AMERICAN EXPRESS COMPANY

2018-10-16

Cleveland, OH

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2018-10-16

Columbia, MD

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-10-16

TX

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: My bi weekly direct deposit is not available and has been verified as sent and amex reviews to answer their phone. Also, first day of work as a single parent and left me stranded because i couldn't access MY money for fuel!
Company Response: Closed with explanation

Timely Response

2018-10-16

Brooklyn, NY

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: My school refund in the amount of {$1600.00} what is released to American Express Bluebird for direct deposit and should have posted to my account today XX/XX/2018, yet it has not posted, and when you try to call the bluebird customer service number on the back of the debit card there is no option to reach a representative, the only way to reach a customer service rep is to choose the option of reporting the card lost damaged or stolen, then after choosing that option it transfers you to a line that has a busy signal that hangs up on you completely disconnecting you from their line leaving customers unable to reach a representative.
Company Response: Closed with explanation

Timely Response

2018-10-16

Stkn, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: My payroll direct deposit is linked to my American Express Serve card. I receive a payroll deposit on the XXXX and XXXX of each month. When I checked my deposit on XX/XX/2018 my funds were not on my account. I phoned American Express Serve to see if the deposit was received. They informed me that there were no pending deposits on my account and to check with my employer. When I arrived to work I spoke to my principal and found out that in fact the deposit was sent and I have my paystub showing the direct deposit. At XXXX XXXX I received an email from American Express stating my direct deposit had been interrupted and they were trying to fix the problem. It is now XX/XX/2018 and I still do not have my deposit on my account and it is XXXX XXXX. They will not tell me where or when my funds will be deposited.
Company Response: Closed with explanation

Timely Response

2018-10-16

Scottsdale, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: They won't release our funds and since the XXXX of XXXX the have said that they are aware of the issue but it is now the XXXX. My bill are late now and my insurance got cancelled because the EFT bounced. They are not giving a temporary credit or any other resolution. Customer service just tells you to keep trying.
Company Response: Closed with explanation

Timely Response

2018-10-16

Nyc, NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I have an American Express Serve prepaid card. I have direct deposits made on a regular basis. Four recent deposits have failed to show up on my balance even after the payment was processed by the issuer. I called their customer service number, but the call was not picked up after being on hold for over thirty minutes. I found out from XXXX and other social media that thousands of people have been waiting for direct deposits from this and the Bluebird card ( also issued by Amex in conjunction with XXXX ). I am broke and desperate for answers.
Company Response: Closed with explanation

Timely Response

2018-10-16

Bronx, NY

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: All customers that have direct deposit with American Express Personal Savings, Bluebird, and Serve accounts are unable to get their money. We were told that it was something that would be handled in a couple of hours, then by the end of the day, then next day and now it has become a couple of days. People are unable to pay bills, get food, and pay for life saving medication. American Express has yet to explain what is happening.
Company Response: Closed with explanation

Timely Response

2018-10-16

Hoberg, MO

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-10-16

Euclid, OH

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: American Express bank owner of Bluebird prepaid card has been withholding my direct deposit that was sent on XX/XX/2018 for {$1300.00} stating that they are having technical issues but can not provide an eta as to when it will be resolved. I have not had access to my paycheck which has made bills and rent late and they are still not assisting customers with a resolution. I have been lied to and hung up on when requesting a supervisor as well.
Company Response: Closed with explanation

Timely Response

2018-10-16

Weston, CT

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: I am an American Express Serve card holder, and Im currently having problems with direct deposit. Several other customers are having the same issue and the company os offering us absolutely no details and have had the same response for days. Ive been hung up on by customer service reps, told multiple different etas as to when I will get my funds, and jus been treated with the impression that the company does not care. All the have offered any of the customers is template responses that change every few hours. We all have bills to pay and this company is holding all of our money with no explanation.
Company Response: Closed with explanation

Timely Response

2018-10-16

San Gabriel, CA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: I have an Bluebird by American Express account and my direct deposit has been held since Sunday night. My deposit was supposed to post Sunday and it is now Tuesday and do not have access to the funds nor have they acknowledged a problem on their end. They send me back to my employer to verify with them that the funds where processed in which they were and everyone at work got paid except for me. Now I have to learn from other card holders that Im not the only one with they issue theres thousands of us.
Company Response: Closed with explanation

