Consumer complaint received 2018-10-16
Company: AMERICAN EXPRESS COMPANY
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
American Express has been holding mine ( and countless others ) direct deposits for days with no other information given other than " its a technical issue '' '' but " your money is safe ''. I've been told the problem started Friday, XX/XX/XXXX but no cardholders were notified. On Sunday XX/XX/XXXX my employer transferred my wages to them and as of today Tuesday XX/XX/XXXX I still do not have access to said monies. I did receive an email last evening stating they were aware of the problem and were working on it. I called the number given ( XXXX ) and was advised the funds will be released shortly and no later than 24 hours. As of now ( 24 hours later ) I still have none of this money in my account and now they are suggesting I wait ANOTHER 12 then inquire again. I am not alone and after finally acknowledging this issue via XXXX today, they are no longer updating any of us affected. I have called multiple times, spent hours on hold and have nothing to show but more late fees tacked on by my utility companies. The company is still giving us a run around with no end in sight. I have spoken to both the customer service department with Bluebird by American Express and at the holding bank ( XXXX XXXX XXXX XXXX in XXXX XXXX XXXX, UT ) but all they can tell me is they see my funds being transferred but are unable to make these funds available until after their technical department has resolved a problem on their end. 

On Sunday ( XX/XX/XXXX ) at approximately XXXX funds were transferred from my employer to XXXX XXXX XXXX XXXX but not made available to me. 

On Monday ( XX/XX/XXXX ) at approximately XXXX I was made aware of a problem via email with no other information. I called the phone number given immediately and spoke to a regular agent as well as their supervisor " XXXX ''. Both parties advised me the problem would be resolved within 12-24 hours.

On Tuesday afternoon with still no funds available a statement was made from American Express via XXXX acknowledging this problem only. I again called the support line ( XXXX ) and spoke with 2 more agents for Amex. Both the agent ( XXXX, employee # XXXX ) and next level Supervisor ( XXXX, employee # XXXX ) told me there are no new updates and to wait another 12 hours. They were able to confirm said funds were being held by XXXX XXXX XXXX XXXX in UT but nothing else. I then called the bank directly but all they could tell me was this has been an ongoing problem since Friday and they are working on resolving it. 

As of this moment I have no other information and/or idea when my wages will be paid to me. I am incurring multiple late fees for being unable to pay my living expenses and as of today I will have to go without much needed medication. I'd just like my money to be made available to me so I can withdraw them and cancel all further business with this company.

Company response to consumer: Closed with monetary relief