Consumer complaint received 2019-02-12
Company: AMERICAN EXPRESS COMPANY
State: AR
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:
I received an email on XX/XX/XXXX from your company inquiring about possible fraudulent charges to my account ; however, I did not access this email until XX/XX/XXXX after I checked my account balance. After reviewing the email that I was sent, I contacted your call center due to the fraudulent charges on my account. After speaking with your representative XXXX, I was informed that I would receive fraud paperwork by XX/XX/XXXX and would need to return the completed forms. I did not receive the paperwork, so I called back into your call center on XX/XX/XXXX and spoke with XXXX who did send me the paperwork which I completed and sent back in. In addition to the fraud forms that I completed, I attached copies of my timesheets to demonstrate that it was not possible for me to have been in Florida at the time the charges occurred.The charges total {$2200.00}. 

Over the past three months, I have contacted your call center at least twenty times in regards to this matter to no avail. My transaction list shows the charges to all have occurred in Florida and as aforementioned, I even received an email inquiring about suspicious activity on my card. I did not receive notification that my card was closed until XX/XX/XXXX, but I do not understand why it was not closed when the fraudulent charges were initially suspected on XX/XX/XXXX or when I contacted your call center for the first time on XX/XX/XXXX to report fraudulent activity. 

On XX/XX/XXXX, I spoke with XXXX who reported that she would reopen my account ( but I had not received notification that my account was closed ) so that she could access the transactions for XX/XX/XXXX and send them to me for review. The transaction log that she sent me is attached to this packet of information. Prior to speaking with her, each representative reported that s/he was only able to send me a glimpse of the transactions and not a complete list for the month. 

On XX/XX/XXXX, I sent a letter to this office as well as an office in Utah. Because the letter was sent certified mail, I know that this GA office has received my letter but that the address in UT was listed as undeliverable. With that being said, this is my second letter to this office. 

On XX/XX/XXXX, I contacted your call center once again. XXXX answered my call. I asked to be transferred to the fraud department, so he verified my account and got me over to XXXX. XXXX listened to what I had to say and advised that my account had been permanently suspended due to a breach of member services agreement and that I should refer to an email that was sent or review Article 22D on www.bluebird.com/legal. I made XXXX aware of the fraudulent charges on my account and advised that despite the account being closed now, it was not closed when I initially began this dispute process. Ultimately, she informed me that she could not be of further assistance, so I requested to speak with a supervisor.XXXX  reluctantly told me that if I insisted to be transferred, she would comply. I then spoke with XXXX who reported to be one of the supervisors with account protection services. I re-explained my complaint to him, and he basically repeated what XXXX had just told me. He then added that I would need to send a letter to the Customer Care Compliance Team, which is the highest department. I asked him if there was a faster mode of communication such as a telephone number or email address, and he apologized and told me no. I summarized to him that I had been trying to dispute these charges since XXXX with members of his department but have not been able to receive much help. I then find out that the account is permanently suspended per Article 22D and that I must reach out to yet another department. He again apologized and advised me that I would have to reach out separately. I took down the mailing address to which this letter is addressed and asked if he was able to still make notations on my account. After he responded letting me know that he was, I politely asked him to notate that I would be filing a complaint with the XXXX XXXX XXXX, looking into how to lodge a complaint with the Attorney General, seeking legal counsel, and reaching out to the Board of Directors for Bluebird. I also advised him that I have written down the names and dates of every representative with your call center that I have spoken with. He politely placed me on a brief hold and returned to advise he had noted as I requested. 

On XX/XX/XXXX and XX/XX/XXXX my paperwork was declined, and I was notified that I would not be receiving my money back despite the fraudulent activity on my account. I have filed a police report with my local authorities in addition to contacting your office a substantial number of times. I have issued two letters to this office ( with this letter being the second ) and have contacted your company in any manner that I am made aware to do so, yet no one is willing to help me. The charges from XX/XX/XXXX in Florida are all fraudulent. I have never visited Florida and have never given anyone permission to use my card. With the increase in cards being cloned and used fraudulently, I am surprised and disappointed at how poorly your company is handling this manner. 

I am sending this letter to request that the charges totaling {$2200.00} incurred in XX/XX/XXXX in Florida be reversed or that I be issued a check as reimbursement for the fraudulent charges. If your office is unwilling to do so, I am willing to seek legal counsel and lodge complaints with the Attorney General and any governing body that I am made aware to contact. Because this issue has been ongoing for three months to no avail, I have also lodged complaints with the XXXX XXXX XXXX, Consumer Financial Protection Bureau, and sent a copy of this letter to your Board of Directors and American Express directly because I want them to know just how poorly this company is being run. 

In addition to this letter, I have listed below the names and dates of the representatives that I have spoken with.

1.Spoke with XXXX  on XX/XX/XXXX 2.Spoke with XXXX on XX/XX/XXXX 3.Spoke with XXXX on XX/XX/XXXX 4.Spoke with XXXX on XX/XX/XXXX 5.Spoke with XXXX  on XX/XX/XXXX 6.Spoke with XXXX  on XX/XX/XXXX 7.Spoke with XXXX  on XX/XX/XXXX 8.Spoke with XXXX on XX/XX/XXXX 9.Spoke with XXXX  on XX/XX/XXXX 10.Spoke with XXXX  on XX/XX/XXXX 11.Spoke with XXXX  on XX/XX/XXXX 12.Spoke with XXXX on XX/XX/XXXX 13.Spoke with XXXX on XX/XX/XXXX 14.Spoke with XXXX  on XX/XX/XXXX 15.Spoke with XXXX  on XX/XX/XXXX 16.Spoke with XXXX  on XX/XX/XXXX 17.Spoke with XXXX  on XX/XX/XXXX 18.Spoke with XXXX  on XX/XX/XXXX 19.Spoke with XXXX  onXX/XX/XXXX 20.Spoke with XXXX  on XX/XX/XXXX

Company response to consumer: Closed with non-monetary relief