Consumer complaint received 2024-06-24 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
I have been trying for months to straighten out a Bill Pay issue with SERVE BY AMERICAN EXPRESS. A check which I issued through XXXX XXXX on XX/XX/year>, for {$1600.00} ( which I do every month to pay my landlord ) was returned to my landlord with word VOID on the check. 

My landlords didnt get the check until several months after I sent it out. They asked me to call SERVE to see if the check was ok to cash, and after I talked to one of the agents and explained the situation they assured me the check was fine to cash as it has a 6 month grace period. But when my landlord went to cash it it was returned to them with the words Void written all over it along with a statement from the bank indicating that they had to refer to maker which is Serve. 



I called American Express Serve company and spent hours on the phone with them. They opened up a claim in which a week later they emailed me saying the check was cashed and denied the claim. 

I called Serve again and made yet another claim. I reassured them it was not cashed and asked them if I could upload the voided check and Statement From the Bank indicating that it had been voided. They opened up another claim. They tell me they will send me an email within a few days where I can safely upload all the documents. About a month goes by and I dont hear from them. So I call them again and the customer service representative tells me he has no information on me opening up another claim. 

I am shocked at this point. I reexplain the whole situation and the representative assured me that he will take care of my situation. He then gives me this email fake email address at XXXX and tells me to upload my documents here. I hang up with him and proceed to upload the documents to this email only to have it returned to me saying this is a SPAM ACCOUNT! I call customer service at SERVE again, and this time they give me yet another false email secure.bluebird.com/file-upload. And to send my documents to XXXX XXXX XXXX XXXX XXXX XXXX, Utah XXXX. The email was another FRAUDULENT ACCOUNT and I sent my documents certified to Utah only for them not to be delivered because of an incorrect address. I also have all the documentation for that too including a call from my local postal office regarding the issue. 

They sent me in circles and gave me a fake email address to upload my documents to that actually sent back a SPAMMING email. 

I have filed several disputes with American Express Serve via their XXXX XXXX only to be outsourced to a calling center who doesn't understand the issue, they lie about investigating my case, give me fraudulent email addresses to upload documents, invalid numbers, and they still have not solved my problem. I have spent hours on the phone with them only to give me false information. 

They have had me running in circles for months. When I try to open a claim for this issue they deny my claim without letting me submit the Voided Check copies, and Letter from The Bank explaining that the check is to be refer to vendor The legal statement for serve indicates that the funds shall be returned if the check isnt cashed within 90 days, and that is a LIE! THEY HAVE YET TO RETURN MY MONEY OR ISSUE ANOTHER CHECK. This is fraudulent on behalf of AMERICAN EXPRESS SERVE. I have been a loyal customer for over 10 years, and they cant even reissue the void check. 

I have been trying to resolve this since XXXX and they keep giving me fraudulent information. All I want is the check to be reissued, so I can pay my rent. Now I am behind in rent because SERVE STOLE MY MONEY.

Company response to consumer: Closed with explanation