Business Profile

Credit Cards and Plans

American Express Company

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for American Express Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,098 total complaints in the last 3 years.
1,757 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:07/15/2024
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.
After being a victim of identity theft and verifying my identity and even verifying my identity and getting it notarized American Express has fill failed to send me my new card to the correct address after being ask several times costing me over ****** cause I did not have my card to use my free hotel point. Pleases request card expedited to P.O. Box to prevent further fraud not having my card is costing me dearly cause Im moving soon and need my card like now it only been 6 weeks I been waiting please assist ********
Business Response
Date: 07/30/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/12/2024
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.
Amex allowed someone fraudulently opened an Amex credit card in my name. They ran up a bill of about $11,000. I never completed or signed an application. Never received a card... they mailed a replacement to someone/someplace in **. where I never lived, never visited, yet they denied my claim. I then file a complaint with the credit bureaus, still denied. I then filed a Police Report about the fraud and also verified my identity and swore under oath the card was not mine. Still denied! I then called the companies listed on the statement they sent me after the fact. Both companies said they never provided services to me, don't have any invoices for me, and never received payment from Amex for any services. They don't even accept Amex payments!! Even after all this they are still denying my claim and and harassing me to pay on a card I never had, for services I never received and for money the vendors were never paid. There is an obvious scam going on here and at this point I believe Amex is in on it.
Business Response
Date: 07/22/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:07/11/2024
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 opened a dispute because I did not recognize transaction. Business provided documents that I used their service in the past and that is true. But, I did not make any payment recently and they uploaded documents saying that the charge is for late fee even though there is no indication that I was late in the documents. The company just scammed me for $150 and charged my card and claiming that for late fee. This is fraud transaction and AMEX is completely unhelpful which says something about them too because when I opened a card the representative told me that amex is the best company for protection from frauds. Company scammed me and AMEX didn't even protect me at all. I want my refund this is unacceptable!
Business Response
Date: 07/22/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/11/2024
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.
I recently received documentation concerning a dispute I filed with American Express concerning a fraudulent transaction for thirty seven dollars from a company I have never heard of or done Business with, IHG Rewards and Points. I contacted Serve immediately after this transaction posted to my account informing them this was a fraudulent transaction as I did not make this transaction or authorize anyone to do so where they sent me a new card. I contacted IHG Rewards and Points in ******* about is transaction who told me it was fraudulent but could not refund me for some reason so I filed a complaint about this matter against IHG Rewards and Points with the Better Business Bureau and the company did not respond. I then filed several complaints about this matter against American Express and Serve for their disputes department located in ***** who denied my claim fraudulently and intentionally both for filing my complaint with the Better Business Bureau and for their employees in ***** who are shoddy at best along with being unprofessional as American Express can see. I received documentation today from American Express only after filing a complaint with the Better Business Bureau as Serve appeared to be refusing to provide the documentation which I now see why. American Express and its employees in India fraudulently and intentionally denied my claim simply saying, ' authorization detail screenshot the matched status in the authorization in the detail screenshot confirms the transaction was not declined as risk or due to the invalid status. What fraud by American Express, Serve and its disputes department who are enabling if not encouraging their disputes team in ***** to deny my claim. This company IHG Rewards and Points provided no documentation whatsoever nor did they respond and my claim fraudulently by Serve and their employees inbretailaition. I want my money refunded to me immediately as no one's claim should be denied based on this information provided me.
Business Response
Date: 07/18/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/10/2024
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 am not liable for this Debt with American Express company. I do not have contract with American Express company, they did not provide me with original contract as requested.
Business Response
Date: 07/23/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:07/08/2024
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.
AMEX advertise $500 statement credit and ****** bonus miles when apply Delta SkyMiles Gold AMEX card on Delta website according to Delta Airline.After I apply through the link & got approved, AMEX told me the offer is ****** bonus miles with NO statement credit. After 5 phone call with AMEX & 4 phone calls with Delta. Neither of the company will take responsibility with this offer. I wasted my whole day on this.I cancelled the card at the end of the same day,because its NOT what I apply for. I want to make sure AMEX does NOT have any record of me apply for this card since its a false advertisement. I dont want this on any of credit report. They should take down the advertisement. So people wont get tricked to apply for a credit card what doesnt offer what it promise. Im also seeking $500 compensation for a full day of work to resolve this false advertisement scam.
Business Response
Date: 07/12/2024
We responded to the consumer via written correspondence today
Initial Complaint
Date:07/08/2024
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 have been a customer of ********************************************* for 8 years, had a credit score around 790, and spend tens of thousands of dollars with my card ending in ******. When I could not pay the statement balance they forced me into a payment program. When they initiated this payment program it shrunk my credit lines for business & personal along with reporting to credit. This significantly impacted my business AND credit. They would not and still will not let me transfer out of a charge card to a traditional credit card without zeroing things out. I've spoken to representatives, management, etc. to several departments to no avail. The lack of flexibility, and customer service is appalling from a ********************** that prides themselves on just that. I am transitioning all of my credit accounts to **********.
Business Response
Date: 07/31/2024
We mailed our response to the consumer today.
Customer Answer
Date: 08/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

AMEX's letter recapped the findings they had in their system. As a credit provider, I'm disappointed they did not properly disclose that I would be unable to open another account and transfer or start utilizing a different type of card to satisfy my business needs. They shuffled me into a payment plan that didn't allow for an out, and greatly reduced my available credit for both my business and my personal cards. As an aside, how can you reduce personal credit when the card in need of a payment plan was a business account?
I want to switch to a regular credit card similar to what I have with Chase *********** ************** *** *** *******In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** *********

