Credit Cards and Plans
American Express CompanyThis 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
Customer Complaints Summary
- 5,099 total complaints in the last 3 years.
- 1,759 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/22/2024
Type:Billing IssuesStatus: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.
In accordance with the Fair Credit Reporting act Convergent Account # ****, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written...Customer Answer
Date: 04/22/2024
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:04/19/2024
Type:Service or Repair IssuesStatus: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.
American Express Credit Card failed to counter fraudulent activities against Merchant Airbnb in Dispute Case D-********. A home rental provider on *********** abused consumer terms and services, and *********** failed to resolve my dispute. I filed the case with American Express under D-********, and American Express was unable to offer a fair resolution either.Case background: Airbnb host coerced me for early check-out as a result of my family emergency, and she confirmed that she would refund the remaining days of my monthly stay under the condition that someone had booked the rest of the period. I checked in on Jan 24 and originally planned to leave on Feb 22 but had early checked out on Jan 28, under her verbal agreements. Someone booked a monthly stay from Jan 30 to Feb 29, and therefore Ive effectively occupied the room for 6 days from Jan 24 to Jan 30, and Im requesting a pro-rated refund for my original purchase of ******. Airbnb host denied the request, despite she had verbally agreed to the new terms of partial refunds.Business Response
Date: 04/22/2024
American Express mailed our response to the consumer todayInitial Complaint
Date:04/17/2024
Type:Order IssuesStatus: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.
American Express is engaging in false advertisement and have not provided the premium level of services that they are charging me. I have, in more than one, instance have to spend more time to resolve my concerns or issues and then advise the company and their staff on how to proceed with processing the resolution I am seeking. Furthermore, American Express has admitted to failed security protocols that I believe could impact many other cardholders that hold more than one product with the company. I have expressed my concerns with the company by reaching out to the CEO and other executive members of the team, and their executive office has admitted and confirmed the security flaw; but have not advised in providing a satisfactory resolution that ensures my safety with the additional privacy and identification information I am providing. I fear that their carelessness could impact the safety of my personal identity if a malicious agent successfully gained access to their systems.Business Response
Date: 04/19/2024
American Express mailed our response to the consumer today.Customer Answer
Date: 05/09/2024
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:I understand that I have six (6) days to respond, but my concern is that the response that was mailed by American Express will not make it to me within this time period. I am providing an immediate response to this notice since my experience with American Express and their current lack of proactive actions result in my skepticism that my concern is resolved. I also believe that their decision to mail a letter and not directly contact me is their attempt to avoid contact and to run out the clock in hopes of me not responding. At this time, I do not have confidence that they have specifically addressed or satisfy my concern, nor have the provided me with a satisfactory resolution. Since my filing, I have further experienced other inconveniences and failure to meet service standards for what my premium is paying for and I have written to the company's leadership team and awaiting further response. I believe that the company believes that they cannot be bothered with my concern and the actions they've demonstrated only prove their arrogance in truly wanting to address and resolve my concern.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Customer Answer
Date: 07/25/2024
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:The company continues to ignore the requests of the individuals that collective choose to do business with the company by electing to use their products. In my case, the company has taken the approach to dismiss and downplay my concerns and make it a non-issue from their vantage point. As I have raised concerns of security and privacy concerns along with the various inconveniences that I've incurred from user interactions with the various platforms and the misinformation that agents have provided me, the company continues to stand by that their customer service and products are "best in class." I have repeatedly demonstrated that this is not the case with the number of concerns and inconvenient instances that I have raised through emailing leadership, sending messages to ***************** and filing complaints through BBB, CFPB, and Attorney General's Office. Even for the inconveniences that I have incurred and the consistent dedication to following up and pursuing my concerns, the company has not offered any goodwill gestures to attempt to address and resolve my concerns. Truly this product and the service is no longer best in class that they also claim my annual fees are supporting. My experiences only validate that my annual fees may be paying for training to aspire to have "best in class" product and services. It is unfortunate that the company continues to refuse to work with me, and I will continue to reject their lack of address and response to my concerns.
Thank you.
*********************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 08/05/2024
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.
We consider the matter closed and no response will be sent to the consumer.Initial Complaint
Date:04/16/2024
Type:Product IssuesStatus: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.
Received two AMEX gift cards from TopCashback rewards. Can't use either. Tried at ******, *******, multiple gas stations all declined. Calling customer service suggestion is to use at different merchant. I've run out of merchants that won't decline these cards. Just want my money back and will never opt for AMEX card again! Fraud.Business Response
Date: 04/23/2024
The consumer did not provide an address to send a response to. Additionally, they did not provide us with an American Express Gift Card number and we were unable to locate one with the information they gave us. We attempted to call them on April 18 and April 22, 2024 at the number provided in the complaint. We can investigate this for them, but will need the full gift card number as well as a full mailing address.Customer Answer
Date: 05/13/2024
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:Call came in marked as spam. I did not answer.
I had filed a claim with Amex providing the card numbers, the value and my address. I have not received anything from Amex. Let me go ahead and do more running around for these cards that are so secure I cannot get my money out of them.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 06/07/2024
The consumer did not provide an address to send a response to. Additionally, they did not provide us with an American Express Gift Card number. We can investigate this for them but will need the full gift card number as well as a full mailing address.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:Got the situation resolved by emailing the executive office. Disappointed executive office did not accept this is an AMEX problem pointing out that gift cards are handled by a 3rd party. Regardless AMEX name is on the gift card and I hold them accountable. After many weeks of back and forth I got my money back. Now AMEX and I go out separate ways, total loss of confidence. Thanks BBB!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
Date:04/16/2024
Type:Order IssuesStatus: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.
