Complaints

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

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• 

  American Express Company

  World Financial Center 200 Vesey Street New York, NY 10285-0001

• 

  American Express Travel Related Services Company Inc.

  1150 Connecticut Ave. N.W. Washington, DC 20036

• 

  American Express Company

  2575 W. Breese Rd. Lima, OH 45806

• 

  American Express Company

  5300 Wisconsin Ave. N W Mazza Galleria Washington, DC 20015

• 

  American Express Company

  122 South Michigan Chicago, IL 60603

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:06/26/2024

  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.

  I want to delete and block this account, this is not mine . you are violating consumer loss. Please resolve this within 5 business days.

  Business Response

  Date: 07/11/2024

  We responded to the consumer via written correspondence today.
  

• Initial Complaint

  Date:06/24/2024

  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 applied for American Gold Business card with 75k bonus miles. *** website clearly shows 75k bonus miles a the time of applying. After I apply and Amex damaged my credit history, **** refuses to issue the bonus. Please cancel the card AND remove the credit pull from my credit history, or issue the 75k bonus miles to me, and 10k miles to my refferall

  Business Response

  Date: 07/05/2024

  We reviewed the complaint details, and we are unable to locate an account with the information the consumer gave us. We do not have customer's phone number to contact and take the relevant details. We can investigate their inquiry further, but first well need the full US-based American Express Credit Card number. You can send it to our attention at the address below:
  
  American Express
  ********************
  ** ** ********
  ******** ** *****

• Initial Complaint

  Date:06/24/2024

  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.

  My TransUnion credit report shows a unexpected inquiry on 5/31/24, listing American Express with a TransUnion phone and mailing address.TransUnion directed me to call American Express to inquire further and follow the instructions on *********************************************************************************** American Express customer service could not locate any application submitted on that date.I was advised to follow the same instructions listed on TransUnion's website. I sent a letter (attached) via Certified Mail electronic return receipt with my name and copy of TransUnion credit report (attached) stating I didn't apply for any account on 5/31/24 and American Express customer service did not locate any application matching this inquiry. The last valid inquiry is 3/23/24.I requested American Express please send a letter directly to TransUnion to remove this inquiry from my credit report.The response letter from American Express (attached) stated they are unable to comply and that they had a permissible purpose to order and review my credit report when I submitted an application.They did not provide any details about said application.Seeking details about this alleged application submitted on 5/31/24, I called the credit reporting department and was transferred to the new account department for identity theft review.They still could not locate any application corresponding with this inquiry. They also did not show the inquiry in their system.They refused to send the letter to TransUnion to remove the inquiry shown on my report that they claim did not come from them. They so far have not been willing to comply with transunion's guidance:If the lender cant confirm the account or if the inquiry was made in error, ask them to send a letter directly to each credit reporting agency that shows the inquiry to remove it from your credit report.I was advised the next step would be to file a complaint.

  Business Response

  Date: 07/05/2024

  American Express mailed our response to the consumer today.

  Customer Answer

  Date: 07/12/2024

  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:

  While they acknowledge there is no application from 05/31/2024 and that hard inquiries would be originated by an application, they refuse to acknowledge the hard inquiry listed on my TransUnion credit report (copy of which was provided in my complaint) with date of 05/31/2024 and refuse to follow TransUnion's process to have incorrect hard inquiries removed (the lender sending a letter to TransUnion stating they did not initiate a hard credit inquiry on 05/31/2024).

   
  Sincerely,
  
  ***********************
  
  
  
  
   

  
  

  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:
  

  American Express identifies there was a soft inquiry, and not a hard pull inquiry on 5/31/2024.

  TransUnion report shows a hard inquiry from American Express on my credit report.

  TransUnion does not support directly disputing incorrectly categorized inquiries. They require the lender to send a letter declaring the correct information.

  American Express refuses to follow TransUnion's process to send a letter directly to them.

  
  Sincerely,
  
  ***********************
  
  
  
  
   

  
  

  Business Response

  Date: 08/16/2024

  American Express mailed our response to the consumer today.

• Initial Complaint

  Date:06/24/2024

  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.

  Dear Sir/Madam,In *** of this year, I created a financing plan using my American Express card called Plan It for $550, to be paid in 6 installments. Upon receiving my June statement, I found my adjusted balance to be unexpectedly high and decided to review the ********** my surprise, I noted that my total spending for the month, including the $550, was $1,283.28, but my adjusted balance was $1,423.24, and I still owe 5 more installments on the financing plan. How can I owe more than I spent and still have payments remaining?Upon examining the statement, I discovered that the $550 amount was charged both in full and as part of the financing plan, effectively counting it twice, which is absurd.I contacted Amex via chat and gave up after trying to convince three different representatives that there was an error in my statement. They all tried to convince me that I was mistaken, even though the numbers clearly show otherwise.After over an hour, unable to argue any further with people explaining the inexplicable, my only option was to request the cancellation of the plan, as the statement amount would be less than the adjusted balance, highlighting the absurdity of this statement.I dont understand how a company of Amexs caliber can make such a glaring error and not be prepared to justify it to their customers. Was this only my experience?Attached are the statements in PDF and Excel, taken directly from the Amex site, showing the calculations that should have been made versus what was actually done.I could have done this financing with any other card, paying lower fees, but I chose Amex. I regret it and promise never to make this mistake again.Sincerely,

  Business Response

  Date: 07/16/2024

  We responded to the consumer via written correspondence 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:

  I didn't receive any aswer from the business.

