Consumer complaint received 2025-03-19 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: VA

Complaint narrative:
My name is XXXX XXXX XXXX XXXX. I am writing to you about an incident that occurred while my wife and I were using and American Express XXXX XXXX XXXX while staying at XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX VA XXXX on XX/XX/XXXX. The purpose of our visit was to celebrate our XXXX wedding anniversary and enjoy dinner at our favorite XXXX XXXX XXXX restaurant, XXXX XXXX. Unfortunately, our entire stay and dinner was marred by a theft of funds ( {$950.00} ) from our American Express XXXX XXXX XXXX  ( card # XXXX ) following our presenting the card to the hotel desk staff during our check-in process. 

I am specifically writing to you to complain about the total lack of customer service and support I received from your Gift Card Customer Service Team and your Dispute Resolution Team including their respective management teams. The highlighted text in the chronology below provides specific examples of my complaint.

The following is a chronological outline of the events leading up to and following the incident. 

XX/XX/XXXX -- I made my reservation for the XXXX XXXX via my business account on XXXX, my trusted travel management partner. I used my XXXX XXXX XXXXXXXX XXXX XXXX to secure the reservation. The XXXX confirmation number is XXXX. 
XX/XX/XXXX -- I contacted the XXXX XXXX via cellphone to ensure that I could in fact use my American Express XXXX XXXX XXXX  to pay for all charges related to our stay and was assured that I could and that all I needed to do was to advise the check-in staff to hold all charges until we actually checked out on the morning XXXX XX/XX/XXXX XX/XX/XXXX -- My reservation was later acknowledged by the XXXX reservation system which sent me a confirmation email on XX/XX/XXXX citing Confirmation number XXXX XX/XX/XXXX, XXXX EST I received an email from XXXX XXXX ( XXXX ) welcoming us to the XXXX XX/XX/XXXX, XXXX by XXXX from our home at XXXX XXXX to the XXXX XXXX. 
XX/XX/XXXX, XXXX XXXX  ESTWe finished brunch at XXXX the XXXX XXXX, XXXX XXXX XXXX XXXX, VA XXXX. We paid for our meal using our American Express XXXX XXXX XXXX. The transaction successfully processed for {$46.00} leaving a remaining balance on the gift card of {$950.00} as noted on the American Express XXXX XXXX XXXX transaction log ( see attached transaction log ). 
XX/XX/XXXX at approximately XXXX XXXX ESTWe arrived at the XXXX XXXX at and parked our vehicle in the XXXX XXXX XXXX level P2 and proceeded to take the elevator to the lobby. 
XX/XX/XXXX at approximately XXXX XXXX  EST -- We began our check-in at the XXXX  front desk. At this time we advised the young female clerk that we would not be using the credit card that was used to make the reservation, but instead we would be using our American Express XXXX XXXX XXXX. She then asked to see the card and proceeded to swipe the card to place a hold of funds. The initial attempt to process the card was declined by American Express ( see attached transaction log entry at XXXX ; XXXX XXXX EST, {$49.00} Declined XXXX XXXX Autograph XXXX ). A male colleague then assisted the female desk clerk and explained that she had to use the additional security features associated with the card to process the transaction. The male desk clerk the successfully processed a {$1.00} transaction that is noted on the attached American Express XXXX XXXX XXXX Transaction Log at XXXX XXXX EST. The male clerk then explained that they would place a note on our XXXX account advising the morning staff not to use the XXXX XXXX  XXXX XXXX used to make the reservation, instead wait until the guest checked out using the American Express XXXX XXXX XXXX. The female clerk stated that she would be in on her morning shift and would ensure our checkout was processed correctly. 
XX/XX/XXXX at approximately XXXX XXXX EST -- We were issued our room ( 404 ) key cards ( 2 cards ) and proceeded to our rooms. We unpacked and began getting ready for our XXXX dinner reservations at XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX. 
XX/XX/XXXX at approximately XXXX XXXX EST we departed our room for the one block walk to XXXX XXXX 
XX/XX/XXXX, at approximately XXXX XXXX EST we arrived at XXXX XXXX and were seated in the XXXX dining room next to the window facing XXXX XXXX XXXX. 
XX/XX/XXXX, XXXX PM our waitress began taking our order. See attached XXXX XXXX receipt. 
XX/XX/XXXX, XXXX -- Our waitress attempted to process a transaction against our American Express XXXX XXXX XXXX XXXX the amount of {$140.00} and found that the available balance on the Gift card was on {$.00} ( XXXX cents ). I explained there had to be a mistake and that there should be nearly {$950.00} on the card. The manager then ran our card again showing the following : an available balance of $ XXXXand success debit transaction of {$.00} transaction with a card balance of {$0.00}. I immediately logged on to my American Express XXXX XXXX XXXX Account and found that in fact a fraudulent transaction in the amount of {$950.00} has been processed at a XXXX XXXX store in XXXX NH at $ XXXX XXXX  ( see attached American Express XXXX XXXX XXXX Transaction Log ) XX/XX/XXXX, XXXX XXXX -- After being publicly embarrassed in XXXX XXXX, we paid the remaining balance of our dinner bill using our XXXX XXXX XXXX and returned to the hotel. 
XX/XX/XXXX, XXXX XXXX XXXX EST -- I called American Express XXXX XXXX XXXX customer service line ( XXXX ) to report the fraudulent transaction and seek assistance in the recovery of funds. American Express customer service explained that they had to wait for the transaction to go from pending to processed to affect a recovery of the funds and issue me a new card. They further advised me to make appropriate police reports in the jurisdictions where all of the transactions occurred. 
XX/XX/XXXX, XXXX XXXX EST -- I contacted XXXX XXXX XXXX XXXX regarding the incident since the first use and transaction of the subject XXXX XXXX was at XXXX XXXX XXXX XXXX in XXXX XXXX XXXX XXXX XXXX XXXX referred me to the XXXX XXXX XXXX XXXX because the restaurant is actually in the Sheriffs jurisdiction outside the the City of XXXX XXXX 
XX/XX/XXXX, XXXX XXXX -- XXXX XXXX XXXX XXXX XXXX, Badge # XXXX contacted me and took my statement. My incident report/case number # XXXX XX/XX/XXXX, approximately XXXX XXXX  approached the front desk at the XXXX XXXX and requested to speak with both the senior manager on duty and hotel security. The female desk clerk advised us that neither a manager nor hotel security worked weekends. She asked why I needed to speak with them. I described the situation, and she requested I send copies of the American Express XXXX XXXX XXXX Transaction Log to the following email XXXX. 
XX/XX/XXXX, XXXX AM EST I emailed the transaction logs to the XXXX inbox and verbally confirmed receipt with the front desk clerk. She acknowledged receipt of the email and transaction logs. She then provided me the email of XXXX XXXX XXXX the Manager of both the XXXX and XXXX House properties and suggested I contact him on Monday XX/XX/XXXX when he returns to work to discuss the incident. I then advised the front desk clerk I wanted our entire stay and all charges to be comped for the pain, suffering, and embarrassment we had experienced that literally ruined our XXXX wedding anniversary celebration. She acknowledged my request and did not ask for any form of payment or provide any receipt for our stay. 
