Business Profile

Credit Cards and Plans

American Express Credit Card

This 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 Complaint

The 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:09/02/2024
Type:Customer Service Issues
Status:
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.
American Express failed to handle my recent dispute case #**********
And I need a refund as soon as possible in the amount noted.
Typically Amex helps with disputes,but this time unfortunately Amex let me down.
Business Response
Date: 09/02/2024
Please be advised that your complaint has been
escalated to the Chief of Complaints Office for handling. Once their
investigation is complete you will receive a written response with their
findings/outcome.
Customer Answer
Date: 10/02/2024

Complaint: ********

I am rejecting this response because:

**** ** ********* **** ****** ** *** **** *** I am not willing to wait for another 2 weeks only to be informed quietly about the same result that I already have now.
So I need the funds back as soon as possible!
Since Amex shouldn't even escalate my case this far,it should have been resolved within the first day of my dispute back in Dec!
So I reject the response, since Amex is siding with the merchant ******* * ***** *** ********** *********

Sincerely,

***** ******
Business Response
Date: 14/02/2024
The Chief Complaints Office is currently reviewing your complaint and will complete a thorough investigation. The CCO will provide their findings in a written response to you shortly. The CCO thanks you for your patience.
Customer Answer
Date: 14/02/2024

Complaint: ********

I am rejecting this response because:
* ******* **** **** **** *** ********* *** *** **** ******** ** ********* *** **** *** ********
As I mentioned earlier my case shouldn't even reach this level in the first place!
I am disappointed how Anex handled this case!

Sincerely,

***** ******
Business Response
Date: 23/02/2024
Thank you for your new message. As previously shared, your complaint is being supported by the Chief Complaints Office and a written response will be send to you with the details of their investigation. We thank you for your patience and understanding.
Customer Answer
Date: 28/02/2024

Complaint: ********

I am rejecting this response because:
Seems this communication is isolated from my communication with Amex.
*** ****** *** ********* *** **** ******** *********

Sincerely,

***** ******
Business Response
Date: 06/03/2024
We thank our Cardmember for their response. Our Cardmember’s case is currently under review by our Chief of Complaints Office. Upon the completion of their investigation, our Chief Complaints Office will mail a substantive written response with their findings.
Customer Answer
Date: 09/03/2024

Complaint: ********

I am rejecting this response because:
For the same previous reason!

Sincerely,

***** ******
Business Response
Date: 20/03/2024
Please be advised that this complaint has been handled
by the Chief of Complaints Office and the cardmember has been provided with a
written response. If they are still unsatisfied there are instructions in the
letter for further escalation.
Customer Answer
Date: 22/03/2024

Complaint: ********

I am rejecting this response because:

Same as my previous response.
Amex failed to handle my issue properly.
And I am disappointed **** **** ***** *************

Sincerely,

***** ******
Business Response
Date: 01/04/2024
Please be advised that on 03/20/2023 our Chief of
Complaints Office had mailed out a letter confirming their findings and outcome
of their investigation of 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 over to.
Customer Answer
Date: 02/04/2024

Complaint: ********

I am rejecting this response
Because the business is keep sending the same script that was already rejected over and over again,
I have responded few times to that response, and I am not accepting it under any circumstances!

Sincerely,

***** ******
Business Response
Date: 12/04/2024
We thank our Cardmember for their response. AMEX has completed reviewing their case at all three levels of escalation. We encourage our Cardmember to escalate the matter to **** who will conduct their own assessment, given there is no further escalation levels at Amex. Our Cardmember can contact **** as follows:

Phone    ###-###-#### (toll-free)
Online:   *******
Email:     *********@****.ca
Mail:       ********* *** ******* ******** *** ***********
** ***** ****** ****
***** ***** ** ** *** *
Toronto, Ontario, *** ***
Customer Answer
Date: 22/04/2024

Complaint: ********

I am rejecting this response because:

I am not willing to waste anymore time, since Amex is not coaporating.
*** **** ****** **** ********* ********* *** *** ******* ******** *** **** ** ******* *** **** ****** **** ********** **********

Disappointed

Sincerely,

***** ******
Initial Complaint
Date:02/01/2024
Type:Service or Repair Issues
Status:
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 July 5th 2023, I registered for an American Express credit card offer on my account, and I received a confirmation that I successfully registered for the offer. When I went to the store the next day to use the offer that I had successfully registered for, the offer had disappeared from my account.

