Consumer complaint received 2015-04-18
Company: AMERICAN EXPRESS COMPANY
State: NC
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
On XXXX/XXXX/15 I received an email from AMERICAN EXPRESS SERVE stating that my atm pin number had been changed, and if I did not request that change to call customer service immediately. I immediately called the number on the back of the card, and my balance was disclosed to me. I was missing {$600.00} from my account. A representative eventually came on the line, and I explained my situation. While on the phone, I logged into my AMERICAN EXPRESS SERVE account online. I was able to see that there had been a transaction in which {$600.00} had been transferred from my account to a " XXXX XXXX. '' I advised the rep that I did not know anyone named XXXX XXXX, I had not transferred or attempted to transfer ANY amount of money to ANYONE that day, and that I had not requested to change atm pin number. I was transferred to another rep that advised me that this was an international transfer, and assisted me into navigating the website to where I would be able to see that transfer ... I did not even have the option on my online account, and I advised her of that. I was told numerous times that I was " 100 % covered by AMERICAN EXPRESS, '' and that I would get my money back. I explained to these reps that my direct deposit went onto that card, I did not have a bank account, and that I had been saving money, because I was moving from XXXX XXXX to XXXX on XXXX/XXXX/15 and I needed the money back immediately. I was told I would have my funds back within 24-48 hours. I advised that I wanted to speak to a supervisor, and waited on hold from approximately XXXX EST until XXXX EST, at which point I ended the call. I can not even begin to speculate the amount of time I have spent on the phone attempting to discuss this matter, and find out when I would be getting my funds back. I would put a low end estimate of at least XXXX hours between speaking to reps, and waiting on hold for hours on end. On XXXX/XXXX/15 I received an email stating that I had violated section XXXX of their policies, and that as a result, my account had been closed. XXXX XXXX ( roughly ) states that they have the ability to close my account without cause, at any time. I immediately called account protection services, and was told that I would not be getting my {$600.00} back, and that my account was indeed closed. I was told I would be receiving a check for the remaining balance in my account. After more than a week, and numerous phone calls, I received my refund check in the amount of {$1300.00}, which I deposited into my XXXX XXXX bank account. On XXXX/XXXX/15 there was a stop payment placed on that check, which, in turn, caused my bank account to go insufficient. That action cost me a {$12.00} returned item fee. I immediately called ACCOUNT PROTECTION SERVICES, and was told that they did not know why payment was stopped, but I should be getting another check. Ten days later, I received another check in the amount of XXXX. The re issuance of this check, to correct the amount of my refund, without notice, actually COST me money. I NEED my {$600.00} back. I have kids, a family, bills. Losing almost a weeks pay has really affected my family. I have copied and pasted the following from XXXX unauthorized_transactions : " You will not be liable for unauthorized use that occurs after you notify us, orally or in writing, of the loss, theft, or possible unauthorized use. If you tell us within two ( 2 ) business days after you learn of the loss or theft of your Card, you can lose no more than fifty dollars ( {$50.00} ) if someone used your Account or Sub-Account without your permission. '' And " If you are a New York resident, your liability for unauthorized use of your Card or Sub-Account Card will not exceed {$50.00}. '' AMERICAN EXPRESS SERVE has cost me a total of {$610.00}, plus countless lost hours from work, spent on the phone with ACCOUNT PROTECTION SERVICES.

Company response to consumer: Closed with monetary relief