Consumer complaint received 2023-09-12
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Credit 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/XXXX I was browsing for credit card offers to choose one, specifically with the intent to submit a balance transfer from my XXXX ( XXXX XXXX XXXX XXXX ) credit card. After research I chose American Express Blue Cash Everyday credit card, as it seemed like the best card for this purpose, offering 0 % APR for 15 months on balance transfer. 

After I got approval I visited the American Express to submit my balance transfer request. When I entered my XXXX credit card information it returned an error code. I called American Express about the issue and after some troubleshooting they were unable to enter it as well and I was told they will escalate and reach back within 4 weeks. After the 4 weeks passed I did not hear back so I called again and the representative seemed dumbfounded and did not understand that this is an ongoing issue and I was calling for a status update and treated it like it was my first time calling. They had me go through the troubleshooting yet again even though I stated I already did that and eventually said they will look into it and reach back in 4 weeks with a solution. I explained that I had already gone through this process and asked if I can speak to someone else, they declined and said Ill hear back when they have more information for me.

Yet again, 4 weeks passed and they did not reach out to me at all like they said they would. So I called to check on the status and again they acted surprised as if there was no prior calls to follow up on! When they tried to troubleshoot again I told them Ive already gone through that 2 times already and would like to speak with someone else since Ive already tried multiple times to get a solution and nothing has come out of it. They denied my request and said they will escalate and look into it and I should hear back in 6 weeks. This was on XX/XX/XXXX with it already being my 3rd call to them and every time I am just told well look into it and youll hear back from us even though I never hear back from them and when I initiate the call they act as if its the first time Im calling with this issue. 

On XX/XX/XXXX ( far past the 6 week window ) and again not hearing from them I called again. When I told the representative Im calling to follow up he said he did see notes from my previous call but there had been no solution found ( no one had actually looked into it all this time! ) I was put on hold as the representative spoke with multiple people from different teams and eventually came back to me with sorry it took so long to get to this solution but unfortunately there is nothing we can do The calls in order occurred on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I had also reached out to XXXX to see if there were any issues on their end and they said no and they would accept the request once it was submitted on American Express end. 

Nowhere on American Express cardmember agreement states that they wont accept XXXX balance transfer. XXXX is a VISA card which under American Express terms should be accepted with no issue. The sole reason I signed up for American Express was for this balance transfer and they are unable to assist me in any way after months of back and forth and no solution. The amount is for {$5500.00}

Company response to consumer: Closed with explanation