   

   

   

   

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

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

  Business Response

  Date: 09/11/2024

  We recognize the consumers 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 at this time. 

  Customer Answer

  Date: 09/23/2024

  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:

  There's no intention to solve this error in a good way. Unfortunatelly I will have to sue the company and ask for a compensation for lost time and excessive wear and tear caused by this problem, which was generated by American Express, although the company refuses to analyze the case.

   

   

   

   

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

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

• Initial Complaint

  Date:06/21/2024

  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.

  American Express bluebird is holding my money and will not let me pull it off do I can close my account. They have these people in another country who do not under English and do not care about your issues. I told these people Im trying to pay my rent and they cant even comprehend what Im saying. Im going to contact my local new station about how this company is ripping me off and refuses to let me get my own money and close my account please help.

  Business Response

  Date: 07/05/2024

  American Express mailed our response to the consumer today.

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising 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 are a small business in the Foodservice and Restaurant Industry. In January of this year, we sold six (6) brand new commercial refrigerators and 6 brand new commercial icemakers to a '*******************************,' stating that he was buying these for his company '******** Trucking/ ******** Truck Parts.' A total of six (6) payment links were sent via for each transaction through our QuickBooks online account where they paid using their credit card for a total amount of $49,897.63. These equipment were picked up by a *************************** Manresa at our manufacturer ******** *********** in ****************On February 8, 2024, we received a notice from QuickBooks that the customer is claiming fraud. We have provided the evidence to prove that the transactions were not fraudulent. We have tried reaching out to them and they've ignored our calls and text messages. So far, we are at a loss with these six transactions even though we've provided substantial evidence to QuickBooks and American Express. We've recently pleaded with Intuit/QuickBooks for them to reach out to American Express again and they were very helpful in doing so. American Express is yet to provide us with a reasonable response. The feedback they have given Intuit is "Well, the card holder ***************************** is not ******** Trucking so the chargeback should remain." This has to be the most absurd response! Commercial Kitchen Equipment cannot be bought by end-users because they are sold through Equipment Dealers like ourselves. These sales are only made to businesses, which would be ******** Trucking/ Truck Parts in this case.This has placed our business on the verge of bankruptcy because we are at a total loss of $99,795.26 that we simply cannot afford. We cannot pay our bills. I am truly disheartened and disappointed with AMEX.We desperately seek your help to resolve this matter as soon as possible. I look forward to hearing from AMEX.Regards,*************************** ************

  Business Response

  Date: 07/03/2024

  We responded to the consumer via written correspondence today.

• Initial Complaint

  Date:06/20/2024

  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.

  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.Section FCRA 611(a)(6)(B)(iii) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).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 EXPRESS Amount:$12449 Date:11/15/2023 Acct#****************

  Business Response

  Date: 07/17/2024

  American Express mailed our response to the consumer today.
  

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising 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 recently established an American Express blue business plus credit card. I called several weeks ago because they were co-mingling my personal and business reward points and needed them to correct that. At this time I also switched to paperless billing. Yesterday we received our first paperless billing reminder and promptly submitted payment. However, it was at this time that we saw that the bill had actually already been due a week prior, late fee added and interest fee added. I contacted them and they removed the late charge because of their error however refused to actually over turn the late payment therefore apparently the card was removed from the 12 Month no interest rate promotion. As you can see from my evidence, we received several other electronic communications in the weeks prior, as well as the email we got yesterday making no mention of a bill even being late, just due. Additionally you will see that they have agreed to refund the late fee due to their own error and that their card makes no mention of late payment penalties being a removal from the promotion. The business should honor my long standing history with them having NEVER had a late payment ever as recognize this was clearly due to their error in reporting. Auto pay has already been set up to ensure I am not relying on the company to make proper notification however I have no use for the card without the interest free promotion as we are a brand new business and needed interest free start up funds.

  Business Response

  Date: 07/02/2024

  We responded to the consumer via written correspondence today.

• Initial Complaint

  Date:06/12/2024

  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.

  A charge was processed 6.4.24, and cancelled within an hour. ***** Airlines shows cancellation but AMEX is refusing to process this chargeback It is now 6.11.24 and still no resolution

  Business Response

  Date: 06/19/2024

  American Express mailed our response to the consumer today.

• Initial Complaint

  Date:06/11/2024

  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.

  On the delta website during check out there is a page that asks to play for the delta American Express Card to pay for checkout and youll receive a credit back. I attempted to make a purchase that showed up on my trips but didnt go through on payment. I called both delta and American Express and was told it didnt go through by Delta but it was charged my American Express. I informed about the transaction number and they said this should be resolved in 2-3 business days. It is a week later and the charge is pending on my American Express card still (a card I have yet to receive) and neither delta or American Express is able to help with this issue meanwhile the tickets have gone up more than $400. For a service they show on their website during checkout. They cant find a reservation or transaction number and American Express still pending and unable to use the $1000 credit and my card has yet to be received. Called customer service for both 3 days each day for the past week. Neither company knows what happen and hasnt been able to help at all. Being told 2-3 business days which has PAST and still no help.

  Business Response

  Date: 06/20/2024

  We responded to the consumer via written correspondence today.