Complain about a product or service

American Express

Gift Cards

Trudy of Gainesville , FL July 18, 2009

On May 12, 2009, I ordered two American Express Gift cards, 100.00 each, online. These were for birthday presents for my niece and nephew. These cards were never received, so on May 22, I called America Express four times, waiting on hold for up to 30 minutes each time, and was unable to speak with anyone who could replace the cards in over 2 hours of frustrating phone time. On May 23, I spoke to someone who issued replacement cards.

My family reports that the replacement cards do not work. On Friday July 10, my nephew and I tried to get answers from American Express. There was a series of calls where we were put on hold and hung up upon.

Finally, we reached a representative in Salt Lake City who told us that American Express had sent out a small number of faulty cards and these had been inactivated. She mentioned a check for 100.00 had been sent to someone, but she did not know who. No check was received by me or my family. We were told no information would be available until Monday.

So over a period of several months, my family and I have experienced frustration with the call centers, rude behavior, hang ups and problems with gift cards. In prior years, when I ordered America Express gift cards, I did not experience these issues. My conclusions are that the gift card service must be outsourced to an incompetent service provider and American Express does not have access to the provider records to see the mistakes they are making. Further, even though I wrote American Express through the online system, many times about my frustrations, no appropriate solution was reached. For example, I received a letter last week, saying the gift card issue had been resolved, replacement cards sent, and my account charged 215.85. Instead, my account was credited with 215.85. I faxed the corporate office of American Express to make them aware of travesties and frustration associated with a simple transaction. I asked for a confirmation that my fax was received, but no confirmation was received.

Carole of Clermont, GA July 8, 2009

In May of 2009, I purchased two American Express gift cards from the website. I was notified by email on May 14, 2009 that the cards had been sent to the two recipients and should be received in 7 to 10 business days. These were graduation gifts, and after more than enough time had passed for them to be received, I found that one had definitely not been received. I called customer service, was put on hold for 20 minutes, and was finally connected with customer service in India. I asked that the card which had definitely not been received be replaced and was told it would be sent by UPS with signature required on delivery.

I contacted the recipient, gave them the window of time to expect it and asked to be notified of its receipt. The card was never delivered even though the family checked with the local UPS office. I also was able to confirm that the other recipient had never received the gift card either. Once again, I called customer service, spent an hour with someone from India who kept asking me exactly what I meant. I was told they would reissue the cards but would not give me a tracking number for "security purposes." I finally insisted on a cancellation and refund which I was told would take about 20 days. I used to use these gift cards often but I will NEVER purchase one again.

Alecia of Ashburn, VA June 28, 2009

My husband and I were given 2 American Express gift cards as a wedding gift, on June 24, 2006. In June of 2009, we discovered the unused cards, that had been misplaced. Upon trying to redeem them, I learned that the balance was reduced nearly 50% on the one with 100 original value, and nearly 100% on the other of 50 original value. Upon contacting American Express, I was told that a fee was being deducted, at a rate of 2 per month, for each of them - as a matter of policy - while the cards are inactive. I have been trying to get my cards restored to original value. But, each time I call, I am asked to call back at a later time when their new system is operational.

Dana of Raleigh, NC June 26, 2009

My company regularly rewards it's employees and business partners with American Express Gift Cards, however we have found that the last batch we ordered had never been activated in American Express's system prior to their being shipped to us. Thus, the cards I received are worthless for what may be a few days or may be a few weeks? I attempted to use one of the cards to buy fuel on 6/26/09 and the card was not found in the merchant system system, luckily I had cash to cover the purchase. I tried to check the status of each card online on the AMEX website that evening and the site directed me to call the customer service team because the cards could not be verified. I called the customer service team in India to find that this was a known issue!

I was advised by a supervisor, that I will have to wait 3 to 5 days for the cards to be loaded and activated into their system which is being "upgraded", before they will be usable. Upon pressing the supervisor for a reason or cause, I was told that they had old gift cards stored in warehouses which were never activated in the system before being shipped, but they were working on this software update now... he took my card numbers and will put me on some sort of list to the tech support team to have activation completed. All anyone could do was apologize to me and tell me that I have to wait for a few days for activation. I asked why can't they overnight working replacement cards and list these as deactivated? Nope... not an option.

I asked if there would be any compensation for my inconvenience of having to wait on something we paid for two to three weeks ago, and the answer was no.

