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Make Sure To Get You Rewards Points If They Cancel Your Account!
Posted by Hejsan on 05/02/2009
American Express canceled my Rewards Plus account a couple of weeks ago and seemingly zapped out my 51,000 rewards points (51,000 Delta miles or other possible rewards). I was really bummed until I read the following:

American Express Changes Membership Rewards Policy

By Kevin Gipson, New Orleans Consumer Attorney on Mar 31, 2009 in Credit Cards

American Express has announced a policy change regarding its Membership Rewards program.

The policy change permits a cardholder that is in good standing at the time that his card is cancelled to redeem his Membership Rewards points for up to 90 days following the cancellation of his card.

American Express did not define what the term good standing meant, but did state the change in policy was due to its recent decision to cancel the cards of members who were current on their payments but that were considered to be a credit risk.

Before this policy change, if an American Express card was cancelled for any reason, the Membership Reward points were lost.

American Express also announced its intention to honor cash-rebate cards.

If the customer has an outstanding balance on his account, then the cash-rebate will be applied to the balance. If the balance is less than the cash-rebate, American Express will issue a check for the balance to the customer.

Finally, American Express said customers who had their cards canceled recently, but before the policy change, can contact American Express Membership Rewards customer service for a case by case decision on whether the customer will be permitted to redeem the points.

I called and they instantly credited my Delta Sky Miles account for 51,000 miles. So I'm satisfied - They can give or deny credit to me - it's their money - but they can't take away points/miles I've already earned. That would be plain wrong. I'll take the miles and take my business elsewhere.

I just wanted to make sure anyone e4lse who has this happen makes sure to claim their miles with the rewards program asap!

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Posted by grandma005 on 2009-05-02:
I voted this very helpful.
Posted by Anonymous on 2009-05-02:
And it shows!...
Posted by Ponie on 2009-05-02:
A very helpful heads up, heisan. My Sis is thinking about a new car and she's concerned something similar may take place which would make them lose the large collection of points they have on their GM accounts. With their luck, she's probably right. One of their cars is an Olds. :)
Posted by Patrick on 2012-06-29:
Never a late payment but they took my points and cancelled my account due to my credit score (student loans). :(
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Poor Customer Service
Posted by Jon21 on 08/07/2012
I don't know why anyone uses American Express over Visa. Their fees are extensive and their customer service is awful, and not all business except Amex.
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Posted by Joanne on 2012-11-07:
American Express is the card choice for Macy's customers. I have given Macy's a lot of business in the past. Long and short of it is American Express did not send me a statement for an online purchase and then they sent me a statement the next month with a finance charge and a late fee when they never sent the bill. I called them to let them know I did not receive the statement and they basically told me don't worry nothing will happen to your credit. I told them that I saved money using the Macy's Star Rewards coupons and that they were taking that away by giving me these fees and that I was not responsible for them not sending me a bill. They said they did bill me and that it was not their fault the US postal service lost my bill. Oh, so it's my fault? I told them to look at my history of payment and tell me if I am not a good paying customer, ontime and in full. This is their way of making money and it wasn't going to happen to me again. I closed the account and would not consider another one. I also have an LLBEAN visa and they have changed banks and I have never in twenty years not received my statement. Something is up here. Beware of AMEX
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Banking system designed to rob consumers
Posted by Miket1024 on 06/29/2012
DALLAS, TEXAS -- I am setup for Autopay with American Express. I recently made a much larger than usual purchase. I was nervous about high interest charges, so I went online and made the payment manually. American Express still processed the autopay resulting in thousands of dollars drained unexpectedly from my checking account and putting me in a position of possible overdraft. They indicated that it takes 7 business days to process a refund. In these days of computer banking it is nothing less than irresponsible to have a banking system that does not protect against double payment; it can only be concluded that American Express has designed their system this way deliberately in a blatant attempt to get an interest free loan from their own customers. Add to this the deliberate delay in correcting the situation and it is nothing less than criminal. SHAMEFUL!
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Posted by clutzycook on 2012-06-29:
Autopay is not smart pay. You arrange for the money to be taken out of your account automatically and then make a manual payment? Many people will sometimes make additional payments (I'm one of them), so how would Amex know that this was not your intention?
Posted by CowboyFan on 2012-06-29:
Seven business days is a reasonable period of time in which to get a refund for a mistake the op made. There is a sign I saw once which said something like "your crisis does not mean I have to drop everything to help you now." In other words, they will follow their normal procedures regardless of whether op's mistake made a problem for him.
Posted by trmn8r on 2012-06-29:
I do not agree that AMEX set this up to take advantage of getting an interest free loan.

