Consumer complaint received 2020-04-02
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:
When I logged onto my card I noticed XXXX dollars was missing from my family account. So I started to look at transactions in my account feed. I noticed that it said I requested money from that account and sent it to a person using the name XXXX XXXX. So I'm scratching my head like huh, who is that. So of course I'm in panic mode so I call the bank associated with my card. I reported the problem, but they dont seem concerned enough for me. I as of yet have not gotten a response or a follow up about that disputed transaction. When I am able to get through I'm always told if it was fraud we will contact you. What!!! This wasn't a small amount of cash so I need to kno something. The bank associated with my card did the samething, when I had a complaint with XXXX about a refund. I literally had to deal with that on my own by contacting the XXXX XXXX XXXX XXXX. That company got to the bottom of it in One day, and contacted me the next day. I told them I had things to submit from emails, searches ect. Regarding my money being took off my card, I was told I would get a email about it. I reported it on XX/XX/2020 the very next day after my money was ciber stolen. Which was the XX/XX/2020. My email verifications are not stating the same as my card account. The email XXXX XXXX used I did a basic search on it. The email was XXXX it came back with a man named XXXX XXXX XXXX that lives in XXXX. And this same guy has multiple aliases and one of the emails this guy uses it that same email that took my money. So if it isn't him he probably getting his information used all over the internet. I did a sweep of my credit report and was informed by XXXX   that my email XXXX was found on 5 websites on the dark internet. I cant even get the proper protection because I cant access any funds although I try everyday just to make sure what i had left is still there. I've searched my card account high and low, my phone, I sweeped through all the emails I use. I've changed passwords to everything made a different email my priority. But the bank to this card is not letting me kno anything, I haven't filled out any paperwork or recieved anything. I couldn't even make a police report because I dont have any verification from American Express national bank that I reported suspected fraud. I even asked could a diagnostic of my account be gone over with me. About all my transactions since I had the card, I've never sent that person money not ever. Not only that! I've never sent that amount of money to anyone nor have I spent that amount on a bill. And my email that is used for that family account which is XXXX is not showing any email verifications that I sent that criminal XXXX XXXX money. Or even that I requested money. In my primary email associated with the card blue bird card that is only shows I sent the money but doesn't say I requested it first. But on my card it does say it. I made contact with spoof.response of there fraud division. Was striving to send proof of what I was saying and what I found out about that email that person used. Spoof.responce disabled me being able to reply back, this is not right. I deserve to kno what actions they are taking to recover my money or refund my money due to fraud. Because my card holder does accommodate fraud incidents. I'm not gon na sit and be victimized, about money I didn't authorize to be sent to a person I dont even kno. I understand the process of investigating the situation to make sure this and that. But this is the 4th business day and I should have talked to someone in the fraud division by now to submit things that proved someone hacked my email XXXX and my debit card associated with it. Please can someone help me, Please .... I sent documents I have more from XXXX bluebird and on that XXXX XXXX person. I sent what I was allowed too. Thanks for your time.

Company response to consumer: Closed with monetary relief