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

5,094 total complaints in the last 3 years.
1,761 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:03/13/2024
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.
Hi, I called to American Express at 5am on January 31,2024 to do the stop payment on pending transaction. I received the text message on my phone that transaction had been made for $339.90. It was showing as pending . So I called right away to decline the transaction or either stop payment on it. I told them I was on their website on January 30th around 8pm to check the my gift card balance to see how much I have left the money to use on the gift card. My gift card number got stolen from your website. Someone stole my gift card information. They told I would get my full amount back because it was showing as pending. They told me that they have to dispute my gift card and they will send me the new one with full refund back. I gave them my name , address, email address and my phoneNumber. I was keep calling them to see what happened, but they were telling me that investigators are looking into it. After couple weeks lasted I received the email saying they declined my claim and I would not get any money back. I would get left over money which was only 6.07. I reply them back with the question that I reported early in morning soon as I received the text message for the stop payment on that transaction and you guys told me I would get my money back. They replied me back saying that I gave my gift card number to somebody to use card. They blamed on me. After I replied them asking for the proof where they find they I gave the gift card to someone else they never replied me back. I email them 3 times to fight for my gift card . But no reply from them. I called them about 10 times to talk to manager. They put me on hold for hour, but manager never came on phone to talk to me. I was keep calling them twice a day to see manager can talk me . But I got no luck to talk manager there. Finally I gave up. That was $500 gift card my husband got it from his work for the hard working. I have all the emails from America express and I took some screenshots on my phone too. After I talked to them they approved the pending transaction next day.
Customer Answer
Date: 04/06/2024
At this time, I have been contacted directly by American Express Company regarding complaint ID ********, however my complaint has NOT been resolved because:
AMEX Called me three weeks ago.but did not resolved the issues.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 05/03/2024
we mailed our response to the consumer 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]
I havent heard anything back from AMEX why they denied my claim.
Thank you .

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

Sincerely,

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

Business Response
Date: 05/29/2024
We mailed our response to the consumer at the address provided within the complaint on 5/3/2024. We re-mailed the same response on 5/29/2024,UPS ******************
We request that the consumer allow 7 10 business days for mailing time. Thank You
Initial Complaint
Date:03/12/2024
Type:Customer Service 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 just signed up for this card and I already regret it. I keep getting emails from bluebird telling me my address is invalid and that my account will be closed. When I call I get some Indian person who tells me that its fine just ignore it it wont be closed and I dont actually get any help! Someone with half a brain needs to email me about my account.
Customer Answer
Date: 04/14/2024
Better Business Bureau:

At this time, I have not been contacted by American Express Company regarding complaint ID ********.
My email address is on file! If they can email me about my address being wrong they can email me about this complaint.
I still have NO resolution to this complaint!!
Sincerely,

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

Business Response
Date: 05/03/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:03/11/2024
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 have been a loyal American Express Credit Card customer for over 14 years and the problem i am having is that in 14 years American Express refuses to give me a credit line increase i have had the same ***** credit line for years and all this time they still want give me a credit line increase i applied today to increase my credit line to ****** and again they turned my request down i feel that i am being singled out for no reason. i have A one credit and 7 years of excellent on time payment history They pulled my experian credit report its should show my payment history. ***** is the lowest credit i have ever had all of my other credit cards have ***** and higher. this is like a slap in the face refusing to give me a larger credit limit. even after being a member for 14 years. i was buying a car so banks were pulling my credit trying to fine me a lender that why is why there are new request for credit inquirys.
Business Response
Date: 03/28/2024
American Express mailed our response to the consumer today
Customer Answer
Date: 04/02/2024
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:

[Your Answer Here]

i do not accept this they still have not increase my credit limit and of today and still have not called me and haven't sent me anything in the mail

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

Sincerely,

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

Business Response
Date: 04/03/2024
We mailed our response to the consumer on March 28th, 2024. We respectfully request that the consumer allow 710 business days for mailing time.
Initial Complaint
Date:03/11/2024
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.
This dispute concerns a chargeback that was closed by the dispute department under the excuse of "Closed-Incomplete Case." However, American Express never sent me a letter of this or anything of this relation. I explain everything to the agent, how is the case incomplete. I attempted good faith with the merchant, but the merchant refused to give me a refund. However, American Express never told me they closed the dispute or sent me a letter. I want AMEX to refund me this and any interest and payments associated with the account.
Business Response
Date: 03/20/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 03/26/2024
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 need someone to call me from corporate dispute department. Apparently there is a huge misunderstanding. I attempted to return this at a different location.

