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

5,105 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:05/28/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was fraudulently charged 12 times at a bar in *********** in March for a total of $2201.05 for goods and services I did not receive. My card was charged without my permission and the receipts are all fraudulently signed, by the merchant I assume. I brought up the fraud with AmEx and they refused to cover the amount of the fraudulent charges because the card wasn't stolen. The merchant fraudulently charged the other two people I was there with also for amounts exceeding $16,000, and I believe will continue to attempt to do so to others.
Business Response
Date: 06/10/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 09/25/2024
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:

Amex used the receipts presented by the vender to them as evidence that I authorized the transactions. I never saw any receipts prior to those presented during the fraud investigation, and the receipts presented have signatures that are not mine. Amex refuses to accept my insistence that the receipts have forged signatures and that I did not authorize any of those transactions.
**** *******

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

Sincerely,

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

Business Response
Date: 10/11/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 10/29/2024
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:05/28/2024
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.
I was awarded a 150 dollar gift card for listening to a timeshare speech. I activated the card and spent most of it. I had a 38 dollar balance which was consumed at 3 dollars per month for inactivity. I had no idea this was happening. I called the number on the card but they could not reissue a card nor add the balance. I think this is robbery and ridiculous since they put the money on the card originally.
Business Response
Date: 05/30/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:05/24/2024
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 have been a card holder for 23 years paid my monthly dues every time on time I went to go use my card the other day and it I was told it was canceled. Upon calling American Express they canceled my card for no reasonable situation. Upon calling them they hang up or will not get me to higher management.So let it be known till this is straightened out and my card is reactivated that I will not be paying any money to American Express
Business Response
Date: 05/31/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 06/06/2024
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]
This company are lairs and the make up stories that are not factual or even in realm to making sense. Upper management has zero clue of the issues they have caused

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

Sincerely,

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

Customer Answer
Date: 06/11/2024
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]

So AMEX customer service places people on indefinite hold and when after waiting for hours on the phone I kindly say that I have or had been a customer for 23 years obviously they dont respect that. I have tried to work with their supposed corporate offices and they keep harassing me I want that to stop

