Consumer complaint received 2023-03-28
Company: AMERICAN EXPRESS COMPANY
State: NC
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:
This is relating to an issue with American Express which has been going on for almost a year. I went into an establishment on XX/XX/2022. As is customary I gave my Amex Platinum card and ID to the server for my initial charge. While I was in the bar, they charged 2x {$7700.00} to my card without my knowledge nor consent. My card and ID were given back to me when I left. When I noticed the transactions on my statement I contacted Amex, assuming this was an error. 
Eventually Amex came back to me and said they had copies of the receipts with my ID and card. The signatures on these receipts were not mine. I provided copies of my passport and driving license to show this was a forged signature. At this point Amex moved it from " disputed '' to " fraud '' departments. 
On XX/XX/XXXX, XXXX from Amex sent one of the transactions to fraud, cancelled my card and sent me a new card. The other transaction stayed in disputed because it was deemed a duplicate transaction. At this point, this had been going on for 5 months, my credit rating had been impacted and so my lawyer wrote a letter dated XXXX XXXX, asking them to expedite this to resolution. On XX/XX/XXXX, the second transaction was also sent to fraud. Around this time, both transactions were reversed and the {$15000.00} credited back to my account. 
I had not received final confirmation so I called and spoke with XXXX on XXXX XXXX at XXXX ET. I was told both have been found in my favor and I would receive a hard copy letter in XXXX days confirming this. 
I did not receive this letter so I wrote a complaint letter on XX/XX/XXXX. 
I received an email on XX/XX/XXXX saying my account was going to be debited {$15000.00}. I called them at XXXX ET and spoke with XXXX XXXX He told me one of the charge disputes had been closed in my favor, the other was still pending but because they are the same case, should be resolved in my favor soon. He told me the email today was incorrect and should never have been sent saying my account would be debited. He told me his supervisor, XXXX will call me within 24 hours. 
XX/XX/XXXX - my account was showing the debit for {$15000.00} so I called and spoke with XXXX. I asked for them to have XXXX or XXXX call me and they had told me the email was incorrect and not to worry. I had still not heard from XXXX nor XXXX. 
XX/XX/XXXX- had not heard anything so called again and spoke with XXXX XXXX XXXX, a supervisor who said would handle this and investigage XX/XX/XXXX - voicemail from Amex asking me to file a police report. 

This has been going on for almost a year. 
- my credit rating has been damaged by these charges- this is clearcut fraud - Amex sent me a secure message confirming the case was found in my favor- Amex have told me multiple times on a secure line that one or both cases have been found in my favor - Amex told me to disregard the XX/XX/XXXX email about the debit as it was an error - I still have no idea why the amount was debited after I was told on XX/XX/XXXX that I would receive confirmation of resolution in my favor by mail XXXX days - Amex do not respond to my letters- Amex do not respond to letters from my lawyer - Every time I call them I have to start at the beginning and estimate I have spent over 20 hours on the phone with them about this- They have only recently requested a police report. My lawyer advises me against this since it is almost a year ago. They did not request this previously and I did not file a police report because I always assumed this was an error and Amex found in my favor and reversed the charges - This is over $ XXXX in unauthorized charges. The horrendous service by Amex and mixed messages has caused huge amounts of stress. 
- My lawyer suggested I contact CFPB before filing a breach of contract action against Amex I am happy to answer any questions you have and appreciate your assistance in fixing this mess. I have attached all letters to Amex from me and my lawyer, all of which have gone unanswered. Thank you

Company response to consumer: Closed with explanation