Consumer complaint received 2023-03-20
Company: AMERICAN EXPRESS COMPANY
State: CA
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:
XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX ) XXXX **** XXXX XX/XX/XXXX Bluebird by American Express Account XXXX XXXX Gentlemen I am extremely perturbed by your recent communication that my fraud claim was " Declined '' How you made this decision needs to be 1. Explained and 2. Reversed. 

Background. 

During a routine review of my account on XX/XX/XXXX I noticed a large number of fraudulent ATM transactions on my account. 
I telephoned you immediately and spoke to a representative who deliberately made it difficult for me to make my claim. I endured dealing with this person for 60 minutes and later e mailed a statement of fraud to you. 

I subsequently made a Police Report to my local police department in XXXX XXXX XXXX. 
Ref # XXXX. 

On XX/XX/XXXX I received a email that stated : Hi, XXXX, Recently you inquired about your charge ( XXXX ) from your Bluebird Prepaid Debit Account in the total amount of {$4300.00}. Based upon our investigation we have determined that no error occurred and that transaction ( XXXX ) in question was authorized. Therefore the transaction ( XXXX ) is not eligible for credit to your Account. 
You have the right to review any documents we relied upon in making our determination. 
You may request this information by writing to us at the following address : Bluebird Customer Care XXXX XXXX XXXX XXXX, XXXX  XXXX Thanks, The Bluebird Team Discussion. 

It is simply incomprehensible how you reached this " determination. '' The transaction pattern is obviously fraudulent, it is obviously vastly dissimilar from my typical transaction patterns, and it should have triggered some sort of notice to me that it was occurring. Indeed, it looks like the daily transaction limit for the card was just being recklessly ignored by you. 

You are responsible for this. You failed to provided chip and pin security - easily available. You failed to identify the atypical transaction pattern - every other bank does this. You failed to notify me - every other bank does this. You failed to stop the ongoing fraud, as any competent bank would do. 

Therefore I demand : XXXX that you immediately reverse the " determination '' you made that " no error occurred '' XXXX that you immediately reinstate the funds stolen. 
XXXX that you take steps to better protect my funds in future and that you describe these steps to me. 
XXXX that you compensate me for my time and expenses incurred dealing with your failure. 
XXXX that you send me all documents relied upon in making this decision including any manuals, policies, internal memorandums, training materials, meeting notes, telephone records, recordings and transcripts, together with the full legal names and addresses of all persons, employed by you or by any other entity, who participated in your investigation and decision. 

I am attaching a new Declaration of Fraud related to the claim.

I reserve all rights and remedies available to me under California and United States Law, common law, and equity in this matter should I determine that further enforcement action is necessary. 

I further demand an IMMEDIATE response addressed to me particularly addressing the precise and specific issues I raise here. 

This letter is the required demand for payment prior to filing a complaint. I will reject any pro forma or boilerplate response. I will treat any such response as non-responsive and take immediate legal action. 

Very truly yours XXXX XXXX Bluebird by American Express Account Number XXXX Date Transaction Value XX/XX/XXXX {$83.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} TOTAL {$4400.00}

Company response to consumer: Closed with explanation