Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Unauthorized transactions/trans. issues Illinois

To : Consumer Financial Protection Services From : - - On -/-/2016 I disputed an unauthorized charge made on American Express Serve Prepaid Debit card on -/-/2016 through - and -, the charge was for $630.00. I contacted my cardholder as soon as I noticed the charge. I was told the investigation process will take up to 45 days and a provisional credit will be applied to my account in 10 business days until a decision was made. On -/-/2016 I first got an email saying my account was suspended then a few minutes later I got an email saying my claim was denied with no reason behind the decision. I called to find out the reason for the decision and was told I violated the terms and conditions of the account. I spoke with - the same day -/-/2016 and was told that they had n't responded to my card provider yet, and to call back at a later date to find out the status. I called - again -/-/2016 and spoke with a supervisor whom explained that they granted the charge back because the seller was n't cooperating and my money had been sent to my card holder ( American Express Serve ) -/-/2016 I was give the run around and told that my account had been closed and that was it with no explanation. I wrote customer relations but have yet to get a response. It took exactly 10 business days for my card holder to reach a decision and - had n't sent anything to my card holder yet. The chargeback was granted -/-/2016 by - because of lack of cooperation from the seller. I am attaching copies of the email 's sent from American Express Serve. I hope this helps and I could get my money back. Thank you