We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Credit Cards and Plans

American Express Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Cards and Plans.

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

Find a Location

American Express Company has 268 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 5,112 total complaints in the last 3 years.
    • 1,763 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2024

      Type:Billing Issues
      Status:
      Answered
      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 continue to receive bank statements from AMEX for their "Serve" prepaid card. I called customer service stating I no longer possess the card and was lost. I requested to delete my account but they stated I would require an account number and card to retrieve, Which I don't possess.

      Customer Answer

      Date: 07/26/2024

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 08/08/2024

      We mailed our response to the consumer today.

    • Initial Complaint

      Date:07/01/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 in the hospital fighting pneumonia. I wasnt able to make payments on most of my bills and wasnt aware that this account was pending cancellation. My entire family had Pneumonia and all of us were in and out of the hospital except myself whom had to stay longer due to my oxygen levels and my heart rate wouldnt stay normal. I was on constant monitoring preventing a heart attack and other things. I remember the first time a year or so ago getting a notice of cancellation ( I was able to pay prior too)but this time No notice at all. In the hospital my signal was terrible. It is absolutely not right that my card was canceled. I am suing if this cant be resolved. I get Ive been late but I have been out of work since 2022 and managing the monthly payments. The other issue I had was trying to access my account no one could since my other phone has broke and I had to sign in and didnt know the info. My family needed my card but it wasnt available.

      Business Response

      Date: 07/12/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 07/16/2024

      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:

      I haven't received their response. American Express could have attached their response here for me to review.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/05/2024

      We mailed our response to the consumer at the address provided within the complaint on 07/12/2024. We re-mailed the same response on 08/01/2024 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:07/01/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      A charge was declined at the checkout on 6/28/24. The phone number for American Express on their bill only gives advertisements now so I went online to find a customer service phone number. I finally found one and went through a long, ad filled phone tree to get a representative. I asked why it was declined when I still had well over $1,000 before I would hit my credit limit. They said that the account had been put in review because the amount charged had been going up recently. I have never missed a payment and rarely just pay minimum due. When I pointed that out, they said I could get the account out of "in review" if i gave them almost $2,000 today or the credit limit would be reduced. I would have thought this was scam artist, except I called the number from the American Express website. I did not pay them any money. This sounds very shady so I thought someone should know what is going on with American Express. They used to be good at customer service so this came as a huge shock to me.

      Business Response

      Date: 07/17/2024

      American Express mailed their response to the consumer today.

    • Initial Complaint

      Date:07/01/2024

      Type:Billing Issues
      Status:
      Resolved
      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 charged an interest amount of $654.08 after missing a billing due date by 3 days. I stopped using my card and asked Amex to waive to charge. They agreed. On May 20th at 5:15pm, I was told that the fee had been waived in exchange for enrolling in AutoPay. This was explicit.After waiting another month, the reimbursement did not arrive in my account. I asked for a review. I was told that 'back of house' would review the call, and honor the May 20th promise. They are now saying that the review was rejected.I'm incredibly disappointed that American Express will not honor their commitments or make good on reviewing and honoring a promise that was recorded on top of the fact that they messed up the resolution in the first place.American Express have made upwards of $1,200 in merchant fees from my account in the past month alone, after I started using the card again because they told me that the fee had been waived. I regret continuing to do business with Amex. I won't use the card again until this is resolved.

      Business Response

      Date: 07/15/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 07/23/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/01/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Please DELETE the fraud Account from my credit Report does not relate to any transactions that I have made. DELETE / REMOVE ACCOUNT Immediately.The credit bureaus keep disrespecting the law . I have showed them multiple times how they are violating the FAIR CREDIT REPORTING ACT .According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 USC 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 USC 1681 I have the right to privacy According to 15 USC 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Inaccurate Information on my credit report is causing me financial distress AMERICAN EXPRESSDate:9/12/2018 Acct#****************

      Business Response

      Date: 07/09/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:07/01/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      As longstanding holders of the **** Platinum card since 2010, we have maintained an impeccable payment history. This year-to-date, our total expenditure amounted to $110,000, all of which has been diligently settled monthly since January 2024. On May 28th, 2024, we engaged in a $60,000 transaction for essential business equipment, leveraging the extensive purchasing power offered by the **** Platinum card. Despite our assurance of prompt repayment before the billing cycle reset, we were unexpectedly subjected to an underwriting review. This unanticipated process led to an abrupt 32-point decline in our credit score on the reporting date of June 7th, 2024.The involvement of the underwriting department notably impacted the 'pay over time' feature, specifically affecting the resolution of our outstanding $17,000 balance being due immediately, without prior notification from ****. It is worth noting that we have consistently made multiple payments each month and have not previously required the use of the 'pay over time' function. Following a lengthy discussion lasting 1 hour and 40 minutes, involving four transfers, our final interaction with *****, a supervisor, initiated the reconciliation process with the relevant operators.We respectfully request a thorough review of our account to rectify the unjustified alteration to our account status. Given our consistent track record and the absence of any legitimate grounds for the limit downgrade, we seek restoration to our former standing.Furthermore, we are seeking your guidance in selecting the appropriate card options for both our business and personal. At present, we are using the personal Platinum card for business activities and are interested in identifying more suitable alternatives.Our primary ask include rebuilding our confidence in ****, rectifying the credit reporting discrepancy, addressing the 'pay over time' status, and restoring our personal Platinum **** card to its former status. Please call us.

