Consumer complaint received 2025-06-18 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: AMERICAN EXPRESS COMPANY
State: NC

Complaint narrative:
I reported fraudulent activity to American Express and made it clear that the account in question was opened without my authorization. Despite this, American Express failed to provide me access to their fraud department and instead pursued legal action against me within XXXX weeks of my initial report. I attempted to resolve the issue through multiple calls in XXXX, XXXX, and XXXX of XXXX, but each time, I was denied the opportunity to fully investigate the fraud. 

After receiving notice of a lawsuit, I filed an identity theft claim, but American Express still refused to allow me to complete the fraud investigation. Their legal representative later instructed me to contact the fraud department again, which I did, yet I was again denied access and support. 

These actions potentially violate the following laws : North Carolina Identity Theft Protection Act ( NCGS XXXX ) Under this statute, it is a criminal offense to knowingly obtain, possess, or use the identifying information of another person without their consent for fraudulent purposes. My identity appears to have been used without authorization to open an account and accrue charges. 

Fair Credit Billing Act ( XXXX XXXX. XXXX ) & Fair Credit Reporting Act ( XXXX XXXX. XXXX ) These federal statutes give consumers the right to dispute fraudulent charges and require creditors to conduct a reasonable investigation. American Expresss refusal to investigate my claims, while continuing to pursue collections and legal action, may be in violation of these laws.

Denial of Due Process Although American Express is a private entity, once legal action was initiated, I should have been afforded basic procedural protections. Unlike other individuals in similar circumstances, I was not informed of my right to counsel or provided with documentation acknowledging my decision to represent myself. This lack of information, combined with the refusal to allow a proper fraud investigation, contributed to an unfair legal process and undermined my ability to defend myself. 

American Express also offered me XXXX payment options : Pay the disputed amount in full over XXXX months, including fraudulent charges, or Pay a reduced amount within XXXX months, without resolving the fraud investigation. 

I expressed concern that these options were predatory and coercive, especially since I had not been allowed to dispute the charges properly. Furthermore, they refused to allow me to pay the amount I could afford prior to initiating legal action, even though I communicated my willingness to resolve the matter in good faith. 

Summary of Legal Concerns : NCGS XXXX : Identity theft and fraudulent use of personal identifying information. 

Fair Credit Billing Act / Fair Credit Reporting Act : Failure to allow proper dispute resolution. 

Due Process concerns : Lack of access to counsel, improper legal procedures, and coercive repayment terms.

Company response to consumer: Closed with explanation