Amex credit refund (BEWARE)

jamesrcmd

I received a refund from an airline onto my Amex card, which put my account into credit. Amex are refusing to transfer the money back to my bank account unless I provide proof that the account is mine. I opted for a cheque instead, but it’s going to take 10 working days to arrive. Hard to believe Amex are still relying on cheques in 2026 (Nationwide transferred a credit back to my bank account in seconds in 2019).

Amex's customer service is pretty useless too — I spent over an hour on hold just to speak to someone. Once I get my refund, I’ll be closing my account. Their cashback and rewards aren’t even that competitive anymore.

TadleyBaggie

So why couldn't you prove the account is yours? You opted for a cheque, so not a case of Amex relying on them.

jamesrcmd

https://forums.moneysavingexpert.com/discussion/comment/81881977#Comment_81881977

According to this thread it doesn't look like a straightforward procedure…

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6655086/amex-credit-refund-beware

They are not relying on cheques, you are forcing them to use that option. You could have just completed the AML checks that they are required to complete, rather than making things difficult.

flaneurs_lobster

Was the bank account you were trying to refund to the same one that you pay your Amex bill with each month?

dazzaofdagenham

I had occasion to contact Amex today about a credit t9 my account…..found using the online chat a lot quicker than us8ng the phone..

jamesrcmd

https://forums.moneysavingexpert.com/discussion/comment/81881984#Comment_81881984

It seems like Amex want us to jump through hoops to get our money back. I've never had this with any other bank. Are the other banks not subject to AML regulations? Nationwide sure didn't ask me any evidence the account was mine (no, it wasn't the account I paid the direct debit from).

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/81882048#Comment_81882048

AML and K Y C rules are getting a lot stricter so people are experiencing them in instances where they did not have them before. More card lenders will ask, especially if it is not the account the Direct Debit is paid from, pretty soon it will be all of them.

jamesrcmd

https://forums.moneysavingexpert.com/discussion/comment/81881990#Comment_81881990

Yes, it is. 😓 I think Amex are being unnecessarily difficult.

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/comment/81882055#Comment_81882055

Well, only a couple of posts upthread you said:

(no, it wasn't the account I paid the direct debit from).

https://forums.moneysavingexpert.com/discussion/comment/81882048#Comment_81882048

jamesrcmd

https://forums.moneysavingexpert.com/discussion/comment/81882064#Comment_81882064

I was referring to Nationwide - in 2019 I got the credit transferred to an account that was not linked to my Nationwide credit card.

I asked Amex to transfer the credit to the account they collect the DD from every month and they said 'we need further documentation to check it is actually your account'. Amex sure have some cheek, I'll give them that.