Consumer complaint received 2023-09-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
On XX/XX/XXXX, I used the " send & split '' feature in the American Express ( Amex ) app to request {$930.00} USD from my husband through XXXX. My husband accepted the request which transferred the money from his XXXX to my XXXX. XXXX XXXX automatically transferred {$930.00} to AMEX and it was properly credited to my AMEX account from XXXX on XX/XX/XXXX. ( XXXX Transaction ID : XXXX ). This is how the send & split feature is supposed to work. 

However, in an email correspondence from XXXX on XX/XX/XXXX XXXX from XXXX stated the following. " In XXXX, XXXX had some technical issues where some transactions were duplicated. '' Due to this technical issue, on XX/XX/XXXX the request for {$930.00} was duplicated to my husband 's XXXX account and he responded to the request, thus withdrawing another {$930.00} from his XXXX which was successfully transferred into my XXXX account as verified by XXXX Transaction ID : XXXX. As soon as the money entered my XXXX account it was automatically transferred by XXXX to AMEX under XXXX Transaction ID : XXXX. However, this money never was credited to my AMEX balance. Therefore, I am owed {$930.00}. 

I contacted XXXX on more occasions than I can count to resolve the issue. Upon review of XXXX XXXX Office of Executive Escalations in an email on XX/XX/XXXX they stated " XXXX successfully sent the {$930.00} USD payment to your external wallet AMEXP2PPASS ending XXXX. '' I asked XXXX to clarify what this AMEXP2PPASS account was, as it did not match my AMEX account number. XXXX 's response on XX/XX/XXXX stated : " The account ending in XXXX is AMEXP2PPASS. This is an external wallet with American Express. XXXX does not own that account and can not provide instructions on how to access it as it would be with American Express. '' Upon requesting more information on this account on XX/XX/XXXX XXXX stated : " Due to the privacy and security of our customer accounts we are unable to see the full account number. However the last four are XXXX. '' Followed by the statement " We successfully sent the money to the account mentioned above and we do not have the funds in our possession. '' I then contacted AMEX on various occasions to resolve the issue. AMEX requested the following information : " If you paid with a non-American Express online account/third-party vendor or bank/wire transfer, please send a transmittal form, which you can obtain from your financial institution. The transmittal form should include the bank routing and transit numbers as well as the American Express account number to which the money was credited. '' When I contacted XXXX to obtain such information their response was : " As XXXX is a payment platform, we do not have a routing number that we can share. We only act as a medium through which transactions can be processed. '' I shared this information with AMEX and I uploaded all the correspondence I received from XXXX to help clarify the issue. Yet, AMEX closed my case three times with no outcome.

Company response to consumer: Closed with explanation