Consumer complaint received 2023-07-11
Company: AMERICAN EXPRESS COMPANY
State: CO
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: Card was charged for something you did not purchase with the card

Complaint:
1. On XX/XX/XXXX, American Express charged my account {$2000.00} with the description " Amex Send : Add Money ''. I did not authorize, initiate, or recognize this charge. 
2. On XX/XX/XXXX, XXXX XXXX credited my account {$950.00} with the description " Amex Send : Transfer to Card ''. Again, I did not authorize, initiate, or recognize this credit. 
3. Within several days, I called Amex and disputed the Charge and Credit. I was assured it would be investigated, and once resolved, removed from my account.

4. After this complaint, I was sent a new American Express card.

5. Within a week, I received a phone message of a " problem '' with my account. I returned the call and was told there was another attempt to charge {$2000.00} to my account, and asked if I authorized it. I explained that I had not authorized, initiated, and didn't recognize this attempted charge. I was told the attempt was thwarted ( cancelled ) and was sent another new Credit Card. This " attempted charge '' never appeared on my account. 
6. On XXXX XXXX, I attempted to pay my legitimate prior balance of {$320.00} online. I always paid the prior balance in full to avoid paying interest - I never paid interest on this account. 
7. Instead, American Express transferred from my bank 's checking account the complete balance as payment on the credit account in the amount of {$1900.00}, WITHOUT my authorization, with the description " ONLINE PAYMENT - THANK YOU ''. 
8. I immadiately called AMEX and had the transfer reversed, which Amex did on XXXX XXXX, XXXX, leaving the minimum payment of {$40.00}, for a credit of {$1800.00}, with a description on my statement as " MANUAL CR BAL REFUND ''. 
9. In XX/XX/XXXX I called Amex again, complained about the anauthorized {$1000.00} on my account. I was told it was being investigated, and I was sent another new credit card. I discontinued using American Express and never opened or activated this last card- I have it in my possession. 
10. In XXXX XXXX I made a final payment to American Express for the full legitimate balance I incurred, without any interest charges which had accumulate on the fraudulent amounts. Again, I called and complained with -0- results, and refused a new Credit card. 
11. On XX/XX/XXXX, I made a final call to American Express. After speakin to XXXX, XXXX XXXX, XXXX XXXX, and XXXX, I was connected to a " XXXX '' in the XXXX Fraud Department. I explained the 10 ( ten ) items above and he assured me it would be taken care of. He told me his Representative ID was XXXX. 

During conversation that occurred with items 3, 8, 9, and 11 above I always requested a written acknowledgement, and never received one. I further had to repeat every time that I never had or authorized any type of " AMEX SEND '' account. At some point I was told this is a " XXXX XXXX '' account, which I do not nor ever have had. 

Susequently, American Express has continued to bill me, adding Interest and Late Fees to the {$1000.00} fraudulent balance and it is now somewhere around {$1400.00}.??. 
They robo-called collection notices which I blocked from my phone. They informed me by mail that they have cancelled my card and sent it to a Collection agency. They have further tarnished my Credit Score at the Credit Bureaus. 

I had this Credit card with American Express for some time, ( 2 years? ), with a credit limit of {$15000.00}. I ALWAYS paid the prior balance due, without exception, and NEVER made a late payment or incurred a late fee. When this occurred, I had app. {$40.00} in " reward '' credit due me. 

At this time, American Express needs to straighten out all mis-information provided to all Credit Bureaus and remit my reward $ $ s to me. In addition, some punitive renumaration is in order. 

I filed a Police Report with the XXXX XXXX Police Department # XXXX. 

Please advise me of any further documentation or information I can provide.

Company response to consumer: Closed with monetary relief