Business Profile

Credit Cards and Plans

American Express Credit Card

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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

88 total complaints in the last 3 years.
35 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:17/03/2023
Type:Product 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.
This is a problem with the mobile app on android for Amex Canada Credit Card. The app asks me for feedback every two weeks. I want a response from the developers of the app if this is normal or if this will be fixed. When I asked customer service on live chat, they just passed my issue off and gave me answers like sorry you feel that way instead of asking someone from the development team or manager to reach out to me which isn't good customer service.
Business Response
Date: 21/03/2023
We had spoken with
the Cardmember today 03/21/2023 and have confirmed the matter resolved.
Customer Answer
Date: 21/03/2023

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:15/02/2023
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.
dear Sir or Madam
My American Express card is canceled without any reason,I call them to check what happened ,the first agent ask me to hold,and dissapear for 1 hour. Then I call them again ,they told me they could not do anything and then hang up directly even don't want to hear anything.The problem is that I have 200 dollars more in the account,They even don't give me a solution,and I also don't know why they canceled my card without any reason.please help me ,thank you very much
Business Response
Date: 24/02/2023
Tell us why here.. 3 attempts were made to reach cm , discussion with cm in dec to obtain docs, no docs were received to date, decision made to close.
Customer Answer
Date: 25/02/2023

Complaint: ********

I am rejecting this response because:AE said that they tried to contact me 3 times but I didn’t received Once yet,in fact they locked my card without any reason, I tried to contact them for almost 1 month because their call is too hard to contact and tried different time ,finally I contact them ,they ask me to provide the materials,but at that time I have a vacation,after that I prepared to provide the materials. They canceled my card, I called them,they asked me to wait on the phone for more than one hour, I called them again to ask why we had to wait so long,they hung up the phone and never answered our phone again,which made me so angry, I never met this kind of service. I just want to know why my card was canceled and when i will get my balance back.** **** ** ****** ********** **** **** ** **** ** ** ******** ** ******** *** ********** **** ** ******* , now I don’t know how to contact them,I need them to apologize and send me the balance .and I appreciate you very much for helping me

Sincerely,

***** ****
Business Response
Date: 27/02/2023
Our Credit Services
was capable of reconnecting with our cardmember today to review the needful
and have considered the matter closed on our part.

Should
our cardmember have further concerns, our number for Customer Service, for
general inquiries, can be reached at ###-###-####.
Initial Complaint
Date:01/02/2023
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.
Name: ****** **** ******* ****** **. : # *******

I have registered a promotion on my American Express ******** ****** card, which the detail of the promotion is received 100$ credit in the statement balance if I book any hotel before 1st Jan 2023 via ******** ****** app or web...
I did booked a trip to Philadelphia us on 29 of Dec 2022, which I confirmed with the hotel front desk many times to post my charge before 1st Jan 2023.. They confirm with me they will and there would be no issue at all
But finally I found that the charge has been took on 30 DEC 2022...which is eligible to receive the bonus 100$ credit on my american express card.. But ******** *** set the post date as 1st 2023.. Which my American Express tell me ******** system justify I'm not gonna receive the credit...
Now the AMERICAN EXPRESS ask me to contact ********, ******** ask to contact with AMERICAN EXPRESS
This is really unacceptable, they playing with their customer ** ***** ***** from them..
Business Response
Date: 02/02/2023
We have spoken with
the cardmember to address their concerns directly and confirmed the matter
resolved. They will receive a letter confirming the reference number and a copy
of our Complaints Handling Brochure.
Initial Complaint
Date:17/01/2023
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.
I got American express aeroplan business reserve credit card in the month of September, 2022 . At the time of applying for the credit card, american express offered me a welcome offer of 95k aeroplan point upon spending $7000 within first three month. I spent $7000 by November 2nd, but when I did not receive my aeroplan point, I call american express canada and they said that i have to wait for another 6-8 to get my 95K point. That 6-8 deadline was suppose to end December 31st, 2022. On January 1st when i still did not get the point, I called them again and they said that they have system issue and my issue has been raised with the team and I should get my point in next 3-5 business day. On january 10th I called and again they said the same things that we are working on the issue. i did not receive any call from anyone. On january 16th when I called them again, they mentioned that points will take another 6-8 weeks because of system issue. According to them It can take upto 6-8 weeks from the day the promotion cycle end however on their website under terms and conditions its clearly written that point may take 6-8 weeks from the day you reached the required spending limit. I reached the required spending limit on November 2nd so I should get my point from 6-8 weeks from that time not after the promotion cycle.

