Prepaid card -- Trouble using the card -- Complaint #11250452
Complaint Overview
Complaint ID: 11250452
Company: American Express Company
Product: Prepaid card
Sub-Product: General-purpose prepaid card
Issue: Trouble using the card
Sub-Issue: Trouble using the card to spend money in a store or online
State: Massachusetts
ZIP Code: 01880
Date Received: 2024-12-22T12:00:00-05:00
Date Sent to Company: 2024-12-22T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I received a digital American Express pre-paid " gift '' card around Monday, XX/XX/year>. Since then, I have repeatedly tried to use this card online without any luck. The card is declined everywhere, often with little-or-no detail as to why, so I finally called AmEx to see what the problem was. The agent on the phone did not have incredibly helpful information to share, other than to try attaching it to my apple wallet and use XXXX to fix things, or just " trying again '' until the transaction went through. THIS DID NOT WORK EITHER. I have tried using this card on XXXX, XXXX, XXXX XXXX, and the XXXX store. I have tried to buy everything from holiday gifts to groceries without luck. I have tried adding to applepay and to my paypal wallet and it never works. The card is always declined and I am worried this whole thing is some sort of scam at this point. These are major retailers who say the problem is on AmEx 's side. AmEx has been completely unwilling to issue me a refund or even a physical card I could use instead of this useless digital one. Their only " resolution '' is to " try again. '' This has to be fraud, right? They get to keep my funds by issuing digital cards they know no vendor will accept despite XXXX claims all over their site and the card 's balance page, such as : " For online shopping, use at merchants that require the XXXX number, expiration, and security code. '' Ok, I did. It was rejected. Now what? and " Your American Express eGift Card may be used at US merchants that accept American Express Cards. No ATM use. '' Laughably and provenly untrue at this point. I have asked for EXACTLY what merchants are guaranteed to accept this card and have not received anything beyond a vague " anyone who takes AmEx '' handwave. That is false advertising! The first result from XXXX shows that XXXX does, in fact, accept american Express... so why is this digital card being rejected? No one I have spoken with at American Express seems to have an answer other than " just try again ''. This virtual card is declined online and in brick and mortar stores, at restaurants and at grocery stores. Neither XXXX nor XXXX wallets even process transactions with it - no one will take this card. AMEX customer service claims they can not offer me any resolution. They can not tell me where I can use the cards, they can not transfer my balance to a physical card, they can not offer me a refund. This system seems designed to skim money from American consumers. They hold our legal tender hostage and tell us there is nothing they can do about it. They falsely advertise that their gift cards can be used anywhere that accepts American Express cards to trick us into believing they're a flexible gift to someone instead of cash. Instead, I have a digital card and my money is inaccessible. All I want is the total balance on my card in cash/check at this point so I can cease all dealings with this fraudulent company. My card 's number XXXX XXXX XXXX XXXX and there is a balance of {$400.00} on it. Check it! I am so confident no one can use this flippin ' thing anywhere I am putting it in this message. Please help me.
Frequently Asked Questions
What is Complaint #11250452 about?
Complaint #11250452 was filed against American Express Company regarding Prepaid card specifically about Trouble using the card. It was received by the CFPB on 2024-12-22T12:00:00-05:00.
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 (Prepaid 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.