Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: AMERICAN EXPRESS COMPANY
State: TN

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, Tennessee XXXX XXXX XXXX XX/XX/year> Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX XXXX DC XXXX RE : FORMAL COMPLAINT American Express National Bank ( XXXX ) XXXX XXXX ID : XXXX TO WHOM IT MAY CONCERN : I am filing this formal complaint against American Express National Bank ( XXXX ) for false account statements, failure to provide required fee disclosures, denial of supervisor access, failure to notify me of unauthorized third-party withdrawal attempts against my account, and transaction visibility delays that prevented me from exercising my rights under federal consumer protection law. NOTE : I previously filed a complaint with the Office of the Comptroller of the Currency ( OCC Case No. XXXX ) regarding these same violations. The OCC referred my complaint to the CFPB as the primary supervisory agency for institutions over {$10.00} XXXX in assets. I am therefore refiling directly with the CFPB as directed. COMPANY INFORMATION : American Express National Bank ( XXXX ) XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, UT XXXX XXXX www.americanexpress.com Account ending in : XXXX STATEMENT OF FACTS : XXXX. FALSE ACCOUNT BALANCE INFORMATION An American Express National Bank representative falsely told me my account had a XXXX balance during a call in XX/XX/year>. I have a timestamped screenshot taken the same day showing my Social Security direct deposit had been present in the account for XXXX days at the time of that statement. This constitutes a bank representative providing materially false account information to a consumer. XXXX. REFUSAL TO PROVIDE FEE SCHEDULE XXXX / XXXX XXXX VIOLATION I contacted XXXX on multiple occasions requesting a fee schedule and an explanation for a discrepancy between my reconciled balance and the bank 's records. Representatives refused to provide this information on each occasion. The Truth in Savings Act ( XXXX / XXXX XXXX ) requires clear disclosure of fees and account terms upon consumer request. XXXX 's repeated refusal to provide this information is a potential violation of this requirement. XXXX. DENIAL OF SUPERVISOR ACCESS AND BROKEN CALLBACK PROMISE I requested to speak with a supervisor on multiple calls and was denied each time. A supervisor callback was specifically promised for a prior Saturday and was never received. This pattern of denial and broken promises constitutes a failure of basic customer service obligations and responsive complaint handling. XXXX. TRANSACTION VISIBILITY LAG REGULATION XXXX VIOLATION My AENB account consistently experiences transaction visibility delays of XXXX to XXXX business days far exceeding the standard XXXX to XXXX business day pending period used by other financial institutions. In the specific dispute referenced below, the transaction lagged from XX/XX/XXXX through XX/XX/year> a full 6 days preventing me from identifying and responding to unauthorized third-party withdrawal attempts within the required dispute window under Regulation XXXX ( Electronic Fund Transfer Act, 12 CFR 1005.11 ). XXXX. FAILURE TO NOTIFY CONSUMER OF INTERNAL FRAUD FLAG On XX/XX/year>, XXXX ( a XXXX XXXX XXXX subsidiary ) made multiple unauthorized electronic withdrawal attempts of {$600.00} against my XXXX account ending in XXXX, in connection with XXXX Transaction ID : XXXX and XXXX XXXX ID : XXXX. An XXXX representative subsequently confirmed verbally that these attempts triggered an internal fraud flag on my account on XX/XX/year>. Despite flagging this activity internally as potential fraud, XXXX : Failed to notify me proactively of the unauthorized attempts or the internal fraud flag Took no action to block or prevent subsequent unauthorized withdrawal attempts by the same party on XX/XX/XXXX and XX/XX/year> Sent only a generic failed transaction notice on XX/XX/year> XXXX days after the initial unauthorized attempts with no explanation of the nature or number of attempts Provided no clear written explanation when I contacted them for clarification across multiple calls This failure to act on their own internal fraud designation allowed continued unauthorized access attempts against my account and directly prevented me from filing a timely dispute under Regulation XXXX. XXXX. CONFLICTING INFORMATION ACROSS MULTIPLE CALLS Across XXXX separate calls, XXXX XXXX provided conflicting information about the same transactions. XXXX representatives refused to answer direct questions about account activity including overdraft fees. This pattern of inconsistent and incomplete information caused significant confusion and harm during an active dispute. RELEVANT TIMELINE : XX/XX/year> {$600.00} XXXX payment initiated from XXXX account ending in XXXX. XX/XX/year> XXXX confirms transaction XXXX. Simultaneously, multiple unauthorized {$600.00} withdrawal attempts made by XXXX against my XXXX account. XXXX internally flags as potential fraud but does not notify me. XX/XX/year> Separate {$150.00} XXXX transaction completes successfully, confirming account was in good standing. XX/XX/year> XXXX sends generic failed transaction notice, Reference ID XXXX. This is my first notification of any problem XXXX days after the initial unauthorized attempts. XX/XX/year> Additional unauthorized {$600.00} withdrawal attempt by XXXX. Fails. XX/XX/year> Additional unauthorized {$600.00} withdrawal attempt by XXXX. Fails again. XX/XX/year> XXXX begins collection activity claiming unpaid balance despite transaction showing XXXX in their own system. XX/XX/year> ( multiple dates ) Multiple calls to XXXX requesting explanation, fee schedule, supervisor access. All requests refused or unanswered. RELEVANT LAW : Truth in Savings Act ( XXXX / XXXX XXXX ) : Requires clear fee disclosure upon consumer request. XXXX refused to provide a fee schedule on multiple occasions. Regulation E ( Electronic Fund Transfer Act, 12 CFR 1005.11 ) : The XXXX transaction visibility lag and failure to notify of unauthorized attempts prevented timely dispute filing within required timeframes. XXXX XXXX Standards : Requiring accurate record-keeping, proactive fraud notification, and responsive complaint handling. DOCUMENTATION AVAILABLE : Timestamped screenshot showing Social Security deposit present in account contradicting representative 's XXXX balance statement XXXX XXXX failed transaction notification email XX/XX/year>, Reference ID XXXX XXXX failed transaction notification email XX/XX/year> XXXX email confirming transaction Complete XX/XX/year> Written confirmation from recipient ( licensed CPA and Attorney ) on official law firm XXXX XX/XX/year> XXXX referral letter Case No. XXXX, dated XX/XX/year> XXXX XXXX mail tracking receipts confirming delivery to XXXX XXXX department DESIRED RESOLUTION : Formal investigation into the XXXX representative who provided false XXXX balance information Directive requiring XXXX to provide a complete fee schedule and full account audit upon consumer request Formal examination of XXXX 's transaction visibility lag and its impact on consumer dispute rights under Regulation XXXX Investigation into XXXX 's failure to notify me of their own internal fraud flag and subsequent failure to prevent additional unauthorized withdrawal attempts Written confirmation from XXXX of all transaction activity on my account for the period XXXX XXXX XXXX I have a timestamped screenshot showing my actual balance contradicting the representative 's statement and am prepared to submit all documentary evidence referenced above upon request.

Company response to consumer: Closed with explanation