Autopays are pretty much exactly that. They can't be cancelled on a few days notice, and I doubt AMEX's or many other companies' systems are set up to realize that you already paid manually.
Posted by madconsumer on 2012-06-29:
by paying an additional payment, your auto pay will still draft your bank account. only way to stop the auto drafting, is to cancel auto pay.
Posted by FED UP on 2013-06-27:
Recently set my account on minimum auto pay. I went in the store to make a small purchase my ATM card would not work. When I got into my bank account there was an overdraft because American Express auto pay tried to extract balance. I immediately checked my account, and indeed it was set for full balance. I called both bank and credit card to explain what had happened. That was June 16, and today is June 27, and American Express said there is nothing they can do its all automatic, however they can still add fees to my account. Meanwhile my business checking account is paralyzed in overdraft of $3000.00. I cant deposit cash, I had to remove most of the funds there, so the overdraft would be reversed. Apparently they can keep submitting the payment to the bank however many times they want. Not only that, but in between time isn't certain either, so if I put a stop payment, if they try again within 3 days it can still be paid. Meanwhile I have had to go into my other accounts change the banking info to make payments from my personal account, its a total mess. I cant deposit the company checks into the personal account unless I change the account and paperwork, names and so forth. Im beyond FED UP at this point. Hopefully they will finally stop trying for wrong amount payment before next months bills are due, I don't know what I will do then, because all funds are frozen. Never again.....nightmare city.
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Poor Email Customer Service When Redeeming Rewards Points
Posted by Galvez on 04/15/2011
In the last 8 days, I have redeemed rewards points for ecerts from American Express. When you redeem for an ecert, you are supposed to have access to the certificated within 3 hours. The 2 most recently purchased took 6 1/2 to 8 1/2 hours to get. When I contacted Customer Service through email, I was contiually told to go to the web site. The only problem is, I told them I had already gone to the web site. Over and over again, I got the same responses, as if there was a bot responding, rather than a real person. It was really frustrating to not have the issue resolved. Finally I called them and requested someone in the United States (which it seems that the American in American Express means we have few people in America), and was transferred to Canada. At least the Canadian understood the problem and understood English. She told me the issue had to be addressed in the US. I finally got to the right person in the US, and my issue was responded to and resolved, but I wanted everyone to see the series of email responses from the email customer support people at AMEX. So how many times do you have to tell the AMEX representative that you have already gone to the web site before they stop telling you to go to the web site?

Response (Michael Anthony) 04/07/2011 05:11 PM
Dear Charles XXXXX:

Thank you for your reply.

Please note that I am responding for Dot Childs who is currently out of the office and I apologized that you are unable to use the Home Depot eGift Card.

Mr. XXXXX, if you would like for us to invalidate the $50.00 Home Depot eGift Card and return the 5,000 Membership Rewards (MR) points to your account, please respond to this e-mail.

As a gesture of good-will, I have issued 2,500 MR points which will reflect on an upcoming statement. Your points available are now 24,332.

I do apologize for any inconvenience this may have caused you.

We appreciate hearing from you and look forward to serving you again in the future.

Sincerely, Michael Anthony Email Servicing Team American Express Interactive Services

Customer (charles@XXXXX.com) 04/07/2011 04:18 PM
It is there now, but I was unable to use it today, when I wanted to use it. I requested it at 6am, and emailed yo that it was not there at 12:30. That is clearly more than 3 hours to process it. It is not really a reward if I cannot use it when I want to.
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Response (Dot Childs) 04/07/2011 03:09 PM

Hello Charles,

I apologize for the oversight on my part. Our records indicate that the redemption was processed today; therefore the e-certificate will be delivered to your email address within three hours of redemption.

