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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

    • 5,097 total complaints in the last 3 years.
    • 1,758 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:05/06/2024

      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.
      American express has my card at negative $200. It's a prepaid card and they said its negative cause in my transactions say there was a debit card load reversal for 200. There was never a transaction even loading 200 in the first place and I only put money on from my bank card. I've called 3 times and they say account will be ok in 24hrs but its not.i had $63 in my main account and 11 in a savings.they took the 63 as well but didnt put that towards this fraudulent transaction so not only did they make a mistake my $63 is just gone.very easy situation to figure out cause it's in my bank statements but ***** will make it right and they wouldnt tell me the place the reversal was done nothing.*** also been hung up on a dozen times and clearly its am issue with a worker there that put this through but either way I never loaded money on there anywhere and that proof is in my statements so this reversal they said it was never should've been done cause no place exists for it to and 3 workers claimed to have fixed it one told me he did but I might not get back the $63i had in there

      Business Response

      Date: 05/15/2024

      American Express mailed our response to the consumer today

    • Initial Complaint

      Date:05/03/2024

      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 opened American Express Surpass card that offered ******* Hilton Honors opening bonus after spending $3,000. I spent $3,000, was charged $150 annual card fee, but never received bonus points. I was informed that American Express will not provide ******* bonus points as advertised due to the fact that I already had this card 5 years ago!!! This fact was never disclosed during the account opening process.

      Business Response

      Date: 05/09/2024

      We responded to the consumer via written correspondence today

      Customer Answer

      Date: 05/16/2024

      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:

      [Your Answer Here]

      There was no clear message indicating that I will nit receive card benefits. Moreover, when I chatted with their customer service *** I was told that I will receive benefits.

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 06/05/2024

      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:  Business stated that they warned me that benefits will not apply but that is not true! In addition theur chat *** confirmed that benefits will apply! I have a  record of that chat! They need to apply promised ****** Honors points immediately!

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/12/2024

      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.

    • Initial Complaint

      Date:05/03/2024

      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 purchased two $500 AMEX giftcards from ******* on January 3 with cash that we collected at church to give to two families. The next morning I went to put them in the card and like I do with all my giftcards, confirm the amounts, found out that one was at 0 and the other at half the balance. I immediately called and found out that one card was spent at an advertising place and the other half at Dilliards-both places in other states from me. The *************** tell me I had to send an email so it took a week before I knew to email information for an appeal. Then after I sent all the information including pictures and receipt I received an email that I gave the card information to those companies. I asked for the information used to come to that conclusion so I could take it to the police as again it was a different state and I had everything on me the entire time. No one ever responded and customer service wouldnt give me the information either so the police couldnt help since I didnt have any information. My husband and I repaid the church the $1000 for the donation since it was under my turn that this all happened. So really we are out $2000 because INCOMM wouldnt respond with the information that I could take to the police about this issue.

      Business Response

      Date: 05/10/2024

      We responded to the customer via written correspondence today.

    • Initial Complaint

      Date:05/02/2024

      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.
      Amex keeps canceling all my cards even when no payment due. As a matter of fact, I paid one of my cards off and the card was still blocked. This has caused significant damage in my personal and business finances. They are not fixing the issue, neither are they closing the accounts thus accruing more on the card with a balance. They have incompetent staff that read a script and can't think outside the box for a specific issue. I have spend hours on their chats and phone calls to no avail.

      Business Response

      Date: 05/17/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:05/01/2024

      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.
      American Express is furnishing inaccurate and incorrect information to the consumer reporting agencies. Account number: **************** The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes. The inaccurate reporting has damaged my livelihood. 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies (a)Duty of furnishers of information to provide accurate information Prohibition (A)Reporting information with actual knowledge of errors A person (American Express) 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. Duty: a moral or legal obligation; a responsibility Accurate: correct in all details; exact. Prohibition: a law or regulation forbidding something As Defined by the **** even if I didn't receive a Form 1099-C, I must report canceled debt as gross income on my tax return. The *** Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate. A CHARGE OFF IS CONSIDERED MY INCOME. American Express will try to say that they are reporting accurately but it clearly is not. Furthermore, after a charge off it should cease the reporting to the credit reporting agencies. After reviewing the data the account is being charged off month after month which is also an inaccuracy. I demand American Express to send me my 1099-C form and delete this account immediately.

