Consumer complaint received 2017-06-22
Company: AMERICAN EXPRESS COMPANY
State: NC
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:
I am filing this complaint based upon the horrible experience I am having with American Express Serve card. On XX/XX/XXXX my card was compromised with an unauthorized money transfer. All of my account information was changed and money was sent to an unknown person. I contact Serve and filed a dispute and was assisted in changing all of my information. On XX/XX/XXXX I received a credit for the transfer and I thought all was well. On XX/XX/XXXX my account was compromised again this time for more money, I contacted them again and went through the entire process all over again. At this point in time I just want my money back so I can close this account, I will never use them again. I contacted them today to check on the status and was told that it will take 10 days. 10 days does not feed my kids or pay my bills. When I asked for a manager I was told they are all busy on the phone that they could call me back within 48 hours. This is not acceptable. Being an XXXX XXXX American Express obviously has issues with security. In order for someone to complete a money transfer it not only requires the 4 digit pin and security code from the physical card. I just need my refund so i can move on. <P/>Below you will see the email i sent them on XX/XX/XXXX regarding me being hacked with another of their products. <P/><P/>XX/XX/XXXX : I am contacting you regarding an ongoing issue regarding one of your products specifically BlueBird by American Express. I have been a cardholder for approximately 4 years and during this course of time I have had 4 instances of unauthorized charges. The most recent being this past week/weekend. I logged into my account and noticed that there were 4 charges that I DID NOT make or authorize for a total of {$190.00}. I contacted Bluebird to file a claim and inquire about withdrawing all of my money as I am fed up. I was told that I could not file a claim until the charges have cleared my account. On Monday two of the charges posted and I filed a claim and was waiting for the other charges to clear. Today I recieved an email that stated my claim had been denied and my account was being closed for violation of Bluebird Member Agreement Section 22d. I immediately contacted Bluebird yet again to inquire why I was denied and my account closed. I was told that American Express deemed the charges valid, denied my claim and that if I wanted to know more to write a letter. I assure you that with me living in North Carolina I HAVE NOT been to California nor have I authorized any charges and I am still in possession of my card. I asked for clarification on what 22d was and the offshore manager stated that I need to look it up. I need someone to address this matter and not dismiss my issue as trivial. I have filed a complaint with the Consumer Financial Protection Bureau hence the subject line of this email, I have also filed a complaint with the Attorney General in New York and North Carolina. I am also reaching out to local media outlets in my area in the hopes they can help this issue gain some traction and exposure. Again, I would greatly appreciate it if someone would contact me regarding this matter. I am attaching the emails I received as well as the only screen shot I have of my account since Bluebird has closed my account and I no longer have access.

Company response to consumer: Closed with monetary relief