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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

    • 5,101 total complaints in the last 3 years.
    • 1,754 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:02/20/2024

      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.
      I ate at ************************** in *********** ******* on 10/30/2023. The dinner charges were $156.12, and I bought souvenirs for $36.18. These charges appear on my statement and are legitimate charges. The illegitimate charge is $3,619.00 on the same date. I also ate at ************* the same week and charged my meal on my ******** card. There was a fraudulent charge on that date also. I called ******** card customer service, and that charge was easily credited and settled. We called ************* to complain about the charges and the manager told us the former manager had been involved in the fraudulent charges for many customers that week, and that manager was fired and is being charged in ******* for fraud.

      Business Response

      Date: 02/22/2024

      The card account noted in this complaint is issued by US **************************  Their partnership with American Express allows them to process transactions on the American Express payment network. Although this credit card bears the American Express logo, US ************************* issues, manages, and is responsible for all aspects of the account.  Please forward this complaint to US ************************* for research and response.

    • Initial Complaint

      Date:02/16/2024

      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.
      This account does not belong to me. My information was stolen identity theft. I need this to be removed from my credit report.15 U.S. Code 1681c outlines requirements for the information that can be included in consumer reports. This section specifies the types of information that cannot be reported after certain time periods. For example, it states that bankruptcy cases over 10 years old, civil suits, civil judgments, and arrest records over seven years old, and paid tax liens and accounts placed for collection or charged to profit and loss over seven years old, should not be included in a consumer report. It also includes provisions for reporting medical debt related to veterans, requirements for disclosing certain types of information, and limitations on printing credit and debit card numbers on receipts. This law is part of the Fair Credit Reporting Act (FCRA), which sets the standards for the collection, dissemination, and use of consumer information, including consumer credit information??. Below is the **********************************************************************$1,488

      Business Response

      Date: 02/29/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 03/04/2024

      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 get a response from the creditor in 6 business days saying anything about the removal of ths accont off my credit report.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/14/2024

      We mailed our response to the consumer at the address provided within the complaint on 2/29/2024. We re-mailed the same response today,3/14/2024 via UPS tracking number ******************. We request that the consumer allow 3 7 business days for mailing time. Thank You

    • Initial Complaint

      Date:02/16/2024

      Type:Sales and Advertising 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 accidentally choose the wrong card to make a payment for my AMEX and was charge a late payment fee. I notice quickly and switch the payment and was charge again another late fee even though the payment went through. I spoke to a representative and manager regarding my concern and they stated they were unable to wave the fee even after advising them of my situation. I think its unfair to charge me twice for a late fee when I had corrected the payment and I was able to ****** and see they can make exception for customers. I think its was handle poorly in there part especially since this is the first time this has ever occurred in my account

      Business Response

      Date: 02/26/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/15/2024

      Type:Customer Service 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 am in the process of getting mortgage company, and they pointed out that I need to check my credit report. When I checked my credit report, I noticed there are bunch of accounts that I don't recognize. I never applied for them or I did not use them in my life. So I started to contact these companies and address my issues that I am a victim of identity theft. They asked me to submit written letter and my documents to prove that I am actually Bokyung *** who is submitting this report and I am not the one who applied for these accounts. I also filed police report because there was a case that someone broke into my car and stolen my wallet that had my information. I also filed FTC report and submitted to my credit bureaus. I was able to get rid of fraudulent accounts except for the one with American Express. When I called, they said they see my signature and my identification documents with application. I asked them to show me those documents, but they refused because they cannot verify me. I submitted physical letter with my situation and my information. However, they never replied me back or called me back. I disputed with my credit bureaus, but American Express challenged back and finished dispute as a "valid account opened by me." I swear to god that I never opened or used this card. Please help me to solve this issue with American Express.

      Business Response

      Date: 03/05/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:02/15/2024

      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 February 12, 2023 I bought and received the tickets for:Guide tour and priority entrance of the 3 tours: the ***************, **************, and *******************, and I paid with ny American Express credit card. When I received the voucher if the ticket, it didnt include Guided Tour or Priority access for St ****** asilica; eventhough the title and the the description the company selling the tours has ithem as Guided tour and priority entrance of the 3 tours (the ***************, **************, and *******************. But after I paid the voucher says the guidance and priority entrance is only for the first 2 tours *********** museum and ************** AND NOT for ************************).I've sent multiple emails to:************************ but they are not fixing the issue of the tickets.I contacted American Express and sent them all the proof of screen shots of the website and the Misleading Title and Description, the Response from American Express was that they will put the charge on hold and that I wont be responsible for the charge but they are leaving it open until April 23 2024 for a possible response from the Company Hello Tickets on this matter. I cant wait this long because I need to buy NEW tickets with anither company where they include the 3 Tours with guidance and Priority access and these tickets if I wait this ling for the final response the ***** ARE GOING TO BE SOLD OUT. I personally provided all the information requested by American Express and I need to have a final resolution immediately.

      Business Response

      Date: 02/28/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 03/18/2024

      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: 

      I am sending additional information for this Complaint.  I attached letter with more detail explanation and the screenshot of when buying the tkts. 


       


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




      Sincerely,



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







       

      Business Response

      Date: 04/16/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/15/2024

      Type:Order 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'm not liable for this debt with American Express. I do not have a contract with this American Express. They did not provide me with the original contract as requested.

      Business Response

      Date: 02/27/2024

      We mailed our response to the consumer today.

    • Initial Complaint

      Date:02/15/2024

      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.
      American Express in denying SCRA benefits to my spouse who is deployed and who was deployed active duty during the time of the annual fee which CHASE waived without any issues. This is the second deployment they have refused to waive the anuual fee even though he qualifies. American Express is not military friendly. I hope this complaints leads to a review of the correct information and SCRA approved, which again all of the CHASE credit cards approved immediately upon receiving military orders.

      Business Response

      Date: 03/05/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/14/2024

      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 sent us an invitation to apply for a credit card free of annual dues for one year. It could be canceled or start paying dues after the year. We got two cards in one account, one in the name of ********************* and one in my name, *******************. We chose to cancel the account and sent them a notice prior to the year ending. They canceled ****'s card and began billing the account. After contacting them to ascertain why they were billing ***** they told us they processed his too late. They continue to bill us. We've asked them to stop, but they continue.Is there anything you can do to get them to stop.

      Business Response

      Date: 03/04/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/14/2024

      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.
      In August of 2023 I unknowingly was involved in an online scam involving. 2 gift card companies backed by Incomm.com. For the ** gift card company I purchased nine gift cards totaling $4,500.00. For the ** gift card company, I purchased five gift cards totaling $2,400.00 Within 24 hours, I realized what was happening and contacted the ******** State and Local authorities, as well as both gift card companies. The Representative at ** explained I needed to wait for 30 days before I could file a complaint. I voiced my concern over that being to long to wait because the scammers would be gone and I would never see my money. The Representative for ** stated they would be in touch.. I voiced the very same concern over the time frame and getting my money back. Both companies claimed that night that due to my expedient reporting to not worry and that my money would be returned.Once the **** gift card company contacted me, I immediately provided them with all documentation and proof of purchase they required to refund my money. I still had to wait thirty days before I could file a report on the A E Gift Card but was not worried as I had been assured that do to how quickly I reported the problem, all of my money would be returned.Finally, ** did reach out to me, I immediately turned around and sent them everything they requested. Including, my ID, documentation and proof of purchase.More than 6 months later. I finally received an email from the * * gift card company In which they claim they would be refunding. the money on the cards. A week later I received 5 **. cards totaling $2,400.00 instead of my money. To make matters worse these cards cannot be used for cash.To date I still have not received one reply from the ** gift card company after I sent them every piece of information they requested. they have ignored my emails and phone calls asking for information. I have all documentation but it is to much to download here.

      Business Response

      Date: 03/06/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair 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.
      I am the homeowner of this address and I have never opened American Express business office at my address. I have contacted American express about this matter and they said since they have not opened this business office, they are not able to help me out. My main concern to BBB is someone opened this American express office by error or to do fraud scan not sure. I am getting many mails via **************** etc about customers are sending payments to my location and seems they are missing their payments to American Express. So I really need BBB to find out who did this error and I want to stop showing my home address as American Express business office asap. Again, this is my house residential area and not at all related to American Express business.

      Customer Answer

      Date: 03/10/2024

      At this time, I have been contacted directly by American Express Company regarding complaint ID ********, however my complaint has NOT been resolved yet since I can still see my address as American Express online 

      [Your Answer Here]

       

       

       

       

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

      Sincerely,

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

      Business Response

      Date: 04/15/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 04/25/2024

      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,

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



       

    American Express Company is NOT a BBB Accredited Business.

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