Consumer complaint received 2025-01-25 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
On XXXX XXXX, XXXX I initiated a transfer of IRA funds from American Express because Amex informed me that they were closing all IRA savings and a new home for the funds would be required. I opened a XXXXXXXX XXXX XXXX  XXXX to receive the funds. Although the paper work was correct and received by both XXXX and Amex ( both banks confirmed accuracy ), Amex check was not distributed until XXXX XXXX, XXXX and never arrived at XXXX. I checked numerous times with both institutions. Amex informed me that the delay was all do to the holidays -- twice. The IRA only had XXXX days to be funded. On XXXX XXXX, XXXX I called Amex to find out about the problem with the funding. I was told by a supervisor communicating with the " IRA back office '' that I should stop payment on the check and initiate an internal transfer to XXXX of my traditional Amex savings accounts in order to personally distribute the funds to an approved IRA account at another bank. This call took XXXX. I received a call later that day stating that the information I received was *incorrect* and I could not proceed as previously directed. I have the voicemail. On XXXX XXXX, XXXX XXXX XXXX was under evacuation orders so I had to wait to call back on XXXX XXXX to ask for clarification. I was told that the original info was actually correct and the voicemail was wrong. I asked the agent to verify this before proceeding and he did numerous times with the same " IRA back office ''. That agent also verified that Amex had received the check returned, and that I should complete a stop payment as well as the documents for an internal transfer. I again asked him to verify that we were following the correct procedure and he did. The agent then walked me through the forms and he consulted numerous times with the " IRA back office '' to ensure they were done correctly ( everyone consults with the back office, but no one from there would actually talk to me ). I received a link to turn in scans of the completed forms. On XX/XX/XXXX I received a message to call Amex. On XX/XX/XXXX, after 2 days of fire evacuation, I called Amex only to be told the info I received on the XXXX XXXX was wrong and I was also informed that the forms didn't come through correctly. They told me the stop payment was blank ( it was not -- see attached ). And that the transfer info was " incomplete ''. It was not, it was filled in step by step with supposed 'back office ' input ( let me know if that is needed ). I asked if the Amex agent could confirm they have my funds and they could not. They also could not assist in filling out the forms the right way ( I'm still not sure which way that is... ) because they are not " trained to do that '' -- wait, but I am?? So, I'm not sure where my funds are and I am not sure how to get them because I have received conflicting information on what to do and no one with authority will assist me. It stands to reason that Amex has my funds since the transfer check was never cashed, but I can not see those funds because the IRA savings account was closed when the transfer was initiated to XXXX and I no longer have access to that account. Where exactly are they housing the funds from incomplete transfer? These funds are not available for my view, my use, or a personal transfer and they are not earning any interest for me. And now it is my job to call back *again* during my work hours ( that will be call XXXX ) to take a chance on yet another set of incorrect directions. I just want my money to be accessible to me but no one at Amex can seem to be able to get that done. At this point, I think they just want me to walk away and let them keep these funds.

Company response to consumer: Closed with monetary relief