Consumer complaint received 2020-05-12
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
XX/XX/XXXX charge of Bluebird.com-XXXX to XXXX  XXXX to XXXX  XX/XX/XXXX charge of bluebird.com XXXX to XXXX  card XXXX to XXXX  card XXXX to XXXX  card XXXX to XXXX  card XX/XX/XXXX XXXX XXXX Fraudulent charge notified on XX/XX/XXXX by phone call over 5 hrs long and separate calls of being transferred and and hung up on XX/XX/XXXX XXXX XXXX Fraudulent charge notified on XX/XX/XXXX by phone call over 5 hrs long and separate calls of being transferred and and hung up on XX/XX/XXXX been verified XXXX ... .. 
I called on XX/XX/XXXX for 4hrs no resolve I called Bluebird Amex on XX/XX/XXXX for 6hrs, being transferred to fraud after telling me that there was no proof of charges from bluebird to my XXXX, taking my money off the XXXX, however i have proof, it is screenshotted. 
Originally when i called at the end of XXXX i was trying to link the 2 accts, XXXX   and bluebird Amex, when i kept coming up with errors which is when i reached out. 
Today, i received a new bluebird card, via XXXX, no notice, no credits to my acct and i have been on the phone since XXXX this morning. 
Amex has no way to dispute charges online, no way to reach company via email to provide proof, and now, because their policy is to stop the charges, they send you a new card when you file fraudulent claims. 
So the old acct is locked, cant use it, and new card is semi activated however you can not use the system to reach fraud, nor do they give you the option of fraud department, They make you callXXXX, where they transfer you to XXXX   XXXX, or XXXX and they transfer you all over with no resolve. 
This morning at XXXX XXXX  XXXX, whom i finally got to speak to after an hour wait, told me that in fact they had the documentation, from previous representatives regarding the above mentioned charges, however the fraud department never researched the charges. I was then transferred to his supervisor XXXX, who was very rude and told me although they were aware of it, i had to speak to the Fraud Dept to wit i I was transferred and hung up on immediately I called back and spoke to XXXX XXXX, who couldnt verify my account because the card wasnt active and the other one was shut down for charges that were never disputed just reported thus why i received XXXX this morning at XXXX, I asked to speak to a supervisor because i had already been on the phone for 3 hours. 
I was then transferred to XXXX  escalation supervisor, whom i started talking with at XXXX and at her request i signed into my account on line and the call got disconnected at XXXX today. I called back 5 times from internet, from account servicing website, app, phone and i just kept gettting passed around. Nobody wanted to take accountability or provide resolve. 
I called back and spoke to a XXXX, who i asked for the fraud departments number and she gave me XXXX XXXX, which is a survey line for other companys. So it was a bogus number and she hung up Then i called a different Amex number that i had found online and asked for the fraud dept where XXXX transferred me to XXXX, who transferred me to XXXX who was supposed to be a supervisor, who wasnt, and XXXX reached out to XXXX and asked me for my phone number and i gave it to him and waited over another hour for XXXX  supervisor, who i was then disconnected from, never transferred to supervisor, then i called. Back again and spoke to XXXX ( Fraud ) from XXXX XXXX, who also asked for my phone number, and promised to call back if we got disconnected and then he transferred me supposedly to his supervisor, /manager XXXX , who in fact was not his manager but worked in customer service and he couldnt help me which i had been on the phone on hold for the last 90 min while he tries to get bluebird on the phone otherwise he will have to send an email to bluebird, which no one else can and told me that i might get a response by the end of the week, but no answers resolving the fraudulent money taken out of 2 accts by Bluebird Amex XXXX and that is a prepaid card that i have had an acct with for 7 years and this is the first time i have ever been treated like this from American Express . And if this is how they are treating people who are prepaying their cards and abusing their money during a pandemic, what does it say about this company. I literally just got off the phone at XXXX, and am to believe that XXXX is going to call me back in an hour? They knew to shut off my other card, and they knew to send me a new card by XXXX XXXX, bc that is their policy when fraudulent charges are suspected but they never issued me the credits for XXXX and wasted 18hours of my time over the course of 3 weeks.

Company response to consumer: Closed with explanation