Bluebird American express Nationwide

I purchase a couple of item the merchant said my bluebird American express card didn't go through. When I check my card the order went through twice. I contact the merchant the said it didn't go through meaning I don't have a order number. The merchant release my finding back to American express but bluebird American express said it will take up to seven days. I connect the merchant and American express the merchant explain to American express that the order didn't go through. The merchant offer to fax them the information. American express said they are not aloud to receive fax. American express still won't release my funding 270.00 the bank is playing cat n mouse with their customers money. This is a prepaid card not American express money they should allow the merchant to Submit documents. This is stealing just in a different way. The money doesn't belong to American express it a debt card were loading our money to a plastic card. This is Un ethical. American express should be ashame