This isn't the experience we want you to have when trying to connect with our support team, @gregmac13. 

Do you have a recent case number for us to look at? This will help us track and check to help investigate this further.

If you don't have a recent case, I encourage you to contact our support team. I know you've tried already, but they are the ones who have the necessary tools to check your account in a safe environment, and can help find the root cause of your issue and find a fix.

Here's how to reach them:

1. Sign in to your QuickBooks Online company.
2. Select the Help (?) menu.
3. Choose the Assistant tab.
4. Click the Talk to a human option.
5. Select Get help from a human.
6. Click either Chat with us or Have us call you button.

I've added these articles to help you manage banking transactions and resolved unexpected behavior when trying to download your bank transactions:

• Connect your bank and credit card accounts.
• What to do if you can’t find downloaded bank transactions

Keep me posted if you have other questions about connecting and downloading your AMEX transactions with QuickBooks. I'm always here to help. Stay safe always.