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.
1,759 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:04/03/2024
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.
Charged interest on a zero balance the credit was paid in full
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:

I did receive a letter from the American Express Company. I'm rejecting the letter. There was know offer made to me. American Express is repeating that the finance charges are for previous charges which I don't agree with the policy. This charge was placed on the account after I paid in full the account balance. I still dispute the charge.

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

Sincerely
***** *****

Customer Answer
Date: 09/30/2024
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 keeps giving the same answer, they mailed a response to me. The response they are mailing is generic response about cardholders and charges. This is has been going on way to long. This is a horrible company. Please review the complaints against this company for the same complaint I sent. Please let me know how to resolve this.

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

Sincerely,

***** *****

Business Response
Date: 10/04/2024
While we regret the consumer's dissatisfaction, our position on this matter has not changed. We must respectfully advise that American Express considers this matter closed and no addtnl response will be sent to the consumer at this time.
Initial Complaint
Date:04/02/2024
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 PURCHASED AM AMEX $140 GIFT **** TO PURCHASE PAIR OF SUNGLASSED FOR $136...BOUGHT IT EXPLICITLY TO PURCHASE THESE GLASSES FOR THIS WEBSITE...NO WHERE DID IT SAY I COULDN'T USE IT FOR THAT SITE OR ANY OTHER SITE IN THE ***....I GO TO USE IT AND AMEX SAYS "OH, WE ARE SORRY, BUT WE HAVE DECIDED NOT TO LET YOU USE YOUR AMEX **** AT THIS WEBSITE"....I ASKED MANY SUPPORT PEOPLE TO RESOLVE IT, EVEN SEVERAL SUPERVISORS...AND ALL THEY WOULD SAY IS "SORRY, YOU WASTED YOUR $140, USE AT ANOTHER WEBSITE"...UNFORTUNATLY NO OTHER SITE HAS THE GLASSES FOR THIS *****....THEY WOULDN'T GIVE ME MY MONEY BACK, NOR WOULD THE GIVE ME WHAT OTHER SITES THEY WON'T LET YOU USE THEIR **** WITH...SO THIS HAS TO BE CONSUMER FRAUD....SOLD ME A **** I CAN NOT USE WHERE I WANT TO USE...THEY STOLE MY $140, THE $5.95 FOR THE ***** OF THE **** AND TOLD ME IT WAS MY TOUGH LUCK...THIS COMPANY SHOULD NOT BE ALLOWED TO DO THIS TO UNSUSPECTING CUSTOMERS....WAIT TILL AFTER YOU BUY THE **** TO TELL YOU THAT YOU CAN'T USE IT AND YOU CAN'T HAVE YOUR MONEY BACK AND WE JUST STOLE $146 DOLLARS FROM YOU!!!! NO ONE SHOULD DO BUSINESS WITH AMEX GIFT ****S...PUT THEM OUT OF BUSINESS.
Business Response
Date: 04/05/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:04/01/2024
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 had an American Express business checking account and it was suddenly closed on 3/31/2024.Account Number: ************. Name: ***********************.I had ****** MR points in it and it has been gone.AMEX customer support supervisor told me that they sent two emails to me to notify my account is in inactive status due to zero balance, which I confirm I received them, but nowhere stated that my account would be closed if still zero balance and I would lost all my points.If I got a clear communication that if I keep zero balance, my account will be closed and I will lose all my points, my action will be totally different.This is unfair to customer and should not be the way AMEX treats it customer.I wish to get this resolved and get my points back.Thanks,
Business Response
Date: 04/10/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:04/01/2024
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 maid an overpayment on my CC and on 2/14/2024, Amex perform REMOVAL OF CREDIT BALANCE of $12,757.93 and was supposed to issue a refund check for me of this amount. After 10 days I checked with AMEX and they said they will have a the finds wired to my account and never happened, than they said they are issuing another check which I never receiving. Can you help me get my money back please?
Business Response
Date: 04/10/2024
We responded to the consumer via written correspondence today
Initial Complaint
Date:04/01/2024
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.
The credit card company charged me interest on the full amount of the statement even though I paid half.The next month I paid the full amount and they charged me interest again arguing "revolving transactions".I've been a customer of ********************************************* for more than 20 years.
Business Response
Date: 04/16/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:03/29/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A fraudulent charge of $785 was made on February 18th, 2024. I called Serve while the transaction was still pending. The business that took this money doesn't even exist. I googled it. I've disputed it this twice and been denied but between denials I've been promised the money would be returned to my card in 10 days. They keep lying to me. Now they say I have to contact the merchant for a refund. There is no merchant. This was fraud and stolen from my card. The "merchant" lists a town that does not exist as an address. I keep getting a run around and I even had a ******* ****** representative try to assist me and she couldn't get this resolved either.
Customer Answer
Date: 04/23/2024
Better Business Bureau:

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

Sincerely,

***************************
Business Response
Date: 04/29/2024
American Express mailed our response to the consumer today.
Business Response
Date: 05/23/2024
We mailed our response to the consumer at the address provided within the complaint on April 29th, 2024. We re-mailed the same response on May 23, 2024, via *** tracking number ******************. 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: 08/30/2024
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:

Nothing was solved. They just stated they rejected my appeal that money was STOLEN off my card. That doesn't change the fact that there was a fraudulent charge and I lost money due to it. They even closed my Serve account so I can no longer appeal.

