Consumer complaint received 2025-03-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: AMERICAN EXPRESS COMPANY
State: AZ

Complaint narrative:
On XX/XX/XXXX, I initiated a wire transfer of {$23000.00} from my American Express Rewards Checking account to a Title Company as a down payment and closing costs for my first real estate purchase. I came back to the states after a XXXX XXXXXXXX in XXXX and this was my chance to start a homeowners journey but AMEX infringed on that. This transaction was essential for a scheduled closing on the morning of XX/XX/XXXX. 

Despite confirmation from American Express on XX/XX/XXXX, at approximately XXXX XXXX that the wire transfer was proceeding, the funds were not received by the intended recipient. Upon further inquiry at approximately XXXX XXXX on the same day, American Express informed me that they were unable to release the funds, providing no explanation or resolution. AMEX also restricted my account and put my real estate transaction in serious jeopardy. Not to mention, I had to cancel cleaners, HVAC contractors, general contractors, installers, security systems installers, inspectors, pest control, and other scheduled services at the home since I was not able to close on my home on Monday morning as planned. Additionally, it has delayed a used vehicle transaction I had reserved at the local dealership as I do not have a car and was waiting on my home closing to be able to purchase. 

Subsequently, with AMEX on the phone, I attempted two additional wire transfers of {$23000.00} and {$10000.00}, respectively, to the same recipient, each of which eventually failed without any explanation. I repeatedly express to AMEX that I wanted my funds transferred to my recipient or other personal bank accounts immediately and they stated they could not help in a timely manner. American Express charges a {$20.00} fee for each of these unsuccessful wire transfer attempts, totaling {$60.00}. 

On XX/XX/XXXX, I made repeated attempts to contact American Express for resolution, following their instructions. Despite numerous calls between throughout the day, American Express failed to provide a solution, an explanation, or a timeline for the release of my funds. 

On XX/XX/XXXX, I called AMEX at XXXX as they instructed on XX/XX/XXXX and they told me I had to call back at XXXX MST. I called AMEX at XXXX and they instructed I call back at XXXX. I call at XXXX and AMEX gives me the same news as the day before : My wire transactions are not able to be processed, they did not know why, and they did not have a completion timeline to provide me. I could not move any of my money and the wire transfers kept falling off my transactions automatically. My account kept getting restricted for no explained reason. None of the wire transfers were successful

on AMEX 's end and after over 15 phone calls and hours of phone deliberations, no actions from AMEX resulted in me never receiving any sort of money. As a direct result of American Express 's failure to process the wire
transfers and their subsequent inability to provide a resolution, I was unable to close on my real estate purchase as scheduled on XX/XX/XXXX. This failure caused significant financial and emotional distress. 

Furthermore, American Express unreasonably restricted access to my funds, preventing me from utilizing alternative methods to complete the real estate transaction. I was forced to initiate ACH transfers to another bank, which were not immediate and further delayed the potential for closing. American Express 's actions constitute a breach of contract, negligence, and other potential violations.

Company response to consumer: Closed with explanation