Consumer complaint received 2024-10-04 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: GA

Complaint narrative:
I received two Amex prepaid card, {$30.00} and {$15.00} respectively as part of a reward program. The description of the card said that it would be able to be used in any stores where amex is accepted. I have an amex credit card and have had little to no issues using the credit card at multiple stores, so I went ahead and selected the prepaid cards as a reward. 

I receive an email confirming that the cards were available for me to use. Once again I double checked and it still said it could be used in ANY store that takes amex. I tried to load it onto my XXXX Didn't work. Tried to use it on XXXX. Didn't work. Even tried to get a different giftcard to use seeing as it was practically useless. Didn't work either. The only place that accepts it is XXXX XXXX XXXX XXXX  and XXXXXXXX XXXX Which would not be an issue if not for the fact I discovered that even when in your virtual wallet, XXXX  % of in-store businesses do not accept it anyways. 

This is including major retail brands. Concerned I called the customer service, incase I still needed to do anything to resolve the issue on my end. Instead of a solution I was told there was basically nothing they could do, and to just add it to my virtual wallet. Which once again as I stated earlier, is pointless as it doesn't work in store either. I was told I would need to have the card registered to my information ( name, zip code, address ) and when I asked for the card to be registered, I was then informed that the amex prepaid gift card can not be registered. 

At that point I was very frustrated and felt like i was talking in circles. Nothing was resolved and the call ended with me more confused than when the call first started. I decided to do research on my own to see if anyone had figured out how to use the card or what stores actually take the card. Instead of advice I found similarly disgruntled and unhappy customer who were experiencing the same issue. 

The consensus was that Amex was claiming that it was for safety reasons so they could verify certain purchases, however this make no sense as once again, it was stated that I could used the prepaid card anywhere that takes Amex. XXXX is one of, if not the biggest online stores, and yet it flagged as suspicious? XXXX? XXXX? I would understand if it was a shady website but alas, if common sense was present in this issue I would not have to file this complaint. 

I have since called 4 times since then ( XX/XX/year> ), I have been hung up on, or not been able to connect with an agent. Granted this is a lot of work for {$45.00} however it is the principle of the matter, I am a customer, this is money I worked for and earned. I should be able to use my money especially considering the misleading information that was given seeing as Amex definitely know this is an issue, and yet they still claim that their prepaid card can be used anywhere that accepts Amex. 

It is deceitful and frankly disappointing. This was supposed to be a gift for my XXXX XXXX XXXX baby brother for his birthday and now I have to rush last minute for a situation that could have easily been avoided if American express had been honest from the word go.

Company response to consumer: Closed with explanation