Consumer complaint received 2026-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I closed my American Express checking account number XXXX on XX/XX/XXXX. At the time of closure my balance was {$4200.00}. The following is a documented timeline of my attempts to receive these funds : XX/XX/XXXX Account closedXXXX XXXX check issued and mailed to my address on file. XX/XX/XXXX Called American Express regarding non-receipt of check. Call duration XXXX XXXX XXXX XXXX XX/XX/XXXX Completed and returned stop payment indemnity agreement via email same day. XX/XX/XXXX XXXX check issued and mailed to updated address. XX/XX/XXXX Called American Express regarding non-receipt of XXXX check. Call duration XXXX minutes. XX/XX/XXXX Called American Express for status update, duration XXXX XXXX XXXX XXXX Sent follow up email same day. XX/XX/XXXX Called American Express, duration XXXX minutes. Explicitly requested ACH or wire transfer as alternative to check delivery. Request was not accommodated. XX/XX/XXXX Called American Express, duration XXXX XXXX XXXX XXXXes. Again explicitly requested electronic transfer option. Request was again not accommodated. XX/XX/XXXX Submitted XXXX stop payment indemnity form via email. This was my last contact with American Express prior to their XXXX check issuance. XX/XX/XXXX American Express mailed check number XXXX dated XX/XX/XXXX. XX/XX/XXXX Check number XXXX arrived and was received. XX/XX/XXXX Deposited check number XXXX for {$4200.00}. XX/XX/XXXX Check number XXXX returned unpaid by American Express. XX/XX/XXXX Called American Express, duration XXXX XXXX. Submitted another indemnity form via email. During this call I was informed for the XXXX time that a XXXX check numbered XXXX had been issued dated XX/XX/XXXX XXXX day before check XXXX. I had no contact with American Express between XX/XX/XXXX and this call. American Express spontaneously issued XXXX checks on consecutive days in XXXX without any request or contact from me, which directly caused my deposited check to be returned unpaid through no fault of my own. American Express has been unable to provide me with confirmation of whether check XXXX was delivered, the current status of any outstanding checks, or which check number represents the current valid issuance. They can not tell me which check to look for or confirm whether XXXX is still in transit. I have now spent over XXXX XXXX on the phone with American Express across XXXX documented calls spanning XXXX XXXX I have submitted multiple stop payment indemnity forms. I have XXXX explicitly requested electronic transfer via ACH or wire and been denied without explanation. American Express 's own internal error issuing XXXX checks on consecutive days in XX/XX/XXXX directly caused my deposited check to be returned unpaid. American Express has held {$4200.00} of my money for over XXXX XXXX since account closure with no successful delivery and no viable resolution offered. I am a recently retired military veteran currently without income while my federal retirement pay processes. These funds are urgently needed for basic living expenses. I am requesting immediate resolution via ACH or wire transfer of {$4200.00} to my bank account and written confirmation of the transfer date within XXXX business days. I do not want another check issued under any circumstances.

Company response to consumer: Closed with monetary relief