Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: AMERICAN EXPRESS COMPANY
State: TX

Complaint narrative:
To Whom It May Concern : I am submitting a formal complaint regarding the handling of a deceased account beneficiary process with American Express National Bank for multiplel CD and Savings accounts. The experience has been unnecessarily difficult, inconsistent, and, at times, illogical - resulting in repeated delays, conflicting instructions, and potential financial harm to a minor beneficiary. My father passed away in XXXX, XXXX. Both myself and my minor son are listed as beneficiaries on his accounts. On XX/XX/XXXX, I completed and mailed all documents initially requested, including : Deceased Letter of Instruction ( for both myself and my minor son ) Copy of my drivers license ( front and back ) Certified death certificate Certified birth certificate for my minor son Shortly thereafter, the original envelope and death certificate was returned to me with no explanation. In XXXX, after calling for clarification, I was informed that an Affidavit of Identity was also required. This requirement had not been previously communicated. I completed and mailed the document on XX/XX/XXXX, along with a cover letter explaining the submission. On XX/XX/XXXX, I received my original envelope and Affidavit of Identity back, again with no explanation. When I called, I was told the document had not been received- despite the fact that the envelope had clearly been opened and returned to me by the institution. In addition, the cover letter was kept but the Affidavit of Identify was sent back indicating the contents of the envelope were reviewed. I was then instructed to resend the document, but specifically told not to include a cover letter explaining the contents. After complying, payment for my portion was eventually issued on XX/XX/XXXX and my father 's accounts were closed. However, my sons portion remains unresolved. On XX/XX/XXXX, I contacted the institution again and was then informed- for the first time - that a separate Affidavit of Identity for a minor was required. This document is not available on their website and had to be emailed to me directly. At that time, I explicitly asked if any additional documentation was required and was advised to resend all materials again just in case. I complied and mailed a complete package, including all previously submitted documents and the newly required minor affidavit. On XX/XX/XXXX, I received another package from the institution. My original envelope had been opened, some documents were removed, and others- including the death certificate and both identity affidavits ( including the minor affidavit ) - were returned to me without any explanation. On XX/XX/XXXX, I spoke with a representative who stated that the deceased department indicated I had not submitted the minor affidavit. This is demonstrably incorrect, as the document was included in the package the team opened, partially processed, and returned. At this point, I have : Submitted the same documents multiple times Received incomplete and inconsistent instructions Had documents returned without explanation Been told documents were not received when they were clearly opened and handled by the deceased department team and then sent back to me This process has caused unnecessary stress during an already difficult time and reflects a lack of internal coordination and accountability. Additionally, the accounts have been closed, and my sons funds are not being disbursed. As a result, these funds are no longer earning interest and are effectively being held without resolution, causing ongoing financial impact. I am requesting the following : 1. Immediate assignment to a qualified escalation specialist or case manager 2. Prompt processing and disbursement of my sons beneficiary funds 3. Explanation for the repeated mishandling and return of submitted documents 4. Confirmation that no further unnecessary delays will occur Thank you

Company response to consumer: Closed with explanation