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

5,099 total complaints in the last 3 years.
1,767 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:04/29/2024
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.
My gift card info was stolen and before money was stolen, I called to freeze the card so I could get a refund or a card replacement figured out, but instead of freezing the card they proceeded to explain the refund process instead of freezing the card like I had stated to do multiple times. The money was stolen roughly six minutes after initial request to freeze the card, which is more than enough time for them to have froze the card. I filed a dispute and they said they were not able to dispute the charges and I had brought up the incident but claimed the case was closed and there was nothing they could do. I lost $500 because of careless customer support.
Business Response
Date: 05/07/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 05/22/2024
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:

Hello, the letter that American Express sent me did not include any type of resolution because they need more information from me. I would like to extend the time of this complaint so I am able to send a response to American Express.

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

Sincerely,

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

Business Response
Date: 05/28/2024
The consumer’s additional correspondence contains no new information to which American Express can respond at this time. The consumer may follow the instructions in our correspondence to address this matter further.
Initial Complaint
Date:04/26/2024
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 purchased 4 American Express giftcards on 2/2/24 at CVS in *************. ******* warned me: "We've had people come back and say they don't have any money on their cards. If that happens, contact the company- we're not responsible." I was concerned so I called to check the card balance- nothing there. I reported this to Incomm and they said they would investigate. They contacted me 30 days later stating that my dispute was denied and the case was closed. I pushed for info, evidence and stated I wanted to appeal the decision. Rep ****** called me after I escalated to Executive level. ****** stated that evidence showed I 'gave card to someone.' When I asked for proof, she had nothing. I told her I didn't give the cards to anyone, but ****** refused to consider this. i contacted American Express and ***** in *************************** office contacted Incomm to investigate. Incomm continued to insist I gave the cards to someone, and refused to provide evidence ***** requested (transcript of my phone call). Incomm deflected and dodged to keep my $2000 Case Number ********, ********, ********, ********
Business Response
Date: 05/07/2024
American Express mailed our response to the consumer today
Customer Answer
Date: 05/17/2024
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:
Attached is the response from American Express. Here are the issues:
1-When I spoke directly with American Express: ***** from *************************** office- *************************** ***** made it clear to me that she could investigate, advocate for me with Incomm (Gift card company that makes AMEX giftcards) BUT she could not overturn their decision. This letter from ********************* at AMEX (I have no connection/interaction with)- states that AMEX made the decision not to refund. This is contradictory info- especially since all my complaints were documented at Incomm- not American Express. (Case numbers are all on my original complaint with BBB)
2- This letter states that a 'full analysis' was done and the 'related phone call....was handled properly.' No details on what full analysis entails. Related phone call: ***** was told by Incomm that they denied my request for a refund based on a phone call where I stated that I gave the cards to someone. I told ***** I did not say that. ***** went back to Incomm requesting a transcript of the phone call. Incomm refused this request and instead provided their 'summary.' My actual words never verified and no opportunity for me to refute this, NOT handled properly
3- The final paragraph of the letter from AMEX explains policy around gift cards treated as cash. This blatantly implies that I made purchases or gave the card to someone who made purchases. I DID NOT.

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

Sincerely,

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

Business Response
Date: 07/24/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 08/06/2024
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
American Express continues to send me the same correspondence stating that they will not provide documentation to support their decision not to refund my payment. Because of this I have no way to effectively dispute their info and make my case. Very unprofessional and unfair. I continue to be dissatisfied with their decision and lack of proof or effective response

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

Sincerely,

*************************
Initial Complaint
Date:04/26/2024
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 mistakenly paid my $2,500 Credit Card bill from an unused American Express savings bank account instead of my usual bank account. The payment didn't go through and when I seen the error, I contacted American Express support through chat on April 19th. They advised waiting 24 hours and I can re-issue payment, but this never happened.On April 23rd, after more attempts and incorrect advice from multiple support agents, a manager finally processed a new payment from the correct account. Throughout, I emphasized my situation of being in ****** ** for work where as I am from ** and needing access to funds because they froze my card. Amex didn't care and was going to leave me stranded ***** miles away from home without a way to get food or water. I asked for a transcript of the chat for documentation, which they said they don't provide.My complaint is that American Express's support was inadequate and could have left me stranded ***** miles from home without basic necessities, despite my several attempts to resolve the payment promptly and fix the issue. All I wanted to do was pay them the money I owed but they would not take my money and instead froze my credit card. Thankfully they unfroze card but this could have turned out a lot worse.I had also asked the manager if this violated any Regulation-E rules to which they responded that they did not know what Regulation-E was. Every Financial Institution in ***************** needs to know what this is and they don't.
Business Response
Date: 05/02/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:04/26/2024
Type:Product 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 have a credit card with Amex, which earns 12 times points with spends at ****** properties. I made multiple payments with this card at ********** by **********************, shown up on my statements as ******** ****** in February and March. However, Amex considered these as non ****** spends, so I earned only 3 times points, not 12 times points. I have raised this issue with both Amex and ****** in March. I have contacted both them numerous times.The latest email from ****** on 4/25/24 stated that **** told ****** that these charges do not show on Amex side, and I should contact Amex. The latest chat with Amex on 4/25/24, the supervisor ***** told me that their investigation was concluded that spends at ********** by ********************** were ineligible as ****** spends. Amond showed the list of eligible properties, ******************** was included. I asked ***** why these spends at ********** by ********************** were ineligible, ***** simply said these charges were not made at eligilble properties. I requested to reopen the investigation, because it was not fully investigated, for example, I was never asked to provide supporting documents such as receipts with the Garden Inn name, which match dates and amounts on Amex statements. I also pointed out that the charge by ************** ******, operating as ******* by ************************ was coded as a ****** spend correctly, although on the Amex statements do not show as Hampton. Amex needs to have Garden Inns terminal properly codes as ******, and make adjustments when it does not. On my March statement, for charges with ******** ****** operating as Garden Inn by **********************, I received 882 points, on my April statement I received 492 points. Im missing ***** points on my March statement, and ***** points on my April statement. I request the total of ***** points credited to my ****** account.I will provide more details upon request as I am close to the characters limit.
Business Response
Date: 05/29/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 06/22/2024
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 previous message from the business simply told they have responded in writing that day. I have not received it yet, and I will keep rejecting until I receive it. Please write to me via BBB or by electronic methods for faster and more cost effective communications.