The ticket number for my complain with American express is ******** and the supervisor I talked to is Cherry -Ext *******.

I ** ********* *** ********** ** ***** *** ********* **** ** ******** ******* ******* *** ******* *****
Business Response
Date: 18/01/2023
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: 18/01/2023

Complaint: ********

I am rejecting this response because: this response is not the solution to the problem . I am receiving this message from American Express from last 4 months and still did not get any solution . I have attained the threshold for the points in Early November and it’s been almost 3 months since I am waiting . The timeline to resolve the complain under consumer relationship team is 3-5 business days which they already passed it .I am not looking for the system driven message but a message where they can explain about the problem.

Sincerely,

****** ******
Business Response
Date: 20/01/2023
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: 24/01/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

****** ******
Customer Answer
Date: 26/01/2023
I keep getting the same response from American Express that the request is with complain resolution Team and they will get back to me . It’s been more than 4 months since I raised this request and so far I haven’t receive any clear response from them . Their Time line to resolve the request is 56 days and they have already passed that time time. I am looking for the solution of the problem and not the vague reply that the issue will be resolved in future
Business Response
Date: 01/02/2023
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: 01/02/2023

Complaint: ********

I am rejecting this response because: it’s the same response they are providing every time with no clear answer

Sincerely,

****** ******
Business Response
Date: 08/02/2023
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: 15/02/2023

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:08/01/2023
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.
The credit card provider has blocked my account without an explanantion even though I have paid my balance in full by the due date. They have charged me the $700 annual fee and I have not been able to use any of the benefits associated to the annual fee.

In addition, I have tried to call customer service over 10 times and no one has been able to help me. I am constantly put on hold for 1 hour to 2 hours and then they automatically hang up.
Business Response
Date: 19/01/2023
Three attempts were made to reach the client. With a voicemail left at each attempt. We have received no response back from the client. No supporting information as requested on January 5th, when we last spoke to the client.
Initial Complaint
Date:12/12/2022
Type:Billing 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.
I was contacted by amex and convinced to change my card to a corporate card. I have been paying my payments on my corp card ever since. I was supposed to get bonus points that took months to add in what was an already frustrating process as I had to fill out paperwork 5 times to get the card issued. Then follow up for months on the free points. Now I am sent to collections on the old card that should have been paid and closed as my last statement I got via email shows -0.04 balance. The collections agency has to request the statements from amex and no one at amex can tell me what this balance is for nor did I get any calls or letter mail. Frustrated is not even the right word. The rep that handled this change over did a terrible job and because of this my credit rating has now been affected and I was forced to pay the balance to avoid it going any longer without even knowing what its for. I want my credit bureau fixed and updated as this is clearly a mistake on AMEX behalf and not mine, I have not missed payments.
Business Response
Date: 28/12/2022
We understand that your issue has since been resolved. As such we will consider the matter closed.
Customer Answer
Date: 28/12/2022

