Credit Cards and Plans
American Express Credit CardThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for American Express Credit Card's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 87 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:16/06/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a dispute with a merchant for false advertising, as they had sent me a product that was not as described. I attempted to resolve this with the merchant multiple times but was ignored, so I filed a dispute with American Express. The problem was that the merchant advertised an ingredient, PAP+ (tooth whitener), which was not actually included in the product, despite it being claimed on the merchant's website. It was initially found in my favour, and then I received a letter from Amex stating that it is now found in the merchant's favour, as the merchant "provided documentation showing that I received the item", which is completely irrelevant to the problem in the first place. The supporting documentation provided from the merchant shows them attempting to email me asking me what is wrong with the product and offering help, while intentionally leaving out my response to the email to make it appear that I didn't. try resolving it with the merchant first, *********** ***** ** **** ** *** ***** ***** *** *** ****. I am constantly reopening my dispute and adding supporting documentation proving that I did try to resolve it with the merchant. However, they are still closing it in favour of the merchant instead of protecting a customer *** *** *******. * ** ** ***** **** ******** *******. I have called 5 times and filed a complaint. The agent told me I would receive a phone call about the complaint, which I never got and they closed the complaint anyways per an email sent to me. ** ** ********** **** **** ** *** ***** ** ******** ******* ******** ******** * ******* ********** ***** *** ******* ******* ** ****** *** * **** ***** **** **** ** * ******** *** * **** ***** ** ******* ** **** ***** ** *** ********* ** ****** *** **** * *** ** ******* ** ** *** ***** ** *** ****** *** ****** **** **** * ** ******* *** ******* ********** ********** ***** ** ** ****** ** *** ********* *** ** ********* ************Business Response
Date: 16/06/2025
We were able to reconnect with our Cardmember on 06/16/2025 to discuss their concerns as outlined in their BBB Complaint.
As per our conversation, the complaint has been escalated to the Complaint Resolution Team for handling.
Please be advised that the Complaint Resolution Team has 5 business days to contact you once your concern has been escalated. We apologize for the delay and will reconnect with you as soon as possible.
Customer Answer
Date: 16/06/2025
Complaint: ********
I am rejecting this response because:This was an attempt to reach out to me which I appreciate and the person on the phone was pleasant. However, I have been told that my complaint has been escalated twice before during two separate occasions before this agent called me and have received no further contact. American express needs to act before I accept this as a resolution, as I do not trust that simply being told about a “complaint escalation” will provide a resolution.
I have defined a resolution as a chargeback found in my favour, ***** ** ** ** ******* *** **** ********** ******* ***** *** ************* ** **** **** *** *** ******* ** *** ********. I am more than happy to work with complaints should they actually call me this time, but again until then and a resolution in my favour is rendered, I still consider this unresolved.
Sincerely,
****** *******Customer Answer
Date: 23/06/2025
Hey, I would like to close a complaint ********, American Express credited my account which was what I wanted as a resolution. All is good :)Initial Complaint
Date:28/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am submitting this formal complaint regarding a dispute I raised with American Express concerning a CAD 12,204.00 charge **** ********* *********** ********** Despite submitting all required documentation demonstrating that I returned the items in accordance with the merchant's policies, American Express has unjustly denied my dispute on the grounds that there is no confirmation of a refund—precisely the issue at the heart of this complaint.
Background:
• On February 3rd 2025, I purchased items totaling CAD 12,204.00 from ******* ********** ************ using my American Express card.
• I initiated a return using the prepaid return label provided directly by Cartier, in accordance with their return instructions.
• I dropped off the package with UPS and received a UPS drop-off receipt, which I provided to American Express as proof the items were returned.
• Proof of delivery (POD) confirms that UPS successfully delivered the return package ** *******. UPS has also officially closed the case, verifying successful delivery.
• I included ********* return policy from their official website, which states that customers are eligible for a refund upon receipt of returned merchandise: ***********************************************Business Response
Date: 28/05/2025
Please be advised that our Cardmember's complaint is currently being handled by the Complaints Resolution Team. Based on their findings, a written response outlining their decision will be mailed out to our Cardmember. If they remain unsatisfied with the outcome, there are instructions in the letter for further escalation.Customer Answer
Date: 02/06/2025
Complaint: ********
I am rejecting this response because: I did not hear back from anyone from there complaints and resolutions team.
