Consumer complaint received 2023-11-19
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
American Express, dispute team. There are some mean people working in the department with evil spirits and they bully customer as a gang of group. This needs to be investigated. It's not healthy at ALL. I was kicked around like a soccer ball by many AMEX agents since mid XXXX to XX/XX/XXXX almost 3 months wasted my time! They do this because they do not ever get caught or being reported and they think they have the power to do so since customer can't identify each of them, and there is no place to make a official report. AMEX bot system should require to display each agent 's ID everytime, so that AMEX agents can no longer do such illegal act, tease, mistreat, tell a lie answers, do shady illegal stuff, discriminate, take advantage of customer. 

This is what was happened in short. I claimed for a dispute case in back in XXXX, did back and force with merchant as a regular process. However in the end, the merchant has turned in a forgery of document as their response evidence and even ID-theft my signature, it turned out to be a huge criminal fraud case. however AMEX said they do not do a signature comparing testing! BTW, I'm with AMEX 23 years, that's so crazy to know that they don't even have a single record my real signature on the record! For hearing from them, I had to closed recent opened reward checking right away since they can't protect my purchase and signature! BTW, The FAKE signature didn't not need to have a test, even a kid can tell it was a fake. Police and lawyers even laughed said " really? AMEX can't tell by this? '' People can tell by the first sight it was a fake! Anyways, AMEX dispute team let validated criminal merchant 's document and send me a letter that I'm responsible of {$14000.00}. I had to go police and hire a lawyer and report AMEX with a police criminal case number, however AMEX dispute team didn't even review my latest document that I have submitted and force close the dispute case. On top of that, the dispute team didn't even tell me there was a special Fraud team that I could be transferred as soon as when I give them a Fraud red flag. They seem purposely kept me under their handling so that I could be continued to be a kicking soccer ball between many agents. When they closed the case, they even indicated the closing reason to be " I requested ''. which I never requested it or consent! ( I have a video as evidence for this as evidence ) I went back to talk to them several times, but again all agents gave me XXXX answers, like.. '' please come back 24 hours '' or " come back 7-10 days, blah, blah. Every agents I spoke to, they always tells me different opinions. when I asked for a supervising figure above dispute team, general customer care agent always redirect me back to dispute team so there is no-one watching dispute team 's bad illegal serving. Anyways, for the forcing closed dispute case, I was billed for {$14000.00}, and while the dashboard messaging says this : " We have adjusted your payment options to reflect a disputed amount of XXXX '' " Payment is not required at this time '' so on my end receiving opposite message I was XXXX when to pay for it if I had to. It's like they were gon na punish me by billing whole amount at once to surprise me. ( I noticed what they did by checking my credit report, and paid full amount for now next day ) The one of dispute lady I spoke to, she seems she did this on purpose to punish me because she has a discrimination and bias problem, serves her own rule. She didn't even take a look the evidence response I have upload to their site and force closed. For them to billed me unfairly like this is it's illegal. Their illegal handling made my XXXX XXXX XXXX drop XXXX ( XXXX ) Anyways, I filled complain FTC about this, and finally someone at Amex high ranked figure called me on XXXX, and sincerely apologized. After that I noticed that on XXXX, someone at AMEX tried to refresh my credit report, so that a big messaging of XXXX score to go away from dashboard display. It looks like solved the problem however, the refreshing the updates didn't bring back my score, it's still XXXX. The score stays dropped to XXXX to XXXX. PLEASE FIX it ASAP. BTW, for someone to came in to refresh my credit report on XX/XX/16, this tells me that AMEX agents were telling me a lie to come back to contact them 7-10 days. In fact, for someone came in to trying to updated my credit report was possible right away. I guess whomever could get in trouble by the FTC reporting, the person didn't want to leave any trace of illegal when FTC to investigate my claim. AMEX dispute team illegal service, punishing customer this way and bully customer which is a against consumer protection law. I had to save every conversation video tape and screenshots since they kept to do shady staff to me over 3 months. Please have the chat bot system to automatically spits their solid ID which allows to trace back when mean agents to come around. I could post the whole conversation with AMEX agents over 3 months on SNS if it needs to be. PLEASE FIX my credit score ASAP and show me the proof you have fix it.

Company response to consumer: Closed with explanation