Consumer complaint received 2015-07-29
Company: AMERICAN EXPRESS COMPANY
State: MO
Product: Prepaid card
Sub-product: Transit card
Issue: Fraud or scam

Complaint:
Dear American Express Representative or To Whom It May Concern : I am a XXXX year old, XXXX male, and a retired U.S. Military Veteran. 

I acquired and employed your services less than a year ago when a colleague had recommended your service being AMEX EXPRESS SERVE CARD/ACCOUNT services which was intended to protect my finances and enable me to have my military payments from the U.S.A Federal Government be Direct Deposited to my account/card. 

I did this because since being back home to the states, I have been victim to XXXX / XXXX and XXXX on XXXX occasions. Since I have been back and attending school, I have also been working and filling in for my former trade in the XXXX XXXX XXXX. That being noted, I often have no other choice than to have to carry cash or often make cash deposits after the end of my shift. This alone, not to mention the other added benefits of being an AMEX CARDHOLDER Member and the online banking and fraud protection, and ability to have my U.S. GOVERNMENT/ GI SUPPORT Directly Deposited to one of your banks with my serve account is why I employed your services. 

My card & wallet was stolen on XXXX XXXX, 2015. Upon not being able to find it and then seeing the online charges posted at XXXX and XXXX 's totally in the amount of {$870.00} in Fraudulent Charges. ( not including transportation and record fees adding {$26.00}. ) I called AMEX and the police THE SAME DAY. ( Incident Report # XXXX, XXXX XXXX XXXX Police, by XXXX XXXX ) I have made countless calls to multiple departments within your company. I have followed all the correct procedures with contacting you and the police department for this given situation. From the time of calling for the local police for the larceny to having to acquire transportation to each individual Police Department where my card was fraudulently used and had to meet with multiple Detectives. Having done this and agreeing to press charges to retain my lost earnings since my GI Support Payment is what pays my rent. I am facing being behind on rent and potentially eviction. Not to mention other fees I have incurred like late payments, lost wages, not to imagine yet what it may cost for legal fees I will incur as I pursue this matter. As I have been ignored, continuously time and time again, by nearly all representatives I have spoke with and promised this would be " escalated to upper management with a promised call back within 48 hours '' - THREE times now since this has occurred. 
Initially, I was told I would have a complete refund within 7-10 business days back to my account for all of it, and the lesser charge even sooner, as it was under {$500.00}. 

Not only have I faced such a situation and ordeal with your company ( AMEX ), I was denied my claim for these fraudulent charges, while I have worked countless hours in regards to investigate and aide your company in my loss and identity theft, but I have also provided reports with the multiple Police Departments being able to successfully acquire clear video surveillance footage of these fraudulent purchases taking place by a stranger that is clearly not me, being a white male ( Accomplice and Burglar, XXXX XXXX, who is currently incarcerated on unrelated charges ) making the purchases. They, nor did anyone, have permission for any such authorized use or possession of my card. The police have even arrested and interrogated these people. Some of these Detectives involved with this case have spoke with AMEX, one call I witnessed in person at the Police Department. 

How AMEX Investigators came to find the my claim should be rejected as claiming " the charges were authorized '' is beyond me considering the ample evidence that is VERY CLEAR and STRAIGHTFORWARD that this was not me and was the person reported to have stolen it. See attach..

Company response to consumer: Closed with monetary relief