Consumer complaint received 2023-02-14
Company: AMERICAN EXPRESS COMPANY
State: VA
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 discovered the fraud issue with American Express on XX/XX/XXXX. I called XXXX to inquire about the charges. No one was able to find an account with any invoices or charges. I reviewed the back end of my XXXX account & there were no subscriptions or ordered services. I spoke with a member of the fraud team named XXXX. He said it looked like fraud since it was from one vendor XXXX. Total fraud amount, at that time was : {$45000.00}. XXXX was to provide a new card & block XXXX. That did not happen. 

An e-mail was sent on XX/XX/XXXX that the case was released not as fraud. I called again on XX/XX/XXXX to discuss the status. Spoke with XXXX on the fraud team. I reopened the case. She realized a block was not put on the account & a new card had not been ordered. She completed the block & ordered a new card. Again, neither the block nor the new card happened. 

Called XX/XX/XXXX to ensure the block was placed on XXXX. I was ensured it was blocked. I asked about the new card & the fraud specialist said it would be delivered within the week. 

XX/XX/XXXX the new card was received. 

XX/XX/XXXXXXXX I filed a police report with the XXXX XXXX XXXX team. Called on XX/XX/XXXX to ensure an additional charge from XXXX was not to be received. I was ensured the fraud charge would not be allowed to go through. I reviewed all charges with XXXX after being transferred to many different people. She said that the charges were under review. 

Spoke with XXXX on XX/XX/XXXXXXXX. We reviewed the open cases & determined that 15 transactions were paid for a total of {$14000.00}. There were 3 that were rejected for {$1800.00}. The case was still open for charges from XXXX. Amount : {$30000.00}. 

On XX/XX/XXXX at XXXX, I received a call from XXXX from the back-office team letting me know the additional charges were considered fraud & I would see the refund on my XXXX statement. She asked me to provide screen shots of the hacking attempts to her e-mail. I sent all documentation to XXXX & XXXX at Amex at XXXX. 

On XX/XX/XXXX, I checked the statement to prepare to pay my XXXX payment. I pay my card early to receive 2 % cash back, My cash back deadline is XX/XX/XXXX. The charges were not refunded & put back on my card. The suspension of the {$30000.00} was removed as well. I called & spoke with a member of the fraud team who could not help me. I was told a supervisor would call me. 

At XXXX on XX/XX/XXXX, a supervisor named XXXX XXXX called me to ensure they were working on the refund for my account. He said I would see the update to the account reflected on my statement. I asked, when?. He said it would take them time. I let him know it needed to be prior to paying my bill on the XXXX. He agreed all would be taken care of by that date. 

I spoke with XXXX on XX/XX/XXXX to review the status of the case. He let me know the back-office team did put a note on the account that says the charges are fraud & they are working on the refund for {$30000.00}. He promised to call me back with an answer this afternoon. I never received a call. 

On XX/XX/XXXX at XXXX, I called & spoke with XXXX XXXX a supervisor for the Amex XXXX XXXX. He let me know that he could not find the case I was referring to & needed to check with the back-end office team. I learned that the back-end office team did not start their day until XXXX EST. He would need time to call me back. 

XXXX called me back at XXXX. He was able to send a message to the back office team, but it appeared the case was rejected. He could not give me reason for the rejection. He said the back-office team would get back to me & let me know the status of the case. He said to expect a call in 24 hours.

Company response to consumer: Closed with monetary relief