If it has not been delivered within that timeframe, please forward another email to my attention and I will invalidate the certificate and reissue it on your behalf.

I apologize for any inconvenience this may cause.


Dot Childs
Email Servicing Team
American Express Interactive Services

Customer (charles@XXXXX.com) 04/07/2011 01:33 PM

I tried going there and it is not there. I always check there first. I need it in the next 15 minutes or will not be able to use it today.
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Response (Dot Childs) 04/07/2011 11:27 AM
Hello Charles,

Please note that once you process a redemption for an e-Certificate, am email is sent to you with the code and the certificate has to printed within 90 days of redemption. I apologize if the email was not sent.

Please log in to www.ecerts. Americanexpress.com with your User ID and password and then proceed to open/print certificate.

We value your membership at it was my pleasure to assist you.


Dot Childs
Email Servicing Team
American Express Interactive Services

Customer (charles@XXXXX.com) 04/07/2011 10:48 AM

I redeemed points for a $50 Home depot ecert and it is not available yet. When will it be available?


Response (Jitendra Punjabi) 04/15/2011 10:46 AM
Dear Charles XXXXX,

I am a manager with the Email Servicing Team. I am sorry for the inconvenience that you experienced.

I understand that you wanted to know when our technical team would contact you to resolve the issue. At this time, we do not have a timeframe by when this issue would be resolved. You can either have us return your points and process the redemption once again, or we can have paper certificates sent to you. Please let me know which option is convenient, and the details of the certificate that you would like us to redeem, and I will be happy to process your request.

Sincerely, Jitendra Punjabi Manager, Email Servicing Team American Express Interactive Services

Customer (charles@XXXXX.com) 04/15/2011 09:55 AM
Once again, it is clear that you are not reading my messages. I am considering cancelling my AMEX, because the rewards points are becoming too much of a hassle, and no one will actually respond to my issue. If you do not escalate this to a supervisor today, I will start redeeming my points and puting all autopayments I have on a different card.

Download Print

Response (Ritika Malhotra) 04/15/2011 09:23 AM
Dear Charles XXXXX,

I am sorry that you did not receive your Home Depot eGift Cards.

You will be happy to know that I have gone ahead and provided you with the information to redeem the certificates directly. The information is as follows:



Now, you may go ahead and use this information for redeeming the Gift Cards directly.

I hope you find this information useful.

Sincerely, Ritika Malhotra Email Servicing Team American Express Interactive Services

Customer (charles@XXXXX.com) 04/15/2011 08:10 AM
So when will they contact me?
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Download Print

Response (S. Bandopadhyay) 04/14/2011 12:37 AM
Dear Charles,

I've checked your account and I see your e-certificate for $50 Home Depot.

You should have received the e-certificates within 3 hours.

I would request you to please try once to access the certificate through www.ecerts. Americanexpress.com

You can take print out by clicking "View Certificate" on the following page.

But if this does not work then please contact us. I will return the points and reorder the certificates for you.

I also noticed that the email address provided by you in the order has the second part after "@" in capital letters whereas your email address with us has this in small letters. It is possible that the delay is due to the incorrect email address.

We sincerely regret the inconvenience and hope to resolve this issue to your satisfaction.

We look forward to your reply.

Sincerely, Sumita Bandopadhyay Email Servicing Team American Express Interactive Services

Response (Puja Bishnoi) 04/14/2011 10:43 AM
Dear Charles XXXXX,

I understand that you are not receiving your eGift Cards within the stipulated three hours.

We have forwarded this matter to the concerned department for review.

If the problem still persists, please call American Express Online Services at 1-800-266-7077 (Monday - Friday 9 am-12 am, and Sunday 10 am-6:30 pm EST) for immediate assistance.

If there is any further clarification you want, do write into us. We are always happy to help.

