Consumer complaint received 2024-12-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: AMERICAN EXPRESS COMPANY
State: TX

Complaint narrative:
Subject : Complaint Regarding Inadequate Communication, Timeliness, and Fraud Alert Features in American Express High Yield Savings Account Details of the Complaint : On XX/XX/XXXX, I initiated an internal transfer of funds using the American Express secured banking application. However, on XX/XX/XXXX, I received a vague, non-descriptive email from American Express. The email provided no clear indication of the issue or any actionable steps for resolution. 

Concerned, I promptly called the number provided in the email on XX/XX/XXXX and was informed that my account had been frozen due to alleged suspicious activity associated with the transaction on XX/XX/XXXX. After verifying my identity during this call, I confirmed that the transaction had been intentionally made by me through the American Express secured application. 

Despite this, as of XX/XX/XXXX, my account remains frozen, causing my direct deposit to be rejected and returned to payroll. This has created unnecessary financial complications and stress. 

This incident highlights several significant issues with American Express 's practices : * Inadequate and untimely communication : The non-descriptive email notification provided insufficient information and was delayed, causing unnecessary anxiety and inconvenience. 
* Ineffective customer service : Despite verifying my identity and explaining the legitimate nature of the transaction, the resolution process has been prolonged and unsatisfactory. 
* Lack of in-app notification system : American Express 's secure application lacks a feature to alert users of suspicious activity via in-app notifications, text messages, or emails. This omission hinders timely resolution and increases the risk of account freezes. 
I believe that American Express 's actions in this matter violate consumer protection regulations. By failing to provide adequate and timely communication, and by implementing an ineffective account freeze process, they have caused significant inconvenience and financial hardship. 

Legal Concerns and Specific Issues : This complaint highlights the following deficiencies in American Expresss handling of the situation : 1. Lack of Adequate Communication : The initial email communication was non-descriptive, failing to provide essential details about the nature of the issue or the required actions. 

There was no timely communication between the XX/XX/XXXX and XX/XX/XXXX with clear guidance from American Express after the initial transaction, leaving the issue unresolved for weeks. 



2. Failure to Address Discrepancies Promptly : Despite verifying my identity and confirming the legitimacy of the transaction, the account freeze remains in effect, indicating a lack of effective internal procedures to resolve such matters promptly.

3. Absence of Fraud Alert and Resolution Features in the Application : American Expresss secured application lacks an essential feature for alerting consumers about suspicious activity in real-time via email or text.

The app does not provide an in-application means to resolve such issues efficiently, forcing consumers to rely on inadequate external communication channels.

4. Inadequate Customer Service Resolution Process : The internal documentation and escalation procedures during my call with customer service were ineffective in resolving the matter, prolonging the account freeze despite clear verification and affirmation of the transactions legitimacy. 


Thank you for addressing this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief