Consumer complaint received 2021-03-18
Company: AMERICAN EXPRESS COMPANY
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Problem with personal statement of dispute

Complaint:
Hi Second request more information. 
Most of the information is below attached. I wanted to tell you exactly what happened to cause this issue. We lived in XXXX from XXXX to XXXX full time. We moved back to XXXX. to be close to our Kids and Grandkids.. Rented a home in XXXX XXXX XXXX XXXX had a contract for 3 mos. XX/XX/XXXX we sold our house in XXXX on XXXX we stored a full POD which is in XXXX XXXX, XXXX  for a year now.We came back to the XXXX rental and when that ended we rented a home for 8 mos. in XXXX XXXX XXXX XXXX and had a contract. We were building a home in XXXX XXXX XXXX XXXX XXXX we contracted with XXXX XXXX late XX/XX/XXXX. As we were starting to build we had an accident in XXXX with a built on grill explosion in the rental which was 3 yrs old.and my wife had severe XXXX and XXXX XXXX XXXX on her XXXX XXXX XXXX XXXX and need care for six mos during COVID I had XXXX XXXX  on my XXXX XXXX.we were In the home daily with home care and Drs etc for a very long time. Im totally XXXX and thad take care of her. Im telling you some of our story to explain what happened to us. In XXXX and XXXX we were up north with our children to help care for my wife it was the second trip we did and the rental agreement ended. We decided again to come back to XXXX  and look for a home so we again needed a rental all our personal items were in my car from top to bottom. 
When I booked this property in XXXX thru XXXX at XXXX XXXX XXXX XXXX for 3 mos see attached we were going to buy a property our realtor had been looking while we we gone. I wrote XXXX attached XXXX that I needed contract and all registration forms to fill out so we would be approved by the XXXX XXXX. In XXXX XXXX if they Approved us during COVID and my XXXX with my health and immune system. I left XXXX XXXX from my sons and still no contract I started to believe we were taken and fraud us involved. I contacted American Express XXXX to dispute this transaction attached and explained everything to them since it wasnt paid yet. I only had 6 days until rental began and received nothing from XXXX on the rental. They just took over {$18000.00} dollars like it was nothing then I knew it must of been fraudulently taken by them or the owner. 
Since that time in XXXX we had to stay in hotels until my real estate agent got us a rental to use. 
I need that money for our purchase of a home in XXXX. This has hurt our credit history we were at over XXXX now XXXX. We are in the process of getting a mortgage now. 
Americam express on XXXX sent a letter that they credited my account for full amount so I thought it was finally over then on my XXXX XXXX they charged me again. No notifications sent to me at all, after all the calls. 
They wanted me to upload my dispute docs. But I didnt have anything to send them because I never received any. 
I have been with them since XXXX and had a perfect record with them. 
What ever help you could provide us would be greatly appreciate. 
Thank you, XXXX XXXX

Company response to consumer: Closed with monetary relief