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Report: #1467300

Complaint Review: American Express Serve card - New York City New York Cit

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  • Reported By: Sarah J — San Diego United States
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  • American Express Serve card 200 Vesey Street New York City, New York Cit United States


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On August 24, 2017 American Express and INCOMM entered into an agreement for INCOMM to acquire the exclusive distribution rights of American Express's prepaid reloadable and gift card products in the U.S. INCOMM will become the exclusive program manager and processor, and American Express will remain the issuer and network for all products involved in all transaction. INCOMM will also acquire the Serve technology platform and other assets related to the American Express prepaid reloadable and gift card products business.

It appears since the joint venture was announce , Serve Card customers have reportedly notice a consistent pattern by both companies denying CUSTOMERS access to their liquid cash deposited into our accounts via CVS Pharmacy, Walmart and other add cash to the card locations as out-lined in the American Express Serve Card Terms of use agreement.

My 83 year old grandmother on a fixed income of $1,800.00 monthly had been receiving direct deposit on her American Express Served Card for over 5 years without a hitch of getting access to her funds.

Two days after receiving her last deposit, she ask us to drive her to grocery store to stock-up on some supplies. To our surprise when she swipe her Serve Card to pay for mere $78.00 worth of merchandize the check-out cashier politely inform her the card was decline.

We paid in cash, went home and subsequently Log on the American Express Serve Card website, to our dismay we discovered the entire $1,853.67 was now on hold by the merchant, therefore denying the old lady the use her much needed money to purchase medicine and other essential items for her health, while no option to imitate an online dispute is avail.

We proceed to call the customer service number at the back of the card (800) 954-0559, The Interactive Voice Response (IVR) only provides automation information, lacking any options to speak to live person. Using some social engineering we was able to come up with a direct number of (800) 555-4318, resulting in being transferred repeatedly to several live persons located off-shore outside the United States. It should be noted, Speaking to an educated, properly trained representative is difficult. Many of them have strong language barriers that creates miscommunication. The Customer Service Representatives (CSR) are generally rude, speak with a foreign accent, informing us, to wait six days for the moneys on hold to be place back on my card account.

After waiting six days and noticed no funds have been credit to the account, we called back the same number and being told by very impolite and unprofessional CSRs, American Express Serve Card will being a dispute and we must wait an additional twenty (30) more days for the process to complete according to the Terms of Use that my grandmother had agreed upon when the account was open. 30 days comes and goes, and contact is made again with American Express Serve Card to no avail, and no refund of old ladies money.

On day 37, we contact American Express Cooperate headquarters in New York City (212) 640-2000. We were transferred to American Express Executive Assistant Ms. P. Coleman Newman. We were told to expect a full refund in three business days. On day 41 we called and e-mail Ms. Coleman Newman and was ignored. The next day we received an e-mail from her requesting we log back into the account and upload the store cash receipt to initiate dispute, as it will turn out to be, American Express had shut down my grandma’s account.

It is very important to note, this deceptive conduct by American Express and INCOMM is not just limited to our grandma, as there are numerous in excess of 1,700 customer complaints beginning from May of 2017 to as recent as November 12, 2018 on the Consumer Affairs Website reporting the same on-going scams like ATM withdrawal, when the money was not dispensed and the ATM told customers they had insufficient funds but still deducted or freeze the amount from the accounts. (

Additionally American Express new CEO Stephen J. Squeri, INCOMM CEO Brooks Smith, President Phil Graves and not so honest shyster General counsel Michael D. Gruenhut are all aware of this on-going scamming activities for at least 18 months but choose to ignore this massive fraud perpetrated on millions of American citizens customers to include 83 year old little ladies on fixed income.

If you are a victim to this American Express/INCOMM scam, call or write a letter to the office of the Controller of Currency   (OCC) Customer Assistance Group (800) 613-6743

Comptroller of the Currency
Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010


You can also file a complaint with Federal Trade commission (FTC) on line at ( ) or call (202) 326-2222 or write to: Bureau of Consumer Protection
Federal Trade Commission
600 Pennsylvania Ave., NW
Washington, DC 20580



This report was posted on Ripoff Report on 11/13/2018 02:33 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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