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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

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American Express Company has 268 locations, listed below.

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    Customer Complaints Summary

    • 5,112 total complaints in the last 3 years.
    • 1,760 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2024

      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 have a serious issue with an AMEX practice of false advertising. Bait and Switch. On the Delta website, AMEX offers a GOLD card with waived first year fee but if you accept the offer, AMEX then issues you a PLATINUM card with a yearly $350 fee. The only way the consumer will know that AMEX switched the cards is if you pay VERY CLOSE attention during all of the application steps. On one screen AMEX says Congratulations, you have been approved! and they replace the word GOLD with the word PLATINUM, but they dont specify any other differences in fees at that time.We have called AMEX multiple times. We asked to file official complaints which I fear were not actually addressed. We only want for AMEX to honor the offer as it was listed. We dont want anything free. But the only answer we get from AMEX is Sorry customer, its your fault for not noticing that we switched out the card in the middle of your application.So, AMEX will lure you in with an offer and then issue you a different card with higher fees. Bait and switch. Unfair business practice. And AMEX claims that Nothing can be done. Please AMEX, all we want is the card and benefits you listed in the offer. That seems like something you can do. I dont think this should require legal action or posting on social media sites to find a resolution.

      Business Response

      Date: 06/26/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 07/01/2024

      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:

      Dear AMEX,

      I believe you have sidestepped the actual issue regarding the false advertising aspect of our complaint. When a customer is actively purchasing airline tickets, and their focus is on travel planning, AMEX places a large, bold advertisement on the final screen just before the purchase presenting the offer to Sign up for Delta AMEX GOLD card with a picture of a GOLD card and terms about the GOLD card and bonus offers related to the GOLD card. And then AMEX switches to Platinum AFTER the application process begins and with no specific notice.

      Your response indicates that the customer is the one at fault for not recognizing that AMEX switches out the card. I have screen shots of the GOLD card offer that lured us into this option.

      Please, do not consider this case closed.       

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


      Sincerely,

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




       

      Business Response

      Date: 07/30/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:06/10/2024

      Type:Service or Repair 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.
      Original date of activity occurred on 02/17/2024 involving 5 transactions for a total of $14,937.08 with a merchant called ************ ******************* These were fraudulent transactions with multiple documents provided. American Express Policy clearly outlines the terms of protection and the actions they are required to take. This complaint is related to AMEX's direct violation of their own policies and inability to speak to any person (everything is systematic), to resolve the issue.AMEX systematically creates an environment where you wait on hold for hours, attempting to escalate across multiple departments, all a tangled web purposely designed to have consumers give up. I've called dozens of times. No return phone calls. When I have spoken to the customer reps they indicate I cannot speak with the dispute area as they are a "back office team." I leave a message, await a return call and it never occurs.In the meantime, I have spent multiple hours providing documentation and calling, only for this same systematic loop of auto closing my requests with auto generated emails. NEVER following through with their policy and posted steps on the dispute process. There is no way to get to a manager nor speak with the area that is auto closing my requests.I am seeking for AMEX to follow their policy/steps, investigate the issue and resolve the open items.

      Business Response

      Date: 07/03/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 07/18/2024

      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:06/07/2024

      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 am disputing an AMEX account that I did not open and request an urgent investigation to resolve this issue.

      Business Response

      Date: 06/26/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:06/06/2024

      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.
      Hello,On 4/16/24 my computer was hacked, and my identity stolen. I pressed a button to check an email and my screen went black and a smiley face appeared at the bottom of my screen. Then a phone number from ********* popped up directing me to call immediately due to a virus on my computer. I called the number and spoke to an associate named *****************#******* who took my information, ran a diagnostic on my computer and confirmed that I was the victim of the "****** *****" because of illegal unauthorized purchases to a **** website in *****. I still have the email. My computer was frozen, so he instructed me steps to run a virus scan to eliminate the virus. I was on the phone for about an hour and a half. He then said he was connecting me to the *** to speak to someone regarding my Identity theft as well as send them a report about that happened. He connected me to ******* from the *** who asked me questions. ******* gave me beginning numbers of cards I owned and instructed me due to the hacking to purchase an **** or American Express gift card with the remaining balance in my account. To not go to the *** to withdraw cash because my numbers were compromised. he stated my phone lines were also compromised called me back from number *************.I went to ******* as instructed and purchased an American Express Gift card in the amount of $200 plus activation fee of $6.88. A majority of the card numbers had peeled off. He told me to take pictures of the front and back of the card and send them to him for records. On 4-17-2024 I attempted to use my card at Chic-Fil-A in ******,** but it was declined. I was shocked because I hadn't used it. Once I call the gift card customer service the associate reads me a transaction, I found out was done in ********, *******. I was apparently the victim of a fraud scam. I put in the claim and received email of them rejecting it. I want my money back because I was the victim and didn't make transaction, they refused blaming me!

