Credit Cards and Plans
American Express CompanyThis 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
- 5,090 total complaints in the last 3 years.
- 1,754 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:02/28/2024
Type:Customer Service IssuesStatus:UnresolvedMore 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 BBB, I want to file a complaint against American Express Serve. The reason for the complaint, because I believe this financial institution is not helpful with solving my problem. An incident that occurred on 2/12/2024. It is about two unauthorized transactions of $60.00 and $0.75. The $60 is an ATM withdrawal fee and $0.75 is an atm withdrawal declined fee. On 2/12/2024, I made a reload at Rite Aid on ************** in Queens (in front of the cashier with receipt received. The same amount on receipt and statement). Then made a purchase at popeyes in front of cashier with same amount on receipt and statement. Burger King though the Mobile App with same amount charged on my receipt and statement. Then I went home to Flushing, Queens. Hours later I received an unauthorized notification about withdrawal was made of $60.00. I contacted American Express Serve immediately. When I spoke to customer service about this situation. They told me it was done at Sunnyside, Queens. I told them that I was home the whole time, when it occurred. I only made two purchases and 1 reload. Also, I told them why I would reload and then withdraw the same day it doesn't make any sense. The ATMs where I live charge $3.00 or $3.50 for a withdrawal fee. There are no $0.75 withdrawal fee where I live. Also, the demographic for this area is overpopulated with an ethnicity, my ethnicity for this area is less than 1%. I told them I can get a police report. They told me I didn't have to get one. To prove that I am not lying. However, they gave me Declaration of Fraud (Oath) forms. I filled them out with a statement and copy of Rite Aid receipt. Scan uploaded and sent on 2/15/2024. As of 2/22/2024, I have not received provisional credit or heard any updates from them yet. I did call them on 2/20/2024-2/21/2024, they told me they were still working on it. I have been with American Express, 10+ years. This never happen to me before. I just want my moneyback, it should not happen in the first place.Business Response
Date: 03/11/2024
American Express mailed our response to the consumer today.Customer Answer
Date: 03/13/2024
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:[Your Answer Here]
I still have not received a appropriate action from AMEX . However, I am still getting a police report and take further action.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
Date:02/28/2024
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 was scammed by a seller online pretending to be a car seller and they scammed me for a1000.00 and from two gift cards from American express each ****** and American express is not communicating with me about whether they are investigating the issue and the money is in a prereauthorization hold by a company called payoneer they are just waiting to see if the company will take the money and them email me after 45 days about what they will do.. this is not legit behavior of a company if someone had proof they were scammed them they should take immediate action..Business Response
Date: 03/12/2024
We responded to the consumer via written correspondence today.Customer Answer
Date: 03/15/2024
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 Herei have not received a written response from the company for a full refund]
*************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************************
Business Response
Date: 07/29/2024
We responded to the consumer via written correspondence today.Customer Answer
Date: 08/10/2024
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 did not not give the merchant permission to use my funds from my card nor did I give permission to any individual to use my funds for their personal account with the merchant nor do I have an account with this merchant. I will file a leisurely if ********** is not ruined because I called in enough time for them to stop payment like the customer *** told me he would and he also started verbally that he did and that to is record on a live recording saying so..I will subpoena those voice record to take this case to h*** and back now try me
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************************
Initial Complaint
Date:02/28/2024
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.
Amex is either misinterpreting the terms of an authorized user offer, or misleading customers to open cards (for authorized users) with links to offers they are no longer eligible. I own an Amex Blue Cash Preferred card. I had 2 authorized user on this card. Late last year, I added another authorized user to my account, following a link offering $25 credit after the authorized user spends $500. Today, I checked with Amex's online chat agent to track the offer progress, only to be told that the offer is applicable to the very first authorized user I added ever. And that credit was applied back in August last year.Now, if that is the case, why did I get the invitation from Amex to add a new authorized user? Attached screenshots illustrate that, as of today, promotional links still actively encourage me to add new authorized users with the incentive of a $25 credit, suggesting ongoing eligibility. And the language on the front page says: "You can ***still*** earn $25 cash back after you add a Card Member to your Blue Cash Preferred Card account and they spend $500 in purchases on the Card in the first six months. Terms apply."And the offer terms says: "Add one or more **new** additional card member...and you can earn 25 dollars for the first Additional Card Member that spends $500...". Is this referring to the first *new* authorized user I added last time, or the **first ever** authorized user I added? There appears to be a discrepancy between the promotional offers presented to me for adding authorized users to my account and the information provided by your customer service representatives.Given these inconsistencies, I request a clear explanation of the offer's terms and appropriate rectification to reflect the promotional offers made. It seems unreasonable to expect consumers to infer restrictions that are not explicitly stated.Business Response
Date: 03/11/2024
We responded to the consumer via written correspondence today.Initial Complaint
Date:02/26/2024
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.
