Consumer complaint received 2016-05-10
Company: AMERICAN EXPRESS COMPANY
State: VA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I received an American Express/Skymiles card in the mail which I did NOT apply for, but which used my correct first and last name, although I always use my full name on any official document or contract. On the same day, an additional notice from AmEx came in a separate envelope which stated " We received your request to update your email address to XXXXXXXXXXXX '' ( this is NOT my email address ). Obviously, the individual who opened this fraulent card account is the same individual who changed the email address ( which he/she did so before even receiving the actual card ), which might be indicative that the account was opened via email. I called the AmEx number on the back of the card after I open this mail on XXXX XXXX and subsequently spent several hours on the phone with several American Express representatives - none of whom were particualrly helpful and each of whom asked my to provide my full name and social security number. I refused to provide my SSN. 
I requested : 1. That American Express close this account immediately. 2. That AmEx send notifications to the XXXX main credit report companies stating that this card was never solicited by me and that its issuance should not be considered should I request any form of future credit. 3. That they tell me what the recipient email address was changed FROM, so that I could tell if my email address had been compromised as well. These requests were received by the represenatives, but I do not believe they were fully comprehended. So, I requested : 4. That I be connected to an individual in the AmEx fraud department who was both competent and authorized to assist me. A supervisor was eventually put on the line who stated that the account would be cancelled, but said that I would have to notify the credit bureaus myself. When I explained that AmEx would need to perform the notification on their letterhead or from a recognized AmeX online entity in order for the request to be taken seriously, the supervisor had no idea what I was talking about. Of note is the fact that none of the individuals with whom I spoke would identlfy themselves by anything other than a first name, none would provide a last name, although XXXX did admit that they were in XXXX. 

Several things were apparent to me which were evidently not apparent to the representatives at American Express. The individual who requested the card in my name ( obviously utilizing my correct mailing address ) could contact AmEx again via email and state that he/she had moved and that a replacement card be sent to their new address. It would not matter if the bill would eventually be sent to a possibly fraudulent address, the identity thief would have a month at minimum to max out the credit limit on the card. However, the eventual failure to make payment would show up under my name since AmEx apparently is not going to notify the credit bureaus that the card is not, and never was mine. 

I called Amex again today ( XXXX XXXX ) to inquire if the card had been cancelled and whether the files had been annotated to indicate that I did not request this card. I was asked for my SSN, after I refused to give my SSN but did give the rep the account number which was on the card, she stated simply that if I did not give my SSN she could not help. 

I did go online to the American Express website to try to find a stateside fraud department phone number, but all I could find were robo-numbers. I believe a real fraud investigator would at minumum run a file search to see if any other cards were issued to anybody using XXXXXXXXXXXX domain name, or the unknown previous email address. 

Re the " how much money did you lose '' section below, frankly, I have no idea at this time, but my credit future may be at stake

Company response to consumer: Closed with non-monetary relief