Consumer complaint received 2024-05-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
Subject : Formal Complaint Regarding Mishandling of Investigation on Unauthorized Transactions To Whom It May Concern at American Express, I am writing to express my profound dissatisfaction and distress over the handling of my recent complaints concerning unauthorized transactions on my account. Despite numerous communications informing your team that several of my credit cards have gone missing or were stolen in the mail, and subsequently used without my knowledge or authorization, your investigation process has been deeply unsatisfactory and dismissive of the serious nature of my situation. 

First and foremost, it is perplexing and disheartening to see that your conclusion assumes that I received and utilized these credit cards myself. This assertion is entirely unfounded and contradicts the series of reports I have diligently filed from the moment I noticed the discrepancies. At no point did your investigation consider the possibility of mail theft or the unauthorized use of my personal information, which I repeatedly suggested could be the case given the pattern of unauthorized transactions across various locations. 

Moreover, the lack of thoroughness in your investigation has only added to my frustrations. The response to my situation appears to have been cursory at best, lacking any deep dive into the timeline of the card 's activities, potential security breaches, or even a basic acknowledgment of the increasing prevalence of mail theft and identity fraud. Instead of receiving support and understanding from American Expressa company I trusted with my financial securityI have been met with suspicion and an implicit accusation of falsehood. 

The impact of this situation on my financial health and XXXX XXXX  can not be overstated. Not only have I had to deal with the XXXX  and inconvenience of unauthorized transactions and the potential compromise of my financial data, but I am also now faced with the daunting task of defending my integrity against unwarranted accusations from your investigations team. 

In light of these concerns, I urge you to revisit the investigation into these unauthorized transactions with the seriousness and thoroughness it demands. A more in-depth examination of the circumstances, including a consideration of the recurring issue of cards being stolen in the mail, is imperative. Furthermore, I request a full review of how customer complaints of this nature are handled to prevent such a dismissive approach from affecting others in the future. 

I had hoped for much more from American Express, a company renowned for its customer service. It is disheartening to find myself in a position where I must question the security measures and customer support ethos of your organization. I look forward to your prompt response, a resolution to my case, and a reassessment of your investigation procedures to truly reflect the high standards your customers expect and deserve. 

XXXX {$920.00} XXXX {$2300.00} XXXX {$1000.00} XXXX {$1300.00} XXXX {$1700.00} XXXX {$16.00}

Company response to consumer: Closed with explanation