Consumer complaint received 2023-03-20
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
Copied from FDIC Complaint, and FDIC redirected me to re-file complaint here : Does your request involve a specific financial institution? Yes *Financial Institution XXXX XXXX *Mailing City *Mailing Zip/Postal American Express National Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Number FI : Type of accounts United States XXXX XXXX XXXX UT XXXX Code Afternoon Additional Contact Information : Do you want us to communicate with another individual on your behalf, such as a family member, attorney, or other person representing you about this complaint? No If you list someone you authorize us to communicate with the listed individual and provide information to that individual as well. 
*Representative Last Name Relationship Home Phone *Mailing Street *Mailing City *Mailing Zip/Postal Code *Mailing Country First Name Email Business Phone *Mailing State/Province Mobile Phone Prepaid Card Have you tried to resolve your complaint with your financial institution or company? Yes *When? XX/XX/2023 *Resolve : How Phone Resolve : Contact Name Fraud Dept Resolve : Title Page XXXX - XXXX Have you filed a complaint or contacted another government agency? Yes *Gov Agency : Agency Name XXXX XXXX Complaint Information : I was denied a legitimate fraud claim 3x despite a police report, and they closed my account for violation of terms of service. 15 D, which basically says they can terminate my account at their own description, and therefore preventing me from getting my legitimate dispute resolved. TERM OF SERVICE IN XXXX my mother passed of XXXX. I was not paying attention to my finances as usual. After the funeral I noticed that I was missing {$1600.00} from my AMEX SERVE checking account, withdrawn via a number of ATM withdraws. I opened a fraud complaint. I opened a fraud complaint, with AMEX SERVE declines due to my pin number being used. I then filed a report with the XXXX XXXX police department and reopened the claim. It was again denied as my " pin number was used '' Police have no answer but suspect that my card was " cloned '' at an ATM. I have proof i was across the island at times money was being withdrawn, therefore i could not have been me. I again opened complaint # XXXX and included the police report, and it was again denied. Then my account was immediately closed preventing any further dispute. I was sited as being in violation of TC section 15d, please note below that meansthey closed my account " at will '' :. Suspension of Use ; Cancellation ; Closure. We, in our sole discretion, may limit your use of, suspend or terminate your privileges with respect to your Account ( including your Goals ), Subaccount, card and/or Subaccount card with or without cause or notice, other than any notice required by Applicable Law, including in the event ( i ) you do not add funds to or otherwise use your Account and/or card for extended periods, or there are no funds remaining in your Account ( including your Goals ) for extended periods, or ( ii ) we believe there has been a breach in security or there has been unauthorized activity involving your Account or you have engaged in activity that is fraudulent or inappropriate ( e.g., manufacture activity that is inconsistent with the intended use of the Account ) or that violates the terms of this User Agreement. Closure of your Account will prohibit your access to the Service. If we decide to close or suspend use of your Account or Subaccount ( which closure will result in termination of your privileges with respect to the associated card and/or Subaccount card, including the rejection of any Corporate Payments attempted to be made to the Account after closure or suspension, in the case of Users who are participants in Corporate Payments Programs ), we will send an email to the primary email address we have in our records for you. Upon closure of your Account and/or Subaccount ( and termination of your privileges with respect to the associated card and/or Subaccount card ), you must immediately discontinue use of your Account and/or Subaccount and associated card and/or Subaccount card, as applicable. Our closure of your Account and/or Subaccount ( and termination of your privileges with respect to the associated card and/or Subaccount card ) will not affect your obligations under this Agreement. 
Please be advised that the issues described in this complaint will be shared with the financial institution or company in question for their response.

Company response to consumer: Closed with explanation