Date Received: 2023-09-14
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was gifted an American Express electronic gift card in XX/XX/XXXX. When I was ready to begin using the card, I attempted to use the card online in XX/XX/XXXX. I added it to a digital wallet, XXXX XXXX, and managed to successfully use the card for the first time at XXXX XXXX XXXX in XXXX, CA on XX/XX/XXXX. After this, I was unable to use the card until I used it successfully at XXXX XXXX in XXXX, WA on XX/XX/XXXX and XX/XX/XXXX. Afterward, every attempt to use the card was declined, and my remaining balance on the card has stayed at {$430.00}. I and the person who gifted the card to me ( my mother ) made several phone calls to customer service. I do not remember their exact dates but each call is summarized below : - First interaction with customer service : I was told that the card is " anonymous '' so I should only use it with online retailers that don't ask for name and address. In addition, she recommended using the card primarily in brick and mortar stores via a digital wallet. I attempted to only use the card physically but every transaction continued to fail. - Mother 's phone call : rep stated that the reason the card was declined was because there was a hold/freeze on it. They told her that they lifted the freeze. Card continued to be declined. - Second interaction with customer service : I was transferred to a customer service rep who put me on hold for 10 minutes to try and resolve the issue, and when he came back the audio cut out midspeech and the call dropped for no reason. I am considering this a poor interaction because they did not attempt to call me back and aligns with a series of tactics to delay or deceive customers when trying to resolve these issues. - Third interaction : The customer service rep told me that " there was no reason the transactions should have declined '' and that I should remove the card from my digital wallet and re-add it. She also recommended that I only shop for certain products online, like if the card was declined on XXXX when trying to purchase XXXX, I should instead try to purchase XXXX. The card continued to be declined at every attempt to use it, online or in brick and mortar stores. I found several recent XXXX threads with individuals who are also experiencing the same problems ( XXXX search " amex gift card declined XXXX '' ). American Express states : " Your American Express eGift Card may be used at US merchants that accept American Express Cards. '' This is untruthful as I have attempted to use the card at multiple locations that accept American Express *and where I have used a regular American Express credit card with no issue. * American Express customer service does not appear to be making any real attempts to investigate the cause of the declined transactions. They continue to deceive, misdirect, and stall customers without offering any real solution other than feeling around in the dark and hoping a merchant will finally accept it. I am happy to provide any further information that is in my power to give. Thank you for your help.
Company Response:
State: WA
Zip: 98188
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Account Ending XXXX Opened a new AMEX EXPRESS BANK Savings account using AMEX EXPRESS SISO credentials and used existing ACH LINKED established account to fund the account, Transferred {$1.00} dollar via ACH from these linked Then transferred {$200.00}, XXXX using AMEX stored info to Pull ACH from these other Bank accounts- I did not push the monies by Then AMEX EXPRESS BANK claimed someone else opened the account and was not opened by me, not with my authorization, due this decision AMEX EXPRESS Bank Closed the Saving Account There was no mention then or now how the monies would be sent back to me, The Account is closed or frozen, Then I was told they do not want any relationship to a business decision Then I asked how I get my monies back They told to go back to my orginating bank to ask for a reverse ACH My 3 Bank and the Priavte Client relationship in all 3 Banks say they do not have a recall process, if the money transfer was authorized, only I state it was done by Fraud, So only way to get my monies back is to make a false statement to open an enquiry I even opened ACH transfer to push monies from them which was returned Fuller Step by Step history for my CLAIM XXXX Opened a new AMEX EXPRESS BANK Saving account using existing AMEX EXPRESS SISO established credentials for the last 20+ years I funded the account via the existing established ACH payment method linked to AMEX as used to pay the above AMEX EXPRESS CRADs XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) Checking Amount {$1.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Checking Amount {$1.00} I even made additional cautionary XXXX dollar payments to see that these went/came into the account properly I then added the XXXX Saving account that my wife and I have held for XXXX years XXXX this final transfer seems to have caused the issue for XXXX " '' By selecting Continue, I authorize American Express National Bank to send two small test deposits to my identified account for account verification. I certify my identified account is a personal checking or savings account that I own, and that I am authorized to transfer funds out of the account. I certify that my account is not an irrevocable trust or a business, commercial, or fiduciary account. Please see your Deposit Account Agreement for further information. '' '' Your account ending in ( XXXX ) is linked to the following accounts : XXXX XXXX XXXX XXXX XXXX XXXX Been with AMEX EXPRESS and XXXX for the past 20+ years Have 3 cards - BUSINESS PLATINUM for the past 10+ years - no-set spending limit, a Blue Chip cash {$32000.00} limit, plus a Business Cash {$10.00}, XXXX limit Have a Credit score around XXXX, XXXX XXXX I pay a premium to XXXX my credit score, activity and credit