Consumer complaint received 2019-09-18
Company: AMERICAN EXPRESS COMPANY
State: NV
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:
On XX/XX/2019, I was notified that the dispute was closed and declined even when the transactions were fraud once again. Letter Attached. I was notified when I called back on XX/XX/2019 that the case was closed and the issue was not resolved within the 10 business days as stated per the communication with the company and the information which was submitted and the cardholders terms and conditions of fraud. I am being held liable for the fraud. which the communication of the American Serve Card is  Deceptive with marketing practices and state law in Nevada. After going through my statement this is why Ms. XXXX states the charges were more than the {$910.00} after locating the first date of the charges {$1400.00} correct amount and submitting the correct paper work the first time when asked by the dispute department declaration of fraud form on XX/XX/2019 - XX/XX/2019 with closed card account number XXXX. The company stated to reopen the claim and resend the information, I also asked was the delay or the claim closed because of the new card and was told no and the employee XXXX told me the general statement that the claim was denied and when I asked her to review the account information once more and preview the same claim information with the credits she said she could notice how the claim remained of the claims were denied when the start of the claims were approved without error no addition notes, accept the claim was valid for fraud for {$35.00} from the same merchant out of {$1400.00}. The company purposefully cherry picked the claims to approve even though I sent evidence showing these charges were not mine and I did not authorize the charges {$1300.00} remaining. XX/XX/2019 XXXX. The scam merchant sent me an email asking for a copy of my credit card. I did not send it. On XX/XX/2019 I notified American Express Serve customer service that I had received text message alerts totaling {$910.00} was made using the card at a XXXX XXXX /XXXX XXXX   with out my permission. I was told their was noting they could do, in my card holders agreement it states the card is protected from fraud. I have never made a claim because my card is normally secure. somehow my card was compromised and I was charged via an online portal. I contacted the merchant and no one responds. the merchant information is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX International phone number : XXXX XXXX I had the card blocked because the rep said I could not close the card to protect the remaining fund and direct deposit on the card. I notified the FTC and local police, the police department said if it did not happen in their jurisdiction there was nothing they could do because I did not have the proper information for the merchant because they are not located in the US. I did contact the FTC to and file a claim which is XXXX. I am also a vidicm of identity theft as well from XXXX and XXXX data breaches and some other company.

Company response to consumer: Closed with explanation