Credit card or prepaid card -- Trouble using the card -- Complaint #5349056
Complaint Overview
Complaint ID: 5349056
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: Gift card
Issue: Trouble using the card
Sub-Issue: Trouble getting information about the card
State: Virginia
ZIP Code: 223XX
Date Received: 2022-03-21T12:00:00-05:00
Date Sent to Company: 2022-03-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I purchased two American Express gift cards for {XXXX} each and sent them to two friends of mine on XX/XX/2022. Upon trying to redeem the recipients received a zero-balance message. Upon getting that message I called American Express immediately to report the stolen cards. I was told on XX/XX/XXXX ; the cards were redeemed in TX but are pending. I was told Amex will put a hold on them, and I was to call the stores and ask to stop the transactions, but no info on whom to call other than they were XXXX stores. I called Amex back and I was to check back with them on XX/XX/XXXX. On XX/XX/XXXX, I called Amex on the off chance that they may have finished whatever they were doing early, and at that time l was given the name, address, and the phone numbers where attempts were made to redeem the cards ( BTW, it was not in Texas, one was in TN and the other was in NH ). In the meantime, I consulted with a lawyer, and I was told the store that sold the cards and the place where the cards were redeemed have no responsibility to fix the problem of the stolen cards, the responsibility lies on the card issuer. However, I called both stores and confirmed what the lawyer said, they have no responsibility to fix the problem. I called Amex and asked them what can be done at that point and I was told the cards were redeemed on XX/XX/XXXX and they quoted me the Terms and Conditions and there is nothing they can do for me, despite the fact that they fed me the wrong information, made wait till the cards were redeemed, and giving hope that I may retrieve my money. This happened to me two weeks prior also but did not know what to do about it, in a span of four weeks I had {XXXX} stolen from me in Amex gift cards. Please let me know what documentation is required of me. PS. I was asked at the end for a card #, I do not have an American Express Card, this is about a gift card issue.
Frequently Asked Questions
What is Complaint #5349056 about?
Complaint #5349056 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 2022-03-21T12:00:00-05:00.
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.