Business Response
Date: 09/16/2024
We mailed our response to the consumer on September 6th, 2024. We respectfully request that the consumer allow 7 10 business days for mailing time.
Customer Answer
Date: 09/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Unfortunately, I don't believe a satisfactory resolution is possible.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** *********
Initial Complaint
Date:07/08/2024
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.
In January 2024 payment was made on my credit card. A balance remained consisting of fees and late charges. I was told by ****** (a customer service representative) that the fees would be waived ( appx $60)After numerous calls I have now been told they will not waive the fees and I am liable for the additional charges that have accrued.
Business Response
Date: 07/23/2024
American Express mailed their response to the consumer today.
Customer Answer
Date: 08/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Good afternoon,

As follow up to our previous conversation, no response has been received, in fact I have contacted American Express directly asking to have the response emails and to date it has not been received Thank you Sent from my iPhone

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************

Business Response
Date: 08/12/2024
We mailed our response to the consumer at the address provided within the complaint on July 23rd, 2024. We re-mailed the same response on August 9th, 2024, via *** tracking number ******************* We request that the consumer allow 3-7 business days for mailing time. Please be advised that we are unable to upload our response to the BBB portal or respond by any other means for privacy reasons, your understanding is appreciated. Thank You.
Initial Complaint
Date:07/03/2024
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.
On 07.02.24 I called AMEX to have a late fee waived. I have been with AMEX since 2017 and have never asked for a late fee to be waived. I advised it was not typically in my character and I have also signed up for autopay to avoid this mishap in the future. The rep denied me. I requested to be transferred to a manager. ******** took my call. ******** at this time advices me I did not make my May payment which was completely inaccurate. Once I advised ******** of my payment history she agreed with my statement and still refused to waive my late fee. When I asked why the late fee was $40 after the **** passed a law that credit card companies can no longer charge ridiculous late fees and I wanted to speak to her manager, she kept me on hold to come on and tell me, one was not available. I advised the rep I will hold once one came available at which time ************************* up on me!!!! So unprofessional AMEX. Everything I have heard about AMEX has gone out the window and the FIRST time I have had to have an interaction with you has been nothing but unprofessional!!!!!! I am still requesting my $40 fee to be waived and I am curious to know why AMEX is still charging these ridiculous late fees!
Business Response
Date: 07/12/2024
We responded to the consumer via written correspondence today
Initial Complaint
Date:07/03/2024
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.
Hello,I fell ill late of 2023, I failed to place my account in auto-pay. Took the accountability to correct; reached out; setting up payment plans. AMEX stated the *************** such as ************************ would be notified of payments, they were not notified. I kept my promise AMEX did not in which they would be notifying Agencies. Many of calls resulted of AMEX providing numbers within AMEX that can assist, i got the run-a-round for months.. ******** of calls led to arguments, requested for a supervisor, they stated there are ********** only them, disconnections aka hangups or that **** would not answer my calls on purpose... from AMEX Reps. I am not getting anywhere, they would not want help me at all! I reached out to a rep today 7/2/2024 I conversed with a rep who finally was able to file the complaint for me, she reached out to her supervisor & to wait till up to 7 business ************** will be reaching out; she was very respectable & applied my manners to her demeanor. I shared with her that I would be filing complaints, first the BBB. The resolution I want is for Amex to honour their word as I have, to reach out to the *************** to place me back to good standing. I have been making payments since april 2023 up todate, please view attached images.Thank you,***************************
Customer Answer
Date: 07/27/2024
Better Business Bureau:

At this time, I have not been contacted by American Express Company regarding complaint ID ********.

I am looking forward to hearing from you & do thank you for your assistance in this matter.

Sincerely,
***************************
Business Response
Date: 08/30/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 11/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

You stated you responded and you have not! take accountability!

Hello American Express!

I recently received (9/23/2024) UPS Envelope you providing a typed letter and all the billing invoices but you did not provide all my pauments, you are not taking accountability. Your letter states I called to cancel payment in the FRP program. I did not call at first to cancel, I kept calling after I realised your 3 Party entity that American Express utilises was not reaching out & reporting my payments to the Credit Bureaus, which means you were at fault & happen to lie about it & still are and you still ae taking payments. Additionally American Express was the one that canceled & transferred my account back to the immediate AE I realised this through your Reps i also realised that you transferred my account again out to a 3rd party Nationwide Credit INC.. which I found out through another AE Representatives, all my payments are deducted by ACH & automatically been taken out of my accounts by AE or 3rd party vendor acting on behalf of AE.
The First Credit Collector You tied me with added a few to what I owed:
-Transworld Systems INC & they were also not reporting my payments
-Based out of India

AND NOW
-Nationwide Credit INC They are also not reporting my payments
*************
-Based out of India
-Which I kept calling so they could adjust & they would hang up repeatedly & at times with verbal abuse, in which I did -participate.

References to view & take into consideration:
* ***********************************************************************************************************************

* ***********************************************************************************************************************

*********************************************************

_
In your letter you state that you listened to all calls, no you have not! You'd have to listen to the ones that kept hanging up & the ones that were verbally abusive. It became a yelling match after a while.
I have attached a few document images & I can add lots more. Calling & not being able to reach proper individuals who can assist is not good professional business ethics.
I kept my promise & I would like you to hold your end of the promise & honour it!

Sincerely,

******* ******

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* ******

Business Response
Date: 11/15/2024
We mailed responses to the consumer on August 30,2024 and
October 23, 2024. We recognize the consumer’s dissatisfaction with this
experience; however, the consumer has not provided any new information to which
we can respond; therefore, no response will be sent to the consumer

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American Express Company is NOT a BBB Accredited Business.