Consumer complaint received 2024-01-10 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: AMERICAN EXPRESS COMPANY
State: CO

Complaint narrative:
From : XXXX XXXX XXXX Date : Tuesday, XX/XX/XXXX at XXXX To : Gift Card Research XXXX Subject : Following up : What did XXXX XXXX and XXXX XXXX? Case # XXXX XXXX + XXXX Dear XXXX Dispute Resolution Team : Just checking to see if you were able to clear Case # XXXX XXXX + XXXX up before I contact the Consumer Financial Protection Bureau ( CFPB ). 

See below for our recent communications. 

Please let me know what you learned when you contacted XXXX and XXXX regarding this situation. 

Or simply send me a check for the {$5900.00} that went to these transactions. 

Thanks for your continued assistance. I will keep following up until we get this resolved and I get this money back. 

Wishing you the best in XXXX. 

XXXX XXXX XXXX | Director of Responsibility + Owner XXXX ( mobile ) | Schedule Something with Me From : XXXX XXXX XXXX Date : Wednesday, XX/XX/XXXX at XXXX To : Gift Card Research XXXX Subject : What did XXXX XXXX and XXXX say? Case # XXXX XXXX + XXXX Dear XXXX Dispute Resolution Team : An update on my side. 

I reached out to the Colorado Attorney Generals office the other day and they encouraged me to reach out to the Consumer Financial Protection Bureau ( CFPB ) to get this cleared up. 

Im guessing youre close to a resolution and wanted to hold off contacting the CFPB until I heard back from you. 

What did XXXX XXXX and XXXX say about the fraud? 

If you need a refresher on the cases see my earlier email below. 

Please get back to me by XX/XX/XXXX with an update. 

Thanks for your continued investigations into the situation. 

XXXX XXXX XXXX | Director of Responsibility + Owner XXXX ( mobile ) | Schedule Something with Me From : XXXX XXXX XXXX Date : Wednesday, XX/XX/XXXX at XXXX To : Gift Card Research XXXX Subject : Update please : Case # XXXX XXXX + XXXX Dear XXXX Dispute Resolution Team : Following up on my email from two weeks ago. 

Please let me know what you learned when you contacted XXXX XXXX and XXXX. 

XXXX XXXX XXXX | Director of Responsibility + Owner XXXX ( mobile ) | Schedule Something with Me From : XXXX XXXX XXXX Date : Thursday, XX/XX/XXXX at XXXX To : Gift Card Research XXXX Cc : XXXX XXXX XXXX Subject : Please respond : Follow-up regarding Case # XXXX XXXX + XXXX Dear XXXX Dispute Resolution Team : Your response below ( at Thursday, XX/XX/XXXX at XXXX PAC ) is not satisfactory as you aren't telling me anything about the research you did. 

Can you please let me know what you learned when you contacted the only two people who had our AMEX Gift Card numbers, other than me? 

To refresh your memory, the two people are : == CONTACT # XXXX == XXXX XXXX XXXX of XXXX XXXX XXXX ( XXXX ) XXXX I called XXXX ( cced on this email ) on XXXX to make a {$6000.00} donation using my two {$3000.00} AMEX gift cards. I provided him with both gift card numbers. XXXX tried to run both cards, but both were rejected. I then called AMEX gift card customer support to find out what was going on. 

== CONTACT # XXXX == XXXX from AMEX Gift Card Customer Support XXXX I called AMEX Gift Card Customer Support immediately after talking with XXXX XXXX and got a service rep named XXXX. This was at XXXX XXXX  ( XXXX ) on XXXX. I told XXXX of the situation and he took steps to rectify the situation. He confirmed that each card still had {$3000.00} on it at that time. XXXX told me to wait 24 hours for the cards to activate before contacting XXXX again. I waited until XXXX to call XXXX again. The cards once again did not work for XXXX, but this time it was because the vast majority of the funds were gone via transactions I did not make. 

So only two people were aware of our AMEX card numbers. The first is someone who has had access to other personal credit cards of ours for years and we've never had a similar issue. 

This makes me think that the security breach occurred during my conversation with XXXX either his phone was tapped or he shared the card numbers with someone else who made the transactions with XXXX XXXX XXXX ( {$1500.00} + {$1300.00} ), XXXX XXXX XXXX ( {$950.00} ), and XXXX XXXX XXXX  ( {$1000.00} and {$1000.00} ). 

Please let me know what you learned when you contacted XXXX and XXXX regarding this situation. 

Or simply send me a check for the {$5900.00} that went to these transactions. 

Thanks for your continued assistance. Call me with any questions at XXXX. 

Peace, XXXX XXXX XXXX XXXX XXXX XXXX | Director of Responsibility + Owner XXXX ( mobile ) | Schedule Something with Me From : Gift Card Research XXXX Date : Thursday, XX/XX/XXXX at XXXX To : XXXX XXXX XXXX Cc : Gift Card Research XXXX Subject : Dispute Case No XXXX Reference : Case Number XXXX Dear Cardholder, This letter is to inform you that we have completed our investigation regarding the dispute case referenced above. After a thorough review, we have determined the card information was provided by you to complete the transactions in question. 

In accordance with the 'Authorized Card Users ' section of your Cardholder Agreement, 'if you permit another person to have access to your Card or Card number, we will treat this as if you have authorized such use and you will be liable for all transactions and fees incurred by those persons. You are wholly responsible for the use of each Card according to the terms and conditions of this Agreement. ' As a result of our investigation, this dispute claim has been denied and the case has been closed. You are strongly encouraged to contact law enforcement if you wish to pursue this matter further. 

We place a great deal of importance on customer satisfaction and want to be sure our customers have a positive experience with our product. We regret the circumstances that led you to contact our office. If you choose to initiate an investigation through law enforcement, we pledge our ongoing support and hope that you are able to recover your losses. 

Sincerely, XXXX Dispute Resolution

Company response to consumer: Closed with monetary relief