Sincerely,
***** *******Business Response
Date: 03/06/2025
Please be advised that this complaint has been handled
by the Complaint Resolution Team. Based on their findings, a written response
outlining their decision has been mailed out to our Cardmember on 06/03/2025.
If they are still unsatisfied, there are instructions in the letter for further
escalation.Initial Complaint
Date:29/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have held my American Express Platinum Credit Card since 2022. Since being a member I received **** ******* Status. Recently my **** ******* Status was downgraded to ****** *****. I am not sure why I was downgraded, as I still held my Platinum Credit Card and I am in good standing. I tried to resolve through Amex online chat, but after 2 attempts, and nearly 2 months, I never got upgraded back ** ****.
I booked 3 ******* hotels in March, and I lost a lot of benefits from not having the status, including 25% bonus points, room upgrades, late check outs. I value all of these benefits deeply and was the main consideration getting this credit card.
I would like to know why I was downgraded and what can be done to compensate for the lost status?
Please email me back at, ******************.Business Response
Date: 05/05/2025
We were capable of reconnecting with our Cardmember on
05/05/2025 to discuss their concerns as outlined in their BBB Complaint. As per
our conversation, we consider the matter resolved for now.Initial Complaint
Date:28/04/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I disputed a charge in the amount of $118.03 with American Express for a purchase **** ****** ****** that they allege was shipped to me but which I never received.
*** ********* ****** **** ******** ******* ** **** ****** ** * * ********. After reviewing the information I provided to American Express and after reviewing the information provided to American Express by ****** ******, American Express has refused to reverse the charge and states that "a proof that the order was delivered to the shipping address" was provided by the merchant - which is patently false - NO proof of any kind was provided to American Express as actual evidence of the delivery of the item in question- other than their statement that the item was delivered, along with two different ****** tracking ID numbers which appear on one of the documents, ***** * **** ************ *** ********. I requested either a copy of a DELIVERY SIGNATURE with my signature on it OR A DELIVERY PHOTO of the parcel/ item in question on my front doorstep, ***** ** ****** ******** *** ****** **** **** ******* ******* ** **.
NEITHER has been provided to me in the correspondence I received from American Express, which is undated, *** ****** ** ********* ****** * * ********.
The delivery in question was allegedly made to my home address in red deer Alberta, ***** ** ******* ****** **** *** *** ***** ******** ******* *** ** ******* *** ********** * **** *** ** ****** ********* ** **** ******* *** *** ******** ** **** ******** *** **** ***** ******* **** *** ** **** **** *** **** ********* ** ***** *** **** **** **** **
I am again requesting either a delivery signature for the item question with my signature on it, or I want to see a photograph showing the parcel being delivered to my doorstep as they claim it was. If neither can be provided I want a refund of my $118.03.
Thanks, **** *******Business Response
Date: 30/04/2025
We
have attempted multiple times to contact our Cardmember but we were unable to
reconnect with them directly to discuss their concerns. We would strongly recommend to our Cardmember
to call us, at their earliest convenience, to address the matter in further
depth. Our toll free number is ###-###-####.Customer Answer
Date: 01/05/2025
Complaint: ********
I am rejecting this response because: American Express has my correct phone number on file and my proper email address on file and they have NEVER contacted me since I filed this Complaint with the BBB. Their statement is Patently FALSE.I will, however contact American Express by telephone tomorrow during normal business hours and I will Record the call for quality control, and future reference. I would like to thank the BBB for their assistance and will notify the BBB of the result of the telephone call with American Express, with respect to this ongoing, Unresolved BBB complaint.
Sincerely,
**** *******Business Response
Date: 05/05/2025
We thank our
Cardmember for their time in reaching out to us today, 05/05/2025. During our
conversation with our Cardmember, we were able to address their concerns as
outlined in their complaint and consider the matter closed for now.Initial Complaint
Date:17/04/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contacting in Reference to Number **********
I have contacted Amex Canada on a dispute of a recent transaction involving one item that the Retailer did not put in my bag when I paid and left their store.
Amex had credit me $54.00 for the item that was not put in my bag.
I noticed this week that Amex re-charged me $54.00.
I received a letter stating that the Retailer responded by saying that I was at the store. That is correct, but the $54 item was never put in my bag.
I want Amex to credit back the $54 plux taxes or else you can close my Amex account * **** *** ** ***** ******** **** *** ******Business Response
Date: 22/04/2025
We were capable of reconnecting with our Cardmember on
04/22/2025 to discuss their concerns as outlined in their BBB Complaint. As per
our conversation, we consider the matter resolved for now.Customer Answer
Date: 23/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
Date:02/08/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
on 7/29/2024
my amex canada account got closed for no reason. I later checked letter saying I misused my credit card which I don't believe I did anything wrong.
1. I did use ****** card to purchase ****** gift card for my personal ****** account once in a while, which I see nothing wrong with the card usage.
2. for the account closure, I have cashback available on my SimplyCash® Preferred Card for more than $400 dollar and account supervisor denied to send me the cheque for this amount of cashback which I cumulated for an entire year and now I'm not able to receive it.
3. My platinum business card I just renewed two months ago for a heafty annual fee. Now the account is closed and account supervisor denied to refund partial for the annual fee.
What I'm asking:
reinstate my amex acount (3 credit cards) OR provide business plat annual fee refund & cheque for cashback from SimplyCash® Preferred CardBusiness Response
Date: 02/08/2024
Please be advised that your complaint has been
escalated to the Complaint Resolution Team for handling. Once their
investigation is complete you will receive a written response with their
findings/outcome.Initial Complaint
Date:02/08/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Dispute of Incorrect Debt Reporting
Dear Sir/Madam,
I am writing to formally dispute the debt that american express claims I owe. I do not have a contract with your company, and despite my request, I have not been provided with the original contract or any supporting documentation that substantiates this debt.
I request that this incorrect information be removed from my credit report immediately. Additionally, I expect a written confirmation that this erroneous debt has been erased from my credit report, sent to my address: ****** ******* ****** ******** ** *** ****
Thank you for your prompt attention to this matter.
open date on my credit report: april 2021
amount: 1812$Business Response
Date: 08/08/2024
The Complainant’s account has been forwarded to
***** ****** ******** at this time. ***** ****** ******** had tried to reach
out to the Complainant yesterday, 08/08/2024, but the call was disconnected
after the account information was verified. If the Complainant wishes to discuss the matter
further, we would strongly encourage them to reach out to Total Credit
Recovery: ###-###-####. Until they are able to have a wider conversation
with the Complainant and their grievances, we consider the matter closed for
now.Initial Complaint
Date:29/07/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not liable for this debt with American Express and I have't signed any contract with them so I want this to be removed from my accountBusiness Response
Date: 06/08/2024
Our Complaints Management Team has attempted to reach out to our Cardmember numerous times to no avail. If they wish to discuss the matter in further depth, they can reach American Express through the number on the back of their card or via **************. Until then, we consider the matter closed for now.Initial Complaint
Date:26/07/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have phoned 5 times since May 6/24 to have a 100$ gift card reissued. Each time I received an apology and a promise that a replacement card will be coming by mail within 2 to 3 weeks. I was even promised that it was going to be ***** to me, but apparently that customer service rep was wrong. Per the phone call July 23, I am told to wait another 2 to 3 weeks and to follow up if I still do not receive it . I have spoken to 2 “ Supervisors “They have no way of tracking it or knowing if somebody is actually mailing it out . They do have the correct address- It’s been verified many times. * **** * ** ***** ********Business Response
Date: 26/07/2024
We were able to
reconnect with the Complainant today, 07/26/2024, and had discussed their
concerns outlined. We had provided the Complainant with further information on
where to address their concerns with the appropriate Services.Customer Answer
Date: 06/08/2024
Complaint: ********
I am rejecting this response because:I don’t want the case closed. I have not received a replacement card yet . I was away from home until Aug 5, so didn’t have the opportunity to call the number given to me by bbb rep. I will do so tomorrow ( Aug 7). The Amex rep was as helpful as he could be given that apparently the complaint has to go to a different branch. I am satisfied with your representative, but am still VERY unhappy with this whole situation.
Sincerely,
***** ******Business Response
Date: 08/08/2024
In our discussion
with the Complainant on 07/26/2024, the product that they had purchased
is through a service that is outside of American Express. We would not have the
line of sight to be able to address the matter further with the Complainant and
have provided them with the contact information to reach the appropriate
service line for the product’s Gift Card Services.Customer Answer
Date: 10/08/2024
Complaint: ********
I am rejecting this response because:I called the number that the Amex representative gave me, but that number just referred me back to the phone number on the back of my gift card- automated message only!
