Consumer complaint received 2026-03-18 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
Since my original complaint, the situation has continued to deteriorate with additional concerning developments. I have now experienced multiple instances where I was placed on hold by American Express customer service representatives for extended periods of time, with no return to the call. On more than one occasion, I remained on hold for a significant duration only to have the call effectively abandoned without resolution. In addition, I have been repeatedly told that a supervisor would return my call within XXXX to XXXX hours. These commitments have not been honored. As of now, multiple promised callbacks have not occurred, and no supervisor has contacted me. This pattern of behavior has made it extremely difficult to resolve the issue and raises concerns about whether I am being intentionally delayed or cycled through a process without any real intention of resolving the matter. At the same time, the original issue remains unresolved. I continue to be told that my bank statements are being rejected for inconsistent and shifting reasons, despite the fact that they were downloaded directly from my banks official portal. My financial institution has confirmed that the format of these statements is standard and that certain requested details, such as full account numbers, are not included for security reasons. I have now made numerous attempts to comply, including multiple document uploads and repeated calls, yet I am still being denied access to my funds and am unable to close my account until this issue is resolved. Additionally, I have identified other customers experiencing the same issue, including identical rejection language and repeated resubmission cycles. This indicates that this may be a broader systemic issue rather than an isolated case. At this point, this is no longer a customer service issue. It is a failure of process, communication, and resolution that is directly impacting my ability to access my own funds. I am requesting immediate escalation and resolution, including a clear and consistent explanation of what is required, and the removal of any restrictions once valid documentation has been provided. Through discussions with other individuals on public forums and online chat groups, I have identified multiple customers who are experiencing the same issues I am encountering. Specifically, they report identical document rejection reasons, repeated requests to resubmit valid bank statements, prolonged delays, and lack of follow-through from customer service, including missed supervisor callbacks. The consistency of these experiences strongly suggests that this is not an isolated incident, but rather a broader systemic issue within American Expresss verification and account handling process. Our money is being held by American Express, violating consumer laws with no clear explanation. They obviously have a issue with their process and system and consumers are feeling the pain of not having access to their money.

Company response to consumer: Closed with explanation