Sincerely, Puja Bishnoi Email Servicing Team American Express Interactive Services

Customer (charles@XXXXX.com) 04/14/2011 08:48 AM
You clearly are not reading what I am typing, or you do not have a great command of the English language. I never wait on the email. I ALWAYS go to the ecerts web site. Last week it took 8 hours for the ecert to be available on the web site, this week around 6 hours. This has nothing to do with the email notification. This has everything to do with when the ecert is available on the ecert web site.
Since no one seems to understand what I am saying, I am requesting that this issue be escalated to a higher level. I am tired of the canned responses, and would like to discuss it with someone who will actually read the emails and understands the actual issue.
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Response (S. Bandopadhyay) 04/14/2011 12:37 AM

Dear Charles,

I've checked your account and I see your e-certificate for $50 Home Depot.

You should have received the e-certificates within 3 hours.

I would request you to please try once to access the certificate through www.ecerts. Americanexpress.com

You can take print out by clicking "View Certificate" on the following page.

But if this does not work then please contact us. I will return the points and reorder the certificates for you.

I also noticed that the email address provided by you in the order has the second part after "@" in capital letters whereas your email address with us has this in small letters. It is possible that the delay is due to the incorrect email address.

We sincerely regret the inconvenience and hope to resolve this issue to your satisfaction.

We look forward to your reply.


Sumita Bandopadhyay
Email Servicing Team
American Express Interactive Services

Customer (charles@XXXXX.com) 04/13/2011 06:55 PM

The emails do not go to spam and I do go to the web site to check. The problem is that when you redeem points, it tells you that you will have the ecert within 3 hours, and it is taking much longer to get them than that. I am really starting to get disgusted with the rewards program. You did not even address my issue, you gave me a canned response. I actually expected more from AMEX, but I guess I should not have.
Response (Amit Dhupar) 04/13/2011 06:23 PM
Dear Charles XXXXX,

We are sorry that you were not informed about system problems in delivering e-Gift Cards. To ensure delivery of the e-Gift Card confirmation email, please take a moment to add Americanexpress@ecerts. Americanexpress.com to your Address Book or Safe List.

Also, you can always access your e-Gift Cards information at www.ecerts. Americanexpress.com. When you redeem points for e-Gift Cards, the information is automatically updated at above mentioned link.

I hope the information is useful.

Sincerely, Amit Dhupar Email Servicing Team American Express Interactive Services

Customer (charles@XXXXX.com) 04/13/2011 03:40 PM
Same problem today. What is going on with the ecerts? I am about to go to Home Depot and the one I redeemed points for over 3 hours ago is still not available! They are supposed to be available in 3 hours.
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Awful Customer Service
Posted by Dcampdcc on 11/06/2010
I consider myself to be a good customer, but in return I expect reasonable customer service. A week ago, I noticed a suspicious charge on my card in an amount that is sizeable to me (~$350). I am quite sure that the charge is fraudulent as it is for a company that is on the opposite coast/side of the country for me and in a city I have not visited in years. So, I tagged the transaction on American Express website. I received no reply so I called the next day. Customer service told me that they could see that their fraud department had the transaction and that I would hear back in the next day, or two. A week has gone and I have left several messages. I get no reply whatsoever!!!

I've gone through the miserable experience a couple of times before in my life of having fraudulent charges and the impacted companies have been terrific: prompt, concerned and even willing to airship a new card if need be (I've never required that, but it's a nice offer). American Express can't even acknowledge receipt let alone let me know what their status is. I am closing my account and will pay off the entire balance except for the suspicious charge. if small claims court is necessary I have kept copies of all my attempted email correspondence and logged the days/times that I've called. in this day and age, there is no reason any customer should knowingly give their business to a company that is this poor!
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Posted by Alain on 2010-11-07:
If credit card companies put as much effort into curbing fraud as they do signing up new customers there would be a lot less fraud.
Posted by Anonymous on 2010-11-07:
I have always been impressed with AMEX but lately I think they are stuck on stupid. Even BoA would have gotten right on this. Perhaps they are being efficient behind the scenes and already investigating. We'll hope that is the case.
Posted by dcampdcc on 2010-11-08:
Update to my original posting: Well, it turns out that you (incrediblelee) may have been right. Saturday, I received a letter via U.S. Mail that this item was indeed under investigation. However, since I had been advised by Customer Service (twice) that I would be contacted via email or phone call the day (or two) after I posted my transaction - - - it was too late: I had already canceled my account. I felt that I had no choice. I had incurred a $350 fraudulent (or at least suspicious) charge and had gone a week without any sort of acknowledgment by American Express. I had no assurance that my account wouldn't be charged further or that they were even working this transaction. To protect myself, I closed my account. 'too bad for both of us (i.e. American Express) - - though my individual loss is minuscule to them, I have already relayed on my experience to several including here. It's too bad for me in that I had accumulated Costco related points that I'll lose for this year, but that is minor compared to the hassle of trying to deal with their fraud department and customer service. I hope they improve, but I don't plan to be around to let them experiment on me! Discover Card and MasterCard and Visa associated banks seem all too eager to have my business!
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American Express Unauthorized Multiple ACH Payments
Posted by Rjgatot on 10/05/2010
I have been a card member with amex since 1997 in which time have spent over $14,000,000 on multiple platinum cards with the various companies I have owned and also had a $60,000 LOC from the banking Centurion arm and despite never missing a payment and paying my accounts in full each month perfectly for 13 years have recently lost all faith and been a victim of fraud and theft by them.

