Consumer complaint received 2023-05-29
Company: AMERICAN EXPRESS COMPANY
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
On XXXX XXXX I filed my taxes and was asked if I wanted a Serve Prepaid Card for my taxes to be put on and I said yes. I had to verify with Serve whom I was before they could send me a card with my funds loaded on the card. I called and verified whom I was in XXXX and the card was sent to me. I had used my card for many months paying bills, shopping needs etc. Until XX/XX/2023 of my last purchase for clothing from a store. The XXXX Prepaid company Locked my card and said I was under investigation and could not tell me why but I had to send in documents proving whom I was. On XX/XX/2023 I sent by email XXXX verifiable documents to their investigative team and waited for the duration I was told which was XXXX days to verify the documents and I would receive confirmation back by email address to me that they have on file. I waited and have received nothing. I called every day since XX/XX/2023 asking them for updates and they said no updates had been given. I would just have to wait it out. I spoke to over XXXX csr people and over XXXX Supervisors during this entire duration that had no information they could give me but wait. I was hung up on several times by them all and had to call directly back each time wanting an updated reason. The amount of funds in question is {$1600.00} and random change. Today is XXXX XXXX and my card is still locked and under investigation as they claim with no further updates or information they can give me as to why my account is still being investigated or locked. I have done everything they asked and have called them everyday for three weeks waiting for something to change. All calls are recorded in their company which will verify all the times I have called and asked what is going on with my account. I have been told by several account supervisors they have no control or way to contact the back offices over my information and I also was told they would have someone from the back offices contact me by phone or by email with updates within 24 hours. No one has contacted me either way and I have been told this over 5 times now. I called Legal Aide Society of XXXX XXXX and explained all this to the intake office. I received a call back from them over the matter at hand and they are taking my case and finding me a lawyer to represent me to sue Serve for the amount in my account along with mental anguish, abuse mentally, emotionally, and many other charges. I also am pressing charges on the company for Theft of over XXXX. I called Serve again today and spoke to another supervisor as well as two CSR customer service reps and still today I am being told the same thing. I am being investigated and once investigation is done they will release funding and I will get a email. I am tired of hearing the same things over and over again. I am no filing a formal complaint against this company and suing them. This is rediculous knowing I am on a breathing machine for emphazema and COPD and can't pay my bills to keep electricity on or put food in my home. I also have an XXXX yr old homeschooled. My children by faith and grace have came forward to help me keep my bills paid so I don't lose my home, electricity, food, or my car. I want this resolved but they refuse so now I am suing them. Thank You .... XXXX XXXX

Company response to consumer: Closed with non-monetary relief