So, the net of it is that we paid for these gift cards over two weeks ago and paid an additional fee to have them shipped to us, to find that they were never activated to begin with by American Express. After these calls, I phoned the customer service line.. spoke for 10-15 minutes, and then the rep told me that she couldn't assist with gift cards and needed to transfer me to--- you guessed... gift card support in India to have my name added to an expedite activation list! That was really helpful. Step 3... day 2... I phoned the office of the CEO at American Express and filed a formal complaint. I have an agent basically calling India to ... check status and expedite my requests and call me back in... you guessed it 3 days. Wow. How insulting this horrible service is... and no he has no plan to compensate for my time or my company's purchase that has been delayed.

Everyone tells me the cards are good when in fact they are totally useless until their activated. I feel that they sold my company garbage and yet now I have to wait to use my reward... and apparently work 2x as hard for it. My company now plans to move their business elsewhere for gifting employees and partners.

Lynn of Panama City Beach, FL June 9, 2009

I've purchases Amex Gift Cards for a long time with no problems....until recently. I purchased two cards, one for myself and one for my son. Neither card works. Over two days, I called the 877 number, held for 30+ minutes and was disconnected several times around the 30 minute mark. When I finally did get through, I was told that Amex was having problems with it's security code system and to try the card after 5 business days.

We waited a week and a half and the security codes still did not work. After several hours of holds and disconnects (again) we were told the SAME THING and to try again in 3-5 business days. The people answering the phones are obviously not-native english speakers and are quite unhelpful. Suggestions to others with the same problem.... Write your congressperson and inform them of this problem with a link to this website. American Express has been approved to repay the 3.39 billion they received in TARP funds. the question is, is stealing from US one of the ways they've used to raise those funds they're using to repay TARP? Also, go to the store (if purchased from a store) and ask to speak with the manager and inform them of the problem with the card you purchased at their store and of the explanation you were given by American Express. I'm in the process of working with management at the store I purchased mine from to get these cards removed for sale. Most store's really don't want to put themselves in the position to create unhappy customers. 50.00, which may not seem like alot (it is to ME). I might as well have flushed down the toilet.

david of houston, TX June 4, 2009

i bought a 200.00 gift card from american express, on their web site. I never received the card, they do not answer my emails and i've spent hours on hold, without speaking to anyone at American Express.

Robert of Spokane, WA May 27, 2009

I received a giftcard for 50.00 on May 14, 2009 for my birthday that was sent by my employer. The card is invalid and several calls to Amex, I am told they are updating their system and it will be fixed in 24 to 48 hours. I call 3 days later and I get told they pulled the records on the card and it shows 50.00, but can not explain why it isn't working and it is reported so it will be fixed and it could take 3 to 5 days. I called today and was told they have no record of this card, and I should give it 3 to 5 days and it should work.

I was at the store and had attempted to make a purchase using this card. It was quite embarrassing having the clerk tell me the card is no good with a long line behind me. I happened to have my bank card and used that instead to make my purchase. So basically, thanks to American Express, I paid for my own birthday gift from my employ

MICHAEL of DES MOINES, IA May 26, 2009

I recently purchased 2 new 200.00 american express gift cards both were unopened on friday 22 may at about 4 pm. i went to use them on the following morning saturday 23 may at 9:30. when i went to register and verify the amounts on the card at American express both were with a balance of 0.00 showing charges done at or about 4:00 to 4:30 am

i imediately called the 800 number and spoke to Peter whom could not understand me to well but did speak english. he said that they were used at macys.com. i said that was not possible as i had not even opened them till just before calling him. he informed me there was nothing i can do untill macys kicks back the charges. i am now out of 400.00 because they allow their cards to be stolen so easily.

john of ortley beach, NJ May 25, 2009

in december 2008 i bought 4 american express gift cards from a display that said buy two and get a free gift card for the same price,which was 25.00 & 50.00. isent in all the information that was ask for on the form supplied and the proof of purchase receipt. to this day i have not heard from them even thought i wrote a letter to amerian express gift cards and complain to the cvs manager.

catarino of rowland heights, CA May 18, 2009

Do not buy AMEX gift cards, they are nothing but trouble. Balanaces that are available are not available. Call centers in India and Philipeins do not speak or understand English enough to help.

"AMERICAN" Express should be ashamed of themself, call centers in countrys who can not even speak or understand English. Sham on you.

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