Consumer complaint received 2018-07-03
Company: AMERICAN EXPRESS COMPANY
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
Exhibit A - The {$150.00} purchase for XXXX 's merchandise was already completed on XX/XX/XXXX, yesterday XX/XX/XXXX Serve decided to deduct the same amount of money and place it on hold, utilizing my money twice for the same purchase. 

Exhibit B - Is the same issue as Exhibit A, tried to speak to SERVE twice, the first time they cut me off stating technical difficulties ( not the first time this has occurred ), called a second time was waiting for 28 minutes, was told by the rep this is due to a technical issue they are having and the money would be credited back possibly in 3 days, if not to call them at that time. This is also not the first time charges like this have been posted to my account and the excuse of a technically difficulty is always the excuse I'm being given, this is unacceptable. This is my money and I have bills to pay. 

Exhibit C - I tried to pull out money twice from an XXXX ATM in XXXX, NJ on Saturday, wanting to find out if there was an issue with my card I transferred money to my wife 's Serve card, she went to the same ATM and a receipt showing a " XXXX '' dollar withdrawal, but upon checking her SERVE account realized that SERVE is taking out the {$200.00}, she called immediately and they are stating it will possibly take 10 days or more to rectify. We live in the age of modern technology, nothing should take this long. 

Exhibit D - I sent a request to SERVE to send my landlord {$360.00} on XX/XX/XXXX to pay my water bill and reported the info to the landlord. The landlord did not receive the check until XX/XX/XXXX and the check was dated XX/XX/XXXX. 

I'm not sure what is going on here, but this is not the first time I've seen the comment on my card XXXX American Express, but these tactics and techniques are unacceptable, if Serve is not sure that something was deducted from my account and they are looking to ensure that it has been there has to be better methods of doing this without leaving with to close to {$500.00} of my money being in limbo. This is also an unacceptable banking process. There is absolutely no reason any process should take 72 hours to complete, unless American Express is using customers money for something else? I'm request a swift and immediate investigation into this process, I have bills to pay and don't have the luxury of just sitting around and waiting for my money. When I expressed my concern to the representative that I spoke with, all he could tell me is this is what they are being told to say to their clients. I'm not sure if this is American Express telling them to say that or the company they hired in the XXXX to assist customers but having worked for the Banking Industry and have seen first hand the amount of fraud that occurs when customer accounts are sent overseas, this needs to be brought to someone's attention immediately. Plus American Express having update issues or technical problems should not be the customers issues or responsibility and should be rectified immediately upon calling.

Company response to consumer: Closed with monetary relief