Consumer complaint received 2023-03-31
Company: AMERICAN EXPRESS COMPANY
State: NY
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:
On XX/XX/23 around XXXX am i loaded my card like I do most of the time cause I dont like to carry cash so I reloaded money onto my American Express serve account at the same place I always load at I use this same card for my direct deposit through my employer well around XXXX on XX/XX/23 I received a email stating my account has been temporarily locked so I call the number on the email to see why my account had been locked I havent used it out of the ordinary places I normally do so unpin me speaking with a representative who stated she was with account protection sevices after she asked for my card number name and Date of birth email address and last 3 digits of my socia to verify I was who I said I was she advised me my account had Been lock due to some kinda discrepancy I asked her well what is it she advised me if I needed further information I need to write a letter and that my account is currently under investigation and there are no further updates and that it could take up to 1-2 business days for the investigation to be completed but would not give me no further details on my account and to call Monday or Tuesday if I would like to check the status of the my account so I did just that Monday XXXXand Tuesday XX/XX/23 after calling multiple times getting hung up on asking about my account being locked cause this is the same account I use for my direct deposit from my employer they advise me that there was still no update and that the investigation is handled by the back office and they do not have a direct number and that the only response via email!!!!! Called again XX/XX/23 as well XX/XX/23 to were I spoke with a representative named XXXX but she sounded foreign with a heavy accent even during the verification process she asked me for my CVV 3 digit code on the back of my card now everyone know that for American Express the CVV code are on the front of the card and its 4 digits which I didnt disclose so after going back and forth over why is this information needed she hung up I called back again and asked for a refund for the balance in my account first she advised that I wouldnt be able because my account is locked and its still under investigation so after requesting t speak to a supervisor/manager they advised me that they would honor it so I said how if my account is locked why not just close the account or u couldve to issued me a new card so not even 20 mins later I get 3 emails 1 stating my address has been updated second email was about a transaction with my balance from my reserve account to my main account and the 3rd email was about them locking my account again I called multiple times inquiring about the transactions I was being emailed about no one knows anything they stated they will refund me my money in 7-20 business days Im like u mean 7-10 Ive never heard of that time frame so at this point Im already aggravated thinking the worst so I googled American Express serve reviews and was I in for a surprise looks like theyve been doing this for quite some time locking peoples accounts and magically there money disappeared please help me fight these crocks they took {$3800.00} from me and my kids

Company response to consumer: Closed with monetary relief