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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

    • 5,102 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:05/16/2024

      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 have initiated a dispute with both the vendor and American Express due to the failure of the service provider to fulfill their obligations as outlined in the agreement. Despite my repeated attempts to seek resolution, the responses provided have been consistently dismissive, citing procedural grounds that seem disconnected from the actual issue at hand.The basis of my dispute is rooted in the fact that the delivered goods were significantly deviated from the description provided at the time of purchase. However, the responses I have received thus far have predominantly focused on the technicality of not adhering to the cancellation terms outlined in the merchant's service agreement.I find this response perplexing, as it fails to address the core issue of the discrepancy between the advertised service and the actual delivery. Therefore, I seek clarification on the logic behind this.

      Business Response

      Date: 06/12/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:05/15/2024

      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.
      On October 4th 2023 I submitted a balance transfer from my Breads Rewards credit card account to my *********** account. So how the check from *********** went to American Express and was deposited by American Express. The problem is, I don't have, nor have I ever had an American Express account. I reached out to American Express and after getting the run-around for not being an account holder I finally got someone to actually listen to my issue. Afterall, this transaction involves a $3000 transfer. I was advised by a representative with American Express to send copies of the transfer check and the copy of the deposit to po box ****** in tx ***** and attached the account number to my breads rewards account where the check was supposed to go along with the address and within 30 days American Express would send the $3000 to where it was supposed to go. Nothing by American Express has been done to return the $3000. Now because you cashed this , I am paying the $3000 to *********** and still the Breads Rewards account because the didnt get the $3000 that you got and deposited when I dont own an American Express account So, $3000 has turned in to $6000 plus interest. You really need to make good on this $3000 check you never should have cashed to begin with.

      Business Response

      Date: 06/05/2024

      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]

       The company sent me a letter telling me that the card i am inquiring about is actually owned by an American Express company   I spoke with a representative over the phone to which they said they were looking into seeing how they can get me a refund check for the $3000 as it was deposited but never credited to my account   Now that I have paid my account in full, they own me a refund for $300   They are supposed to email me within 24 hours   We are about at that time and no email as of yet   

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/12/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:05/15/2024

      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 was issued an American Express gift certificate for $1,000 on February 1st, 2024. I activated a couple weeks later. When I went to use it on 3/30/2024 the balance was only 3.50. We called the 800 number on the back of the gift card **************. They said there were 3 transactions around $300 to a **************** that depleted the funds leaving a $3.50 balance.On 4/27/2024 I got an email that said my dispute was declined. Subsequently I was reissued a gift card for $3.50. Coincidentally there was a PNC bank account created fraudulently in my name. That had transactions from 2/28/2024 through 3/25/2024.

      Business Response

      Date: 06/07/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:05/13/2024

      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.
      Company has failed to provide support with a charge back. They have failed to provide english speaking support and protech my rights as a consumer. I have invested many hours trying to deal with their suport.

      Business Response

      Date: 05/24/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:05/10/2024

      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 have been with American Express Serve as my main bank for over 10 years. I have deposited all of my tax refunds into this account. Recently, ******************************************************************** closed my account wihtout telling me why, lied to me about the status of my account, and is now holding the money in my account ****** until I write and mail a letter to a company I've never heard of at a PO Box in ******* if I "want to get my money back". This is thievery. I want a resolution.

      Business Response

      Date: 06/03/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:05/09/2024

      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 opened a ****************** Account with ********************************************* ************* in early March 2024. I supplied my Spanish Passport and Social Security Number which were accepted as proof of identity. Within the next two weeks, I deposited $10,287.26. In late March, I attempted to link my FirstBank Puerto ************ account, so that I could withdraw funds from my AMEX account. This functionality was blocked online, so I submitted a Paper Form with my bank details, as well as copy of my bank statement showing my name and address. After 4 weeks of back and fourth, I was told that the account was "blocked" with no reasoning provided and I could only solicit information once a notarized copy of an Identification Form was faxed to American Express. I quickly organized a notary to fill out the form and faxed it with a fee of $150.00. As per a representative, I was told that "you will receive explanation in the mail, I cannot discuss this information with you." A letter arrived dated April 28, which indicated the account was closed due to suspected Fraud - clearly not the case. The letter stated that if the decision was a mistake, I could contact the company. Upon further communication, I was asked to visit a online notary via NotaryCam with my passport for yet another Verification of Identity, which was accepted by AMEX on May 8, 2024.I requested the funds in the account be sent to me via check, but they are refusing. An agent has indicated that the original writer of the checks has to "reclaim" the funds - something that cannot be done according to the banks of the checks, as the funds cleared the original bank many months ago and have been in AMEX's hands. This is quite a large amount of money, and they are being held hostage by a large corporation. It is impossible to contact a supervisor. I have called countless times - one is never available and despite a callback being requested, they never do.

