Consumer complaint received 2021-10-06
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To whom it may concern My name is XXXX XXXX XXXX and i would like to file a complaint/claim against XXXX XXXX XXXX  i believe that my account was involved in some type of fraudulent or scam activity which took XXXX $ out of my bank account. I also think that XXXX XXXX is behind it and don't want to admit to their error. i had a prepaid bank card that was provided to me from them when i filed my taxes last year everything was fine up until XX/XX/XXXX of 2021 i woke up one morning and check my account and it said a total of XXXX was deducted from my account so the first thing i did was call the bank to see what happened because my card was not lost or stolen and i did not give my card or pin to anyone to use so i was not sure how something like this could have even happened. they advised me they would close out the old card and send me another card even tho i still had access to the card in question and asl they would submit a claim for the amount that was missing from my account. after the claim was put in they sent me an email saying after their investigation of the claim it was denied and said i had authorized the transactions which i did not. so i asked them to send me my billing statements and transactions which they did and it showed about 20 atm withdrawal from two separate locations one location was XXXX XXXX XXXX and the XXXX location where the multiple withdrawals took place was at XXXX XXXX XXXX both location were located in XXXX XXXX which i googled and found out that it was a XXXX XXXX  ATM located in a XXXX  Pharmacy. After i realized that there must be some type of mistake i filed a police report and also filed another claim with XXXX XXXX explaining to them that my card was not stolen nor lost and i did not use my card at any of those locations that were shown on my billing statements the bank advised me too write a letter to there cooperate office with more detailed information and to send in the police report in which i did. The bank sent me another email stating they were not only going to deny my claim again but they were going to cancel my account with them for filing to many claims. I need help resolving this because i feel i was robbed ive been out of work since covid and my unemployment checks and stimulus checks were all on that card we are now in XXXX and nothing has been done and i feel they are trying to cover up and error they may have made instead accepting fault. Any other bank would have notified me if 20 withdrawals were happing in one day but this bank did not do anything i had to find out the hard way and i have no idea what else i can do. Please if you can look into this because something is not right even if there is a way to check pull records from XXXX XXXX  atm transactions to show that my card was not used at the locations in question. i will submit all my information below please follow up with me and help

Company response to consumer: Closed with explanation