Complain about a product or service

American Express

Gift Cards

Christopher of Webster TX (07/27/08)
This is my story about a gift card that was a Christmas gift for a 4yo boy who had a 50.00 limit. The card was used twice and I had no problem using until yesterday I called and got a balance and I was in the good 20.00 so I went to use it and it got declined.

I called spoke with a gentleman whom I could not understand so I asked to speak with a supervisor when she got on the phone she advised me that that card was not purchased properly and the account is frozen. I asked her how this could something like this happened how you properly purchase a card that is sold everywhere? She advised me that I had to provide a proof of purchase, and location of purchase. Amex told me if I had receipts and were able to fax them to the board it would be reviewed and they would decide if the money can be freed from the account.

Well from what I gather from all these complaints is that large companies can lie, cheat, and steel from hard working Americans and not even think twice. my son lost his twenty dollars. TO AMEX: I DID NOT ONLY CANCEL MY CREDIT CARD BUT MY WIFE, MOTHER AND SISTER CUT THERE CARDS AS WELL.

AMEX should read these complaints and do good by them.

Therese of Lancaster, MA July 26, 2008

Therese of Lancaster MA (07/26/08)
I purchased an American Express gift card which never activated properly. Luckily I have all my receipts. However, I need to fax everything to them and wait ten business days for them to decide on what happened. They have my 100's but I don't want their card anymore. I want a total refund. I payed for a service I never received.

Nicole of Santa Clarita, CA July 14, 2008

Nicole of Santa Clarita CA (07/14/08)
I had purchased several gift cards for employee incentive. Throughout the year I had three remaining, but I had noticed they were expired. I called to have new cards issued and sent. Only one arrived. The second card never did and Amex was supposed to give me a credit to my American Express credit card, they never did. The third card ended up in the hands of a stranger. AMEX tried to blame the fraudulant charges on me! They sent the card to the wrong address and they tried to stick me with the charges!

They suggested I take it up with the vendors - are they serious? How was I supposed to dispute a charge made with a gift card I don't have (I didn't even have the CC#). After 8 phone calls I have still had no luck getting my credit or my third card. Everytime a supervisor said they'd call me back, they didn't! I will NEVER purchase an AMEX gift card again...next time Visa...or better yet, Cash!

Lost 100.

Theresa of Virginia Beach, VA July 12, 2008

Theresa of Virginia Beach VA (07/12/08)
I was given an American Express gift card for 100.00 for my college graduation. I used the card a couple of times for small purchases at fast food restaurants, but then it was declined with a remaining balance of 77.84 on the card. I called customer service on 07/02/08 to report the problem. I was told that the card had been properly funded (meaning they received payment for it), but that something wrong in the activation process. They needed to report this to their processing team and I should call back for a resolution in 2-3 business days. I called back on 07/08/08... no resolution yet... Call tomorrow.

I called on 07/09/08 and was told that I needed to send them the receipt for their processing team to complete their investigation. I was livid. I didn't want to have to call the folks who gave me the gift and ask for a receipt, so they would know what a pain in the behind their gift was. I asked for a supervisor, explained the situation, including the fact that the card had worked a couple of times, so I had even thrown the packaging out that it came in because all appeared good with the card until now. She apologized (they REALLY apologize for everything, but they're not great on correcting anything) and promised that she would call me with a resolution the next day. She asked for my address, name, and phone number.

I did not receive a call back. I called on 07/12/08 to check, since the supervisor Eunic never returned my call. The next agent told me again that the case was being handled by the processing team and I should call back again in 2-3 business days. Again, I asked for a supervisor. This time the supervisor wanted to know information about the person who bought the gift card. I gave, since I was so frustrated, but I asked why they should even be involved, since they did show that the card had been fully funded. They couldn't explain, and I was so frustrated that I just hung up.

The only consequence was my wasted hours on hold for them and talking to them with no resolution, coupled with the inability to use the remaining gift card balance.

Kerry of West Covina, CA July 2, 2008

Kerry of West Covina CA (07/02/08)
KEEP YOUR RECEIPT! I got a 100 American Express gift card in August 2007 for my daughter's birthday. It was given by a priest who came from Taiwan to visit us. He purchased it from Vons with cash plus the fee for purchasing it. After a week of receiving the card, I tried using it at a local retailer and the card was declined. I called in and a rep told me that the card hasn't been activated yet and it will be by the next day. She thought it was odd because I've had the card for 1 week already as it was supposed to get activated the day it was purchase. I tried using it 2 weeks later and the card was still declined. So, I called customer service and talked to a supervisor and was told that the card was invalid and has a balance of 0.

She put in a request to get a new card issued. She even asked for my address and phone, but I've never received it. So, I called back 2 months later and got the same response and was told to call back, which I did several times. Now it's July 2, 2008, my ninth time calling, and after talking to several reps and supervisors, they finally told me that I need a copy of the gift card purchase receipt as it's the only way they can issue a replacement card. It's been almost a year and the priest no longer has the receipt. Most people don't keep the receipt, and for American Express to keep telling me to call back 2-3 business days to check the status, they are delaying the months that I could have asked the priest for it. I told them that this is a way for them to make money from people, and found it ridiculous for them to tell me to ask a priest all the way from Taiwan for the original receipt after almost a year!

I also told them that I will report them to BBB, the news, and their main website. I might have a chance to get a receipt if only they had told me since the beginning to get one. My advice, try to keep or get a hold of the receipt early on and don't listen to the reps and supervisors if they tell you that they will take matter personally and call you back, they don't. This is very upsetting because Ive wasted so much time arguing with customer service and to find out that the priest is out of 100, my daughter didnt get her gift, and American Express gained it. I would NEVER buy nor want American Express gift cards and am telling everyone I know not to buy them either.

Michael of Rancho Palos Verdes, CA June 30, 2008

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