Credit card or prepaid card -- Unexpected or other fees -- Complaint #4392956
Complaint Overview
Complaint ID: 4392956
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose prepaid card
Issue: Unexpected or other fees
State: California
ZIP Code: 91321
Date Received: 2021-05-20T12:00:00-05:00
Date Sent to Company: 2021-05-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
My dispute is regarding a fraud issue with American Express XXXX which is a prepaid card from the American Express Company. On XX/XX/2021, there were 3 unauthorized withdrawals from my XXXX account. ( XXXX for XXXX, and XXXX for {$300.00} XXXX. On XX/XX/2021, there were 2 unauthorized withdrawals from my account XXXX both for {$200.00} XXXX. Each of those amounts include {$1.00} service charge. All 5 were from 2 different XXXX restaurant ATMs in XXXX, NY. I discovered my loss of funds when I tried to use the card for a purchase on XX/XX/XXXX, and it was declined. {$1100.00} had been withdrawn from my account. I called the American Express Serve Fraud Division, and made a claim immediately. They sent me by email copies of the 5 transactions, and requested I send them a Declaration of Fraud, which I sent to them right away. Several days later, I received an email from American Express telling me that my claim had been denied, and that if I wanted to know why, I had to request an explanation by mail from an address in Georgia. I reopened the investigation, and requested an explanation by mail, to which I never received a response. I once again submitted a Declaration of Fraud, and was denied. After being denied for claims on XX/XX/XXXX, XXXX, and XX/XX/XXXX, I obtained a police report from the XXXX XXXX Police Department XXXX to submit with my next Declaration of Fraud, and claim. My fraud case was denied again on XX/XX/XXXX, and XX/XX/XXXX. I submitted the 6th claim today. XXXX XX/XX/XXXX ). I asked American Express to please look at my past account statements, to see that I have never withdrawn money in this sequence. I also requested that their investigators request video from those restaurants to try and identify the suspects who withdrew the money. On XX/XX/XXXX, I contacted the American Express Office in New York XXXX, and spoke to an American Express Executive Assistant, XXXX XXXX, who said he would speak to someone from the prepaid Specialty Unit, and follow up with my claim.Unfortunately, he was given the same response I was. Based on their investigation, no error had occurred, and all 5 transactions in question had been authorized. I have the American Express card in my possession, and have always had it in my possession. I did not withdraw this money from my account, nor did I give anyone permission to use my card. Ive reopened the claim 6 times, and have been denied 5. Ive given them all the information I have regarding this incident. Apparently, the customer service unit for American Express is based in XXXX XXXX. I havent been able to speak with anyone in the United States from American Express Serve except the Executive Assistant in New York. Please help me find out what information they are using to make their decision, so I can dispute it with accurate information. The money that was taken was COVID stimulus money that I cant afford to lose.
Frequently Asked Questions
What is Complaint #4392956 about?
Complaint #4392956 was filed against American Express Company regarding Credit card or prepaid card specifically about Unexpected or other fees. It was received by the CFPB on 2021-05-20T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.