Consumer complaint received 2017-05-05
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On M  onday   XXXX   XXXX    2017 I re ceived an email from American Express Serve card dated   XXXX   XXXX   2017 stating they have seen unusual activity on my account and urged me to call them at   XXXX   I called them and was advised by the representative that several attempts by  XXXX  were being made on my card. I asked him to please let me go get my rent money off my card as I am a recipient of Social Security  XXXX  and only get paid once a month and getting my funds off the card was detriment to my living and health. The representative advised me on what to do and to then contact account protection services to get a new card at   XXXX  .
I did as advised and when I contacted account protection services they advised me to wait until the pending charged posted and to then call back. I decided to call  XXXX  and inquire how they got my card information. When I called them the representative could not locate an account with MY NAME, MY EMAIL ADDRESS, MY PHONE NUMBER. I then advised her of the situation and she was able to locate an account with my American Express Serve card. I told her to please cancel the account and not to charge me as I did not open this account and did not agree to payment going to them. She then began to say that I agreed to these terms of payment when I signed up for the account. I told her no that I did not agree to anything and that my card was used without my permission. She then proceeded to close the account and then charged my American Express {$47.00}.
On   XXXX   XXXX   2017 I saw the transaction pending on my Serve app from  XXXX  I called again and spoke to another representative and her corporate supervisor and they both told me that because I was denying opening the account they could not issue a refund and they dont know why the representative who was supposed to close the account charged my card after I told her specifically several times not to.
The next day on   XXXX   XXXX   2017 the charge posted to my American Express Serve account. I called account protection services again and asked them what was going on and what my options were. The dispute was opened at   XXXX   XXXX   PST and I was advised by the specialist that it would take 10 days to get my money and that I was not liable for these fraudulent chargers. At   XXXX   XXXX   PST I received an email fromm American Express Serve that my dispute has been denied and that there was no error and that I will not be getting a refund. I also received another email after that stating American Express has elected to close my account citing the card agreement section 15D. When I called for additional information they told me they could not give me anymore information to write to their corporate office.
On    XXXX   XXXX   2017  when I tried to change my social Security   XXXX   direct deposit I needed the old bank information and was unable to obtain it from American Express. They refused to give me any information and advised me that my deposit will be rejected.
This has been a nightmare for me. I am the victim and American express and   XXXX   have taken from someone who is on a fixed income and   XXXX   and my kids.

Company response to consumer: Closed with explanation