Consumer complaint received 2023-09-14
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Account Ending XXXX Opened a new AMEX EXPRESS BANK Savings account using AMEX EXPRESS SISO credentials and used existing ACH LINKED established account to fund the account, Transferred {$1.00} dollar via ACH from these linked Then transferred {$200.00}, XXXX using AMEX stored info to Pull ACH from these other Bank accounts- I did not push the monies by Then AMEX EXPRESS BANK claimed someone else opened the account and was not opened by me, not with my authorization, due this decision AMEX EXPRESS Bank Closed the Saving Account There was no mention then or now how the monies would be sent back to me, The Account is closed or frozen, Then I was told they do not want any relationship to a business decision Then I asked how I get my monies back They told to go back to my orginating bank to ask for a reverse ACH My 3 Bank and the Priavte Client relationship in all 3 Banks say they do not have a recall process, if the money transfer was authorized, only I state it was done by Fraud, So only way to get my monies back is to make a false statement to open an enquiry I even opened ACH transfer to push monies from them which was returned Fuller Step by Step history for my CLAIM XXXX Opened a new AMEX EXPRESS BANK Saving account using existing AMEX EXPRESS SISO established credentials for the last 20+ years I funded the account via the existing established ACH payment method linked to AMEX as used to pay the above AMEX EXPRESS CRADs XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) Checking Amount {$1.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Checking Amount {$1.00} I even made additional cautionary XXXX dollar payments to see that these went/came into the account properly I then added the XXXX Saving account that my wife and I have held for XXXX years XXXX this final transfer seems to have caused the issue for XXXX " '' By selecting Continue, I authorize American Express National Bank to send two small test deposits to my identified account for account verification. I certify my identified account is a personal checking or savings account that I own, and that I am authorized to transfer funds out of the account. I certify that my account is not an irrevocable trust or a business, commercial, or fiduciary account. Please see your Deposit Account Agreement for further information. '' '' Your account ending in ( XXXX ) is linked to the following accounts : XXXX XXXX XXXX XXXX XXXX XXXX Been with AMEX EXPRESS and XXXX for the past 20+ years Have 3 cards - BUSINESS PLATINUM for the past 10+ years - no-set spending limit, a Blue Chip cash {$32000.00} limit, plus a Business Cash {$10.00}, XXXX limit Have a Credit score around XXXX, XXXX XXXX I pay a premium to XXXX my credit score, activity and credit file locked, Further, have XXXX and XXXX monitoring XXXX is XXXX by XXXX for my employment verification - XXXX XXXX Further I am monitored and have to report to XXXX by my travel, and criminal records as I hold XXXX security clearance Complain on the handling of our opening a new account with AMEX EXPRESS BANK, High Yield Saving Account We transferred the funds after careful thought and care, making small XXXX transfers from our existing savings in multiple banks, all of which have held for XXXX years AMEX EXPRESS BANK, have known us since XXXX , and have held a checking account with AMEX CENTURION Bank in the past, We have held AMEX EXPRESS PLATINUM Business Card for 10+ years which I have used in my business, I hold 2 additional credit cards with them, They know us I opened the account on XXXX XXXX using the existing online profile which used for AMEX EXPRESS I have been unable to understand the correct situation that stalled FULL access to our funds which we transferred XX/XX/XXXX Internet transfer XXXX XXXX XXXXXXXX account ( XXXX ) XXXX {$190000.00} XXXX {$200000.00} XX/XX/XXXX XXXX XXXX transfer XXXXXXXX XXXX XXXXXXXX account ( XXXX XXXX XXXX {$1.00} XXXX {$3.00} XX/XX/XXXX Internet transfer XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX ) XXXX {$1.00} XXXX {$2.00} XX/XX/XXXX XXXX Internet transfer XXXX XXXXXXXX XXXX XXXX  ( XXXX ) XXXX {$1.00} XXXX {$1.00} They sent us a letter on XXXX XXXX saying they were closing the account as they believed it was not opened by us without our authorization The US operations of AMEX EXPRESS have no compliant process documented or explained on the website Some other operations like XXXX, XXXX, IN have a clearly defined complaint process We called them many times and were mostly told to call back when their back office would be available My wife tried calling them many times I work for XXXX XXXX XXXX, with US national security clearance and highly respective I was on travel from XXXX XXXX until XXXX XXXX and AMEX knew that as they have systems in place to know when I am travelling internationally Despite all of this I have not been to get a satisfactory answer when I called them on my return XXXX XXXX I was told the account was not closed when I called them now given a an explanation on next steps AMEX even provides a product that monitors my identity and credit rating which has been above XXXX for the past many years Also online I see this message Please contact us to make a transfer. 
Due to a security concern you arent able to make online transfers at this time. To make a transfer, please call XXXX. 

I called this number again I was directed to call back during business hours in EST, But I have been traveling and not able to reach anyone during hours that work my schedule Customer service had no interest in resolving the matter and even on occasion given me an address which XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, NY XXXX, United States rather the address of their banking group which created this mess The US operations of AMEX EXPRESS have no compliant process documented or explained on the website Some other operations like XXXX, XXXX, IN have a clearly defined complaint process 1 ) What them to provide consumers the method and procedures to resolve such complaints effectively without having to write to FDIC XXXX is known your customers, but this not defined or declared But in this case, I do not know who is the bankers behind this decision in UT based bank decision I challenge the statement " '' American Express has over 170 years of experience in putting the customer first '' ''

Company response to consumer: Closed with non-monetary relief