Consumer complaint received 2026-04-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: AMERICAN EXPRESS COMPANY
State: VA

Complaint narrative:
This complaint concerns American Expresss failure to properly investigate fraud, maintain accurate credit reporting, and secure compromised accounts, despite extensive documentation and confirmed identity theft. I am a verified victim of identity theft and financial fraud, supported by FBI XXXX XXXX. XXXX and Police Report XXXX. XXXX. The fraud was formally reported to American Express on XX/XX/XXXX. 1. Failure to Conduct a Reasonable Investigation American Express failed to conduct a reasonable and consistent investigation of my fraud claims. Beginning in XXXX and continuing through XXXX, the company repeatedly opened and closed investigations without resolution, assigned inconsistent reference numbers, and failed to maintain case ownership. Multiple accounts were confused or combined, and no responsible investigator was identified. Despite explicit notice of fraud, American Express failed to secure the accounts or update contact information. Sensitive statements and investigation materials continued to be sent to an unauthorized address controlled by the fraudster through at least XX/XX/XXXX. As a result, the fraudster retained access and was able to impersonate me, modify credentials, and manipulate account activity. Unauthorized access continued into XXXX. American Express later stated in XX/XX/XXXX that the investigation was ongoing, then closed the case citing insufficient information, and again denied the same claim ( approximately {$110000.00} related to the XXXX account ) in XXXX XXXX despite extensive documentation. Unauthorized activity was observed as late as XX/XX/XXXX, confirming failure to secure the accounts. 2. Continued Reporting of Inaccurate and Contradictory Credit Information American Express continued to report inaccurate and contradictory credit information while the account was under active dispute. During XXXX : the account was repeatedly reflected or confirmed as having a {$0.00} balance at the same time, it was reported as delinquent and subject to collection Specifically : XXXX XXXX : internal and reporting data reflected {$0.00} balance XX/XX/XXXX : credit report showed {$0.00} balance XXXX XXXX : representative confirmed all accounts had zero balance Despite this, American Express continued to : report past-due and delinquent status maintain derogatory tradelines support collection activity The account was also deleted, reinserted, and re-verified without reconciling prior reporting or fraud status. These facts demonstrate systemic failure to maintain accurate reporting in violation of the Fair Credit Reporting Act. 3. Contradictory Credit Bureau Reporting and Failed Reinvestigation Credit reporting involving TransUnion demonstrates clear reinvestigation failure. Dispute results dated XX/XX/XXXX show the account was verified as accurate, while reflecting conflicting updates, including a {$0.00} balance. Separate files showed : deletion of the tradeline continued reporting of the same account as active and derogatory These outcomes were not reconciled. Despite submission of police and FBI documentation, the account was reinserted and verified without explanation or resolution of conflicting data. 4. Internal Admission of Zero Balance and Failure to Correct Reporting In XXXX XXXX, an American Express representative confirmed that all accounts had a zero balance. Despite this internal confirmation, American Express continued to : report derogatory information issue adverse credit updates treat the account as delinquent This creates a direct conflict between internal records and external reporting and demonstrates failure to correct known inaccuracies. 5. Improper Handling of Fraud Communications and Account Control American Express failed to maintain control over account access and communications. Despite notice of fraud : unauthorized contact information remained active the fraudster retained access accounts remained linked and vulnerable Communications were inconsistent, frequently referenced incorrect account numbers, and lacked a unified case reference. American Express repeatedly requested information already submitted while failing to provide a reliable method for document submission. No effective case ownership was established. 6. Pattern of Non-Responsive and Disruptive Contact During XXXX XXXX, I received repeated calls associated with American Express that : resulted in no voicemail were disconnected upon answer had no meaningful follow-up This pattern interfered with resolution efforts and reflects lack of coordinated communication practices. 7. Deceptive and Misleading Collection Practices American Express issued collection communications while the account remained under active fraud dispute. These communications : combined balances across multiple accounts offered discounted payoff arrangements represented that credit reporting could be improved upon payment They misrepresented account status, improperly combined disputed balances, and encouraged payment during an unresolved fraud investigation. 8. Ongoing Harm and Damages As a result of American Expresss actions, I have suffered significant harm : Credit Harm Inaccurate derogatory reporting has negatively impacted my credit profile and access to financial services. Financial Harm Payments were made during XXXX under pressure to mitigate credit damage. Interest ( approximately 20 % APR ), fees, and finance charges were incurred on disputed balances. Administrative Burden Documented time addressing this matter exceeds {$30000.00} for XXXX XXXX alone, with additional time incurred outside this period. Ongoing Risk Contradictory reporting and unresolved fraud continue to expose me to financial and reputational harm. Additional Harm Platinum Account Annual fees ( ~ {$600.00} {$700.00} ) were charged on a Platinum account that I was unable to use due to the compromised account environment. Conclusion The issues described above reflect a sustained failure by American Express to : conduct a reasonable fraud investigation maintain control over account security ensure accurate credit reporting correct known inaccuracies after notice Despite repeated documentation and escalation, the matter remains unresolved and requires regulatory intervention

Company response to consumer: Closed with explanation