Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Adding money Texas

I have an American Express Serve card. On - -, 2016, I loaded $120.00 on my card at -. Before the load, I had a - cent balance on the card. After the load, the card balance was -. I contacted them to inquire why the load amount did not post. I was told they took their system down for upgrades, and they did not know when the load would post. Twenty-Four hours later, I called again to discuss the problem. I inquired why they would take their system down, but still accept cash loads. I also inquired again when the load would post, and was told they did not know. They took a cash load for the card, but did not post the balance on my card. They have not offered a refund or will not give a date if or when the funds will post.