Consumer complaint received 2018-09-05
Company: AMERICAN EXPRESS COMPANY
State: NJ
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:
My American Express Serve card was compromised on XX/XX/XXXX. I noticed it and reported it XX/XX/18 at XXXX XXXX. I was told at the time they would cancel my card and issue a new one. 

I was also told on XX/XX/18 that I had to wait till the charges were no longer on hold. My card account information was used at 2 XXXX ( XXXX XXXX ) gas stations for 6 separate transactions totaling {$990.00} in NC, it was also used for what appears to be a test thru a merchant in XXXX, TX for {$0.00}, that is still pending on hold and I live in NJ. My card is still in my possession. 

The XXXX transactions cleared on Sunday XX/XX/18. I called American Express Serve at XXXX XXXX  to notify them. I was hung up on. Transferred to the dispute team who said I had to talk to fraud, who transferred me back to disputes. I was told by a XXXX they would cancel my card and reissue it. Even though I explained that was done on Friday XX/XX/XXXX. 

That representative XXXX who is in the XXXX first asked me did I still have a subscription to the company in question, I asked what subscription was he talking about and he said to the XXXX XXXX. I explained that it was a gas station and not cellular services where the purchases were made and no on wold purchase {$990.00} in gas at any one time unless they were filling a fleet of trucks which I do not own. He stated the investigation team would be requesting camera details at the store to see if it was me making the purchases. I am clearly at this point upset. He stated I would receive paperwork and that it needed to be filled out in 2 days. I asked when I would get that paperwork he said in 2 days so I was confused and said you told me you would send it in 2 days I cant possibly meet a deadline if I dont have it before the end of that deadline. 

He hung up on me and when I called back at XXXX, I spoke with a female who didnt give me her name. She said I would receive an email with Declaration paperwork with in 24-48 hours. 

On XX/XX/18 I still hadnt received the paperwork and called at XXXX XXXX. Maverick another representative proceeded to tell me the paperwork is sent within 1-2 business days. Meaning I wouldnt get it before Thursday XXXX. When I asked to speak to a supervisor I was put on the phone with someone named XXXX and when I tried to ask for a manager after not getting any different response I was ignored until I had to hang up. These calls are all on my cell phone with times attached. 

I understand there are processes to go through but I can not afford for my account to be emptied and stay that way for such an extended period of time. I have tried numerous ways to convey the urgency of this as I have rent and other bills due that this money was meant for and this is threatening my livelyhood. 

Its is now XX/XX/XXXX and I still have yet to receive a phone call or the supposed paperwork via email. While I try to remain and positive as possible it appears that American Express Serve and its employees do not have rules they are governed by.

Company response to consumer: Closed with explanation