Consumer complaint received 2022-10-25
Company: AMERICAN EXPRESS COMPANY
State: GA
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:
On about XX/XX/XXXX - my cards were fraudulently used and enrolled in american expresses Send and XXXX / XXXX. 2 {$2000.00} charges / transfers were made. I notified amex within 24 hours. amex acknowledge the fraud and sent two replacement cards. my app password and identification number were changed. I was informed I was not responsible for any fraudulent activity, and it could take 30 days from the fraud investigation. 

I received and activated the new cards. 

On about XX/XX/XXXX my account still showed the 2 {$2000.00} fraudulent transfers as they had not been reversed. I called and talked with an amex representative. That person represented they unenrolled my accounts from XXXX and XXXX and it could take up to another 30 days for their investigation to resolve as the initial investigation did not appear to be in their system. 

I waited 30, days and there was no resolution and no communication from amex about the status of the fraud investigation. 

On about XX/XX/XXXX, I again called amex as I had received no communication other than requests via email and phone from them to make payments on my two cards. I responded to one of their emails with a brief summary of the situation and requested they not report my cards delinquent as I had may payments related to all legitimate activity but had not paid any amounts related to the 2 {$2000.00} fraudulent charges or the associated interest and penalties. 

I was reported delinquent to the at least one credit bureau about this time. To the best of my knowledge, this is the only negative mark I've ever had related to a non-payment. It caused a significant decrease in my credit scores. 

During the call on about XX/XX/XXXX, I received similar communications from amex as the call on about XX/XX/XXXX that there appeared to be an administrative error and the fraud case had not been setup or resolved within their system. This was highly frustrating as it was at least the 3rd time I had to report the fraudulent activity. They again informed that I wasn't responsible for fraudulent charges and they would contact me in approx 30 days notifying me of the resolution of their investigation. 

In XXXX and XXXX, I received numerous call from american express requesting I make payments on my accounts even though I paid all legitimate charges and there was an on going fraud investigation. 

About the same time, amex suspended activity on both my cards and I am currently unable to use them. 

On about XX/XX/XXXX, I again talked with Amex. After recounting the situation for at least the 4th time, I was told I would receive a call on XX/XX/XXXX with an update regarding their investigation. 

I received no updates on the investigation until I called amex on XX/XX/XXXX. During the XX/XX/XXXX call, I again provided the situation to an amex representative. They have informed they will call me on XX/XX/XXXX after XXXX eastern with an update on the case as the representative wasn't able to connect directly with their fraud team after I spent over 1 hour talking with them. 

In summary, there were fraudulent charges/ transfers on my amex cards about XX/XX/XXXX and after numerous calls to amex, it has not been resolved. They represent they will reach out to me, but the only communications they initiate are request for payments and notifications my cards are frozen.

Company response to consumer: Closed with monetary relief