AMEX Reinstatement/ issues

[dacv01]

I am hoping for some guidance on this, and I apologize if this is a lengthy post. I was the victim of identity theft by a twin brother- good news is most of the issues have been resolved and cleared from credit report. I had one AMEX blue cash card that was mine- another everyday card that he opened himself. AMEX has concluded that one (everyday silver) account is fraud- it still shows up on my online account however has been removed from my credit report. I am trying to simply pay the blue cash off in full. AMEX sent it to collections, pulled it back to review, then sent out again. I have just paid 100 on AMEX on the account despte it " being out to collections"- it posted, and I got the email from AMEX. The balance is 1200- i want to call and see if they will reinstate if PIF. Any guidance? (Mod cut - not here please) 

[M_Smart007]

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@dacv01 wrote:

I am hoping for some guidance on this, and I apologize if this is a lengthy post. I was the victim of identity theft by a twin brother- good news is most of the issues have been resolved and cleared from credit report. I had one AMEX blue cash card that was mine- another everyday card that he opened himself. AMEX has concluded that one (everyday silver) account is fraud- it still shows up on my online account however has been removed from my credit report. I am trying to simply pay the blue cash off in full. AMEX sent it to collections, pulled it back to review, then sent out again. I have just paid 100 on AMEX on the account despte it " being out to collections"- it posted, and I got the email from AMEX. The balance is 1200- i want to call and see if they will reinstate if PIF. Any guidance, maybe even speeking with someone who can help/ understand English? 

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Call and ask for a senior rep. explain to them what happened, tell them you really value your relationship with them.

 Good Luck & Happy New Year!

[dacv01]

Thanks for the advice- any particular number I should call? When I call general customer service I never seem to get anywhere 

[M_Smart007]

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@dacv01 wrote:

Thanks for the advice- any particular number I should call? When I call general customer service I never seem to get anywhere 

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when you get to a regular rep, if you feel like you are not being heard understood, or you are not getting any real resolve,

ask to escalate your call to a supervisor. sometimes you will have to demand one depending on the front line rep you get.

Hope this helps you?, Please feel free to post back, and there are plenty here willing to help with advise.

also some phone numbers, if you feel you are not getting anywhere.

https://ficoforums.myfico.com/t5/Credit-Card-Applications/Backdoor-Numbers/m-p/408066#M5530