Consumer complaint received 2026-05-14 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: FL

Complaint narrative:
I am filing this complaint regarding American ExpressXXXX mishandling of a reported fraud claim and dispute of unauthorized charges. On XX/XX/XXXX, I reported fraudulent and unauthorized charges. The transactions were not independently ignited by me as legitimate purchases, and I did not authorize the transactions. Within minutes following the scam call, I promptly contacted American Express to report the fraudulent activity and dispute the unauthorized charges. Despite my immediate notification and diligent cooperation throughout this process, over the past XXXX months, I have continued to receive improper and contradicting communication with American Express representatives. Please see detailed timeline below : XXXX XXXX pm EST- I called to report fraudulent, unauthorized charges ( {$14000.00} and {$14000.00} ) to American Express within XXXX XXXX the incident. XXXX I called to check claim status. XXXX department representative confirmed ongoing investigation and confirmed that related payment obligations would remain suspended pending final determination. At that time, the charges were still pending. XXXX I called to check claim status. XXXX department representative confirmed ongoing investigation. A couple of days later, I received an email reporting that the claim had been denied without any explanation. XXXX I called to request reconsideration and reopening of the claim. I spoke with a fraud department representative, XXXX. She confirmed that the case would be reopened for further investigation. XXXX I called to check the claim status. In opposition to the previous call on XX/XX/XXXX, fraud department representative, XXXX, informed me that a police report was required to reopen claim. XXXX XXXX email the police report number and XXXX name to XXXX with attached reference number, as instructed by XXXX. XXXX I called to check the status of the claim. A representative confirmed ongoing investigation. She stated that she did not have access to the records to confirm if the police report had been reviewed, but reiterated that it would takXXXX XXXX days for final determination once the police report is reviewed. XXXX I called to check the status of the claim, spoke with XXXX in XXXX fraud department. She reported that the claim had been denied in XX/XX/XXXX. I thoroughly explained to her that since that time, numerous representatives had confirmed an ongoing investigation. Then, she said a new case needs to be opened, because the fraud charges had already posted to the account. When I asked her for the new claim number, she put me on hold. She returned to the call and stated that she will need to make some calls and someone will call me back tomorrow. I did not hear back from her or any one else from American Express on the next day. XXXX I received a call from American Express representative XXXX XXXX, XXXX demanding minimal payment on the account in the amount of {$14000.00}. I informed him of the claim and asked to speak to someone in the fraud department. He stated that he was not able to transfer me to that department. Given the inconsistent, contradicting communication with American Express, I am concerned that American Express failed to : -Properly document and investigate the fraudulent charges when first reported on XX/XX/XXXX -Adequately review evidence related to the claim -Clearly communicate the status of the investigation -Suspend collection efforts while the dispute remains unresolved I am requesting American Express to : XXXX XXXX for transactions resulting from fraud

Company response to consumer: Closed with explanation