Consumer complaint received 2019-04-13
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have two American Express Serve accounts via The American Express XXXX XXXX. I receive employer direct deposits into both accounts and have two separate debit/credit cards, one for each account. On XX/XX/2019 I called American Express Serve customer service as I had lost one of my cards. My account had {$730.00} in it when I lost the card. I reported my card missing and I was told I could pay a {$20.00} fee to have an expedited replacement card sent to me via XXXX arriving to me between four and five business days. I agreed to the fee and provided a mailing address. I did not have any funds in my other account and asked if I could transfer my funds from one account to the other while I waited for my replacement card as I did not have access to my money without a card. I was advised I could not transfer money to another Serve account that was in my name but I could transfer it to another Serve account registered to someone other than myself. On Friday XX/XX/XXXX, I still had not received my replacement card so I tracked my package via XXXX only to find out my package had been delivered to the wrong address and American Express Serve requested the package be returned to the shipper, them. I immediately called American Express Serve Customer service to find out what recourse I had as now I am on the eighth day of having no access to my money and running out of cash on hand. I was told that not only can I still not transfer my funds from one Serve account to another in my own name I had to now wait an additional 10 business days for a replacement card to the replacement card and I will be charged another {$20.00} if I wanted to have an expedited shipment via XXXX again. My daughter, XXXX XXXX has an American Express Serve account as she is away at college and I often transfer money to her from my Serve account. At this point, AmEx is telling me I will now have to wait at minimum until XX/XX/XXXX to have access to my money so I decide to transfer my funds to my daughter 's account and drive up to her  college in XXXX, PA so she can use her card at an ATM to give me my money. I think it is important to note I transfer money to her account at least twice a month with no issue. I was able to transfer {$570.00} into her account but she was suddenly unable to accept the transfer into her account. I call AmEx back to be told that I am not allowed to transfer from a permanent account into a temporary account even though historically I have transferred to her in the past and she has been able to accept. I request to speak to a manager and am advised there is a {$1500.00} transfer limit to temporary cards and I have already transferred {$1400.00} into her account. I was able to transfer {$65.00} into her account but suddenly her card stops working at the ATM. It has been one thing after another and now my available balance has gone from {$730.00} to {$620.00} and I have zero access to my money with no end in sight. I think it is also important to note there is a XXXX feature on this account where you can transfer the available balance, for a fee, through Money Gram but I am unable to even do that because I do not have the three digit code on the back of the replacement card that I never received and AmEx Serve is claiming to not know the number either. I have XXXX children, XXXX of which are still living at home and I can't even buy groceries because AmEx Serve is holding my money hostage at this point. Please help.

Company response to consumer: Closed with monetary relief