My Continued Problem with AMEX and the Unauthorized Charges

Since last December, I kept getting a $37.90 charge on my American Express TrueEarnings card. The charge was from an internet payment company in Netherlands for a monthly subscription fee. After I noticed it in February, I called AMEX immediately to report the unauthorized use of my card and was told there will be an investigation to resolve the matter, and that could take 6 to 8 weeks to complete.

While I was patiently waiting for the outcome of the investigation, the charge continued to coming in and I had to contact AMEX every month to get a refund. Though I mentioned the investigation and that I haven’t heard anything about it during the phone call, I was told the investigation could take a longer time if the case is complex. Since I got a refund very time and there’s no other suspicious charges on my account, I didn’t push it very hard until last Tuesday, 14 weeks after my first call.

I again complained about the lack of progress and asked to speak to the manager. The CSR I was talking to said the manager wasn’t available at that moment and somebody will call me either that evening or the next day, which never happened. So when I called again this morning, I just asked for the manager and finally knew what was going on in the past four months.

According to the manager, though they opened an investigation after the first phone call in February, the record was erased by the system automatically when the refund was issued!That’s right, the investigation was just written off!

Since there was no investigation at all, the four months were wasted. What made me mad about this whole process is that nobody ever mentioned this to me in my monthly phone call (they did say they can open an investigation and I told them not necessary because there’s on on-going). Now the manager told me she overwrote the rule so the case won’t be automatically removed and promised me a result within 6 to 8 weeks.

Hope they can resolve the case this time.

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