Starting in Dec of 2009 and the registration of auto-pay ( I had paid by phone the majority off the time in the past without any issues) they made one ACH withdrawal from my Acct the date the statement was due and a second two days later both the full amounts due as I had elected that option. As times are slow and the amount not that large I did not realize until I Rec my bank statement the first week in Jan. I now with a large balance coming lost faith and shut the auto pay off and made the min payment online in Jan. Two days later again came the ACH request ( mind you I also called to verify auto-pay was removed). This time though the funds were not avail. After calling amex they assured me it was A error on their side, wrote me a letter apologizing only to attempt the again seven days later again putting my banking account in distress as the ACH is held as pending for 48 hours and meanwhile items posting are either returned or held to only be cleared after the ACH from amex is returned. Of course they all have fees. This time I placed a stop on the amount although amex promised it would not happen again yeah well Bowman seven days later there it was.

In Feb I made my payment online without an issue other than it did not post as paid for 14 days due to what amex says I had derogatory info and had a returned payment within the last 30 days. This at the time had no effect on my spending ability since the account had no preset limit. In March I received a letter stating they seer closing account due to recently returned payments ( the ones I never made and they apologized for in a letter dated the day before) and what were the other 12 pages. Try the same letter for 12 other people all much worse than mine with all their account numbers and info etc on them and personal info regarding bankruptcies etc. Anyone else had similar experience or know the best route to take.
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Posted by tnchuck100 on 2010-10-05:
American Express has definitely gone down the toilet. This is about the worst case I have read. I would love to know what they had to say about sending you cancellation letters (and all that personal info) for the 12 other victims.

Have they damaged your reputation with your other business relationships? If so I would consider suing them since this is 100% their incompetence that has caused this.
Posted by rjgatot on 2010-10-06:
They have destroyed it as my bank failed and was closed by the FDIC the same day I had the first of the many in the past three months. I knew it was possible so I was already attempting to replace my line of credit at chase as my business has more than doubled it's revenue this year. Needless to say it halted that and also will defimatly cause my other lines and loans to be called. I already had my accounts closed at BOA e second most incompetent company out there. These companies are too big too fast and. So disassociated and departmentalized they have no idea what the other is doing I mean I owe BOA millions and they close my deposit accounts due to two returned checks that the funds were in the other bank until amex snagged them. I have a great case with all the letters the dummies wrote admitting fault. Then the best is the ones that violate ever section of the privacy act and I am almost positive that mrs. Frost will settle out of court. The damages are almost incalculable as I am bonded and this time of year the bond company asks for three months bank statements needless to say i can't submit teem for three more months causing a six month revenue gap next year. I am sure it os not over and they will continue proving their ineptness
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Why American Express Will Never Recover
Posted by KWC on 11/19/2009
I have been an Amex cardmember since 1987. At one time I had a Green, Gold, Platinum, Corporate, Blue and Optima. Over the years, I have cancelled the Blue and the Optima.

Amex was once a prestige product but those days are long gone. There is nothing to differeniate them from any number of MasterCard or Visa products; nothing to warrant the high annual fees Amex charges.

