Consumer complaint received 2020-05-01
Company: AMERICAN EXPRESS COMPANY
State: PA
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:
I was XXXX  from XXXX to XXXX. 
I am not 100 % sure who made the transactions but I could not have made the ATM transactions and did not authorize and transfers or purchases, listed below. American Express Company also is known as AMEX ; XXXX symbol XXXX - refunded one purchase stating I did not make the purchase but will not honor the other disputed items. This dispute has been appealed and re-disputed several times, due to American Express Company 's decision that the transactions were authorized because it did not raise any suspicion that they were potentially fraudulent. Yet, American Express Company offered potential provisional credit while an investigation of the dispute and asked me to upload documents ( which are provided in this complaint ). Untimely, their site would not let me upload the documents because of size issues ( up to 4MB ), and American Express 24/7 Company customer service and Fraud Department keep losing connection when I call or they do not pick up. Longest hold time about 3-4 hours and I will hold all day to get {$3400.00} back. The money was direct deposited from Social Security. I verified that knew my long in information and security answer, which were changed by someone. Regardless of the suspect getting activating a new card to get the PIN number, the card is not linked to the savings account. I set up automatic transfers of {$750.00} into my savings, before I went to XXXX, in order to have what I needed to re-establish my life when I came home. So when the suspect gained unauthorized access, it was to get to the savings because only about {$250.00} would be on the card. Also, the automatic transfer feature was turned off ( after the noted transaction : Move Money Out XXXX {$420.00} From XXXX Savings to Main Account XX/XX/2019 ) for months ( because you will not see that type of transaction again ) and then turned back on before I was released from prison. I realized this when I got a text message saying that the automatic transfer did not go through due to insufficient funds, because it took time to re-establish my Social Security Benefit to another account different from American Express Company, even though I did add money to the American Express SERVE account. I gave full disclosure to American Express Company and they still keep denying with the same response, but the gave a refund for the on 1 transaction when there were other purchases being disputed as well. With the COVID-19 pandemic, American Express Company is impossible to reach, regardless of when I call. Therefore, the American Express Company seemingly stonewalling me, with unreasonable time constaint. Disputing the following transactions below : XX/XX/2019 ATM Withdrawal XXXX - {$100.00} XXXX XXXX XXXX XXXX XXXX XXXX, PA XX/XX/2019 ATM Withdrawal XXXX - {$11.00} XXXX XXXX XXXX XXXX XXXX XXXX, PA XX/XX/2019 Store Purchase XXXX - {$3.00} XXXX XXXX  XXXX XXXX, PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX, PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX, PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX, PA XX/XX/2019 ATM Withdrawal XXXX - {$81.00} XXXX XXXX XXXX XXXX XXXX XXXX, PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX XXXX XXXX, PA XX/XX/2019 ATM Withdrawal XXXX - {$100.00} XXXX XXXX XXXX XXXX XXXX, PA Card Number Ending in - XXXX Statement Period XX/XX/2019 through XX/XX/2019 Serve Customer Care XXXX XXXX XXXXXXXX XXXX, GA XXXX www.serve.com XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} Move Money Out and Debits DATE DESCRIPTION TRANSACTION ID AMOUNT XX/XX/2019 Move Money Out XXXX - {$420.00} From XXXX Savings to Main Account XX/XX/2019 Store Purchase XXXX - {$16.00} XXXX XXXX  XXXX XXXX, PA XX/XX/2019 Store Purchase XXXX - {$43.00} XXXX XXXX XXXX XXXX, CA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX  XXXX XXXX XXXX , PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX , PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX  XXXX XXXX XXXX , PA XX/XX/2019 Store Purchase XXXX - {$17.00} XXXX XXXX , CA XX/XX/2019 ATM Withdrawal XXXX - {$100.00} XXXX XXXX XXXX  XXXX XXXX XXXX , PA XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 Store Purchase XXXX - {$5.00} XXXX XXXX XXXX XXXX XXXX, CA XX/XX/2019 ATM Withdrawal XXXX - {$21.00} XXXX XXXX XXXX XXXX XXXX XXXX , PA XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Decline Fee XXXX - {$0.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Monthly Fee Waived XXXX {$0.00} XX/XX/2019 Card Replacement Fee XXXX   - {$5.00} XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX  XXXX XXXX XXXX , PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX  XXXX XXXX XXXX , PA XX/XX/2019 ATM Withdrawal XXXX - {$200.00} XXXX XXXX XXXX  XXXX XXXX XXXX , PA XX/XX/2019 ATM Withdrawal XXXX - {$81.00} XXXX XXXX XXXX  XXXX XXXX XXXX , PA XX/XX/2019 ATM Withdrawal XXXX - {$81.00} XXXX XXXX XXXX   XXXX XXXX XXXX , PA XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Decline Fee - Exceeded Withdrawal Limit XXXX - {$0.00} XX/XX/2019 ATM Decline Fee - Exceeded Withdrawal Limit XXXX - {$0.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Withdrawal XXXX - {$31.00} XXXX XXXX XXXX XXXX XXXX XXXX , PA XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 ATM Decline Fee - Insufficient Funds XXXX - {$0.00} XX/XX/2019 Cash Withdrawal ATM Fee XXXX - {$2.00} XX/XX/2019 Monthly Fee Waived XXXX {$0.00}

Company response to consumer: Closed with explanation