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:17/11/2022
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.
I have been an American Express Platinum card member for about 14 years with an impeccable credit history. On April the 12th I mailed in a letter with a new email and a new phone number. Yesterday they cancelled my card and I have spent the last 45 minutes with a CSR agent that was totally clueless. She indicated that they have been calling and calling ( a # that is no longer in service which makes no sense that they would call that on multiple occasions) and sending emails to an email that doesn't exist. She offered me 1/2 of my annual fee back and I said that that was not acceptable. I demanded a supervisor who (ACCIDENTALLY) disconnected me and did not call back. My card should be reinstated or the annual fee returned and I am asking for your help
Business Response
Date: 28/11/2022
The cm called in and a supervisor already spoke to him and the issue was resolved
Customer Answer
Date: 30/11/2022

Complaint: ********

I am rejecting this response because:
I'm confused. There was no resolution whatsoever. After investing 45 minutes of my time and speaking to a supervisor, we were disconnected and the supervisor never called me back. On April 12, 2022, I provided Amex with new contact information (phone ###-###-#### & email ***********@*******.com or *********@*******.com) indicating that I was moving from a company phone and email to a personal phone and email. More recently, they stated that they had attempted to reach me multiple times at the OLD number (###-###-####) and email (t.******@*******.com). Obviously the company emails bounced back because I was no longer there, and the phone number was no longer mine, yet they continued to attempt to contact me through old contact information. When they couldn't reach me, they cancelled my account. This obviously could affect negatively on my otherwise perfect credit. When i attempted to resolve these issues with them, they refused to reinstate my card after many years of use and even refused to refund my annual fee, which is completely unacceptable.

Sincerely,

***** ******
Business Response
Date: 20/12/2022
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: 22/12/2022

Complaint: ********

I am rejecting this response because: their only communication is that they are “working” on it, no direct communication or resolution and it’s been 6 weeks which seems unreasonable, request is simple, reinstate card or refund annual fee and return forfeited points. I still want someone to pick up the phone after a supervisor disconnected me.

Sincerely,

***** ******
Business Response
Date: 29/12/2022
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: 04/01/2023

Complaint: ********

I am rejecting this response because: American Express responded verbally to my satisfaction yet I do not see that response in the BBB documentation. In other words we have reached an agreement but I have seen nothing in writing to confirm that.

Sincerely,

***** ******
Business Response
Date: 05/01/2023
Please be advised that this complaint has been handled by the Complaint Resolution Team and the cardmember will be provided with a written response. If they are still unsatisfied there are instructions in the letter for further escalation.
Initial Complaint
Date:04/11/2022
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 purchased *******: *** ******** ********* ****** *** ************ ***** with a total of $299 USD ($392.10CAD) on the ********* website using an American Express credit card on 2 May 2022. And the shipment was supposed to be in May 2022 till July 2022 there was no communication from the merchant and they ignored my comments on the inquiry of the status/ on requesting a refund and declined any of my posts on their ** group page.

I've attempted all ways to request a refund but no luck and my item are not being shipped by the merchant. In the latest shipping manifestation with the merchant a week ago, my order number is not listed there at all. And last but not least, even last week when I checked my status, the merchant continue to ignore my comment on the inquiry/ cancellation request. ********* refuses to help in any situation and this is beyond frustrating. And American Express keeps on declining my dispute request and close my dispute without communication. I've provided all documents, and they did not ask for further information before they close it. Leaving me helpless in the situation. I've called Amex more than 6 times to communicate regarding the dispute and provide information and the exact situation and they still refused to help me get my money back.

I want a refund of this amount since I'm not being provided with the item at all and American Express credit card services should have the responsibility to protect the customers from any providers like this.
Business Response
Date: 10/11/2022
We had attempted on multiple
occasions to try and reconnect with the ** to gain further clarity as to the
feedback provided in their complaint. However, we have not been able to get in
touch with them since. As per the conclusion of the investigation, previously initiated regarding the aforementioned transaction illustrated by the **** complaint, the results remain unchanged and the concluded.
Customer Answer
Date: 15/11/2022

Complaint: ********

I am rejecting this response because: I have never been reached out by the bussiness before filing complain with BBB. I have initiated the contacts and provided documents and proofs that I have not received the items on many occasions and I have not been provided with any formal feedbacks or resolutions. I demand action of refund for this purchase.

