Consumer complaint received 2019-02-14
Company: AMERICAN EXPRESS COMPANY
State: NJ
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:
On XX/XX/XXXX I was a victim of fraud and forgery while using my American Express Credit Card. I am writing to plead for assistance from The Consumer Financial Protection Bureau and ask for a thorough investigation with American Express, as they are condoning, disregarding and quite frankly encouraging fraudulent behaviors from their vendors/merchants. 

On XX/XX/XXXX, my American Express credit card was charges 11 times for a total amount of {$8800.00} from a merchant named XXXX XXXX. I only authorized/signed for 2 charges - {$190.00} and {$1000.00}. I contacted American Express immediately once I noticed the pending charges. In speaking to the agent/representative, we were convinced the charges were an error as there were numerous and duplicate charges minutes apart from each other. 

On XX/XX/XXXX, all the charges posted and I immediately contacted American Express. The agent explained to me that they will open a billing dispute/inquiry with the merchant and made me feel comfortable that the charges are inaccurate and AMEX will get to the bottom of it. 

On XX/XX/XXXX, I received an email with an AMEX Message. The message was a note from the merchant stating that I am a regular customer and a copy of 5 out of 11 receipts. I have never been to this establishment prior to XX/XX/XXXX. I reviewed the receipts and noticed my signature was forged on 4 of the 5 receipts ( the {$190.00} receipt being the only one I signed/authorized ). I did not authorized nor was I aware of the 4 other receipts. None of the descriptions on the receipts decipherable. Once again I immediately contacted AMEX, and explained them the charges were fraudulent and my signature was forged. They transferred me to the Fraud department and I was assured that AMEX is going to initiate a thorough investigation. 

On XXXX XXXX, I called AMEX looking for a status update and an update on the remaining receipts. The agent/representative explained to me the investigation is still pending and they have not received the additional receipts. 

On XX/XX/XXXX, I returned a call to the Fraud department as they left me a voicemail. The agent/representative from the Fraud dept. explained to me that the fraud team will not investigate this case because I was present at the establishment with the card. The agent/representative requested I contact customer care to continue to investigate the case. I did not understand how this is not fraud as I did not authorize these charges and my signature was forged. I was told by the agent on XX/XX/XXXX that this was fraud and she transferred me to the fraud team. If this is not fraud I do not know what is Either way, I then contacted customer care again and the agent/representative explained to me that there is not much more AMEX can do for me and to figure out an alternative route. I was so devastated and disappointed with the agent/representative approach and response that I had to end the phone call. I took some time to compose myself from the disappointing way the previous agent/representative address the situation. I called back a few hours later and requested to speak to a supervisor. The supervisor ( XXXX ) came on the line and immediately repeated the same message the previous agent/representative provide me ( there is not much more AMEX can do for me and to figure out an alternative route ) without listening to my concerns. I explained to her that I do not feel this was handled accordingly from AMEX from the very beginning. 
i.e. 
How AMEX allowed 11 simultaneous charges minutes apart from each other There are 4 separate cases/inquires open and the agent/representative could not explain why 4 were open vs 1. They could also not explained why 1 was closed out the other 3 were still open nor can I decipher why The agent/representative agreed this was fraud and transferred me to the Fraud dept., the Fraud dept. did not even investigate the case even though I did not authorize these charges and my signature was forged The agents/representatives and supervisor could not provide me any updates on the case or updates on the remaining receipts on every call I made to customer care.

There was a credit on my account for {$1100.00} ( {$390.00}, {$290.00}, {$290.00} and {$190.00} ). Two agent/representative could not explain the credit and the supervisor ( XXXX ) stated the credit was from the merchant b/c of the duplicated charges. Shortly after this was explained to me, I receive an email stating the credit is being reversed. 
Communication and updates have been poor and inadequate The signatures and handwriting on the receipts are visibly and clearly mismatched ( Please see attached ) At this point, I contacted and engaged the District Attorneys office to notify them of the fraud and unjust business practice from this merchant. 