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

Sincerely,

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

Business Response
Date: 06/27/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:05/23/2024
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 am an identity theft victim. Unauthorized transactions and questionable activity associated with my identity have come to my attention. I've reported the matter to the police, but I still need help getting this resolved. I hope to recover my financial losses,clear my name, and request your help in removing this accounts from my credit report. Please assist me with this.Account #: **************** Date Opened: 08/05/2019 High Credit: $12,768.00 Account #: **************** Date Opened: 12/04/2019 High Credit: $799.00
Business Response
Date: 06/12/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:05/22/2024
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.
Approximately two years ago, I entered into a repayment plan for a delinquent American Express account. The agreement was to pay $828.30 every month for 24 months. The last payment was to be $28.30, which was due on five 1024. On five 924 $828.30 was drafted from my account. I contacted ********************************************* on five 1324 to report the over withdrawal of money from my account. My ********************************************* app showed I had a -$800 balance. I was unable to contact collection agency directly, as because the debt was paid. They stated they no longer had access to my information. American Express referred me to another department, which I am not certain if it is an American Express department or for the collection agency, but they stated I would get a refund but could not tell me when. I contacted them again today and they stated I would get a refund, but they still could not tell me when, and I should be patient. I consider this a theft of $800 from my account, which caused overdraft fees and difficulty paying my routing bills. ************** Is the phone number I was given by American Express to discuss this problem with poor resolution. In addition to this incident approximately a year ago they drafted $828.30 out of my account twice in one month. Again, there were overdraft fees and it took, a long time to resolve this. I cannot give you the exact month as my online banking does not go back that far. Also, when I entered into the repayment contract, the employee of the collection agency coerced me into paying more than I could easily pay by stating I would retain my , American Express points and my card would be reinstated at the end of the repayment. This was not true. I have never had any account draft more money from my bank than they were entitled to. In the case of this agency acting on behalf of American Express they have drafted $828.30 and $800 on two separate occasions. Please help me obtain my refund and record this complaint against Amex.
Business Response
Date: 06/04/2024
American Express mailed our response to the consumer today
Initial Complaint
Date:05/21/2024
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.
As a loyal customer since 2016, I have always maintained a good standing with AMEX, ensuring that all my payments are made on time. Additionally, I have referred five individuals to join AMEX, demonstrating my commitment and trust in the company.In mid-April, a friend of mine asked for my assistance in understanding how to build his credit history. Eventually, he inquired if he could be added as an authorized user on my card, with the agreement that he would pay me monthly, which would help build his credit history and potentially lead to AMEX offering him a credit card.On April 22nd, I submitted the request to add him as an authorized user on my AMEX account. He was aware that the statement was due on May 14th, However after he paid the balance, I decided it was best to remove him from my account, so he handed me the card, and I placed it on the table before returning to my office.To my shock, I later received an email from AMEX Fraud, questioning if I authorized a charge of $25,000 .Confused and alarmed, I immediately contacted AMEX to report that I did not authorize this charge. AMEX inquired if the other authorized user may have used the card, but I could not confirm this due to my knowledge of the card being in on my table.AMEX flagged the transaction and informed me that they would notify me when it was posted to my account. In the meantime, I froze the additional card. The following day, when the transaction was posted, I contacted AMEX to initiate a dispute. However, I was told that there was no point in disputing the charge and that I was not allowed to open a dispute.I firmly believe it is my right to obtain more details about this transaction, especially since I did not authorize it. I called AMEX as soon as I received the email, but the charge had already been approved. I do not understand why AMEX did not allow me to verify the transaction before approving it, particularly given the substantial amount involved.
Business Response
Date: 06/04/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:05/20/2024
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.
Signed up to search for vehicle history reports. For $1, it was a 7-day trial. I tried to cancel and was charged ***** twice. Disputed charge and received credit but later was refilled by Amex. Seeking credit of *****
Business Response
Date: 05/29/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:05/20/2024
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.
On May 8, 2024, I had paid my entire balance on my American Express Card and had a zero balance upon completion of the transaction. Earlier in the week I had made my normal monthly payment on time and had advised American Express earlier that I was intending to pay the balanced owed. When I reached out to American Express, I offered a settlement, which the immediately refused claiming my account did not qualify for any type of settlement when I had been in good standing with my payments for over 1 year. Today, May 19, 2024 I was advised by Credit Karma that I now have a $24 balance with American Express. This is completely unacceptable as I was told by the rep from American Express that my balance was zero when I paid off my balance. For the record, I would like this new balance to be completely zeroed out as I have paid the amounts off with American Express in full. It may be a small amount, but how many other people have these unnecessary fees charged to them by American Express?
Business Response
Date: 05/31/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:05/20/2024
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 filed a dispute about a fraudulent transaction which occured on 04-24-2024 ***** from a company IHG Points and Rewards I neither have knowledge of or approved nor did I authorize anyone to make this transaction. I immediately filed a complaint with the Better Business Bureau about this fraudulent transaction against IHG Points and Rewards which the company did not respond to. I have now filed a fraudulent transaction dispute with American Express and when updating my address to ***************************************************************, I was told this is not a valid address by the customer service representative when speaking with the American Express representative. Please, send my card toy updated address, immediately. Thank you.
Business Response
Date: 06/13/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 08/09/2024
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] Please, do not contact me again either through mail or email. Your company has been unprofessional and fraudulent. Thank you.

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

Sincerely,

*****************************
Initial Complaint
Date:05/17/2024
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.
claim ******** claim was denied, amex claims this is the following items- it is not, this item is not perfume, light bulbs or batteries.If you have a super call me make sure they know how to review clients time zones and know how to clear out their voice mail box, so clients can return their calls after the super wakes them up in a different time zone
Business Response
Date: 05/24/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 05/28/2024
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]

I did not received any form of communication, Please resend.

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

Sincerely,

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

Customer Answer
Date: 06/11/2024
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]
for the 10th time I requested a supervisor to call me at a normal time, not at 9 pm in the evening when I am sleeping!!!

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

Sincerely,

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

Business Response
Date: 06/26/2024
We responded to the consumer via written correspondence today.

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American Express Company is NOT a BBB Accredited Business.