Consumer complaint received 2020-04-21
Company: AMERICAN EXPRESS COMPANY
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
American Express Serve is horrible! First I was told that I was supposed to receive my card on XX/XX/2020 from my tax refund via XXXX XXXX. With this coronavirus madness going on I expected some difficulties but never at this magnitude. On the XXXX I tried calling them with no responses and the phones disconnecting every time I call. Called for about a week with no answer and them same disconnecting message. Never received my card so I requested a new one. On the XXXX I received a card but it was for a new account that I never requested. So I tried to see if they could just move funds from account to account which they should be able to do. I called all that day with no answer even calling AMEX themselves being told they have no control or cant do anything so they escalated it to Serve card management. After trying for hours to contact them with no success I stopped trying for the day. At about XXXX XXXX on XXXX I started calling with no answer. Finally about XXXX I finally got an answer, told the rep my problem, he said he was trying to help me and he hung up on me. At this point Im livid. Ive been calling for a week plus just to get hung up on. So I call again and its about another 30minutes to hour before I can get an answer again. I talked to a lady that literally was no help and had no information and basically just forced me into getting a replacement card. I have XXXX kids and we are running low on supplies due to the lack of work and the quarantine. So I need my money at the earliest convenience. She persistently asked me did I want the card expedited and it would be here in 3-4 days. I agreed and she said ok well its going to be there in just a few days I should get email with tracking and everything and quickly hung up. I then received an email that basically read that my card had been sent and it would be here in 7-10 days which is definitely not what was discussed or what I asked for. So I called again with the MAXIMUM of pisstivity towards these people. Took me another 45 minutes to get a hold of somebody. The rep confirmed that it had been set for standard shipping and I would have to wait at which point I flip out. Why do I have to keep waiting for something that I EARNED! They dont work for me to get paid nor are they going to take care of my kids with all this going on. The rep was nice so I called down and he asked if I wanted to speak to supervisor. I agreed. I waited about 15-20 minutes for the supervisor to get on call in which she started with telling me she didnt talk to the agent before me. So I gave her my info and told her my concerns and she became extremely nonchalant arguing with me about the 2 different accounts and why I have 2 accounts and all that and Im telling her that Im just trying to get my money as fast as possible. Nonchalantly she tells me that I have to wait 10 days before I can receive my card and basically they wont try to do anything to help me. She wouldnt cancel the order to try to get what I originally requested with it being expedited which upsets me even more because it was brought to MY attention and they messed it up. American Express Serve has a lot of XXXX  going on, horrible customer service, hard to contact and on top of that making their customers suffer with them and I am EXTREMELY disappointed, upset and unhappy.

Company response to consumer: Closed with explanation