Prepaid card -- Trouble using the card -- Complaint #7646479
Complaint Overview
Complaint ID: 7646479
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: Pennsylvania
ZIP Code: XXXXX
Date Received: 2023-10-04T12:00:00-05:00
Date Sent to Company: 2023-10-04T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I received two AMEX gift cards as honoraria. I successfully used a portion of the first one once at XXXX 's online in early XXXX, but XXXX 's will no longer accept them. Every time I buy something online, I try to use these gift cards before using my personal credit cards and it never works. I honestly find I can't use these cards anywhere. These virtual cards are declined online everywhere ( from small merchants to XXXX to XXXX ). When I called and complained about this, I was told to print out the cards and take them to brick and mortar stores to use them, but no brick and mortar store will accept a card they can't swipe. I asked for physical cards to replace the virtual cards and was told that they could not be offered. I can not use the cards in XXXX wallet, at XXXX, at XXXX -- no one will take these cards. I have called AMEX customer service and they can not offer me any resolution. They insist that the cards are valid anywhere that accepts AMEX but can not give me examples of locations where I can use them. They say that they can not transfer my balances for my two unusable virtual cards to a physical card. They say that they can not apply the cards as payments to my AMEX credit card. They say they can not offer me a refund. This system seems designed to skim dollars 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. This is simply not the case. I can not reach a resolution with AMEX customer service. I have been unable to use their cards all year. My money is inaccessible. All I want is the total balance on my cards in cash/check.
Frequently Asked Questions
What is Complaint #7646479 about?
Complaint #7646479 was filed against American Express Company regarding Prepaid card specifically about Trouble using the card. It was received by the CFPB on 2023-10-04T12:00:00-05:00.
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.