Consumer complaint received 2017-10-31
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
Sent To : American Express XXXX XXXX XXXX XXXX XXXX Good Afternoon, I have a serious complaint in regards to how I have been treated by the representatives and question the process protocol and basic understanding of how processes take place in your company. After XXXX hours on the phone with American Express XXXX, I have no resolution and have had a disgusting customer service experience. 

On XXXX/XXXX/XXXX at XXXX, I received a text message from XXXX XXXX XXXX XXXX : Asking " If I tried to charge XXXX at XXXX # XXXX, Reply 1 for Yes 2 for No ''. I responded " No '' then received  another message to call American Express Serve. I called immediately and heard my balance was low. I discussed with the representative that I was just leaving work and had not used my card. She assisted with turning the card off and canceling and stated she would mail me a new card. She also advised me if I needed money because my direct deposit goes into this account, that I can transfer any balance to another card if I know someone with a card. She told me she could not work on a claim because the charges ( {XXXX} total ) were still in pending and she needed them to complete to start a claim. I work XXXX miles from the place of the charges and have proof via a time card with an address on it to show I was at work just before this crime took place. After I spoke with American Express, I googled the store and called them directly. They advised me to call the police and their payment verification department for more details. The next day XXXX/XXXX/XXXX, I called Amex XXXX to find out the next steps, I need money because this is not credit, my bills are being declined. I spoke to XXXX representatives who could not figure out why my app could not let me transfer, finally I was told it was due to a security protection on the card. I contacted XXXX XXXX payment verification department who advised me the amount of charges and that product was purchased with a magnetic swipe of my card. After I see the charges complete on XXXX/XXXX/XXXX. I contacted American Express serve to start the claim. After XXXX XXXX on hold, I reach a rep who starts my claim. I submit the fraud declaration, including that I started police action and signed a legal declaration that I did not know charges were made or authorized by me. I also wrote and submitted a statement letter. I never lost the card and have it on my person at this time. 

My claim was denied I was sent an email that my account is permanently closed. I still have funds in that account for which at that time a refund request was not made. I had to inquire that to be done on a call on XXXX/XXXX/XXXX to XXXX ''. I was told my purchase was found to be authorized by at least XXXX representatives who had no further details for me. I was also told I can send an appeal. I was told by a representative that the card was swiped for gift card purchase. How can that be, when the parent company of XXXX XXXX, which is XXXX XXXX called me to tell me the details and told me no CARDs were purchased. I asked what was the process included in the investigation, because the police was not contacted, the payment verification department, so AGAIN how was this conducted and I am being given incorrect information. Half of my money was stolen, some money was transferred and the rest is being held XXXX for an invalid and poorly constructed investigation. Yesterday I was told by XXXX that any other company would disclose basic details because I am a victim of identity theft. I need information to send to my creditors. I cried, I asked for managers and was told he was the only one available and he had no resolution but responded like a robot to please send a police report, ( I have submitted the complaint slip, from the precinct because reports take XXXX weeks to create the full report, the detectives assigned to the case will go to the store to look at the camera and investigate ( AS THEY ARE SUPPOSED TO ) The police report # s because there are 2 on file. One at my local XXXX XXXX precinct and by my office in XXXX at the XXXX Precinct. The report # s are XXXX and XXXX. No other financial institution treats people like this, makes them jump through hoops just to speak to representatives that have no basic common sense to help someone through a first time issue like this. I filed identity theft with the FTC commission so they can also investigate. My FTC Report # is XXXX. I was still told by an Amex Serve account services XXXX XXXX '' that this is still not acceptable and they need a police report to appeal. What is a floor manager? A person who makes sure everyone is working in an offshore work facility. I need a financial account representative in a real financial and investigatory department. 

This has been the hardest company I have ever dealt with due to such poor communication. The offshoring of your customer services departments have resulted in your customers having to jump through hoops to have you staff understand my basic issues and how illogical and poor process their work flow and investigation is. This process is helping criminals walk around with my money and here I am crying to representatives that tell me when I 'm explaining to them another companies process ( because I work in management in customer service in the XXXX industry ) would be to investigate thoroughly and not in one day and not by calling the store directly which is what an Amex XXXX told me on one of my calls ( over XXXX ) The rep yesterday who was the only supervisor available told me " Good For You ''. Please look up XXXX call on XXXX/XXXX/XXXX at about XXXX pm, when I looked at the phone. It was a disgusting conversation with no resolution or additional information to why the claim was incorrectly denied without proper research and investigation when I provided all details and faxed multiple times. I called American Express in XXXX XXXX last night to place a complaint regarding my treatment on the phone with no resolution since XXXX/XXXX/XXXX. 

I used American Express XXXX XXXX because I thought it would hold the same values and reputation as an American Express XXXX customer. I see that is not the case. I want my card issues resolved asap because I am a victim treated like if Im a lying savage. And have to prove my innocence even though I have submitted everything that no other company may require. I see the fraud protection is not honored for this card. After this is resolved, I would not be doing business with your company anymore as this has been a nightmare that has caused me so much stress, crying, grief. The situation of identity theft is already stressful and hurtful. I feel so violated and transparent. I feel so scared that my information was exposed and somehow someone was able to use my money even though my card has never left my wallet. I hope that my issues can be resolved and that your staff gets a training in compassion and prompt resolution of customer services issues. 

I thank you for reading this long complaint, I hope this does n't happen to anyone else. It has been a hard experience. 

Thank you, XXXX XXXX XXXX XXXXXXXXXXXX

Company response to consumer: Closed with monetary relief