Consumer complaint received 2025-01-03 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: TX

Complaint narrative:
I authorized my partner at the time use of my American Express blue cash preferred card. Once this relationship ended, I revoked authorization of his use of my card and account information. American Express ( AMEX ) notified me of an attempted login on XX/XX/XXXXXXXX  by email. When I stated that this was not my attempt I was prompted to change my password. After receiving an AMEX SafeKey verification code that I had not asked for on XX/XX/XXXX, I then requested a replacement card on XX/XX/XXXXXXXX  due to AMEX not providing any information or steps to do if I did not request/authorize this. I stated that my card was lost/ stolen as a secondary attempt to prevent my ex from utilizing my card, and as a way to explicitly state to AMEX that I do not authorize any further charges from my account, as my account is compromised due to a lost/stolen card. I was unaware that my ex was utilizing my AMEX account for XXXX XXXX XXXX purchases until XX/XX/XXXX when I noticed an unusual charge from XXXX for {$31.00} pending. I was under the assumption that the charges from XXXX on my AMEX were from my personal XXXX account, until this charge which was higher than any of my subscriptions with XXXX. I was informed that I could not do anything until the charge posted, which AMEX allowed me to put a notification on to notify me once the charge was posted. The charge posted XX/XX/XXXX. When I went to dispute the charge, I then noticed another charge on my account from XXXX for {$26.00} posted XX/XX/XXXX. I received the receipts that XXXX emails me and noticed that from my personal XXXX account they were charging a separate XXXX  XXXX XXXX debit card, not my AMEX credit card. I went to review the receipts that XXXX provides to AMEX and noticed that they were charges from XXXX XXXX and an XXXX account ID different from my own. While I was unaware of any of the XXXX  charges on my AMEX card being from my exs phone, I only requested to dispute the charges post-revocation of the authorization of my card usage by anyone, when I reported my card lost/ stolen. American Express informed that because I initially provided this individual with my card information that this could not be disputed or reported as fraud. I insisted that all of the security concerns that I have received and precautions that I have taken explicitly show that I did not authorize this individual to utilize my card or account information after the date that I reported my card lost/ stolen XX/XX/XXXX. They informed me that the card was automatically updated on all devices through XXXX wallet. When I asked them when the request was sent of my authorization of this, they only stated that it was automatically completed. I reiterated that I reported my card lost/stolen to prevent an individual that I did not authorize access to my account, AMEX automatically updated my information through XXXX XXXX allowing that person continued access to my account and yet you all are stating that it is not fraud or able to be disputed. I was transferred to a supervisor who was unable to answer any of my questions or provide any suggestions on how I can secure my account as I explicitly stated that my account was comprised and in jeopardy of continuing to be used my an unauthorized individual. I requested that my account be frozen until I verbally contact AMEX to unfreeze the account. The supervisor stated that it could only be frozen for 7 days and that reoccurring charges and digital charges may still be allowed. When I asked again how I will be able to protect my account information going forward he only suggested me to call their customer service line instead of the secure chat feature offered through the AMEX application. After careful thought on my own on how I can secure my account, I then reconnected with another representative to block the XXXX merchant completely from charging my AMEX account. This individual ( my ex ) may still be able to make purchases aside from XXXX with an old card/ XXXX digital wallet due to AMEXs authorization of automatically updating my account information onto XXXX XXXX device and I have been provided no guidance on how to prevent this.

Company response to consumer: Closed with explanation