Amex Credit Card Complaint

Amex Credit card department,

Transaction issue Colorado

on -/-/2016 at - mountain time I went to - and used the ATM to withdraw - dollars. I input all the information that was required to get funds. The ATM went into a mode as if it was going to release the funds. The screen went blank before the money came out. The screen came back on in a red background with error message that ATM was down. I called the American Express Serve and was told I had to file a complaint which could take 10 to 45 days. I contacted the bank and was told they knew about it and since I did not have a account with the bank that they would have to go by my bank. I sent all the information in to dispute the charge and also had the bank manager call in to see if they could expedite this matters. They could n't explain to us how to contact the owner of the ATM and that on -/-/2016 will be the next update and that they will then issue a provisional credit. I called in everyday asking that they email the dispute department asking them to give me the contact information to the owner of the ATM so that I can contact them to see if I could get this issues resolved quick. They never contacted me until -/-/2016 when I was told in a email that the ATM provider confirmed the funds was dispensed. I called American Express Serve and was told it was closed and that they will only reopen if I can get new information. I called - who the bank said was the contact as owner. I called them and was told they only services them. They did not have the owner information. The video will show that no money came out at the time I made my request. My money was taken and there is no way to get owner information and I have only 10 days to get new information or my money is taken away from me.