I contacted American Express regarding this issue and I was told that this issue would be looked into. It has now been over 5 months and I have not even been contacted by telephone directly even once to get the relevant details from me. American Express has just been brushing me and this issue off, and not a single contact by telephone has been made with me regarding this issue. I have proof that I received the offer as well as proof that I successfully registered the offer to my account. I have lost out on $100 from this offer due to this issue from me not being able to use my offer. I would like the offer that I have rightfully registered onto my account to which I can show proof for.

It has been over 5 months now with no resolution to this issue, this is very frustrating. I regret signing up with American Express and will be recommending others to avoid American Express.
Business Response
Date: 03/01/2024
Please
be advised that on 09/15/2023 our Chief of Complaints Office had mailed out a
letter confirming their findings and outcome of their investigation to our
Cardmember's complaint. Should our Cardmember not be satisfied with this
outcome, there is information in the Complaints Handling brochure, that was
also mailed out prior and is currently viewable on our website, through which
our Cardmember can escalate their concerns further.
Customer Answer
Date: 03/01/2024

Complaint: ********

I am rejecting this response because:
I did not receive any response from this business. Furthermore, I have specifically asked that a representative directly contact me through telephone so that I can provide my side of this issue. This company is just trying to push their side without investigating my side of this issue. The fact is that I received this offer and the fact is that I registered for this offer successfully. I have proof/evidence of receiving the offer and registering for the offer because I have screenshots and emails with my name and account number with the offer. This company has just been saying that there was no offer for me.
********** ******** ******* ***** this company can’t even directly have a phone conversation with me or its’ customers. I will not be satisfied or consider this issue resolved until I am contacted directly through telephone regarding this issue where I can provide my account of the issue, my phone number is provided in the initial complaint. This company is not treating its customers with respect or even like human beings.

Sincerely,

**** ****
Business Response
Date: 10/01/2024
Thank you for your response.
Amex has completed reviewing your case at all three levels of escalation. We encourage you to escalate the matter to OBSI who will conduct their own assessment; given there is no further escalation levels at Amex. You can contact OBSI as follows:
Phone: 1-888-451-4519 (toll-free)
Online: obsi.ca
Email: *********@****.ca
Mail: Ombudsman for Banking Services and Investments
20 Queen Street West
Suite 2400, P. O. Box 8
Toronto, Ontario, M5H 3R3

Customer Answer
Date: 15/01/2024

Complaint: ********

I am rejecting this response because:
The issue is that you continue to say all 3 levels investigated without contacting me directly to get my side of the issue. This means that this “investigation” is one sided which isn’t a true investigation.

You continue to give the same generic response over and over again. I have not been contacted directly by telephone even once regarding this issue, which is what I have asked for as a resolution. Rather than providing the same generic response, call me and explain what the findings were. Anyone can just say “we have investigated”. You continue to say I did not receive the offer when I have evidence/proof of receiving the offer. I have provided my contact phone number and will not consider this issue resolved or investigated until I can physically talk to someone from this company giving me a proper explanation.

Any reputable company of this level would be able to physically have a phone conversation with their customers, this has been a disgusting experience with Amex where they refuse to talk to their customers.

Sincerely,

**** ****
Business Response
Date: 24/01/2024
At American Express, we take customer complaints seriously and are committed to resolving them in a fair and transparent manner. In this case, we have followed our established complaint resolution process, which included three levels of escalation. Throughout this process, our team conducted a thorough investigation and provided timely responses at each stage.
Our final response detailed the outcome of our investigation. We believe that the resolution provided was in accordance with our policies and procedures, which are designed to ensure fair treatment.
If our Cardmember remains dissatisfied with the resolution provided, they have the right to seek further assistance from the ********* for Banking Services and Investments (OBSI). The OBSI is an independent body that impartially reviews such cases. The contact information for OBSI are as follows:

Phone: ###-###-#### (toll-free)
Online: obsi.ca
Email: *********@obsi.ca
Mail: Ombudsman for Banking Services and Investments
  20 Queen Street West
  Suite 2400, P. O. Box 8
  Toronto, Ontario, M5H 3R3
Customer Answer
Date: 26/01/2024

Complaint: ********

I am rejecting this response because:
Once again, American Express continues to not contact me directly on the telephone. Not once has this company contacted me directly on the telephone regarding the issue ever since the complaint. This company continues to say they have investigated but has not contacted me to get my side of the issue which any real thorough investigation would include. I have proof/evidence of the issue but American Express is not even considering looking at it with their “investigation” which makes no sense.
There has been no transparency whatsoever. Please contact me directly on the telephone and provide some transparency to this so called “investigation” and allow me to provide my side of the issue which has yet to be done by American Express.