      Business Response

      Date: 06/25/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:06/06/2024

      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.
      About three months ago, I opened American Express high interest savings account after the account was open for about a week. I deposited a $200 check and I had to wait 15 days for it to be deposited no less than 48 hours later my account was closed without my consent because they didnt give me, proper notification to verify my identity when I try to call customer service to address the issue they said there was nothing they could do about reopening my account and that I was going to receive a check in the mail within 7 to 10 business days I waited more than 2 1/2 months talk to multiple people at customer service The supervisor refused to get on the phone with me to help me address my issue I called today, June 5, 2024 for them to tell me that I have to wait another 15 days and that I didnt qualify for an expedition of my check. They are giving me the runaround over and over and over again and they are withholding my money and my personal information without my consent.

      Business Response

      Date: 07/03/2024

      We responded to the consumer via written correspondence on Jul 2 2024

    • Initial Complaint

      Date:06/05/2024

      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.
      Hello Resolution Manager,I added an Expedia cash back deal with Amex, which will give up to $125 cash back if I pre-paid through the designated website. However, I never received it. When I reached out to the customer service, I was told it wasn't eligible. This is not the first time the expedia deal is not honored. It's been a frustrating experience because I could have used another credit card. I just wanted to enjoy the benefit this card offer. I chatted with their agent to make sure two things before I booked: through their website and pre-paid. But again, it didn't trigger the offer. I regret that this is the case again. As much as I like Amex, I hope they can honor this deal. After all, $1420 is a lot of money. I feel the offer is set up to trick us to purchase big but never honor it. Hope BBB can help resolve it.

      Business Response

      Date: 06/12/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 06/24/2024

      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]

       They mailed me a letter refusing to honor it. The reason was that they can't access Expedia's system and didn't recognize the transaction, so they couldn't honor it. I still firmly believe this offer is designed to lead customers to purchase using their cards. There are so many challenges or conditions set up for that offer. If $1450 something payment is not a hotel pre-paid transaction, I don't know what is. I appreciate BBB's time and help in this matter!

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 07/09/2024


      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:06/04/2024

      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.
      I booked a hotel and subsequently canceled the reservation (free cancelation option). The reservation included hotel points and credits, which American Express revoked upon cancellation. However, they also deducted an additional $52.43 from our account. I have made multiple calls to American Express (dispute), each lasting 2-3 hours and involving various departments. I have sent all proof regarding the reservation and transaction as they requested. Despite their assurances that they would resolve the issue, I have not received any response. It has now been approximately five months, and we need assistance from BBB to resolve this matter. Please see the detailed transaction history below:******** **** ************************* ****** *********** ************ **** ****** *** ***** ***** *************** *********** **** **** ****** *** *************** ******************************************************************************* ************** ****************** **** **** ****** *** ************** ************ **** ****** *** ***** ***** ************** *********** ******** **** ** ************ ******************************************************************************* ************* ******************************************************************************* ****** * ************** * ******* * ****** ****************** ****** ********* ************ ****** ******** ******************************************************************************* ***** *********** Please help us to resolve the issue. Thank you.

      Customer Answer

      Date: 07/01/2024

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 08/02/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:06/03/2024

      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 use American Express to Buy flowers from the shop for Mothers Day. The service provided was terrible and the owner of the flower shop harassed me. I complained to American Express and they failed to protect me as a consumer and sided with the business owner.

      Business Response

      Date: 06/14/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:05/31/2024

      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.
      American Express updates their payment information screen annually on their webpage. The reason I am requesting a review is they have removed the "Statement Balance" from the payment page and moved it to the home screen. Therefore the monthly bill is not clearly identified on the payment screen. I have complained to them that the change then requires me to write down the monthly Statement Balance to enter it properly in the "Other Amount" option for my monthly payment. They said there is nothing they can do about it. **** does have other options that you can just click on the circle and pay that amount. The selections now are minimum "Payment Due", "Remaining Statement Balance" and "Total Balance" however they the option for "Statement Balance". **** makes these changes annually and last year I did complain and they changed my options back only to have it revert back again this year with the response they can't do nothing about it. These changes seems to be a lure so that I end up paying interest of my balance that I pay off my statement balance monthly. I realize that lures are used alot in advertising but should not be use for payment.

      Business Response

      Date: 06/11/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:05/29/2024

      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.
      On two different occasions, amex breached my privacy and sent documentation to an address where it was requested documentation not be sent. They continue to breach my privacy and put me at risk for fraud. Furthermore they have fraudulent marked my account past due based on their ineptitude to send information to the correct address. I am asking for a full refund of the member fee based on the utter incompetence of the company

      Business Response

      Date: 06/10/2024

      We responded to the consumer via written correspondence today.

    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.

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