I pay my cards in full every month, yet, from day-to-day, it's a crap shoot if the cards will actually be approved for charges.

Moreover, since they decided to impose "limits" on these no spending limit cards, my credit score has been negatively impacted. The ratio between total open to buy and amount of credit used is a MAJOR part of the FICO score calculation. Within one month of Amex imposing a credit limit on my no-limit cards, my credit score dropped over 100 points!

I am in the process of relocating with my company and planned to sell my current home and buy a new one at my destination. Unfortunately, because of the damage to my credit score by Amex, I cannot qualify for a home loan/mortgage. Now, for the first time in my life, I have to rent an apartment while I work to pay off Amex so my ratio improves.

Other than my Corporate Card, which I am forced to use at work, as soon as I pay off Amex and get my home loan, I am cancelling all of my Amex cards, including my Platinum, and never going back.

IMHO, I believe that MANY consumers will be doing the same thing. You simply can't change the rules of a long-term relationship like this and expect that you will be foregiven. Amex will never return to the powerhouse it once was because of stunts and stratigies like this.
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Posted by Anonymous on 2009-11-19:
That sucks, but it is exactly what Amex wants you to do. They want you and many others, "off of their books" so that they don't look like they have too much available credit out there. They don't care at all about how getting you off of their books affects your life.
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GOOD RIDDANCE to American Express!
Posted by Americanexpresskarma on 10/08/2009
Just like a lot of the bad reviews American Express has been getting. We experienced the same thing today. We've been excellent customers for about 10 years now that is why we have the Platinum card. Never late on payments and paid off all charges every time we use this card.

In June 2009, they sent us a letter telling us that "Given the difficult economic environment ... we have had to make the difficult decision to lover your credit limit . . . to $3,300 (from a credit limit of $20,800). I still used this card for groceries and gas at Costco because this is the only credit card Costco accepts. We continued to be good customers and paid it off the entire amount due each month long before the due dates.

Lo and behold today while trying to pay for my Costco purchase, my AMEX card purchase was denied! Fortunately, I had cash on hand to pay for it. I called AMEX right away when I got home and they told me they decided to close our account today and they can only talk to my husband about it since he's the primary holder in our account. My husband couldn't believe it. He said he just used it this morning to buy gas at Costco.

He called AMEX and all they can say is that we have too many revolving credit in our account. It doesn't even matter to them that we have a good track record with them and no late payments with all our other credit cards. They said they have the right to close our account at anytime.

What awful business practice! They don't care about their customers at all. I'm only glad that I found out about it because we have several bills we do automatic payments each month through AMEX. Thankfuly none of them were due today!

The only thing that worried me is that this card is linked to our DELTA miles account and at this time we have over 357,000 miles to use for travel. I called DELTA to ask about our miles and thankfully they said it is safe and AMEX can't touch it! Thank you DELTA!

Is this practice even legal? I wish there would be an agressive lawyer out there who would put together a class action lawsuit against AMEX! Count me in!

Now I understand why AMEX is not accepted in a lot of countries. We have travelled to EUROPE and ASIA and tried to use it, but even the well established places we went to didn't accept AMEX. No wonder VISA is the most widely used card in the world. They treat their customers well and they have good customer service people who are actually in the USA (not INDIA) who knows what we're talking about!


