Consumer complaint received 10-01-2015 about Prepaid card (General purpose card) with AMERICAN EXPRESS COMPANY (VA).
Issue: Adding money

Complaint: On XXXX XXXX, 2015 I attempted to add {$500.00} to my XXXX REDCard by American Express. I used my debit card and was presented with a receipt showing the {$500.00} was loaded to my REDCard. Immediately after my receipt was another receipt showing that the transaction was cancelled. The receipts have matching receipt numbers and it stated " We 're sorry '' This transaction ca n't go through right now. Please try again later. '' I was assured by the customer service rep that my Debit Card had not been charged. Upon checking the debit card balance I discovered that I had been charged {$500.00}. I checked my REDCard balance and the {$500.00} had not been added to my account. I waited several days assuming it was a computer glitch and that the funds would be returned to my debit card. The funds had not been returned to my debit card nor added to my REDCard by XXXX XXXX, so I called the American Express customer service number for the XXXX REDCard ( XXXX ) to file a dispute for my missing {$500.00}. I provided all of the pertinent information and was told they would investigate the matter and would be contact me if they needed additional information. I called again on XXXX XXXX and XXXX XXXX. I was told that the investigation into the dispute could take up to 45 days and that I would be contacted if they needed any additional information. Today is XXXX XXXX, 2015 and I have yet to hear anything from anyone at American Express/XXXX concerning my dispute originally filed on XXXX XXXX. I called this morning and was told that my dispute had been forwarded to the " Disputes Department '' and they would get back with me within 45 days. I explained that it had already been over 45 days since I filed my dispute and that no one had ever contacted me. I again explained that I was willing to provide them with a copy of my receipt showing that the transaction was cancelled. The customer service rep said that information would be very helpful but that there was nothing she could do since the Disputes Department does not return phone calls and they could only communicate with them via e-mail. I explained that this was completely unacceptable to me and I asked to speak with a supervisor because American Express had basically stolen {$500.00} from me and was no refusing to even speak with me concerning the matter. She understood my frustration and said she would get her supervisor to speak with me. She put me on hold for several minutes and came back on the line explaining that her supervisor was not available at the moment but should be very soon and then put me back on hold. In total I was on hold for over 15 minutes when they actually ( accidentally? ) disconnected me. I was prepared to call again but I realized it would do no good whatsoever because I do not believe they are taking my dispute seriously and are not prepared to return the {$500.00} they deducted from my debit card almost two months ago. I am filing this complaint with the CFPB in the hopes that the negative attention they receive for these deceitful business practices will cause them to act upon my rightful claim. Thank you.

Company response to consumer: Closed with monetary relief