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

5,092 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:10/10/2024
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.
For the fifth consecutive time, **** repeated exactly the same error that I reported extensively to customer service and via snail mail: sending a replacement card via ***** to a location that can't manage *****. I've given up trying to resolve this through normal channels. Please have someone review the recent card sending and the last four times and then contact me. Please do not cancel my new replacement card nor take any other action. Thank you, Doctor ******* *******
Business Response
Date: 10/23/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 10/26/2024
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 can't yet verify this. .
Furthermore, I requested contact by the business. As mentioned, I'm in *********, so I can't check anything that was physically mailed to me. I was not contacted by phone or email.

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

Sincerely,

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

Business Response
Date: 10/29/2024
We mailed our response to the consumer on October 23rd, 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.
Customer Answer
Date: 10/30/2024
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 appreciate that AMEX responded to this issue and sent mail.
However, I will be in ********* until at least Nov. 16 and unable to check my mail in ********. Might it be possible to interact with someone from **** via email? AMEX was very helpful with previous situations via Executive relations, but the person with whom I interacted is no longer there.
ALSO: I was told by ***** in chat to upload some screenshots to the **************** However, she didn't tell me which option to choose in the drop-down menu. None of those options were consistent with what ***** told me. I just checked and the *************** says I successfully uploaded documents, but I am not sure if they will be reviewed by the correct person or at all. Can you please check?
Thank you,
*** ******* *******

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

Sincerely,

******* *******
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.
Subject: Fraudulent Account - Identity Theft Notification Dear *********** am writing to inform you that I have recently discovered a fraudulent account in my name with ****. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: AMEX Opened Date: 8/19/2018 Account Number: ****************I request that you close this account immediately and remove any negative information associated with it from my credit report. Please confirm the closure of this account and provide me with any documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.
Business Response
Date: 10/21/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/09/2024
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.
American Express customer service has declined greatly since I became a member in 2022. They used to just pick up the phone, and a CSR would answer speaking fluent and clear english. They would either immediately resolve your issue or explain that they are escalating the issue, and it would be resolved in no more than two days. Today I was speaking to them about an existing reservation I had through their travel department, I explicitly asked that my reservation NOT be canceled. My reservation was cancelled anyway, which is now stopping me from requesting Leave. I am active duty military so a hotel reservation is required for me to request the time off in that area. I have spoken to three **** today alone, that cannot guarantee the lowest rate as they advertise. I asked to have my request escalated, and Im waiting on a call back now. Im looking for some form of compensation due to the reservation being canceled.
Business Response
Date: 10/21/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/08/2024
Type:Billing Issues
Status:
ResolvedMore 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 charged $689.21 on 9/6/2024 for a balance transfer I did not initiate nor authorize. Contacted customer service about this 6 times and no one was able to tell me what the transfer was initiated from or by nor help me dispute it as a fraudulent fee. Was told multiple times it would come back as a credit on the following card statement and that I would not have to make payments on it. None of that came to fruition.
Business Response
Date: 10/24/2024
We responded to the consumer via written correspondence 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*********** *******
Initial Complaint
Date:10/06/2024
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 was issued an American Express Gift card upon my retirement from by Employer in the amount of $3,000. On the gift card the account number, security code and amount are hardcoded on the card, and as a result the card credentials were stolen by a merchant where I used the card, and someone spent the card balance $1,436.28 online in the early AM hours of June 9th, 2024.I immediately filed a dispute complaint with American Express, Case Number ******** and after 60 days I received a letter that the complaint/Dispute was denied with no recourse.I did not make these Fraudulent charges, and the fraud happened since the American Express cards are significantly vulnerable to fraud since all the card information is clearly visible on the face of the card, AE has no other security feature for the true owner to verify or approve any charges. Please help to get these funds refunded, "American Express has not been cooperative and state the case is closed". I feel American Express is issuing cards that are not secure in today's digital world, etc.
Business Response
Date: 10/23/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/23/2024
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 have not received the 10/23/2024 response from the business as stated above. Still feel a full refund is in order based on the lack of the Gift Card security features which make it extremely vulnerable to Fraud.

