Consumer complaint received 2023-02-02
Company: AMERICAN EXPRESS COMPANY
State: RI
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:
On Wednesday, XX/XX/XXXX I called the American Express XXXX XXXX Balance phone number, XXXX, to reconfirm the balance of {$250.00} on the gift card. The balance came back saying {$00.00} ( XXXX cents ) which I immediately knew was wrong, so I hung up and called again ( since I could not figure out how to request another entry ) just to make sure that I didn't make a mistake, and it came up with the same {$00.00}. 

- I then selected the " XXXX or XXXX '' prompt and was on hold for 30 minutes before someone picked up. I explained to the person that my balance should be {$250.00} but it is saying {$00.00} and this is wrong and needs to be fixed. The individual then asked my questions like " Have I used the card '' which I answered as no, and that I have the card in my possession, and it has been in my possession always ( I leave it in my desk draw at home until I would need to use it, which is next week while on vacation ). 

- The individual then told me that she can look it up and tell me what activity she shows on the card ( I again informed her that I have not used this card at all ). 



- The individual then proceeded to give me the information that showed up : * XX/XX/XXXX An amount of {$64.00} was charged at XXXX, XXXX XXXX XXXX XXXX XXXX ID # : XXXX * XX/XX/XXXX An amount of {$39.00} was charged at XXXX XXXX XXXX XXXX XXXX, XXXX, ID # : XXXX * XX/XX/XXXX An amount of {$70.00} was charged at XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX ID # XXXX * XX/XX/XXXX An amount of {$7500.00} was charged at XXXX, XXXX XXXX XXXX XXXX ID # XXXX Total is : {$240.00}, leaving {$00.00} on the card. 

The individual then told me that per their agreement, they do not pay for stolen amounts, which I then explained that from what I understand, this was hacked and not stolen ( I have the card )!! But she insisted that they do not pay, and that I would have to call these business 's and tell them that these are Unauthorized Transactions and the money needs to be put back onto my card. I explained that no business would do this as they do not know me, this is something American Express needs to do on behalf of good customers ( I have been a customer over 18 years ). I repeated that this had to be due to a security hack as I have never had the card leave my house, but she just keep repeating that I have to call these vendors. 

So I hung up and called the XXXX on XXXX XXXX XXXX in XXXX XXXX and asked for the manager and explained about the Unauthorized Transaction and I am the Gift Card Owner and I need them to give me the amount back- he got very upseyt, told me he would not be douing that, he has no idea who I am and he would not give me his name, only that I can go by, he is the manager at this location and the time is XXXX EST time and that is all he can give. He also said I need to call the police not him! 

- I then called American Express Customer Service hoping I can get the kind of help I have always gotten from American Express, I spoke to someone who was very pleasant and wanted to help but told me ( after I asked to speak to a manger or supervisor ) that she was sorry, but I have to work with the Gift Card phone number that I called earlier. 

- I then Looked up the Executives for American Express out of XXXX and found XXXX XXXX XXXX, Chief Credit Officer and Executive Vice President, Credit and Fraud Risk and tried to call him ( at ( XXXX ) XXXX ) because my concern is this is fraud that he probably has no idea about, a system appears to be hacked in the Gift Card division. The operator told me she has no phone number to connect me to XXXX XXXX but I could send an email to XXXX which I did, but no response. 

I then called the Gift Card customer service ( after speaking with American Express Rewards, thinking they would help me ) and they suggested I call back the Gift Card Customer service again and ask for a manager. Soon XX/XX/XXXX I spoke to a person named XXXX, ID : XXXX and explained my situation and she manager, and XXXX reiterated they do not pay for these types of issues. She could not connect me to a manager, as she could not find one, but I asked her to take my name and phone number and to please have the manager call me directly. Apparently the American Express Gift Card business is located in Georgia and she sent him an email, but she could not copy me on that email. 

At this point, I have spent way too much time without the hope of anyone helping me, hence my request to obtain some help. The issues as I see it, is that American Express did not safeguard my card number and as a result, someone hacked their system and got my card number and used it, and I should not be penalized for this!!!! 

My apologies for the length of this, but this is what I tried to do to get help and have gotten absolutely nowhere. Please help me get my {$250.00}. 

Thank YUou in Advance!

Company response to consumer: Closed with explanation