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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

    • 5,104 total complaints in the last 3 years.
    • 1,768 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/28/2024

      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.
      Disputed goods and services with my American Express card for photo's I was not satisfied with. The merchant corrected my purchase following the dispute. I wish to have the dispute in my favor reversed back to the merchant. Thank you.

      Business Response

      Date: 04/04/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:03/27/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/17/24 I called AMEX to report my gift card did not work. After looking it up they agreed it was compromised and they would send me a new card for $250 within 10 days. On 3/14/24 I called again. They confirmed my address and advised I would receive a new card within 10 days. On 3/18/24 they advised that a replacement card was sent and I should receive it by 3/21/24. No card was received. On 3/26/24 I called and they wanted me to send my address by email and I stated this is all a stall tactic and they had no intention of sending a new card. Still no card received.

      Business Response

      Date: 04/29/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:03/26/2024

      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 sent Amex a certified letter (attached) requesting arbitration per their terms but they have not responded

      Business Response

      Date: 04/08/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:03/26/2024

      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.
      My car was stolen and I have a police report to prove my car was stolen the day it was stolen. Later, I have a charge on my American express account from att for $405.86. I called American express and even spoke to a supervisor and was told the credit of the $405.86 will not be reinstated instantly. I even asked to send them a copy of the police report and they said it's not necessary. They said the credit should be applied back to my account within 48 hours. I shouldn't have to wait for my credit to be reapplied for obvious fraud. I ended up opening a fraud investigation with American Express and they said once the investigation is open, it normally takes ***** hours for my credit to be reapplied from the fraud. I don't believe this is fair or necessary for me to have to wait to receive my credit.

      Business Response

      Date: 04/03/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:03/25/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Mar 23rd, I received a special welcome offer to open a Amex Gold card, the offer was 90K points after spending $6000 in the first 6 months + receive 20% back in statement credits on restaurant purchase worldwide during the first 3 months of card membership, up to $50 back if your friend applies by 5/22/2024 and gets the card (see the snapshot I took at the time of application)However, after I opened the card, the agent told me that I would only receive the 90K points offer but not the 20% cash back offer on restaurant, which was not what was advertised in their offer.I request Amex to add back the restaurant cash back offer to my new card.

      Business Response

      Date: 04/12/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:03/25/2024

      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 has sided with a vendor that preys on free trial expirations during a fraud dispute. The company is called Silverlight Research (based in ******) and it preys on customers who try their product. When you sign up for a free trial they don't give any information about how much they charge after the trial expires. They ask for $10 as an administrative fee in order to get access to your credit card. At expiration, they charged $26,704 on our credit card without any notice, for one year of their service. They had not shared their pricing on their Terms and Conditions or at any time. The credit card company (American Express) did not want to void the charge and stood behind the vendor. The vendor did not want to negotiate. Fraud case: *********

      Business Response

      Date: 04/08/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 04/18/2024

      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 written correspondence received from American Express reinstated the fact that they had sided with the business that is preying on free trial expirations to charge exorbitant amounts of money from customers. The written correspondence did not solve the matter because it did not provide reimbursement for the money illegally taken from my account.

      Sincerely,

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




       

    • Initial Complaint

      Date:03/22/2024

      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.
      Dear **********************:I attached copies of proof of payment from Chase ***** a Bank statement from Chase ***** and your letter dated Feb 08, 2024.The reason for not being able to find or not locate the fund of $800.00 is that no one looked at where the payment was sent to the account of ****** instead of *************** on the proof of payment from Chase ******* complaint was the $800 I paid electronically to my personal loan with American Express for account number ************************************* look at the account of ****** on proof of payment from *****, and you can complete the complaint.

      Business Response

      Date: 04/08/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 04/16/2024

      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:

      noone was looking at the account number where it went to; therefore, please recheck and help me.

      On 4/24/2023, Chase **** sent the payment to account ****** with the trace number *************** and the transaction number *********** for $800.00. As I attached a copy from the Chase **** with information.

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 05/08/2024

      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 was asking the company research under the account number ****** (****** name ******* sent from ***** bank on 4/24/2023 with transaction ID *********** and trace number 021000028601815.

      Instead of searching with the above information for account number ******, ********************************************* searched for account number *****. I am not sure if the investigator from Amercan Express can read or able to see the difference between the account number of ****** and *****. The investigator from American Express sent a letter to me and asking me to work with the ***** **** for the issue. WHAT A JOKE FROM AMERICAN EXPRESS.

      *******************.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/25/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:03/22/2024

      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.
      On 12/4/23, I sent a payment to US Bank credit card service for ****** and on 12/25/23, I sent another pymt for ***** to the same. Neither payment has shown up at US Bank. I had to make an electronic transfer from my bank account to cover the overdue amount. I called Bluebird AMEX several times and was told to wait at least 40 days. (Feb 19th was one time I called because I wrote it on the calendar.) They have a 7 day guarantee. I have written to the company twice. I have called at least 4-6 times. I have emailed several times. I filed their formal dispute. They say it shows 'delivered' and deny anything is wrong. The money has not been delivered. I called US Bank credit card and asked them to check the records. They show nothing was received. (Note: ************ is my mother's phone. She lives with me. For reference, my cell ph # is************ but it is not working right now. Just another problem to deal with.)

      Customer Answer

      Date: 03/22/2024

      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:03/21/2024

      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 pay 700$ annual fee for the Amex platinum card. I tried using the return protection within the policys terms. A merchant would not take back a new item I ordered online that was too small. I called Amex multiple times, and spoke with employees who said my claim made sounds correct and I should be issued a refund. After filing out the paperwork and sending in document I was denied for not returning within policy, even though I sent proof I was returning within policy prior. AmEx is falsely advertising return protection that they are clearly not providing.

      Business Response

      Date: 04/08/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:03/20/2024

      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 using a new system for me I say for me because it was not used until recently. American Express started using a Standard balance and a total balance. I called just to make sure that the total balance is what you owe totally cause that it what any other company relies on. And ******* says yes that is the case total balance is what you owe. I have had total balance and standard balance recently and when I paid the total balance American Express would move the standard balance to total balance. This is really why I called American Express and I still did not get a straight answer cause now American Express is doing it again with the standard and the total. I refuse to pay this balance again cause I have did it twice in the past.

      Business Response

      Date: 04/09/2024

      American Express mailed our response to the consumer 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.

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