Consumer complaint received 2019-12-28
Company: AMERICAN EXPRESS COMPANY
State: TX
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:
XX/XX/XXXX, XXXX *received a text message from XXXX asking me if I tried to charge {$1300.00} at XXXX XXXX XXXX XXXX, XXXX XXXX, Fl. Told me to press 1 for yes and 2 for no. I pressed 2 to decline it. I was in XXXX XXXX, TX with my card in my wallet, not in FL. I then immediately checked my account and had {$0.00} balance when earlier that day I had {$1400.00} and some change. There were FOUR transactions that were pending, all listed as in-store purchases in FL. 

XXXX XXXX XXXX XXXX XXXX {$1300.00} * XXXX XXXX # XXXX {$20.00} * XXXX XXXX XXXX XXXX {$85.00} * XXXX XXXX # XXXX {$40.00} * I called the number on the back of my card XXXX and told them what had happened and they forwarded me to the fraud department to begin the filing a claim process. 

* During the phone call when asked to verify my information, it was discovered that my email address did not match what I had signed up under with my account, nor did the mailing address. I had NEVER called to change any of my information before, NEVER. She told me it showed I had called in a few days before the XXXX and requested that my email and mailing address be changed and updated, BUT, she would not tell me what it had been changed to, so I have absolutely no idea what they had on file for me. I gave her my correct info, changed my security question answer, password to my account and also my PIN number. She sent me an email with a reference number to refer to for future calls. After we got all of that sorted out ... 

* I told her about the text message and me declining the transaction and then seeing the 4 pending purchases. I asked her if she could stop them and she said she couldnt do anything until they either fall off or clear. She said I couldnt even file a claim until they were out of the pending which depends on the merchants time frame of processing. She said I could contact the stores and ask for info on the transactions and see if they could reverse the charges. I still to this day have no idea how this happened since I still have my card in my possession. 

* I hung up with her agreeing that something definitely was going on with my account and felt reassured that I would be taken care of. 

XX/XX/XXXX, XXXX * I looked up the phone numbers for the stores and contacted them all, receiving no help in stopping the charges. 

XX/XX/XXXX, XXXX * the first purchase clears and listed as a completed transaction on my account. XXXX XXXX # XXXX {$20.00} XX/XX/XXXX, XXXX * purchase at XXXX XXXX XXXX XXXX   {$1300.00} clears * purchase at XXXX XXXX XXXX XXXX {$85.00} clears * purchase at XXXX XXXX XXXX {$40.00} clears XX/XX/XXXX, XXXX I called the fraud department with a reference number provided to me through an automated voicemail in order to start my claim. They take all the information listed above and tell me they will email me in 1-2 days with an attachment to fill out a Declaration of Fraud form and that I needed to submit it within 10 business days of that day,  the XXXX. 

XX/XX/XXXX, XXXX * I received the email with the Declaration of Fraud form XX/XX/XXXX, XXXX * I upload and send in the Declaration of Fraud form Form with attachments of proof that I declined the transactions and proof that I was in TX when the purchases were in FL. 

XXXX XXXX XXXX XXXX XXXX I called several times to check the status of my case. They told me I had to wait 10 business days. 

XX/XX/XXXX, XXXX * I receive and email stating my claim had been denied based on the information provided, they found that no error or fraud had occurred. 
* I immediately called the fraud department, question them up and and down and re-opened the case. 

XX/XX/XXXX, XXXX * case is re-opened XX/XX/XXXX, XXXX * I receive the Declaration of Fraud form and fill it out again XX/XX/XXXX, XXXX * I upload my filled out Declaration of Fraud form and again attach a screen shot of the text message showing I chose option 2 to decline transactions, I also gave verification of my location at the time of the transactions, provided through my employer. I offered anything else they may need in order to verify but of course never contacted me or asked for anything. 

XX/XX/XXXX, XXXX * received an email informing me that my claim had been denied again and case was closed. 

XX/XX/XXXX, XXXX * after receiving the email I immediately called and asked to speak with a supervisor. I explained to him what had happened, that this was my second claim that had been denied ... I asked him with all the proof I provided, how was it possible that it could be denied. He said I had to write a hand written letter and mail it to receive that information. So I asked him, why were the charges allowed to be approved and processed when I chose option 2 in the fraud alert text I received that day. His response was, on our end it shows you approved them WHAT? I told him I sent a screenshot of the text and I clearly chose option 2 to decline the transactions. He said the transactions had already been made earlier before that text was sent. So Confusing! What is the point in sending an alert if its too late or if it doesnt matter what option the customer chooses ... he had no answer for me. Also, how in the world did they receive the info on their end that I had approved the transaction when I clearly declined it? Why did I only get a text for the {$1300.00} purchase at XXXX and not the other 3 transactions? No answers. He said I would have to speak with a different department for that so I asked him to transfer me, he then told me there is not a direct line to that department, so I asked him how was I supposed to speak with them, he said write a letter with your info, mail it and someone will contact you. 

XX/XX/XXXX, XXXX XX/XX/2019 * I requested for the case to AGAIN, be re-opened, sent in the Declaration of Fraud form with proof, waiting for 10 business days for their decision.

Company response to consumer: Closed with explanation