I have a reloadable debit card with American Express.. The date expired on it 11/23. I cannot get them to refund my money that I have on the card because they won't send a new card to me because the address I give them is a PO Box. When I got the card 3 years ago it came to my PO Box now they say they don't send to a PO Box. The Postmaster where I live is very picky we live in a rural area have no mail boxes have to use PO Boxes.. But if I have my actual address on something it has to have # ****************************************************************************. I still have ***** on this card but can't get my money back or a new card. Really need to get this resolved.. So far all they told me was to send an email to ******************************** with my address issue so far nothing yet..Business Response
Date: 03/11/2024
American Express mailed their response to the consumer today.Initial Complaint
Date:02/26/2024
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.
American Express Charged me $500.00 for 0 purchase for a credit card that I haven't used yet.Business Response
Date: 02/29/2024
American Express mailed our response to the consumer today.Initial Complaint
Date:02/23/2024
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.
02/03/2022 I received a free trial offer from American Express credit card for Daily Burn I was looking for specific workouts which I didn't find on the app. I called amex to cancel and they told me it's a free trial offer and they will notify me when it ends and I should continue to try!! This never happened!! I feel that I got duped by American Express into something i don't need!! I am out $149.95 charged on 02/03/23 without notification and autherazation and I didn't give them permission to give out my credit card information!! I feel that they are conspiring to cheat the people who don't realize after a whole year what Daily burn charge is!! And they mislead many people still to this current day!!Business Response
Date: 03/12/2024
e responded to the consumer via written correspondence today.Customer Answer
Date: 03/19/2024
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 free trial cost me ***** on February 3 2022! That needs to be adjusted!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Business Response
Date: 07/17/2024
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 at this time.Customer Answer
Date: 07/29/2024
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:[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Initial Complaint
Date:02/23/2024
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.
On numerous occasions, I have filed a dispute for a charge from a merchant that caused damage to my vehicle. I have provided proof of damages and yet **** has dismissed my evidence and has sided with the merchant who just speaks about the cost of the original repair and not the excessive transmission damages they caused to my 1971 Oldsmobile Cutlass.Business Response
Date: 03/06/2024
We responded to the consumer via written correspondence today.Initial Complaint
Date:02/22/2024
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.
Hi, I spoke to 30 different agents regarding a wrong rebill on my account of $273.84 and no one helped out or corrected it with 10 different opened dispute cases. I DO NOT HAVE ANYTHING REBILL FOR $273.84 FROM THE MERCHANT. Please remove the excess charge on my account. Thank you.Business Response
Date: 03/06/2024
We responded to the consumer via written correspondence today.Customer Answer
Date: 03/22/2024
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]
Did not receive any responses back.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********
Business Response
Date: 03/28/2024
We mailed our response to the consumer at the address provided within the complaint on March 6th, 2024. We re-mailed the same response on March 28th, 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.Initial Complaint
Date:02/21/2024
Type:Customer Service 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 debt American Express. I do not have a contract with the American Express, they did not provide me with the original contract as I requested.Business Response
Date: 02/29/2024
American Express mailed their response to the consumer today.Initial Complaint
Date:02/21/2024
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 have been a loyal American express card holder for over fifty years in one format or another. As a card holder starting out in the business world holder and as a business owner and president of a legal recruiting company. In fact, over the course of my career I have placed lawyers at American express. I was a gold card holder for many years but as my needs changed I became a green card holder. Most recently, I paid for a cruise on the Oceania line on November 16th2023 in the amount of $7564.35. Prior to making the payment I called Amex because I was concerned about travel interruption insurance and the agent assured me that it was in place. I also believe these calls are recorded so there should be proof the event exists. To make a long story short I contacted covid and had to cancel my trip. Believing I was covered, I got the appropriate documentation from my physician to forward to Amex. To my utter surprise I was informed I wasn't covered. As a business person I have survived by being very cautious about details, and given all the possibilities in the current world environment I never would have left myself exposed.Business Response
Date: 03/05/2024
We responded to the consumer via written correspondence today.Customer Answer
Date: 03/20/2024
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 American express company never anwered directly to me my complain after i had written to all the senior officers of the compny. ( had sent to the BBB all the correspondence that was ignored. After I had been a customer in one form or another for over 40 years I thjnk i deserved more consideration. Instead i was ignored ( have since canceled my card). It's very simple one otheri representative whether knowingly or not lied to me about travel interuption insurance before I purchased a vacarion using the card.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 03/21/2024
We mailed our response to the consumer on March 5, 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.
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