XX/XX/XXXX, at approximately XXXX XXXX  we departed the XXXX XXXX via our POV. 
XX/XX/XXXX at approximately XXXX XXXX  EST I contacted XXXX XXXX Fraud and Loss Prevention Department and spoke with XXXX XXXX ( XXXX XXXX policy prohibits release of employees last name or employee number ). XXXX was able to locate the {$950.00} transaction at the XXXX NH XXXX XXXX located at XXXX XXXX XXXX, XXXX NH XXXX in the XXXX XXXX at XXXX. The transaction was an in-person transaction and consisted of a total purchase of {$1600.00} split into two forms of gift card payments. XXXX XXXX advised me that any further information related to the transaction would need to be handled by an authorized law enforcement agency request. 
XXXX XXXX, XXXX XXXX EST contacted XXXX XXXX XXXX  based on a recommendation of XXXX XXXX XXXX XXXX XXXX, Badge # XXXX due to the potential need for XXXX XXXX investigation since it appears that at least some portion of the incident occurred in XXXX PDs jurisdiction ( i.e., Alexandrian Hotel ). XXXX XXXX XXXX XXXX XXXX, XXXX # XXXX took my verbal statement via telephone and generated case # XXXX. XXXX XXXX asked if we had the names of the clerks who handle the gift card and I said we did not. He the asked for a physical description which we provided : ( 1 ) female ; dark complexion, dark hair maybe XXXX or similar XXXX  XXXX ethnicity ; XXXX ; age mid to late XXXX ; ( 2 ) male ; dark complexion, dark hair maybe XXXX or similar XXXX XXXX ethnicity ; XXXX XXXX ; no facial hair and black-framed professional eye glasses. 
XX/XX/XXXX, XXXX XXXX EST based on the collective advice of XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXXXXXX I contacted the XXXX NH Police Department to file a incident report. XXXX XXXX XXXX XXXX XXXX took my report and open case # XXXX. Detective XXXX proceeded to visit the XXXX NH XXXX XXXX and interviewed the store manager who was able to identify the specific transaction of Friday XX/XX/XXXX, at XXXX XXXX EST in the amount of {$950.00}. The store manager was also able to identify and secure the store surveillance video of the checkout station of the transaction. The description of the individual conducting the transaction was a young XXXX female mid to late XXXX. 
XX/XX/XXXX, XXXX XXXX EST I called American Express XXXX XXXX Customer Service ( XXXX ) XXXX and provided the entire chronology and details related to the fraudulent use/theft of funds from our gift card. I was told that I should call back no earleir than XX/XX/XXXX to file a " transaction dispute as American Express must wait until the retail merchant 's transaction complete processes. 
XX/XX/XXXX, XXXX XXXX  ESTI called American Express XXXX XXXX Customer Service and was finally advised that I could file a transaction dispute ( see attached dispute case # XXXX ). I was then told it would take between 45 and 90 days to investigate and determine what if restitution would be made. I complained to the customer service representative that that was excessive and unacceptable given I had prvide extensive facts and forensic evidence to prove the card information was fraudulently acquired and the theft of {$950.00} was affected 550 miles from my physical location. I asked to be escalated to a supervisor or manager. I was told no supervisors were available but one would call me back in 24 to 48 hours ... a classic case of deny and delay on American Express ' part. Plus no one bothered to returned my call as promised. 
XX/XX/XXXX, XXXX XXXX EDT I called American Express XXXX XXXX Customer Service ( XXXX ) XXXX to inquire as to why I had not recieved a call back from a supervisor or manager. Again, the customer service representative wanted a complete rehash of all the previous calls and when I explained that I am challenging the 45-90-day response timeline and requested to speak to a supervisor. I expereinced the same deny and delay tactics of the representative reading a customer interaction script and also reviewing the American Express XXXX XXXX XXXX FAQ references that this particular representative felt were applicable to my case. Once again I was told a manager/supervisor would return my call within 24 to 48 hours. 
XX/XX/XXXX, XXXX EDT I once again called American Express XXXX XXXX XXXX Customer Service ( XXXX ) XXXX only to get the same run around and scripted responses related to the 4590-day processing time to investigate a transaction dispute. Additionally, I was not escalated to manager when I requested ... in fact the representive put me on hold and eventually the call disconnected. 
XX/XX/XXXX, XXXX XXXX  EDT, I call the American Express XXXX XXXX, XXXX XXXX XXXX XXXX XXXX NY XXXX ( XXXX ) XXXX and spoke with a switchboard operator named XXXX XXXX sp ). XXXX was more helpful that any of the previous customer service reps from the Gift Card section ever tried. She transferred me to in her words the American Express XXXX XXXX Fraud Office ( XXXX ) XXXX, option 2. Unfortunately, and through no fault of XXXX 's this was a mis -direct as the office she transferred me to was a generic outsourced " gift card fraud '' hot line that AMEX XXXX XXXX, XXXX XXXX and numerous other retail gift card companies use as a fraud clearing house. The Gentleman I spoke with was empathetic but was only able to give me the ( XXXX ) XXXX American Express XXXX XXXX XXXX Customer Service number. 
XX/XX/XXXX, XXXX; XXXX EDT I found a number listed as American Express Fraud Department... ( XXXX ) XXXX. When I can in i was challenged by a AI voicebot that attempted to authenticate me via my name and SSAN because I did not have a current AMEX Credit Card Account albeit it did find my expired account ending in XXXX. After a bit of social engineering of the voicebot menu I was routed to an actual American Express Fraud specialist ( XXXX XXXX who took all the info I had regarding my case and indicated he would first connect with the American Express XXXX XXXX XXXX Dispute Resolution team on my behalf iin order to get to a manager. Unfortunately, all he did was initiate a transfer to the same American Express XXXX XXXX XXXX team. This encounter was yet another epic fail with a rep named XXXX XXXX sp ). Yet again I was forced to give the entire background and sorted details. I objected vigorously and stated i wanted to speak with a manager. XXXX refused until I gave the gift card number, expriation date, and PIN and the reason I wanted to speak with a manager. Finally she acquiesced and placed me on hold awating a manager. I was then routed to XXXX ( sp ) a supposed manager. XXXX yet again reiterated all the same FAQ and information about the XXXX day dispute resolution process. I asked him why it takes 45 to 90 days and he could not or would not provide me with an responsive answer. I then requested to be escalated to the next level of management to which I got the well no one is currently available, but someone will call you back in 24 to 48 hours. He further stated that the transcript of all my previous calls did not show that I requested escallation to a manager! At that point I again requested a manager call back and further requested my transcript to reflect my request for manager call back. 
XX/XX/XXXX, XXXX XXXX EDT I once again contact American Express Corporate Headquarters and reached a lady named XXXX who unlike the Gift Card Customer Service Team was extremely helpful. She provided me the XXXX email. 

