Consumer complaint received 2019-05-24
Company: AMERICAN EXPRESS COMPANY
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On XX/XX/19 I accessed my American Express online account and submitted a balance transfer from my XXXX Card account ending # XXXX for {$5000.00}. A few days later I went online and checked the status, the online portal had it listed as a transfer from XXXX XXXX XXXX account ending # XXXX. I do not have accounts at XXXX XXXX XXXX. So on XX/XX/19 at XXXX XXXX I called American Express customer service they assured me they had XXXX not XXXX XXXX XXXX. The lady explained that sometimes that happens as some bank are connected but, again she reassured me she had the correct information. On XX/XX/19 I received a letter from American Express stating that they were unable to complete the transaction because the following check had been returned to them with an invalid remittance address which was : Institution Name : XXXX XXXX XXXX Account Ending In : XXXX Which is incorrect information. I called the balance transfer department on XX/XX/19, the number on the letter and spoke to a gentleman who told me that the information was incorrect for the balance transfer and I explained that they sent it to the wrong place. He cut me off and said if you want it sent to the correct place you will need to initiate another one, I said fine could I go online to do that he said yes. I went on line and it told me I was unable to initiate a balance transfer because the available amount was XXXX. I did the online chat with a customer service representative on XX/XX/19 and explained that I was trying to re-initiate the balance transfer to XXXX, she stated that she did not know where I was getting the XXXX XXXX XXXX information because she shows the balance transfer was from XXXX. I have a photo of the conversation stating this which will be attached. She advised that I will need to talk to the balance transfer department. I called the balance transfer department again on XX/XX/19 and spoke to a lady who was very rude and not helpful. I explained the situation and she told me they didnt send the money to the incorrect place, I have a letter saying they did. She told me that I would need to wait 48 hours and initiate the balance transfer again. I said but, why did it get sent to the wrong place and how can she confirm this wont happen again. She said to initiate and call to verify the information is correct, I explained to her over and over again that I did that the first time and the customer service had the correct information and they had incorrect information and how could this have happened. She just kept saying they did not have incorrect information and they did not send it to the wrong place. I finally hung up on her because she was rude and unhelpful. Today, XX/XX/19 it has been more than 48 hours and I am still unable to initiate the balance transfer as it says XXXX is available. In order to receive the promotion of 0 % I have to initiate by a certain date and that is becoming impossible. I wonder if this is a scam so they do not have to honor the promotion. I find this to be very suspicious, my husband has a separate card and has had a similar experience in which he will be submitting a formal complaint as well, they actually did send the money to the wrong place and he is now carrying a balance that is not correct. I find the actions of this company to be dishonest and deceitful.

Company response to consumer: Closed with non-monetary relief