Timely Response

2018-10-16

Houston, TX

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: On XX/XX/2018 I was supposed to receive my payroll direct deposit. My funds were sent by my payroll department on XX/XX/2018. I have contacted Bluebird by American Express and they are claiming technical issues. When I called XX/XX/2018 I was told it would be fixed and my funds would be received by midnight. Midnight came and no funds, now they are saying they have no ETA on when we will receive our funds.
Company Response: Closed with explanation

Timely Response

2018-10-16

Shreveport, LA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: I get paid biweekly and my direct deposit isnt appearing in my account. I havent gotten a email from American Express stating theyre having problems with anything so I dont know whats going on. Ive called 9 time. Ive called the number I have saved in my phone for them, one number I called that I found online and the other number was off of the card I have. I put in all the information needed to speak to someone and after all that 9 Times it just beeps as if a line was disconnected everytime! I even go on this website XXXX XXXX XXXX and theyre were other people on this same site live commenting on the same issue Im having. My deposit normally on my card buy 12 ish its not 30 mins before 3 and I still havent received my check. Ive been backing with them since my senior year in high school, so about 2-3 years now and this is first! I have proof of times and dates if needed for this case I have them all ready.
Company Response: Closed with explanation

Timely Response

2018-10-16

Juniper Hills, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I made a money transfer from my pay roll EFS card to my American Express Bluebird card as I have previously done. I made and transfer of {$11.00} on Thursday that posted on XX/XX/18. On XX/XX/18 I made a transfer of {$570.00} that should have posted on XX/XX/18 but it did not. It still has not as of XX/XX/18. American Express tells me that do not see the transaction but assures me it will be posted to the account once the technical error is corrected in there system. It went from will be deposited in 24 hours to 12 hours to I am still waiting. According to reps I am another the only one. I have found many complaint posts and the call wait time is always over 10 minutes.
Company Response: Closed with explanation

Timely Response

2018-10-16

Fdl, WI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-16

Orion Twp, MI

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2018-10-16

OK

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: XX/XX/2018 Today is payday for me and no direct deposit and when I called no one answered or I was on hold for an hour no via emails or phone call about any problems ( they are not answering calls for this problem )
Company Response: Closed with explanation

Timely Response

2018-10-16

Pueblo, CO

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Company Response: Closed with monetary relief

Timely Response

2018-10-16

Magnolia, TX

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: American Express Bluebird and Serve customers have not received their direct deposits since XX/XX/2018. I was supposed to receive mine on XX/XX/18. I have called every day and multiple times daily with no reasons why or resolution times. Now, when I call it is a busy signal and have had zero communication. I was first told it was a system upgrade and then I was told it was a system outage, and then I was just told they are aware of the issue. I can't have my payroll company redirect my paycheck as American Express has already cleared it as of XX/XX/18. Today is the 5th day that I have gone without my paycheck being deposited.
Company Response: Closed with explanation

Timely Response

2018-10-16

Simi Valley, CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: My employer submits payroll on the XXXX. I am supposed to be paid on the XXXX and the last day of the month. My direct deposit is usually available a day or two before payday. This time it has not even been there in my account and its 1 day past. They have said many things ; no issue on our end, there is a pending Deposit, no there is no pending deposit, we are not having difficulties, we are having issues, will be resolved today, will be 80 % resolved in a few hours, we are working on it and no ETA. I need to pay my utilities ASAP.
Company Response: Closed with monetary relief

Timely Response

2018-10-16

LA

Trouble using the card

Credit card or prepaid card: Payroll card

Problem with direct deposit
Complaint: I use the Amex bluebird card for my direct deposit. It was not there this morning as usual. I confirmed with my payroll company that the email from them showing it was sent was correct. They had sent my check. I tried numerous times to call bluebird. Chose option for representative but once transferred it would give a busy signal and hang up. Finally got through this afternoon. This is what was said. I just called for the 10th time today. First time to get through Held for 20 minutes. First was told they had not received my deposit. When I called him out on that I had confirmation that they did he put me on hold for less than a minute to say they had an issue and it was of the highest priority. When I told him it couldnt be cause people had been waiting for days on theirs, he said I should have it in the next 4-5 hours. I said I know this is not your fault but I need a real time estimate. Are u just saying 4-5 hours to get me off the line? Do you have a real ETA? He again said 4-5 hours. I asked him was he planning to pay my bills tonight and feed me and my kids if it wasnt there then. No answer to that
Company Response: Closed with explanation