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Posted by WScott on 2009-10-09:
I may be wrong but I think a company extending credit to you, including banks, look at your TOTAL AVAILABLE credit, not just what you have used. They worry that tomorrow you could use everything and get into a position where you cannot make all payments. Unpleasant it is to the consumer, it does make a certain kind of sense.
Posted by WScott on 2009-10-09:
One other thought: I think the reason many merchants refuse the AmEx card is it's very high commission rates, as opposed to the bank cards. Merchants, like all of us, hate to spend money they don't need to!!!
Posted by MaggieMcT on 2009-10-09:
I don't think you'll get too far with a lawsuit, since their terms and conditions are always written to allow them to change anything anytime.
Posted by americanexpresskarma on 2009-10-10:
I understand they look at the TOTAL AVAILABLE credit. It is always a risk to any bank that everybody they extend credit to can actually use up their entire credit. But we've been customers for 10 years and that has NEVER happened. We have VISA credit cards too, but we've NEVER gotten the BAD treatment AMEX has showed us. If any of you ever read the other consumer reviews, AMEX just toss up their customers whenever they want no matter if you have done good business with them for 25 years with no problem at all. Somebody just sits there and pick people at random which customer they want to toss. If they can change anything at anytime, this thought is not far off.
Posted by AmericanExIsCheater on 2009-10-28:
I wish if there is something we can do. Almost same happened to me and they are not giving me my cash back reward as they cancelled the card. They are the biggest cheaters in the whole Credit card business. I have visa for over 12 years and no issues never with them.
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American Express gift card scam
Posted by ScrewedByAmEx on 08/27/2009
SALT LAKE CITY, UTAH -- American Express is defrauding people - not limited to their own customers - with their so-called "Gift Cards." They intentionally tie up funds for no reason, even when a merchant tries to expedite a transaction.

I tried to use a 2.5month-old $100 gift card on 8/26/09 for a purchase of $81.26, and the transaction failed 4x. The merchant takes AmEx and tried to resolve the situation. AmEx claimed various fraudulent excuses: they authorized the funds, but the merchant declined; the merchant must not have gotten AmEx's authorization; the merchant needed to call AmEx and verbally provide their merchant code or else the funds would disappear for SEVEN DAYS; etc - different excuse from each AmEx representative

"Richard" the non-listening, non-responsive, snotty "floor supervisor" in the Salt Lake office repeatedly told me 8/27/09 "THERE'S NOTHING WE CAN DO" before even hearing the end of a question. He should not be in customer service, let alone a supervisor, although he fits right in at AmEx. The merchant went out of their way to get the transaction completed - which is what I and the merchant both wanted - but AmEx completely failed to do what they and their gift cards are supposed to do: help people make purchases.

The merchant contacted me and AmEx several times to exchange any necessary codes, authorizations, etc. to move the single transaction along, and AmEx kept giving conflicting stories to me & the merchant and NOT HELPING to resolve a problem that could have easily been overridden.

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Posted by MSCANTBEWRONG on 2009-08-27:
Was there an expiration date on the card? If so, did you use it within the specified time frame? I've used AMEX gift cards in the past with no problems but not recently.
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Will Cancel on and leave you stranded!!!!
Posted by Bugrad on 08/24/2009
So I decided to take a trip to Australia, making sure to pay off my credit card before I left. I had the card for about a year and my credit score was great. I get to Australia, started charging and kept on getting denied. I called up American Express which wasn't cheap from Australia. They told me I had "serious" delinquencies on my credit report. Went to check my credit report, terrified that someone was using my identity. The horrible delinquency was my student loan that was late because of an error in my school's system!!! I fixed it the next day and I called back American Express telling them my report is fixed and I am in perfect standing, telling them it was an error. After talking to many reps, all very rude and incompetent, they said nothing can be done. So I had to keep on borrowing money from friends for a month till I got back to the States. Never doing business with American Express again that is for sure.
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Posted by goduke on 2009-08-25:
While I, too, would be upset, I don't think that just because an agent says there's nothing they can do means that they are incompetent. It can also mean that there's nothing they can do.
Posted by ejack053824 on 2009-08-25:
Means AMEX is worthless!!
Posted by Bugrad on 2009-08-25:
They could do something. They could have requested a new credit report from Experian after I told them the mistake was corrected. They refused to do that and told me they already have a credit report-yeah an old one with the mistake still on it!! Also, they would put you on hold for half an hour an hour with no one picking up at all. Not very professional in my opinion.
Posted by laklisa on 2009-08-25:
Chances are if they requested an updated file, it would show as an inquiry on your cb file. Most places update once a month.
Posted by prkr on 2009-08-26:
I would take 30 days at the least to get your credit report updated even if the school fixed it the next day it could not possibly report on your credit file that fast. I work for a credit card company so I know that for a fact and why do people always say the reps are incompetent when they say they cant help most of the time its simply because they cant do anything due to company policy. Where I work if that happens you have to put in a whole new app for a credit card
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