      Business Response

      Date: 05/14/2024

      We responded to the consumer via written correspondence today

    • Initial Complaint

      Date:05/01/2024

      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 January of 2024 I received an email from American Express offering me ****** points if I open checking account with them and maintain $6000 in the account and make 5 legit transactions in the period of 60 days then I will get the ****** points. I kept more than $6000 for more than 60 days, also I did about 7 or 8 legit transactions. When I asked for the welcome offer points they never gave it to me, i kept calling them and they keep saying the IT department still investigating. Investigating, is their business, it is not my business, I met all the criteria so I am in title to get what they promised me. I want them to honour their promise, or that will be consider false advertising

      Business Response

      Date: 05/08/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:05/01/2024

      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 got a text this morning around 2 am telling me my account was overdrawn by $82.03 cents making it negative. Now what's funny about this bs charge is my account savings were $614 yesterday before I went out and bought pizza, subway and went to **** trip. In total for those 3 items only came out too a total of $70.80. My savings went from $614 down to $543.20 for the evening after getting those 3 things. I went to bed and awoke to see a new balance texted to my phone in the amount of $82.03 negative and nothing showing for charges on my card besides what I purchased and already paid for that this company is claiming I didn't. I've never had this issue with these places until today. No tv apps would cause this because they're dirt cheap apps, no other things were bought yesterday. I'm mysteriously missing this total of $117.64 that this ridiculous company. They're bs excuse is it is to cover 3 TV streaming apps; pizza and subway that supposedly didn't get paid for the night before. ( Again I already paid for - not paying twice ).I've used this card the same way for years at these very same establishments in town and never once had this issue. It paid for my food, otherwise I couldn't have taken it obviously. This is a fraud scam at best and it better be fixed. So I am demanded my $117 be returned to my account in 7 days and this not to happen again.

      Business Response

      Date: 05/22/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:04/30/2024

      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 been with American Express for four years now. I have spent 100k or more a year and have always had a perfect payment history, minus the couple I had to pay late. This past November, my mom went out of her mind and filed a petition for guardianship over my estate. She was granted it because I spent 100k frivolously over the summer furnishing a four-floor townhome. She had control of my entire estate and did not pay some of my cards like Chase, and paid payments that she knew would bounce on other accounts like *********************************************, making me look terrible. Well, after 6 bounced payments, they finally decided to contact me about looking into closing my account. I did, however, pay my 25k balance due most months. Right after my payment, small payments like 1k or 700 bounced. Well, after challenging those payments as fraud and speaking with the fraud team to resecure my account, they added a "four-digit pin' they did not, reissued my card, and SAID they were going to give us a new temporary username and password, so we could create new ones, they never sent the email. Instead. they called today, did not ask for the "pin," and told me they were moving forward with the close. After the pain I had suffered for seven months, having to fight a court battle against my mom to maintain my basic human rights, look up the powers of a guardian, and try and keep a card that I loved because they had always had amazing customer service, they closed it after one day of investigation. The lady got mean about it when I tried to contest it. It shows me Amex is no longer a client-facing company and has joined the ranks of Chase, where you are just a number, and they could care less about the atrocities going on that cause all of this to happen. My mom dropped my credit from 750 to below 500 from doing this. My mom did all of this, yet they still closed my account. I suspect my mom had something to do with it. I am considering litigation against them for not protecting their clients

      Customer Answer

      Date: 05/25/2024

      Better Business Bureau:

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

       

      They have hidden a high yield saving account from my dashboard that has ******* in it and will not release my funds to me. I currently cannot get a lease in LA and am nearly homeless. They were supposed to send the check for the account to me but have not done so and I has been 2 weeks since closure  


      Sincerely,

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


      Business Response

      Date: 06/26/2024

       We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:04/29/2024

      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 received a brand new gift card, fully sealed in original packaging. I opened it and check the balance only to realize it had already been drained. I Googled and found that this was incredibly common of InComm's gift cards right now. I called and told InComm about the problem in Dec 23. Since then, I have called over 10 times and emailed several times. When I call, they always have some story about what is going on and they are going to make notes and escalate to get me off the phone. I have always asked for some sort of email confirmation number or a call back to just ensure that they exist and are not a scam. They have always refused. I emailed the supporting documentation (attached) and this last time they said the would mail a replacement. It has been several week and I haven't received anything so now when I call back they say it was sent and aren't sure what is going on but would make some notes. They said they can't tell me what the next steps are, can't promise I will be contacted at all and can't even estimate a timeline. The fact that the phone number comes from InComm's website is my only piece of evidence this isn't a complete scam but for all intents and purposes, it is.

      Customer Answer

      Date: 04/30/2024

      Better Business Bureau:

      InComm did just send me a **** gift card to replace this. They did this after the date they responded to your letter to them so I imagine it helped.

      I wanted to note that they lied to you when they had you forward it to American Express. I have been dealing with InComm directly and they were the ones taking responsibility but never giving me a resolution. I suspect they forwarded this to American Express so this ticket does not count towards their statistics.

      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.

      I appreciate your help, prompt action, and good communication.

      Thanks,

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



       


    • Initial Complaint

      Date:04/29/2024

      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.
      American express disconnected my auto pay on my $40 balance and payment wasn't made. I went in and made a payment and want the late fee of $29 refunded due to not ever being late and an error with their website.

      Business Response

      Date: 05/07/2024

      American Express mailed our response to the consumer today.

    American Express Company is NOT a BBB Accredited Business.

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