Consumer complaint received 2025-06-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
Copy to : NY XXXX XXXX General 's Office I am writing to file a formal complaint regarding the mishandling of a fraud case by American Express ( Amex ) related to an Amex XXXX Credit Card account issued in my name. 
I applied for an Amex XXXX Credit Card in XX/XX/year> but never received the card. On XX/XX/year>, I was contacted by the XXXX, Massachusetts Police Department, informing me that an individual had been arrested in possession of a credit card issued in my name. The Police case number XXXX ( XXXX XXXX ( XXXX ) XXXX ). 

Upon reviewing my account online, I discovered numerous unauthorized transactions made in Massachusetts and Connecticut, where Ive never been in my life. I immediately contacted Amex on XX/XX/year>, to report the fraud and was informed that the card was pre-activated. I was also informed that a second, additional card had been issued, despite my never having requested XXXX. 

During this call, I asked the representative to cancel all cards and reported both the fraudulent transactions and the involvement of the police. Despite my request, shockingly, Amex later claimed that I had not asked to cancel the stolen card, which is untrue. 

On XX/XX/year>, I received a letter from Amex refusing to reverse the fraudulent transactions, even though an active police investigation was underway. Furthermore, a new unauthorized transaction appeared in Oklahoma, indicating that the stolen card remained active despite my previous cancellation request. 

I contacted Amex again on XX/XX/year>, and provided the name and phone number of the investigating detective in Massachusetts. 
Unfortunately, Amex failed to act appropriately, and fraudulent activity continued. I recently received a statement showing car rental charges made in my name. I do not hold a driver 's license, have never rented a car, and was overseas during the dates of those transactions. I also included this in my FTC Identity Theft Report, which I sent to Amex on XX/XX/year> ( sent to their XXXX XXXX XXXX ). 

On XX/XX/year>, I received another letter from Amex requesting to speak with me. I called the number provided ( XXXX ) on XX/XX/XXXX, but the representative stated there was no record of a request for information. I recorded this call for documentation. It happened again in XXXX ; its an inappropriate behavior by the XXXX. 

Despite my efforts, on XX/XX/year>, Amex sent a letter stating the case was closed due to " insufficient information '' and their inability to reach me, which is false. I never received any calls or emails, and a representative had already told me on XX/XX/XXXX that no additional information was required from me. 

The second police report ( NYPD ) was sent to them on XX/XX/XXXX. The police case # XXXX. The second police report was ignored by Amex, so I have exhausted all legal methods to protect myself from this corporation, and asking the XXXX 's office to be involved. 

I believe this case was handled with gross negligence by Amex. Their failure to cancel a clearly compromised account, their dismissal of a legitimate police investigation, and their refusal to reverse fraudulent charges despite ample evidence and communicationincluding FTC documentationare unacceptable. 

I respectfully request that your office investigate this matter and involve the Consumer Financial Protection Bureau ( CFPB ) as appropriate. I have preserved all communications, call recordings, and relevant documents and am prepared to provide them upon request. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief