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American Express Services Europe Limited

Financial Ombudsman decision DRN2811756 Partly upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Funds blocked or frozen, Complaint handling

In the Ombudsman’s words

placed a restriction on his account that means he is unable to use his credit card on the mobile payment serviceFunds blocked or frozen

Amex did give Mr L incorrect information when he first complained as it told him it wasn’t able to prevent the use of mobile payment services on a specific mobile deviceComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2811756.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.