Consumer complaint received 2019-10-30
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: Card was charged for something you did not purchase with the card

Complaint:
I am writing to document the malpractice of XXXX XXXX and of XXXX XXXX of American Express. I have requested of the business their support with resolving the unauthorized use of my account for purchases with unrecognized merchants and the continue and multiple holds that remained on my account for a prolong time. I have only recently established my account and American Express has permitted my information to be compromised. I have in several occasions communicated with XXXX XXXX regarding my concerns and expecting appropriate action. 
I was in a joined call for more than 45 minutes with XXXX XXXX from the executive office, being told from department to department that they did not have access to my account and leading to no resolution. XXXX XXXX and I were transferred to XXXX, from the fraud department. XXXX did not know to address my concerns with any propriety, instead he continued to dismiss that XXXX XXXX was presenting an issue escalated to the Executive office. The poor practices have remained and have prevented me from my account from a prolonged time. When we continue to communicate that all identifying documentation has been provided and that there is no reason for the hold on my account, XXXX XXXX correcting errors of input by staff at American Express, XXXX still remain unhelpful and disregardful of my time and of my business. XXXX left me and the executive office member awaiting in the call as he consulted with supervision. It was almost an hour on the phone, I informed XXXX XXXX several times that I have need to get back to my work and I could not remain in the phone. The call was ended without any appropriate action for the part of American Express. Later, I receive a message from XXXX XXXX writing that she would not take ownership of the concerns presented and that instead she would have XXXX XXXX contact me. XXXX XXXX remained demonstrating abuse behavior that further dismisses and with the intent to coerce customers to make payment towards charges that I am not liable for. I provided to XXXX XXXX that there is a charge on the account that the merchant has corrected after I communicated that my information had been compromised and that I did not authorize the use of my information to make purchases with the business. American Express fraud team after having learned that the merchant had provided a credit as appropriate for the illegal charges, is still charging me for the fraudulent transaction when even the business has acted appropriately. 

I have presented my concerns numerous times to the American Express executive team regarding failure of the business to address my concerns regarding the unauthorized debits made to my accounts. The business has failed to address that they remain withholding me from managing my accounts is in violation with regulations in place to protect me and what is reasonable of a financial institution. XXXX XXXX has continue to obfuscate communication, withhold account information and complicate the resolution of my concerns.

Company response to consumer: Closed with explanation