Consumer complaint received 2020-02-28
Company: AMERICAN EXPRESS COMPANY
State: IA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
To whom it may concern ; XX/XX/2020 Sunday at XXXX I received an email notification from Bluebird American Express stating that I received my federal tax refund. The following morning when I was going to check my account I was not able to logged in. Thinking I messed up my password I requested for a reset. When I opened my email as I browsed through it I saw that I received another email from Bluebird saying my account " due to the unusual/irregular activity I may experience limitations. '' With this being said I am unable to actually accessed my account. 
I then called the number they provided and tried to figure out why this happened to my account in which I dont remember I did something wrong to it. I explained to the CSR XXXX I was still using my card that Sunday afternoon. The CSR told me she will send an email or escalate my concern and issue to the back office since they are the one who an further investigate of what happened to my account. I've waited for 2 days and yesterday ( XX/XX/2020 ) I called back to follow up my issue according to the Male CSR he has not seen any notes from the back office about my account and that's when he said he will send them another email to follow up the status of my account issue. 

This morning ( XX/XX/2020 ) @ XXXX I recieved a email from Bluebird America Express saying that  my account is " Back on and the disruption to my account has been resolved. And they're sorry for the inconvenience it may caused me. '' No further explanation whatsoever except that. Annoyed by the useless reason I brushed it off and thankful that I'm finally able to use my card and this issue is over with. 

However, around XXXX something XXXX  I was at the store ready to pay my purchase my Bluebird American Express card got declined, thankfully I have a back debit card that I used to pay for my purchases. Concerned and worried when I got to my car checked my account I was not able to log in again. Realizing what was happening I knew right there that this might be happening again. I went and checked my email right there I saw I received another email from American Express around XXXX with the same reason my account has unusual/irregular activity and it is locked again. 

Frustrated of this situation I called the company again! And according to the 4th CSR I spoke to since Sunday, she will AGAIN escalate my issue to the back office and I have to wait another 2 business days for this matter to be resolved. 

I am not disappointed and felt that been played with this company America Express Bluebird for doing this to me. I did not see anything that could have been the reason for me to go through this. I am in disbelief that I got locked down or been limited to use my own money and card. 

CFPB please help. I'm afraid that after 2nd time this will continue to happen over and over again. 

Thank you and have a great day.

Company response to consumer: Closed with non-monetary relief