Serve Virtual Enterprises, Inc.

Review: Back in November 2014 my [redacted] Serve card was used to make purchased from [redacted] via fraud. I contacted Serve fraud dept the following day to file a complaint. I was told that I would receive a letter letting me know the outcome of what they discovered. My Serve card was linked to my [redacted] Debit card so when the serve card ran out of money, money was taken out of my Debit card. I was told by Serve Fraud I needed to contact my bank to get those funds back. I called numerous times to check the status and was told no update. Less than a month later I received an email letting me know my service card was closed because the claim my bank had filed had caused the funds to be reversed. I called numerous times to explain this and was told a supervisor would need to call me back but never did. I was also advised that my account would be escalated so it can be reopened. I am not able to review my statement because the account is closed so I am not able to verify if I had funds left over. When I called today Feb [redacted] 2015 I was told that in order to get a statement I needed to provide a police report which I was not told in Nov 2014 I needed to do. I escalated numerous times for a supervisor and was told today that a supervisor called left a message that the account couldn’t be reactivated without a reason why. She also told me that she wasn’t sure since the supervisor called if another could call me back.Desired Settlement: I would like my account reopened and to speak to someone who could advise me what happened.

Business

Response:

[redacted] mailed our response to the consumer today

Review: I have a serve/isis card and for some reason they can not find my account. There was money on my account and now no one at serve can find my account.

Since Friday May [redacted] I have attempted to check my account on serve.com but have been experiencing issues. On Tuesday 5/** I called ###-###-#### and after being put on hold several times I was basically told that they could not find my account and told to call account protection ###-###-####. I called on 5/** and explained to [redacted] my situation who then transferred me to [redacted] after attempting again to locate my account by my card number,name, phone number, email and ss# I was told that they could not find my card in the system. I was then transferred to a [redacted], [redacted], he placed me on hold while he "discussed my situation with another [redacted]" after holding for 30+ min, [redacted] never came back on the phone. Instead he transferred my call to a different dept.I offered to send him pictures of the card in my possession since he asked several times if the card had my name on it. I also offered to send him the transaction number from the last time I transferred money from my bank to my serve card and he declined.Desired Settlement: I would like a refund for the amount that was left on my serve card and for my account to be canceled since I will not be using it anymore because of the bad customer service I have received thus far.

Business

Response:

We responded to the consumer via written correspondence today.

Review: American Express and Zynga promised that if we got their serve card, activated it, and used it at different times we would receive 1030 points. Zynga gave them to me and then immediately took them back by making their game crash and when it restarted the money/points were gone. This has happened to a lot of players, not just me. But I also have screen shots of some of the money disappearing. I have screenshots before the game crashed and after it crashed. In one case I even have a screen shot of the game crashing. They have date and time stamps and I will send the original copies of the screenshots if you want them. I have sent them to Zynga and they just produce made up logs that say what they want them to say. But my screen shots do not match their logs. So they pretend like they didn't get any of the screen shots any of the 15 times I sent them to them in 3 dirfferent formats - jpg format, png, format, and in a word document. So I complained to American Express. Zynga told them they would give me 800 bucks/points. I told American Express that Zynga was misleading them and they did NOT give me another 800 points. American Express told me to call Zynga. Zynga said, we didn;t say we would give you 800 points, we said we already did. And I said AGAIN - but them you ripped me off and made them disappear when you crashed the game So I called American Express back who many, many times promised to help me until I got the $800 bucks/points I was promised. They said they would give it to me if Zynga didn't give it to me just for all of the time I spent and all of my hassles. I was put on the American Express spread sheet 5 different times. The second time I was told I would get 670 bucks/points.What they were saying is I had already received them, but they failed to say that the points disappeared!!!. I have been working with American Express for over a month and 3 different times a customer service rep in the department that deal with the Zynga rewards promised I would receive another 800 points since they told me I would get them a couple of weeks ago. Now American Express says they can't give them to me. Zynga and American Express are ripping off hundreds of players and refusing to give back the money that disappeared. I have screen shot and can PROVE I lost 162 dollars and I lost another 600 I can't prove becasue I had not yet started keeping screen shots. At first the america express people were nice and trying to help me, now they are rude and don't care and are just trying to get me to stop calling. They are all crooks. I will be happy to send you the screen shots and some ofthe correspondence with the Zynga, who have the worst customer service organization in the world and do not even answer the questions asked of them by us customers.Desired Settlement: I want either the $800 farm bucks I was promised by 3 different American Express reps or I want the cash it would cost to buy that many - which is about $130 in real US dollars.

Business

Response:

We responded to the consumer via written correspondence today.

Consumer

Response:

The business gave me the equivalent of about 3/4 of what they originally promised me, and even though I would have liked them to follow through with 100% of what they promised in reference to complaint ID [redacted], I find that this resolution is satisfactory to me and the matter has been resolved as far as American Express goes. However, I still have the outstanding complaint with Zynga and their resolution is not satisfactory.

Sincerely,