Consumer complaint received 2018-04-03
Company: AMERICAN EXPRESS COMPANY
State: TN
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 XX/XX/XXXX, I paid {$310.00} at the XXXX XXXX  in XXXX, TN using my Bluebird American Express Prepaid Card that had a cash balance of over {$6000.00}. I checked my Bluebird account on XX/XX/XXXX and my balance was over {$5900.00} and it showed the transaction from the XXXX XXXX. OnXX/XX/XXXX at XXXX CST via email to my email at XXXX, I received notice that Bluebird American Express account was overdrawn and had a negative balance. I called Bluebird at XXXX XXXX CST on XX/XX/XXXX to inform them that my card had been hacked and over 60 fraudulent charges were showing on my account from XXXX XXXX in XXXX XXXX, Illinois to 22 fraudulent transactions to XXXX XXXX in North Carolina. I then asked for a summary of all fraudulent transactions so I could file a Police Report. Bluebird sent individual emails for about one-half of the disputed transactions. I also requested that my card be stopped and cancelled and asked that all pending transactions be stopped. I was told by BlueBird American Express that they could not stop pending transactions. I called Bluebird American Express 6 times on XX/XX/XXXX asking for all of these fraudulent transactions be disputed. Of my {$5900.00} balance in my prepaid account ( from direct deposits of my wages ), only {$660.00} of disputed charges were sent to me via individual email. At XXXX on XX/XX/XXXX, I went to the City of XXXX  Police Station ( XXXX XXXX  ) and spoke with Officer XXXX  to file a Police Report. I was told I need a transactional summary of all disputed fraudulent charges and paperwork from the financial institution. I called Bluebird American Express from the Police Station and they refused to provide this information or talk to Officer XXXX. I then called Bluebird American Express on Tuesday, XX/XX/XXXX at XXXX   CST to ask for a summary of all disputed fraudulent charges and was told to call the Fraud Department at XXXX. No one was available when Bluebird American Express transferred the call so I called again at XXXX CST on XX/XX/XXXX and spoke for 33 minutes repeatedly requesting a summary of all disputed transactions and any paperwork that I could complete detailing my dispute of all transactions made onXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and additional transactions that keep coming in of fraudulent activity that Bluebird American Express keeps processing though they have been told that it is fraudulent. The lady with whom I spoke refused to send me a summary though I told her it was required by the XXXX  Police Department to file a fraud claim. She also refused to send me any paperwork and said she would send individual emails. I have noticed over 65 fraudulent claims on my account and yet have only received 32 individual emails totaling just {$660.00} in fraud claims though my account has had over {$5900.00} withdrawn in fraudulent transactions. I am concerned that Bluebird American Express will not reimburse me for these fraudulent transactions and they have been unwilling to help me after calling them 7 times over the past two days. Any help you can provide would be appreciated. My number is XXXX. My address is : XXXX XXXX XXXX   XXXX XXXX XXXX, XXXX, TN 38018 and my email is XXXX Thanks

Company response to consumer: Closed with explanation