Consumer complaint received 2015-04-02
Company: AMERICAN EXPRESS COMPANY
State: CO
Product: Prepaid card
Sub-product: General purpose card
Issue: Fraud or scam

Complaint:
XX/XX/XXXX : Discovered multiple charges on my card, XXXX total, which I did not make. I called AmEx, the representative cancelled the card and issued me a new one. At that point XXXX charges had been paid so I asked to dispute them. 
XX/XX/XXXX : Faxed dispute papers : for {$270.00} XXXX XXXX XXXX XXXX XXXX and {$50.00} PAYPALXXXX XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX : Received email informing me the disputes had been opened. 
XX/XX/XXXX : Received XXXX emails : {$270.00} Disputed charge determined to be valid ; dispute closed and {$50.00} Merchant credit received ; dispute closedCalled AmEx for an explanation because I did n't make these charges ; they are fraudulent charges which my card agreement says I am not responsible for. Also with regard to the {$50.00}, there were XXXX charges of {$50.00} and XXXX credit. I was told that I had disputed the charge which was credited ; if I wanted to dispute the other charge my card would need to be cancelled again. I asked to talk to a supervisor. Was told by Supervisor XXXX that she would submit a request to reopen the dispute which would take three to five business days and I should call back. 
XX/XX/XXXX : Called AmEx ; still no change. Supervisor XXXX indicated that the merchant documents should have been sent with the email I received XXXX XXXX ; they were not. He said he would send them to me. I also sent a reply to the XXXX XXXX email requesting the documentation. 
XX/XX/XXXX : Received the merchant documentation which showed that the charges had been made on a computer located in XXXX and an email address with " .it '' was given. Plane tickets were purchased for flights in XXXX. I am in XXXX. Called AmEx to get explanation of how this could possibly be considered a valid charge made by me. Talked to Supervisor XXXX and Manager XXXX. XXXX said she would make an exception and re-open the dispute ; she would send me dispute forms and I would have to refile the disputes ( I never did receive anything from her. ) XX/XX/XXXX : Faxed the original dispute papers ( the original {$50.00} charge disputed was, in fact, the XXXX which was not credited ) with the new date entered and merchant information with notations. Also included a cover letter with explanation of what I found in the documentation that, to me, clearly indicated fraud. 
XX/XX/XXXX : Received XXXX emails : {$50.00} dispute opened and amount put back into account and {$270.00} charged deemed valid. Called AmEx. Talked with Manager XXXX and explained my concerns and frustrations. He told me he would request the dispute be re-opened and that I should call back in XXXX to XXXX business days. 
XXXX, XX/XX/XXXXSent a reply to dispute email requesting a phone call to explain the reasoning behind considered the {$270.00} charge to be valid. Called AmEx. Talked to Supervisor XXXX to explain my concerns and frustrations that this fraudulent charge is not being addressed as such. Asked to talk to someone in the Dispute Department. I was told they were not in at that time and they do not work on the weekend. I asked if I could call back on Monday to talk to them. She said she had no way to transfer me to the Dispute Department and no phone number to give me. She would send them an email explaining what I had told her and asking them to contact me. I asked to be cc 'd on the email and she said she could not do this. 
XX/XX/XXXX Received an email from the Dispute Department stating that " In order to speak with the customer care representative you are requested to call in the number at the back of your card, '' The bottom line is that I did not make the charges and did not authorize anyone to make the charges. This is clearly fraud and my card agreement states that I am not liable for fraudulent charges.

Company response to consumer: Closed with monetary relief