Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: AMERICAN EXPRESS COMPANY
State: CT

Complaint narrative:
I have an XXXX XXXX XXXX XXXX XXXX Account that has been restricted for approximately one month due to identity verification requirements. A total of {$27000.00} was deposited into the account from XXXX XXXX XXXX XXXX XXXX and checking accounts between XX/XX/year> and XX/XX/year>. The account restriction was placed on XX/XX/year>, several months after my initial deposits. When I contacted American Express on XX/XX/year>, I was informed that the restriction was due to routine verification processes. Since the restriction was placed, I have attempted identity verification multiple times through both XXXX and XXXX. I completed XXXX XXXX attempts, both of which failed without explanation. I also completed XXXX XXXX attempts beginning XX/XX/year>, including meetings with XXXX separate notaries between XX/XX/XXXX and XX/XX/XXXX. During the final XXXX meeting, the notary had me swear that the information and documents provided were truthful and accurate, which I did. I then asked whether further meetings would be necessary and was informed that they were not, and that the necessary information would be forwarded to American Express. Despite this, my verification process has not been completed. XXXX later closed my ticket on XX/XX/XXXX and subsequent meetings have been automatically cancelled. I have informed American Express of this on multiple occasions, but I continue to be directed back to XXXX and instructed to keep trying, even though the ticket has been closed and XXXX has stated they are unable to assist further without additional authorization from American Express. On XX/XX/year>, after several calls between XXXX and America Express, XXXX informed me that another meeting could occur if American Express issued a new order. When I contacted American Express the same day, I was told they could not do so. I also requested escalation and asked to speak with a supervisor, but was informed that this could not occur until verification had been completed. In at least one verification attempt, the system was unable to properly generate or complete knowledge-based authentication ( KBA ) questions associated with my Social Security XXXX XXXX The process terminated without explanation, and I have repeatedly been told that American Express can not disclose additional information regarding the verification failure until verification is successfully completed. I have asked about alternative verification methods, including in-person notarization or additional verification procedures, and was informed that only XXXX and XXXX are accepted and that no alternative process is available. They have denied me more attempts through XXXX as only XXXX attempts are allowed and I failed both. I have also requested closure of the account and return of the funds to my XXXX XXXX XXXX accounts. American Express informed me this could not occur until verification was completed. One agent from American Express told me I could recall my funds back to XXXX XXXX XXXX, and when I tried to do that, XXXX XXXX XXXX told me they can not proceed with that process because my transactions were authorized and completed and the money is now with American Express. At this point, I have made extensive efforts to cooperate with the verification process, including repeated calls with both American Express and XXXX over the past month. However, I remain unable to access my funds or obtain a clear resolution path. I am effectively in a verification loop in which XXXX states additional action requires authorization from American Express, while American Express continues directing me back to XXXX without providing further clarification or escalation. I am requesting a formal review of this matter and a clear resolution path for access to my funds, including successful completion of verification, alternative verification procedures, or account closure and return of funds if vendor-based verification can not be completed.

Company response to consumer: Closed with monetary relief