Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Unauthorized transactions/trans. issues Texas

On -/-/2016 went to - store on - - -, -, T- - their number is ( - ) -. I took my Serve card to withdraw money from the - - atm at -. When I tried to withdraw the money and put in all my information, the atm did not dispense my the $140.00. So I called the number for the atm they told me to file a complaint and the money would be credited since i received no money from the atm. An employee at - named - informed the atm merchant that this was not the first time they had issues with the atm and they needed to get it fixed. So I called american express serve at -. I spoke to a representative who i explained everything and was no help at all. She kept putting me on hold then transfers me to a supervisor. I explained to the supervisor what happened and i never received the money or receipt from the Atm yet the amount was deducted from my account also with a fee of $2.00 for using a atm. I then received a email from american express on - - that it would take 10 business days for them to investigate. That they will send me another email within 10 business days with more information whether they be able to credit me. On -/-/2016 at - I received a email requesting more information that they needed it with in 10 business days. At - - -/-/2016 i received a email saying they are not going to credit the amount I never received on -/-/2016 for - plus the - service charge fee.