Consumer complaint received 2025-03-06 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: NV

Complaint narrative:
Subject : Escalation : American Express Mishandling of Fraud Case, Contradictory Evidence, and Potential Regulatory Violations To Whom It May Concern, I am filing a formal escalation regarding my fraud dispute with American Express ( AMEX ), as they have failed to properly investigate my case and have provided contradictory information in their CFPB response. Their handling of my case raises concerns of non-compliance with federal consumer protection laws and an attempt to deny my fraud claim without just cause.

Summary of the Fraudulent Transactions and AMEX 's Mishandling I disputed fraudulent transactions on my AMEX account because : - A Level 2 fraud department supervisor confirmed that my replacement credit cards were fraudulently requested and sent to an address that is NOT my verified Nevada driver 's license address. 

- The same supervisor confirmed the merchant-provided signature on the transactions was signed by " XXXX, XXXX which is NOT my name or signature. 

- The same supervisor also confirmed that AMEXs records indicate the cards were never receivedyet AMEX still denied my fraud claim without verifying key fraud indicators.

- Despite AMEXs own internal fraud department recognizing these discrepancies, they have failed to properly investigate and correct my claim.

AMEXs Contradictory Statements in Their CFPB Response : In AMEXs response to my CFPB complaint, they claimed that the address I provided to CFPB d
oes not match the address listed on my A

MEX account. However, the PDF they attached to their own response contradicts this claim because it lists the exact address that is on my Nevada drivers license.

This raises serious concerns : - Why is AMEX claiming my address doesnt match when their own document lists the correct address? 
- If my correct Nevada address was on file, why were my replacement cards sent elsewhere? 
- If AMEX acknowledges an address change, what steps did they take to verify that I personally requested it?

This inconsistency suggests either a failure in AMEX 's internal investigation or a deliberate attempt to misrepresent information to CFPB in order to justify denying my fraud claim.

What I Learned from My Call with AMEXs Level 2 Fraud Supervisor when I escalated my case within AMEXs fraud department, I spoke with a Level 2 fraud department supervisor who provided crucial new information : - He confirmed that AMEXs records show my replacement cards were sent to an address that does not match my Nevada drivers license. 

- He confirmed that the disputed transactions were signed by " XXXX, '' which is NOT my name. 

- He acknowledged that the case should have been investigated more thoroughly and reopened the dispute for further review. 

Despite these confirmations, AMEX has yet to correct their mishandling of my case or properly address the fraudulent transactions. AMEX claims I received and used the cards despite overwhelming fraud indicators. AMEX has failed to provide any documentation proving I personally received or used the cards. AMEXs decision is unsupported by any clear evidence, which is a failure of their fraud review process. They are ignoring key and clear fraud indicator listed above, which are confirmed by their level 2 supervisor within their own Fraud Department.

Request for AMEX to Verify All Signatures : The fraud department informed me that a person named " XXXX '' signed the transactionsthis alone should have led to my claim being approved. 

1. AMEX failed to verify the signatures on the transactions against my actual signature on my Nevada drivers license.

2. AMEX has not even provided copies of the signatures in their denial supporting documents.

I request that AMEX verify the signatures on all disputed transactions and explain why they were deemed valid despite not matching my identity. Failing to verify signatures before denying a fraud claim is a serious investigation failure.

Potential Violations of Consumer Protection Laws : AMEXs mishandling of my fraud case may constitute violations of federal consumer protection laws, including : Fair Credit Billing Act ( FCBA ) AMEX is failing to properly investigate and correct fraudulent charges as required under the FCBA. They have dismissed clear fraud indicators without conducting a proper review. 
Regulation Z ( Truth in Lending Act ) AMEX is failing to uphold its fraud protection guarantees, has not provided evidence that I authorized these transactions, and has presented contradictory information regarding my account address.

Unfair and Deceptive Practices AMEXs response to CFPB contains contradictory statements, suggesting they are misrepresenting facts to justify their denial. This could constitute deceptive and unfair treatment under federal law.

AMEXs Failure to Conduct a Proper Fraud Investigation Despite AMEXs claims that they have investigated my case, they have failed to properly verify key fraud indicators, including : Signature Mismatch AMEX has not explained how transactions signed by " XXXX '' were validated as legitimate when that is NOT my name or signature. 
Address Discrepancy AMEX has not explained why my replacement cards were sent to an unauthorized address.

Lack of Documentation AMEX has not provided any documentation proving that I personally received and used the disputed cards.

Requested Action from CFPB I request CFPB to take the following actions to ensure AMEX properly investigates my fraud case : - Require AMEX to provide a clear explanation for the contradiction in their CFPB response regarding my address. 
- Require AMEX to explain how they verified that I personally requested the replacement cards and received them if they were sent to an unauthorized address.

- Require AMEX to provide documentation proving how they determined I authorized the transactions despite the mismatched signature and fraud indicators.

- Require AMEX to explain whether they conducted a signature verification process and if so, why the signature from " XXXX '' was deemed valid. 
- Require AMEX to comply with the Fair Credit Billing Act ( FCBA ) and properly investigate my claim rather than dismissing clear evidence of fraud.

Request for CFPB to Consider Fining AMEX : Given AMEXs pattern of misrepresentations and failure to properly investigate my fraud claim, I urge CFPB to consider imposing financial penalties against AMEX for their mishandling of this dispute.

AMEX has already mishandled this case multiple times and provided contradictory statements in their CFPB response. Their failure to conduct a proper fraud investigation requires immediate regulatory attention. I ask CFPB to ensure AMEX follows the law and investigates my case fairly and thoroughly. 

Sincerely,

Company response to consumer: Closed with explanation