Consumer complaint received 2021-02-02
Company: AMERICAN EXPRESS COMPANY
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, XXXX, and XXXX 2020 while I was admitted in a XXXX facility, my card was fraudulently used totalling {$1100.00}. There were 5 charges all together. 1 from XXXX for {$26.00} on XX/XX/XXXX, 3 from XXXX XXXX for {$53.00} each on XXXX XXXX and XX/XX/XXXX, and 1 from XXXX XXXX for {$960.00} on XX/XX/XXXX. I had lost my phone prior to being admitted on XX/XX/2020 and had my account and debit card saved on my phone in various formats. There were no charges from XX/XX/XXXX till then and I have had this bank XXXX American Express Serve/American Express National Bank ) for over 7 years and never had any spending patterns like this and never had that length of time with no charges and an over XXXX balance during this time. I disputed the charges and was told I would get a provisional credit within 10 days. On the XXXX day they declined my dispute only stating they determined they weren't fraudulent. I disrupted again and again they declined it. I have never disputed anything on this account prior and they refused to give me any other information like the address the jelwery was shipped t ok and what prepaid phone numbers were activated on XXXX XXXX. It should have been pretty obvious besides all the other reasons stated since the first charge was ordering a background report on me to get all my other information. I naively had copies of my social, passport, and license saved in my photos on this phone so the thief had everyt6hjng they needed to do this once they were able to finally unlock it. They did refund the smallest XXXX  charge of XXXX which indicates they believe it was fraud but refused to refund the other charges totalling over {$1100.00}. I have tried to reach out to XXXX XXXX repeatedly and have gotten no where with their customer service because they want me to provide the order details and address and everything I obviously don't have since I didnt make the purchase. All I have for them to go on is the card and name used for the purchase. They should be able to easily see this {$960.00} jewelry charge was shipped to the thief 's address and other information from the order but refuse to. I was not able to dispute it again with my bank after the second denial as the option was no longer there on their website. I have documentation of all the above interactions and can prove I was in a facility during these dates where no phones or wallets were allowed during the stay so had no possible way to use the account. This is apparent also from my account as for years I would never have much of a balance within a week of my payroll direct deposits but during this time I had my paychecks sitting in there untouched. Please help me get my money back. Again I've never asked this bank to refund or dispute anything in over 7 years of being a member and they treated me like I was being fradulent trying to get money back that I had spent. I have a XXXX year old XXXX son that needs daily XXXX, and am a XXXX  father and this amount of money is very significant to me

Company response to consumer: Closed with explanation