Complain about a product or service

American Express

Gift Cards

Zaw of North Miami, FL November 9, 2009

Use 200 Gift certificate from Amex card to order a camera. They cancelled the order but refused to reactivate the certificate. They simply said coupon cannot be reactivated again since it is one time use although order was cancelled by them. No other means of credit can be issued. Took me the whole morning over 4 hours and talked to over 10 people from India call center. Every single one put me on hold and hang up later. When I ask for supervisor, they hang up.

Barry of Canton, GA November 9, 2009

In December 2008, I received a certificate from American Express for a free companion flight on Delta as a perk for opening an account with them. On Nov 5, 2009 I called to use the certificate (good for one year) and they informed me it had already been used on Oct 2. I pressed for information and Delta said American Express had issued some bad vouchers with duplicate ID numbers. Delta was able to confirm that someone else had indeed used my certificate number by looking at their screen. Delta said to call Am Ex and get another certificate ID #. Am Ex said the process would take three weeks for me to receive the voucher by snail mail. I tried to explain that, in three weeks, the price of the first ticket would double or even triple. She said there was nothing they could do, I would have to wait. I hung up and called back and spoke to Camela, who told me she would put a rush on the case and gave me a new ID number. She said I could call back in 24-48 hours and get the new certificate number. I called back the next day and spoke to Ken, who further asked me to fax in my old certificate to speed up the process. It has now been four days and I still don't have the new certificate number. Every day that I have to wait, the price of the first ticket keeps going up. American Express needs to own up to the mistake and expedite the handling of this case. They offered me the companion certificate and now I can't use it.

Lynn of San Diego, CA October 28, 2009

Received American Express Gift Card # 3790 142854 45106 in the amount of 25. Card "valid thru" date is 03/11. Was not aware that there was a 2/month fee for non-use. Went to use the card and there was only a 5 balance. Lost value of gift card.

Arthur of Lithonia, GA October 28, 2009

I was given a 50 gift card from American Express as a retirement gift in May 2007. It was in a nice sealed envelope which had the statement, "Valid Thru 07/10" on the outside of the envelope. I did not open the envelope until I planned to use the entire amount of the card for a single purchase. That was going to be today October 28, 2009.

AFTER opening the sealed envelope there was a large sheet with a "Gift Card Card Holder Agreement" inside with the card. In the very fine print on that document there was the information that beginning 12 months after the card was SOLD (not when I received or activated it) there would be a 2 per MONTH service fee deducted from the card. The card balance is not down to 18.

I called American Express customer service and talked to a "Kathy" who seemed very surprised and gave me another number to talk to someone about the gift card. I called that number, but there was no menu option for a human. However, by hitting Zero several times on the phone, I was able to reach a "Tina". I explained the situation to Tina and that I understood that American Express had now changed their policy about the service fees. Tina said that he card was issued before the policy was changed and that there was nothing she could do.

I asked to speak to a supervisor and Tina connected me to another telephone call queue. However, after only a few minutes in that queue the line began a "fast busy" signal indicating that the call had been disconnected. My real complaint is that although an expiration date was printed on the envelope containing the card, there was no indication that the card would loose any value before this date. Loss of 32 in value from the card.

Debora of Santa Ana, CA October 9, 2009

My son rec'd American Express gift card and failed to read the small print which states that a 2 fee is levied each month after 12 months. This card was given to a 10 year old boy and he forgot about it. He wanted to purchase a DVD and he card was left with a zero balance -- from a 50 card. This is a rip-off and sham for both the buyer and recipient.

John of Lansdale, PA August 20, 2009

received a American Express gift card and did not read the print which states that a 2.00 fee each month after 12 months. This card was for a 10 year old boy and he forgot he had it. He wanted to purchase a video game and only 12 was left from a 50 card. This is a rip-of.

Jen of North hollywood , CA August 17, 2009

I recently bought an American Expres gift card worth 100.00 to give to my friend as a gift. The following day he told me that the card was declined. So I tried returning it to Ralphs supermarket but they just ended up replacing it. I gave the new card to my friend telling him that the problem should be resolved. He tried using the card online but it was then again declined. So i went back to the supermarket for teh 3rd time to have it replaced. They replaced it for me. I tried using the card myself and again it was declined. Called American Express and they cant tell me what happened. The customer service individual was outsourced from another country and it sounded like he was reading a script while explainign to me what happened.

Dawn of Parlin, NJ August 11, 2009

I received an American Express card for a gift and when I went to use the card it was declined. I immediately called the American Express number on the back of the card and spoke with Keith 74148 who told me there was nothing that he could do. The dispute resolution dept. at AE was closed and I had to call back the next day. I told him I was at the merchants place of business and needed it to be resolved immediately. To no avail.

I called AE the next day and spoke with Desiree of gift card resolutions who was helpful in having a new card sent to me, but was very loyal and protective of the company and not the consumer. I told her there should be a better way of keeping the consumer from being embarrassed and she said there was nothing that AE can do to improve on this service. The good thing is the card is being replaced in a few days. I would never purchase one of these cards ever.

Puiyi of Los Angeles, CA August 6, 2009

I bought twos 200 american express gift cards on june 25 at an office depot. On july 16, i opened the packets trying to use them online. One of them was declined and I called to find out that someone used it on July 8. The dispute/investigation department was closed. I called the next day. I was told that I would be reached within 3-5 business days. I got no calls. And I finally called them again. They said someone used it on orbitz.com and something like siberoboform (the representative had a very thick accent and I could hardly hear him spell). They said they couldn't do anything that I had to call the merchants. After an hour of frustration on the phone. I still lost about 200. it costs me 206.95 to get the card. And I am left with 6 dollars and some cents left. AMERICAN EXPRESS GIFT CARDS ARE DEFINITELY RIPPING PEOPLE OFF!

Brandie of Vista, CA July 30, 2009

My mother purchased a 100 American Express gift card for me for my birthday. Went to go use it and it was rejected at the cash register. I called the # on the card, and customer service told me that the card wasn't funded and that I'd have to take the card back to Wal-Mart where it was purchased.

Even with the receipt, Walmart refused to do anything about it execpt supply a fax # where I'd have to send a copy of the front/back of gift card, receipt, address, Drivers license and then wait 10 business days for a letter regarding the situation. I've done that and now just have to wait and see if I'll be screwed over like the rest of the people on this forum.

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