Consumer complaint received 2021-05-07
Company: AMERICAN EXPRESS COMPANY
State: CA
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:
On the week of XX/XX/XXXX - XXXX I was in XXXX XXXX staying at the XXXX XXXX. On the morning of XX/XX/XXXX I had my VA XXXX pay direct deposited on to my Bluebird American Express card. ( I am a 100 % service connected XXXX veteran from the XXXX XXXX in the XXXX XXXX XXXX ). However, that morning I had won around {$8000.00} from slot machines ( I have W2s if you would like to see them ) so I was not paying close attention to my account. 

I had gone in to the bathroom at the XXXX and when washing my hands I had forgotten and left my phone sitting by the sink. By the time I realized it and went back to find it, it had been taken by someone. I would later find out that my account at Bluebird by American Express had not only been accessed, but the address changed, the phone number changed, as well as the password on the account. I thought it would be ok if I called and reported it in detail as I am supposed to be FDIC insured by them, however, to my surprise I was wrong and my VA XXXX was depleted by the maximum daily allowance of {$2500.00}. 

I called Bluebird to report it and it literally took me four times of calling and them just disconnecting me for me to call a fifth time and find out they were now closed and maybe to call back tomorrow. I did just that and for the fifth time explained what happened, that my information had all been changed, but then informed them that I didnt understand how it was possible that I still had my card but they were able to transfer money out. They thieves had attempted four different times to transfer money out of the account and the fifth time to my surprise, not only was allowed but in a way that isnt even allowed by the cards guidelines! I explained to them that I didnt understand how the only way to get money for yourself is to do a cash pickup by XXXX at XXXX. However, they managed to send money to themselves ( or I guess supposedly me ) the fifth time by not following guidelines and doing a cash pickup, but rather by sending money by spelling my name XXXX rather than XXXX and bypassing the system. 

When asking them which location it was picked up at? They could not tell me. When asking them if we could get video? The answer was no. When asking them if there was any way we could show any proof or anything I could personally do to help? The answer was no theres is nothing we can do and our security team will investigate it and let you know. I was given a code and when following up in two days the guy I was talking to said he didnt need the code and couldnt find any investigation. One day later I received an email stating we are sorry to inform you but after a thorough investigation we have found that there was no error with the charges disputed and no correction has been made. 

I made an attempt to right this wrong shortly after by filing a XXXX  complaint, however, they failed to respond to them In regard to the complaint, so this is my second attempt to find the resolution I am due. Should this attempt fall short as well they can be assured it will be followed by the Attorney General as well as any and all media outlets necessary should they continue to show no regard for their customers financial protection or their own protocol. 

This company made zero attempt to find a resolution or prove anything from what so was shown, they showed a specific lack of concern for my stolen XXXX money, and frankly seemed to care less what happened as if I was a burden to their schedule or wasting their time. I have a good 3+ year history with them and have never disputed any charges whatsoever and I am lucky that I won some money or I would be without my VA XXXX which I solely rely on to pay bills and survive each month. 

I would greatly appreciate any help you can give as this is not right or just in my opinion. All of the proper channels were taken and addressed by me as required by them per their institutions guidelines, and frankly their lack of concern and follow through is grossly disappointing at best. 

Thank you.

Company response to consumer: Closed with explanation