Consumer complaint received 2024-07-11 00:00:00
Product: Prepaid card — Student 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: CA

Complaint narrative:
On XX/XX/year> I notified Bluebird Customer Service that someone broke out my friends car window and stole my purse and my cell phone. I told the customer service representative that I needed to report my card stolen and I would like to hear my last transactions that were made on my card. I told them the last two transactions that were in the amount of {$200.00} each I didn't authorize. The last transaction I made was {$100.00} on XX/XX/year> and I would like them to cancel that card immediately and dispute those two transactions. I also wanted to make sure I filed the dispute correctly and did everything right on my end cause it was the last of my financial aid for that semester so I made sure to call them after submitting the dispute to make sure I did it correctly and if they received an they told me they had. I even asked if I should file a police report and they told me submitting the dispute was the only thing I needed to do. So on XX/XX/year> I received an email telling me my disputes for the total of {$400.00} was denied and if I would like to review the documentations they relied on to make the determination of the denial it was my right by law and to request them by writing them my postal mail which was at Bluebird Customer Care XXXX XXXX XXXX XXXX, GA XXXX. I called Bluebird once receiving this denial letter asking them if there was an email I could contact them by or a phone number. I was given an email that wasn't real or something cause after sending an email to the one they provided i received something saying sorry we were unable to send your message to XXXX. So after calling several times asking to speak with someone and make sure i had wrote down the email correctly I gave up on trying to get an email or phone number and typed up a response to there denial letter asking for Bluebird Customer care to send me the documentation for denying my disputes for transactions I didn't authorize. I sent that letter out at the end of XXXX or beginning of XXXX and have been waiting for a reply for months now. So finally I called Bluebird Customer Service back on XX/XX/year> asking what was going on but the lady told me all she could do was submit my disputes again. I told her basically that is having me start the whole processes over cause if they deny my disputes again I'm just getting the run around from these people this isn't business like at all any other bank would of settled this and this bank has been giving me the run around since XXXX. I don't feel like this company has done anything to help me with this issue. Why they denied my disputes I have no idea cause I am sure atm have cameras and they can clearly see it wasnt me who did these transactions and how they got my pin I have no idea i can only think that i had my XXXX  card pin on the back of that card and I use the same pin for everything but how is that my fault i didn't expect someone to smash my friends car window out and steal my purse and phone. I just want this company to do their job like any other bank would and what they are required by law to do.

Company response to consumer: Closed with explanation