Consumer complaint received 2025-11-20 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: AMERICAN EXPRESS COMPANY
State: WV

Complaint narrative:
I bought an American Express gift card for {$500.00}. ( sent someone to buy it. I do not drive and there are no taxis, XXXX etc in this town we recently moved to ) so I could shop online. I made a purchase on XX/XX/XXXX with XXXX for {$110.00}, that was adjusted to {$110.00}. The order was to be shipped in XXXX separate boxes, so the amount was divided by cost of each box. XXXX canceled the order as XXXX of the boxes, I was told, got damaged in shipping and the other items, lest for XXXX, were not available. So, I called XXXX and requested a refund, which they promised I would receive. That was XXXX XXXX. While waiting for my refund from XXXX, on or about the XXXX or XXXX, I went online to place a food order with XXXX XXXX XXXX, but my card did not work. I went to the American Express gift card site to check my balance but the card did not register, so I called card services and was told my card had been flagged for possible illegal activity. What? Apparently, or so I was told by a XXXX, XXXX had tried to refund my money XXXX times over, causing the card to be flagged for fraud. I called and called and called and no one could assist me. They were investigating. I was then asked to submit documents, the receipt for the original purchase plus the XXXX emails XXXX sent me regarding the XXXX refunds ( XXXX boxes, XXXX separate amounts refunded ). I sent the documents on XX/XX/XXXX and was told it would take XXXX to XXXX business days for my card to be reinstated. I have been lied to on multiple occasions. I spoke to many supervisors and managers, XXXX who told me I would have my money in XXXX hours. That didn't happen. Then, I was promised by a higher up at Amex, that I would have my money by XXXX XXXX XXXXXX/XX/XXXX, as that was the fifth and final day in their XXXX XXXX XXXX  day investigation, even though a XXXX had stated that they were aware this was not my fault and all of this was XXXX 's mistake. Monday came and went and I could still not use my card. I phoned on Tuesday and was told by a female XXXX that my money was there, she quoted the amount and said I could use it right now. I signed in to order food, placed many items in my basket and went to check out. The card STILL DID NOT WORK! I phoned yesterday and was told the same BS that I was told from the beginning, reiterated by a monkey who had nothing else to tell me. " We have your documents ; they are being reviewed ; it will take XXXX XXXX XXXX  business days ... '' I HAVE HAD IT! They are holding my money XXXX and no one can seem to help me. I do not have a job. I need food for my family! I phoned again today and was told the same thing I am told each time I call. It is as if I am in a loop and nothing is being done. I think they are going to tell me XXXX XXXX XXXX business days forever and never return my money! I can not afford to lose {$480.00}. and change! I just called them again, that is twice today and was told the same thing, XXXX XXXX XXXX  business days!!! I AM LOSING MY MIND HERE! I advise no one to buy these gift cards! AMERICAN EXPRESS IS PERPETRATING A FRAUD! I WANT MY MONEY! I NEED TO BUY FOOD!

Company response to consumer: Closed with non-monetary relief