Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Managing, opening, or closing account Ohio

We have used the American Express Serve card for quite sometime having our payroll direct deposited on this card. We recently noticed a recurring monthly transaction that we did not recognize. Upon further investigation, it was discovered that - the merchant for our cell phone purchase, deceptively had us agree to cell phone insurance through - that we specifically stated at the time of purchase that we did not want. The - told us merchants sneak the agreement in with the other required signatures during purchase - so they are even aware of the deception and would not refund the charges. Upon contacting our cell provider - - -, we were informed that the charges were not from their insurance provider, -, and we were advised to dispute the credit card charges with our card provider immediately. We filed a dispute with American Express Serve and when their investigation was complete, our card was immediately closed and we were no longer allowed access to our remaining funds of $100.00 on our prepaid card. We were told we violated a service agreement ( which was the section stating


funds would be immediately returned via check once all pending transactions cleared which would take -48 hours. Three weeks later, we still have not received our funds. I called American Express Serve customer service and was on hold for over 20 minutes. Once I finally reached a representative, I was told the check was " reissued yesterday '' and it would be another -14 days minimum before I would receive it. The rep could not tell me why the first check was never sent, nor could they tell my why it had to be reissued. Right now we are looking at waiting a total of 5 weeks for our funds to be returned all because American Express closed our account for disputing fraudulent and deceptive transactions. Since we utilized this AME- card for our payroll deposits, this caused an immediate hardship for our family. We had no additional funds for gas or groceries until our next payroll - which we were left scrambling to receive since it was set up for direct deposit with AME- Serve.