American Express refund into bank account

pal62v

I cancelled a green card a couple of weeks ago, replacing it with a different AE card.  I’m doing so, I made a manual payment of the balance. Three days later, AE took the same amount out of my account using the DD mandate. 

They are obviously happy to return the money. However they want me to send a copy of my latest bank statement showing the payment made before they will return the money. 
They agreed the account with me over the phone. They have had DDs taken from this account for over 20 years. It is clearly my account because they went to that account to take out the money. And they can see that the same account was used to make the manual payment. 

They have admitted it’s their mistake. But I will not have a paper statement until the beginning of April.  At that time I will be out of the country for two weeks. So I am realistic looking at around 5-6 weeks before the money can be refunded. 

Why do they need a copy of the statement?  Is this actually legal? (Online account no good as it doesn’t show the account number on the transactions page). 

I have raised a complaint and am demanding compensation for the lost interest and my time. It’s over £1000. 

Any help on the reasons behind this. They say money laundering but it’s clear that this is my account and this has never happened before with any other form of refund. 

MorningcoffeeIV

Yes, it's legal. There is no offence of 'asking for a bank statement'.

It sounds like they're being overcautious, but they're entitled to be.

It won't have been their mistake if the DD was taken three days after you made a manual payment, but yours, no matter what the CS agent may have said, as it was already in process.

Don't demand compensation, as you have no basis for doing so.

DullGreyGuy

Alternatively advise your bank of the error and recall the DD

penners324

Get a bank statement from your online portal or app. Every bank does that these days

penners324

Use the DD guarantee to get the DD recalled