Consumer complaint received 2019-12-05
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
XX/XX/2019 - My Bluebird by American Express Account was hacked : Bluebird Card can be Picked up at XXXX Register Area and is a Prepaid Debit Card however transactions are Processed as Credit. Am Express entices people to get their Card as they Offer Get your Paycheck 2 Days early with Direct Deposit into the Card! 

On XX/XX/2019 A Cyber thief changed my primary email and security questions and immediately transferred out {$2300.00} to a Person Named " XXXX XXXX '' on the exact day my social security check went into account. " I believe that an ATM or Gas Pump I used the Card at was Compromised with a Skimmer as Thief had my PIN Number according to American Express Security Department, but that is just a Guess. 

On my Mobile App I was able to See the Email Address momentarily that Thief used, it was based out of XXXX thru a Company called XXXX & XXXX which I have never heard of? I learned about this as I attempted to Log into my Account to Check my Balance and was Shocked to Find out I was Locked out of the Account! 

Bank said 10 business days for the money can be Restored to my Account, after they Confirm Account was Fraudulently Compromised. Bluebird Security Department said they need 10 Business Days to confirm fraud, complete investigation and return my XXXX, if they Decide that it was a Fraudulent Transfer. 

First- Primary Email Address on Account was Changed.

Second- Security Questions/Answers were changed.

Third- Money Transfers out via Person to Person Transfer almost immediately.

I have submitted a Police Report to the Below Police Department. 
XXXX XXXX Police Department - Officer XXXX took the Report. 
XXXX Report Case Number # XXXX Update : I'm 5 Days into the 10 Business Days that American Express stated they Need to Complete the Investigation. I'm XXXX and on Social Security with 1 Deposit Monthly. Very Strict Budget. My XXXX  Company is working with Me and have offered NOT to shut off XXXX  and extend my past Due Bill out over the Next 4 Months. XXXX Company, NOT so Nice, They extended me a 7 day grace period prior to Disconnecting my service. Monday XX/XX/2019 that extension Ends and I will be subject to Disconnect. American Express 10 Business days are up on Thursday XXXX XXXX, 2019. SO I may be without XXXX for 3 days if this does Not get Resolved. I'm a Single Father, Fully XXXX with a XXXX and XXXX year old XXXX  that live with me. I'm hoping Bluebird Reinstates the Money ( {$2300.00} ) back into My Account prior to Monday the XXXX so My XXXX Remains on. IF it Gets disconnected, I will experience a {$50.00} Re-connection Fee as well as be Subject to Additional Security Deposit to Restore Service. 
I'm filing this Report, Because I am Extremely Concerned, I read other Bluebird Account holders whom have had Very Similar Transfers out of their Accounts and Bluebird Denied their Claim for one Reason or another. I have done everything American Express has asked me to do or Provide to them to Complete their Investigation. If my Claim is Denied, I want to Have a Head Start by Filing this Incident with the CFPB.

I will update my Report as soon as I hear back from My Bank with a Resolution.

Company response to consumer: Closed with monetary relief