Consumer complaint received 2022-07-09
Company: AMERICAN EXPRESS COMPANY
State: NY
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:
On XX/XX/XXXX I was a victim of fraudulent charges ( totaling approximately XXXX ) on my American Express card. When I became aware, which was within an hour of the use of my card, I called American Express. I was told not to worry and the charges were all reversed and removed from my credit card. 
On XX/XX/XXXX I received a phone call from American Express stating the charges were all going to be put back on my acct because I was a victim of a scam. I questioned whether this person was indeed from American Express and was given her name an phone number and advised to call American Express to verify her identity. 
I called American Express but no one was able to verify her identity and could not find a record of her call. The person who I believe was a supervisor assured me the case was closed and that no charges could or would be reversed. She repeatedly assured me that I had nothing to worry about, that my account was credited all the fraudulent charges, and would not be reversed. 
On XX/XX/XXXX I received a letter stating that all the fraudulent charges would be placed back on my account. 
I immediately called American Express and eventually spoke to a XXXX ( XXXX ) in the fraud department who advised me that at present the charges were not on my account and that when they appeared on my account, I should call him and he would reopen the case and have the charges reversed and taken care of. 
On XX/XX/XXXX, the charges were placed back on my account. I immediately called, and after going through the explanation, asked to speak with XXXX, a XXXX in the fraud department. I was told he was on a phone call and would call me back. After waiting two hours and not receiving a return phone call, I called again and spoke to a representative from the fraud department who advised he would try to reach him and would call me that evening to advise me whether he reached him or not. I received no phone call. 
On XX/XX/XXXX, I called again, and once again after a lengthy explanation. I asked to speak to XXXX a XXXX in the fraud department. The represenative now advised me that it wasn't necessary and said he would reopen the investigation There were XXXX charges totalling approximately XXXX. The investigation was reopened.but the charges were not reversed. 
On XX/XX/XXXX, I called again and asked to speak to XXXX, a XXXX, or any other XXXX in the fraud department. After being told by the representative that he would not connect me to a XXXX, I demanded it as a customer, and finally was connected to a XXXX ( XXXX id XXXX ). After a lengthy discussion, she advised me that she would write her team, and call me on Wednesday XX/XX/XXXX. She was not able to promise a satisfactory resolution but was sympathetic and understanding. 

I was a victim of fraudulent use of my credit card and these charges should be removed from my credit card. ( Mostly gift card purchases ) I was later informed that I was a victim of a scam not fraud. I have argued that the definition of a scam is a type of fraud. 
I also advised Reprentatives from American Express that their website says they protect customers 100 percent from fraud. Nowhere on the website does American Express differentiate fraud from scam - because a scam is fraud. 
I have also stated to American Express that i contacted them immediatley while these charges were being made, that these charges should have been recognized as unusual and completely inconsistent with my profile- I have been an American Express customer over 24 years - and they should have questioned the charges and initiated a call to me before the authorization of all XXXX charges. I was told they have over 2000 algorhythms and they missed it. Just that alone shows they have some accountabiltiy. 
I also called them immediately- they could have easily contacted the merchants so pruchases using the gift cards could not have been made, I don not believe they followed through on that.

Company response to consumer: Closed with explanation