Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #8762424
Complaint Overview
Complaint ID: 8762424
Company: American Express Company
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
State: Massachusetts
ZIP Code: 024XX
Date Received: 2024-04-12T12:00:00-05:00
Date Sent to Company: 2024-04-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I made a payment from my XXXX account to my American Express credit card on XX/XX/XXXX for {$600.00}. Generally, XXXX offers the option to issue the payment as either a Wire Transfer or a Real Time Payment. For some reason, their mobile app automatically routes the transaction through the Real Time Payment network, so my payment was issued as an RTP, which according to XXXX, is settled immediately. On the American Express side, they claim that they can not locate the payment and asked for a document providing confirmation of the settled transaction, which they provided. Now, American Express says that the funds were returned to XXXX on XX/XX/XXXX, but XXXX can not locate the funds on their end, stating the following : " Please provide a tracking number or reference number for the return of the funds. We can not locate the funds without a reference number. Please note, the reference number listed in the letter from American Express is their internal case number, not a number related to the transaction. '' On XX/XX/XXXX, American Express shared documentation they claim is proof of payment but the information is incomplete and makes no sense. The documentation shows the details of the debit account but has no information on the credit account, other than " XXXX ''.
Frequently Asked Questions
What is Complaint #8762424 about?
Complaint #8762424 was filed against American Express Company regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. It was received by the CFPB on 2024-04-12T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.