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

Sincerely,

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

Business Response
Date: 04/22/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:03/11/2024
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.
To American Express Bank. I *** ***************** do state I opened a savings account in November December 2023. I am still awaiting a call back from a supervisor from American Express ************ since March 4, 5 2024.Today is March 9, 2024. I also was promised a call back from a supervisor in February 2024. American express customer service has been very rude and disgusting when I as a customer ask for this simple request for a manager or supervisor. This has lead to this letter to this company also I am a retired military veteran. The number I have called since February 2024 is **************. As I explained on my conversations my request involves a security concern. Each telephone call I was instructed that a supervisor will call back within 24,to 48 hours. This has been a complete lie. No one not even customer service representative has called us back. This has led to me now realizing this company does not care about its customers. For that reason alone I may ask for a refund and official statement from this company policy on security policy rules etc. No one seems to have a response or care for almost 2 months. Thank You Signed ***************************. **************.
Business Response
Date: 04/02/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:03/06/2024
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've been trying to get assistance from American Express to cancel one credit card and open another, and set up a checking account. I submitted appropriate applications in Dec 2023, when I was motivated by a special promo Amex offered at that time. When I saw the bank account was open but the card was in some kind of limbo, I followed up and learned that they needed more info to process the card application. A *** was supposed to call me within 48 hrs. Nada. Since then, I have called Amex 3 times, wasting hours and getting nowhere. Often, the *** does not understand the situation and transfers me to someone else. On my second try, I was told a supervisor would call back. Nothing. On another try, the agent needed "2-3 minutes" to review my file, which became 20 minutes, at which point I gave up. Nearly 3 months of effort and I STILL have not been given the courtesy of a call or any resolution. And, that promo that prompted me in the first place--it ends in a few days. Is Amex really stalling to avoid the promo? That seems unlikely, but otherwise, why?! This is not complicated. Since I'm out of the country (noted in my file), I can only take calls from ** in the morning (I'm 6 hrs ahead of ET). Also, phoning Amex is costly. (Chats are very slow and have gone nowhere.) I would not mind IF I were actually working with someone who can and is willing to focus on resolving the "hiccups." However, the majority of time has been on long holds, transfers from one department to another, and never getting a resolution. I am tired of wasting time and money on their ineptitude--if that's what it is. I am utterly shocked at the poor customer care from a ********************** that I used to laud as the best customer care. So, although I was just hoping for a simple phone call at first--and I would have "liked" to pay them for a new card and put money in my new checking acct--now, I'm disgusted. Now, I'd like to cut ties with Amex forever. I hope the BBB can assist.
Business Response
Date: 03/29/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 04/11/2024
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]
I asked for Amex to call me on my cell phone number. I asked for immediate attentiongiven the months that went by when they ignored my calls and did not phone back or contact me as they themselves promised to do-- that would have given me an opportunity to easily, conveniently discuss the LENGTHY issues that the company created by offering a promo they did not honor.
I have asked for a call from someone in the customer service area who is not sending form letters or reading a script, but has received my escalated complaint. A form letter by mail or via email is not helpful.

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

Sincerely,

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

Business Response
Date: 05/30/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:03/06/2024
Type:Order 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 have been an AMEX Platinum Card holder for over five years. The card no longer provides the value that was originally offered for the $600.00 yearly fee. In fact, the company promises benefits that do not exist. Most recently, I was at the ************** and was denied access to the Centurion Lounge for over 1.5 hours. This is listed as one of the benefits of the card. When I called the company to complain and seek relief, they offered a program that would repay some of my yearly fee IF I agreed to spend $4000.00 in two months on the card. That makes no sense as I do not spend that type of money on a credit card. I requested to cancel the card, but they responded that I would lose my $600.00 yearly fee which I paid in January. I do not think this is legal. If I cancel the card, I should receive my fee back on a pro-rated basis. This card does not deliver what is promised and will not reimburse for lack of services or benefits.
Business Response
Date: 03/18/2024
We responded to the customer via written correspondence today.
Customer Answer
Date: 03/26/2024
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:

They are illegally not allowing me a refund on the unused portion of the yearly fee. They are NOT providing the services that the card originally promised. This is breach of contract. I am reviewing other legal options. The simple and best solution is for them to cancel the card and refund my yearly fee. They are not providing lounges as promised and have cancelled most other features of the card over the past two years. A simple internet search will confirm this.
I have asked for other options, such as transferring to another card. That seems reasonable. The answer was no.

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

Sincerely,

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

Business Response
Date: 09/03/2024
We mailed our response to the consumer at the address provided within the complaint on 4/10/2024. We re-mailed the same response today, 9/3/2024 VIA *** ******************* We request that the consumer allow 7 10 business days for mailing time. Thank You
Customer Answer
Date: 09/12/2024
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
This is unacceptable. Amex has not delivered on services promised. Any other credit card company would pro rate a refund of yearly fee and cancel the card if requested. The fact that Amex will not do this shows what a mess this company currently is and the widespread dissatisfaction with Amex Platinum card.

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

Sincerely,

*********************
Initial Complaint
Date:03/05/2024
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 asked for a refund from Amazon because my package was never delivered. They informed me to call my bank. I sent in all necessary documents but everyone is giving me the run around
Business Response
Date: 03/14/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:03/04/2024
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.
We booked our family vacation airline flights through AMEX travel. We picked our seats for all 4 flights. This was important because we are flying with our kids. My husband just checked the reservation because we leave this week and there were no seat assignments. We called amex and the lady told us that because we picked row 26 it is considered premium. Amex does not inform you of this when booking. So when we completed the booking they did not save the seats assignments. No notification whatsoever! She stated that it is a glitch in the system and there is nothing she can do. So now we have to pay 300 extra dollars to secure seats due to there being no free seats left and we are scattered all over the place. This is unacceptable for so many reasons. They should notify you right away so you can at least go pick seats through the airline. It is ROBBERY. This is the last time we will ever book on amex travel and are moving our business to ************
Business Response
Date: 03/21/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:02/29/2024
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.
American Express Failed to honor, process and credit on my account #**************** and has caused loss, injury and harm. An offer of performance was tenured, in good faith, in full satisfaction, of their claim with intent of extinguishing any alledge debt, duty, obligation or liability. It is their duty to honor my instrument(s). They are making False Statements about me to credit bureaus and denying me access to my credit. I ask to have my instrument(s) Honored and access to my credit restored to me and the Removal of False Statements
Business Response
Date: 03/07/2024
We responded to the consumer via written correspondence today.

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American Express Company is NOT a BBB Accredited Business.