Consumer complaint received 2022-03-01 00:00:00
Product: Credit card or prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Problem with direct deposit
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I am having a problem with my bluebird American express prepaid card account. I recently was approved for a targeted advance XXXX XXXX and it was deposited into my bluebird account the amount was $ XXXX after it was deposited I received a text message saying my funds were deposited successfully ( I will be submitting this text about being deposited successfully ) I received this text on XX/XX/2022. I then went to the bank and drew out {$600.00} cash from an atm machine, then I came back home and I tried to pay my insurance and it would not let me so I went on to my account online and my account was locked so I then called customer service at XXXX they told me that it had been locked because I violated some XXXX code in their member agreement and that they couldn't do anything and didn't have any more information on it that if I wanted my account unlocked or more information I would have to write to them that that was the only way of communicating with anyone that could help me. So, I wrote them a letter asking why my account was locked and suspended and asked them why they even accepted the deposit and added it to my account if this is what they were going to do why didn't they just refuse the deposit and send it back to the bank it came from so I could have had it deposited to another account why put it in my account and give me access and then lock it. ( I will submit a copy of the letter I sent to ) and now they won't even answer when I call them I call from another phone they answer but once I put in my info it hangs up, also I have no online access to anything no past transactions or anything it just says my account is locked I have had this account for like XXXX years now. I have waited like a week already for an answer from them pertaining to my letter I wrote them and still haven't received a response and I know that there are several other people that have experienced this same issue and don't know what to do. Why haven't they just closed my account and sent me the remaining funds that are on my account, I don't understand this? Also, I had my taxes going to this account as well and I don't know if they accepted them or have them or sent them back or anything because I have no access to anything to do with my account all I get is daily text messages saying what my account balance is ( I will submit this as well ) I want my account restored or my remaining funds sent to me or I am going to have to get a lawyer to get them I guess I really don't know what to do but they are causing me financial grief and with the pandemic, we all have enough of that already. My federal taxes was for {$3000.00} in case they have them still or deposited them. I really think they are trying to pull some kind of scam or something on people because people I have talked to say they are still waiting for a response or their money and that it has been months I don't get months to be waiting for my money I need it now I have debts that need to be paid rent that needs to be paid etc... If you can help me or guide me on what I need to do it would be appreciated very much.

Company response to consumer: Closed with explanation