file locked, Further, have XXXX and XXXX monitoring XXXX is XXXX by XXXX for my employment verification - XXXX XXXX Further I am monitored and have to report to XXXX by my travel, and criminal records as I hold XXXX security clearance Complain on the handling of our opening a new account with AMEX EXPRESS BANK, High Yield Saving Account We transferred the funds after careful thought and care, making small XXXX transfers from our existing savings in multiple banks, all of which have held for XXXX years AMEX EXPRESS BANK, have known us since XXXX , and have held a checking account with AMEX CENTURION Bank in the past, We have held AMEX EXPRESS PLATINUM Business Card for 10+ years which I have used in my business, I hold 2 additional credit cards with them, They know us I opened the account on XXXX XXXX using the existing online profile which used for AMEX EXPRESS I have been unable to understand the correct situation that stalled FULL access to our funds which we transferred XX/XX/XXXX Internet transfer XXXX XXXX XXXXXXXX account ( XXXX ) XXXX {$190000.00} XXXX {$200000.00} XX/XX/XXXX XXXX XXXX transfer XXXXXXXX XXXX XXXXXXXX account ( XXXX XXXX XXXX {$1.00} XXXX {$3.00} XX/XX/XXXX Internet transfer XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) XXXX {$1.00} XXXX {$2.00} XX/XX/XXXX XXXX Internet transfer XXXX XXXXXXXX XXXX XXXX ( XXXX ) XXXX {$1.00} XXXX {$1.00} They sent us a letter on XXXX XXXX saying they were closing the account as they believed it was not opened by us without our authorization The US operations of AMEX EXPRESS have no compliant process documented or explained on the website Some other operations like XXXX, XXXX, IN have a clearly defined complaint process We called them many times and were mostly told to call back when their back office would be available My wife tried calling them many times I work for XXXX XXXX XXXX, with US national security clearance and highly respective I was on travel from XXXX XXXX until XXXX XXXX and AMEX knew that as they have systems in place to know when I am travelling internationally Despite all of this I have not been to get a satisfactory answer when I called them on my return XXXX XXXX I was told the account was not closed when I called them now given a an explanation on next steps AMEX even provides a product that monitors my identity and credit rating which has been above XXXX for the past many years Also online I see this message Please contact us to make a transfer. Due to a security concern you arent able to make online transfers at this time. To make a transfer, please call XXXX. I called this number again I was directed to call back during business hours in EST, But I have been traveling and not able to reach anyone during hours that work my schedule Customer service had no interest in resolving the matter and even on occasion given me an address which XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, NY XXXX, United States rather the address of their banking group which created this mess The US operations of AMEX EXPRESS have no compliant process documented or explained on the website Some other operations like XXXX, XXXX, IN have a clearly defined complaint process 1 ) What them to provide consumers the method and procedures to resolve such complaints effectively without having to write to FDIC XXXX is known your customers, but this not defined or declared But in this case, I do not know who is the bankers behind this decision in UT based bank decision I challenge the statement " '' American Express has over 170 years of experience in putting the customer first '' ''
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: The American Express gift cards are rarely accepted as payment from vendors. I receive {$25.00} gift cards after spending a certain amount via my American Express card. I attempted to use the card XX/XX/23 at XXXX grocery store in XXXX XXXX and I'm informed " Not authozised. '' I attempted payment via self-checkout and then contacted a clerk who attempted to use the card via her check-out system and " Not authorized '' occurred. This card doesn't work at my local XXXX station either. I contacted the number on the card and was informed I would need to have exactly {$25.00} worth of groceries for the transaction to work. My bill was {$31.00} at the grocery store. Its impossible at a self-check out to somehow pay {$6.00} on one card to use the American Express Gift Card . I've also tried to use the card to pay a much lower amount than required and it also didn't work. I've been given XXXX gift cards and none of these problems are an issue.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Hello, I applied for the Amex XXXX XXXX XXXX credit card and was approved on XX/XX/2023. I signed up using a bonus offer through XXXX where the terms state one can " earn a {$200.00} statement credit after you spend {$2000.00} on the card within the first 6 months of card membership. '' I have attached a screenshot of the offer advertisement. I hit the threshold very quickly, as I had a couple of large purchases planned. I have included a screenshot ( with no personal information identifiable ) of my first statement that shows I hit the {$2000.00} threshold on XX/XX/XXXX. The promotion terms stated I could expect to receive my {$200.00} statement credit between 8 and 12 weeks after one hits that threshold, between XX/XX/XXXX and XX/XX/2023. After XX/XX/XXXX passed, I called and filed an Escalation Ticket ( ID : XXXX ). After several weeks passed without me receiving the {$200.00} credit, I called back on XX/XX/XXXX. They then told me the " deadline for resolving the ticket is today! So you should see it within a couple of days! '' It has now been over a week, and I do not want to keep calling them when clearly they aren't resolving anything. I have also attached a screenshot of the full list of statement credits and payments that have been made since I opened my account.
