Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Unauthorized transactions/trans. issues Texas

I called in to customer service to report - fraudulent transaction on the exact same day. I was told by the representative to wait until the transaction post because the merchant place a hold on the funds. After waiting the 2 days I called in to report that I had been charged for - transaction that I did n't authorize and was told to complete a dispute regarding both transaction in question. I completed the dispute and followed up many times to check the status of the claim. I was told several times that that merchant has not responded and it may take up to 45 days. However I asked the representative why every time I call in the fraud department they would transfer me to customer service and she stated because they filed the claim and not the fraud department. After the dispute was over I received an email that the merchant provided information to support that the transaction was valid and I would not receive my funds. I was told by the representative that the agent that took the claim filed it as a billing error and not a fraud claim. The representative stated that she would email the dispute team to have them to re-open the claim. I called back to follow up and was told that they had decline to open the claim and I would not receive a refund.