Consumer complaint received 2021-04-23
Company: AMERICAN EXPRESS COMPANY
State: GA
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:
* Systemic issues and policy issues for the CFPB! 

1. I have had an American Express prepaid debit card / Serve account for a couple years. Serve provides a checking acct. and routing number to receive direct deposits.

2. On XX/XX/2021 I received a direct deposit from XXXX  XXXX  in the amount of XXXX dollars. The funds are reflecting of a PPP loan for which I was approved by the U.S. Small Business Administration for XXXX XXXX XXXX ( sole proprietor ). 

3. On XX/XX/2021, I received an email from Serve stating that they had permanently suspended my account : # # # # Hi XXXX XXXX, During our recent review of your Serve Prepaid Debit Account, we identified Account activity that we believe violates the terms of the Consumer User Agreement. 

As a result of such activity, and pursuant to Section 15 ( d ) of the Consumer User Agreement, your Account and your Account privileges have been permanently suspended. 

If you have any questions or would like to inquire further, you may write to us at the following address : XXXX  Customer Care XXXX. XXXX XXXX XXXX, GA XXXX Thanks, The XXXX Team # # # # 4. They suspended my access to all online account services, including balance, statements, and transaction history. 

5. On XX/XX/2021, I immediately called XXXX Customer Service at XXXX XXXX XXXX XXXX and am routed to Acct. Protection Services. They say they can provide no more information, including the status of my funds and what would happen to the funds, and that I should send a letter to the XXXX XXXX if I have any questions. I ask for a supervisor. 

6. I speak with XXXX XXXX, XXXX, XXXX Acct. XXXX Services. 
He states the balance at the time of closure was {$15000.00}. He says a suspended acct. may be reinstated ( there is a chance ). This acct. is not closed, but is suspended, he said. 
Funds are still in the acct., but is suspended status, he said. He said that they are requesting an indemnity letter from XXXX XXXX that would state that I am the owner of the direct deposit / that I was supposed to these funds. He says the letter should be addressed to American Express, and emailed to XXXX ( payment investigations team for XXXX, a third party vendor for Amex ). 

7. On XX/XX/2021, I call and email XXXX XXXX at XXXX, who originally processed my XXXX loan application with the XXXX. They referred me to XXXX XXXX  for the letter. 

8. On XX/XX/2021, I call XXXXXXXX XXXX and request the letter from a representative, who says that I will receive an email or call from a supervisor within two to three business days. 

XXXX. On XX/XX/2021, I call XXXX XXXX to check on the status of my request, and I am referred to the Corporate Office at ( XXXX ) XXXX. 

10. On XX/XX/2021, I speak with XXXX XXXX, who asks me to email him a copy of the email I received from Amex, along with information about where to send the letter. 

11. On XX/XX/2021, XXXX XXXX forwards my request to XXXX XXXX, and asks me to be in touch with her. 

12. On XX/XX/2021, XXXX XXXX tells XXXX XXXX that she is conferring with a supervisor regarding the request. 

13. On XX/XX/2021, I email XXXX XXXX directly to follow up on my request. 

14. On XX/XX/2021, I learn that two refunds are being sent from a merchant to the prepaid debit card ending in XXXX, which is connected to the suspended account. The refunds are in the amounts of {$510.00} and {$620.00}. 

15. On XX/XX/2021, I call Amex / Serve to find out about the refunds, whether they were processed or will returned to the merchant. I spoke with " XXXX '' in Acct. Protection, and asked for supervisor. XXXX, Supervisor, said " We do not have information regarding whether receiving credit. '' He said he had no access to the current balance or transaction history and that I would have to send a letter to the P.O. Box to access my transaction history. I stated I would be filing a CFPB Complaint. He said, Thats pretty unrelenting on your part. '' and then, all of a sudden, pretended could not hear and then disconnected call. 

16. On XX/XX/2021, I call back and speak with " XXXX '' in Acct. Protection, and asked for supervisor. Spoke with XXXX, id XXXX, XXXX, who said that once the letter was received, that the remaining funds would be sent back to XXXXXXXX XXXX, who would then need to get the funds to me another way. 

17. On XX/XX/2021, I sent a follow-up email to XXXX at XXXX XXXX, copying XXXX, clarifying that the funds would be returned to Customers Bank, and asking if I could open a checking acct. for the Sole Proprietorship with XXXXXXXX XXXX 

18. To date I have not heard back from XXXX regarding the letter.

Company response to consumer: Closed with explanation