Consumer complaint received 2023-06-23
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
My identity was stolen, and Bluebird American Express mailed out a new Debit card ( which they informed me was a " sub-account '' to an address in Florida ). I NEVER gave consent nor had any knowledge of this account, nor do I know anybody by this name, I just figured that the letter to " XXXX XXXX '' was some sort of a mistake, because I rarely used my card, and had last used or even looked at my account in early XXXX to pay for free trial of XXXX XXXX. It was after the letter arrived that we started noticing money disappearing in small portions from our Bank CHECKING account, and after which the thieves changed my email, mailing address, passwords, and funneled over {$4000.00} in many small installments of around {$200.00} each to a " sub-account '' listed under a false name. They then appeared to have pulled it out a few times, bringing the balance back to {$0.00}. My husband and I are retired & live in Illinois & were unable to get online to see any info on this account, and when we tried to call the staff hung up on me repeatedly, then refused to speak with me, because I didn't know the email address that they changed it to, and that allowed them to continue to keep stealing money from my connected personal bank account. They have repeatedly hung up on me when I was told I was going to be helped, forced me to write a paper mail complaint to their main headquarters, and absolutely refuse to give me my money back or even to acknowledge that any of this even occurred. I repeatedly called them and asked to speak to a supervisor, but they refused. Each call was answered by a person that barely spoke XXXX, and there was what sounded like a chicken farm in the background. 
I filed a complaint with the XXXX XXXX XXXX HQ in New York, as required because AE headquarters is located there. XXXX  responded stating this was founded, but even though they FINALLY got a response from AE, months later, have dropped the issue and I still haven't been compensated for the money that we direly need returned to our checking that they allowed to be stolen. Bluebird American Express immediately called me the day after XXXX  sent me the response that they were given, saying that they were putting a check in the mail for the {$4000.00} that they allowed to be psyphoned from my personal bank account ( which was directly linked to the card ), via the " Sub-Account '' I just really need my money back and have already canceled the card, and Bluebird American Express refuses to answer any questions over the phone, & NEVER responded to the written paper mail letter that I sent to American Express headquarters. This has been going on for over a YEAR now, and I don't know who I can call to get help from. Please respond. I am depressed and desperate at this point as I don't seem to be getting any responses from anyone, and the check that Bluebird American Express claimed to be mailing to me never arrived. The telephone staff at their company won't tell me anything and XXXX  sent me an email which only stated that they had received a response from Bluebird American Express but no other help. While I waited for American Express to refund MY money, XXXX  closed the case, after acknowledging that they agreed that I'd been robbed, just because American Express just told them that they had sent me a response, not even knowing what the end result was. 
Please help me.

Company response to consumer: Closed with monetary relief