I requested XXXX XXXX to conduct an internal investigation to determine if their employees are involved in the theft of my gift card number, expiration date and security PIN and the ultimate theft of the {$950.00} balance that was used in the XX/XX/XXXX, XXXX XXXX fraudulent transaction at the XXXX NH XXXX XXXX. I requested XXXX XXXX and the XXXX XXXX XXXX XXXXo secure and preserve all relevant surveillance video of the interaction between myself, my wife and the two desk clerks from the time of check-in of XX/XX/XXXX, until the two desk clerks depart the XXXX property at the end of their XX/XX/XXXX, duty shift. Finally, I requested XXXX XXXX, and the Alexandrian conduct a comprehensive XXXX forensic audit of their point-of-sale terminal involved in processing my American Express XXXX Gift XXXX XXXX XX/XX/XXXX to determine if there was/is any malicious malware that compromised my gift card and its data to facilitate the theft of funds. All requests were approved by XXXX XXXX XXXX General Manager, XXXX XXXX XXXX XXXX XXXX, The XXXX XXXX and XXXX XXXX  Properties, XXXX XXXX XXXX, XXXX VA XXXX ; cell phone ( XXXX ) XXXX. While XXXX XXXX was cooperative and empathetic to our situation, he has not shared any results of the internal investigation with me. He indicated that when presented with a lawful search warrant or subpeona from law enforcement he would fully comply with releasing any relevant reports and video surveillence. 

