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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

    • 5,094 total complaints in the last 3 years.
    • 1,749 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/13/2024

      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.
      Date: 2/9/2024 $35 I had quite the long chat with Amex. I asked the same question six times and they would not answer me. They claimed that I did something wrong when submitting my bank account for payment. This payment was to pay off the full balance. The required payment was made and went through. This was a large payment over $1400 that was to come from a different bank account. They absolutely refuse to provide me proof that I did anything wrong in entering the bank account and they absolutely refuse to take off the $35 return fee. I have a very long credit history and my credit score is over 800. Never in my life have I had a credit card company be so absolutely unhelpful. It is $35! They are worth over $154 billion! I just can't believe they are behaving this way. I am actually taken aback. I have never seen such powerless customer service in my entire life. And then, they just quit answering me in the chat. But, then I did try chatting again. Still to no resolve. I just can't believe this is how they treat people.

      Business Response

      Date: 02/22/2024

      We responded to the consumer via written correspondence 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 find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/12/2024

      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.
      I got my new Amex Platinum card in late Dec. I forgot to set up auto-pay when I first got my card. I set it up in late Jan for statement balance and expected it to pay automatically when it was due.However, I got charged late fee $29 and interest payment $134.56 in early Feb. The agent told me that auto-pay takes effective in the next billing cycle. This kind of design/rule doesn't make sense at all. If I already set up auto-pay, when do I need to pay manually for the current cycle. This kind of rule seems to trick users to miss the payment. I have never run into this kind of issues with other banks like *****.I contacted the live agent and the first one helped me waive the late fee. The next agent submitted the request to waive the interest payment but got rejected. It was really disappointing to see things like this. I like Amex' product but this kind of rule was really confusing and caused so much inconvenience and loss to customers.Please waive my interest fee since this kind of late payment was not intentional at all and it was completely due to the confusing design of the auto-pay design/rule.

      Business Response

      Date: 02/22/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 03/11/2024

      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:02/12/2024

      Type:Customer Service 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 trying to link my Bonvoy account with my Bonvoy AMEX account and Amex keeps on telling me that ******** is rejecting the connection. AMEX is telling me to call Marriott and ******** is telling me to call AMEX, so I can get anywhere nor the issue fixed.

      Business Response

      Date: 02/26/2024

      We responded to the consumer via written correspondence today

      Customer Answer

      Date: 03/12/2024

      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:02/12/2024

      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 was issued an Amex gift card on 5/21/23, provided via email. Since this was not a physical card, I tried to use the balance at online vendors, such as Amazon, Target, etc., but it would not process. The card balance was $250 and I tried even small transactions since I was informed that some businesses require an excess available balance to use. On 9/21/23, I called Amex and informed them of the experience. They said the only thing they could do was issue me a check for the value of the card - $250. At that time, I believe they said it could take up to 8 weeks. By December, I hadnt heard anything so I called back and was told the case would be escalated. Nothing came of that. I called back again on 1/19 (spoke with *****), 1/26 (*******?), 1/31 (*****), 2/8 (Halal) and 2/12 (Lumin). Each time I am told that there is no update and I should call back within some timeframe, such as 24 hours, 2-3 days, one week, etc. At this point, it has been nearly 5 months and I am unable to use this card and the check they said they would issue hasnt been sent. Im looking to receive the $250 via check. The case number with Amex is ********. Happy to provide the card details separately if needed.

      Business Response

      Date: 02/22/2024

      American Express mailed their response to the consumer today.

    • Initial Complaint

      Date:02/12/2024

      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 bought four $50 prepaid AmEx gift cards on Dec. 24, 2023 from ******** I tried using all four cards online and also in person at NUMEROUS places and they will not work ANYWHERE. After calling customer service 18x, a guy told me that he would cancel the four cards and send me four new $50 AmEx prepaid gift cards. After waiting over a week, ONE new $50 AmEx gift card was mailed to me. Not four cards. ONLY ONE. And it will still NOT work ANYWHERE. I have called customer service 27 more times trying to find out where my other three $50 giftcards went and nobody can help me. They all say that they were refunded. No they were NOT refunded!!! And the one $50 giftcard they did send me will still NOT work ANYWHERE!!!! I got online to see if anybody else has had this problem and there are HUNDREDS of people online complaining of the same exact issue. Multiple people were ripped off gift cards when they were supposed to get new ones in the mail and when they only received one, it would still not work anywhere!!!! How is this legal??? My money has now been tied up for almost two months. **************** is a total joke. Some person from overseas who can barely speak English just repeats the same thing over & over then puts you on hold but nobody ever picks back up. How come there isn't a class action lawsuit against this company yet??? This is unbelievable!!! Every time you try using the card at a new merchant, they deduct 10 cents from your card. But then your card is declined after they take the 10 cents. I will NEVER buy AmEx gift cards again & I will tell everybody I know about the nightmare I have experienced.

      Business Response

      Date: 02/26/2024

      We responded to the consumer via written correspondence 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 I received a letter from American Express but they did not leave me an email address to respond to. There was only a generic physical address listed in the letter heading. I emailed the BBB on March 2, 2024 in hope of them getting me the email address needed to reply to American Express. I looked all over online for an email address that pertained to ****************, Customer Advocate ******************** Team, but could not find one anywhere. It would help a whole lot if we could email back and forth as opposed to writing letters. Thank you so much!!!

