Complaints

This profile includes complaints for American Express Credit Card's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Express Credit Card

  100 - 2225 Sheppard Ave E North York, ON M2J 5C2

• 

  American Express Credit Card

  101 Mcnabb St Markham, ON L3R 4H8

• 

  American Express Credit Card

  PO Box 5200 Scarborough, ON M1S 4B7

• 

  American Express Credit Card

  PO Box 3204 Station F Scarborough, ON M1W 3W7

• 

  American Express Credit Card

  PO Box 7000 Station B North York, ON M2K 2R6

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:21/09/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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 Credit Card advertised a promotion at the end of last year that they will provide new customers with ******** points + companion-pass if membership is activated on ******** associated American Express Card with a fee in that time frame; I was agree paying the card fee and applied for this card during promotion time frame; My membership has been accepted around December 2, 2021 and received the card. Even though ******** points transferred from amex to my ******** account without any problem until now, I did not received any companion-pass until now; my complain did not handled properly so I opened ticket ********** through customer service around mid August 2022, but no process received at all; Once my complains about ignorance on ticket ********** the customer support manager started to handle the complain, and opened a level-2 ticket ********* around September 14th. He promised I'll be called by case manager in 5 days; No information received I've called them today and no progress at all. What I hear always; that customer support sends email to department relative to ******** transactions but no reply from them. This issue is standing 293 days by today and received zero progress. Since this ******** related AMEX card is fee-based and activated during the promotion time frame I clearly demand the companion-pass as it promised.

  Business Response

  Date: 23/09/2022

  This complaint is currently being investigated by our complaints resolution team. We have not come to a conclusion so our research continues.

  Customer Answer

  Date: 24/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: shall I wait until everyone in Amex review the case, and how long it could take to look notes already taken by customer support until now. The question is when companion ticket will be shown in my account. I don’t see any commitment in this andwer, honestly I’m not interested with root cause or any technical issue, what I just need how/when they will provide this ticket so I can use it without any more delay.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 29/09/2022

  One of our representatives was successful in connecting with the cardmember on 09/29/22 and she outlined the steps that have been taken as a part of our review. We continue to review with our partners to find a solution however we have not reached the desired outcome. We will continue to do our best and keep the customer updated of our progress.

  Customer Answer

  Date: 04/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Not able to get any commitment or deadline to solve the issue. Expecting to wait forever is not a solution, rather they have to decide how to compensate it if the issue is not able to solved in certain time period.
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:08/09/2022

  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 applied and received a credit card in April 2022. I didn't use the card until July 11, 2022. During this time I tried to create an account online but there website was very confusing and since I had not used the card I did not concern myself with setting up an online account. A couple of weeks after I used the card I went in and with the help of another Amex user and support I was able to set up my account. I noticed when I signed in that it said my account was suspended due to not paying. I paid the balance owing and didn't think anything further. The account I choose has a monthly charge of $12.99 and there was one for May & June. This is why the account went into showing I was behind in payments. Since July I have not used the credit card but do have a charge for each month showing the $12.99. Going in to pay my bills I checked my credit report and it showed that my credit had dropped from 835 to 639 the same month that Amex reported it being behind. I called Amex and they denied that the drop would have anything to do with them and to contact Transunion to fix any issues, of which I have done and am still waiting for a response. The supervisor from Amex was at times very rude and unhelpful and making accusations that I had done something and I needed to fix it. After years and years of having my credit number in the mid 800's why would it suddenly be something I have done. I asked her if there was anything they can do since it was a monthly charge on a brand new account and she said it was the law to report any amount no matter how small as late payments and they were completely in the right to do so. For $12.99 you are messing up my credit on something I was unaware of and with absolutely no help in them trying to do something to fix it.

  Business Response

  Date: 14/09/2022

  Contact was made with our client on 09/13/2022 and a positive resolution was offered. Our client  was pleased with the outcome and will continue the relationship with  Amex. case closed.

• Initial Complaint

  Date:30/08/2022

  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.

