Consumer complaint received 2019-01-27
Company: AMERICAN EXPRESS COMPANY
State: VA
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 tried to use the card to activate my daughters phone with XXXX XXXX online. The card declined twice. When I checked my account I seen that I was charged {$45.00} twice, however my daughters phone was never activated. On XX/XX/2019 I called XXXX XXXX and they told me that both transactions declined and they did not receive payment. I called the American Express customers service line to see why the funds where removed from my account. The first representative I spoke to told me I would have to wait 8 to 10 business days for my refund. I asked to speak with a supervisor. I spoke with XXXX, badge ID # XXXX. She said she couldnt do anything about my situation and that I would just have to wait for my funds to be back on my account. I expressed very passionately that I needed the money now and how it was an inconvenience for me because not only do I not have the service from XXXX XXXX, but I dont have the funds either, she was very short with me and began to over talk me. I asked to speak to someone over her and she said She couldnt transfer to anyone else and I would have to call back. She ended up hanging up the phone after I asked her multiple times not to hang up in my face. I called back and asked the representative to speak to a manager and I was transferred to XXXX once again. She told me that she couldnt help me and to call back to speak to someone else. I called back and this time I spoke to XXXX, Badge ID XXXX, I clearly stated that I wanted to report XXXX, so please transfer me to someone other than XXXX. She said she understood and she transferred me to XXXX, once again. XXXX told me the same thing she told me previously and so we hung up and I called back again. I would like to add that when I was talking to XXXX, all I could hear was laughing in the background. The next time I called I spoke with XXXX, employee ID XXXX, I explained to him the situation and how I felt that the representatives I spoke to before were playing games with me. He assured me that he would get me to someone else other than XXXX. Finally, I spoke to XXXX, a supervisor, who assured me that she would email the manager for he or she to call me back. She said that there was nothing they could do regarding returning my money that day. After an hour or so, I receive a call from an unknown number. I pick up and it is a manager stating that they are from American Express. She listens to my complaints and says that the individuals involved will be reprimanded, yet she cant return my funds because of the eight day policy they have. I want this company investigated because they shouldnt treat people like this. I feel that they were discriminating against me and that is why they played with me, my time, and most importantly my money. In most cases, when a card is declined, the institution does not take funds for the service that was not given. This is not the first time I have went through this with this institution. Wednesday, XX/XX/2019, I called because {$200.00} was missing from my account. I found out that the institution was holding {$200.00} dollars because on the XX/XX/XXXX I tried to use the card to get gas at XXXX XXXX, but the transaction was declined twice and I was not able to pump any gas. In that case the representative transferred me to a supervisor and he was able to give me an immediate refund. This company needs to readdress their tactics and procedures as far as when the card declines. If the transaction declines, the money should remain in the account. This is a huge problem and what makes it even worse is the bad service one receives when inquiring about their funds!!!

Company response to consumer: Closed with explanation