Consumer complaint received 2025-06-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: AMERICAN EXPRESS COMPANY
State: TX

Complaint narrative:
XXXX decided to drop me as a client XX/XX/XXXX with absolutely no notice or attempt to inform me. I found out because I could not longer log into my account XX/XX/XXXX, I called to get help logging in and that's when they told me my account no longer exists. The first representative ( XX/XX/XXXX ) told me I had to go to XXXX  XXXX XXXX and do a recall on all of my transfers into my account in order to get my funds back. I called XXXX  since I was on XXXX XXXX XXXX XXXXXXXX with no resolve and decided to go in after I had XXXX XXXX to handle it in person. I went up to XXXX  ( XX/XX/XXXX ) and they said they not only don't do that, but that they have never heard of that process before and suggested filing fraud. before I went that route I called XXXX back that day and got them to agree to send a cashiers check through the mail and told me to expect it 7-10 business days later. I called on the 10th business day ( XXXX ) and they told me they meant to tell me 10-14 business days, so I waited the extra 4 business days. When I still didn't receive the check I called back and spoke with a woman named XXXX  who was able to reissue a new check and personally called me back the next day to ensure me the new check was in the mail and I would have it in 10-14 business days. On the 14th business day ( XX/XX/XXXX ) I called back and the rep on the phone told me they meant to tell me 15 business days. So I waited the 1 business day and called them back only for XXXX in escalations ( XXXX ) to tell me I had to fill out a cancel check form and she would overnight another new check with a tracking number and that tracking number would be available the next day and she would call and give it to me. She did not call the next day, so I took it up on myself to call to get the tracking number only for XXXX to tell me it was sent out rush and there would not be a tracking number and to expect it in 2-3 business days. I called back on the 5th business day ( XX/XX/XXXX ) and he said they reissued a new check ( without me talking to anyone about it prior to them doing this or no stop check form being signed ) and to now expect this new check in 10-15 business days. This has been a loop and have been given the same scripted excuses and false promises and lies since XXXX where I have gotten the same results, with conflicting information, no resolution, no one has given me another way to receive my money and I have been given the run around far too long. I have been in contact with them 15 times with countless representatives whom have not been able to solve this issue, meanwhile I was on XXXX, gave XXXX XXXX XXXX XXXX and forced to go back to work 2 weeks XXXX XXXX for the sheer urgency to make money to be able to pay bills and feed my kids. I am a single Mom and have busted my butt for the money American express has withheld from me. I have not only been robbed of my own money, but have been robbed of a peaceful recovery and time to bond with my XXXX. This issue has caused hardship for myself and family and has had a snowball effect in other areas of my life with as much as effecting my credit score. I am seeking help for resolution and to escalate this so I can resume my life as normal and start to pay back my debts that XXXX XXXX indirectly has gotten me into. Since they closed my account, I can not log in to be able to upload any documents, but I do have time stamps of phone records as well as a recording on my end of the incompetency.

Company response to consumer: Closed with monetary relief