Complain about a product or service

Amex Centurion Bank

Remember when banks used to advertise a mythical creature called the "personal banker?" American Express should advertise itself as the impersonal, unreachable banker.

American Express • AmEx Blue • Platinum Card • Centurion Bank • Corporate Card --- • Account reviews • Collection policies • Declined charges • Disputed charges • Fraud • "Free card" offers • Gift cards • Incorrect charges • Merchant complaints • Payment posting • Rewards programs • Theft of identity • Unauthorized charges

FS of San Jose, CA, writes:
I submitted an application to American Express Centurion Bank for a combined Checking and Money Market Account, with an inital deposit of $5,000 as personal check payable to "Membership Banking" as instructed. My check was cleared on 05 Jan 2000. But the bank has not opened my account and refused to acknowledge that they have cashed in my check for the aforementioned amount.

The customer services reps change their statements frequently, are vague and express lack of knowledge about everything. Once the rep said the funds will be returned to me due course, a few minutes later he said he has no idea what would happen since he can't bring up my record.

It seems the bank has no record of what checks are cashed in by them, and poor management of correlation between new account applications and initial deposit checks. I have been instructed to mail a copy of the check to a PO Box in West Viginia, and 'that would help expedite the matters. I am in the process of obtaining a copy of the check.

My concern is that even when I have presented a copy of the check I might have problems getting my funds since these guys apparently don't keep any records. The response of this bank to my various calls has been perfunctory and dismissive. This is a very agonizing experience since $5000 is my hard earned savings and means a lot me.

I can hardly sleep at night. $5000 is a result of about an year of slogging at work and depriving oneself of verious comforts. I feel devestated, helpless.

JH writes:
Attached is a letter I sent to American Express Centurion Bank.

April 15, 2000

Mr. Don E. Nielsen
Vice President
American Express Centurion Bank
PO Box 1195
Moundsville, WV 26041-3195

Dear Mr. Nielsen:

In mid-March, I sent you Check #1352 drawn on my account at Chevy Chase Bank FSB in the amount of $500 to open a Membership Banking account with you. I did this after reading the promises made on your Web site and successfully completing the online application there provided.

On March 26, you cashed said check and converted my funds.

On March 29, you sent me an exceptionally rude and dismissive letter stating that you "will not be able" to open an account in my name. The fact that I have been an American Express cardholder for nearly 30 years apparently does not entitle me to even the most rudimentary business courtesy.

More significantly, to date you have not returned my $500. Nor have I been able to contact your organization, since all calls are answered by voice mail and there is no option to leave a message.

I believe that you have unlawfully converted my funds to your use in contravention of Federal banking regulations and that this act may also violate numerous Federal and state consumer fraud statutes.

Demand is hereby made for the immediate return of my funds. If payment is not received by April 30, legal action will be immediately commenced.

These gentlemen tell us they got their money back after several weeks of calling and writing. Neither is very happy about the experience.

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