Consumer complaint received 2017-05-05
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: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX, I loaded {$200.00} onto my American Express Serve Prepaid Card to pay for some work done at my apartment. About 5 minutes after loading the funds, I received an email from AMEX stating that my card had been debited in the amount of {$200.00}. I did not authorize this transfer. I then tried to sign into the app on my XXXX, and was met with an invalid password message. I had not changed my password. Concerned, I called the number on the back of the card, and when the CSR asked for my security password, someone had changed that as well. I went through the process of changing my login password, security password, and PIN. I was then told I had to wait 7-10 business days for my money. I did not have 7-10 business days to wait, I had put that money on the card for the purpose of paying a worker at my house that day. Due to my not having the funds available, I was XXXX by the worker because I could not pay him. XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My account was credited the {$200.00} on XX/XX/XXXX, 8 days too late to escape this injury. On XX/XX/XXXXat XXXX, I received another email from AMEX stating that I had just changed my password, and if I had not to call the number on the back of the card. I had not, so I dialed the number. While on the phone with AMEX being transferred around and left on hold 5 minutes at a time, I received these emails : XXXX confirming that my email had been changed,, XXXX confirming that my username had been changed. This particular email started a 20 minute lecture from the AMEX CSR on how it was impossible to change one 's username. I said, if it is impossible, why am I getting an email saying it was done? During this lecture, instead of helping me, of perhaps blocking my account from further activity, I received three more emails at XXXX, XXXX, XXXX stating that I had changed my password again. I had not. About 90 minutes into the call, with numerous 4 and 6 minute holds, transfers back and forth, I finally could sign in to my account again. I was nonplussed to find out the {$85.00} in my account had once again been stolen from me by someone. Not only that, but the thief had set up a {$1600.00} transfer to come out of my connected bank account, to the prepaid card, so he could then steal that too. I was understandably livid. When I demanded they stop the transfer, I was told to " speak to my bank about that ''. And then the associate hung up on me, and did not call me back. Today, XX/XX/XXXX, I find myself at a loss for words. Once again I have spent an hour of my day talking to people who have NO idea how to handle a fraudulent situation. I was treated like a criminal from each and every associate that works there. And once again, they refused to provisionally credit my {$85.00} to my account, and that I will have to wait another 7-10 days for that to happen. So I guess I will not eat today. And my money earmarked for my move this month? AMEX would rather let a thief drain my bank account than assist one of its customers. AMEX discriminates against its prepaid customers by not providing adequate services to assist in fraudulent activity. AMEX knowingly has compromised systems that provide thieves with access to my password and security question, and try to place the blame on me. The only place the security question is stored is on AMEX 's servers ; therefore, their system must be compromised because mine has been stolen. Twice. And yet they refuse to help or acknowledge the problem.

Company response to consumer: Closed with monetary relief