Date Received: 2023-11-27
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: My dispute is with Delta Skymiles American Express.A vaction club in XXXX called me and asked me to sign up for a vacation club. I told them I needed to talk it over with my wife who wasn't home. They said no problem I could sign up and provide my credit card info but nothing would go through if I didn't send back the authorization form and a copy of my ID. After my wife got home we decided not to do it so I didn't sign anything and I didn't provide my drivers license. We got a call from AMEX a little later that night because of possible fraudulent activity. It was the company trying to put the charge through. I told AMEX that I did not authorize the charge and to not let it go through. I was told by AMEX not to worry that they would not let it go through. On my next statement the charge was there. When I called and questioned AMEX they said the company tried XXXX separate times and that they ( AMEX ) let it go through the XXXX time. The company then supplied forged documents to say that I had approved the purchase. AMEX has accepted the documents as proof that I authorized the transaction. They are also saying that they have not reviewed the recording where I was told the charge wouldn't go through because they say that doesn't matter. AMEX now says nothing further can be done - 9 months of waiting! I have included some documents to support my story as well as the forged documents the company used to support their story.
Company Response:
State: OH
Zip: 44001
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was trying to use the card on XX/XX/XXXX at XXXX for approximately {$200.00}, with a card with an available balance of {$370.00}. The purchase was declined. When I spoke to customer service I was given the run around and told the merchant was declining the transaction. I then went a used the same type of card with a different card number at that merchant and the transaction when through so this was not a issue with the merchant it's American Express blocking a large transaction. On their website it says the card needs to be used at an online merchant that asks for the number, expiration date and security code which XXXX does. This means American Express is just arbitrarily blocking the use of my money and telling me how and when I can use it. They are stealing people 's money and it is not ok. *EDIT : I just tried to use the card online for a lesser amount and it was approved further noting it is not the merchant it is American Express setting unrealistic guidelines.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have tried several times to use this American Express prepaid card online as it is an egift card. Every time I attempt to use it, payment gets rejected. Yesterday, XX/XX/2023 I attempted to purchase from XXXX XXXX through XXXX but it was rejected. I was charged a XXXX fee but the order would not go through. I also attempted to load {$10.00} to my XXXX app, but that also was declined. These companies say they accept American Express, so I don't understand why it keeps getting declined.
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: The American Express gift card is not accepted online, it keeps being declined.
Company Response:
State: VA
Zip: 20151
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: The American Express eGift Card is declined when I try and use it online.
Company Response:
State: VA
Zip: 20151
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: The American Express eGift Card is declined online.
Company Response:
State: VA
Zip: 20151
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XX/XX/XXXX. Tried to make a purchase in my XXXX XXXX account. Purchase later denied. Spent one hour with three customer service reps who could not help me. Finally, the last rep of the evening told me I could not purchase gift cards with a gift card, especially American Express gift cards. He then told me I could make purchases with the card. I told him I would do that the next day. The next day ( XX/XX/XXXX ) I purchased XXXX items with the gift card on XXXX. A wine cooler, insurance for the wine cooler and XXXX small items. The insurance was accepted on the card. The wine cooler was denied, and it appeared the XXXX small items would be approved, but they would not be processed until XX/XX/XXXX. After denial on the wine cooler, I again spent 30 minutes or more with an XXXX rep who canceled the wine cooler for me, sent a letter to the insurance to have it canceled and I myself canceled the XXXX small items. I was told in an email from the insurance company, my balance would be reinstated. back to my Amex gift card in 3 to 5 days. I find it utterly unbelievable that American Express has no customer service in regard to this card. I finally went through American Express ( as I am an American Express card holder ) and learned they are not much help either, they could not give me a list of places I could use it, they could only tell me no - to places that I ask about. We are XXXX, this was an anniversary gift card from our daughter. We dont have time to go around and figure from store to store where we can use this card at. what can we do? Thank you! Regards XXXX XXXX this gift card is {$200.00}
Company Response:
State: MO
Zip: 63010
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I Have 3 AMEX ( American Express ) prepaid gift cards I have attempted to use in multiple locations ( XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ). All show active balances on Amex 's website, Amex advertises these cards as " widely accepted '', and all are consistently rejected when I attempt to make any purchase in any location. This widely tracks with online experiences of many others who have run into the same problems with their AMEX gift cards becoming largely useless, and I sincerely hope that beyond addressing this specific issue the CFPB is considering a more systemic investigation into AMEX 's business practices regarding these cards. I've attached screenshots of the balances of these three cards ( including expiration dated ), and the card numbers are below : {$50.00} - XXXX XXXX XXXX $ XXXX XXXX XXXX XXXX $ XXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I, the consumer and natural person was denied credit by American Express. When I applied for the American Express Unlimited Credit Card. When I spoke to an agent from American Express I was told because of my credit report. That is in fact discrimination. Also according to the Federal Reserve Act when I filled out the application for an credit card. The notes were giving the only problem is I never received anything from American Express. Also Adverse Action against a consumer is AGAINST THE LAW. According to the Equal Credit Opportunity Act 15USC 1691c and is pursuant to civil liability under 15 USC 1692k American Express is criminal liable for violating 15 USC 1691 as I have proof that I was discriminated against. American Express is in violation of 15 USC 1642, 15 USC 1681m and 12 cfr 1002. Because I'm the consumer made an application in good faith, but credit was not issued. Also my social security card ( credit card ) was used and I received no benefits. This is proof of Fraudulent Activity. If American Express fails to make any reasonable procedures to resolve this matter and compensate me for use of my own credit card I will indeed make American Express criminally liable for actual damages. By : XXXX, XXXX agent For : XXXX XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Hello- I received an american express prepaid gift card worth {$400.00} as a gift. On XX/XX/2023, I placed two orders on XXXX within minutes if each other and used this gift card as the payment method. 1st order : single item for {$20.00} - payment for this went through and I received the item already 2nd order : 5 items ordered together for total of {$280.00} - Payment was declined. XX/XX/XXXX : I reached out to XXXX customer service and they said its an issue with the bank. I reached out to Amex gift card customer service same day and was told that they could put in a request to lift restrictions on this card. I was also told that the compliance team will lift the restrictions in 24 hours after which I could use the card for the same purchase without any issue. XX/XX/XXXX : I updated the XXXX order to use this gift card and the payment was still declined. I contacted Amex customer service and was told that I could not use the card for that order and that I could use it in physical stores. When I specifically asked the agent about the compliance team lifting or clearing the restrictions, she did not have an answer or response for me. I requested to speak with their manager and have been on hold for greater than an hour now. When every other person relies heavily on online shopping, it is shocking that a big company like American Express would prevent their customers from using the gift card on online stores. I do not shop at physical stores for the bulk of household items we purchase and would like Amex to issue me a check of the remaining balance on the gift card ASAP. The {$400.00} gift card was a generous baby shower gift from my co-workers and being heavily pregnant at the moment in my last trimester, I prefer to use this at online stores so I can shop from home for convenience. Amex customer service has made baby shopping a very painful experience for me and I am afraid I won't really be able to use the money on this card if my purchases are randomly declined and randomly accepted. Finally, there's a good chance XXXX won't honor the reduced prices of XXXXXXXX XXXX which is when I placed the order. While having restrictions in place to identify and stop suspicious charges is appreciated, making customers life difficult by not providing us a means to get around this even when we contact your representative is pretty shabby customer service and a product that doesn't help us in any way when almost everyone relies heavily on online shopping. Meanwhile I have never had any such issues with visa gift cards in the past. I will make it a point to let everyone in my family, friends and co-workers know about this issue with amex gift cards, more so as a public service announcement from my end. All said and done, I am writing this complaint here so Amex can atleast send me a check for the remaining balance available on my card of about {$370.00}. This is the least they could do if they can not work to fix their algorithms for fraud detection or get around them with human interference. Hoping this will go to the right person/team who can work with me on this.
Company Response:
State: MA
Zip: 01760
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A