Consumer complaint received 2019-10-27
Company: AMERICAN EXPRESS COMPANY
State: OR
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Problem with direct deposit

Complaint:
I am requesting help to retrieve my husbands payroll money American Express Bluebird is holding hostage. I opened a American Express Bluebird account in mid XXXX, 2019. I purchased the Bluebird card from XXXX. The prepaid card has more benefits to it if the account is set up and activated online. The account offers direct deposit, no fees ATM withdrawals, checking account checks, and no fees for cash reloads. I specifically set the account up for my husbands payroll as a direct deposit. I was able to use the America Express Bluebird mobile app to make his first deposit by check. I was able to upload his first payroll check and use immediately for use prior to his first direct deposit that would be deposited XX/XX/2019. The morning of XX/XX/2019, at XXXX, I received the first email from American Express Bluebird letting me know his XXXX DIR DEP funds of {$1300.00} are now available in my Bluebird account. Then, at XXXX I received a second email from American Express Bluebird advising me that activity on my account resulted in a member agreement violation? This violation is pursuant to a Section 22 ( D ) of the member agreement and my account has been permanently suspended? If I want to address the concern, I need to write a letter and forward the letter to a PO Box ? I of course called immediately the Account Services ( which is in the XXXX ) and out of the 18 calls I made, none of the agents were able to explain to what this Section 22 ( D ) member violation meant? In addition, I was finally transferred to the Fraud department and was told that Account Services was the only department that could release the account hold on the account. ( Long story short, I was never called, notified or given the opportunity to correct the mistake. I needed to add my husband has a FAMILY MEMBER ACCOUNT. ) The final agent in Account Services told me in order to release and GIVE ME BACK THE MONEY THAT RIGHTFULLY BELONGS TO ME or MY HUSBAND, a letter of indemnity needed to be faxed to them from the issuer of the direct deposit. On Monday, XX/XX/2019, My husband called his HR person from his company and explained the situation. His company sent a request American Express Bluebird requesting the funds to be returned. My husband also called XXXX   XXXX XXXX and spoke with the SVP, XXXX and explained the situation to her. She said the issuer of the DIR DEP could request the funds back and it should take 3 to 5 business days to retrieve the funds. As of today, XX/XX/2019, this funds have not been returned. 

Lastly, I have provided here, all the phone numbers and email address I have called and sent a request for the funds to be released and sent back. I have not received any phone calls or email responses to my inquires. Because my phone numbers are attached to the account, I get a automated recording from American Express Bluebird and the call disconnects. I no longer can reach an agent. 

Thank you for your time and help resolving this matter! 

Mrs. XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief