Consumer complaint received 2024-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
Timeline of Credit Card Fraud and Amex Contact XX/XX/XXXX, I noticed a lot of charges on my credit card statement that are not mine. I reviewed my statement and found roughly {$70000.00} in fraudulent charges on my AmEx credit card. 
XX/XX/XXXX, I contacted Amex and reported all the fraudulent charges. It just took some time but I wanted to make sure I inform them of all the fraudulent charges. The representative reassures me that I will not have to pay for fraudulent charges because Amex has a XXXX fraud liability guarantee. that reassures me and puts my mind at ease. 


On XX/XX/XXXX, a representative from AMEX reached out to me regarding disputed charges. The customer service representative reminded me to keep making regular payments on my credit card, and I reassured them that I would continue to do so. 

XX/XX/XXXX. I received two letters in the mail. number one the first letter States that they will not be refunding any of the disputed charges on my credit card bill because I gave my credit card information to a business and in doing so I authorized them to charge my card whenever they needed to do so. This is outrageous. The second letter states that they were funding the disputed charges and to disregard any previous correspondence they received from them and that they will continue investigating the disputed XXXX XX/XX/XXXX, I experienced a frustrating situation when I received two contradictory letters regarding a credit card dispute. One letter dishearteningly stated that my dispute would not be refunded, while the other, in contrast, indicated that the money would be returned. The second letter further mentioned an ongoing investigation, which only added to my confusion. 

Feeling bewildered, I decided to contact customer service to seek clarification and find a resolution. After a lengthy conversation with a customer service representative, I was relieved to receive confirmation that the money would be refunded. The representative provided me with a reference number to track the progress of my case. 

Throughout the process, I felt a mix of frustration and anxiety as I navigated the conflicting information and sought a satisfactory outcome. However, the assurance from the customer service representative ultimately eased my concerns and provided me with the peace of mind that my issue would be resolved. 

XX/XX/XXXX I receive a series of phone calls from Amex Representatives that are very disturbing in nature. one phone call a rep told me that whoever is in whoever is responsible for this fraudulent charges is going to prison for a very long time I didn't know what to say to that I started crying. The next phone call I got was from an Amex rep telling me that I needed to make a payment on {$64000.00} and disputed charges immediately or my car is going to get suspended. I told him I wasn't going to be making payments on charges that aren't mine but I will continue making payments on the charges that are. Amex revokes my flight miles I earned and cancels my other three Amex cards. I feel like I'm being unfairly punished for exercising my right to dispute charges on my credit card In XX/XX/XXXX, my life took a terrifying turn when my phone rang and I was met with a barrage of disturbing calls from American Express ( Amex ) representatives. The calls were relentless, and the accusations they hurled at me were chilling.

One of the callers threatened that the person responsible for the fraudulent charges on my card would face a long prison sentence. The fear in my heart intensified as I tried to explain that I was the victim of identity theft, but my pleas fell on deaf ears.

As the calls continued, the demands escalated. One representative demanded immediate payment of {$64000.00} or my car would be suspended. The threat sent shivers down my spine, leaving me feeling like I was trapped in a nightmare. 

Despite my repeated disputes and attempts to provide evidence of my innocence, Amex took drastic actions. My hard-earned flight miles vanished, and three of my other Amex cards were canceled without warning. I felt as if I was being punished for exercising my right to dispute the fraudulent charges.

The situation left me feeling helpless and unfairly targeted. The experience with Amex made me question my financial security and the integrity of the system that is supposed to protect consumers. 

XX/XX/XXXX I get two letters in the mail again the exact same letters as the ones back in XXXX one saying that they will not be reversing the fraudulent charges and another one saying that they are reversing fraudulent charges and disregard any previous correspondence and let me know that they're continuing to investigate. At this point the 90 days for a credit card company to resolve a credit card dispute is over. They also took longer than 30 days to notify me that they're investigating the fraudulent transactions. Those are two FTC rules that they've already broken, not to mention the retaliatory actions by taking away my flight points and canceling my other cards. 
In XX/XX/XXXX, I received two conflicting letters in the mail from my credit card company regarding fraudulent charges on my account. This caused a lot of confusion and frustration. The first letter stated that the fraudulent charges would not be reversed, which was concerning because I had not made those purchases. However, the second letter, which I received a few days later, indicated that the charges would be reversed and that I should disregard the previous correspondence. 

While I was relieved that the charges would be reversed, I was also concerned about the company 's handling of the situation. The credit card company had already exceeded the 90-day timeframe for resolving credit card disputes and had taken more than 30 days to notify me of their investigation into the fraudulent transactions, which is in violation of FTC rules .

To make matters worse, the company retaliated against me by taking away my flight points and canceling my other cards. This was incredibly frustrating and inconvenient, as I frequently used those points and cards for travel and everyday purchases. I felt like I was being punished for something that was not my fault.

I have since contacted the credit card company to express my dissatisfaction with their handling of the situation and to request that my flight points and other cards be reinstated. I am still waiting for a response from the company, but I am hopeful that they will resolve this issue fairly and promptly. 

XX/XX/XXXX Amex puts a late mark on my credit report and Bullies me into a huge loan to pay off the fraudulent charges. I have to make a {$1400.00} payment every month until it's paid off. This small loan has interest on it too. I feel like I have no choice otherwise they're going to ruin my credit which I've worked so hard to earn. I've had a XXXX credit score for a very long time because I'm very Thrifty don't make frivolous purchases or large purchases and I budget my money well. The person with good credit doesn't randomly make {$70000.00} with the charges in one month, they just don't do it. I feel everything that Amex has done to me is wrong.

The American Express Fraud protection guarantee states-Use the American Express Card online or off, and you wont be held responsible for any fraudulent charges, if youve taken reasonable care to protect your Account details, PIN and any device on which you have added your Account information. Notify us at once if your Card or eligible device is lost or stolen, or you suspect it is being used without your permission.

I have done exactly that and all I have gotten in return is punishment. Im just an old lady trying to get by and somehow someone got my information and made a bunch of charges that weren't mine and instead of honoring there fraud protection guarantee they treat me like I did it, like im a criminal and forced me to take a loan so that they wouldnt destroy my credit. Im appalled by what they have done and how they have treated me. I want justice!

Company response to consumer: Closed with monetary relief