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

       

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 05/28/2024

      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 just received a letter from AM Ex last Friday and will be replying in a letter, as they have asked. 


       


       


       


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




      Sincerely,



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









       

      Business Response

      Date: 06/14/2024

      We recognize the consumer’s 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.

    • Initial Complaint

      Date:02/09/2024

      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 November 29, 2023, I was on line on a ***** Airlines website trying to purchase a one way ticket from *** to ***. An American Express ad for a ***** *** Miles AMEX credit card popped up and stated: Apply for the ***** ***miles AMEX card, and if I qualify, I will get $400 off the balance of the new card. I applied, qualified and was sent the card. My purchase to ***** Airlines was made because of the offer. The cost of the ticket was $628.29. When I received my first bill, I did not see the credit for the $400 I was entitled to. I then called AMEX and the agent told me it looks like they made this in error and an adjustment should be made. We both agreed that I will send them the difference of $228.29, which I did. One month later, I get another bill for the $400 in question and the interest charge of $9.62. I called AMEX again and I was told that I will not get the $400 bonus that was promised due to some disqualifying thing I did not fully understand. My contention is, why did they approve it in the first place and send me the *** Miles AMEX card? If not for the offer, I would not have purchased their ticket because of the price! My thought was that $400 bonus they offered, which comes with a yearly fee for the card was bogus, unfair and false advertising. If I did not qualify at the time of purchasing the ticket, it should have been declined! I am disputing this charge! I can be reached at ************. Thank You, ***********************

      Business Response

      Date: 02/23/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/09/2024

      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 not liable for this debt with AMERICAN EXPRESS , I do not have a. contract with AMERICAN EXPRESS , they did not provide me with the original contract as I requested this account was open fraudlently

      Business Response

      Date: 02/21/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:02/08/2024

      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 COMPLETED A STUDENT APPLICATION ON 01/17/2024, I NEVER RECEIVED A RESPONSE. I CALLED A FEW TIMES, AND EACH TIME I CALL, I GET A DIFFERENT RESPONSE. I AM SENDING THE LATEST DOCUMENT FRM AMERICAN EXPRESS, WHICH IT DOES NOT TAKE 3 MONTHS FOR AN ANSWER. I ALSO TOLD THEM THAT I WAS AN AFRICAN AMERICAN, HAT MADE IT WORSE

      Business Response

      Date: 02/23/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/07/2024

      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.
      RE: Conditional Acceptance Adverse Action Dear *******************************, CFO:I, Phap Le, a consumer and natural person, recently applied for the Blue Cash Preferred credit card with American Express and was subsequently denied credit. This adverse action directly contravenes the provisions set forth in the Equal Credit Opportunity Act, specifically outlined in 15 U.S. Code ****(a) and 15 U.S. Code ****c(b), and could potentially result in civil liabilities as per 15 U.S. Code ****k and 15 U.S. Code ****e.I bring to your attention the gravity of this situation, as outlined in 15 U.S. Code ****(a)(d), which imposes criminal liability for any discrimination against applicants. I firmly assert that I have been discriminated against, and I challenge American Express to provide any legal basis for denying credit to qualified applicants.As a consumer, I am well-versed in the rights and responsibilities associated with extending credit, defined within 15 USC 1602(f). It is imperative to note that denying my right to extend credit, as an original creditor myself, is a violation of federal law. I demand fair treatment and exercise my rights in good faith, yet I have faced unwarranted discrimination.Moreover, the use of my social security number (credit card) without any benefit to myself constitutes fraudulent activity and unauthorized use of credit card information. This denial of credit has inflicted both mental and financial harm upon **** urge American Express to rectify this matter promptly by reopening my accounts with the maximum limit where adverse action occurred. Failure to do so within 15 days will compel me to pursue legal action, holding American Express liable for all actual damages in accordance with 15 U.S. Code ****n and 15 U.S. Code ****o and 15 U.S. Code ****e - Civil liability for negligent noncompliance.Enclosed, please find an invoice detailing the violations incurred. Thank you for your attention to this matter.

      Business Response

      Date: 02/12/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:02/07/2024

      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 have been getting direct deposit of my social security and SSI over 10 years at the end of the month around 1 something pm in the afternoon and all of a sudden I do not receive ******* payment. I called social security they said it was sent as usual and we go over account # and I proceeded to call ****************************************************************** they keep telling they do not see anything coming through and when I speak to a supervisor he stated it was declined and didn't know why but put me on hold to find out but he hung up on me or the call dropped so I called again to speak with a supervisor but this one tells me he doesn't see anything and apologized for the other supervisor giving me wrong information. It is February 7 I still do not have my money and I cancelled further deposits with them. I will soon be evicted if I can't get my money to pay rent I owe an extra $150 for late fee and all three credit card bills late fees totalling over $120.. I have trusted this company and received no call back what so ever and they would not let me do an dispute. I need my money and serve *** to call me or research and find my money and put into my account asap or I will seek an attorney

      Business Response

      Date: 02/29/2024

      We responded to the consumer via written correspondence 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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