Sincerely,

**** ****
Initial Complaint
Date:12/12/2023
Type:Order Issues
Status:
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 the American Express aeroplan reserve card and The terms and conditions of my credit card state that for every $5000 in net purchases, I will receive a boost of 1000 SQM and 1SQS to my aeroplan account. However, American Express is not honoring this as it is written in my cardmember agreement. They told me that if I exceed the $5000 threshold in a single transaction, the residual amount does not get carried over to the next cycle. I.e., if I spend $10000 in a single transaction, it will only count for one boost. The remaining $5000 doesn’t count at all, and even worse is that the next cycle doesn’t even begin until the next day. Hence anything else I spend that day does not count to my next threshold either. They were telling me that this is in the agreement but when I went through the agreement with them, it stated nothing to this effect and then they backtracked and said that’s just how it is. This is not right, because by not counting the residual of a transaction or any other transaction that day, they are not truly giving me my boost for every $5000 in net purchases. As such, they are in violation of my agreement and need to be held responsible.
Business Response
Date: 20/12/2023
Please be advised
that our Cardmember's complaint is currently being investigated by our
Complaints Management Team. Once the investigation is complete, they will be
followed up with as soon as possible of the outcome.
Initial Complaint
Date:25/09/2023
Type:Customer Service Issues
Status:
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.
Someone filed for a credit card in my name and it was not me.
Business Response
Date: 25/09/2023
We have reached out to the Complainant today, 09/25/2023, and have addressed their concerns as detailed. From our conversation today, we consider the matter resolved.
Initial Complaint
Date:02/08/2023
Type:Service or Repair Issues
Status:
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 signed up for the AMEX Bonvoy Credit Card in February 2023, with a sign up bonus of 50,000 points when you spend $1500 in the first three months. I hit this spending requirement on April 3rd after six weeks, I contacted them and was told it would be 8-10 weeks to receive the bonus points. When I had not received the bonus after that time I contacted them again, and they said it would be 8-10 weeks after the closing of the 3rd statement. 10 weeks after that day is today, July 31. When I called today I was told "Fridays and Saturdays don't count" in the 10 weeks!? That doesn't even make sense. I have been waiting 10 weeks already and I want my sign up bonus points. I have a trip planned for August that requires these bonus points.
Business Response
Date: 03/08/2023
We were able to
speak with the Cardmember today, 08/03/2023, and have addressed their immediate
concerns for now.
Initial Complaint
Date:14/07/2023
Type:Customer Service Issues
Status:
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 February 10, 2023, my AMEX card got cancelled as I entered into a consumer proposal. Since then I have heard nothing from them. My credit score say that I have never missed a payment and the amount is 0. No phone calls, no emails nothing until two days ago when a collection agency emailed said I owed money even though I am in the consumer proposal. I called AMEX yesterday and the lady on the other end said she could not give me any information. I asked to speak to a supervisor or manager and she proceeded to tell me there wasn't one to talk to and hung up. I called back and was told that he did not have a supervisor or manager and there was nothing else he could do.
Business Response
Date: 21/07/2023
The account is being reviewed by the relevant parties who will follow up with you.
Initial Complaint
Date:26/05/2023
Type:Billing Issues
Status:
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 went on a golf trip with my friends in Myrtlebeach , North Carolina about 7 weeks ago.

We decided to go to a bar (******* ***********) on the 10th of March and we used my American Express credit card to pay for our bills (which was 477 CAN$).

The waitress told me that I had to give my driver licence as well because i was an international client (from Canada)

She came back saying that my card was refused and I had to use a different card. I offered my *** **** which I use only for emergencies. She later came back with the same excuses (card was not working) and she gave me a form that I had to sign authorizing the establishment to charge me later on once I would've talked to my bank institution.

I've been asked to pay for the waitress tips with Cash directly since those wouldnt be included in the credit card charges. (100$ cash) and I left the establishment.

3 days after I left Myrtlebeach, I've received my credit card statements with the followings :

- American Express : 477$ CAN
- American Express : 1847$ CAN
- **** *** : 9552$ CAN
- **** *** : 2162$ CAN

All of the above are NON VALID charges. I haven't bought anything beside a few beers and shots (477$). I have never authorized or bought anything else than the first charges. I have been scammed and my credit card has been used by the staff establishment (I assume). I can't talk to anyone at the bar to fix this situation, **** / Amex havent been able to help me neither. I need your help to fix this situation, I do not possess that kind of money (****** ** * **** ******* ******)

Thanks in advance for your help ** ********* ** ******* *** ** ******** *** *** ** ***** *********
Business Response
Date: 31/05/2023
We've reached out to
the Cardmember and have discussed the next steps regarding their concerns.
Subsequent to this conversation, we consider the matter resolved for now.
Customer Answer
Date: 01/06/2023

Complaint: ********

I am rejecting this response because: nothing has been done so far beside contacting me. I am still waiting for a resolution from American Express

Sincerely,

******* ********
Business Response
Date: 05/06/2023
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:16/05/2023
Type:Service or Repair Issues
Status:
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.
My complaint is in regards to ******** bonus points that I have earned but that AMEX has not credited me. When I first enrolled for this card in June 2022, part of the the promotion was that if I charged more than $1500 to my card in the first 3 months, I would receive 20,000 bonus ******** points. I did so and received those points.

