Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Unauthorized transactions/trans. issues Massachusetts

My wife went to - and attempted to make a purchase, it was declined. She attempted the same purchase again, it was declined also. However, when I looked at the statement, both purchases were taken out of my account. I contacted Bluebird by American Express, my prepaid card company. They started a dispute, and after about two weeks with no update, I called again. I was told they have no update and that I could not speak with the dispute team because they are a BACK office and have no phone number. I went to the store and found that neither of the transactions were in their system, with the transactions being declined, that is normal. I have been waiting for 6 weeks and I still do not have any update or my money back. Any help in this matter will be greatly appreciated.