Consumer complaint received 2016-09-26
Company: AMERICAN EXPRESS COMPANY
State: GA
Product: Other financial service
Sub-product: Traveler’s/Cashier’s checks
Issue: Lost or stolen check

Complaint:
On Friday afternoon XXXX/XXXX/XXXX at approximately XXXX XXXX my home office was broken into and {$4000.00} in XXXX 's checks and {$12000.00} in Cash were stolen. Officers arrived and made a report I reported to American Express around XXXX XXXX. XXXX/XXXX/XXXX - called XXXX customer service and was told they were still investigating. 
XXXX/XXXX/XXXX - called XXXX customer service and was told they were still investigating XXXX/XXXX/XXXX - Received a call from XXXX XXXX at XXXX and was ask if i knew XXXX XXXX. Answer no. He stated she was trying to cash checks I reported stolen XXXX. He accused me of not signing the Cheques in the top left-hand side and indicated i violated their agreement on proper handling of these Cheques. 
XXXX/XXXX/XXXX - I was getting anywhere with XXXX customer service and also being accused of not signing the Cheques properly which I have proof they were signed, ( photo Copies with my signature ), so I decided to contact someone with XXXX who is located in the US. I looked up XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX. XXXX hours later XXXX XXXX XXXX - corporate Affairs returned the call and apologized for the poor treatment and emailed me asking for the purchased XXXX XXXX documentation. I sent her the info. 
XXXX Sent several emails to XXXX at XXXX asking for updates and the name and location of the branch were these cheques were being cashed/attempted. No email back so I called. She would not give me information and said it was turned over to investigations. 
XXXX/XXXX/XXXX Received email from XXXX at XXXX " Dear XXXX XXXX, Thank you for sending the requested documents however I do see that the claim form is still missing. May I request you to please forward the same as well? Sincerely XXXX XXXX '' XXXX/XXXX/XXXX - Since the claim form they are asking me to sign is unreasonable do to the " Statement and Agreement '' at the bottom of the form, I retained an Attorney to review the form and was advised not to sign tis without an explanation and clarification of XXXX of the clauses in the " Statement & Agreement ''. I do not have a problem with the information they are asking for or most of the " Statement and Agreement ''. I do have a problem with the following clauses, In consideration of the payment of this refund by the Issuer ( s ) specified above ( " Issuer '' ). I agree to reimburse the Issuer ( s ) or its agent for its payment to any presenter of the face value of any Cheque I reported lost or stolen where I failed to sign the Cheque in the upper left corner, and countersigned it on the lower left corner, prior to the loss or theft. 
In addition to my reimbursement to the Issuer ( s ) or its agent of the face value of any Cheque, I further agree to reimburse the Issuer ( s ) or its agent for any loss, Liability or expense which it has incurred or will incur, as a result of the loss or negotiation of the Cheque or this refund payment to me. 
I understand that the Issuer ( s ) can not stop payment on any Cheque which I reported lost or stolen and owes me no obligation to refuse to pay any Cheque presented for payment. 
The second clause allows them to charge me anything they choose prior to refunding my money. This is another tactic to keep as much or all of my refund. 
XXXX/XXXX/XXXX - I sent an email to XXXX at XXXX and copied XXXX at XXXX customer service asking for this explanation and clarification. Waiting on response to this last email. 
It has been 1 month since I reported this claim to American Express and have had nothing but poor response, little information and a continuing effort on their part to delay or not approve my claim. This is not what they advertise. The sales pitch is that they will refund these quickly. 
Searching the web there are complaint after complaint that mirror my situation. 
Please let me know what other information is needed.

Company response to consumer: Closed with explanation