Consumer complaint received 2020-10-30
Company: AMERICAN EXPRESS COMPANY
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
To whom It May Concern, On XX/XX/2020 I was checking my account when I discovered three transactions I hadnt made. As they were pending, I called AMEX customer service immediately to stop the charges. To my surprise, I was told that I had to wait until the charges completed before I could dispute them. So here I am telling AMEX before the money left my account that I found fraud and again the answer was that I needed to let the money be taken before I could dispute. I was shocked, but did what I could in that I asked that the card be cancelled. 

The next day, the charges completed and I called AMEX and filed a fraud case. I disputed three charges in the amount of {$410.00} each made to XXXX XXXX. I let the AMEX representative know that the charges did not appear in my XXXX account as I did not make them. On XX/XX/2020 I completed and returned the fraud declaration requested by AMEX. 

On XX/XX/2020 I called AMEX to check the status of my dispute and ask if anything further was needed from me. I was told that the dispute was still under investigation On XX/XX/2020 I received an email stating that the investigation was complete and that the charges were authorized and my dispute had been declined. I was quite upset. Especially as I had informed AMEX that I didnt make the charges before the money even left my account. I called the AMEX fraud department to find out what was going on. I spoke with XXXX who was unable to provide any further details regarding thee declination of my dispute and suggested that I write AMEX a letter and send it in the mail. I spoke with XXXX supervisor XXXX XXXX employee number XXXX ) who was also unable to resolve my concern. I asked for contact information for corporate complaints and was denied. Instead, was transferred to XXXX manager, XXXX ( employee number XXXX ). XXXX was unable to provide any additional information and suggested that I contact XXXX. I again informed AMEX that the charges do not appear on my XXXX account because I did not make them. I again asked for corporate complaints XXXX told me he didnt have that information. I asked to speak to XXXX boss, XXXX ( employee number XXXX ) and he told me she wasnt there. So I asked to speak to whoever was covering for her and XXXX stated that I would not be allowed to escalate past him. I again asked for corporate complaints and again was denied the information to appeal my dispute further. 

In summary, I found charges in the amount of {$1200.00} that I did not make pending on my account and called to stop them. AMEX told me they couldnt do that and so let someone else spend my money. I disputed the charges as instructed and AMEX is telling me that I made the charges and not giving me my money back. Instead they are referring me to XXXX after I have already informed them that these charges do not appear there. This is not right. I have attempted to resolve this matter with AMEX and been dead-ended. Please help.

Company response to consumer: Closed with explanation