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

5,093 total complaints in the last 3 years.
1,748 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:10/22/2024
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 sent a Payment of $3800 to American express on 10/11 On 10/20 they charged my account for late fee stating I had not paid my bill. I contacted the company on 10/21 stating I had mailed them a check on 10/11 I provided the check umber and amount. They stated they 'Do not have that check" I then made an electronic payment to them on 10/22 for the same amount as the check that was sent. I informed them that the check that I had mailed back on 10/11 will be stopped. I had to pay a stop fee at my bank. On the same day I sent the electronic payment , American express is attempting to cash the check that they stated "they never received" They are either telling employees to hold checks so they can fraudulently charge customers late fees and interest. OR they are stealing information. They then also sent a text stating that my account is due to be paid when in fact I have a credit.
Business Response
Date: 11/06/2024
We mailed our response to the complainant today.
Initial Complaint
Date:10/21/2024
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.
According to the Fair Credit Reporting Act (FCRA), specifically 15 USC 1681a(2)(a)(i), it is prohibited to report income information that is not provided by the consumer or verified by the consumer's employer. This information was neither provided nor verified by my employer, and no 1099 was issued by the company. It is illegal to report income in this manner.
Business Response
Date: 10/30/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:10/21/2024
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 no longer reside in the **** and requested to cancel my credit card. I have attempted to reach American Express to cancel, but the company avoided processing my request requesting card information, phone number (which is not active here), etc. While my request to cancel was delayed because of American Express, and despite my requests for immediate callback to my international phone number and/or email, I never received a correspondence. Then, now, the company is indicating that it will not refund the $695 renewal membership fee (charged on September 11, 2024) because I needed to cancel within 30 days of annual membership charge date. This is a clear fraudulent delay tactic and unfair charge - I have clearly not used the card in the past six months already, and cannot use the card anymore here. I request that the company's representative reach out to me via email to proceed with my credit card cancellation and refund the non-used $695 renewal membership fee.
Business Response
Date: 11/05/2024
If an Annual Membership fee applies, we will refund this fee if the Card Member notifies us that they are voluntarily closing their Account within 30 days of the closing date of the billing statement on which that fee appears. For cancellations after this 30 day period, the Annual Membership fee is non-refundable. The Card Member may view a copy of their Cardmember Agreement anytime at ***************************************************************************************************************. We request that the Card Member provide their international address so that we may mail our response to their complaint. Please be advised that we are unable to respond by any other means for privacy reasons, your understanding is appreciated. Thank You.
Customer Answer
Date: 11/05/2024
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 made the outreach to make the cancellation within the 30 days of charging - the business avoided my outreach and made it impossible for international-residing consumer to be in contact with the team. I have requested that the company call back, but they did not call me at my number to make the cancellation.
The claim is NOT about me requesting you to refund my credit card fee as a courtesy; I HAVE reached out within 30 days and have let my intention to cancel the credit card. Your team asked for my *** number and I did not have the credit card with me. I have not used the card in over a year and so I don't carry it around. Your team said the only way I can cancel is if I request another card as a replacement. Your team also blocked my account preventing me from transferring my mileage points to my airline and said that if I cancel at the moment I will lose all of my points. This intentional delay tactic prevented me from making the cancellation. What is the justification for not allowing a person to cancel without physical credit card? So anyone who has temporarily lost the credit card will be prevented from making cancellation, and then, now that I have the physical credit card and finally able to cancel, you are saying that I am past the deadline?
I have not used the credit card since January 2024, so American Express has already taken plenty advantage of my last year's annual membership fee. I reached out about cancelling my credit card last year, and your team persuaded that I wait until the term is due. It is ridiculous and abhorrent that the company refuses to collect this year's credit card fee fully knowing that I will no longer need the credit card and have clearly indicated my intention to cancel.
Please let it be on the record that (1) The company has intentionally made it difficult for consumers to reach their cancellation team and have made it virtually impossible for anyone residing outside of ***************** to cancel the credit card, (2) all of American Express benefits are only receivable if you reside in *****************, and yet you are forcing an international immigrant to pay $700 of membership fee fully knowing that he or she will not be using the credit card at all, primarily due to having lost the physical credit card upon making the request to cancel and your team being unreachable/refusing to follow up with me by phone call.
American Express is essentially running a subscription scam to its customers by intentionally avoiding cancellation requests, requiring information that the customer does not have, refusing to respond, and then refusing to refund the fee once the cancellation deadline has passed. American Express offered no other way of identity verification when I did not have my physical credit card.

