Prepaid card -- Trouble using the card -- Complaint #17917619
Complaint Overview
Complaint ID: 17917619
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: Ohio
ZIP Code: 43220
Date Received: 2025-11-25T12:00:00-05:00
Date Sent to Company: 2025-11-25T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I received a gift card from American Express with {$500.00} on it. I attempted to use it via XXXX checkout to buy items. It was declined. I then tried it on XXXX. Declined, and it was locked. Called and got a new card sent to me via mail. Tried to use it at XXXX, decline and card was locked. Called again and they said it just needed activated and to wait XXXX hours. I waited XXXX hours and tried again. They claimed it was locked for fraud AGAIN and I needed a new card. They said XXXX is not a trusted site. I said the same thing happened at XXXX and XXXX, and XXXX, XXXX of the biggest retail sites in the world. They said those arent trusted sites either. I asked where I could use the card if not those. They said Id have to contact the issuer for a list of places I could use it. I asked if that was them. They said no. I said my card says it American Express, and gives this phone number to call. They said well you need to find the issuer and call them. I can not find the issuer beyond who I already talked to. I went ahead and got my third card, but the issue persists. Looking online, this seems to be a common issue of being unable to use the card anywhere.
Frequently Asked Questions
What is Complaint #17917619 about?
Complaint #17917619 was filed against American Express Company regarding Prepaid card specifically about Trouble using the card. It was received by the CFPB on 2025-11-25T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". 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.