Consumer complaint received 2018-04-26
Company: AMERICAN EXPRESS COMPANY
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
OnXX/XX/XXXX between XXXX XXXX and XXXX XXXX there was unauthorized transaction in the amount of {$880.00} out of my American express serve card. I called American express and they looked through my transactions and he told me there was a wire transfer to XXXX the XXXX XXXX XXXX. I told them that I did not authorize any type of a wire transfer. So he connected me to the fraud department and they help me change my security settings and was supposed to issue me a new card. They siad we will do an investigation it could take up to ten days to be refunded. The lady told me that she was goung to call my phone with a case number attached to it she siad when she gets the call back from me give her the case number XXXX I also went to my local police department and filed a police report of the unauthorized charge. On XX/XX/XXXX between XXXX XXXX XXXX I called American express again to check the status of the investigation and they told me they sent out an email I told them that I didn't revive an email so they re sent it. I then received two emails one stating that the account has been permanently suspended do to 15d some thing about there was a violation of the service agreement. Then the other email stated that after there investigation they siad there was no error on the account therefore there will be no refund of the amount of {$880.00}. I then called them back to speak to a supervisor and no one could connect me I experienced a lot of drop calls espeacily when I wanted to talk to supervisor. I found this to be very weird because I did not make any wire transfer and if there was no error then there shoudnt of been no violation of the service agreement. So after many attempts on trying to reach a supervisor with no success other then someone reading a script to me I called the corporate office in New York explained my situation and the lady told me that someone will contact you within 24 hours. No one from corporate contacted me I had to call them back. I also have done some research on the 15d code that American e press has in there policy and there are a lot of complaints with same situation or very similar. On XX/XX/XXXX I called corporate again since no-one from there office called me back and explained my situation once again with there corporate office and I even explained to them about other complaints about same situation the lady expressed to me that she knows the problem and gave me the contact info of CEO of American express she siad let him know what happens and he will handle it and she assured me that I will receive my money back. She explained to me that it may take a week for him to respond but he will I siad ok and thank her for the contact information. And then proceeded to write him am email and attached all the emails I got from American express as well as my screen shot of my unauthorized transaction I sent it and the next day some one by the name XXXX XXXX called and left a message stating that XXXX XXXX revived my email and was responding to my dispute with American express and told me to get in contact and see if he can help me with my concern. I then tried calling back with three attempts since Tuesday XX/XX/XXXX and left a voice mail since his calls seem to go straight to a voice answering service and I have not had any success of him reaching back

Company response to consumer: Closed with explanation