      Customer Answer

      Date: 06/03/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding American Express Company has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:05/09/2024

      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 or around April 6th I purchased a card that was an American Express prepaid gift card from ********** in ****************. I purchased the card and immediately put $420 onto the card which was gone by the time I got to the car to activate it. I was told that it was activated on April 4th. I opened a claim with the company on April 7th and the claim number is ********* and on May 2nd I received information that my claim was denied. I was told company that the charge was made to was ************ in the amount of $420 the moment that the money was loaded onto the card. I'm not sure if this is fraudulent behavior from the employee I bought the card from or what but I need a immediate refund and access to the money that I provided.

      Business Response

      Date: 05/21/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:05/09/2024

      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.
      To whom it may ************ the past week, I have been having a hard time getting my money from my Blue Bird Account. I went to the atm to get my money out, and it kept saying (unable to process this transaction at this time) now I thought that if I wait 48 hours to this day May 8th 2024, that it would resolve after I spoke with someone about it before on May 5th. I called customer service again on May ******** at 6:37 pm, and they told me that there was suspension activity. And that it was locked, now I am the only one who has access to my card and told them to unlock it and they did. They told me to change my pin number, which I found weird but I did. Now I tried to get my money out again, only to be told yet again ( unable to process this transaction at this time) Blue Bird refuses to give me my money, and they won't give it to me. When I need it for my bills, they have no right to hold my money which is $110.00 like they are. Could you please investigate this matter? Thank you,***************************

      Business Response

      Date: 05/23/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:05/06/2024

      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 am writing to file a formal complaint against American Express regarding an issue with my Blue Cash credit card (ending in *****), specifically relating to the forfeiture of a promotional 0% APR due to a single returned payment, despite my long-standing, excellent payment history.Description of the Problem: In January 2024, I experienced a single incident of a missed payment due to an oversight that led to insufficient funds in my bank account. This was the first such incident after many years of consistent, on-time payments and substantial spending amounting to hundreds of thousands of dollars. For instance, just a few days prior to the returned payment, I made a significant payment of $32,335 on January 18, 2024, which was unfortunately returned due to a bank error. However, I corrected this promptly by successfully making a payment of $33,000 on January 23, 2024.Despite these prompt actions and my extensive positive history, including regular large payments such as $25,000 on March 1 and $13,972 on March 15, 2024, I was informed that my promotional APR had been forfeited and a high penalty APR was being charged. Furthermore, I was not adequately notified of this significant change; the notification was buried within a statement rather than communicated through a direct, separate notification, which does not seem fair or adequate given the gravity of the consequences.Desired Resolution:I am requesting that the penalty APR be removed from my account, the promotional APR be reinstated, and any interest charges accrued due to this incident be refunded. I believe this resolution would fairly reflect my long-term loyalty and previously impeccable payment history with American Express.I appreciate your attention to this matter and eagerly anticipate a resolution that respects and preserves the longstanding relationship I have cultivated with American Express.Sincerely,***********************************

      Business Response

      Date: 05/14/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 05/15/2024

      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:05/06/2024

      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.
      I had my federal taxes deposited onto an American Express serve card. March 20 I filed a dispute. I noticed that there were a ton of charges back to back. The total was over $2300 right after my taxes were deposited according to the electronic funds transfer act. I do not have to wait an investigation. I do not have to wait on their dispute. I do not have to wait anything other than putting my money back into my account. It has been 45 days. I have been hung up on him more times than I can. Count laughed at and every time I ask speak to a supervisor Im put on hold and no one ever comes, this is against the law, especially seeing that it falls under the electronic funds transfer act!!!

      Business Response

      Date: 05/21/2024

      We responded to the consumer via written correspondence today.

    American Express Company is NOT a BBB Accredited Business.

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