American Express Serve Customer Service Issues

My American Express Serve account was unexpectedly locked on May 2, [redacted], causing my autopayments to bounce when I tried to log in. I reached out to an agent on May 3 who promised to unlock it. However, on May 4, after calling twice, I was informed it would take two business days for the account to be accessible with no explanation provided. The reason given was an internal account review. Despite being told it usually takes two business days, my account has remained locked through the 2nd and 3rd days. There have been no alerts, calls, texts, or emails regarding suspected fraud, leaving me feeling like my money is inaccessible.

My spouse and I were expecting our tax refund on a Serve card. According to the IRS, the payment was sent to the bank on March 8, [redacted]. We were anticipating to get the Serve card by mail. However, it has been over 2 months now, and we have not received the card. When I spoke with the IRS this morning, May 10, [redacted], they mentioned that they transferred our refund to American Express for TaxAct fees deduction, and the remaining amount should have been sent to us. The delay in receiving the card has been quite stressful. Hearing that the refund was already sent to the bank and should have been received added to our frustration. We are highly unsatisfied with this situation and urgently need to know when we can expect to receive the card and our tax refund. It is becoming unbearable to wait any longer without any clear explanation for the delay.

I am struggling to reach a live person on the phone. The automated system only allows me to check my account balance or report a lost or stolen card. After trying multiple times, the call gets disconnected. I loaded $[redacted] at Walgreens this morning, and it's been four hours, but the money has not shown up in my account yet. I have been attempting to contact customer service for four hours without success. I am frustrated because the funds were supposed to be available instantly. Even though I spoke to someone a few hours ago, they informed me that the transaction has not been processed. I have receipts from Walgreens totaling $[redacted]. I am concerned about this delay and feeling overwhelmed as this is a significant amount of money.

On May 1st, [redacted], American Express Serve locked me out of my account, and I am still unable to access it. The reason provided is an internal investigation. I am facing extreme challenges as a disabled individual as my social security payment is involved. Living without access to my funds has caused me severe distress and panic attacks. Despite my frequent calls throughout the month, I have not received any answers. My account receives a protected check from the government, which by law, should not be withheld from me.

My card was stolen, and unauthorized charges have been made on it. I have already reported this to the Fraud department. However, I am unable to access my account as the pin number has been changed. I urgently need to check my account activity as there are transactions captured on video cameras. Specifically, there is footage from a Jewelry store where a $[redacted] purchase was made, along with others. I have filed a police report and strongly suspect who the culprit might be, but I require the evidence from the video to ensure they are held accountable.

Good Afternoon, I am Angelica Zatarain. I have an American Express Serve card with the account number ending in [redacted] and routing number [redacted]89. On June 1st, [redacted], I had funds from retirement deposited into this account. Despite confirmation from Principal about the transfer (federal sequencing ID #[redacted]) to the correct account number, I mistakenly included an extra zero in my account information. I have been contacting Serve card customer service since June 1st, but have not received a resolution. Every time I call, I face difficulties and have not been able to speak with a helpful representative. Most recently, a manager named Lance from Serve customer service informed me that they couldn't assist me. This error has left me unable to repair my car, which was the purpose of withdrawing $3,[redacted] from my retirement funds. I feel frustrated and desperate for a solution. Please reach out to me for assistance. Thank you, Angelica Zatarain.

My account with Serve was suspended without my permission back on May 20th. Following this, my direct deposit for June 1st was retained. Despite contacting them numerous times, they claim to have no record of the deposit. However, the US government, who issued the payment, has reached out to Serve twice since June 1st and confirmed they received the funds. Serve's call center continues to deny having the deposit and won't lift the suspension on my account. I'm left with over $[redacted] being held by them while receiving conflicting information from their representatives. Some say my account can be restored while others say it cannot. As there are no physical branches available for assistance, I am at a loss on how to proceed.

I continue to receive Serve Statement emails in my inbox intended for someone with a similar last name. I have never had a Serve Account and do not want to receive these emails. The individual seems to have mistakenly used my email address and has not corrected it. Despite trying to reach out to Serve multiple times, I have not found someone who could assist with this issue. I have his name, the last four digits of his account, and my email address.

I recently visited CVS in Lexington, KY, and bought a Serve American Express prepaid card. Later, I purchased an item at Dunham's Sporting Goods in Richmond, KY, paying cash. When I returned the item due to it not working, they lacked sufficient cash for the refund, so they asked if they could load the refund onto a card. Agreeing, I used the Serve card I had purchased at CVS earlier that day. After waiting six days and contacting Serve, they informed me that the transaction would be processed on Friday. However, to my dismay, my card and account have been suspended. I am now unsure how to retrieve my funds, which is very concerning to me in terms of business practices.

