American Express

My husband had a AMEX Serve Account. He died on 9/30/15. On October 5th I called AMEX Serve Customer Service. I requested that the account be closed and that a refund for the balance on the account be refunded, I was told that it would be no problem and it would be taken care of. Ten days later, no refund. I call AMEX Serve again, making the same request. I was told that I need to submit a death certificate and copy of the AMEX Serve Card and a refund would be sent within 10 business days. I sent the requested information via certified mail. Ten days later, still no refund. I call again. After spending an hour on the phone, I am being told that more documentation is needed in order to process my request. They lied and stated that they did not receive the original requested documentation until 11/10/15. When I stated that the letter was sent certified and USPS Tracking delivered the letter on 9/30/15, the customer service rep had nothing to say. AWFUL Customer Service. They are not trained properly and any questions they are asked, they have to email their managers for an answer. I have been told each time, that they need to speak with my husband for authorization, this is asked after I have told them that my husband is deceased. The last time I called, I was told that I have to wait 10 days for the refund. They locked the account the first time I called, yet they have not done anything else. Apparently they have no problem keepiong people from using available funds but have no problem holdng onto money that they do not have a legal right to hold onto.

*Theft of $10, 000 Amex Travelers Cheques in Africa*

On July 14, 2008 I was robbed of $10, 000.00 in Amex Travelers Cheques in Africa. During the very short and violent struggle my companion was injured and the criminals ran off with my bag and its contents. Traumatized we picked ourselves up and went back to the hotel where I immediately made a call to the USA to my friend and asked him to contact Amex immediately to cancel the cheques. It is a matter of record that he did exactly as I had requested immediately. He provided to Amex the serial numbers of all the stolen checks and additional pertinent information. Please note that thereafter I also made contact with Amex, but due to the poor cellular network in Africa I was not able to complete the call and decided it was best to handle the matter in more precise detail upon my return to the USA. Upon my return this began the difficult task of obtaining a refund of my $10, 000. I submitted a mountain of documents..The following is a list of the documents and information provided to Amex

1)Claims reimbursement forms

2)Receipts of all Travelers cheques(all were signed at the time of purchase

3)USA valid passport

4)USA valid Drivers License

5)Bank statement showing withdrawl from checking account to purchase cheques

6)Legal document from Government in Africa showing business venture there

7)Airline tickets showing travel to and from Africa

8)2 Business references

9)Phone numbers to 3 cell phones that were stolen in the robbery

10)Numerous emails and probing phone interviews by the claims dept

11)MEETING IN MY PRIVATE RESIDENCE WITH AMEX SECURITY AGENT

12)5 page letter summarizing my meeting with the Amex Security Agent

When I purchased the American Express Travelers Cheques I did so with the understanding that in the case that they are lost or stolen that they would be refunded to me with 24 hours by contacting Amex immediately and provide the serial numbers to the stolen cheques and valid identification. Never did I think that I would be put on trial and I had to prove without any doubt in order to regain what is rightfully mine.

The refund of my $10, 000 came on December 08, 2008 after much work and the Amex Security Agent visit to my home..

****CONSUMER ALERT***

THE PRINT ADS AND TV ADVERTISEMENT PROMISES IF YOUR AMERICAN EXPRESS TRAVELERS CHEQUES ARE LOST OR STOLEN YOU CAN OBTAIN A REFUND WITHIN 24 HOURS WORLD WIDE!

**Is there a violation of FTC laws?

**Is this a case of exaggerated, false advertisement?

**Does cosumers have the right to know the truth about the refund process?

This should not have happened to me a good law abiding USA citizen who as a consumer trusted a product based on their consumer advertisement and learned a hard lesson and the truth in a time of need.

*update to my 11/16/08 complaint report
*****consumer warning*****
Amex travel related services, co. inc. travelers cheques print ads and television commercials suggest "do not leave home without them"...
The company also states that the cheques can be refunded within 24 hours worldwide if lost or stolen..
In my previous submitted complaint i was robbed on july 14, 2008 and after informing the company immediately, i returned home to start submitting a mountain of documents

1) claims reimbursement forms
2) receipt of all travelers cheques(all were signed prior to theft!)
3) usa valid passport and drivers license
4)bank statement showing money withdrawl to purchase checks!
5) police report
6) police report payment receipt
7) medical note from police dept given to the other victim
8) legal document from govt of the country where theft occured to show what i was doing there!
9) airline ticket showing travel to and from africa
10) 2 business references
11) phone numbers to the cell phones that were stolen
12) numerous emails and probing phone interviews by the claims department
13) meeting with american express security agent in my home!
14) 5 page letter summarizing my meeting with the american express security agent

After much work, being shocked and humiliated and feeling violated a check in the amount of $10, 000.00 was received by me on dec 08, 2008. if you are in a foreign country and your cheques are lost or stolen how is it possible for a customer to do this type of shameful hard work to recover what is rightfully theirs especially when you have bought the cheques with the understanding that if they are lost/stolen they will be replaced anywhere worldwide within a short period of time usually 24 hours!

The questions that arises in my mind are
1) does the company discriminate refunds geographically?
2) are there any violations of ftc laws?
3) is this a case of exaggerated false advertisement?
4) should the ftc investigate this company's practices in regards to the print ads/commercial ads based on travelers cheques refund?

Having to give american express so much private information i now know what it must feel like to be on trial in a criminal court!..i feel insulted and violated.. this should never happen to a law abiding citizen of the united states who as a consumer purchased a product with the understanding of what the company advises, only to learn a very hard and sad lesson about the truth, in a great time of need.
Fyi: atm machines are now well equipped all over the world to take cash in the local currency of the country
There are a number of websites with reports on the american express travelers cheques eg. consumeraffairs.com, complaints.com, /link removed/ amexsux.com

Should you leave home without them?

Consumers be aware!.. Do leave home without the amex travelers cheques...
In july 2008, I was robbed of $10, 000.00 in amex tc along with numerous other items (3 cell phones, camera, local currency etc) although traumatized I contacted my friend in usa who called amex immediately to cancel the cheques.
Upon my return I started to send amex numerous documents to prove my identity and that the checks were purchased by me at my local bank here in the usa
Here are some of the docs I sent
1) receipts of all tc's
2) all pages of my passport
3) drivers license
4) bank statement!
5) legal document from govt of country where theft occured
To show what I was doing there!
6) 2 business references
7) phone numbers to stolen cell phones
8) police report was requested.. I gave phone# to station where reported was made
Etc etc..
In addition the numerous phone interviews left me feeling more traumatized than the actual violent event of the robbery

To date (Mid nov 2008) my phone calls and emails requesting the status of this claim are ignored.
I became suspicious as I believed this was an easy claim and started researching on the internet and discovered that many other persons have suffered the same faith.. Amex is denying claims for refund of lost/stolen travelers cheques and thus making large profits from this unethical behaviour..
I am still waiting for refund of all monies owed to me.. I am
Hoping that a law firm will review the following websites to see that many persons are involved in this scam by amex
1) [redacted]s.com
2) consumeraffairs.com
3) amexsux.com
4) complaints.com
5) complaintsboard.com

Please feel free to contact me via phone/email for additional information in order to get this issue in the court of law and
Also national/international attention..
This must be exposed immediately before other unsuspecting consumers are taken advantage of and destroyed financially.