Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
CFPB Complaint : American Express Delta Reserve Card Continued Charges After Card Replacement and Fraud Report I am filing this complaint because American Express is continuing to allow charges on my American Express Delta Airlines Reserve Card even after I was issued a new card with a new number and after I reported fraud. There should be only 2 accounts linked to my name ( AMEX Delta Reserve and AMEX Platinum cards ). My attorney sent a letter to AMEX and was told they could not research the matter. There is only XXXX XXXX XXXX XXXX who has a XXXX XXXX XXXX in XXXX, Georgia XXXX. A second address on XXXX XXXX. Upper management can research the account with this information. My phone number is XXXX. 

I work in an environment where identity theft is common. Because of this, I requested a replacement card. A company has continued to charge my account despite my clear instructions for them to stop, and I do not owe them anything. Their service is monthtomonth, and I terminated the relationship. After receiving a new card and reporting fraud, I expected that no further charges from this companyor any other merchant that previously billed my old cardwould be allowed unless I explicitly authorized them. 

American Express has continued to process charges simply because the merchant had charged my previous card number in the past. This defeats the purpose of issuing a new card number and contradicts standard cardissuer policy. Once a card number is changed, new charges should not be permitted unless the cardholder approves them. Allowing charges tied to the old number to continue undermines fraud protections and exposes consumers to ongoing billing issues. 

Additionally, American Express has added new charges labeled as interest after the billing period has closed and after the initial interest charge has already been posted. These additional interest charges appear improper and inconsistent with normal billing practices. 

I am also concerned about potential internal access issues. I work for a company that contracts with XXXX XXXX and certain airline personnel has access to my account number which is another reason that I changed it. Employees often work two jobs or network and the company that is charging is adding additional charges as though I am paying for another person. The airport is a hub for criminal networking. Additionally individuals I have worked with professionally work a second job from home for American Express and may have access to my account. I have asked American Express to investigate whether any customer service personnel are accessing my account without cause or posting or authorizing charges to it.

I am requesting that the CFPB review American Expresss handling of this matter, including : Why charges were allowed after a new card number was issued Why charges tied to the old number continue to be approved Why additional interest charges are being added after the billing cycle closes Whether internal access to my account is being properly monitored Assurance that there is only ONE person tied to any account and there are only 2 accounts with AMEX ( Delta Reserve and Platinum ). No one is authorized on the card and there is another card that is in question. My attorney sent a letter to AMEX and they responded that they could not research the matter. 

I am seeking correction of all improper charges and assurance that my account is secure. My address is : XXXX XXXX XXXX, XXXX, Georgia XXXX. My name and address should be enough to research the account at the executive level.

Company response to consumer: Closed with explanation