Consumer complaint received 2024-05-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: AMERICAN EXPRESS COMPANY
State: MI

Complaint narrative:
I have submitted multiple Disputes regarding charges resulted from Identity Theft. 

Duty To Conduct Reasonable Investigation of Dispute For disputes I filed directly with American Express, Regulation V requires furnishers to conduct a reasonable investigation with respect to the disputed information and review all relevant information provided by the consumer with the dispute notice. 

American Express violated these provisions when American Express failed to investigate disputes submitted by myself. American Express responded by Mailing a Generic Letter from the XXXX XXXX XXXX XXXX ( Attached ) Dispute Reference Number : XXXX Dispute Reference Number : XXXX Letter stated " the information we received from you dos not contain sufficient information for us to conduct a reasonable review of your claim. We have been unable to contact you. Therefore, we are closing your fraud claim until we receive sufficient information. '' 1st : the information we received from you dos not contain sufficient information for us to conduct a reasonable review of your claim. This is a lie. American Express received the following : 1-Official Dispute Letter with My Name, Birth Date, SSN, Copy of ID, Letter from DOJ-BOP, Copy of the FTC Identity Theft Report XXXX 

American Express received all information required per CFPB : ( d ) Direct dispute notice contents. A dispute notice must include : ( 1 ) Sufficient information to identify the account or other relationship that is in dispute, such as an account number and the name, address, and telephone number of the consumer, if applicable ; ( 2 ) The specific information that the consumer is disputing and an explanation of the basis for the dispute; and ( 3 ) All supporting documentation or other information reasonably required by the furnisher to substantiate the basis of the dispute. This documentation may include, for example : a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information ; a police report ; a fraud or identity theft affidavit ; a court order ; or account statements.

2nd : American Express Stated : We have been unable to contact you. 

that is another lie, because they sent that letter to inform me that they were not able to contact me, well, me receiving the letter and calling them back is an evidence that they are able to contact me. 

XXXX : I Called American Express XXXX XXXX XXXX XXXX 4 times and provided them with the reference Number [ Dispute Reference Number : XXXX ], the agent told me that they don't know what that number is! I recorded the phone call and can transcribe it. 


4th : American Express Stated " Therefore, we are closing your fraud claim until we receive sufficient information. '' That is an intentional violation by American Express of FCRA, and shows gross negligence

Company response to consumer: Closed with explanation