Consumer complaint received 2020-08-03
Company: AMERICAN EXPRESS COMPANY
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Update on Previous Request : I contacted again for resolution to my issue, person handling my said that there is no record of my previous complaints. So I have to start the entire process with him again. 

A letter addressed on XXXX XXXX is basically another affidavid of forgery. 

This will have been the 3rd time this has been requested of me. I have sent them in previously with notary and basically I'm sure not one actually investigated the issue. There has been zero updates since my previous complaint and now seems to have been deleted from the system all together. I was given " it'll resolve in 6 months previously '' but to no avail. Please Please Please, assist in the resolution for this issue as I've now been out {$900.00} for almost 3 years of this. 

American Express : On XX/XX/XXXX I requested a credit for an overpayment to my card. {$900.00} would be refunded to me by check to be delivered by mail. I chatted with customer service to initiate this : Depute : XXXX On XX/XX/XXXX I had requested an update with American Express about the check being issued. In which they told me an new check can be cut and expedited to me. I made several phone inquiries about the check as well. On XX/XX/XXXX, Amex issued a letter that said that the refund check was cashed. I did not personally cash that check, The check says " pay to the order of ( unreadable name ) '' and a forged signature. Posting date of XX/XX/XXXX. Included in the response, was a affidavit of forgery to fill out that I did indeed fill, notarized and sent in. Dispute XXXX On XX/XX/XXXX, I called in to see what the situation was with my check, I was assured that the balance will be credited back to me by multiple reps at this point. However, when I called they said they had not received affidavit of forgery. In which I had to fill, sign and notarize a 2nd Affidavit of forgery to for my missing money. Dispute : XXXX On XX/XX/XXXX I received a message of receipt of my affidavit and that they will investigate. Dispute : XXXX XX/XX/XXXX Still no resolution and I've been without {$900.00} for 6 months. On XX/XX/XXXX I filed a complaint to the CFPB, and received a form to be sent in to The collections Fraud Packet CFBP Ref No : XXXX It filled it, faxed a copy into the stated line, AND sent in the filled packet by certified mail. Received XX/XX/XXXX signed by XXXX XXXX. I believe there was a corresponding case XXXX for it. I also resent in a signed affidavit of forgery, for the inquiry. On XX/XX/XXXX, I put in an inquiry on the status of the everything. I was told that status wasnt available. Case XXXX On XX/XX/XXXX AFTER the 6th month investigations should have been cleared I called in again, and after about 40minutes worth of hold time total, the service member advised that again, there is no update on any of it. Case : XXXX I have requested to speak with a supervisor on XXXX separate occasions including XXXX, all three times I was assured a supervisor would return my call and NONE have been returned. 

I have failed to be given any resolution on every step of the way, and I have been with out {$900.00} for an entire year, which has been a great financial burden. I request that my account just be immediately be credited for the amount, so I may finally get resolution to an issue Ive been dealing with for over an entire year. Please Help.

Company response to consumer: Closed with monetary relief