Consumer complaint received 02/24/2017 about Bank account or service (Other bank product/service) with AMERICAN EXPRESS COMPANY (IL).
Issue: Using a debit or ATM card

Complaint: As a loyal American Express card holder for 38 years, I must make this complaint regarding inadequate investigation and resolution of a series of related disputes ( XXXX, XXXX, XXXX, and XXXX ) over an incomplete ATM transaction. The following six questions and issues must be researched and answered by American Express, after which I am confident they will conclude that their XXXX XXXX, XXXX adjustment taking the disputed amount of {$500.00} away from me needs to be reversed. 

1. The resolutions to XXXX and XXXX attached a PDF file ( attached to this complaint ) showing the results of the ATM audit. These attachments are illegible, and as a result provide no information to support their contention that the ATM was in balance that day. A legible copy of the ATM audit should be provided to me. 

2. The only legible page of the ATM audit PDF files shows the transaction time and date as XXXX on XXXX/XXXX/XXXX. However, the ATM receipt I provided ( attached ) clearly shows the transaction time and date as XXXX on XXXX/XXXX/XXXX. The ATM audit results American Express cites are using the wrong date and transaction to support their erroneous findings. Since they redacted all but the last XXXX digits of the debit card number, and a wrong date and time are shown in the audit, I must conclude that the ATM audit was for the wrong day, and was for a card transaction other than mine. American Express should provide an explanation as to why the wrong date/time is being used in their audit results, when my ATM receipt clearly shows the transaction being attempted on a different day and time. 

3. The resolution to XXXX states : " Our records indicate that an error occurred for the transaction of {$500.00} ( which includes the Cash Advance fee ) and the transaction was reversed. In view of this, your bank was not debited with {$500.00}. However, we had already issued a provisional credit in the amount of {$500.00} to your bank account ending in XXXX. '' The first XXXX sentences of this determination are incorrect. As you can see from the attached XXXX account statement for XXXX XXXX, the ATM transaction was not reversed : Page XXXX of XXXX : Cash Advances XXXX XXXX XXXX IL XXXX XXXX XXXX XXXX XXXX {$500.00} Further, the wire transfer was required to restore my XXXX balance : Page XXXX of XXXX : Cash Advances XXXX Wire Trans From Bank XXXX Why did this XXXX resolution state the transaction was reversed and my account was not debited, when they can clearly see on the XXXX statement that the transaction was not reversed and the account was debited? 

4. The resolution to XXXX states : " Our records indicate that an error occurred for the transaction of {$500.00} ( which includes the Cash Advance fee ) ... XXXX '' Since they could see an error, and I provided a receipt showing " INCOMPLETE TRANSACTION '', why did they subsequently in XXXX ignore this finding of an error and simply and erroneously conclude that no error occurred? 

5. Why does an ATM audit done for the wrong date and transaction trump an actual ATM receipt that shows a failed transaction, especially when that ATM receipt shows a transaction date that correctly aligns with the transaction date on the XXXX account statement? 

6. Why was the ATM video surveillance tape for the correct subject transaction not reviewed for my timely-filed dispute, since it would have clearly shown no cash dispensed to me?

Company response to consumer: Closed with explanation