Consumer complaint received 2024-10-31 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: MI

Complaint narrative:
I became a victim of identity theft in XX/XX/year>. On XX/XX/year> I received an email from American Express stating that they were processing my replacement card. I DID NOT ORDER A REPLACEMENT CARD THIS WAS THE FRAUDSTER. on XX/XX/year> I contacted American Express and froze my credit card. On XX/XX/year> I filed a police report # XXXX On XX/XX/year> American Express allowed the fraudster to contact them and change all of my personal information including my physical address. This back and forth went on for months as I would call American Express and tell them that I was a victim of identity theft and to freeze my card and the fraudster would contact them back and change all my information. Eventually the fraudster was able to get American Express to allow the fraudster to run up my card to nearly {$25000.00}. I did not receive statements from American Express for XXXX, XXXX, XXXX, or XXXX of 2024 as the fraudster had changed my address the only way that I knew that my American Express card had been ran up was by monitoring my credit through credit karma. On XX/XX/year> I filed a dispute with American Express I disputed all charges that were charged on my account from XX/XX/year> to present. In XXXX of 2024 I received a statement from American Express that stated that I owed them {$23000.00} and the payment due was {$1000.00}. On XX/XX/year> I again called American Express to check on the status of my dispute and to let them know that I was not going to pay for charges that were not mine as all charges from XX/XX/year> to present were fraud. I was told by American Express that I called in and claimed that the charges were not fraud THIS WAS NOT ME... THIS WAS THE FRAUDSTER. I told them that that was not me and that was the fraudster and American Express asked me if I would like to file a dispute. I was taken back by this to say the least but I made another dispute claim. In monitoring my credit I saw that a small amount had been taken off of the account but not all of the charges had been removed. I called American Express on XX/XX/year> and spoke with XXXX she told me that whoever filed the dispute did not pick up all of the individual charges that had been made on the account and she assured me that she would file " another dispute '' which would include all of the fraud charges and she stated that since it would take some time to do this that she would call me back later that day with case numbers ( she never called me back. ) On XX/XX/year> I called American Express back and spoke with XXXX she gave me XXXX different case numbers and assured me that this will be resolved. On XX/XX/year> I called to check on he status of the disputes and spoke with XXXX in the " Special Handling Unit '' I was told by XXXX that he would be sending me a letter with regard to the dispute ( I never received a letter ). I called American Express on XX/XX/year> I spoke with XXXX I was very upset at this point as there was no resolution and I remember being very concerned as to whether the dispute was going to get dropped again. On XX/XX/year> I called American Express to check on the status of the dispute and to make sure it was still in process and I spoke with XXXX. XXXX assured me that he will take care of this once and for all and that I will not have to call again XXXX also assured me that I am not responsible for the charges and that my credit will be fixed once this is resolved. This card has been canceled however as of XX/XX/year> my American Express card statement shows that I owe a balance of XXXX because this balance is on my credit bureau this brings down my XXXX XXXX significantly. I do owe a smaller balance that should be around {$3500.00} of this {$15000.00} for charges made prior to XX/XX/year> which means that there is still a balance of approximately {$12000.00}. I need assistance with getting American Express to remove the remaining fraud charges off of my account so that I can pay the {$3500.00} that I owe and XXXX this balance out on my credit bureau. 
Thank you in advance for all of your help

Company response to consumer: Closed with explanation