Credit card or prepaid card -- Problem getting a card or closing an account -- Complaint #5112498
Complaint Overview
Complaint ID: 5112498
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-Issue: Trouble closing card
State: North Carolina
ZIP Code: 28208
Date Received: 2022-01-15T12:00:00-05:00
Date Sent to Company: 2022-01-15T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021 Bluebird Card Via American Express accepted a deposit for me from the Small Business Association. It was an XXXX XXXX XXXX in the sum of {$5000.00}. I attempted to access my account shortly after I received an email from Bluebird stating that the deposit was received, but was unable to log into my account. I called customer service on XX/XX/2021 and spoke with a customer service rep who informed me that my account had been blocked, she then transferred me to the Investigation team. I spoke with them and was told that my account was permanently suspended and that in order for the funds to be released from my account I would need to have the SBA write a letter of indemnity. After several months of attempting to speak with someone from the SBA, i was able to speak to a paralegal from SBA who informed me that the SBA does not write letters like that and that they do not understand why Bluebird is refusing to release my funds to me or return them back to the SBA. These funds are much needed and have been held in this suspended account for 7 months now without any correspondence from Bluebird. I have attempted for months to contact them. I have sent several emails to the investigation team only receiving automated responses stating that I would be contacted within 10 days, but I have never been contacted. I have called on several occasions only to be placed on hold, then call ended. I am unable to speak to anyone concerning the release of my funds. However I do receive weekly emails reminding me of the balance of the suspended account. I am unable to access my account in any way. I am not sure where to turn to rectify this matter. How can a company just keep someone's money and tell them nothing? This is insane. I just want my money released from this account. either sent to me or back to the SBA so that it can be refunded to me. This matter has gone unaddressed for to long. Please help me
Frequently Asked Questions
What is Complaint #5112498 about?
Complaint #5112498 was filed against American Express Company regarding Credit card or prepaid card specifically about Problem getting a card or closing an account. It was received by the CFPB on 2022-01-15T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.