Consumer complaint received 2025-02-01 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: AMERICAN EXPRESS COMPANY
State: WI

Complaint narrative:
XX/XX/XXXX : Tried uploading statements for fraud charges to dispute balance on account in the amount of {$3200.00} per American Express request in original CFPB response at americanexpress.com/docuploadus but it asks for a card number and a 10 character case reference number. I do not have the card number and can not find it on any letter or statement. The letter also references 3 different reference numbers and none of them are 10 characters. Called XXXX for assistance. The rep said he was unable to see my old card number and that he could send me a new card. I told him my account has been closed and explained the situation. He advised to call the dispute line at XXXX. I asked to speak to someone in the United States. He is looking to transfer the call. 
XX/XX/XXXX : Called American Express fraud inquiries at XXXX. Spoke to a representative and followed up on the letter I overnighted and requested to dispute the remaining balance on the account. The representative said I would receive a resolution letter 30 days from today providing details re the theft and disputing the account balance to po box and they have my correct address and to send an email to the correct email. 
XX/XX/XXXX : Called XXXX at XXXX to follow up on : 1. Remaining balance dispute 2. Update credit bureaus accurately 3. Identifying info of fraudulent applications for platinum card and military green card The rep transferred me to the account protection team. I spoke to XXXX requesting identifying information on the platinum card fraudulent application/military green card application and, dispute resolution on the remaining balance of the everyday amex card. She will reach out to the backend team and she will call my cell back within 2-3 days. She advised in order to receive findings of the investigation I would need to have the police inquire and request this information. I let her know that I have submitted a police report and affidavit but did not receive any response and that I have followed protocols that I was previously requested to take for this information and now this is a new process over the course of 4 years of seeking resolution. She said she will ask the backend team for this. I also indicated that the CFPB response says to dispute the remaining balance of the amex card but when going to the site I do not have the card # and can not find a 10 character # to successfully upload or create a case. She asked what information I would find helpful and I said an IP address, location or anything in which the fraudulent activity has taken place to find who stole my identity. She indicated that she would let the backend team know this. She has said my account shows resolution letters have been sent but I told her I did not receive them. She will also provide a letter that I can provide the credit bureaus stating that there was fraud on my account that is in dispute and it should not ding my score or credit. I told her that her team should be reporting this correctly, not that I should have to send anything. She said yes, but she wanted me to have a copy as well so that I can show the credit bureaus too. 

As of today, XX/XX/XXXX, I have not received any update or the promised information as mentioned above and this is still negatively impacting my credit.

Company response to consumer: Closed with monetary relief