I still have not received my replacement card. I contacted the company yet again Aug 9 , was told by “a supervisor “ that I would get an email update immediately after the phone call( never received )and was asked for identification with my address on it- I emailed my drivers license. I now have to wait another 3 to 4 weeks. **** ** ********** ***********
Sincerely,
***** ******Business Response
Date: 13/08/2024
As we had discussed with the Complainant on 07/26/2024, the product that they had purchased is through a service that is outside of American Express. Although we may be partnered with the product in question, all facilitation, redemptions and concerns are directed through the Gift Card’s Services. Beyond our partnership with this service, we do not have further line of sight into the matter and recommend that the Complainant discuss the matter further with the Gift Card’s Services – their number would be located on the back of the gift card.Customer Answer
Date: 22/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:06/06/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
mar 31, 2024 my ***** rental car got stuck in the snow in quebec owing to lack of winter tires.
***** call centers were not ready to entertain the claim for the amount I spent to call the police despatched towing company who freed me after 2 hrs of being stuck in a remote area.
***** ***** *** *** ** ********* * ******* ** ***** ********* ******* ****** *****.
when the merchant is unresponsive it becomes the duty of my credit card company to mediate.
**** ******* ****** **** ** *** ** *** **** ******** ** ***** **** ** ** ******* * ******** **** ** ****** ********* ***** ***** ********** *** **** ****** *** **** ** **** ***** ********.
I decided to cancel my card and stop payment to AMEX Canada Markham until they owned up and compensated me for the money I spent due to their merchant negligence.Business Response
Date: 06/06/2024
Please be advised that on 04/11/2024 our Complaints
Resolution Team had mailed out a letter confirming their findings and the
outcome of their investigation with our Cardmember's complaint. Should our
Cardmember not be satisfied with the outcome, there is literature in the
Complaints Handling brochure, that was also mailed out and currently available
on our website, through which our Cardmember can escalate further their
concerns. Our Cardmember can reach **** who will conduct their own assessment –
given there is no further escalation levels at Amex. The contact
for **** are as follows:
Phone: ###-###-####
(toll-free)
Online: *******
Email: *****************
Mail:
********* *** ******* ******** *** ***********
** ***** ****** ****
***** ***** ** ** *** *
******** ******** *** ***Customer Answer
Date: 06/06/2024
Complaint: ********
I am rejecting this response because:I cancelled my card due to AMEX failure to support a client in a dispute **** * ********* ********. Please pay back the rest of my annual fee before you wish to collect any money from me. I don't care to escalate, I am not paying AMEX a dime until I am owed what is due to me
Sincerely,
*** ********Business Response
Date: 18/06/2024
We thank our Cardmember for their response/feedback. All levels of our escalations procedures have been exhausted. If our Cardmember remains unsatisfied with the outcome from our Complaints Resolution Team, they can reach out to our ********* ******:
Phone: ###-###-#### (toll-free)
Online: *******
Email: *****************
Mail: ********* *** ******* ******** *** ***********
** ***** ****** ****
***** ***** ** ** *** *
******** ******** *** ***Customer Answer
Date: 11/07/2024
Complaint: ********
I am rejecting this response because:I have received no response from any ********. * ** ****** ********** ***** ** ******** **** **** ** ********* ** ************ ****** **** ******** ** *** ** *** ******* **** **** ***** *** ** ******* ********** ** ********* ********* ****** *** **** **** ** **** ******* ** **** ** ***** *** **** **** **** ******* ** ***** ****** **** ***** ***** **** ****** ** ***** ** ** ***** ****** * ******** *** ****** ** ******* *** ****** *** *********** *** **** ***** ********* ****** ****** ******* **** **** *** * ***** *** *** ** ***** * *** ****** ******* *** *** *** ****** **** ***** *** ******* *** ****** **** *** **** **** ******** *** *** *** ***** *** **** ** ****** *** ****** ******* ** ** ****** **** * **** ***** ** ******** **** *** ****** ** ******* *** ** *** ******* *** *** **** **** ** ** ******
Sincerely,
*** ********Business Response
Date: 16/07/2024
We thank our Cardmember for their response/feedback. All levels of our escalations procedures have been exhausted. If our Cardmember remains unsatisfied with the outcome from our Complaints Resolution Team, they can reach out to our ********* *******
Phone: ###-###-#### (toll-free)
Online: *******
Email: *****************
Mail: ********* *** ******* ******** *** ***********
** ***** ****** ****
***** ***** ** ** *** *
******** ******** *** ***
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