Consumer complaint received 2018-09-28
Company: AMERICAN EXPRESS COMPANY
State: NC
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 am writing to you in great distress regarding the theft of my Financial Aid direct  deposit. Unfortunately, on XX/XX/2018, I discovered that my account had been emptied out by someone in Florida. My Financial Aid had been stolen in the following amounts : XX/XX/2018 XXXX- {$500.00} XX/XX/2018 XXXX- {$880.00} XX/XX/2018 XXXX- {$1000.00} XX/XX/2018 XXXX- {$500.00} I immediately contacted the Customer Service department to XXXXxplain that I had unauthorized charges.I was asked to authenticate my identity and I was then told that my telephone number and email account had been changed. I told the representative that I had not called in to change anything. Furthermore, I had not been in Florida or used the card. 

After many transfers, several representatives, and repeated accounts of me saying, " It was not me '' -I was told by another representative that it would take more than 45 days to come to a resolution. I was very perplexed because I know that any reputable bank would not only replace my stolen {$2900.00} as a provisional credit, but would also mail me out a new card within two business days ; while conducting an investigation. I accepted the answer and hung up.

I decided to call back because I needed the Declaration of Fraud notice to make a police report and contact my school. I was told I would receive it via email within two days. A few hours later, a Fraud representative from Bluebird American Express called to say that I would be contacted by someone, shortly. The representative explained to me that it was now considered an account takeover case. Well, no one contacted me but I did receive an email on XX/XX/2018 stating : Recently you inquired about your charge ( s ) from your American Express Prepaid Card in the total amount of {$2900.00}. Based upon our investigation we have determined that no error occurred and that transaction ( s ) in question was authorized. Therefore the transaction ( s ) is not eligible for credit to your Account. 

You have the right to review any documents we relied upon in making our determination. 

The email requested that I write to find out what evidence Bluebird gathered to make the denial. Not for me to appeal the decision. Although the following can be proven : * I was at the Hospital day and night in the ICU department by my grandmother 's side. Her doctor 's and nurses are willing to write me a statement. From XX/XX/2018 to XX/XX/2018. 

* My phone call log shows that there was no call from me to the Customer Service department on XX/XX/2018, the date my information was changed fraudulently. Not to mention, all calls are recorded and in the past I accessed/changed my account via the internet. 

* XXXX and XXXX have cameras, so it would be easy to determine that I was not the one using the information. 

* My spending history over the past four years with Bluebird compared to a day. 

* I called the non-Emergency number to file a police report.

Company response to consumer: Closed with monetary relief