Consumer complaint received 2018-08-11
Company: AMERICAN EXPRESS COMPANY
State: MA
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:
This complaint is in response to DENIAL on my claims, Case number : XXXX of accounts number ending in : 1. XXXX, That I Initiated on XX/XX/XXXX of a total sum of {$6000.00}. 
2. XXXX, That I Initiated on XX/XX/XXXX of a total sum of {$3800.00}. 
3. XXXX, That I Initiated on XX/XX/XXXX of a total sum of {$4400.00}. 
Due to me being a victim of FRAUD SCHEMES. 
I have the legal right to a full and proper investigation under The Fair Credit Billing Act and The Truth In Lending Act Federal Law. 
I do feel that my rights have been violated due to not receiving a proper and fair investigation under my circumstances. AMEX has failed me by NOT conducting a reasonable investigation of my disputes accordion to the Law. I tried to initiate my claim on XX/XX/XXXX by call the AMEX customer services with was close to Impossible because they would not transfer me to the dispute department they asked me what my dispute was all about and as soon as I explained they shut me down and said they couldnt help me. I decided to try and make a second call the following day on XX/XX/XXXX and see if a different representative would help me out but I was wrong I got the same respond as the previous day. As a result I decided to search web and see if I could find a site, address or fax number with I could use to submit my claim. I come across a site for AMEX PURCHASE PROTECTION and I decided to submit my claim there because I didnt have any other choose. 
I initiated my claim on XX/XX/XXXX by submitting a form on the purchase protection site. I explained my situation of what my claim was all about. 
After submitting my claim there was a message stating that they have received my claim and they will be getting back to me. So on XX/XX/XXXX I decided to call purchase protection department to find out about my claim since I hadnt heard from them. There was a number on the site to call so I did so. When I talked to the representative they let me know that my claim was denied I didnt understand so I asked to speak to a manager. She asked me what my claim was all about, I explained my situation of what my claim was all about and also expressed that I was aware that I was over the time of a dispute but under the circumstances of my claim she felt that my case needed to be investigated. she proceeded to let me know that my claim was denied because that was the wrong department and they dont deal with this kind of claim. She was sympathetic and kind she was willing to help me find the right department so she called the customer service and explained my situation since I had let her know that the CS will not even listen to what I have to say. She come back to me and let me know that she has spoken to CS person and they will be helping out and take my dispute. I couldnt believe when I was speaking to the CS person she said she would be transferring me to the dispute department. When she did the person on the phone was so cold and shortly she hangup on me. I was so frustrated because I had a feeling it was intentionally so I would give up on my claim. As frustrated I was I made other call to the purchase protection department so as they can help me get my claim in the right department. I again as to speak to a manager and again I had to explain the whole situation all over again from the beginning to the end because this was a different person. She was so kind to help out and I did let her know that there was possibility that they may disconnect the call so I need her to spoke to them and make sure my claim was in and she did so coz I really didnt want to have to call again for a third time. After she was done I was up on the call so she can give me my claim number. She gave me this # XXXX for my claims but I had a question why I was only getting one claim # for three different dispute and her answer was that she was putting all the three dispute in one claim # XXXX. She concluded by saying that some one will be contacting me in a few days. 
I waited and also keep on looking at my online account to see if there was update about my claim but nothing so I decided to make a call on XX/XX/XXXX to follow up. I had to call CS department because I didnt have the direct # to the dispute department and again it was so frustrating to just get to the dispute department I had to speak to like 7 people before reaching the right person and I had to explain myself over and over again because no one is doing there job right they cant even transfer someone to the right department the first time it has to take seven try. AMEX customer service is the worst that I have ever experienced in a very long it.

On that same day I did find out that 1. One of my credit card ending with XXXX had been taken to collections while I was thinking my account was on hold while they were investigating my dispute.

2. My claims were denied the same day they were opened 3. I didnt receive any mail letting me know that one they have received my claim two they will be investigating and t what there finding were and the reason for them denying my claim. There was no communication. 
The person on the call was so unprofessional and couldnt even answer my questions. I wanted to know if he can see my claim # XXXX and the three dispute, He said yes but he could tell me why my claims were denied. All he could say is that it denied and they can not further help me. I asked for a deny letter to be send to me by mail and I have not received it up to now. This Complaint is Against American Express Dispute Department and not purchase protection department. There is no way that a fair and complete investigation was contacted in my claims. Amex use frustration tactics so one can give up on their claims by giving there consumes the run around and making it impossible to reach the dispute department. 

They have no intention of helping you there main goal is frustrating you to giving up the pursue of your claim. I have been loyal consumer of AMEX for many years with no incident and am very shock of how they treat their customers. 
I am a victim of fraud schemes and I purchased educational service ( which I though that would be beneficial to my life ) with MOBE that cost me over {$60.00} thousand of which I paid {$14000.00} using the above American express credit cards. I paid the rest using other different cards and those credit card companies have been very helpful and understanding and they are still investigating all my claims as I write this. I was willing to provided everything that I could get about this case to AMEX but they didnt give me that opportunity to do so. 
I will be attaching so documents that I had send to the purchase protection department because I dont have any for the dispute department I was never given a chance to submit any.

Company response to consumer: Closed with explanation