We worked very hard for this client ******************* from March 15, 2024 all the way to April 12, 2024 as per the attached signed retainer agreement contract, legal fee billing invoice where the client owes us $27,500 in total, he only paid a $5000 retainer fee plus a $2500 requested replenishment, plus the attached **** tracking number shows the legal service product was received and fulfilled (legal services, work product, research, consultation, advisory, investigation, in connection with an immigration L-1A ****** However American Express stole our money right out of our law firm merchant account after he received the legal goods and services, which is felony theft of services, and grand larceny by trick. Please return our money back to us as he owes far more than he has even paid.Business Response
Date: 04/18/2024
American Express mailed our response to the consumer today.Customer Answer
Date: 05/02/2024
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 this is what they always say, that their response is in the mail, which never comes.The reason we filed a public complaint with the BBB is so that we can get a PUBLIC REPLY, for the whole world to see, not so that American Express can continue to secretly aid and abet their criminal card holders larceny by trick, or theft of services, when they file fraudulent charge backs even in the face of documentary evidence that goods and services were delivered per contract.
Sincerely,
*****************************
Initial Complaint
Date:04/15/2024
Type:Product IssuesStatus: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.
In August of 2023 I opened an American Express Platinum card on line with an offer of ****** bonus points. I received the card, paid the annual fee and spent more than the required amount to get the bonus. The bonus never hit my account. I called in 3 weeks ago and was told that I should have received it and that they would elevate the issue to get the points. I still have not received the points so I called back. This time I was told that I was not eligible for the bonus points at the time I received the card. This information was never communicated to me I would not have opened the card had they told me I would not get the bonus. This is a classic bait and switch. I asked to either get the bonus points added to my account or refund the card fee, they said they cannot do eitherBusiness Response
Date: 04/19/2024
We responded to the customer via written correspondence today.Customer Answer
Date: 04/29/2024
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:The response is the same boiler plate they gave me when I contacted them about this issue. They claim that during the application process I was alerted to the fact that I was not eligible. I assert that I was not notified and only completed the application and paid the card fee because I believed that I was eligible for the introductory offer. I have no way to prove that I wasn't alerted (how do you prove a negative) however my entire reason for applying for the card in the first place was for the introductory offer.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 05/09/2024
: 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:04/15/2024
Type:Billing IssuesStatus: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 notified by American Express that my Gold card limit would be imposed at $2,500 for the following reason: "The average of your recent payments in relation to the balance on one or more of your American Express account(s) is too low." I was not informed that this was an issue needing to be resolved prior to this action. I was not educated by the company that this is something they would do if certain patterns continued; patterns I didn't even know existed. They declined a $25 charge on a nearly unlimited card and then told me about the limit. Finally, my card balance wasn't even close to this imposed limit. I began a side-hustle and somewhat small business recently which is why some of my credit cards are higher than usual and this is how I am being treated for using my cards. Further reports to the **** and FTC will follow any further unsatisfactory action by American Express.Business Response
Date: 04/18/2024
We responded to the consumer via written correspondence today.Initial Complaint
Date:04/10/2024
Type:Billing IssuesStatus: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 writing to file a formal complaint against American Express regarding their unfair business practices and failure to address a dispute resolution issue. The details of the incident are as follows: 1. On 01/28/2024, a client used their American Express card to pay for marketing services provided by my company. 2. Subsequently, the client mistakenly disputed the charges with American Express, citing an accidental dispute. 3. The client promptly contacted American Express to close the dispute cases with the following case numbers: - Case Number ********* - Case Number ********** - Case Number ********** - Case Number ********* The client requested multiple times to reverse the charges associated with these disputed transactions. 4. Despite the client's efforts and requests, American Express has failed to fulfill the request to reverse the charges, leaving my processing service account in a negative balance. 5. This failure by American Express to address the dispute resolution in a timely and satisfactory manner has caused significant financial harm to my business. I request immediate intervention by the *** to investigate this matter and ensure that American Express fulfills its obligations to handle dispute resolutions fairly and promptly. Specifically, I request to be contacted by American Express's merchant services department to resolve this issue swiftly and to reverse the charges associated with the disputed transactions.Business Response
Date: 04/17/2024
We responded to the consumer via written correspondence today.Initial Complaint
Date:04/10/2024
Type:Product IssuesStatus: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 pay my American Express bill every other week or more. I however am being penalised for paying as many payments as I do. I had already paid my bill for the month and then received a bill and decided that I wanted to pay more. The normal route is using the bill pay via my bank. I however used the envelope and sent in an additional payment. Keep in mind that I had already paid the bill for the month. I always pay a few weeks in advance. American Express however forced me to pay a late fee for a bill that had already been paid by bill pay electronically. This means that they are penalising me for making extra payments and/or paying my bill early. I don't deserve a late fee and I tried to resolve this twice and I received correspondence from AE advising that my bill was late. My bill was paid prior to the due date via bill pay and again I paid another payment using the envelope that they sent to me just because I wanted to pay an extra payment. The bill had already been paid for that month.Business Response
Date: 04/18/2024
We responded to the consumer via written correspondence today.Initial Complaint
Date:04/05/2024
Type:Order IssuesStatus: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 not liable for this **** with charter communications, I do not have contract with AMEX, they did not provide me with the original contract as i requested.Business Response
Date: 05/15/2024
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.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.