      Business Response

      Date: 07/23/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:06/28/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Here is a suggested description for your BBB complaint against American Express:---**Complaint Description:**I am writing to file a complaint against American Express on behalf of my company, BT and Company LLc. We applied for a line of credit, and American Express responded by stating that we had an account with an outstanding or overdue balance. I promptly rejected this claim and contacted them to investigate further.Following their investigation, American Express found that there was no outstanding account with a balance, which was initially the reason for declining our line of credit application. I patiently waited for them to complete additional research, anticipating that they would issue us the line of credit. However, they never got back to us regarding the matter.I subsequently called them again to revisit the issue and request further investigation to secure a line of credit. Disappointingly, American Express reiterated the same incorrect statement, asserting that there was an outstanding balance on one of our accounts, which does not exist.As a small Black-owned business, we are seeking an appropriate resolution and a fair opportunity to obtain a line of credit. The repeated erroneous claims and lack of resolution have been frustrating and detrimental to our business.I would appreciate your assistance in resolving this issue and ensuring that American Express provides a fair and accurate review of our application.Thank you for your attention to this matter.---

      Business Response

      Date: 07/12/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:06/27/2024

      Type:Order Issues
      Status:
      Answered
      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 filing a complaint against American Express regarding their failure to award me the promised ******* reward points for the American Express Platinum card. Despite meeting the spending requirement, American Express has refused to honor the offer terms without providing any explanation or justification.Key Issues:American Express failed to award the promised ******* reward points despite meeting the spending requirement.No notification or reason was provided for the denial, contrary to the offer terms.American Express did not provide an option to withdraw my application prior to processing, as required by the terms.Resolution Desired:I am seeking a resolution that includes the awarding of the ******* reward points as promised in the offer terms. I believe this is a fair resolution, given the clear terms of the offer and my fulfillment of the spending requirement.Attachments:Offer terms document (attached)

      Business Response

      Date: 07/05/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:06/27/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Complaint California Secretary of State ID - ****************************************************************************************************** ************* I called this business to refund the credit that is sitting on my account of $12, this account is paid n full. I spoke to a man named ***** who refused to mail my refund to my home address in the form of a check. I told them that I was filing a complaint if they are refusing to refund my overage. Look at all the complaints this company has filed with the water Business Bureau;Customer Complaints ***** complaints closed in last 3 years ***** complaints closed in last 12 months

      Business Response

      Date: 07/05/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:06/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 felt taken advantage of with American Express's Pay Over Time credit card. I have rarely ever paid interest on a credit card in the 25 or so years that I have had one. That's why my credit has consistently been in the high 700's and low 800's. When I noticed an interest charge on my new American Express credit card, of which was conveniently after I paid them the $250 annual fee, I called and was informed that I was, unknowingly, elected into the Pay Over Time scam they offer, however was told that I could elect out of the program. I was also informed that I would have to pay interest on the culmination of charges that I had made on my credit card prior to electing out of the program. The customer service *** ***ortedly asked her manager if I could get reimbursed for the interest charges and was told "no". I will never use another American Express product in the future, nor will I ever talk fondly of American Express to anyone that asks. I signed up for the credit card because I was told how wonderful the company was and how profound the customer service was to work with. It's unfortunate that I had the exact opposite experience.

      Business Response

      Date: 07/11/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 07/25/2024

      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:

      American Express mailed me a letter that stated I was liable for paying all interest accrued from their Pay Over Time credit card. I was not aware I was getting this type of credit card. I thought it was a normal, everyday credit card, meaning you accrue interest if you don't pay the statement balance in full. Because I signed the contract for the credit card, I was liable for understanding all of the rules. On the one hand I can understand where they are coming from. I should have read the agreement with a fine tooth comb. On the other hand, it seems like American Express used a very scammy tactic to entice me into getting bonus miles by signing up for their credit card. I don't remember there being explicit information about this credit card being a Pay Over Time card, nor were they explicit about the implications (accruing interest) of this type of card. I have never heard of another credit card that operates with Pay Over Time, meaning, despite paying the full amount each month, one is still accruing interest. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/09/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 08/20/2024

      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:

      American Express sent me a letter validating their fraudulent practices. My issue of having to pay interest despite paying my balance in full remains unresolved. 

       

       

       

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


      Sincerely,

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




       

    American Express Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.