On XX/XX/XXXX I send an email to a member of the American Express Leadership team, to express my concerns on how American Express has managed and addressed the investigation/matter. 

On XX/XX/XXXX, I received an email from an American Express Executive Assistant, stating they have received my email and are reviewing my inquires and concerns. 

On XX/XX/XXXX, I received an email from the same American Express Executive Assistant, with an attached resolution letter stating We have extensively researched your concerns and determined all claims were investigated and correctly decisioned, because of the fact I was present at the establishment. Their outcome of all claims resulted in the following credits : {$1900.00} ( Vendor/Merchant entered an incorrect authorization code ), {$500.00} ( tip amount from the {$1500.00} charge ), {$400.00} ( tip amount from the {$1100.00} charge ), and {$80.00} ( tip amount from the {$200.00} charge ).

I responded with my concern that this was not thoroughly and extensively reviewed as they stated. And requested a call to discuss the actions and steps that were taken to extensively research my concerns. 

On XX/XX/XXXX, I spoke to the same American Express Executive Assistant, to review and address my concerns. I ask a number of questions and what steps/process were taken regarding how American Express came to their decision. She was very abrupt and refused to answer specific questions. Her common response was You were at the establishment. I explained to her that their vendor/merchant had possession of my American Express Credit Card for the duration of my stay at their business. During that time span, they processed 11 separate simultaneous charges without my authorization. They then provided you 10 receipts with signatures and handwriting that are visibly & clearly mismatched and forged. Because I was at the establishments does not mean I authorized the charges. Below are a few of the concern I attempted to discuss with the American Express Executive Assistant to no avail. 
Why was I, nor the vendor/merchant, not physically contacted ( Called ) during the investigation Did American Express review the Merchants history An explanation of the Charges ( I can not decipher the descriptions on the receipts And the merchant would not return my call ) Why certain tips were credited and not others. 
o Her explanation was, any receipt with an X marked on the line for a tip would be credited. 
o There were receipts with X marked on the tip line that were credited and not credited o She stated she will look into why there was inconsistency on American Express 's part with the credit issued for the tips Why was only one charge of {$1900.00} was credited.

o She states the Vendor/Merchant entered an incorrect authorization code o I requested the purpose and meaning of entering the authorization and she refused to explain it to me.

Why did I not receive all of the requested receipts until weeks/months later from American Express ... I requested them numerous times and they finally provided 10 out of the 11 receipts to me in batches when they clearly had all of them from the beginning. ( I am still missing 1 receipt including the receipt I signed for {$1000.00} ) I received endless inconsistency with the credits provided. I was provided numerous credits on separate occasions and then the credits were removed on separate occasions. As a matter of fact, shortly after my call with the American Express Executive Assistant, where she went through and confirmed my credits, I received notice the same credit is being removed.

Inconsistent messaging form American Express employees o The numerous/separate cases caused inconsistent responses/messages from the customer care agents every time I called in. The Communication and updates were poor and inadequate. Each Customer Care Agents provided me a different and inaccurate update or were not able to provide me any updates at all.

The signatures and handwriting on the receipts are visibly and clearly mismatched ( Please see attached ) How AMEX allowed 11 simultaneous charges minutes apart from each other, while the vendor/merchant had possession of my Credit Card. They provided you 10 receipts with signatures and handwriting that are visibly & clearly mismatched and forged. 


I am pleading with The Consumer Financial Protection Bureau to investigate this matter. The fact that American Express accepts/allows this vendor to provide dishonest business practice and fraud to any patron is unacceptable, disturbing and frightening. How can American Express support, allow and accept this merchant to continue to provide unfair, dishonest and fraudulent business practice in our community? 


The Name/Address/Phone of the merchant that committed fraud is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX Thank you

Company response to consumer: Closed with monetary relief