Consumer complaint received 2025-03-06 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: AMERICAN EXPRESS COMPANY
State: MD

Complaint narrative:
Summary : I opened a balance transfer credit card with XXXX. XXXX mistakenly marked the ( correct ) account number provided as the wrong financial institute - American Express instead of XXXX. XXXX mistakenly mailed a check to American Express, which they cashed. American Express is now refusing to return these funds. Both XXXX and American Express are bouncing me between each other, claiming the other holds responsibility. Meanwhile, I have a new credit card with a {$7100.00} ( +fees ) balance, and I have not received the funds for which the check has been cashed. 


XX/XX/year> - A balance transfer credit card was opened & approved with XXXX. 
- XXXX mistakenly listed my card type as an American Express card. 


XX/XX/year> - XXXX mailed a check to American Express at the below address : XXXX XXXX XXXX XXXX XXXX, CA XXXX - My correct name and account number are listed on the check, however, I have never had an American Express account. The account number provided is correct, but is an account number with XXXX. 


XX/XX/year> - This check was cashed by American Express, according to XXXX - XXXX this time, I was unaware of what was happening. 


XX/XX/year> - I noticed that the funds were charged to my new balance transfer credit card with XXXX, but that my XXXX had not been credited. 
- I reviewed the transfer details again, and noticed that XXXX had listed my " card type '' number as American Express. 
- I reached out to XXXX to get a status update, and this was my first impression that something was amiss. I requested a stop-payment for the check during this phone call. 


XX/XX/year> - I reach out to XXXX for a status update on the stop-payment. This is when I am first told that the check had already been cashed, and that it was my responsibility to reach out to American Express to retrieve the funds. 


XX/XX/year> - I call XXXX back to confirm this information that it is American Express who needs to return the funds since they cashed the check. 
- I call American Express and speak to a very kind woman who helps escalate things the best she can, but ultimately bounces me back to XXXX and tells me it is their responsibility to resolve it since I do not have an American Express account. 
- Throughout all of my phone calls with American Express, I have been told that it is impossible ( even illegal in later calls ) for them to cash a check without an AMEX account number attached to it. For that reason, they refused to escalate things beyond the first person on the call. 
- I call back XXXX and ask to elevate the situation. I ask that XXXX assist me in contacting AMEX on my behalf to help resolve it. 
- I am told to call back on XX/XX/XXXX for a status update on this. 


XX/XX/year> - I call XXXX for a status update, and was told again that Fidelity could not help me. The check had been cashed, and it was now American Expresss responsibility to get the funds back to me. 
- Several more phone calls occurred this day between XXXX and American Express. 
Every phone call passed the responsibility to the other organization. Every phone call with AMEX, to this point, has ended with them telling me it was impossible/illegal for them to cash the check, and that it was impossible for me to escalate things as I didnt have an account with them. 
AMEX has refused any inquiry on who to send a copy of the check. 
AMEX has refused any attempt to escalate the case. 
AMEX has refused any attempt to connect me with someone who could assist me or help investigate. 
AMEX has stone-walled me up to this point.

Company response to consumer: Closed with monetary relief