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

Sincerely,

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

Business Response
Date: 07/01/2024
We mailed our response to the consumer at the address provided within the complaint on May 29th,2024. We re-mailed the same response on June 28th, 2024, via *** tracking numbe* ******************* We request that the consumer allow 3-7 business days for mailing time. Please be advised that we are unable to upload our response to the BBB portal or respond by any other means for privacy reasons, your understanding is appreciated. Thank You.
Customer Answer
Date: 07/26/2024
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.

Hello,

Since my last response, Amex credited the missing points. My issue has been resolved.

Thanks for your help,

******
Initial Complaint
Date:04/26/2024
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 open an account with ********************************************* High yield savings account and they told me I violated my account by transferring money account to my business account. I did not realize that was one of the stipulations while having the account. I was informed by a American Representative that my account was closed and I would need to reach out to the bank I used to transfer the money to American Express in the first place and have them retract my money back. I did what was told to me and once my banks try to pull the money back American Express emailed them and stopped them from taking my money out of my closed/frozen American Express account. I have been calling every day since to see how I can get my money back and I am not getting a response. I have no supervisor to speak with or anything. The different representatives are giving me the run around. I should call back the person who is reviewing your account is not here. I call back I can't get a hold of anyone in leadership they tell me. I just want to receive my money if that is in a check or let me send it to my other account but I have complied and did what was told to me.
Business Response
Date: 05/02/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:04/26/2024
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.
On April 17th I issued a payment of $200 to Amex which was returned due to insufficient funds. They reached out to me informing me I need to make a payment. I then made a payment per their instruction for $250. They successfully debited my account for $250. However, they continued to debit my account for $250 every couple days after receiving my payment for $250 successfully. In addition, they continued to debit my account for the initial $200 despite knowing that payment had been superseded by my payment of $250. Eventually they successfully withdrew the $200 as well and continued to debit my account $250. This has left my account perpetually overdrawn by $250 dollars or more for a week despite successfully receiving a total of $450. I asked them to cancel the recurring $250 payment and they refused. I then spoke two four different customer service reps who gave me conflicting information on whether the payments of $450 were successfully received. I made it clear to them that I understood that duplicate payments accidentally occurred, but that, since they successfully received $450 from me, then I need them to post $450 to my credit account. They refused to credit my account the $450 because they "hadn't received confirmation" that the amount went to their account. When I pointed out that they were lying to me about my account status, they then pivoted and decided to refuse to credit me for the successfully received payments on the basis that the (unauthorized) recurring $250 payment has not been successfully processed. When I pointed out that the payment was unauthorized, they simply began repeating themselves, shunting me around to other customer service reps, or just otherwise just blatantly ignoring my concerns.
Business Response
Date: 05/07/2024
American Express mailed their response to the consumer today.
Initial Complaint
Date:04/25/2024
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.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 The credit bureaus have no respect for the laws.Someone needs to hold them accountable for this.AMERICAN EXPRESS- Amount:$15,213 Date:5/25/2013 Acct#****************
Business Response
Date: 05/17/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:04/25/2024
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.
$29.00 charged twice
Business Response
Date: 04/25/2024
We responded to the consumer via written correspondence
Initial Complaint
Date:04/23/2024
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 applied for a credit card from American Express in which the information required of me included a social security card number. Since my social security card is lawfully considered a credit card as per 15 U.S. Code 1602 I, and I received no benefits from the transaction upon denial, the transaction is considered fraudulent because it is by definition an unauthorized use of my credit card per 15 U.S. Code 1602p. Ive attached these laws in greater detail for you to review below:Under 15 U.S. Code 1602 i- The term credit card means any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.15 U.S. Code 1602p - The term unauthorized use, as used in section 1643 of this title, means a use of a credit card by a person other than the cardholder who does not have actual, implied, or apparent authority for such use and from which the cardholder receives no benefit.18 U.S. Code 1341 - Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, or to sell, dispose of, loan, exchange, alter, give away, distribute, supply, or furnish or procure for unlawful use any counterfeit or spurious coin, obligation, security, or other article, or anything represented to be or intimidated or held out to be such counterfeit or spurious article, for the purpose of executing such scheme or artifice or attempting so to do.
Business Response
Date: 04/26/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:04/22/2024
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 noticed I had late payments from AMEX on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.
Business Response
Date: 05/01/2024
We responded to the consumer via written correspondence today.

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American Express Company is NOT a BBB Accredited Business.