Consumer complaint received 2025-09-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: AMERICAN EXPRESS COMPANY
State: VA

Complaint narrative:
Hello, I filed my taxes through XXXX this year in XX/XX/XXXX. My refund in the amount of {$5400.00} was sent to an AMEX card known as Serve, offered by XXXX XXXX. The deposit was made on XX/XX/XXXX. On XX/XX/XXXX, my account was mysteriously locked, and I was told that I would need to wait for communication from the security team via email. Approximately 10 days later I received an email stating that they need me to verify my identity. After two months, and providing more than they requested, my account was finally unlocked on or around XX/XX/XXXX. I was able to log back into my account several times without issue. However, on XX/XX/XXXX I was again advised via email that my account was yet again locked. No money was ever moved from the account or even attempted to be moved. I did submit an address change in that time because I was moving in XXXX. I needed to order a replacement card as I never received the original from Serve through the mail. They were advised of this but stated they could not send a new card until the account was unlocked. Needless to say, I've never received a Serve card. My account has been locked since XX/XX/XXXX. I have called over twenty times with no resolution through customer service. All they say is I must wait for communication from the security team. I have not been able to access my money since it was deposited on XX/XX/XXXX. I had clearly previously provided all documents supporting my address, personal information and identity. Since locking my account, the second time on XX/XX/XXXX, I have had no communication from serve/amex through email or otherwise. I can not get information from customer service. They advise that they have no access and can not connect me to anyone else. I have been very direct and demanded supervisors, the security team management and more. They refuse to do anything to address this ongoing issue. Clearly, I need to have access to my tax refund. This is absolutely insane. Not a single XXXX has been used. I have attempted every way possible to escalate this concern, I have called every number listed online with absolutely no help and submitted emails. I need access to my money. It has been over XXXX months with my funds being restricted for no logical reason. They refuse to communicate. Clearly there is no intent to resolve my issue and return access to my funds. Customer service is absolutely useless. I have called Serve, AMEX and international as well in attempt to get someone on the phone that could help me. I don't know what else to do but this is clearly theft of my {$5400.00} which I have not had access to essentially since XX/XX/XXXX. I read online that this is not an uncommon practice for this company. Very unfortunate for people who actually need their money to support their families. I have provided all of my identity documents and more. As stated, I don't have the original card, and I can not log into the online account because they have it locked. I do know however that the last four on the account is XXXX. I also, can provide proof of the email correspondence where I submitted my identity and proof of residence etc. Please help me understand what is happening and get my funds returned as soon as possible. I don't know what else to do.

Company response to consumer: Closed with non-monetary relief