Consumer complaint received 2022-03-27
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
ref case XXXX I had previously made a request for statements in an attempt to reconcile my accounts. I had asked for statements and also asked if I had any other accts with the company. checking, investment, loans, ect... Each time I called in, I asked, and the answer is always no. One of my recent credit reports had an account I didn't receive any notifications about. looking at past reports, the account didn't pull up either. When I asked about that account wondering where it came from and if I could get statements, which i didn't receive and the acct was removed. 
It seems like someone else had access to my acct and I should have been the only one with access. I didnt use virtual cards, or have anyone added and just when the covid 19 hit, I started to notice things were not making sense. My car was robbed and my purse stolen, much like the 1st time in DC that i lost my credit cards ss card, Identification and birth certificate in DC. I had relocated to CA for some personal business and had changed my address with post office and I think online. In 2018 came back to XXXX area and my car was broken into again. So notice went out to my cards and dmv. I wasnt aware of anyone stealing my identity or even having the right to my finances. 
I had looked thru the statements and sometimes I question if I had more than one card in use at the same time? I shouldnt have, But If I had a replacement, the other must of been lost or stolen and would no longer work? 
So as i have always been on time with my payments, having them on my bill pay thru my bank account, It wasnt until the pandemic that I started having trouble. I had some account lock me out, lost my housing and had to pay for housing when it was covered by the program, Housing is key. As i spoke with customer service more than once explaining my situation, I had tried to file with the travel insurance they offered since this was an unexpected expense for an unexpected event, and thought if I was on a vacation, not working on something, i dont think I would vacation in XXXX XXXX XXXX it wouldnt make sense. so i had filed for ins. coverage for the cost of a room during the mandatory stay and the claim was denied. So forced to prepay for something that was covered by the pandemic housing program, i asked them what I should do besides the defer pymt and feel a little security with the no changing of credit scores during this situation. I had to wait for the program to pay back the funds I shouldnt of had to use, but did and that as soon as I got the refund? I would make my payment and to please not charge the fees for something out of my control. 
As nothing has really worked as far as protecting my finances or personal information, i took a look at the coupon that is returned with payment and had looked at the encoding line and noticed something that made me think I wasnt getting all the information on my account. Like perhaps other accts did exist, but they just didnt let me know and let a person I dont know use it? i could be wrong. since im not sure but usually the line has the min due, the bal on acct, the acct number, and date. this one looks like it has another account attached. which I never had a statement for but if I made check payment, my payment would have gone there? where is that? my acct usually ends with XXXX, or XXXX i think before replaced. I had only a macy card with amex too. since I never really used it but once. Kinda saved it for when I could enjoy it more, like have a closet for clothes or space. It had since been closed due to my credit issue. so the copy im giving shows the acct on top that matches card, the encoding has an acct i dont have XXXX, with the basic info following,. Its in the wrong order from what i ususally see, which makes me think its kinda an acct too? but I need to see if what i see is true. if so, why dont you tell acct holders they have other accts when asked.

Company response to consumer: Closed with explanation