Consumer complaint received 2020-11-07
Company: AMERICAN EXPRESS COMPANY
State: FL
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: Card was charged for something you did not purchase with the card

Complaint:
I want you to know about my latest experience with American Express customer service and why I'll not use this card any longer. I have been a loyal American Express customer since 2006. I won't cancel my card, but I'll not use it again. If I canceled it it might hurt my credit score ( something I've never really understood ). 

After being XXXX from the XXXX XXXX at XXXX XXXX by my local hospital on XXXX XXXX, I asked the hospital to please call me a cab. There is only one cab service in this city that will come pick someone up from the hospital at XXXXXXXX XXXX. The fare was {$20.00} and I gave him my American Express card to charge. Then, because I knew, especially during these trying times we are under, I gave him a {$10.00} tip. 

On XX/XX/XXXX, I noticed a charge on my account at XXXX XXXX to XXXX and had no idea what that was for. There were already two other fraudulent charges I reported as well.I have had many replaced cards due to rampant fraudulent activity on this card. So, in addition to reporting the two valid fraudulent charges, I reported the {$20.00} XXXX  charge on XX/XX/XXXX as well. Then, less than one hour later, I realized what the charge was for and I called back Customer Service and told them to cancel the dispute. I was assured it was canceled. On XXXX XXXX, I received a message from the cab driver. He had found me on XXXX. He was very upset that I would have disputed the charge and wanted to know why. I immediately contacted customer service on XXXX XXXX at XXXX XXXX and asked them why the dispute was not canceled. I was told by the customer service representative that the dispute had been resolved and he should give it another 24-48 hours. 

On XX/XX/XXXX, I received another messenger message from cab driver saying because he didn't have the {$20.00} yet, he had a XXXX  balance. He truly lives day to day, cab drive to cab drive. Then he told me the bank also charged him a {$30.00} penalty because he had a {$0.00} balance. 

I called back customer service at XXXXXXXX XXXX on XX/XX/XXXX and got " XXXX '' who once again assured me this dispute had been canceled and he should have his money in 24-48 hours. At this point, I asked XXXX to get me a supervisor to speak to. I was on hold for over 38 minutes before I got to speak to the supervisor, XXXX. After the 38 minute wait XXXX discovered that my dispute had NOT in fact been canceled and the dispute was still active. The supervisor said he'd call me back on XXXX XXXX. He never did. 

In the meantime, back at the cabbie 's house, he's very unhappy and the messages are flying in. I didn't even try to explain it to him this time because it was so totally embarassing to me. So, I asked for his address, told him I'd stop at an ATM and get cash, and I'd come by and give him his {$58.00}. I did that at XXXX XXXX  on XXXX XXXX. 

I complained to the CEO of American Express, Mr. XXXX XXXX and he emailed back " Thanks for making me aware of this horrific customer experience. I will look into this immediately. '' Today is XXXX XXXX and the dispute is still active and American Express has not been canceled and the cab driver has still not been paid by American Express, only by me. I am out {$60.00} additional dollars because the cab driver should not pay for such a large bank 's mistake. 

I have been approved for a new XXXX rewards card and will no longer use my American Express card.

Company response to consumer: Closed with explanation