Consumer complaint received 2019-05-24
Company: AMERICAN EXPRESS COMPANY
State: AR
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I originally filed a dispute with AMEX Serve for several charges totaling {$240.00}. The charges are listed with XXXX ( 3rd party ) and after contacting XXXX I was given the merchants name and their contact information. XXXX was the merchant and I emailed back and forth to a representative named XXXX between XXXX and XXXX. The representative wanted me to upload the unauthorized charges uses what appears to be a game app. I explained that I have a company phone that has cell control and I do not have the phone app on my phone nor would I be able to download the app. My communication with this merchant will be uploaded as a PDF labeled Communication with Merchant. 
It was clear the merchant was not going to able to help so I contacted American Express Serve. I can not begin to explain what I have been through with AMEX while calling numerous ( 50 ) times and complying with their requests. This is the very beginning, On XXXX XXXX I contacted AMEX Serve and filed a dispute for the {$240.00}. I was told by the representative at AMEX that I would be getting a form titled declaration of fraud and that I need to fill this form out and upload to them. The very same day I filled out the declaration of fraud and attached a statement with all the unauthorized charges highlighted in yellow. The fraud document stated to attach more pages if necessary. This file will also be uploaded and it will be named Declaration of Fraud_disputed charges_XX/XX/2019. At this point I wanted the provisional credit that I was told would be in my account after 10 days. Here is were things get twisted and I begin to get upset. I receive an email on Tuesday XX/XX/2019 which I do not see until I get home after work. This email states that I have not correctly filled out the declaration of fraud document because there were a total of three charges not listed. This email is sent two days before I am supposed to receive the provisional credit which would be day ten. I called a representative at AMEX and wanted answers about why it took so long for them to determine the form was not filled out correctly. To be honest the representative was speaking broken English and what I did understand was that I would have to wait the full 45 days for a credit if the dispute was found in my favor. 
I had to leave town with my job for a week and because their request was to type out all the disputed charges on the declaration of fraud document, this took some time and was uploaded on XXXX, XXXX. Note : The fraud document with all the charges individually listed will also be uploaded for review. 
The one thing I would like to add is that my wife 's debit card with another bank had a total of four charges from the same merchant and within 24 hrs a credit was issued and two days later the credit was permanent and found in her favor as fraud. This whole process has taken so much effort I have come close to giving up but after receiving an email today which is XX/XX/2019 I gained some steam. AMEX Serve has determined that no error occurred and that transaction ( s ) in question was authorized. Therefore the transaction ( s ) is not eligible for credit to your Account. 
I would like include that I located over 300 complaints on this company just on one website and the majority of the complaints was for one reason or the other AMEX was holding customers money or not returning money and of course the dispute process they have adopted, I don't think I read a dispute complaint were a merchant was found to be at fault and the customer was returned the money. I am very glad I came across this website and that I was able to file a complaint because I did not know were to turn.

Company response to consumer: Closed with explanation