Company Response:
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am requesting my 1099-C from American Express
Company Response:
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased an AMEX gift card to make an online purchase. The card keeps getting declined. The item is not available in stores. Customer service told me just try using the card in stores first but that also did not work. Ive tried registering it online to no avail. Customer service told me to just keep trying. So Im out {$55.00} on a useless gift card.
Company Response:
State: WI
Zip: 54303
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act American Express account ending in XXXX has violated my rights. 15 USC 1681 Section 602 : states I have rights to privacy 15 USC 1681 Section 604A Section 2 : It states a consumer reporting agency can not furnish an account without my instructions, 15 USC 1666B : A creditor may not treat a payment on a credit card account under a open end consumer credit plan as late for any purpose,
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I am requesting that American expressnot hold me liable for fraudlent charges I am a victim of identity theft I explained to the card holder that I would only be paying for my items that I actually purchased however they denied that and informated that if i made an a payment during the investigation that the cybercriminals would have access to so they then maliciously reported mye 90 daus late which is impossible they are violating my consumer rights and they need to update the credit reports according because I would ot because they are holding me liable for charges that area fraudlent. I am requesting that American express listen to their recordings and acknowledged there terms and condition because I am protected unters ther zero liablity protection and I have another service to product to repair my identity and they have not been at all cooperative or understanding that all the devices where compromised by a hackwer who then gets someone to rob be of those said devices and its whithin these devices my digital Identity has suffered
Company Response:
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: The date of first delinquency was in 2014 I stopped paying because they closed my card. They claim I kept paying but I have no record in my bank account or any of the accounts I own that they have been paid. Unless they can produce payments from my XXXX account or XXXX XXXX account then I would like this removed since this has been on my credit report for over 9 years as a charge off.
Company Response:
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XX/XX/23 - I attempted to use the card at XXXX and XXXX and was declined. I first tried the entire balance of the card ( {$100.00} ) and then tried purchases that were below the balance. Each time it was declined. I also tried adding it to XXXX XXXX, which is actually suggested on their website, and it was declined. XX/XX/23 - I tried it again at XXXX and XXXX and was declined. I called the XXXX number for Amex XXXX : XXXX time : The agent said there was a protection on my account, and she fixed it. After hanging up, I tried again at XXXX and XXXX and was declined. XXXX time : After being declined, I called back. The agent gave the same spiel about a protection being on my account. I let him know the last agent said the same. I asked several times for a list of places where I could use the card since it clearly could not be used everywhere. He said there was no list like that. He also said you can not use it with XXXX XXXX despite their website saying you can. He didn't have a good answer for why XXXX wasn't taking it despite taking another gift card I had. He suggested trying {$80.00} at XXXX in case they were automatically calculating a tip. I tried that and it didn't work. I asked for a refund, he said he was transferring me, and I got disconnected. 3rd time : After being disconnected, I called back. I ended up in circular conversation with the agent who said the card is taken " anywhere that accepts gift cards. '' I explained that I used a gift card at XXXX right before this one and it works, thus showing they accept gift cards, just not this one. She also said she would transfer me to a supervisor and disconnected me instead. I then tried a {$75.00} purchase at XXXX ( well below my {$100.00} balance ) and was declined. This card does not work at any of these major retailers and I can not get any information from the company on where the card is taken.
Company Response:
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A