Consumer complaint received 2023-12-02
Company: AMERICAN EXPRESS COMPANY
State: MD
Product: Prepaid card
Sub-product: Gift card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
I received a {$50.00} AMEX gift card from a family member on my XXXX birthday. Unfortunately, this gift card has been giving me a lot of trouble. Unlike the other gift cards I received, such as XXXX and XXXX, this AMEX gift card is not accepted anywhere. 
- - - I have tried using this gift card both online and in brick and mortar stores, at restaurants and grocery stores, and even on XXXX and XXXX wallet, but no one will take it. I tried calling the customer service number on the back of the card, but all I got was automated prompts. Eventually, I found an alternative AMEX customer service phone number for members, and although the woman who I spoke with was pleasant, she had no answers to help with my issues. 
- - - I was transferred to the prepaid services department after the previous representative was unable to resolve my issue. However, even they were unable to assist me and suggested that I continue trying to use the card at different merchants until it works. This left me feeling helpless and frustrated, as I was not offered any resolution. The prepaid services representative explained that the reason why I was having issues was because AMEX was providing me with financial protection, which confused me because it seemed as though the financial protection was for the funds from me, the person entitled to the money. They were also unable to tell me where I could use the card, despite their website claiming that it could be used anywhere that accepts AMEX. This was obviously a misstatement. At this point, I am at a loss and all I want is the {$50.00} that is owed to me as soon as possible. What was supposed to be a birthday gift has turned into a personal nightmare for me. 
- - - It seems like the AMEX gift card system is not functioning properly and is designed to take a few extra dollars from American consumers. Merchants who claim that they are unable to use this card are allowed to place small pending charges on it, which further restricts the ability to use the funds given. This gift card system appears to hold legal tender hostage and falsely advertises that it can be used anywhere that accepts American Express cards. Unfortunately, this is not the case for some of us, and it is frustrating to be told that there is nothing that can be done about it. 
- - - I am facing difficulties in resolving my issue with AMEX customer service. Even the original purchaser of the gift card has tried to help to no avail ( inconveniencing her ). Unfortunately, my money is inaccessible and all I want is to get the total balance of my card in cash or check. This will help me move forward with my life. Can you please assist me in this matter? 
- - - Below is the Gift Card Information : -- - AmexGiftCard.com -- - Card Number : XXXX XXXX XXXX -- - Exp : XX/XX/32 -- - Security Code : XXXX -- - Available Balance : {$50.00} - - - Respectfully XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief