Consumer complaint received 2023-06-20
Company: AMERICAN EXPRESS COMPANY
State: AZ
Product: Credit card or 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:
1. I purchased an American Express Gift Card ( AMEX Gift Card ) from XXXX XXXX in XXXX AZ XXXX on XXXX XX/XX/2023 with a balance of {$500.00}. ( See enclosed proof of purchase ) 2. The purpose of purchasing the Gift Card was to buy a computer, monitor and printer at XXXX and XXXX. I had done my research and in the AMEX Gift Card FAQs it said that the card could be used to make internet purchases. ( refer document enclosed that comes with Gift Card, but information is also available online at : https : //www.amexgiftcard.com/frequently-asked-questions ). I assumed that well known merchants like XXXX ( that I purchased this Amex Gift Card from very ironically ) and XXXX would be on board with being able to spend my Amex Gift Card dollars online without any problem ). 

3. I first tried XXXX on XXXX XXXX and with XXXX one has to put the card in the XXXX XXXX first. Then place the order. And then after a number of minutes I got feedback by email from XXXX the card was declined. I tried to do the purchase twice. I then tried to remedy this by going to my Amex Gift Card online account to see whether I could register the card. But there was no way to register the card. One can only check balances at the URL they provide for " managing '' the card, which allows everything but the ability to manage the card. One can only check the balance of the card. 

4. I then went a step further and opened an AMEX account hoping I could link the gift card but that account was limited to buying new Gift Cards only. Then after this I phoned the AMEX Gift Card Customer Service number provided : XXXX and there was no option to speak to a live agent about my problem. I then opted for the Lost and Stolen Card option and finally arrived at a live agent I could speak to. Who then said that my card was declined because of additional security measures at American Express with their Gift Cards! Effectively blocking my card from making my online purchase. Her suggestion was to try another merchant! 

4. I then waited a day and followed the AMEX customer service agent 's advice and did an online purchase for a printer and printer paper at XXXX. This purchase was also declined. By American Express. I tried three times at different intervals, and then chatted to the XXXX XXXX XXXX that was available alongside the purchase. They said that the problem was with American Express. They suggested that I visit XXXX XXXX where I purchased the AMEX Gift Card to find out how to solve the problem. I also phoned the AMEX Gift Card Customer Service in the same way as the previous day letting them know that my card was declined again. They were unable to help me. 

5. I then followed the advice of the XXXX XXXX XXXX XXXX XXXX and visited XXXX XXXX in XXXX AZ on the morning of XXXX XXXX. This is the store where I had made the original purchase. I was hoping I could get a refund, but part of the condition of sale by XXXX is that I can not get a refund for the AMEX Gift Card. They however went out of their way to try to help me. For starters they tried to swipe the card to check the balance, but apparently the AMEX Gift Card is set up so that the merchant is unable to check the balance. I then phoned the Amex Gift Card customer service agent while I was at the XXXX XXXX XXXX XXXXXXXX, and the agent advised that the merchant will not be able to check the balance. The card can only be swiped when a purchase is made and won't read the balance of the card. Furthermore, one can not get cash refunded on the card. All of the purchases can only be consumer items. One can also not buy another Gift Card with it, i.e. XXXX XXXX XXXX. He reiterated what I had heard before from another AMEX agent the day before. AMEX technical department had increased security of card use, and this has had a negative effect on cards and must be why I am unable to use the Gift Card online. 

6. Bottom line. AMEX Gift Card is lying when they say one can make online purchases with the card. By virtue of having increased security of their Gift Cards. One can only use the card with swiping.They are also withholding very important information that once purchased, one can not register or manage the Gift Card, only read balances.

Company response to consumer: Closed with explanation