Credit card -- Trouble using your card -- Complaint #10429238
Complaint Overview
Complaint ID: 10429238
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-Issue: Can't use card to make purchases
State: Illinois
ZIP Code: 60030
Date Received: 2024-10-11T12:00:00-05:00
Date Sent to Company: 2024-10-11T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I received a virtual American Express pre-paid gift card from a friend about a year ago. I tried using it this past spring on an XXXX purchase. The order was declined. I called the Amex support phone number and followed the instructions to check the card balance by visiting https : //balance.amexgiftcard.com/ and inputting my card 's information. Upon doing so, I received an error. I still receive this error a half a year later. I called the Amex support phone number again and made my way through the prompts to speak to a human. While they were able to confirm the balance of the card, they were not much help. They suggested that I try using the card number ( I don't have a physical card, just the card info ) at another vendor. I made a few more calls back to the Amex support chat to see if I could get a human that had more or better information. The only other suggestion I received was to try using it at a physical location ( hard to do when you just have the card information and not a physical card ). I did some reading online and found many people were having the same issue using their pre-paid cards. Some had success adding the card to their virtual wallet first and then using it ( mostly XXXX wallet ). I added the card to my virtual wallet ( XXXX XXXX ) and tried making a purchase. That also was declined. About a half a year later, I tried again to add funds to my XXXX account. That was also declined. I called the AMEX support line ( XXXX ), which confirmed the balance was all there again and noted that my recent transaction with XXXX was declined. This time there was no option to talk to a human. The only helpful prompt was a recording on how to make online purchases. The recording mentioned that some vendors XXXX decline the payment as pre-paid cards do not have an address associated with them. The recording 's recommendation was to reach out to the vendor. So that is what I did, I contacted XXXX. After some digging, the XXXX representative was able to determine that the transaction declined from the AMEX side and not the XXXX side.
Frequently Asked Questions
What is Complaint #10429238 about?
Complaint #10429238 was filed against American Express Company regarding Credit card specifically about Trouble using your card. It was received by the CFPB on 2024-10-11T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.