Consumer complaint received 2024-03-08
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: AMERICAN EXPRESS COMPANY (RI)

I purchased an American Express gift card on XX/XX/XXXX in the amount of {$300.00} + {$5.00} ( activation fee ). My first purchase was on XX/XX/XXXX with XXXX for {$16.00} and my second purchase was on XX/XX/XXXX with XXXX for {$45.00}. On XX/XX/XXXX I tried to use my card to make a purchased and it was declined. I signed onto the American Express website to check my card balance to find out that someone had made XXXX purchases on my card, the first was on XX/XX/XXXX with XXXX XXXX in XXXX ( no state listed on all XXXX purchases ) for {$60.00}, second purchase was on XX/XX/XXXX with XXXX XXXX in XXXX for {$10.00}, third purchase was on XX/XX/XXXX with XXXX XXXX in XXXX for {$40.00} and the fourth purchased was on XX/XX/XXXX with XXXX XXXX in XXXX XXXX for {$120.00}. I immediately called American Express gift card on XX/XX/XXXX and spoke to a Representative and he told me my card was on hold for suspicious activity and someone from the Fraud Department will contact me in a few days to assign me a case number and he will send me the Fraud claim forms to fill out and return to him within the email I receive the form in. I gave him my phone number and email address. 
I called back on XX/XX/XXXX and spoke to a Representative telling them I never received my Fraud claim paper in my email, nor have I gotten a call from their Fraud Department. he told me the paperwork was sent to my email, I told him I did not receive any paperwork nor a phone call and I did check my spam/junk mail folder and nothing was received, he said he would resend the paperwork again. 
On XX/XX/XXXX, I called American Express, spoke to a Representative stating I did not received a call nor any Fraud claim paperwork to fill out in my email. He gave me a case # to refer to in the letter I had to write explaining why I wanted to file a Fraud Claim and send a copy of my license ( which I shouldn't have I realize now ), a copy of my purchases from their site, copy of my American Express card front and back, copy of my bank history ( account number blacked out ) for proof of purchase of the card all to be sent in an email he gave me and he would send a confirmation email when he received the paperwork. I was told it would take XXXX days to research a Fraud claim and I would be contacted by an email with the result. 
On XX/XX/XXXX, I spoke to a Representative asking if they received my email paperwork I sent in an email on XX/XX/XXXX because I did not receive a confirmation in my email being received by anyone at American Express. I gave him the case number and he said they never received the email resend and someone will contact me by email. 
On XX/XX/XXXX I called and spoke to a Representative told them my case number and asked if they had received my paperwork that I have been emailing since XX/XX/XXXX, he said no, I asked if the email I have been sending the paperwork to is the correct email he said yes, so for the third time I sent my paperwork to that same email address. 
I called American Express on XX/XX/XXXX spoke with a Representative asking the status of my claim number and was told my claim was closed because they did not receive any paperwork from me. I told him I emailed my paperwork XXXX times to the address giving and never received any paperwork to fill out nor a phone call from anyone. The representative stated that the email I was giving was the wrong email and could not confirm where my personal paperwork nor my letter of why I wanted to file a Fraud claim went. The Representative opened a new claim # for me and emailed me the dispute paperwork to fill out, which I received, I filled out and emailed back to him while still on the phone. I was told this would take XXXX days to research this claim, I asked why would this claim take this long if I had XXXX already opened but closed due to no paperwork received without my knowledge of them not receiving the paperwork, he told me every time a claim is open it takes this long. 
By now I know I am getting scammed, something is just not right about this whole process and who has my personal information that I had sent XXXX times to the wrong email address. 
On XX/XX/XXXX I received an email stating my claim was declined and they could not refund my {$230.00}, but would send me a replacement card with my available balance of {$2.00}. I am outraged with this decision with them keeping my money that is owed to me, I did not make these purchases and I followed up with them often to check the status and sent the paperwork that they needed, after XXXX months of waiting I get denied. American Express put a hold on my card because of suspicious activity and now they found that there wasn't any suspicious activity? 
I went online and to read other peoples reviews to which they are in the same Fraud game as I am and have not gotten their money back either. 
I found your website on these reviews, I would like American Express and XXXX XXXX XXXX  accountable for stealing peoples money. 
Thank you in advanced with any help you can offer me with this money problem.