Consumer complaint received 2022-07-01
Company: AMERICAN EXPRESS COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/2022, I set up a new payee on Serve Bill Pay service an initiated a bill payment for {$120.00}. During that process I was informed payment would be paid by check thar would arrive by XXXX/XXXX/3022. 

XXXX came and went and the check was not received by merchant. The same was true for XXXX - XXXX, so I contacted Serve again and I was told they couldn't do anything until XXXX. At this point the merchant requested alternate payment method, the so we paid merchant via XXXX XXXX and the funds were in their bank within minutes. 

On XXXX, the merchant received paper check from XXXX XXXX XXXX XXXX. They had already been paid so they returned the check to us via XXXX and we received check on XX/XX/2022. 

We endorsed check 'Not used for intended purpose. ', signed check and submitted it for XXXX XXXX with our bank, XXXX, and on XX/XX/2022. 

XX/XX/2022, We received notice that deposit was not accepted because our name was not the Payee. My name is on the check in the upper right corner where the account name would appear. 

XX/XX/2022 Contacted Serve and requested they cancel payment and return funds ( {$120.00} ) to my Serve account. This time I was told to wait another 7 days and then the could cancel payment and return funds to my account. 

XX/XX/2022 XXXX XXXX Customer Service and after being transferred several times the call was dropped and I still don't have the money on my account. 

XX/XX/2022 XXXX XXXX Customer Service and this time I was told the payment could not be voided or canceled as it was in their Dispute Department so he would cancel dispute and I should call again in two more days. 

XX/XX/2022 XXXX XXXX Customer Service and I was told that I could go online or in the Mobile App and cancel payment. I am tried both and neither had a cancel button. 

XX/XX/2022 XXXX XXXX Customer Service again. This time the agent wanted to send me back to XXXX Department which could take another 10 days. I requested to speak to a supervisor. They placed on hold and eventually told me someone would call me within XXXX minutes and the confirmed my contact number. 

XX/XX/2022 No calls from Serve and the {$120.00} has not been returned. I have call logs from XXXX and XXXX showing XXXX phone calls to Serve Customer Service for a total of XXXX Hrs and XXXX Min. and I still don't have my money. 

I don't know what's going on but American Express should know how to void a bill payment and return the funds to their legal owner and it should not take weeks and require XXXX phone calls. I have the check and could send it to them if need be. There is no reason they should be able to hold my funds in limbo without paying interest or late fees. 

Please help me to get this resolved. I don't know if I can deal with another call to Serve Customer Service. I hope that you can help prevent others from going through this nightmare. 

I have call logs and more details if necessary.

Company response to consumer: Closed with explanation