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

Sincerely,

***** *******
Initial Complaint
Date:10/05/2024
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 am writing to formally file a complaint against American Express (Amex) for a breach of agreement and unjustified reduction of my credit limit. Despite paying $3,000 towards my account, **** decided to reduce my credit limit, which negatively impacted my financial standing and credit score.On Sept 25, I received a communication from Amex titled "We're Reviewing Your Current Credit Limit." The notice indicated that **** was conducting a periodic review of my account and that my credit limit was being considered for a reduction based on my payment history and other credit bureau information.Despite making a payment of $3,000 towards my balance, **** still decided to reduce my credit limit. Their notice stated that to avoid this reduction, a payment of $1,580.00 needed to be made by 09/29/2024. However, my payment far exceeded this amount, making their decision unjust and a breach of the agreement implied in the notice.This unexpected credit limit reduction has resulted in negative consequences for my credit score and financial reputation. Additionally, I believe that ***** actions are in violation of fair credit practices, as they did not honor the conditions outlined in their notice after I made a substantial payment.I request that **** be fined for breach of agreement and failure to honor their stated conditions. I also seek assistance from the BBB to have Amex reinstate my previous credit limit and ensure that such unjustified reductions do not occur in the future.I have attached a copy of the notice I received for your review. I trust that the BBB will investigate this matter and help facilitate a fair resolution.Thank you for your time and attention.
Business Response
Date: 10/11/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/02/2024
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 made purchases (brooch and earrings)using euro currancy in ***** using my Amex Delta Platinum Card. I lost one of my earrings and brooch. I called Amex to inquire about filing a claim on 9/30/2024 at **************************************** is that I would receive a claim form emailed in ***** hours and submit proof of purchase. I never received the email or the opportunity to provide documentation. However, I received one email on 9/30/2024, "acknowledging my contact and thank you for submitting the claim." The second email denied my claim, which was never submitted. The process is highly subjective. All provided inconsistent information when speaking with various Amex and ***************** representatives. In addition to the verbal information, the online benefits are also vague and contraindicated. When I click on the link of Card Benefits, the Purchase Protection Plan (PPP) (******* revised 4.19.2024) appears, which highlights "Proof of Loss" pg 5, ************* contrast to the denial letter, the language that appears contradicts the Proof of loss -PPP.Additionally, there needs to be a clear definition of which card receives the benefits of PPP. This has led to a significant amount of confusion and frustration, and I am deeply disappointed with the service I have received from Amex. It also leads to misleading and confusing consumers who use an **** brand to make purchases with confidence in the buyer's protection. This experience makes me feel that ****'s practices are falsely advertised and dubious.
Business Response
Date: 10/17/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:10/02/2024
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 had two rooms at ************************ from August ***** ******** room was paid through Priceline and the other room I paid with my Hilton Honor points.I am a Diamond Member through ************************ charged me again for another room fee on top of the priceline room. When I called and let them know they properly refunded that portion of the bill, but they failed to credit me for my food and beverage Hilton Honors diamond credit.When I called again the lady I talked to said she would refund me also for the Hilton Honors Diamond food and beverage credit as I did not receive it.Additionally American Express has not credited me with the $200 resort credit on my American express bill. I am assuming this has to do with one of two things. Either 1: I wasn't given the $200 credit because Faro ****** is relatively new to the Hilton Portfolio or 2: I wasn't given the $200 credit because Faro ****** messed up on their billing to my Amex Hilton Aspire credit card in the first place. I had a $264.39 food charge at the resort charged to my room and paid for with the Hilton Aspire card so I should receive the $200 resort credit to my American express which was not applied and also-********* has still failed to credit me with my Hilton Honors diamond Food and Beverage credit.American express has failed to credit me with the $200 resort credit.Please help fix this.
Business Response
Date: 10/09/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:10/02/2024
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 Aug 24th I called the company number listed on the AMERICAN EXPRESS gift card after my card was declined. I was informed that there had been a charge $100 from the gift card. I explained that it was impossible, as I had just opened the envelope. I also explained that I am a teacher that receives many gift cards at the end of the year. I use my gift cards through out the summer. They submitted my claim and 1 month later declined my claim. I asked for them to inform me as to the reason. I was sent an accusatory email stating that I committed fraud. They accused me of sharing my gift card. This is unacceptable and asked them to provide the proof of such claim. I will be reporting this company to every agency and let every company that uses their services of the fraud that they are committing.
Business Response
Date: 10/15/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 11/19/2024
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:

I do not accept to close the case. They called and left a message with a phone number. I have saved the message because it is impossible to understand the call back number. I have tried every combination of extension. I also received a letter from them that I responded. Of course they provide no number. Attached the letter that I received with my response.

Sincerely,

***** ******

Business Response
Date: 12/09/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/02/2024
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.
Dear *********** recently reviewed my credit report and discovered an error related to an account opened in my name due to identity theft. I have filed a complaint with *****************, and I have enclosed copies of my complaint along with any supporting documentation.Please investigate the fraudulent account and remove it from my credit report:Creditor Name: AMERICAN EXPRESS Opened Date: 01/19/2017 Account Number: **************** Balance: $1,351.00 I appreciate your prompt attention to this matter. Please confirm receipt of this dispute letter and provide me with a response outlining the actions taken regarding this fraudulent account.Thank you for your cooperation.
Business Response
Date: 10/16/2024
American Express mailed our response to the consumer today.

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American Express Company is NOT a BBB Accredited Business.