. Amex is denying me credit without taking the proper protocols. No credit check was ran, No call was made to me to ensure I did the application. They are just letting their " system '' make a decision when I have not been evaluated properly. When my credit was ran the first time as fraud, they did not use my social, my XXXX credit score at the time was a XXXX with XXXX and I had XXXX collection. My credit score is a XXXX now with no collections. BIG DIFFERENCE. I am asking that AMEX use the proper protocols while assessing this situation rather than giving me the run around.

Company response to consumer: Closed with non-monetary relief