The reason I am suspicious if the XXXX XXXX and its staff who interacted with myself and my wife at check-in as well as your point-of-sale terminal and software is due to the proximity of the interaction to the use of or compromise/theft of the {$950.00} from our American Express XXXX XXXX XXXX at a location 550+ miles from our physical location in XXXX VA. The gift card was initially handled and processed by the female desk clerk and the transaction she attempted was declined ( see American Express XXXX XXXX XXXX transaction log at XXXX XXXX in the amount of {$49.00} declined ). Next the male desk clerk appears to take possession of the card and stated, oh you have to enter the card number, the expiration date and the PIN in order to process a transaction. He successfully ran the {$1.00} transaction which is also recorded at XXXXXXXX XXXX on XX/XX/XXXX. It is our understanding that some point-of- sale terminals will display the available card balance following a successful transaction. The very next transaction that occurs on our gift card is XX/XX/XXXX, at XXXX ( 1 hour and 26 minutes after the hotel staff handled our card ) in the amount of {$950.00} at a XXXX XXXX in XXXX NH, 550 miles from the XXXXXXXX  XXXX XXXX This transaction was conducted in person by an unknown XXXX female per the in-store video surveillance retained by XXXX XXXX  XXXX XXXX XXXX XXXX The only other time the card was handled by someone other than me was at XXXX XXXX XXXX XXXX in XXXX VA XX/XX/XXXX, at XXXX XXXX EST and that scenario is also being investigated by the XXXX XXXX XXXX Department. However, the time lag between the card use in XXXX and the fraudulent transaction is outside the typical window of either a cyber compromise or physical compromise and theft of the funds. 

