Consumer complaint received 2018-11-10
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 XX/XX/2018 I received a text message saying I had opted out of text alerts on my phone. I did not opt out and then checked my quick balance option on my phone which said XXXX and I originally had over 2000.00 on the card so I ran to my laptop and tried to log in and the account started to let me in and then reset to an error page. When I tried again it said wrong password/username. I called in to reach an operator which was really difficult to do meanwhile getting other info like the last 3 transactions and amounts which were not me. The lady didn't ask me which transactions were not me so I was assuming everything she said was true such as " not to worry it would all be taken care of I will get my money back '' " an investigator from account protection will call me back '' and she and I together trying to reset my account password could not do it due to system failure but finally she was able to put a hold on my account and told me to call back when I received the account passwords emails reset link. 
Aprox an hour later I got them along with the the emails that had the charges that were made unauthorized by me. This was the same woman or at least said she was the same woman from the first conversation that I spoke to. I wanted to transfer the XXXX to my brothers account for security she helped me to do that. 
I bring this up because I feel this is what got lost in transit. I was out of town at the time this happened so it was bad but not blaming serve even though the woman hung up on me when I expressed my concern to not sweep this under the rug. I wanted to do police report and not only get my money back but pursue charges on the person that caused this and then click the line was dead ... but whatever. 
When I got home a new card was waiting and when I activated it I inquired about the investigation and that no one had contacted me and the guy was rude about it saying we haven't reached our 10 day obligation. I let him know to contact me because no one had even asked me which 3 charges or any charges that were not mine. 
How did they investigate I was eager to help in any way I could and even sharing with them which charges to investigate was too much information for anyone I talked to. 
That was XX/XX/XXXX. 
The following day my brother sent me back my money and my life went on as usual. Yesterday XX/XX/XXXX I was locked out of my account and when I call there is an automated message that says my account is suspended and I will receive an email with further info. I was finally able to bypass the system and talk to a guy named XXXX XXXX in account protection services that sounded like he was at a party not an office he said he was the supervisor and the kids screaming and celebrating in the background was their awards and recognition day at work. It was shady only for him to say my claim was found to be authorized and the account is closed so they no longer could provide the service of giving me this info and I would have to write them to get information on the unauthorized charges that were never even established to investigate and separately finding out what they are doing with my balance in the account. 
This is short for what I suspect of this company. I want them to properly investigate the proper charges which they don't have the correct information and I want the balance of my account sent to me including a proper report taken so if they cant do their job I can give the info to the police. There were 3 unauthorized charges on my account. 
1. XX/XX/2018 XXXX to XXXX XXXX {$250.00} 1. XX/XX/2018 XXXX to XXXX XXXX {$480.00} 1. XX/XX/2018 XXXX to XXXX XXXX {$750.00} They never asked or shared as to what was unauthorized. 
They also closed my brothers account which I think is because of my claim maybe mixing his association with my sending the balance with assistance of the original woman helping me secure my remaining money. These people didn't just let someone charge my account but they also offer no explanation and then told me it would be ok as they kept the rest of it. Please help me to get this resolved.

Company response to consumer: Closed with explanation