Sincerely,

******* **
Business Response
Date: 29/11/2022
I have tried reaching ** a few times, i have left a detailed voice message for the ** to contact the se to see if they will still receive the item back, that is what the se advised over a year ago, just to send the item back for refund
issue resolved
Initial Complaint
Date:13/10/2022
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 October 7th, an **** customer service rep accidentally cancelled my aeroplan reserve card without me specifically giving my permission to cancel or telling them I want to cancel. They read the disclaimer and after that I specifically told them not to cancel but they still cancelled it accidentally. I also have already paid for the second year annual fee of $599 already which I also need a refund on. Now that the card is cancelled in error, I have checked and I have lost my worldwide companion pass that I have acquired in my aeroplan account after meeting the requirement of spending more than $25000. I called aeroplan and they told me **** is the one that issues the passes and they can easily reinstate it. After calling back each day, I was told I would receive a callback very soon either within a few hours or the next day. However, that never happened and they just kept stalIing.

Today October 12, I received a call thinking it was from a supervisor of some sort. However, it was the original customer service representative. I have been waiting to hear back from a supervisor for a few days already. The same representative told me that they cannot reinstate the companion pass or the credit card for some reason which I know to be false and untrue because there have been many experiences online with **** of other people getting their card cancelled in error and having them reinstated with no problem. The rep told me they would give me a measly 30$ credit as compensation, which is completely unacceptable and should be illegal what they have done or doing. **** *** **** * ***** *********** ********** ** I cannot use the card and I also have lost the pass that I have spent over $25000 on to acquire specifically. *** ******** ******* ** **** *** **** ********* ************** *** *** *********** ******** *** *** ****** ** ** *** ****** ********. I would need to get my worldwide companion pass reinstated somehow with whatever necessary means as soon as possible.
Business Response
Date: 08/11/2022
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:27/09/2022
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.
I have now had to contact Amex three different times with regards to thousands of dollars worth of missing membership rewards points.

In January 2022, I cancelled a Cobalt card, and the agent assured me the points would first be transferred to my Gold card.

Several months later these had not been transferred so I called again, and was again assured they would be transferred immediately, along with a 100k bonus for the inconvenience.

I just realize these still have not been applied and called a third time. The agent told me they were transferred, and then when I asked where to see that, he put me on hold for 10 minutes and came back and said they actually weren't. *** ***** *** **** ****** **** **** *** ** *********** ******** **** ** **** **** ** ** ***.

I expect the points transferred, the 100k bonus, and a detailed summary sent to me of all actions taken.
Business Response
Date: 20/10/2022
Please note that the complaint was resolved on October 5 and the customer has been sent a letter outlining the outcome.
Customer Answer
Date: 21/10/2022

Complaint: ********

I am rejecting this response because: There has not been a resolution. IN fact, I have dealt with this for over 6 months with no resolution or removal of fraudulent charges.

Sincerely,

***** ****
Business Response
Date: 09/11/2022
Please be advised that this complaint has been handled by the Complaint Resolution Team 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: 15/11/2022

Complaint: ********

I am rejecting this response because: We have received no response. This seems like a great way for AMex not to have to address issues with the BBB. Please post reply here.

Sincerely,

***** ****
Business Response
Date: 18/11/2022
“Please be advised that this complaint has been handled by the Complaint Resolution Team 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: 26/11/2022

Complaint: ********

I am rejecting this response because: Nothing has been received and nothing resolved. Typical experience with Amex.

Sincerely,

***** ****
Business Response
Date: 01/12/2022
our position has not changed, “Please be advised that this complaint has been handled by the Complaint Resolution Team and the cardmember has been provided with a written response. If they are still unsatisfied there are instructions in the letter for further escalation.”

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American Express Credit Card is NOT a BBB Accredited Business.