Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #6586456
Complaint Overview
Complaint ID: 6586456
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
State: Pennsylvania
ZIP Code: 193XX
Date Received: 2023-02-17T12:00:00-05:00
Date Sent to Company: 2023-02-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I purchased two American Express gift cards ( one for {$350.00}, and one for {$500.00} ) on 2/15 at my local grocery store. Within 6 mins of purchasing, I checked balances to ensure the cards were loaded before throwing receipts away and came to find that the money was completely wiped off the cards. I went back to store I purchased them from, spoke to the XXXX and was told I had to deal with American Express directly. I called American Express at least 15 times since XX/XX/15 and spent over 10 hours on the phone. I came to find out the cards were hacked and the money was taken the second they were loaded. American Express Customer Service provided the merchants websites and phone numbers for where the money was spent, and advised me that the responsibility was on me, to dispute directly with the merchants. However, when I called the numbers provided by American Express, I found they were completely different companies from the companies listed in American Expresss system. The companies listed in the Amex system were actually fake/ didnt exist. The companies whose phone numbers were attached to these fake companies in Amex 's system were legitimate but completely different and they had no such connection to the fake company or awareness of any transaction or purchase. Company 1 for {$350.00} : Amex stated purchase was made to : XXXX Gift XXXX XXXX XXXX Phone # XXXX When I called that #, it is actually for a company called XXXXXXXX XXXX XXXX. Company 2 for {$500.00} : Amex stated purchase was made out to : XXXX XXXX. Gift Card : XXXX XXXX Phone # XXXX When I called that #, it is actually for a company called XXXX. Both companies confirmed they are not connected to the " companies '' listed in Amex 's system, do not sell retail to consumers and have no purchases/transaction made using a Amex gift card. I also have email / text confirmations from the companies. American Express customer service, as well as 3 supervisors ( after being hung up on 3 times and having to call back and sit on hold for an hour each time!, including " XXXX '', " XXXX '', XXXX '' and " XXXX '' among others ) advised me its my problem to deal with a lost or stolen card ( please note : the card was not lost or stolen ; it was hacked ) ; and I need to dispute with the merchants ( the merchants that are actually ghost companies that dont actually exist ) and no one would help me per their policy. I have now lost almost {$1000.00} dollars and American Express has washed their hands of any responsibility. I need to be very clear - I read your policy, and your policy states there will not be any refunds for a lost or stolen card and I understand that but my cards were not lost or stolen- they are still very much in my possession. The problem is that the cards were hacked and literally the second I purchased and loaded them at the store- the money was taken by someone. Attached are communications with the companies Amex is stating the money was spent at, providing that is not true, and the card/Amex system was hacked, along with the reciepts proving i paid for the cards.
Frequently Asked Questions
What is Complaint #6586456 about?
Complaint #6586456 was filed against American Express Company regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2023-02-17T12:00:00-05:00.
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.