Consumer complaint received 2022-12-29
Company: AMERICAN EXPRESS COMPANY
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Originally, I called on XXXX to find out why I was receiving a fraud alert from American Express Bluebird which is ran by American Express Travel Related Services Company , Inc . They told me that a transaction was flagged as fraudulent because the company was trying to use an OLD EXPIRATION DATE AND ACCESS CODE. I asked them who and they said XXXX for {$99.00} dollars and asked if I wanted to change my card number. I did say No, because the transaction was DENIED and that XXXX didn't have my new card information because I wasn't renewing their service. Well apparently someone dropped the ball because the transaction that was once DENIED somehow managed to go through and they took {$99.00} out of my account on XX/XX/2022. When I noticed it went through I called back on XX/XX/2022 and I've been given the run-a-round with this company. In fact as I write this complaint I'm on " hold '' for a manager that NEVER SEEMS TO EXIST OR KNOW HOW TO CALL A CONSUMER BACK! They want me to fill out a FORM over this issue and I REFUSE, WHY? BECAUSE THEY HAVE ALL THE INFORMATION ASKED FOR IN THE FORM. They have the date, amount, vendor name, and the fact that the transaction was DENIED in their system. The prescription services were to expire on XX/XX/2022, NOT BE RENEWED so therefore I have NO CANCELLATION information to give them other than it's EXPIRED and the card they have on file is EXPIRED. What other information is needed? Why am I being held responsible to explain to them WHAT THEY DID AND ALREADY KNOW THEY DID? I've been given excuse after excuse as to why EVERYONE IS SORRY BUT CAN'T EXPLAIN HOW SOMEONE WAS ABLE TO ACCESS MY ACCOUNT WITH THE WRONG INFORMATION! At this point there should be NO DISPUTE because they already know what happened, they ALERTED ME. With this complaint I'm submitting my documentation that the transaction DID GO THROUGH w/o permission by me. I want my money back in my account and a FULL EXPLANATION on how ANYONE was able to access my account with the WRONG information. I've been told Managers would Call Me Back and they NEVER DO! I've been sent to AT LEAST 4 DIFFERENT DEPARTMENTS and NO ONE can explain anything to me but want me to do ALL OF THEIR WORK! ABSOLUTELY THE WORST CUSTOMER SERVICE EVER. They're aware that I'm filing this complaint. I have LITTERALLY BEEEN ON THIS CURRENT CALL FOR 1HR 19MINS COUNTING. I'm NOT doing their JOBS for them. They need to track what happened and why, NOT ME. I've attached 3 files which show 1. XXXX DOESN'T have the correct card information in their system and 2. The Bluebird notice about the transaction being disputed which shows the VENDOR NAME AND THE TRANSACTION AMOUNT so once again, WHAT AM I FILLING OUT A FORM FOR???????????? I'm NOT willing to do anything I haven't already DONE. I've been with them for at least 5-6yrs now and have NEVER had a major issue with them, but now this make me feel like ANYONE with my card number can access my account whether they have updated information or not. And if that's the case then why give people updated codes and expiration dates if companies or people are still able to charge your account. So I was on hold with the DEPUTES DEPARTMENT for over 45mins supposedly WAITING ON A MANAGER who is ALWAYS IN A MEETING. I'm SICK OF THEM AND WILL BE CLOSING MY ACCOUNT AFTER I GET ALL OF MY MONEY BACK! OH and I've been HUNG UP ON OVER 5XTIMES INCLUDING AS I WRITE THIS. This current call was 1:44:33 is how long I was on the line until I got HUNG UP ON.

Company response to consumer: Closed with explanation