Consumer complaint received 2024-02-11
Product: Prepaid card — Gift card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: AMERICAN EXPRESS COMPANY (ME)

Here is an account of my correspondence with the Company. The Gift Card is a Hilton Card, number XXXX expiration XX/XX/XXXX. The following information was shared with the Maine US Attorney, but they have not resolved the issue and referred me to this cite. 

On XX/XX/XXXX I purchased a Hilton Gift Card for {$100.00} using their online services as a gift to my sister XXXX XXXX. 
XXXX XXXX attempted to use the Gift Card at the XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, Room XXXX. 
The Agent at the Hotel informed us that The Card was declined. ( I was standing with XXXX XXXX at the time ) On XX/XX/XXXX, I called XXXX which is the number provided on the Hilton Invoice that the Gift Card was attached to. The Agent informed me that XXXX would call me back. I never received a call back from this call. 
On XX/XX/XXXX, I again called XXXX and spoke with XXXX who told me that XXXX would call me back. I did not receive a call back from this contact. 
On XX/XX/XXXX, I called XXXX which is a number on the back of the Gift Card. I spoke with XXXX XXXX XXXX. The Agent told me that he looked up my account and that the data showed that I purchased a Gift Card, it did not show any transactions, and that there was no balance. The Agent told me that he could not help, and that I needed to call the place that I ordered the Card from. I did not accept the Agent 's response and requested his supervisor. I was forwarded to the Escalation Team. I was referred to a number XXXX. 
On XX/XX/XXXX, I called XXXX and spoke with an Agent by the name of XXXX. XXXX referred me to an Agent by the name of XXXX. ( My records do not reflect the results of this call ) On XX/XX/XXXX, I called XXXX and spoke to Agent XXXX who told me to call AMEX. He gave me the number of XXXX. I called XXXX and the automated message instructed me to enter the XXXX digit card number. I added the card number and the automated message said thank you and then disconnected me. 
On XX/XX/XXXX, I called XXXX and spoke with an Agent by the name of XXXX. XXXX told me that I would receive a call back. I did not receive a call. 
On XX/XX/XXXX I called XXXX and was instructed to call XXXX. I called the number and spoke with XXXX XXXX who told me that they are a third party and could not help. 
On XX/XX/XXXX, I called XXXX and spoke with Agent XXXX who told me that she would escalate the issue and that I would hear back by Tuesday. She assigned case # XXXX to my case. 
I received an email message from Hilton Guest Correspondence on XX/XX/XXXX requesting information which I provided. I was told that I would receive a resolution within 72 hours. I did not receive a resolve, and only received an email on XX/XX/XXXX telling me to call another number. I hope that this narrative and the attached documents provide you enough information to help me resolve this issue. I am requesting that I be reimbursed the {$100.00} that I paid for the card. I do not want the money to be added to the card since the Gift Card will no longer be of use to XXXX XXXX. I have spent over four hours on calls and hope that this issue will be resolved quickly.