Date Received: 2023-03-20
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX ) XXXX **** XXXX XX/XX/XXXX Bluebird by American Express Account XXXX XXXX Gentlemen I am extremely perturbed by your recent communication that my fraud claim was " Declined '' How you made this decision needs to be 1. Explained and 2. Reversed. Background. During a routine review of my account on XX/XX/XXXX I noticed a large number of fraudulent ATM transactions on my account. I telephoned you immediately and spoke to a representative who deliberately made it difficult for me to make my claim. I endured dealing with this person for 60 minutes and later e mailed a statement of fraud to you. I subsequently made a Police Report to my local police department in XXXX XXXX XXXX. Ref # XXXX. On XX/XX/XXXX I received a email that stated : Hi, XXXX, Recently you inquired about your charge ( XXXX ) from your Bluebird Prepaid Debit Account in the total amount of {$4300.00}. Based upon our investigation we have determined that no error occurred and that transaction ( XXXX ) in question was authorized. Therefore the transaction ( XXXX ) is not eligible for credit to your Account. You have the right to review any documents we relied upon in making our determination. You may request this information by writing to us at the following address : Bluebird Customer Care XXXX XXXX XXXX XXXX, XXXX XXXX Thanks, The Bluebird Team Discussion. It is simply incomprehensible how you reached this " determination. '' The transaction pattern is obviously fraudulent, it is obviously vastly dissimilar from my typical transaction patterns, and it should have triggered some sort of notice to me that it was occurring. Indeed, it looks like the daily transaction limit for the card was just being recklessly ignored by you. You are responsible for this. You failed to provided chip and pin security - easily available. You failed to identify the atypical transaction pattern - every other bank does this. You failed to notify me - every other bank does this. You failed to stop the ongoing fraud, as any competent bank would do. Therefore I demand : XXXX that you immediately reverse the " determination '' you made that " no error occurred '' XXXX that you immediately reinstate the funds stolen. XXXX that you take steps to better protect my funds in future and that you describe these steps to me. XXXX that you compensate me for my time and expenses incurred dealing with your failure. XXXX that you send me all documents relied upon in making this decision including any manuals, policies, internal memorandums, training materials, meeting notes, telephone records, recordings and transcripts, together with the full legal names and addresses of all persons, employed by you or by any other entity, who participated in your investigation and decision. I am attaching a new Declaration of Fraud related to the claim. I reserve all rights and remedies available to me under California and United States Law, common law, and equity in this matter should I determine that further enforcement action is necessary. I further demand an IMMEDIATE response addressed to me particularly addressing the precise and specific issues I raise here. This letter is the required demand for payment prior to filing a complaint. I will reject any pro forma or boilerplate response. I will treat any such response as non-responsive and take immediate legal action. Very truly yours XXXX XXXX Bluebird by American Express Account Number XXXX Date Transaction Value XX/XX/XXXX {$83.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$200.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} TOTAL {$4400.00}
Company Response:
State: CA
Zip: 92240
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: There was a false charge for {$100.00} on my American Express card from XXXX. I disputed the charge and the dispute was resolved in my favor ( see attachment 1 ). XXXX responded by simply re-charging the amount to my credit card, which is against the terms of their merchant agreement with American Express. I put this new amount into dispute. American Express responded by conducting a XXXX mouse fake enquiry, contrary to the requirements of the Fair Credit Billing Act 1974 and recharging my card the {$100.00} it had already found in my favor. This is wrong on a whole host of levels ... and exposes the American Express disputes investigation process for what it truly is - a great sham. 1. How can Amex resolve this second charge against me when they have already found this exact charge for me in an earlier dispute? 2. The Fair Credit Billing Act requires Amex to " conduct an investigation yourself and that you set forth the reasons why you believe my account was correctly shown ''. The Act also states : " In the case of a billing error where the obligor alleges that the creditors billing statement reflects goods not delivered to the obligor or his designee in accordance with the agreement made at the time of the transaction, a creditor may not construe such amount to be correctly shown unless he determines that such goods were actually delivered, mailed or otherwise sent to the obligor and provides the obligor with a statement of such determination. 3. Amex did NOT conduct a legitimate enquiry- they simply sent a computer generated, unsigned " receipt '' which provides no details of what the charge was supposedly for. Amex also did NOT satisfy itself that the goods or services were actually provided, contary to the requirements of the Act 4. In my dispute letter ( attached ) I pointed out these requirements. They were ignored, even though I had spelled out their responsibility in my dispute letter to them.
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: My credit card was compromised due an identity theft and i request for account to be removed. Account closed XX/XX/201XXXX 2017
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had a savings account with American Express with {$900.00} in there. They closed my account and refuse to return my funds. I have tried calling, I did their live verification. They are saying that the bank that I transferred from has to recall the funds. XXXX XXXX has tried that and they still refuse to send the funds. I even tried to dispute and they are fighting that as well. I know {$900.00} isn't a lot to many people, but as a single mother of XXXX, it is equivalent to a XXXX dollars for our family. I'm not sure what else to do at this point. They are just stealing my money
Company Response:
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XX/XX/XXXX - Applied for Amex Platinum Card with a XXXX point welcome offer ( subject to minimum spend requirements ) XXXX/XXXX/XXXX - Approved for Amex Platinum Card XX/XX/XXXX - Met minimum spend requirements, however only received XXXX points, XXXX/XXXX/XXXX - Called agent and was asked to submit proof of original offer to agent 's email XXXX/XXXX/XXXXXXXX - Followed up with agent via email ( having received no response ) XX/XX/XXXX - Called again and was told that it was being investigated, however have received no follow up Current status - Still have yet to receive any follow up, and still am missing XXXX points. Have called Amex several times since and have been told that the issue is still 'being investigated ', however this process has been going on for six months with no resolution
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Copied from FDIC Complaint, and FDIC redirected me to re-file complaint here : Does your request involve a specific financial institution? Yes *Financial Institution XXXX XXXX *Mailing City *Mailing Zip/Postal American Express National Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Number FI : Type of accounts United States XXXX XXXX XXXX UT XXXX Code Afternoon Additional Contact Information : Do you want us to communicate with another individual on your behalf, such as a family member, attorney, or other person representing you about this complaint? No If you list someone you authorize us to communicate with the listed individual and provide information to that individual as well. *Representative Last Name Relationship Home Phone *Mailing Street *Mailing City *Mailing Zip/Postal Code *Mailing Country First Name Email Business Phone *Mailing State/Province Mobile Phone Prepaid Card Have you tried to resolve your complaint with your financial institution or company? Yes *When? XX/XX/2023 *Resolve : How Phone Resolve : Contact Name Fraud Dept Resolve : Title Page XXXX - XXXX Have you filed a complaint or contacted another government agency? Yes *Gov Agency : Agency Name XXXX XXXX Complaint Information : I was denied a legitimate fraud claim 3x despite a police report, and they closed my account for violation of terms of service. 15 D, which basically says they can terminate my account at their own description, and therefore preventing me from getting my legitimate dispute resolved. TERM OF SERVICE IN XXXX my mother passed of XXXX. I was not paying attention to my finances as usual. After the funeral I noticed that I was missing {$1600.00} from my AMEX SERVE checking account, withdrawn via a number of ATM withdraws. I opened a fraud complaint. I opened a fraud complaint, with AMEX SERVE declines due to my pin number being used. I then filed a report with the XXXX XXXX police department and reopened the claim. It was again denied as my " pin number was used '' Police have no answer but suspect that my card was " cloned '' at an ATM. I have proof i was across the island at times money was being withdrawn, therefore i could not have been me. I again opened complaint # XXXX and included the police report, and it was again denied. Then my account was immediately closed preventing any further dispute. I was sited as being in violation of TC section 15d, please note below that meansthey closed my account " at will '' :. Suspension of Use ; Cancellation ; Closure. We, in our sole discretion, may limit your use of, suspend or terminate your privileges with respect to your Account ( including your Goals ), Subaccount, card and/or Subaccount card with or without cause or notice, other than any notice required by Applicable Law, including in the event ( i ) you do not add funds to or otherwise use your Account and/or card for extended periods, or there are no funds remaining in your Account ( including your Goals ) for extended periods, or ( ii ) we believe there has been a breach in security or there has been unauthorized activity involving your Account or you have engaged in activity that is fraudulent or inappropriate ( e.g., manufacture activity that is inconsistent with the intended use of the Account ) or that violates the terms of this User Agreement. Closure of your Account will prohibit your access to the Service. If we decide to close or suspend use of your Account or Subaccount ( which closure will result in termination of your privileges with respect to the associated card and/or Subaccount card, including the rejection of any Corporate Payments attempted to be made to the Account after closure or suspension, in the case of Users who are participants in Corporate Payments Programs ), we will send an email to the primary email address we have in our records for you. Upon closure of your Account and/or Subaccount ( and termination of your privileges with respect to the associated card and/or Subaccount card ), you must immediately discontinue use of your Account and/or Subaccount and associated card and/or Subaccount card, as applicable. Our closure of your Account and/or Subaccount ( and termination of your privileges with respect to the associated card and/or Subaccount card ) will not affect your obligations under this Agreement. Please be advised that the issues described in this complaint will be shared with the financial institution or company in question for their response.
Company Response:
State: NY
Zip: 11763
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XX/XX/XXXX -- Purchased two airline tickets at XXXX XXXX website. A pop-up offer of {$400.00} credit immediately available if I opened an American Express Credit Card on the spot. I immediately filled out the required information and was approved for the card. XX/XX/XXXX -- Date of first billing. No {$400.00} credit listed on the billing statement. I called immediately. After a long and difficult time on the phone, including being told it was a XXXX problem, calling XXXX who apologized but said it was definitely an American Express problem. I called back American Express ( again, not a simple process ), and was given an " investigating case number XXXX ( or perhaps XXXX ). I was told by different people that I should call back after XXXX weeks, but later told it takes 4-6 weeks. XX/XX/XXXX -- told by Customer service " case is still active ; call back in 1 week. '' XX/XX/XXXX -- told again it was a XXXX XXXX problem. Again called XXXX who again apologized for the trouble, but said it way an American Express problem. XXXX -- told by XXXX XXXX at American Express ) to wait 7-10 business days. XX/XX/XXXX -- talked to XXXX, a XXXX, with no resolution yet. XX/XX/XXXX -- Told by XXXX that it can take up to 90 days. XX/XX/XXXX -- first talked to XXXX, who asked be to hold while he investigated ; after some minutes, another person, XXXX, told me she was taking over, and again I was put on hold. She eventually told me the case was settled and that it was determined I was not offered {$400.00}! This is after, somewhere along the line, I sent a screen shot of the pop-up offer of {$400.00} that showed up again when I was looking at flights at the XXXX website XXXX The last person I spoke with said the decision that I was not offered {$400.00} was final, and there was no more recourse through American Express.
Company Response:
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, XXXX Account # XXXX has violated my rights 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 states that a consumer reporting agency can only furnish an account with my written instructions. 15 USC 1666B a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Amex Bank failed to make a timely transaction, and / or continued to process a transaction as late when bills was already paid, claiming that there was no override on their computer program. This resulted in being a decrease in my credit limits and being forced to reapply for credit. Amex also owes me XXXX for one transaction that was overpaid and never refunded. And XXXX for another payment that was paid when it was not owed. The negligence of Amex Bank cause me a XXXX point loss on my credit score and I downgraded a card because the annual fee was XXXX of the value of the entire card and not worth having anymore. This, after 19 years of banking with them has become the rationale to leave and have everyone that I know do the same. They damaged my credit because their checking and banking system do not communicate with the customer or internally with each other. If they dismiss this complaint without a resolution, there will be further consequences.
Company Response:
State: TX
Zip: 758XX
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XXXX of 2020 my wife flew home to the XXXX on a flight booked through the American express travel feature. Upon trying to return she wasn't allowed to board the flight. This was due to issues at the start of the pandemic. She was able to book a flight with another airline but when she returned home we tried to get a refund for the unused portion of the ticket and were giving the runaround. I called amex, XXXX, and XXXX XXXX to try and resolve the issue myself but the airlines told me amex owed me the refund and vises versa. I just want my money back
Company Response:
State: TX
Zip: 76544
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A