The other part of the enrolment promotion was that if I charged more than $500 in a billing period, I would be credited not only with the regular ******** points but also an additional 2500 bonus ******** points for that period. This was a promotion good for the first 12 months I had the card. I have charged more than $500 to my card in each billing period, but have only received 2500 bonus points on each of the first 7 statements. I have not received my bonus points on the February, March, April or May 2023 statements.

I first telephoned AMEX on this on March 5, 2023 (AMEX reference # **********) at ************. The agent told me I should have received the points for my February statement and that he would request them and that I should have them in 7-10 business days. Never happened.

On March 14, 2023 I telephoned again and said I had not received my February or March bonus points. (AMEX reference # ***********). AMEX agent Jenny was familiar with the problem. She told me that staff had been issued a note on February 2, 2023 that there was a problem with AMEX ******** card holders not getting their bonus points and that the back office was aware of this ”technical problem”. Jenny said that it would take 8 weeks for me to get my February and March bonus points. She said there was no need to phone back each month.

Despite qualifying each month, I have not received my April or May bonus points either.

So AMEX owes me 10,000 ******** points.

Phoned Amex again on May 15 same story.

I want my points and compensation for extra costs incurred to buy airfare because I did not have access to my points.
Business Response
Date: 16/05/2023
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:01/05/2023
Type:Customer Service Issues
Status:
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.
For the last few months American Express Canada has been calling with a recorded message to call them. We have not received a live person, just a recorded message and it does not say why they are calling or who they are trying to reach. This number ********** is a business number and the business does not have an American Express card. I called on Monday April 24 to try to inform them that the number they are calling is not a valid number and I also faxed them on Monday April 24. They say they are unable to do anything unless they have a card number.
Before this goes to some collection agency where we will then again probably just receive a recorded message I am looking to have our number searched and removed from their call list.
I am sure there is someway they can figure out who they are trying to call and remove this number from their rotating robo calls.
Today April 28 we have received four of these recorded messages.
Business Response
Date: 10/05/2023
We have reviewed the
nature of your complaint and have taken the necessary steps to have this
investigated further to ensure the cell number you have provided is no longer
contacted for the previous reasons established.
Customer Answer
Date: 10/05/2023

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:04/04/2023
Type:Product Issues
Status:
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 had booked an excursion for my trip to Egypt and then cancelled and booked with another tour operator. I then canceled and rebooked with a more reputable tour operator. I have proof of my cancellations within my account. I took a tour and am happy to pay for it. The tour operator I canceled with still charged my account. I filed a complaint and it was not in my favour. The tour operator submitted a drawing of my and my spouse "Enjoying out tour" that did not even look like me. I submitted a screen shot of my account showing it was listed as cancelled and pictures of us on our actual tour (which look nothing like the drawing) and the credit card company still accepted the merchants false evidence. They said I did not cancel and I enjoyed my tour. Even if I didn't cancel ( which I did) the tour was not taken and that was not me in the drawing and the merchant did not deliver the service and in fact submitted false evidence..... I am at a loss for words as to how American Express can accept a drawing as proof that I was on a tour when I have pictures of me on the tour I actually did take....
Business Response
Date: 04/04/2023
We had spoken with
the Cardmember as of today and consider the matter resolved for now. As
discussed, the case has been re-opened and may take approximately 6-8 weeks for
further evaluation/outcome.
Customer Answer
Date: 04/04/2023

Complaint: ********

I am rejecting this response because:
this would have been the 4th time they have said this and nothing gets done . It is unbelievable that they would accept this as evidence and take 6-8 weeks to handle a very straightforward case
Sincerely,

***** ********
Business Response
Date: 14/04/2023
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.
Customer Answer
Date: 25/04/2023

Complaint: ********

I am rejecting this response because:
they have still not responded and continue to let the charge remain…. I have called several times and am told it should be reversed but no one reverses the charges and nothing gets done
Sincerely,

***** ********
Business Response
Date: 28/04/2023
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: 05/05/2023

Complaint: ********

I am rejecting this response because:
there has been no response at all
Sincerely,

***** ********
Business Response
Date: 11/05/2023
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.

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