Consumer complaint received 2018-03-21
Company: AMERICAN EXPRESS COMPANY
State: AR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I called in to American Express Serve and reported my prepaid Serve  card stolen reported fraudulent charges the representative cancelled my card and open my fraud claim and asked series of questions involving my fraudulent charges. The representative informed me that it's a fraud case and I'm not liable for any of the fraudulent charges to keep an eye on my email in case they need any documents and if the decision is not made within the 10th business day that they were originally credit my account until the investigation is through. 
On XX/XX/XXXX I received an email stating that I needed to fill out Declaration of fraud form enclosed in the email and upload it or fax it within 10 business days. So I filled out the form on the XX/XX/XXXX and try to upload it to their link multiple times so I called customer service and they transfer me to technical support in which a XXXX gave me his email address which is XXXX. He guaranteed me he guaranteed me he was going to upload them to my account for me and not to worry. On the XX/XX/XXXX I called to check on the status of my claim and they informed me they receive no fraud document I asked him to look deeper and they said they didnt still didnt have it. So I got the documents together and I fax them to the number XXXX. I waited 30 minutes and called back spoke to a XXXX, she verified they had received she even looked over them while on the phone with me said they were verified and she would note the account and investigators are still working on my claim but not to worry by the 9th which was the 10th business day if they still haven't received outcome or decision on my fraud claim I'll receive a provisional credit until the time I do. 
On XX/XX/XXXX I received an email that my documents were not accepted so I called in spoke to a XXXX, he said that he didn't receive the first page of the document I said I dont agree because XXXX already verified it on the XXXX when I sent I need to speak to a supervisor he said they wouldnt be able to tell you anything more than what Im telling you and I said thats not my concern about what you think they would say please turns me to a supervisor so he put me on hold I waited 45 minutes on hold nobody ever came on the line. I called back and I spoke to a XXXX he said that they didnt receive the second page I said now that's funny because the last customer service agent I spoke to name XXXX just a minute ago told me it was the first page you guys didnt receive. I was very irritated at this point I said I need to speak to supervisor now he put me on hold nobody ever came on the line. So I hung up and I called back I spoke to a XXXX this time and he said is the second page was missing and I told him one person told me the first page the second person told me to second page and now you tell me a second page I know for a fact you received all the pages I have the proof in the receipts of the fax. He needed to get to the bottom of it cuz I received an email that my documents werent accepted and they already wore accepted on the XXXX by another customer service representative so put me on hold and then he came back online and said yes ma'am we did receive all the documents and they are verified we did find all the pages I'm sorry about the mix-up and I express to him the 10th business day was today when would I do receive my XXXX credit he said by the end of business day today you receive provisional credit if our decision hasn't been made and it says on your account at the back office is still investigating but no worries man you will receive a credit by the end of business day or your money and if investigation will be closed if a decision is made in your favor. 
On the XX/XX/XXXX still didnt receive nothing no emails or nothing so I called and they said that they didnt know why I didnt receive my credit but the back office which is the investigation team the one that handles the provisional credits is closed till Monday so Id have to wait till then. 
I called every day from XX/XX/XXXX until the XXXX they tried to say they didnt receive the documents again so I resent the verification that I did send them on the XXXX from this point it went back and forth back and forth and then eventually it was every one of them saying they were going to escalate the case but they cant directly contact the back office which is the investigation office on the XXXX I spoke to a XXXX and he said he got to the bottom of it and they said in the back office that they didnt receive the Declaration of Fraud and time so they had to send my case to a higher Department for investigation and I was I have proof why don't you guys pull the call records from XXXX  showing and verifying that I talk to supervisor that XXXX she verified it then a XXXX verified it in a XXXX and a XXXX. And quite a few others agreed with me he said I actually was one of them that verified it also so I dont know what is going on with them but its out of our hands down because they have transferred it to a higher Department. He said let me get ahold of my supervisor and see if shell pull the calls he put me on hold and came back and said supervisor told him that it would take 3 to 5 business days at least to pull a calls and then I told him I have the calls recorded also could she listen to those so he said that's a good idea hold on please and he asked his o supervisor. He got back on the phone and said she was said she would listen to him and hold on he was going to transfer me to her I asked if he could stay on one also for verification cuz I trusted him cuz hes been nothing but helpful and honest with me and he asked the supervisor and she said no so he put me on hold to transfer me I was on hold for over 45 minutes no supervisor came online. And as I was on the phone waiting for the supervisor to hear my proof I all of a sudden got an email saying that my claim was denied. That's kind of funny considering that they said they couldn't even do anything with my case because it was transferred or forwarded to a higher Department.. so I called the fraud Department back to speak to a supervisor a few times and I was on hold over 30 minutes each call finally I got in touch with one her name is XXXX she was very rude when I explained the situation and said it's not been documented on this claim that you even or supposed to talk to a supervisor about hearing and that would take at least five business days to get approval and from what I see here ma'am it's too late your claim has already been denied I can't help you no more or speak to you about this and hung up on me. I have calls recorded from the XXXX all the way up until the XXXX the actual phone call I was on as I received the email saying it was denied its total proof that I wasnt treated fairly and my case was not handled within the guidelines its total unprofessional Miss investigation of my claim I was lied to, hung up on, and in the end not given my money. 
I have EVERY SINGLE CALL RECORDED, DATES, NAMES, AND TIMES CALLED! I HAVE BEEN GIVEN FALSE INFORMATION, BEEN GIVEM POINT BLSNK THE RUN AROUND. NO CUSTOMER SERVICE OR VALID INVESTIGATION PROCEDURES WERE FOLLOWED AT ALL! ATTACHED AUDIO AND DICUMENTS TO THIS COMPLAINT!

Company response to consumer: Closed with explanation