Consumer complaint received 2018-12-20
Company: AMERICAN EXPRESS COMPANY
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I have an American Express Serve card and on XXXX there were several fraudulent charges. I filed a police report on XX/XX/2018 when I was discharged from the hospital, I have done everything on my end including filing police report number is XXXX   XXXX Ive been working with your customer care department regarding Fraudulent charges and the stolen card. I was told yesterday by your customer care department, being the 10th business day I would have a provisional credit on my account and the fraud charges would be credited to my account and two hours later it was declined by your fraud department. Your customer care department stated the merchants said that was me who made these charges when in FACT IT WAS NOT ME WHO MADE THESE CHARGES. Clearly the signatures would not match. 

I went to the hospital on Wednesday XXXX XXXX. I was in the hospital incapacitated I was not able to leave the hospital room due to a XXXX XXXX. I have witnesses that the card was taken while I was sleeping. The {$250.00} was my money and was not me who incurred these charges. These charges were NOT made by myself or authorized by me. 

I want an explanation as to why these merchants stated it was myself who actually made these charges. Now my family WILL NOT have a XXXX because I have not been able to work and the money I was going to use for XXXX was stolen and with no help from American Express. I spent 2 hours on the phone yesterday with American Express asking for an explanation and begging them to credit back this money. I asked for the dispute to be reopened because it is obvious the investigation was not followed through. 

I am very disappointed and upset how my fraud claim was handled and this is absolutely unacceptable. I am to keep stress like this out of my life and you have added to it. If I do not get a response, I will be filing suit against American Express for a significant amount that will be more than $ XXXX.This is an absolute disgrace. 

I was told I would have a Provisionary credit at XXXX XXXX on Wednesday, XX/XX/XXXX to find out at XXXX XXXX Wednesday, XX/XX/XXXX that the fraud claim was declined I am not accepting these merchants to say that these charges were incurred by me when they were NOT and I was laying in a hospital bed. I have done everything on my end I am working with XXXX XXXX Missouri Police Department and now in the hands of the detective will be receiving all the videos to prove that this was not me your customer care department said that there was an investigation was closed and this is not going to be excepted I want the credit back to my account IMMEDIATELY of {$250.00}. 

XX/XX/2018 - {$100.00} XXXX XXXX ON XXXX XXXX XXXX XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$40.00} XXXX XXXX ON XXXX XXXX XXXX XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$40.00} XXXX XXXX   XXXX XXXX XXXX XXXX XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$1.00} XXXX XXXX & XXXX XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$44.00} XXXX XXXX XXXX XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$8.00} XXXX XXXX   XXXX & XXXX XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$1.00} XXXX XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$9.00} XXXX XXXX THIS WAS AN APP XXXX XXXX DOWNLOADED TO HIS PHONE XXXX CONFIRMATION NUMBER : XXXX XX/XX/2018 - {$8.00} XXXX  XXXX XXXX & XXXX CONFIRMATION NUMBER : XXXX

Company response to consumer: Closed with monetary relief