Consumer complaint received 2025-01-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: AMERICAN EXPRESS COMPANY
State: MN

Complaint narrative:
I tried to transfer about XXXX from my Amex savings account to my XXXX XXXX XXXX XXXX account on XX/XX/XXXX. On XX/XX/XXXX I received a call and voicemail saying there was a fraud alert and that my account was frozen and I needed to call them back. I tried to call them back ~5 minutes after they left the voicemail and spent 20 minutes trying to call. This involved sitting on hold for 2 minutes, being told to leave a message, and then being told the voicemail box was full so I could not leave a message. That same day I called regular costumer service and they told me that we could try a 3 way call with my bank or I could upload a bank statement proving it was my account that I was transferring to for the fraud team to review. I opted for this option since I was pretty sure my bank was closed. So XX/XX/XXXX evening i had uploaded my bank statement from XXXX to the link the provided me to upload proving that the account was under my name ( even though I have transferred money to this account from Amex before ). I waited 48-72 hours and heard nothing, so I called on Saturday XX/XX/XXXX to regular customer service for an update and was told they had not reviewed it. This agent recommended that I call in the morning the next week to try and get ahold of someone with fraud since they are so busy and they are open weekdays XXXX Mountain time. I tried to call fraud tuesday repeatedly, and was given the same message of leaving a voicemail after being on hold for 2 minutes, and them being told the voicemail box was full. I called fraud again many times on Wednesday XX/XX/XXXX by just calling, waiting on hold, and repeating for probably 30 minutes. I called regular customer service and she said the formatting of the document that I uploaded was wrong on their end, and that I needed to reupload it. I asked her why I had not heard from anyone that there was a problem with the document and she just told she doesnt know the process that the fraud department goes through. She encouraged me to reupload my bank statement, and I did but it looked the exact same on my end when I saved it as a pdf as she recommended compared to how I saved it the time before. I also opted to print the document and change the location to save as pdf and upload that copy as well in case that one looked different. Ultimately they looked the same but I uploaded them both. She also tried a 3-way call with my bank but she said she could not get ahold of them. She told me to call back yesterday XX/XX/XXXX or today XX/XX/XXXX to fraud. I called on XX/XX/XXXX and this time I was able to leave a voicemail, but still could not get into contact with fraud. I called today at XXXX central time or XXXX XX/XX/XXXXmountain time immediately when they open, and waited on hold for 2 minutes, listened to the same message telling me to leave a message and then repeated this process calling them over and over for 20 minutes before I had to leave for work. Ive tried extensively to get into contact with fraud, and it seems impossible, and the regular customer service department cant seem to get me any information or help me. Its been 2 weeks since I tried to transfer my money and I have only received one call and message from them right after they put a freeze on my account. I need the money to pay my rent, and I dont know what more I can do to get fraud to listen to my calls and remove the hold from my account so I can access my money.

Company response to consumer: Closed with explanation