Consumer complaint received 2023-09-25
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: 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:
I currently and have been a card holder with XXXX  and active account and card all attached to my app and email on my phone. Also all my primary info is update and current and accessible So if any changes or new cards or deposits or new information was added or XXXX  has all of these way to notify me as such. With that being said I filed my tax return with my preparer from XXXX XXXX  XXXX XXXX XXXX this year XXXX XXXX did my return again this year This year he sent me notice of my returns approval followed for a request of my direct deposit info. Before i could answer back he said I took to long and that he had the return going to a XXXX XXXX and that I should receive in few weeks well he stopped answering my calls and so did XXXX XXXX  XXXX so when the card never came I finally got my transcript showing it was deposited in XX/XX/XXXX  After remembering he had said it was XXXX  I had called them directly to see if maybe a new account had been added under my name and sure enough the operator said yes it was at XXXX and that my return had been on that card she also informed me that not only was there a different address but email as well I ask her to give the new info to me and she said that they could not give me that information on my account and she would not I asked why not if its my account that makes No sense then she hung up on me Then the operator was supposed to remove the new changes but she failed because as she had started filing all 39 charges they were also notifying him of the dispute i had to call back three time to have it fixed and then not only did they patronize me to the point of tears the escalated supervisor keep tell me why I was repeating my self and that to stop but I was only responding to her question she was horrid I couldn't answer anything about a card I never received I disputed all 39 charges twice both were declined with this response from XXXX  ... ..... 

Account ending in XXXX Hi XXXX XXXX, Recently you inquired about your charge ( s ) from your XXXX  XXXX  in the total amount of {$7600.00}. Based upon our investigation we have determined that no error occurred and that transaction ( s ) in question was authorized. Therefore, the transaction ( s ) is not eligible for credit to your Account. 

You have the right to review any documents we relied upon in making our determination. 

You may request this information by writing to us at the following address : XXXX XXXX  XXXX XXXX XXXX XXXX XXXX, GA XXXX Thanks, The XXXX  Team I also provided the police report from XXXX Texas from Officer XXXX # XXXX case number XXXX And my Identity theft case reference number XXXX At no point should any changes involving my account and ssn with out me getting a notice should of been possible They had many ways to inform me and due to there negligence on my account he was able to take all of my return and there is XXXX that is missing in the dispute from my return amount to the disputed amount

Company response to consumer: Closed with explanation