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

Sincerely,

*** ***** ***

Business Response
Date: 11/11/2024
The
consumers additional correspondence contains no new information to which
American Express can respond at this time. The consumer may follow the
instructions in our correspondence to address this matter further. We are requesting for the consumers address as we are not able to verify the address on our end.
Customer Answer
Date: 11/11/2024
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]
There is plenty of new information added in the complaint I sent and the company is simply ignoring all of the new information being provided. Essentially, I am stating that I made the outreach to cancel the credit card within the deadline, was unable to do so because of the security requirements which made it impossible for a cardholder who had lost a physical card to cancel the membership. My email address is ********************* The address of my law firm is:

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

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

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

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

I made the outreach to make the cancellation within the 30 days of charging - the business avoided my outreach and made it impossible for international-residing consumer to be in contact with the team. I have requested that the company call back, but they did not call me at my number to make the cancellation.

The claim is NOT about me requesting you to refund my credit card fee as a courtesy; I HAVE reached out within 30 days and have let my intention to cancel the credit card. Your team asked for my *** number and I did not have the credit card with me. I have not used the card in over a year and so I don't carry it around. Your team said the only way I can cancel is if I request another card as a replacement. Your team also blocked my account preventing me from transferring my mileage points to my airline and said that if I cancel at the moment I will lose all of my points. This intentional delay tactic prevented me from making the cancellation. What is the justification for not allowing a person to cancel without physical credit card? So anyone who has temporarily lost the credit card will be prevented from making cancellation, and then, now that I have the physical credit card and finally able to cancel, you are saying that I am past the deadline?

I have not used the credit card since January 2024, so American Express has already taken plenty advantage of my last year's annual membership fee. I reached out about cancelling my credit card last year, and your team persuaded that I wait until the term is due. It is ridiculous and abhorrent that the company refuses to collect this year's credit card fee fully knowing that I will no longer need the credit card and have clearly indicated my intention to cancel.
Please let it be on the record that (1) The company has intentionally made it difficult for consumers to reach their cancellation team and have made it virtually impossible for anyone residing outside of ***************** to cancel the credit card, (2) all of American Express benefits are only receivable if you reside in *****************, and yet you are forcing an international immigrant to pay $700 of membership fee fully knowing that he or she will not be using the credit card at all, primarily due to having lost the physical credit card upon making the request to cancel and your team being unreachable/refusing to follow up with me by phone call.
American Express is essentially running a subscription scam to its customers by intentionally avoiding cancellation requests, requiring information that the customer does not have, refusing to respond, and then refusing to refund the fee once the cancellation deadline has passed. American Express offered no other way of identity verification when I did not have my physical credit card.

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

Sincerely,

*** ***** ***
Initial Complaint
Date:10/18/2024
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.
Ive been a customer with ********************************************* for years, and today I closed my account. I attempted a transaction from my card, and American Express thought the transaction was to someone im associated with and immediately reduced my limit to almost nothing. This is unbelievably unfair and came without any warning. I tried explaining to the representative that the company I tried purchasing from, while some connection could be made, was a completely different company from mine.
Business Response
Date: 10/23/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/16/2024
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.
On August 8, 2024, I filed a complaint through the BBB website under case number ********. As of October 16, 2024, I have not received any form of communication from the business in questionbe it via email, phone, or mailleaving my initial complaint unresolved. I urge the business to reach out to me promptly through email or phone to address the concerns raised in my original complaint. Should there be no contact within ten business days from the date of this follow-up complaint, I, as an investigative journalist, intend to issue a press release to alert U.S. consumers.
Business Response
Date: 10/24/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 10/25/2024
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:

This letter serves as a formal demand to American Express regarding its failure to provide adequate communication in response to my previous requests. I hereby require that American Express promptly fulfill my request for the relevant information by emailing it to ******************** and mailing a hard copy to P.O. ***************************************** within five (5) calendar days from the date of this correspondence.
Furthermore, I expect American Express to confirm submission of the requested materials via telephone immediately upon completion. This communication is necessary to inform any impending actions in the public interest. The requested information is essential for evaluating potential reporting to regulatory bodies, including but not limited to the *************************************** (***), Office of the Comptroller of the Currency (***), ************************ (***), Consumer Financial ***************** (****), and other relevant oversight authorities. Additionally, I reserve the right to disclose this information in public forums and media outlets to further transparency.
Kindly treat this matter with the urgency it requires.

