Consumer complaint received 2023-07-11
Company: AMERICAN EXPRESS COMPANY
State: PA
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:
To Whom it May Concern : My previous complaint submitted to the CFPB on XX/XX/2023 remains unresolved but was closed. So, I am submitting a new complaint. 

For background : I am a victim of identity theft. Someone opened an American Express ( AMEX ) account using my name and Social Security number. The stated account listed under my social security number is fraudulent. Documentation supporting my claim has been sent to the companys fraud department on multiple occasions. The documents included a XXXX of Attorney giving a remediation XXXX for XXXX XXXX XXXX permission to obtain information on this account and the authorization to resolve the fraudulent account. I also included an identity theft affidavit, a police report, a copy of my drivers license, social security card, proof of employment and proof of residency at the time the account was opened. 

We were able to obtain copies of the statements and the information used on the application. Please note the following discrepancies : The address used for the account does not belong to me. The card was issued to an address in Michigan. I live in Pennsylvania The phone number listed on the account does not belong to me I have never worked for the employer listed on the application I do not have the email address listed on the application The ISP address used to apply for the account does not belong to me, and is located in XXXX, MI. 

Although sufficient evidence was provided showing that I did not request this card nor authorize it to be opened using my personal information, American Express fraud department determined that since the card was used, I was responsible. Please note- I have never received the card and was not even aware this account existed until after the account was closed. The card was used by the perpetrator, not by me. 

On XX/XX/2023, I filed a complaint with the Consumer Financial Protection Bureau asking for an additional review. I received a response from XXXX XXXX with the companys Customer Advocate Services Team. That response referred to a different account number than is showing on the statements and said that the claim was denied because payments and payment arraignments had been made on XX/XX/2023 and XX/XX/2023. I have never made any payments or payment arraignments on this account. 

I am requesting to see the proof of the payment arrangements that were made, along with a phone number and extension for XXXX XXXX with the Customer Advocate Services Team, who is listed on their letter, so that we can discuss this in more detail. 

Pursuant to Section 609 ( e ) of the Fair Credit Reporting Act, I am entitled to all documentation related to this account and the investigation of the account. This request was sent to AMEX on XX/XX/2023 via certified mail. 

We received some of the requested documents on XX/XX/2023. Although AMEX sent a copy of the statements and the information on the application, they did not include the investigators report or any evidence of payments or payment arraignments made on the account. 

I am also asking for a liaison or point person who will be able to work with the fraud department to ensure that the investigation is completed properly, with the appropriate consideration taken for the extensive amount of documentation that has been provided. 

AMEXs response to my initial complaint is completely unsatisfactory. Despite an abundance of documents and proof submitted to AMEX that shows that this is a fraudulent account, they repeatedly continue to dismiss these facts and have given absolutely zero attempt, whatsoever, to work with me, or my remediation specialist, to remedy the situation. Never in my life ( and XXXX year professional career ) have I encountered such a dismissal of factual evidence to help resolve a situation that is so obviously incorrect. AMEXs actions to dismiss the abundance of documentation and proof showing that this is a fraudulent account is unconscionable. As part of this abysmal process, I have not received a single return phone call from AMEX and there have been countless roadblocks that they have put up regarding their unwillingness to work with my remediation specialist who, again, I have given explicit power of attorney to help remedy this situation. 

Again, I am requesting the following information : I would like to see the proof of the payment arrangements that were made, along with a phone number and extension for XXXX XXXX with the Customer Advocate Services Team, who is listed on their letter, so that we can discuss this in more detail and remedy this situation.

Company response to consumer: Closed with non-monetary relief