Consumer complaint received 2022-03-23
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
I am following up regarding my case. Today, I am reaching out again, with hopes to resolve this fraudulent incident that happened to me with Bluebird American Express. On XX/XX/2021 to the American Express Executive Customer Care, after many filed appeals and miscommunication with American Express Bluebird. I reached out to dispute charges fraudulently made on my account, however AMEX allowed it to be committed on my account and have falsely said that I authorize those charges even though I did not, and have let AMEX know I have not. All these charges as well as location of these charges have been filed with my local police department, as well as a police report made and provided. 

My disputes were declined by the Bluebird American Express investigation with no clear explanation as of why, they say the charges are authorized but can't tell me who authorized them. I received an appeal of decline stating based upon the investigation there was no error occurs in the question of the transactions, however, I would like to contest that, as I XXXX XXXX, did not authorize any of these charges that AMEX claims to be no error. I opened this dispute for the fourth time as of XX/XX/2021, in hope to get the {$1100.00} that was taken out of my account. As well this I reached out to Executive Customer Care, I was told it would at that time be handled by the Consumer Financial Protection Bureau since I filed a report with them as well and it would be handle there via I as the account holder and American Express, and same as the decline letters, I was told again upon by Bluebird American Express. I received an " resolution by AMEX '' stating based upon the investigation there was no error occurs in the question of the transactions. 

* ( I have provided both in this email the police report, as well as the charges/document submitted to Bluebird American Express for charges made on my account ) * AMEX HAS LIED AND SAID I AUTHORIZE THESE CHARGES AND I DID NOT AUTHORIZE. 

In the beginning, I was *not aware *of any of these charges made on my card, I noticed these charges once they were already advanced. I got an alert to my email alerting me that these funds have been taken out of my account, due to a bill not going through. The money taken was my education refund from school. This money was not authorized to be taken out of my account by me or anyone else. * I did not give authorization of these charges, and there are errors of these transactions that were not authorized by me, the Bluebird card holder. * I work in XXXX, CA, however, both locations of these charges are not near me, as both are places I have never been to. At the time of these charges, I did have possession of my card, which was with me at the time in XXXX, CA, hours away from where the fraud was taking place. If the investigators go through my past transaction history, they could also see I *have never withdrawn or purchased anything from either location in all 7 years of my time being with Bluebird American Express XXXX 

*These are fraud charges, and are not known to card owner*, XXXX XXXX XXXX 

I reached out to Bluebird to request information for both disputes submitted on dates XX/XX/2021, XX/XX/2021, and XX/XX/2021, and Bluebird American Express did not respond or/and send me any of the requested documents regarding why they declined all my disputes. I am a college student who works an hourly wage, and I can not afford to lose my money, especially during a pandemic. I have done all the things via Bluebird American Express has asked, and I have gotten nothing back from the company to ensure this can be resolved. AMEX 's only response is that these charges are authorized, even though I have submitted many appeals showing what I am appealing for and telling them they can't be authorized, if I didn't authorize them as well as following the police report. I am reaching out in hopes to get some type of communication and support in a solution, to having my funds returned to me. 

If there are any questions or concerns you may all have, please feel free to reach out to me at any time. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation