Consumer complaint received 2024-07-27 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: TX

Complaint narrative:
I submitted a complaint to the CFPB on the XXXX of XX/XX/2024 about the issues that I have been having with American Express. In my initial complaint against the company I let the CFPB know that I have been going through this with American Express since XX/XX/2024 in which I contacted the customer service line to report fraud hitting the cards. In which I was told that they do not have a fraud department, and further that I recorded the 3 hour customer service call. Furthermore, on XX/XX/2024 I was sent an email from the American Express XXXX XXXX XXXX of XXXX XXXX, XXXX XXXX, and XXXX XXXX, in which they asked for a 30 day standstill in order to investigate the allegations I reported, and which I agreed to. I was further told to send all correspondence from that point via email to them. I was then asked 3 days from the end of the 30 day standstill to give them the 3 hour recording in which I sent them the requested recording and then all correspondence I sent them after was ignored and never responded to just as all the ones before from the response I sent them responding to the request for the standstill up until the request for the recording. I have sent them every document, as well as posted evidence on XXXX and which the CEO XXXX XXXX reported a false report stating to XXXX that I was harassing him, and to which XXXX investigated and found to be a false report against me. 
Furthermore, the actions that American Express has engaged in from false statements of not having a fraud department for me to report it to, along with each of the employees, as well as supervisor 's that work in the American Express customer service making false claims that go against American Expresses own written agreement to the customers that use their products, as well as which the written agreement states that the fraud number is the exact same number as the general customer service number. 
Even further, the actions that American Express has taken to avoid, and not handle this situation has caused extreme emotional distress, as well as continues to do so and cause me to have issues which affect my XXXX XXXXXXXX by requesting the 30 day standstill, then ignoring me. Then, causing the startup company we were doing to and which we still have to pay taxes on even though we had to close the online website, being threatened to be evicted because the fraud that happened had taken my XXXX payment that I receive once a month, having to reach out for assistance and not being able to find any which has caused us to have to go with very little food because we had to pay for the amount of rent we were behind when the fraud took my payment. Then having to go the doctor because my anxiety, XXXX, XXXX, as well as other health issues where causing me to have major issues because I can not get any resolution to this situation with American Express in which they are now telling the CFPB that they are needing to review all of the information in which they where already given in XXXX and the beginning of XXXX. This is yet another intentional action taken by American Express to not resolve this issue. As, well as I received a call in which I also was told by the executive office that they had received the complaint and that someone would be in touch with me and that was on the XXXX of XXXX. 
So, I am begging the CFPB to stop this from continuing any further. American Express has done so many actions that have caused us a great deal of distress and which has all be documented and sent to the company before I ever reached out to the CFPB for help. American Express is continuing to inflict this emotional distress on me by continuing to stall, ignore, and not come to a resolution for this issue. 
Furthermore, these actions that they are continuing to commit are continuing to cause me to break. The American Express Company has caused us such mental anguish that goes beyond outrageous acts in order to keep from resolving the issue. American Express, has hurt us in so many ways and these actions would have taken our only place to live, has taken food out of our mouths, and has caused the company we were starting in order to be able to gain stability and a means to provide for myself, my wife, and our dog. Further, they continue to commit these actions with all knowledge of the impact that they are causing in our lives, because they were given all the information, and documents by myself in XXXX. As well as the American Express with all knowledge and evidence they continue to inflict this on us by continuing to do nothing to resolve this issue rather they continue to hurt us by continuing to not acknowledge the wrongs in the actions that they continue to commit. 
I am begging for someone to help in this situation because by the actions they have already committed against me with requesting the 30 day standstill and then ignoring all my emails, they will continue to commit these actions by waiting out another 60 days placing us even further in distress and causing my health to continue to be impacted and still not resolving the issue. The actions that American Express is committing is wrong and is only getting worse with the impact that it is having on our lives. We are XXXX XXXX people who deserve to receive justice for the intentional actions that American Express has and continues to take to not resolve this situation.

Company response to consumer: Closed with explanation