Amex Credit Card Complaint

Amex Credit card department,

Customer service / Customer relations California

This complaint is over the handling of a fraudulent charge on my AME- for $1300.00. On - -, someone used my AME- account number to attempt a purchase of $1300.00 at - - in - -, -. I received a call from AME- when I was in -, - with the AME- Card. The reported fraud was confirmed and an investigation was opened ( Case # - ). My card was cancelled and a new card and number was issued. This was all standard procedure so far. On - -, I checked my online account and noticed that the charge was posted to my account for $1300.00 from - -. I called and spoke to a Rep, who said I had to wait 30 days and escalated to a Supervisor. He said that the Rep from -


As a Corporate Card, expenses can only be for business and are reported to my employer. A charge like this could subject me to disciplinary action if a credit is not posted. On - -, I called again and escalated to a Manager. He confirmed that the charge was stopped at the register and that the Rep on - - made a mistake. He, too, said he would " personally '' take care of posting the credit that day and would call me back within - hours. He never did. On - -, see the charge and no credit on my online account, I called again, The Rep told me that the investigation was only opened on - -, not - -, and I need to wait another 30 days. I called back to file a formal complaint ; however, the Rep informed me that there is no process for that. She said a Supervisor would call me back in 24 hours. No one did. I called back again to talk to the Fraud Dept to file a formal complaint, trying another approach. I talked to a Rep who listened and said she would " personally '' take care of posting the credit and would call me back within 24 hours. She never did. ( Are you seeing the pattern here? ) On - -, with no credit appearing on my online account, I used the Chat feature and received the same response. The Supervisor used the same line with me and never responded. On - -, no credit had been processed. I called and received the same experience again - a promise the credit would be processed within 48 hours, a promise to call back, and nothing. On - -, seeing nothing posted, I called again and escalated to a Supervisor. This time, she confirmed that there were some notes but NO attempt to request a return call by a higher authority and NO attempt to submit a credit. They had all lied to me and on a recorded line. What concerns me the most is that their policy is to avoid making the " customer whole '' while they fix their system problems. No other company treats customers like that. Had I reported the fraudulent charge, I understand the need for up to 30 days to investigate the account and resolve the matter. However, that was NOT the case here. It was identified by AME- and confirmed quickly enough to decline the transaction at the register. Despite this, the charge was posted to my account, expecting me to pay for it. My online account has absolutely no indication that fraud was reported on this charge or any documentation to support that the charge was fraudulent. As a customer, I have no recourse whatsoever. Since AME- has not followed through on any promised support, I am writing this letter to file a grievance to let the Consumer Finance Protection Bureau know of the deceit by American Express employees. And whether or not this complaint qualifies for subsequent action on the CFPB 's part, I want it on file that AME- customer service policy is to intentionally deceive customers.