Consumer complaint received 2023-03-09
Company: AMERICAN EXPRESS COMPANY
State: PA
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:
On XX/XX/XXXX I logged into my account to realize there was 2 charges I knew immediately I didn't make! One charge was a place called " XXXX XXXX XXXX XXXX '' for {$400.00}. Another charge was from a place called " XXXX XXXX XXXX XXXX '' for {$230.00}. I never heard of these businesses or used my card at them, so I knew without question they were fraudulent charges made by someone else. I also know I didn't spend that kind of money at any businesses! I immediately called American Express Serve to notify them of this, it took me almost an hour to get through to a human being who then transferred me after I told them everything that happened. I was transferred to the account protection department where I waited on hold for another hour before speaking to someone else. Once I explained everything to this department, they said okay well these charges are pending and they haven't cleared so wait 2-10 days until they clear and call us back. I was like well I can get frauded again before then! No one even offered to block or replace my bank card! They were very unconcerned with the matter and said there was nothing they can do right now. I then hung up and created a separate account online called a " goal '' where I transferred all my money out of fear of my card getting used again while I'm waiting for the first 2 transactions to clear! Just starting this process already made me feel very uneasy, it immediately felt like American Express did not care. But I waited until the charges cleared and called them back. That happened to be on XX/XX/XXXX! Again I had to sit on hold for 45 minutes before getting through to anyone! I explained the entire situation all over again from scratch! They finally said okay we will email you a form to fill out for the fraud claim and if you want we will send you a be card. I said of course I need a new card! They charged me {$20.00} to expedite a card to me, otherwise I had to wait regular mail which would be around 10 business days for a new bank card. I explained it was wrong for me to be frauded and also have to pay a fee for a card after all I'm already going through as a customer! But I did it. On XX/XX/XXXX I received the form from them via email. I filled it out in detail and submitted it to them online. Now it's XX/XX/XXXX and I have not heard from my bank yet about the status of my claim! I also know I'm supposed to receive a provisional credit while they are investigating my fraud charges, I have received that either! So I call them again and say listen I haven't heard from you and I want an update on my fraud claim! I am told they don't have one, out can take up to 45 days to investigate so I'll hear from them when they are done. Once again I am not treated with any type of care by a single agent I speak to at American Express Serve! Finally on XX/XX/XXXX I get an email saying your fraud claim was denied. We didn't find any wrong doing. THAT'S IT! No explanation, no telling me why they came to this decision, nothing! I couldn't believe it! Now I've had this account with American Express Serve since XX/XX/XXXX! I actively use this account for everything! All my paychecks get direct deposited into this account! My tax returns get deposited into this account! Year after year I have faithfully been a customer! Paying them {$5.00} a month to use them as a bank! And after trusting you with ALL my money every month for 5 years, you deny my claim for fraud when I get violated for HUNDREDS of dollars!?! That to me is completely unacceptable! I'm supposed to take a loss of {$630.00}!!! When you told me I am protected against fraud and against charges I did NOT make! And I am telling you I DID NOT MAKE THESE CHARGES! I can not stand for this! So I am coming to the CFPB to help me fight this violation! I am also closing all my accounts with American Express Serve after this problem is fully resolved. I can not and will not trust a bank with my money that so easily refuses to protect my money!!!

Company response to consumer: Closed with monetary relief