Consumer complaint received 2020-02-06
Company: AMERICAN EXPRESS COMPANY
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Problem with a check written from your prepaid card account

Complaint:
1. On XX/XX/2020, I scheduled a bill pay through American Express Serve website, in the amount of XXXX dollars, to " XXXX XXXX XXXX '' ( XXXX XXXX XXXX XXXX ), at XXXX. XXXX XXXX, XXXX, Florida XXXX. 

2. I included my account number in the memo section of the online bill pay check form. 

3. On XX/XX/2020, the Amex website shows that as of that date, the check was " CLEARED. '' ( See attached Exhibit A - screenshot ). 

4. Upon information and belief, the Amex website systematically deceives customers by reporting after a certain number of days that a check has cleared, whether, in fact, it has cleared or not. 

5. On XX/XX/2020, XXXX mailed me a letter stating that they received my payment on XX/XX/XXXX, but " we are unable to process the payment for the reason below : ... We are returning your payment because we are having difficulty identifying the correct account to credit. '' 6. They attached the actual check that Amex wrote to XXXX on my behalf. 

7. The check, which is now in my possession, includes no account number. It actually says, " For Credit to Account # XXXX '' 8. Therefore, Amex failed to include the memo information that I included in the online bill pay check form. 

9. Upon information and belief, Amex systematically fails to include information entered by customers into the memo section of the bill pay check ; and systematically misleads customers into thinking that this information is being included. 

10. The transaction ID for this check, according to Serve website, is " Transaction ID : XXXX. '' 11. The check number, according to Serve website, is " Check Number : XXXX. '' This check number is also printed on the check. 

12. There is no way the check was cleared, when, in fact, the check is now in my possession, with no markings showing it was cleared. 

13. On today, I called Amex customer service and asked to be transferred to the disputes dept. I spoke with XXXX, who refused to transfer me to the disputes department. I asked for XXXX 's supervisor. 

14. XXXX and her supervisor, XXXX, id # XXXX, insist I provide them with information about my dispute. I refuse to do so because I know it is a waste of time and the disputes dept. will request the information all over again. 

15. XXXX transfers me to XXXX, ID XXXX, in the disputes dept. 

16. I ask XXXX for supervisor. She transfers me to XXXX, supervisor, disputes dept., XXXX. 

17. XXXX admits that, despite me being forced to provide information to previous representatives, that she none of that information was forwarded to her. 

18. XXXX states that she has access to no information about the check, except the date on which it was requested, the payee name, and the amount. 

19. I request a stop payment on the check. XXXX requests the stop payment, dispute ref # XXXX. 

20. I just received notification by email confirming the dispute. " We received your dispute for the transaction below and are currently investigating it. Well send you another email within 10 business days with more information, including whether or not were able to credit you for the charge. '' 21. To date, my funds have not been received by the check 's intended recipient, nor have they been returned to my Amex account., 22. The Amex Serve mobile app provides additional information for this transaction. It states " Account ... XXXX. '' However, that is neither consistent with my Amex account #, nor my XXXX account #, nor any information appearing on the check. 

23. The mobile app also provides a transaction ID, XXXX, which is inconsistent with the transaction ID provided on the website ( see above ).

Company response to consumer: Closed with monetary relief