Consumer complaint received 2024-08-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: AMERICAN EXPRESS COMPANY
State: TX

Complaint narrative:
On XX/XX/XXXX, I got a call from my bank American Express business checking due to suspected fraud. I was told someone had tried to use my card to purchase something from XXXX  in XXXX, and was asked if this was me. I said no as it wasnt me and I didnt recognize the transaction as I was in XXXX XXXX I was told by representative on the phone that they will decline the transaction. Still on the phone with the representative, upon checking my account, I noticed {$5600.00} had being wired to someone that same day and that wasnt me. I told the representative and he said ok its okay the will block the transaction and I should receive my money in 5 to 7 business days and no one can access my account except me on my phone. He said he will follow u with me next day. The next day XX/XX/XXXX, when I was on the call with a representative, I login to my account and notice {$3400.00} had been wired to that same person. I told the representative how come that happened again when I was told they cant get access to my account after speaking from the previous day. He/ she said she doesnt know. I was told to fill in an affidavit of fraudory at this time to continue with the case. The next day I called to ask for the form and who ever I spoke with said they didnt need me to do any affidavit of fraudulent. I was told they had all what they needed. Since XX/XX/XXXX I have been calling for update because I had not received my money and each time I was told they are still communicating with external bank ( XXXX XXXX  ) and dont know how long it will take. Today XX/XX/XXXX, I called my bank, and I was given the external bank number to call and request for a whole harmless form to be send to them to expedite the case. I called the external and they told me, my bank is the one to send them a whole harmless form. I called back my bank and told them about this, they had me on hold and when the representative came back, I was asked if I did a police report, I said I just recently did. The representative said the external bank sent them an email asking for it on the XX/XX/XXXX. So I asked the representative its XX/XX/XXXX and you guys didnt sent me an email or call saying that is what was requested and I should sent it. I asked if I am the one to call for an update before they are letting me know they were requesting a document from 3 days ago and I was told yes. The bank is supposed to send me an email or call me to send whatever is being requested but they dont do it and wait until I call insisting on an appropriate update on my case before they telling ooh the external bank asked for this 3 days ago! Its been like this with this case. Every time I call, its something else. Someone will say one thing today and the other another thing. Today the need affidavit of fraud form filled, tomorrow another person says no, like there is no communication at their office. Please help. I need my money!

Company response to consumer: Closed with monetary relief