This letter and the full chronology and was provided to American Express XXXX XXXX Customer Service on XX/XX/XXXX, the XXXX XXXX VA XXXX Department, the XXXX VA Police Department and the XXXX NH Police Department as well as the appropriate Federal Law Enforcement Agencies responsible for cyber and financial crimes. 

Given my wife and I already experienced a terrible and embarrassing experience of having our American Express XXXX XXXX declined and then the having the {$950.00} balance stolen, I never expected American Express to add insult onto injury with a continuous string of customer no service. I found it to follow that typical insurance industry tactic of delay, deny, depose. 

The final bit of background on how I ended up with {$10000.00} of American Express XXXX XXXX XXXX. In XXXX of XXXX I was notified by the XXXX XXXX XXXX XXXX XXXX ( XXXX ) that I was the Grand Prize Winner of the XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Amongst the large prizes of a new Customized XXXX XXXX pickup truck, a Customized XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX and {$10000.00} of American Express XXXX XXXX XXXX XXXX 

Neither XXXX nor XXXX XXXX are as yet aware of my negative experience with American Express and the fact that despite following to the letter the security protocol for using the American Express XXXX XXXX XXXX I experienced a fraud/theft of {$950.00}. I am certain both organizations will not look favorably on the situation as it reflects negatively on their respective brands. 

In closing, XXXX XXXX, I want to afford you and your leadership team to engage and correct this unsatisfactory customer service scenario and to expedite the restitution of my {$950.00}. I provided your dispute resolution team the chronology, physical and forensic evidence to substantiate the fraud and theft of card funds by basically doing the research and fact finding in less than 16 hours of my personal timein essence I did their job. 

Thank you in advance for your engagement and consideration of my request. 


Respectfully XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXXXXXX XXXX : XXXX 3Attachments 1.American Express XXXX XXXX XXXX Transaction Log DATED XX/XX/XXXX, XXXX XXXX 2.American Express XXXXXXXX XXXX XXXXXXXX Transaction Dispute case # XXXX 3. IC3 Complaint XX/XX/XXXX XXXX ; XXXX XXXX EST 3 Additional References : 1.XXXX XXXX XXXX XXXX XXXX, Badge # XXXX incident report/case number # XXXX, Cell # ( XXXX ) XXXX 2.XXXX XXXX XXXX XXXX XXXX, Badge # XXXX case # XXXX, CELL # ( XXXX ) XXXX 3.XXXX NH XXXX Detective XXXX XXXX took my report and open case # XXXX , Cell # ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief