Consumer complaint received 2023-10-05
Company: AMERICAN EXPRESS COMPANY
State: NV
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I can't remember when, I think it was 4 or 6 months ago I logged into my Amex saving account & it prompted me to change to their new site. 

Ever since then I have had NOTHING but problems.

1. The list of accounts along with my nick names is missing. Now it only shows you one account number at the top & that's it, there's no longer any list of my accounts. 

I complained about that on that date as well as the last time I called on XX/XX/XXXX, & now again tonight. 

They STILL haven't fixed it. 

2. Then I went to transfer money from my external bank account to one of my amex savings accounts & the drop down menu doesn't work when I click on it. I tried it on another browser & it didn't work there. 

I complained about that on XX/XX/XXXX & asked for a manager to call me & nothing, no manager.

Same thing happened tonight & the first girl didn't know how to solve the problem. 

I've wasted hours now trying to work with these incompetent staff, & the last two times I had to get the CSR to do the transfer for me. Tonight there was no transfer done at all. 

3. Tonight I got a supervisor XXXX who then proceeds to tell me that I first have to log into the account I want to do the transfer to & then do the transfer. I'm like WHAT??? 

Are you kidding me? I'm already in the account & there's NO WAY for me to choose which account I want to do the transfer to BECAUSE you still don't have a list of account numbers along with the nick names. 

I NEVER EVER had any issues with the old site. You clicked on list of accounts, it showed you the ENTIRE LIST with the numbers along with your nick names. THIS SITE doesn't do that. 

So they now expect me to GUESS at which account I want to transfer to OR click on every single single entry & go thru 8 entries just to guess which account is which & which one I want. 

I have no way to see the entire list in one SHOT because they REFUSE to fix the problem??? 

When I was getting upset ( I was NOT swearing ), XXXX then interrupts me & tells me to act professional otherwise she's going to hang up on me. 

So now Amex is telling me how I have to behave like you are my parent? I don't have the right to get upset after wasting 3 days of my life & countless hours for the last 4-6 months & then I'm threatened because you ruined the website & when you tell me I have to go around in circles just to create a transfer, I'm not allowed to get upset? 

You are trying to control my behavior & I won't tolerate that XXXX behavior. If you can't handle a customer being upset & appalled that you ruined the site, then you shouldn't be in the job of dealing with customers. 

On the last site I have been using since 2017, I never had ANY problems. I could do a transfer within 2 minutes or less. 

I want someone high up in the company. 

No one knows what's going on there, a manager never called me back the last time, & these bug fixes still haven't been fixed & I once AGAIN can't do a transfer. 

XXXX

Company response to consumer: Closed with explanation