Consumer complaint received 2015-09-25
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Prepaid card
Sub-product: ID prepaid card
Issue: Unauthorized transactions/trans. issues

Complaint:
When I lost my Prepaid American Express debit card in the XXXX XXXX in XXXX, California, I called American Express to send me a new debit card and to dispute charges that I was not responsible for like {$9.00} and they would n't return that money back to me since I always dispute charges or cancel my prepaid debit card all because my wallet is torn and ripped and I do n't have money to buy a new wallet since I am living in a group home and I am not working and I only get paid social security once a month and I have to pay rent to the group home so I do n't get kicked out of my group home. They even closed my account and said I ca n't even have any business products with them again. 

When I filed a complaint the first time to XXXX and to Consumer Financial Protection Bureau they said that they could n't return the {$9.00} because they ca n't locate that charge. American Express is lying through there teeth and they are setting there selves up for failure and in a trap, because I kept the email and never deleted the email when they sent me on XXXX XXXX, 2015 that they wo n't reimburse me the {$9.00} that I disputed someone making fraudulent and doing identity theft under my name since they do n't think it is an error and they think I am responsible when they have no proof if I did the charge or if am lying that I lost my debit card to steal money from the bank or try to make a profit from the bank which am not, I just have a hard time keeping track of my cards, which next time I get my monthly social security allowance I will buy a new wallet. I mean American Express has very terrible customer service for closing my account and saying I could never use them as a customer again and I am assuming for even credit card and other products they offer. I mean I have lost my debit card in XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, and ect, more than 5 times about every week or recently and they always credit my money and sent me a new debit card. I know credit unions charge for new debit cards, if you loose it all the time, but not too much, but they never had a problem giving me credits and believing am not responsible for the charges and in fact XXXX even called me one time in my cell phone that some is doing charges in my account and they said if this is XXXX XXXX Charges press XXXX or not press XXXX because they did n't think I was responsible and even though it was happening they never closed it but assigned me a new debit card number or tried changing the account number and working with me so I wo n't have anymore identity theft in my account. I am very upset that American Express a very well known and big company is not protecting me from identity theft but is blaming for those charges and saying I could never have any products with them, if I was a rude person I would have embarrased them to the news media for how they have treated me like dirt. The only reason why I closed my bank account because I was being charged a monthly fee since I do n't make enough money because I do n't have a job and American Express was good but now I know they suck because they do n't want to pay me my {$9.00} and there saying that they ca n't find the charges when they sent me an email in XXXX XXXX that they wo n't credit me the money and there blaming me for the charges when they do n't have enough evidence to know if am telling the truth or not to know if I lost my debit card and I also say American Express XXXX because they do n't value me as a customer since they closed my account and say I can never be there customer.

Company response to consumer: Closed with explanation