Credit card or prepaid card -- Trouble using the card -- Complaint #4695099
Complaint Overview
Complaint ID: 4695099
Company: American Express Company
Product: Credit card or 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: Idaho
ZIP Code: 83646
Date Received: 2021-09-06T12:00:00-05:00
Date Sent to Company: 2021-09-06T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Yesterday, Sunday, XX/XX/2021, I tried to use my card at a retailer who accepts American Express, for a total charge of {$11.00}, and my card was declined twice. I knew I had enough to cover that purchase. When I called the customer care number, the automated system told me my balance was {$39.00}. When I finally got through to an agent, after waiting on hold and having my call dropped, I was told there is nothing wrong with my account, and she didnt see any declined transactions. She stated the retailer didnt run my card correctly but didnt explain how to fix it. So I went to a XXXX ATM and withdrew {$20.00} so I could complete my purchase. Later that evening I added one of my debit cards so I could combine my money. My account was verified, as I was able to identify the two temporary charge amounts of {$1.00} and {$1.00}, used to confirm my ownership of this account. This morning, Monday, XX/XX/2021, I attempted to transfer {$18.00} from my debit card to this account. I got a dialog box Oops, this is embarrassing, we seem to be having technical difficulties, please try again later. I tried to login to try the transaction again, and it kept saying my password and login do not match. This was concerning because I KNOW I didnt change my password. When I tried to use the forgot password link, and entered my card information, I got the same error as described above. After waiting a few minutes, again, I tried a couple more times to reset my password, continuing to receive the same error. I called the customer care line, entered my card information, and was told my account access was permanently suspended and an email would be sent to the email address on file. The email stated I had violated the terms of use per section 22D, and I could write to the address in the email for more information. This is not acceptable so of course I tried to contact customer care again, 5 times. Each time my call was dropped with no further help or explanation. I could not locate this section of the terms of use online, and after a quick search on consumer complaints, I found a number of people experienced this same issue. I have had nothing but issues with this company, but this has taken it too far.
Frequently Asked Questions
What is Complaint #4695099 about?
Complaint #4695099 was filed against American Express Company regarding Credit card or prepaid card specifically about Trouble using the card. It was received by the CFPB on 2021-09-06T12:00:00-05:00.
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 (Credit card or 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.