Consumer complaint received 2017-09-06
Company: AMERICAN EXPRESS COMPANY
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
My husband and I found out we had our identities stolen after applying for a home equity loan at the end of XX/XX/XXXX. Several new credit card accounts were opened, as well as existing accounts were compromised by someone using our sensitive personally identifying information. We immediately notified every account that was affected and sent out a copy of our FTC Identity Theft Affidavit along with the formal police report. After a few months we were able to get most of the fraudulent debt cleared from our names. I had an account with American Express that was not being used and was compromised. I called them on XX/XX/XXXX, to inform them the account was compromised, I asked them to shut the account immediately and requested documentation such as a list of transactions that occurred. I also asked them to block the account from my credit report. About two weeks later I received a duplicate copy of the statements. The thief changed my account to paperless billing and had them sent to an e-mail account that I do n't use. I reviewed all of the statements and highlighted every transaction that was not mine. On XX/XX/XXXX, I sent the highlighted statements along with a formal dispute letter with my identity theft affidavit and police report via certified mail. On XX/XX/XXXX I noted in my follow up folder that I still had not received a response from American Express. Around XX/XX/XXXX I started receiving collection calls from XXXX  XXXX. From that point on my Brother, Mother and myself would receive phone calls from the collection agency every day, several times a day. On XX/XX/XXXX, I received a collection letter from XXXX XXXX stating the " past due '' debt had been sold to them for collection. I sent a certified letter to them the next day stating the debt was fraudulent. This collection agency didnt even allow me the 30 days required by law to respond to their letter of collection. When XXXX XXXX ceases their collection services and hands the account back to American Express I start receiving collection letter from the creditor. After a few months they sell the debt to XXXX XXXX in XXXX. I send a letter to XXXX advising them of the situation. The debt goes back to American Express. I receive more collection letters from American Express from XX/XX/XXXX through XX/XX/XXXX.  Now it is XX/XX/XXXX and I just received a collection letter from XXXX XXXX XXXX collection agency. I just sent them a letter advising this is fraudulent debt. I am tired of getting harassed by American Express and the multiple collection agencies they use when I didnt create this mess and I am not responsible for the debt. They must be violating my rights under FCRA and I need some assistance to get them to stop and clear my name. They keep ignoring my letters and sending the fraudulent debt off to different collection agencies each time I send out a new letter. I feel as if I am being harassed. I am the victim here. I work hard to pay my bills and have an excellent credit score. American Express ' negligence is stopping me from getting credit when I need it. I take care of my Mother and her health is failing. I needed to get a loan to help her get into Assisted Living. One place denied me because of American Express and the negative reporting.

Company response to consumer: Closed with explanation