Consumer complaint received 2024-03-08 00:00:00
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
State: RI

Complaint narrative:
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.

Company response to consumer: Closed with explanation