Consumer complaint received 2018-07-24
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
On XX/XX/2018 I made two purchases at XXXX XXXX  XXXX XXXX # XXXX. One in the amount of {$78.00} ( Receipt XXXX ) charged to card ending in XXXX. This was my second and final transaction of the day. Another in the amount of {$93.00} ( Receipt # XXXX ) that was charged to card XXXX. My purchase ended up on someone else 's card and someone else 's purchase ended up on my card. After my purchases I worked a XXXX to XXXX XXXX  shift. On XX/XX/18 I went to XXXX XXXX and attempted a transaction that was just over {$6.00} using my American Express Serve card XXXX XXXX XXXX. When the transaction declined I immediately logged into my account and found that XXXXXXXX XXXX had charged my AMEX Serve account {$300.00}. I did not authorize a transaction in that amount on XXXX XXXX or any time around that date. I filed a dispute with AMEX Serve on  XX/XX/2018. I also called the store to try to determine what happened that would cause that unauthorized transaction to be billed to my card. I spoke to the manager on duty whose name was XXXX. I provide her with the receipt numbers to investigate the transaction. She asked me to stop by the store so that she could see my receipts. When I arrived the manager reviewed my receipts to verify what I had shared with her over the phone. XXXX advised that she had pulled the video from their surveillance and was able to see when I was in the store as well as what I purchased with the two transactions I did that day. XXXX spent the next hour talking to me and her corporate office trying to determine how my card was billed for a transaction that occurred after I left the store. XXXX came back with a printed copy of the signed receipt with another consumer 's signature on the transaction slip with my card number. 

Since XX/XX/2018 I have filed four disputes with AMEX. Every dispute of this fraudulent transaction has been declined. Today ( XX/XX/2018 ) I spoke to XXXX who is filing an appeal to the most recent dispute that was declined by AMEX. 

No consumer should have to go through what I have gone through to dispute a fraudulent transaction. This has been more stressful than any financial transaction I've conducted in my XXXX  years of life. AMEX refuses to issue a refund citing the merchant as the issue. I called the customer service department for XXXX ( they own XXXX XXXX   discounts ) and they are blaming AMEX for the transaction not being resolved. After filing the second dispute, I requested a copy of whatever was used to make the decision to decline the dispute. I was provided with a copy of the merchant 's return policy. This has nothing to do with a return. The {$300.00} transaction was not done by me. I never authorized anyone to do the transaction. My card is in my possession to this day. It has not left my possession. 

I am not getting a proper resolution from the merchant or my card company. I need help. I need someone to make them do the right thing. I've asked that they pull video. I offered to send a copy of my license so that they can see it is not me doing the transaction. If they look at the signed receipt, it doesn't have my name on it. Whoever did the transaction signed their name to it. 

I filed a police report on the day I found out this happened ( XXXX XXXX Officer XXXX XXXX ). I don't know if someone in the store is committing credit card fraud. I don't know where else to turn for help. I pray that you can be of assistance. 

I'm attaching the receipts for the transactions I did authorize at XXXX XXXX on XX/XX/18. Neither of which were for {$300.00}. Neither of which were run against my AMEX card ending in XXXX. I've also attached a copy of my id so that the merchant can compare the video that day to my id to verify that I didn't do that {$300.00} transaction. I've also included a photo of my card to show that even after having it closed out because of this transaction, the card is still in my possession. 

Thank you in advance, XXXX XXXX

Company response to consumer: Closed with explanation