Consumer complaint received 2023-10-02
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit 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:
You get flooded with emails every day I can imagine. I used to work for XXXX XXXX and I always respected Amex as a head of the curve. I remember when XXXX XXXX was dipping its XXXX  in XXXX XXXX ( 10 years ago ) and you all were with XXXX XXXX things. 

I am writing to you today because I had major fraud charges against my account and provided ample evidence showing such and they seem to just not care. It's rare I look up an executive at a major firm to write an email like this. 

I don't want to make a long story short but basically, I got in a major accident in XXXX and had to have XXXXXXXX XXXX XXXX XXXX. The hospital in XXXX took my credit card and charged it to beyond $ XXXX. I would be okay with that except for the fact they promised to only charge {$5000.00} on it. Now here is where things get interesting : After they charged me the amount of money they did : In the emergency room they told me that it was going to be {$5000.00} to operate and keep me XXXX. I agreed and gave them my credit card and went into that XXXX that XXXX. I stayed in the hospital XXXX  and when I awoke out of XXXX the next day I had to get to an airplane to get back to the united states. 
Now they gave my credit card and items back out of XXXX. 
When I checked the American Express Bill I had 3 charges : - {$1900.00} - {$6500.00} - {$1300.00} Totaling : {$9700.00} Now I have proof I sent in they also billed the Insurance Company for XXXX 

They are double dipping. Getting my credit card charges of {$9700.00} + XXXX So when I disputed it they keep siding with the Hospital in XXXX, XXXX. When I keep providing proof to the disputes team they keep saying the charges are justified. They are literally running away with both more money then they should but also over charging me in the first place. 

I placed a response with CPBF and working at XXXX XXXX I know that can help. But the team was smart enough to say we are still investigating, even though they closed out some of the disputes. 

What I am trying to get at is they fraudulently charged my card, billed my insurance a different amount, and Amex Disputes team is ignoring the fact they are double dipping both my insurance and the Amex card. This is just purely not right. I don't look for C-level emails but once and a while you hear about a C-level actually going there is something wrong here. A hospital took his card, charged him without his consent, billed his insurance to get additional money, and the disputes team wants to take the easy way out and not deal with it. 

It's been a nightmare of a scenario especially because I had to have the entire XXXX redone from XXXX because of how bad they messed things up. But for some reason the Disputes team just refuses to take the facts in and keeps accepting that the XXXX XXXX, even with documentation from the insurance company, everything is normal. 

I hope this reaches the right group so they can really understand that this is not okay.

Company response to consumer: Closed with explanation