Consumer complaint received 2016-04-14
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
This complaint is over the handling of a fraudulent charge on my AMEX for {$1300.00}. 
On XXXX XXXX, someone used my AMEX account number to attempt a purchase of {$1300.00} at XXXX XXXX in XXXX XXXX, XXXX. I received a call from AMEX when I was in XXXX, XXXX with the AMEX Card. The reported fraud was confirmed and an investigation was opened ( Case # XXXX ). My card was cancelled and a new card and number was issued. This was all standard procedure so far. 
On XXXX XXXX, I checked my online account and noticed that the charge was posted to my account for {$1300.00} from XXXX XXXX. I called and spoke to a Rep, who said I had to wait 30 days and escalated to a Supervisor. He said that the Rep from XXXX XXXX made a mistake in processing the transaction and the charge was posted to my account in error. He said he would " personally '' take care of posting the credit that day and would call me back within 24 hours. He never did. 
As a Corporate Card, expenses can only be for business and are reported to my employer. A charge like this could subject me to disciplinary action if a credit is not posted. 
On XXXX XXXX, I called again and escalated to a Manager. He confirmed that the charge was stopped at the register and that the Rep on XXXX XXXX made a mistake. He, too, said he would " personally '' take care of posting the credit that day and would call me back within XXXX hours. He never did. 
On XXXX XXXX, see the charge and no credit on my online account, I called again, The Rep told me that the investigation was only opened on XXXX XXXX, not XXXX XXXX, and I need to wait another 30 days. I called back to file a formal complaint ; however, the Rep informed me that there is no process for that. She said a Supervisor would call me back in 24 hours. No one did. 
I called back again to talk to the Fraud Dept to file a formal complaint, trying another approach. I talked to a Rep who listened and said she would " personally '' take care of posting the credit and would call me back within 24 hours. She never did. ( Are you seeing the pattern here? ) On XXXX XXXX, with no credit appearing on my online account, I used the Chat feature and received the same response. The Supervisor used the same line with me and never responded. 
On XXXX XXXX, no credit had been processed. I called and received the same experience again - a promise the credit would be processed within 48 hours, a promise to call back, and nothing. 
On XXXX XXXX, seeing nothing posted, I called again and escalated to a Supervisor. This time, she confirmed that there were some notes but NO attempt to request a return call by a higher authority and NO attempt to submit a credit. They had all lied to me and on a recorded line. 
What concerns me the most is that their policy is to avoid making the " customer whole '' while they fix their system problems. No other company treats customers like that. 
Had I reported the fraudulent charge, I understand the need for up to 30 days to investigate the account and resolve the matter. However, that was NOT the case here. It was identified by AMEX and confirmed quickly enough to decline the transaction at the register. Despite this, the charge was posted to my account, expecting me to pay for it. My online account has absolutely no indication that fraud was reported on this charge or any documentation to support that the charge was fraudulent. As a customer, I have no recourse whatsoever. 
Since AMEX has not followed through on any promised support, I am writing this letter to file a grievance to let the Consumer Finance Protection Bureau know of the deceit by American Express employees. And whether or not this complaint qualifies for subsequent action on the CFPB 's part, I want it on file that AMEX customer service policy is to intentionally deceive customers.

Company response to consumer: Closed with monetary relief