  Hi
  I asked American express to close my account in May . But they did not and asked me to pay $40. Then I have been called many time to requested closed my account and then again me to pay $40 . they''ve been refusing me to close account . And they each months charge me $ 40+interest till today.so I want to complaint the American express!!
  
  Thank you so much!!

  Business Response

  Date: 31/08/2022

  i have spoken to the client, issue resolved on our side

• Initial Complaint

  Date:29/08/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 falsely charged by a vendor on my AMEX card. I opened the dispute with AMEX. The vendor replied back stating it comprised of two charges. 1 was for parking but we never drove and they could not produce a license plate or any other evidence. The other was claiming we ate on premise but provided a receipt with someone else signature and no room number for that to have been billed to. AMEX sided with the merchant which is basically encouraging vendors to commit fraud if they use AMEX.

  Business Response

  Date: 30/08/2022

  Cardmember was already credited $80.86 on August 26, 2022.

  Customer Answer

  Date: 30/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  After applying the credit they reversed it. This reply is disingenuous. ****** *** ********.
  *** **************** *****

• Initial Complaint

  Date:15/08/2022

  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.

  We stopped at the American Express ****** **** ***** - ********* Lounge, the experience was not good. We are a party of 4, 2 adults and 2 kids. My AMEX Platinum card allows me to bring two guests. So I paid $50 for the 4th person. After get into the lounge, we literally can not find a spot to sit! The lady who charged us understood this situation and she didn't even say a word! All she wants to do is just take our money!

  Business Response

  Date: 26/08/2022

  i have spoken to the customer and issue is resolved

• Initial Complaint

  Date:11/08/2022

  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 opened an Amex ******** ****** Business card in Mar 2022 and completed the sign up bonus eligibility of $3000 on Mar 21, 2022. The sign up bonus advertised is supposed to be: 70,000 ****** points for myself; 15,000 points for my spouse as the Referrer; and $100 Statement Credit. On April 12, 2022, Amex credited only 55,000 bonus points. I called on Apr 12 @ 4pm MST spoke with *****, raised a query CL01Z6T (24 - 48 hours, she said a Manager will call back). On Apr 13 @ 1:52pm MST - ***** called back and advise it was an incorrect source code on Amex side and should be corrected within 1-2 weeks. I didn't hear back from AMEX after that so on Apr 25 @3:15pm MST, I called to follow up - ***** confirmed the incorrect source code is still being corrected by Marketing and it could take Up to 8 weeks! Again, I did not hear back from AMEX. And I had to call back again on Jul 2 @ 10:15am MST - Called ***** to follow up again. ***** called back on July 5 at 5:30pm MST and advised that AMEX and ****** are still in discussions on the multiple accounts that got affected. No ETA on resolution.
  
  It's been over 120 days now and I have still not heard back from AMEX. This is very frustrating to waste so much time in dealing with this same unresolved issue. Please provide a resolution as soon as possible. Please credit back the owed 15,000 points to my ****** account (** ** *********) and 15,000 owed to my spouse's ****** account for the referral ****** **** *********) in addition to the financial compensation amount below for the delays.

  Business Response

  Date: 02/09/2022

  We have investigated your concern and our records indicate that an incorrect Welcome Offer was applied to your account. We can confirm that the Bonus Credit ($100.00) and the additional 15,000 ******** ****** points were added to your account on July 7, 2022. As such, we will consider the matter closed.
  

  Customer Answer

  Date: 05/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  As per the details in the case, ******** Canada has not credited the 15,000 points to my husband for referring my business credit card. As such this matter is still pending and unresolved.

  Business Response

  Date: 06/09/2022

  Please note that we are unable to discuss accounts other than those belonging to the complainant. Please have the other customer contact customer service to raise their concern.

  Customer Answer

  Date: 07/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The business has not yet contacted me or offered any compensation for holding up my points and credits so long.

  Business Response

  Date: 29/09/2022

  Our records indicate that this concern was addressed and finalized as per our procedures during the first week of Sept 2022.

  Customer Answer

  Date: 06/10/2022

  
  
  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,
  
  
  
  ** **