Consumer complaint received 2017-07-20
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
Dear CFPB,

I'm contacting you to file a complaint against the XXXX XXXX program card (you can spend the points you accumulate at certain stores like XXXX or XXXX,...) in where I lost ~$XXXX  worth in their point system on XX/XX/2017 due to identity fraud of someone posing to be me (it was obvious fraud because of differing geolocation from where I live) and spending all my XXXX points  in a shopping spree worth $XXXX ($XXXX at XXXX plus $XXXX at XXXX ).


What frustrates me is that XXXX XXXX does nothing about it despite contacting them over 20 times.

Every time I call/email their customer support (I have multiple case numbers recorded) to try to get my points back or at least something resolved, you can tell the customer support representative is going through a memorized script and I can never escalate to a supervisor because they are always "out". They then always proceed to end the call promising that they will call back which they never do- even when I asked them to be specific about the time and day. Every time I call, I always get a different CSR and my case is somehow still on square one despite it being over 5 months "pending".  Below is an example of an email where they give false escalation and time period to when they will contact you back which is never:



---------- Forwarded message ----------
From: 
Date: Sat, XX/XX/2017 at XX/XX/XXXX XXXX
Subject: Resolution for your missing points claim:XXXX 
Thank you for having contacted XXXX.

Regarding your XXXX points dispute, we are aware that you have spoken with us various times. We have escalated this to a higher level with the XXXX Special Team. Please allow us 5 to 7 more  business days to provide you with a final resolution.

We know these points are important to you and apologize for the delay. For your convenience, you can track your points and view your account summary online at XXXX or on your mobile app.

Sincerely,
The XXXX Service Team

-----------------------------------------------------------
XXXX: XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX
-------------------------------------------------------------------------------------------------------------



What makes this even worse is their system security is so poor that, even though I changed my PIN number and got a new XXXX card the next day the identity fraud happened (XX/XX/2017), I got hacked again on XX/XX/2017  saying I  used the XXXX  points I've started accumulating again [not the XXXX points (equivalence of $XXXX) that were lost the first time].

I'm writing to you because this is very frustrating to me in lost money ($XXXX), time (over 5 months), and identity (twice taken) and that XXXX XXXX card is not responding in any way to correct this. I honestly do not think I'm the only disgruntled customer at XXXX XXXX card and that there is something fishy going on with this "rewards program card".  See more horrific complaints on their XXXX page: XXXX

Here is XXXX Rewards website to give you context of what it is: XXXX 
I'd be more than grateful if CFPB could get to the bottom of this.

Sincerely,

Company response to consumer: Closed with non-monetary relief