Consumer complaint received 2020-07-17
Company: AMERICAN EXPRESS COMPANY
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
I have had my AMEX Serve Account for 5 years or more. I recently signed up for a free trial with an educational system during the pandemic called XXXX XXXX. I cancelled my service well before the trial was up because I have NEVER used the service and did not plan to. I reached out to the company when they charged my card {$69.00}. They told me that there was nothing that they could do to reverse the charges and that they would credit me in services. I let them know that this was not satisfactory since i did not utilize their service. I then reached out to Serve on XX/XX/XXXX to request a fraud investigation and credit on my account. I submitted the required complaint documents the same day. I called on XX/XX/20 to find out what was happening with the investigation and was told that they were still investigating the issue and that I should hear back the same day. Shortly after that, my account was suspended. I called to discover why this happened and they advised me to look at the Serve Member Agreement 15D which sates below : We, in our sole discretion, may limit your use of, suspend or terminate your privileges with respect to your Account ( including your Reserve ), Sub-Account, Card and/or Sub-Account Card with or without cause or notice, other than any notice required by Applicable Law, including in the event 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 violates the terms of this User Agreement. We will only close your Account if there are no funds remaining in your Account ( including your Reserve ) or Sub-Account, unless you specifically instruct us to close your Account or Sub-Account with funds remaining, in which case, any remaining funds will be escheated to the applicable state in accordance with Applicable Law. Closure of your Account will prohibit your access to the Service. 

If we decide to close or suspend use of your Account or Sub-Account ( which closure will result in termination of your privileges with respect to the associated Card and/or Sub-Account 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 Sub-Account ( and termination of your privileges with respect to the associated Card and/or Sub-Account Card ), you must immediately discontinue use of your Account and/or Sub-Account and associated Card and/or Sub-Account Card, as applicable. Our closure of your Account and/or Sub-Account ( and termination of your privileges with respect to the associated Card and/or Sub-Account Card ) will not affect your obligations under this Agreement. 

They state in the agreement that they will not suspend the account unless there is a XXXX balance, but there was a balance in the account when they cancelled it. They stated that they would mail me a check. I did not engage in any fraudulent activity and had been issued a new card. I find this unprofessional and unjust. Especially since there was not description of why this account was suspended.

Company response to consumer: Closed with monetary relief