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

Sincerely,

***************************
Initial Complaint
Date:03/29/2024
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.
I am writing to formally dispute the denial of our recent claim under policy number ************, specifically related to a Terrorist Incident as stated in section "n" on page 9 of our policy.The relevant policy provision reads as follows:"[...] A Terrorist Incident in the Covered Person's city of destination that occurs after the Coverage Effective Date. The Covered Person must be scheduled to arrive in that city within 30 days following the Terrorist Incident;"Our claim pertains to a situation that aligns precisely with the conditions outlined in our policy.The U.S. **************** travel website currently advises against travel to Israel due to terrorism and civil unrest. Our covered person was scheduled to arrive in the affected city within 30 days following the reported Terrorist Incident.Additionally, we noted an exclusion on page 21, section "a," which states:"[...] War or any act of war, whether declared or undeclared, or any other activity directly related to and occurring while in the service of any armed military force of any nation state recognized by the United Nations."It is crucial to emphasize that neither of us is in the armed services, and the tickets were purchased well before any war situation. Our policy was purchase on 9/28/2023. Furthermore,ongoing terrorist acts in the region reinforce the necessity for coverage under the trip cancellation/interruption policy and are within the 30 days of travel that was scheduled for arrival on December 29th to *******We have been loyal American Express cardholders, along with our families, and purchased ************** in good faith that the coverage would align with the terms outlined in the policy. Therefore, we kindly request a thorough review of our case and a reconsideration of the denied claim.Enclosed with this letter, please find all supporting documentation, including our insurance policy, travel itineraries, advisories from the U.S. ****************, and any other pertinent information. We firmly believe that these documents substantiate the legitimacy of our claim and provide a comprehensive context for your reevaluation.If the insurance company is unable to cover the items listed under the coverage, we kindly request a complete refund of the policy.
Business Response
Date: 05/06/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:03/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed an extended warranty claim with AMEX Assurance March 20, 2024 for a lawn mower that had its engine break significantly. I filled out the online forms and was detailed in describing it was for a lawn mower wit mechanical issues. AMEX responded back requesting that I get a service estimate at an authorized repair center. I found an authorized repair center, paid for my lawn mower to be shipped to the repair center, drove the hoiur one way to talk to the service center and give them the paperwork requested by AMEX.Once the paperwork was submitted I got a message saying my claim was closed due to AMEX not covering mechanical equipment that is not a "fixture to a house or business."They should hae told me that from the beginning instead of wasting my time and money to get paperwork that they should have known was going to be denied immediately. There was no need to send me on a wild goose chase.If there care toake more time to review the timeline the claim number is **********
Business Response
Date: 04/08/2024
We responded to the customer via written correspondence today.
Customer Answer
Date: 04/13/2024
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:

The letter they sent does not address the problem. It states why they denied the claim, which I am not disputing. I am upset with the fact that they had me driving all over the place to complete their assessment paperwork and jumping through hoops when they should have known from the beginning my lawnmower was not cover. They wasted a lot of my time, gas, and money.

[Your Answer Here]

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

Sincerely,

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

Customer Answer
Date: 06/12/2024
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]

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

Sincerely,

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

Business Response
Date: 06/17/2024
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.
Initial Complaint
Date:03/28/2024
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.
they promised me a free night and it is not on the account
Business Response
Date: 04/12/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:03/28/2024
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.
Re ; Credit card No. *****. There was a charge for ***** from Aquasana - my water filter company - on Oct/5/23. I was on a 6 monthly Auto pay through them and was charged. I changed the model of the filter around the same time and so called Aquasana to update them about the change to which they agreed and refunded the amount to me. While all of this was ongoing - $***** was paid to Amex on Nov/28/23 and I received a credit for the same. Since then I received numerous messages through phone calls and emails that I owe them late fees and penalty amounting to $180 + as of yesterday. I spoke to ***** at Customer Support yesterday, she reviewed my case and credited the entire amount. Her question was - why did you not call earlier ? I told her that I thought I resolved the issue long time ago by making the payment and was very busy with my work. My credit score is always > 800 and my credit limit on this card is $32,000 which I rarely use.I have this card for > 20 yrs.I received emails that my credit score has dropped significantly to < 700 due to late and delinquent payment of all the interest and penalty on $*****.I think this is fraudulent on the part of Amex as an INSTITUTE to threaten an INDIVIDUAL. They should go into the history of individual case and not have an algorithm or set on AUTO to report to the credit agency. They should improve their business practices and stop this harassment. I pay all my bills 100% on time and never was late. This was more a dispute of my charges in Oct/Nov 23 and not a late or delinquent payment.I want AMEX to immediately report to the credit agency that my account was properly paid and not delinquent for 90 days and that they should correct my credit score immediately, failing which there will a complaint filed with consumer bureau shortly. Hoping to receive a corrected and updated credit report promptly.
Business Response
Date: 04/11/2024
We responded to the consumer via written correspondence today.

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American Express Company is NOT a BBB Accredited Business.