Consumer complaint received 2024-05-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: AMERICAN EXPRESS COMPANY
State: HI

Complaint narrative:
I opened a American Express Rewards checking in XXXX. Do to me mistakenly notify them that it was not mine and I wanted my money back they marked it as Fraud, but never told me. They told me to contact my bank that did the ACH and ask then to ask for the money back. I contacted the XXXX my bank and asked them to request the money back. At that point I assumed everything had been taken care of. But the XXXXXXXX XXXX never told me that the return of funds was denied. So in the latter part of XXXX I was notified by American Express that I would be getting a tax form for the interest. It was at that point I realized that my money was never returned. I then contact American Express again and they repeated that I need to get XXXX to request the return. I have been contacting XXXX since early XXXX just about every week and the response is that American Express is not responding. So on XX/XX/XXXX I again contacted American Express. The respond was that the account was marked as Fraud and there was nothing that the they could do. After complaining that that dos not make sense I asked about talking to someone higher. I was told that is all they are allowed to do. I kept pressing and and finally was told that they would contact someone and it would take one business day. Then later that day they called back and said all my XXXX XXXX had to do was send a Hold Harmless form for the deposit and the funds would be returned. I asked about still talking to someone higher. I was told that that person would say the same thing. After the call I went online and tried to see if my account was there. Low and behold it was there when I had tried before and did not see it listed. I still need to get my money back and I would like to get the interest of over {$200.00}. I'm not sure if the Hold Harmless will get all my account balance or just the initial balance for the ACH. There is also a a XXXX form 1099 or interest earned which I did not included because when I tried to access the account earlier in XXXX it was not listed. Looks like they closed the account in XXXX of XXXX per the last statement listed. During all the time from XXXX neither American Express or XXXX took any extra effort to help resolve my problem for the {$5000.00}. All they know is the standard procedure and will not or can not do anything else. Since XX/XX/XXXX I have contacted American Express. These are the last few dates I have contacted them. 
XXXX XXXX XXXX money sent back to bank XXXX. Indicated that money was sent XX/XX/XXXX. It was not. 
XXXX XXXX XXXX XXXX, XXXX money sent to bank should be by XXXX XXXX, original sent on XX/XX/XXXX. I checked on XXXX no deposit. 
XXXX XXXX XXXX call XXXX said to call on Saturday In XXXX I contacted my local XXXX XXXX and asked them t request my funds as American Express told me. Apparently they tried but according to XXXX they haven't gotten any response back. 
I have been email the branch manger and the response is nothing has happen an asked that is being done but no response. 
2 year and still growing longer after I asked for my money back is too long. 
Oh yea they also created a 1099-INT for me when I never got the funds.

Company response to consumer: Closed with non-monetary relief