Consumer complaint received 2022-12-06
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
On XXXX XXXX, I used rewards points to purchase XXXX dollars worth of XXXX XXXX XXXX XXXX from American Express. These are included in my digital gift card wallet and I can access these cards using an account number and pin number that is in the wallet to pull up the cards at the vendor website and review the balance. 

I closed my american express platinum card in the first week of XX/XX/XXXX. I called multiple times in XXXX and XXXX ( I believe once in XXXX ) asking about my account since I was not sure if I was planning on cancelling and I wanted more details about the process. There are at least two phone calls, both of which are recorded, that I specifically asked about access to my digital gift card wallet. I asked a number of other questions including access to reward points and other aspects of my account and was told I would not have access to these. I understood and made arrangements so that I would lose what had to be lost. I was specifically told I would be able to access already purchased gift cards through my digital gift card wallet once the card was canceled. 

After I closed my account I no longer had access to the digital gift card wallet. It took many attempts to work with American Express and was finally able to open a case. My goal is simply for someone at american express or me to access the already purchased numbers that I already owned to be able to use them without access the wallet. The case was closed with re-issuing of two cards I had purchased in XX/XX/XXXX, but none of the XXXX XXXX XXXX XXXX that had a remaining balance. I had thought giving my access to my own purchase would be reasonable since I had used some of the cards and was trying to be considerate in not wasting anyone else time to review each individual gift card. I would estimate I had between XXXX dollars of remaining balance on my XXXX XXXX XXXX XXXXXXXX. 

I contacted american express again today XX/XX/XXXX and was told that I was at loss for the amount because they could not reissue new cards for points purchased over a year ago. The reason I am bringing this up to the CFPB for arbitration or help is because I was specifically told my multiple customer service representatives that this specific situation would not occur. I have wasted time over and over again trying to resolve this and provide and easy solution. I was told there was nothing else that could be done and would like help in finding someone that could have the ability to provide me with this simple situation. I offered going through my receipts and going to the vendor ( XXXX  ) at which some of the cards were used to determine the exact remaining balance. I have offered to do the work for them in determining the balance on the gift cards. If they had simply told me, on multiple occasions, that my access would have been lost, I would have written down the account number and pin number. The company is now telling me that what their representatives told me was wrong and that I am responsible for their mistake, despite me offering reasonable solutions to help them balance my account. 

American Express had great customer service when I was a card holder. I had only planned to discontinue my card for a few years when I have a low period of travel but this experience ( among other issues post closure, including not sending me my remaining positive balance until I had to call again to remind them ) had made me wary of the accuracy of the services they provide.

Company response to consumer: Closed with monetary relief