Consumer complaint received 2017-12-12
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY (SC)

Complaint:
Starting XX/XX/XXXX, I asked American Express ( where my wife and I have credit cards ) to stop sending any financial information ( payment dates, amount paid, etc. ) of ALL of their cardholders to XXXX. XXXX has admitted allowing hackers to steal personal information from over XXXX,000,000 individuals. They can no longer be trusted with any of our personal information relating to credit card payments, mortgages, etc. Not only they gross negligent, but as Senate hearings in XX/XX/XXXX showed, XXXX  is now making millions more from its mistakes by pushing its monthly fee program to protect you from identity theft. XXXX is like the arsonist who burns down your house then says " For $ XXXX/month I 'll give you notice if I plan to do it again. '' I sent American express three emails explaining in detail why I did not want them to send any more financial information of all its cardholders to XXXX. If they simply stopped sending my and wife 's monthly information, our credit scores would plummet ( as XXXX warned me would happen when I spoke to them ). So only if American Express stops sending ALL its cardholders information, can this be accomplished. 

Not hearing back for eight weeks, I believed I was due the courtesy of a response since my emails were forwarded by a top American express executive to what she called their " credit risk leadership. '' The latter 's response, which I received on XX/XX/XXXX, said they were " continuously evaluating our relationship with XXXX to determine the best way to move forward. '' This is gobbledygook. Since the XXXX scandal broke, they have had months to evaluate their relationship. While they are " evaluating '' they have sent thousands of piece of financial information from their cardholders -- including us -- to XXXX which has shown its complete inability to protect it. What 's left to evaluate? 

What other reasons might American Express have to not discontinue sending its cardholders ' information to XXXX? One recent XXXX XXXX article pointed to the lending industry 's preference for using XXXX when checking out someone 's credit because XXXX combined the information from several of the other credit reporting companies. Apparently, according to this article, credit reports may be full of errors so that using XXXX ( rather than a single report from XXXX or XXXX ) is better because it minimizes the chance for errors ( in other words, if you combine a lot of XXXX, you 'll likely to get a horse, if you believe that! ). Assuming the above is correct, if American Express stops sending its cardholders ' information to XXXX, XXXX likely will have to go out of the credit report business. American Express will then have to order credit reports -- one nor more -- from XXXX, XXXX, or other smaller companies. This may cost American express more money that simply getting a combined report now from XXXX. This will cut into American Express 's profits. Is that why they are still evaluating '' their position? lastly, if XXXX is so important to American Express and other credit card companies, some other business entity will rush into the field to fill the gap and provide this service. the point is that it is criminal ina very broad sense for any credit card co. to send it 's cardholders ' information to XXXX EVER again. But they are still doing it until ordered to stop to protect the consumers and borrowers of this country. 

Below is an edited portion of what I wrote American Express on XX/XX/XXXX. They simply have avoided answering my specific concerns. They are stonewalling the issue : If I was sitting with your leadership credit reporting team, this is what Id ask them to consider : 1.  There is no way ever to trust XXXX again with the financial information you continue to send them. I dont care if they defensively say one person pushed a wrong button. They needed wall-after-wall of protection and it was their job to protect our information that you sent them. It will be laughable if you continue to send them information and say we can trust them now not to do that again. Sorry, one XXXX XXXX like thisXXXX million!!!! -- and youre out! 

2. If you cant refute the first premise, it follows you must stop sending them your cardholders financial information. 

3. Ive read some arguments that we need the big three credit reporting companies because there are so many mistakes in these reports that lenders who review a consumers credit pick and choose among the three to make sure applicants are creditworthy. My response is other than certain federal mortgage loans which require, I believe by regulation and not statute, all three reports, there is no magic in requiring three reports. Many companies, like yours I believe, use less. If there is a need for more than one report, the market will encourage the creation of a new or the expansion of an existing credit reporting company. Necessity will be the mother of invention ( without XXXX being part of it ).

4. Ive read some arguments that you should wait on taking action because all the lawsuits filed will address the problem by destroying XXXX credit reporting business. We all know how efficient the legal process is on such suits and we all will be six feet under when the verdicts come in. Its a copout to leave this to the courts when all you have to do is turn the spigot off and keep your information about your cardholders from XXXX. 

5. You might say XXXX, well stop sending your information to XXXX if you request so in writing. XXXX answered that. My wife and I have credit scores in the XXXX and if we individually are able to block our information from any of the credit reporting companies, they will report that we have made late payments or failed to pay and there goes our credit. No, it has to be done for all your cardholders or none. then XXXX 's information will have a fatal gap and be worthless to lenders. 

6. Does American Express, with a sterling reputation, want to lead or follow? If you cut XXXX off, their reports become worthless. XXXX, XXXX, & XXXX will have to follow. Theres no way to defend sending them any more financial information without looking ridiculous and contemptuous of your cardholders. 

I urge you to lead, not follow. Make us cardholders proud of you by putting our interests first.

Company response to consumer: Closed with explanation