Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Unauthorized transactions/trans. issues California

On - - I noticed some unauthorized transactions totaling $910.00, on my account. I called American Express Serve and was told I had to wait to make the dispute until the transactions were completed. I cancelled the card ending in - and requested a new one as my account was compromised. On - - the transactions were completed. I called again to dispute. I was told it would take up to 45 days to make a decision on if they were going to reverse the charges. But I would receive a provisional credit on the 10th day. I called on - - to ask where the provisional credit was, I was then told it is 10 business days, which would be - -. On - - I received - email stating they completed their investigation and I would not be receiving my credit as they determined I made the transactions, which took place in - and I live in -. I explained it is very hard to make a purchase at - in - - at - on - - then be in - - and back in - by - to attempt to make a purchase at -. I have tried to call American Express serve and ask for the proof that they contact - - - as I have. They were not able to give me any proof and said it was their investigation team that makes the decisions. I called - - - and spoke with their loss and prevention manager and she claims no one else has called about this account or transactions. I once again asked why could they not prove that they contacted, then I was disconnected from the operator.