Consumer complaint received 2022-06-12
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/2022, I contacted American Express to dispute XXXX XXXX charges. At that time I was transferred to the fraud department and spoke with XXXX who advised the charges would be investigated and they would contact me within 30 days. Thirty days came and passed with no contact from Amex ; however, I could see changes occurring to my account online. Credits from XXXX XXXX were made as well as some fraud credits were beginning to show up on my account. 
XXXX contacted Amex and spoke with XXXX who advised me again that it could take up to 30 days to get a resolution. 
XXXX I contacted Amex again and was advised I had a credit balance and XXXX would issue a check to me. I was told to expect a check within XXXX days. 
XXXXAmerican Express contacts me to let me know the XXXX XXXX charges were not considered fraudulent and that they would be reversing the fraud credits. XXXX claims they had proof that I had made these purchases through some type of algorithm they use. When questioned further as to what I could do since I did not make the purchases, he advised me to contact XXXX and to open a police report. They would then review the charges again, but at this time nothing more could be done. 
XXXX contacted XXXX and spoke with XXXX. She advised credits had been issued and there was nothing more for them to do. 
XXXX contacted American Express and spoke with XXXX XXXX She advised the fraud case # XXXX had been closed and could not be re-opened. She did however provide me with the XXXX XXXX contact number and suggested I open a claim with them. That claim # is XXXX. 
XXXX noticing all of the Amex fraud credits had been reversed, I also could see that all of the XXXX XXXX charges had been re-billed back to my account. I contacted XXXX and spoke with XXXX who confirmed XXXX had not re-billed the charges. XXXX added XXXX, from XXXX support who confirmed the same information and that the credits they had issued back in the XXXX XXXX  time frame were still valid. 
XXXX contacted the XXXX XXXX Police department to open a police report XXXX That report ID is # XXXX. The detective over the investigation is XXXX XXXX. XXXX XXXX XXXX, with the XXXX XXXX police department came to our home to collect copies of American Express statements and take our detailed information concerning this theft. 
XXXX contacted American Express and spoke with XXXX XXXX He advised the re-billed charges would be reviewed and that a higher specialist would reach out to me within 30 days. He also advised I would receive an email from American Express to confirm the actions they were taking. This never happened. 
XXXX contacted American Express and spoke with XXXX XXXX She confirmed the re-billed charges were there and she would be putting these back into dispute. I provided the police report ID and the detectives name to her at this time ( again ). I was then transferred to the back end team handling the investigation and spoke with XXXX. I provided all of the same information to him and was provided an email address to forward all of the documentation to. ( XXXX ). XXXX advised now it could take up to 90 days before we know anything. 
XXXX contacted American Express and spoke with XXXX XXXX XXXX advised the reversals for the re-bills were made, however, I told her I was looking at my account on line and could see they had not be reversed. She advised it had already been escalated and that I should be receiving official notification from American Express. 
XXXX contacted American Express because I was charged a late payment fee of {$29.00}. I spoke with XXXX, from the account protection team. She reversed the late payment fee and said the account was still under review. 
Total amount XXXX

Company response to consumer: Closed with explanation