Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Unauthorized transactions/trans. issues Georgia

On Sunday - -, 2015 @ - I went to an ATM Machine at an - - bank in -, Georgia - to withdraw $500.00. The ATM did not dispense the cash! However the funds were taken off my card. I have been trying to get the funds back for a week now, but to no avail. I have tried with the bank and with American Express Serve prepaid card company! They keep telling me that there needs to be an investigation! A woman from the - - bank 's Risk Management department in California by the name of - - called American Express Serve Company and told them about the ATM machine not working and they still will not give me my money! This is very disgusting to say the least!