Consumer complaint received 2026-05-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: AMERICAN EXPRESS COMPANY
State: WI

Complaint narrative:
I am submitting this complaint regarding American Express Companys failure to comply with its obligations under the Fair Credit Reporting Act ( FCRA ), specifically Section 609 ( e ), relating to records requested by myself- a documented victim of identity theft. In the fall of XXXX I was the victim of identity theft in which an individual fraudulently used my name and Social Security number to obtain an American Express account without my knowledge or authorization. In response, I took the legally required steps to document and report the fraud, including : - Filing a police report with the XXXX Police Department ( case # XXXX ) - Completing an FTC Identity Theft Affidavit through IdentityTheft.gov - Obtaining an official Identity Theft Report under federal law ( report # XXXX ) Following these filings, I made numerous phone calls throughout XXXX and XXXX of XXXX, and submitted two separate written requests to American Express via Certified Mail requesting records related to the fraudulent account pursuant to 15 U.S.C. 1681g ( e ). Request # 1 was a certified mail 30-day notice, and Request # 2 was a 15-day notice via certified mail. The deadline date to receive the requested information was XX/XX/XXXX. My requests specifically sought records including : - The fraudulent account application and any signatures or electronic authorizations - Complete transaction histories and statements - Shipping and address records- Payment information and linked financial instruments - Internal account notes and communications - IP address logs, device identifiers, and electronic access information - Findings from American Expresss internal fraud investigation Despite receiving my requests, American Express has thus far failed to provide the requested records within the statutory time period required under FCRA 609 ( e ). More than 30 days have now elapsed since my initial certified request, and more than 15 days have elapsed since my follow-up demand letter. To date, American Express has either refused or failed to meaningfully respond, despite the fact that these records are necessary to assist XXXX law enforcement in identifying and prosecuting the individual responsible for the identity theft. American Expresss conduct appears inconsistent with the requirements imposed upon business entities under FCRA 609 ( e ), which requires businesses to provide records relating to fraudulent transactions to identity theft victims upon receipt of appropriate documentation. Accordingly, I respectfully request that your office : - Investigate American Expresss failure to comply with FCRA 609 ( e ) - Compel production of the requested records - Determine whether American Express has engaged in a pattern or practice of noncompliance affecting identity theft victims- Ensure that all fraudulent account information associated with my identity has been permanently removed and blocked from reporting systems Attached are copies of : - My police report - FTC Identity Theft Report - Certified mail receipts- Copies of my written requests to American Express Thank you for your attention to this matter. Please feel free to contact me should additional information be required. Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief