Consumer complaint received 2020-04-29
Company: AMERICAN EXPRESS COMPANY
State: MI
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:
The Company AMEX serve, which is a loadable credit card provider, of which I have had since XXXX offer " XXXX '' Serve promotion by XXXX XXXX  on XXXX that offered way to earn extra XXXX cash in online game back in XXXX. XXXX would plant something called a Serve XXXX XXXX to see a sign-up promotion for the card, linked to a Serve account. You could then load the card for free with transfers from your bank account. I had done so for the numerous years. On XX/XX/XXXX I loaded from XXXX XXXX two payments of {$75.00} ACH debit, to the online login account I also set up and additional secondary account for which Serve would send a new card, and additional ; l payment from XXXX account ending XXXX for {$30.00} which went to Amex XXXX by ACH debit. XXXX dated letter they would be closing account, not received until after its dated letter head XX/XX/XXXX, was closed due to an XXXX Purchase via XXXX which the bnk feared was compromised. The sudden closure resulted in several consequences of EFT transaction interrupted by XXXX actions. Though XXXX apologized in writing for having acted improperly in the account closing, the damage was done and resulted in many auto pay return fees for which payments were hitting the now closed XXXX acct. It is believed that one such instance was Amex Serve where indicated monthly transfer was scheduled and enrolled. I have no understanding as to the Exact reason for AMEX converting my funds and closing both cards and refusing to respond to letters after having spoken with an AMEX agent instructing me to write the company, as he refused to tell me anything but referred me to an online site to read what they claim, to have we noticed activity that was in violation of the Serve Member Agreement, section : 15 D. The information there was vague and ambiguous and offered no real answer which resulted in my letter that went unanswered. I received several emails, one stated the transfer from XXXX was unsuccessful, dated XX/XX/XXXX at XXXX. It is clear that XXXX XXXX action did appear to reverse the {$30.00} load, and left the two XXXX XXXX transactions of complaint having not received the funds loaded for an account AMEX Serve closed, and retain consumer funds. 
There is two complaints, on of XXXX XXXX for having not acted to get the funds back and the other Amex Serve larceny by Conversion of Consumer Funds without providing " Goods and Services '' paid for. 
I continue to this date to receive text messages from Serve indicating a balance of {$130.00}. Since I have no access to my login account online to review transaction for which AMEX Serve reflects balance less than the {$150.00} ( two {$75.00} deposits ), I have no way of knowing this is actual. Nonetheless, to assume the balance is factual, there still remains the issue of retaining consumer funds due the consumer of which were EFT obtained by AMEX Title 12 Banks and Banking, Office of the Controller published, EFT funds transfer for loadable cards are not gift cards. There exist a duty owed consumer for errors of Pre-reauthorized eft transfers, there is owed a duty for consumer access to devices loaded by consumer funds, there exist a duty to notify the consumer of debiting accounts held and funded, and to communicate concerning accounts for which error, provisional closure or adverse action arises, so consumer can be informed accurately to challenge and dispute having full been informed as to why, how and for what reasoning. Amex Serve has acted capriciously to deny the funds owed consumer and belonging to consumer

Company response to consumer: Closed with monetary relief