- Report: #1074645
Report - Rebuttal - Arbitrate
Complaint Review: Serve Virtual Enterprises, Inc.
Serve Virtual Enterprises, Inc.200 Vesey Street, New York, NY 10285 U.S. Banking Headquarters 4315 S. 2700 W. MC020162, Utah USA
Serve Virtual Enterprises, Inc. Serve American Express Card,American Express Serve Extorts extremely personal and sensitive financial and individual information in order to correct problems that the organization alone causes. U.S. Banking Headquarters 4315 S. 2700 W. MC020162 Utah
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On Sunday, August the 4th, 2013, I attempted to add funds to my Serve card account at approximately 3 p.m. I was prevented by the Serve online system from doing so and it displayed a customer service support number for me to call. I called the number and spoke to a young woman who indicated that she was a Serve Fraud Protection Agent. When I stated that I was having a problem adding funds to my Serve account, the agent stated that I was not allowed to add funds to my account because my credit cards had come under "concerns". I asked her to elaborate as to what she meant by "concerns" and she instead asked me for my full name, my Serve account number, my secret question, my email address, my phone number,and the last 4 digits of my social security number. I gave her this information and she indicated that due to "policy" she would not be able to remove the block from my account and that " 'They' were looking at my account" . I asked her what "policy" she was referring to and again what concerns she was referring to. She did not elaborate and simply kept parroting that the block was in place for "my" protection and that it was because of company policy. Wholly frustrated, I then asked to speak to her supervisor and she repeatedly insisted that "she" could help me "just fine". I told her that this was obviously not the case and after I requested to speak to her supervisor approximately 6 times, she consented. She put me on hold for a few minutes and then someone identifying himself as James Wedell, Fraud Team Supervisor, got on the line.
I repeated my concerns to him and he repeated what the young woman said to me. I asked him to clarify what "company policy" prevented me from funding or accessing my Serve card and he outright refused to say. I asked him what the issue "was" that was causing me the problem this day and he refused to say. He did say that the Serve system randomly generates these blocks and that this is what happened to my account. He then stated that he needed for me to fax to him an image of my Social Security Card! I told him that no way in hell was I going to fax my social securtiy card to him in light of the identity theft issues that are rampant in the United States of America. I also indicated to him that I have already verbally given my social security information to him... [ Note: I did not "have" to fax my Social Security Card to American Express/Serve.com when I first opened this account. Why should I have to provide it now? Ridiculous]. He was completely unhelpful so, I ended the call. Minutes later, I called the Serve website's general customer service number. I spoke to someone calling himself "Bennett". I asked for the Serve corporate phone number, since that is not a "secret" [I ultimately found the American Express corporate phone number using a brief Google search]. He wholly refused to give me the corporate phone number and instead said that he was going to transfer my call back to Mr. Wedell's Fraud Alert office.
Suffice to say, I ended this call, did a Google search, called American Express Corporate and spoke to a representative named Pedro Nunez who then escalated my concern to someone calling herself "Brenda, Account Manager". I explained the situation to her and she then contacted a front line customer service representative at Serve who called herself Tytus Morante. I again explained my situation in great detail to her. She stated that I did not owe an outstanding balance and that there was no issue of nonpayment. She indicated that she would contact someone in Fraud Protection at Serve and would participate in a conference call with them and with me. When "Tiffany" answered the phone she indicated that conference calls were not permitted and Miss Morante hung up without further comment.
When I asked Tiffany what the first initial of her last name is, she adamantly refused to tell me. I asked her if she had a badge or extension number and she said, "No." She then proceeded to ask me for my Serve account number and my social security number. Tiffany then stated that she would effect an online verification call with my bank to resolve the matter. Not sure what that meant exactly, I said, "Okay...". The next thing I know, she is now performing a conference call between her, me, and a Bank of America Account Representative. The bank representative began by asking me for my account password... I immediately told Tiffany that it was not "cool" that she was on the line listening to this conversation between me and my bank. Tiffany said "okay" and she ended the bank call. She then told me that the only options open to me were to either: (1) allow her to call the bank again by herself in order to verify my name, address, and that the bank card used on the Serve site is at least 90 days old (I very recently changed my funding source with Serve with a replacement bank debit card---I lost the first one and told Tiffany this), (2) to provide Serve with a faxed copy of my Social Security Card or bank statement, or (3) to have another conference call with a Serve representative (who may or may not state their real or complete name to me) and a Bank of America representative (the bank account I am using to transfer funds) and to reveal my Bank of America account information to that Serve representative (such as my bank account password information and other sensitive bank access information). I told Tiffany to try option number one, and that I would call it a day with our conversation since it was now 5:52 p.m.
Tiffany informed me that she would email me [which she never did] after her (futile) attempt to confirm the age of the card and let me know my account status. She also stated that my Serve account will remain locked; I will be unable to have my money ($6.80) returned to me, and I will not be able to close the account unless I comply successfully with the horrible options given. The first option is idiotic because I have already explained to Tiffany that I "just" received the replacement bank debit card in the mail last week (so it's not going to "be" a 90 day old bank card) and the last 2 options are an absolutely criminal invasion of privacy for a problem I did not create in the first place. The bottom-line is that their customer service team extorts highly personal and sensitive financial and private information from their customers in order to correct problems that Serve alone causes. They have absolutely zero respect for the privacy concerns of their customers and my basic needs as a consumer have not been met at all.
This report was posted on Ripoff Report on 08/10/2013 08:55 AM and is a permanent record located here: http://www.ripoffreport.com/r/Serve-Virtual-Enterprises-Inc/US-Banking-Headquarters-4315-S-2700-W-MC020162-Utah-84184/Serve-Virtual-Enterprises-Inc-Serve-American-Express-CardAmerican-Express-Serve-Extort-1074645. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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