Consumer complaint received 2016-12-08
Company: AMERICAN EXPRESS COMPANY
State: PA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
That complaint is American Express keeps opening and closing and reopening the disputes without giving me an opportunity to respond. I do not get that chance until they close the dispute. Then they re-open the dispute and close it again BEFORE giving me an opportunity to respond to the merchant 's lies. They keep bouncing me back and forth. They also refuse to allow me to speak with a supervisor, and have refused to provide me with all communications from their merchant, and have refused to provide me with my AMEX chat transcripts that show that everything I am saying is accurate, they keep making promises they renege one, and that I get different answers from various people in their company. 
Amex also is reporting an incorrect balance due to the credit reporting buereaus ( XXXX, XXXX, and XXXX ), and that has caused my credit score to drop significantly. My account with Amex shows a {$0.00} balance ( see attached ) and a large amount in dispute. However, they are reporting disputed amounts to the credit bureaus, even though they 're not legitimate and/or fraudulent charges. 
Amex has refused to allow me to speak with a supervisor or manager to resolve these issues and has wasted dozens of hours of my time I have an American Express Blue Preferred credit card. There were XXXX charges from a vendor that I disputed for many, many reasons. First, Amex advised me in writing that I won the dispute, and the charges were credited from my account. Later, the charges appeared on my card again. In an online chat with Amex, they told me the merchant ran the card again without my authorization ; I 've heard other stories from Amex since then ( such as Amex reversed the credits ), so I do not know what to believe. Amex then re-opened the disputes, and throughout dozens of hours of online chats, phone calls, and other correspondence, Amex had then assured me that prior to reversing the credits or making a decision in favor of the merchant ( against me ), they would contact me directly. That way, I would have an opportunity to provide Amex with any information, documents, and evidence needed to substantiate my claim, and give me the opportunity to refute any statements or documents provided by the merchant. 

However, the merchant keeps ruling in favor of the merchant, WITHOUT first giving me an opportunity to refute the merchant 's false claims and WITHOUT contacting me to request information, documents, or answers to any questions that they have. This was all not only promised by Amex multiple times ( as documented in account notes and multiple online chats ), but it is obviously important that they have any information or answers to questions before they make a decision. It 's also obviously critical to provide me, as their customer / cardholder, with a chance to refute and respond to anything the merchant sends. 

The merchant has sent Amex outright lies, along with a load of unrelated documents, which I only find out after Amex closes the disputes in the merchant 's favor ; I then respond to Amex advising them of all of this, so Amex then re-opens new disputes and starts from scratch, and then the cycle continues on and on. 

This continual opening of disputes and closing them, then reopening them, going on and on has destroyed my credit. Depending on the metric, it is now in the high XXXX 's to low XXXX 's - after being consistently over XXXX, with occasional dips into the XXXX 's. It 's tremendously burdened me with debt for the disputed amounts ( {$10000.00} and {$9000.00} ) on my credit card, and that has caused me extreme undue financial harm and has created a tremendous burden on my family.

Company response to consumer: Closed with explanation