Dear support team, I would like to waive the investigation and accept the disputed charges of $21.34, $48.03, $7.48, and $28.80. I appreciate your assistance in resolving this matter promptly. Thank you, Norma B. Email from Serve: Hi Norma, I acknowledge receipt of your dispute regarding the transactions listed. We will no longer investigate these charges and will provide an update within 10 business days regarding the resolution of these disputes. Regards, Serve Team

I received an email today informing me of my account's permanent suspension for violating a policy. I have used the account for 8 years without any policy breaches. Customer service did not provide specifics on the violation and suggested writing a letter for clarification. I have solely used this account for receiving my pay and managing expenses. I am unable to access my funds, and despite seeking help, I am facing refusal from the support team.

I no longer have an active Serve card. I owned one in [redacted] but terminated it when I opened an account at a local bank. Despite this, I receive occasional emails with a "monthly statement." I have been unable to reach a customer service representative over the phone, and my SSN is not recognized when I enter it. I do not possess the card number for the monthly statements they are still sending me after nearly 4 years. I have twice written about this issue to their Salt Lake City address via USPS, yet it seems my messages have gone unnoticed. I want to emphasize that I no longer have a Serve card account; it has been closed. Given that I have sent two letters through USPS and have been unsuccessful in reaching a customer service agent, I am requesting confirmation that there is no active Serve account under my name.

I was informed that a $[redacted] refund was sent to my American Express Serve account. However, after they canceled my Serve card due to the refund, I've been struggling to get my money back. Serve sent the refund to Dunham's Sports, who then advised me to contact American Express Serve for a new card with the refund. Despite providing a reference number ([redacted]7), the Serve representatives claim it's not possible for me to receive my money. If you need to reach me, please call me at [redacted].

I am currently experiencing challenges accessing my account and seeking a refund. Despite multiple attempts by non-English speaking customer service representatives, I remain unable to resolve the issue or comprehend the instructions given. I feel frustrated and unable to effectively communicate with the support staff. This recurring problem is testing my patience, leading to feelings of anger and helplessness. I wish to simply use my card as intended without facing these ongoing complications and delays.

I received a $[redacted] American Express gift card for my dedication to the New York State United Teachers union. To celebrate my 53rd wedding anniversary with my wife on 8/30/23, we dined at the Half Moon restaurant in Dobbs Ferry, New York [redacted]. To my surprise, the gift card was not accepted when I tried to pay for our meal, causing me significant embarrassment. Despite the restaurant accepting American Express credit cards, they do not accommodate American Express gift cards. This unexpected turn of events put a damper on our special anniversary celebration. The lack of any posted notice in the restaurant regarding the non-acceptance of gift cards further added to the disappointment. Fortunately, I had an alternative payment method to settle the $[redacted] bill. I urge the establishment to clarify their payment policy and ensure a similar incident does not happen to others in the future. Howard P. Kasen

I used my Serve card to prepay for gas at Walmart, but I see two charges - one cleared and the other on hold. Why was I charged twice when I clearly communicated what I was paying for inside the store? It's frustrating as now double the amount is deducted from my account. How long will it take for the extra charge to be refunded? This situation is unfair, especially when every dollar counts for survival!

I deposited over $[redacted] into different debit card accounts, but I can't find any record of transactions before the latest ones on my email. I have not approved the statements or closed the card(s). How can I retrieve all past transactions, approve the statements, and file disputes due to unsatisfactory service? Unauthorized use includes constructions sites, lodgings, restaurants, among others.

I am having trouble with the SERVE app when outside the US. In Europe, I keep getting a security pop-up that prevents me from accessing my account online or through American Express. This leaves me with only the option of checking my balance over the phone, which is frustrating. The messages about exceeding my account deposit compound the issue. When calling for explanations, I have found the responses unsatisfactory. Being asked to contact local WiFi providers adds to the complexity, especially in a foreign country. Verizon is costly abroad, so I rely on Viber for WiFi calls. I doubt I will receive a helpful response due to the lack of reliable customer service. I might have to wait until I return to the US to address these problems with SERVE. It's disappointing that a travel card from American Express is causing such difficulties. Thanks for allowing me to share my experience, even though I doubt it will lead to a resolution.