Amex Prepaid Card Complaint

Amex Prepaid card department,

General purpose card Managing, opening, or closing account Georgia

I am writing to you today about a prepaid card service that closed my prepaid account, took my money and has held it for nearly 2 months. I have called them regularly but every time I ask about this issue I am given the run around. Below is my account of the situation and I hope you will help me resolve this matter. On - I used my Serve Prepaid cards to purchase airline tickets for myself and my family for an - trip. The trip was planned for -/-/- but we later decided that - would be a better destination and so we cancelled out tickets as they were refundable. Of all the tickets, my refund in the amount of $2500.00 did not process properly ( this was Airline 's error ) and had to be reprocessed in -/-/-. This time the refund was properly back to my Serve prepaid card but for some reason the Serve Prepaid system flagged the refund


to the Airline. When I called Serve, I explained that the originalrefund was in fact legitimate and originated from a transaction several months prior. I also explained that I had no issues with the refunds from other family member 's and this should not have happened to my account. The representative looked through my past statements dating back to -/-/- and found the original transaction pretty easily. She then referred the issue to another department for inquiry and resolution. I would be hearing back from them soon. As of today our accounts remained closed and the balances which were in them ( over $3000.00 ) has not been refunded. When I call to inquire about our funds or try to get access to account information, past statements and the like I am stonewalled and told none of this information is available. I have no online access to our transactions whatsoever. In addition to the $ - that Serve has confiscated, the Finance department of the airline has no record that the - refund was returned to them at all. They say they would easily see this if it was the case.