Consumer complaint received 2015-12-09
Company: AMERICAN EXPRESS COMPANY
State: FL
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
American Express Serve Acct. XXXX To whom it may concern ; I contacted American Express Serve card customer service department on Tues XXXX XXXX, 2015 after learning that there were numerous charges on my serve card where I did not authorized totaling {$1800.00} Initially, when I contacted customer service they transferred me to an agent in Account Protection Services where I spoke with a very nice professional agent whom I explained that I just learned of all these unauthorized charges on my account and also that I still have my card in my possession as well shocked that this occurred. 
She put me at ease and stated that she could assure me that I would not be liable for any unauthorized charges as well that she would be processing the claim and providing provisional credits. 
These charges were all done at mobile companies XXXX, XXXX and XXXX none of which I do business with. 
All of these transaction had hard posted to my account except for XXXX in the amount of {$1200.00} which I was told I had to wait for it to post to my account before they could process a claim, however that they had noted my account that this as well was a fraud transaction. 
Needless to say, this is a lot of money to me and the initial provisional credit were given ; however, on Friday XXXX XXXX, 2015 when I contacted the XXXX department was when things started to concern me. 
I did the claim for the larger transaction of {$1200.00} and provided American Express with the Declaration required and contacted them to confirm that it was received, which they confirmed. 
On this same day I was told they were currently working on my issue, I expressed my concern and explained that this money was for medical and personal usage as well the sooner this could be worked it would be greatly appreciated because not only do I have XXXX XXXX XXXX but that this was extremely stressful because of the amount money taken away from me. They stated they would have a manager contact me shortly to see if they could help expedite the situation however I never received any calls or conclusion on that Friday. 
On Monday XXXX XXXX, 2015 afternoon, I contacted the XXXX department several more times to inquire and was told it was being worked and a manager call had been put in for me which again never occurred, also please note that every time you called no managers were ever available, or the managers where busy with manager system problems. Monday came and went with no resolution. 
On Tuesday, I was finally able to speak to a manager and he basically stated that all they can do is send an email, they have no phone numbers, contact people, etc. and something very important to note that although I understand American Express is a global company, the call center were the calls for the XXXX were answered is in XXXX XXXX and I had spoken with a number of different individuals, and although they were nice and had good intentions many of them spoke very poor XXXX and in some cases you could not even understand what was being conveyed back to you. 
Finally, on Wednesday nothing still had been done and still not able to get any kind of help in the XXXX, American Express works under extreme secrecy for reasons unknown and you are at the mercy of allowing individuals to address serious matters who are in many cases may not completely understand the gravity of your circumstances. I was finally able to get a few names and phone numbers of people in the XXXX department here in the XXXX who actually are in charge and run the department, but if I was looking for professionalism and empathy on this serious matter I received none. 
The first individual was a team lead named XXXX XXXX whom basically accused me of lying and stated that the charges were valid, the second was his boss XXXX XXXX XXXX shortly thereafter who stated the charges were valid and that they would not be crediting me my

Company response to consumer: Closed with explanation