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Amex Serve screw up my bill paid, now they refused to reverse my money.

tomcoolz 678 45 December 16, 2015 at 12:26 AM
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One day, I tried to bill pay my amex bill using my serve balance, then the screen froze after I submitted. After I refreshed the screen, the transaction went through and I thought the funds were transfering. A few days later, I realized the money were sent to a complete random amex account number. I opened dispute twice with serve stating a system error and serve decided not to reverse the fund. I'm out of $900 and don't know what to do next. Maybe file complaint through BBB? Anyone had similar issue? Thanks for your inputs.

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#2
I have been using amex prepaid B/P for 2 years now with no major issues. I'm aware that if there's a problem, calling their CS is a pita. If you can't get help from them, I suggest you contact CFPB, not BBB and see if you get your funds back soon.
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#3
Best customer service ever!
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#4
Quote from mamabear209 View Post :
I have been using amex prepaid B/P for 2 years now with no major issues. I'm aware that if there's a problem, calling their CS is a pita. If you can't get help from them, I suggest you contact CFPB, not BBB and see if you get your funds back soon.
Thanks for the suggestion, I do not want to go that route if not necessary. I mean I dont understand why they wouldn't reverse the money and rather let the random amex account owner walk away with $900 free money.
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#5
OP you said this:

Quote :
I opened dispute twice with serve stating a system error and serve decided not to reverse the fund.
if that was the case and they are not doing anything to rectify it while admitting it is a system error on their end, if it was me, this is all I need to file a case against them. I've had positive experience with contacting CFPB when an erring company refuse to assist me with a legitimate issue. It happened with 2 complaints I filed with a bank (different ones), they suddenly turned around and informed me via email that my check was in the mail. Prior to that, I was locked out of my account and they wouldn't reply to my emails regarding my balance locked in. I didn't mind that they dropped me as customer, that is their prerogative; but they have to give me whatever remaining balance there is on my account. Needless to say, my complaint to CFPB triggered a response from them that I was fishing for.

THEREFORE, if you know you have nothing to hide in your account and it'll pass scrutiny, you have nothing to lose by contacting CFPB. But that's up to you if you want your money back.
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#6
Quote from mamabear209 View Post :
OP you said this:



if that was the case and they are not doing anything to rectify it while admitting it is a system error on their end, if it was me, this is all I need to file a case against them. I've had positive experience with contacting CFPB when an erring company refuse to assist me with a legitimate issue. It happened with 2 complaints I filed with a bank (different ones), they suddenly turned around and informed me via email that my check was in the mail. Prior to that, I was locked out of my account and they wouldn't reply to my emails regarding my balance locked in. I didn't mind that they dropped me as customer, that is their prerogative; but they have to give me whatever remaining balance there is on my account. Needless to say, my complaint to CFPB triggered a response from them that I was fishing for.

THEREFORE, if you know you have nothing to hide in your account and it'll pass scrutiny, you have nothing to lose by contacting CFPB. But that's up to you if you want your money back.
Hi mamabear, sorry I didn't state clearly that I was the one claimed for the system error and they did not admit it. They only showed me the funds were cleared successfully but that is not the case I disputed for. I told them my serve balance paid off someone's account number under my serve that has no relationship to me so why would I do that. I'm still waitting for their response and was told they will contact me shortly. If nothing progess then I will contact CFPB as you mentioned. Thanks for the help.
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#7
Do you have the amex account # you did pay off still? Maybe you can try and call Amex and explain the problem they should be able to pull up the payment details on that account you did pay for and maybe they can help you? Who knows maybe that account is invalid, closed or just sitting in a black hole at amex.
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#8
Quote from Seadiel View Post :
Do you have the amex account # you did pay off still? Maybe you can try and call Amex and explain the problem they should be able to pull up the payment details on that account you did pay for and maybe they can help you? Who knows maybe that account is invalid, closed or just sitting in a black hole at amex.

Yes, Serve confirmed the money had been clear so someone must have the money with that acct number. I do have the acct number still on my serve account and explained to serve but they kept on open dispute and it came back telling me the money clear and nothing is reversed. I was told they would call me with a resolution within 48 hours but 72 hours had passed and never receive a call. Very disappointed with amex serve in regards something like this and they couldn't solve a simple mistake at their end. Hate to call them everytime and explain the whole thing since they don't seem to understand notes on my account from previous calls. No idea when can I get this resolve or ever will.
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#9
Quote from tomcoolz View Post :
Yes, Serve confirmed the money had been clear so someone must have the money with that acct number. I do have the acct number still on my serve account and explained to serve but they kept on open dispute and it came back telling me the money clear and nothing is reversed. I was told they would call me with a resolution within 48 hours but 72 hours had passed and never receive a call. Very disappointed with amex serve in regards something like this and they couldn't solve a simple mistake at their end. Hate to call them everytime and explain the whole thing since they don't seem to understand notes on my account from previous calls. No idea when can I get this resolve or ever will.
I was referring to the Amex customer service for the credit card not Serve.

The way I am understanding you. You were trying to pay your Amex credit card, something happen your payment was sent to someone elses amex credit card account #?

Serve is just telling you, yes the payment cleared it was sent successfully and cashed by the end party "AMEX" This does not mean that "AMEX" successfully applied it to someones account. So I would call amex using the phone number on the back of the credit card you tried to pay, tell them you sent a payment in on x date and accidentally sent it to wrong account # and give them that account # you sent it to.
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#10
Quote from Seadiel View Post :
I was referring to the Amex customer service for the credit card not Serve.

The way I am understanding you. You were trying to pay your Amex credit card, something happen your payment was sent to someone elses amex credit card account #?

Serve is just telling you, yes the payment cleared it was sent successfully and cashed by the end party "AMEX" This does not mean that "AMEX" successfully applied it to someones account. So I would call amex using the phone number on the back of the credit card you tried to pay, tell them you sent a payment in on x date and accidentally sent it to wrong account # and give them that account # you sent it to.

Ok, I got your point now. I never thought of contacting amex instead of serve since serve were the one made the mistake. Do you think amex would get involve in this situation and most likely they will ask me to sort it out with serve. But I think it won't hurt to try at this point and see if they can transfer the credit back to the correct amex account or atleast let serve know the issue had happened.
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#11
Quote from tomcoolz View Post :
Ok, I got your point now. I never thought of contacting amex instead of serve since serve were the one made the mistake. Do you think amex would get involve in this situation and most likely they will ask me to sort it out with serve. But I think it won't hurt to try at this point and see if they can transfer the credit back to the correct amex account or atleast let serve know the issue had happened.

True, they may send you back to serve. But if you give them the account number you paid by mistake, amex could look it up and determine "oh this account is invalid" or a closed account. If that was the case you probably have a good chance getting your money back. If it comes back as someones account they should give you more advice on what to do next.

If the account is invalid or closed Amex will attempt to send the payment back. If it fails to return, AMEX eventually (year or so) will turn it over to the state as unclaimed property from my experience here in California.(https://ucpi.sco.ca.gov/UCP/)
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