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

Sincerely,

Dr ******* *********
************

Business Response
Date: 10/28/2024
We mailed our response to the consumer on October 24th, 2024. We respectfully request that the consumer allows 7 10 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:10/15/2024
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.
Was gifted 4 prepaid American Express Cards to Purchhase items and every single transaction has been declined. Based on cardholder agreement my card should work if the merchant accepts it however American Express is declining the transaction. This is a direct violation of the contract and American Express is not upholding their side of the contract. There is ABSOLUTELY NO ONE TO TALK TO WHEN YOU CALL.
Business Response
Date: 10/22/2024
American Express mailed their response to the consumer today.
Initial Complaint
Date:10/15/2024
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 setup a payment agreement to payoff my credit card account with **** which they approved. I have since not only had my account closed but my account is in collections. I have never had a degratory **** on my credit as I have strived to have perfect credit just to have that taken away for no valid reason is gut wrenching. My score dropped over 100 points due to this issue
Business Response
Date: 10/30/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:10/11/2024
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 guess I have a fraud issue with this card. I can only speak to people out of ******* who are stupid and can't SPEAK ENGLISH properly, so I have no idea what they are saying. I scanned my driver's license and did some notary thing they asked me to do to identify myself. All these computer things are not working; meanwhile, I can not log on to see what is being charged, and I can not make payments either. I run a business, and I can't talk to this stupid company with someone from America who speaks proper English and is not always repeating themselves because they can not go off script and talk normally.I NEED HELP TO GET TO THE PEOPLE THAT WORK FOR AMERICAN EXPRESS IN AMERICA!!! AND UNLOCK MY ACCOUNT SO I CAN PAY IT AND ALSO SEE WHAT IS BEING CHARGED. ITS A BUSINESS ACCOUNT BY THE *** INDUSTRIE oh and I am including my drivers license again so they can send it to the stupid a** people out of the country that can't help me
Business Response
Date: 10/30/2024
We mailed our response to the complainant today.
Customer Answer
Date: 11/05/2024
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 have done 2 ID checks with their notaries . One via zoom and the other one that I have included in this site. I am still locked out of my on line access and I need my statements for my accountant.
SO I THEY LET ME CHARGE AND DO NOT DECLINE ANY CHARGES, THEY TAKE MY BLIND PAYMENTS CAUSE I HAVE NO IDEA ON WHAT MY STATEMENT LOOKS LIKE. BUT THEY WON'T GIVE ME ACCESS TO MY ACCOUNT SO I CAN DO MY TAXES
THIS IS THE CRAZIEST THING IN THE ******* IF YOU (BBB) CAN NOT HELP ME PLEASE TELL ME WHO I NEED TO GO TO FOR HELP. THEY ARE HOLDING MY STATEMNETS HOSTAGE AND I NEED THEM'

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

Sincerely,

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

Business Response
Date: 12/04/2024
We mailed our response to the complainant today
Initial Complaint
Date:10/10/2024
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.
According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. AMERICAN EXPRESS Amount:$86856 Date:2/22/2024 Acct#****************
Business Response
Date: 10/17/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/10/2024
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 am a consumer of American Express Bluebird and Today Thursday October 10, 2024 I attempted to call Bluebird American Express in regards to a very large refund I am expecting from the **** Once I found out the *** finally approved the tax forms I e-filed earlier this morning, I called Bluebird numerous times seeking to have a corporate representative reach out to me regarding the refund so that measures would be put in place to prevent any adverse actions (i.e. restrictions, freezes, closure, seizure of my funds, etc.) and every last representative denied me the ability to have a corporate representative speak to me regarding my expected refund. They lied and stated that they couldn't even get me to their corporate offices and the very last representative I spoke with even disconnected the call when I told him the general amount of the refund. I told those people numerous times that the refund is over $1 Million and that I am willing to provide any documentation necessary to prove that the *** has accepted and approved the amount being refunded. This entire ordeal has left me frustrated, upset, and without a proper resolution to the questions I intended to ask the corporate representative. I firmly believe that the acts and practices that the American Express colleagues engaged in are abusive, unfair, unconscionable, and deceptive to me and these actions and false statements have deprived me of my rights.
Business Response
Date: 10/24/2024
We responded to the consumer via written correspondence today.

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American Express Company is NOT a BBB Accredited Business.