Timely Response

2018-10-16

Lena, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: The company I work for, XXXX XXXX XXXX XXXX XXXX, based in XXXX, NJ, sent via ACH a direct deposit in the amount of {$1200.00} from our company bank to my American Express Bluebird checking account on XX/XX/2018 at approximately XXXX XXXX The funds should have been available on Monday XX/XX/2018 XXXX the next day has always been customary with these types of transactions in the past ). It is now nearly XXXXXXXX XXXX on XX/XX/2018 and not only are the funds not available, but American Express, who has acknowledged the funds are there states that " your funds are safe '' and they are working with their partners to resolve the situation. They acknowledge " an interruption to direct deposits affecting Personal Savings, Bluebird, and Serve customers ''. I need MY money ASAP - I have bills to pay. American Express being sorry for any inconvenience this may cause is not paying my bills. Please look into this immediately.
Company Response: Closed with monetary relief

Timely Response

2018-10-16

Sylvania Township, OH

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: American Express has been holding mine ( and countless others ) direct deposits for days with no other information given other than " its a technical issue '' '' but " your money is safe ''. I've been told the problem started Friday, XX/XX/XXXX but no cardholders were notified. On Sunday XX/XX/XXXX my employer transferred my wages to them and as of today Tuesday XX/XX/XXXX I still do not have access to said monies. I did receive an email last evening stating they were aware of the problem and were working on it. I called the number given ( XXXX ) and was advised the funds will be released shortly and no later than 24 hours. As of now ( 24 hours later ) I still have none of this money in my account and now they are suggesting I wait ANOTHER 12 then inquire again. I am not alone and after finally acknowledging this issue via XXXX today, they are no longer updating any of us affected. I have called multiple times, spent hours on hold and have nothing to show but more late fees tacked on by my utility companies. The company is still giving us a run around with no end in sight. I have spoken to both the customer service department with Bluebird by American Express and at the holding bank ( XXXX XXXX XXXX XXXX in XXXX XXXX XXXX, UT ) but all they can tell me is they see my funds being transferred but are unable to make these funds available until after their technical department has resolved a problem on their end. On Sunday ( XX/XX/XXXX ) at approximately XXXX funds were transferred from my employer to XXXX XXXX XXXX XXXX but not made available to me. On Monday ( XX/XX/XXXX ) at approximately XXXX I was made aware of a problem via email with no other information. I called the phone number given immediately and spoke to a regular agent as well as their supervisor " XXXX ''. Both parties advised me the problem would be resolved within 12-24 hours. On Tuesday afternoon with still no funds available a statement was made from American Express via XXXX acknowledging this problem only. I again called the support line ( XXXX ) and spoke with 2 more agents for Amex. Both the agent ( XXXX, employee # XXXX ) and next level Supervisor ( XXXX, employee # XXXX ) told me there are no new updates and to wait another 12 hours. They were able to confirm said funds were being held by XXXX XXXX XXXX XXXX in UT but nothing else. I then called the bank directly but all they could tell me was this has been an ongoing problem since Friday and they are working on resolving it. As of this moment I have no other information and/or idea when my wages will be paid to me. I am incurring multiple late fees for being unable to pay my living expenses and as of today I will have to go without much needed medication. I'd just like my money to be made available to me so I can withdraw them and cancel all further business with this company.
Company Response: Closed with monetary relief

Timely Response

2018-10-16

Kansas City, KS

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: DIRECT DEPOSITS ARE NOT POSTING TO OUR ACCOUNTS AMERICAN EXPRESS SERVE THE COMPANY HAS TWEETED OUT THEY ARE AWARE OF THE PROBLEM AND WORKING ON IT HAS BEEN OVER 72 HOURS American Express Verified account @ AmericanExpress 6h6 hours ago Were aware of an interruption to direct deposits affecting Personal Savings, Bluebird, and Serve customers. Please know your funds are safe. Were working w/ our partners to resolve the issue. We apologize for the inconvenience.
Company Response: Closed with monetary relief

Timely Response