Amex Credit Card Complaint

Amex Credit card department,

Identity theft / Fraud / Embezzlement Texas

AME- accepted a charge from a merchant against my account. I disputed it, as the merchant was a third party ( - Mortgage ), did not have my authorization to charge my account, and the party that I had a relationship ( - ) had indicated to me that no charges would be made, partially due to malfeasance by the third party and its agents. To respond to the dispute, the third party provided written documentation to AME- stating that they were a telemarketing firm and had to charge people to stay in business, and provided a copy of my agreement with - as proof. AME- accepted that assertion as proof and closed the dispute. I fail to see how either was adequate. AME- has since just told me that they really do n't process the dispute - it is just if they receive any response, they close it. Since AME- closed my dispute, I have been fighting with AME- to get them to look at their dispute process as the - - had no standing, and their accepting the charge and closing the dispute, when they were provided written evidence that they third party had no standing, were both evidences of broken processes within AME-. I 've spoken to many CSRs and supervisors in card services at AME-, and they all claim that there is no way to flag a call to have this matter looked into, there is no internal audit or internal controls group at AME-, there is no Executive Customer Resolution center to escalate to, and all just basically dismiss my concerns. One call wen tot -, but language difficulties prevented me from even getting them to understand the problem. - call did get escalated to Fraud in -, but they explained that they are n't really Fraud they are only set up to deal with Identity Theft. Based on this experience and other recent issues with them, I am in the process of closing a thirty-plus year relationship with them.