Consumer complaint received 2016-03-26
Company: AMERICAN EXPRESS COMPANY
State: FL
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
On XXXX XXXX XXXX my income tax was deposited to my Amex Blue Bird Card and that evening there was a charge of XXXX pending that was unauthorized by the merchant. I called customer service for Blue Bird who made a XXXX way recorded call to the merchant and on that call they agreed that they were not to use that account again ever again and happily agreed to refund the full amount back to my card on the recorded line with Amex rep on line with us. That never happened so I began a dispute with Amex Bluebird ad directed by their CS rep on XXXX/XXXX/XXXX and Amex assured me that they would dispute this for me because they had the recording from the call to the merchant. I was then contact about a week later in an encrypted email asking for any documents I had regarding this. I sent them an email from merchant cancelling any auto pay using this card and stating it would not be used for any future billing as directed by me on a phone conversation back in XXXX with the merchant when they had double charged me two months in a row. I uploaded all emails from the merchant and sent to Amex dispute team and finallly recieved an email on about XXXX XXXX saying they had received the docs and would sispute the case and that if it took more than 10 days I would receive provisional credit for my funds. I never did. they also isaid it could take up to XXXX to handle this but if so again I would receive a provisional credit which is also stated on the bluebird card wesite. I have made numerous calls to blueird cust service to find out the status of this dispute and every rep I get tells me they have no idea what is going on i have to tell the whole story over and over and then they tell me I canot talk to anyone in their dispute team only taht email whih i have sent many with no replies an further. On XXXX XXXX i received a payment reversal statement from the merchant saying they had reversed the entire amount back to my bluebird card on XXXX XXXX. I called the bluebird cs again because the money did not appear on my card in 3 days. They told me it is not pending oand they do not have it and to call in 10 dAys i DID THAT AND AGAIN NOONE KNOWS ANYTHING ABOUT THE CHARGEBACK i CALLED THE MERCHANT WHO TOLD ME THAT my bank has to know about the funds because they pulled the XXXX back as a charge back and i have also resolved the issue with the merchant on my own so they will not be even wanting that payment again. I have made numerous calls to bluebird cs and they no nothing and tell me that they canoot email the dispute team and i cant contact them either. I sent the copy of the payment reversal statement from the merchant and they never acknowledeged receipt of that i called again thry said the notes say they did receive it on XXXX. My money is still not back on my account and nobody at amex bluebird knows anything about the chargeback they keep telling me that in 45 days I will get my money if i win the dispute I am trying to tell the dispute team it has been won. I have also sent multiple emails using the special XXXX they want me to use asking about the missing money and noboey is anwering me at all now The merchant has escalated this to their finaance dpt who contacted me to tell me that yes the money was in fact charged back by my bank. XXXX rep at the bank said they would email the dispute team and have them contact me that never happened. It is now XXXX XXXX my funds were charged back by amex to my card and I still do not have my money on the account and noboey will tell me anything and no provisional credit. I need you to help me find this money. They have to have it and they will not put on my account I needmy oney now. and wil attache the documents i have to this complaint I need to speak with someone from Amex corporate and they need to put the money they charged back on my card immediatly.

Company response to consumer: Closed with monetary relief