Consumer complaint received 2024-02-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
American Express, I am writing to request assistance with my American Express XXXX XXXX XXXX  Accounts. I had XXXX accounts XXXX XXXX XXXX  with a Balance of {$2700.00} and XXXX  fund with {$410.00} On XX/XX/XXXX I contacted Amex XXXX expecting an automatic transfer to have been delivered to each account {$200.00} and {$100.00}, which I was told the account has been restricted I asked why, and why was I not notified and why did this happen. I then asked to speak to a supervisor. I was told the request would take XX/XX/XXXX hours. I called back later that evening to get more information and none was provided, except it was a business decision and the accounts are closed. XX/XX/XXXX no supervisor call back, called again and spoke to XXXX. She regurgitated the same information about the account being restricted and that it was a business decision. I asked about the funds in both accounts. She stated my transferring bank needed to request the funds. I requested to speak to another supervisor and was told XX/XX/XXXX hour request. XX/XX/XXXX no supervisor call back. Called Amex XXXX again this time with the information given by my primary bank that stated the account holder ( AMEX XXXX ) is the holder of the account, if they closed the account needs to write a check to me for the funds. XXXX was not pleasant after explaining and asking to not continue to be placed on hold or leave the line without speaking to a supervisor she hung up on me. On XX/XX/XXXX I wrote XXXX letters : one letter to corporate and to the bank. Unfortunately again, no response. XX/XX/XXXX called again this time asked to speak to someone in consumer protection. I spoke with XXXX, he went over the notes that the account was closed and and it was a business decision. Also stated the accounts could not be reopened. I asked how will I get the funds in the accounts. He said they will mailed out tomorrow XX/XX/XXXX and should arrive in XXXX business days. The accounts have also been removed the application and I am no longer able to view the accounts. Today XX/XX/XXXX the funds have not arrived. Called Amex again on XX/XX/XXXX, spoke to XXXX who informed me the checks had not been sent due to additional information being needed. I asked why I have not recieved any notification via email, text, or mail requesting any documentation. She just apologized without any explanation. She confirmed my address and account balances : XXXX fund- {$2700.00}, XXXX fund- {$410.00}. Said I would need to wait XXXX days. I feel like this is another run around to not get my funds. 
I have pleaded with every representative I have spoken with for the past couple of weeks to give me assistance. I requested to speak to a supervisor on every call and the response has been we will put in a request and you need to wait XX/XX/XXXX hours. Each time I waited the 2 days I never got a call back. This is another attempt to get help.

Company response to consumer: Closed with monetary relief