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.
1,754 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.

Initial Complaint
Date:09/30/2024
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.
I have been a loyal customer of ********************************************* for over 25 years placing tens of thousands of dollars of charges on the card each year. I have always paid my bill in full until an issue arose with my auto payment being shut off in July. I was charged a late fee and interest charges, which I have submitted a complaint and escalated. I paid my July bill two days late and have continued to pay my bills for August and September on time. Imagine my surprise when I received another interest charge on this months bill of $89 when my bill has been paid in full since July. When I called to speak with a representative, they indicated that there would always be two months worth of interest charges following a late payment, and when I inquired why I was not given a clear answer. When I asked if this was merely a penalty, the representative claimed that it was. I was able to get that new interest charge credited back with a lot of pleading. Im concerned about this practice of continuing to charge an interest fee as a penalty when someone has made a mistake or a late payment one time. There was no reason to charge me an interest fee on a bill that was paid in full and was not late this seems like a deceiving and unfair practice.
Customer Answer
Date: 10/25/2024
Better Business Bureau:

At this time, I have not been contacted by American Express Company regarding complaint ID ********. I have sent a letter directly to the business about a month ago and have had no reply or action taken at this time.

Sincerely,

***** *****
Business Response
Date: 11/20/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:09/29/2024
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 have contacted American Express customer service ***************) numerous times in regard to the replacement of 2 non- working gift cards valued at $50 each. After learning the (card# ending in ****) was missing money, I called customer service on 1/2/24 and was the told the card had been compromised and a replacement would be sent within 3-5 business days and a case (#********) was created. I followed up on 1/30/24 after not getting it and was the told the replacement had to be approved by corporate. On 2/14/24 I called back after not being able to use another Amex gift (card #****) which was verified by the service rep *** to have the full $50 balance. She said it needed to be replaced due to an error with the card and a new one would be sent. I also asked when I would get the replacement for card **** and was told later that week.On 2/27/24, I called because the replacement (card#****) mailed to me for #**** arrived with $0 and not the $50 I was due. I also told the rep *** never got the replacement for #**** and she said someone would call me in 48 hours about both cards. No phone call still so I called back on 4/11/24 and ****** said I would get a $50 replacement for the $0 card sent (#****) by next week.Still no cards or phone calls, I called 4/30 and was told I would get a call.Since this case was opened on 1/2/24 I never got the $100 Amex gift cards said they would send to me. It's now been 10 months and nothing! This is ridiculous. As a Amex card holder I have not seen any helpful customer service and keep being lied to. At this point I have spent many many hours (over 8 hours total!!!) on the phone calling about my money and have received no answers.I want to and should receive the $100 I am owed and have been promised by **** gift card customer service many times as soon as possible.
Business Response
Date: 11/27/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:09/29/2024
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.
I returned merchandise to a merchant after they refused to pick up the item when they said they would. the item was incredibly heavy and i had to take to get shipped. The merchant then only refunded partial because according to them i didnt return it fast enough even though i returned it the next day. Now **** is siding with the seller when I disputed the rest. Even though the merchant partially refunded, the say, "the seller has record of it being received". Then why offer me any refund at all this is garbage. I look up the *** tracking at ** *** *********** **** and what do you know its been received.
Business Response
Date: 10/23/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:09/27/2024
Type:Delivery 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 a purchase with ****** back in June 2024 for a pair of sneakers that was $233.00 dollars. The package states it was delivered on June 28, 2024 I never received the package I contacted ****** regarding the matter they said that it would be investigated. I let some time go by maybe about 2weeks gave them a call to check the status it was no update. I let a week pass by and called back they told me the package has been delivered and it was nothing they could do and someone called in my package stating that it was delivered to the wrong address they wanted to report it. I looked in my hall way and seen a flat box that was delivered to my building for another address and had my apartment letter. I then wrote on the package wrong address and set it up were fed-ex can see it to be taken back. While on a call with ****** I said to them well Im not being charged for something I dont have the representative said give them a few days to see what they can do once they speak to fed-ex. I called back a week later and they said the claim was denied by ***** because they not reimbursing them so they had to deny my claim. I filed a claim with American Express my card company this would be the 3rd time because they keep saying ****** sent proof of delivery it may have been proof of delivery but the package was not mines that I received. I sent a picture of the package which is a big flat package I was only waiting on a small box that contains sneakers its no way I should have received that big flat box. I contacted **** this morning around 7:30 to obtain information about the claim and was told again that ****** sent over proof I would like to see this proof cause my proof shows other wise. I would like a full refund of my money just because ****** is sending o er proof of delivery does not mean I received the correct item. Amex should have the decent courteous to service me the proper way and fully investigate this matter.
Business Response
Date: 10/09/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/10/2024
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: the package we are speaking about is a pair of sneakers not some large picture frame or what ever this is in this package the package was delivered in place of what I ordered. I filed a complaint with you guys (American Express) after trying to resolve the issue with ****** for an item I paid for and it was not what i purchased for you guys to provide me with a picture of a box on the front of an apartment building with out the address properly showing with the package sitting there. I recommend you to throughly look at the package that has been left here in the picture that I provided and ask your self is this a pair of sneakers. I clearly contacted everyone involved to let them know this and was giving an oh well deal with it and take the lost attitude. I would like this to be resolved

[Your Answer Here]

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

Sincerely,

****** *****

Business Response
Date: 10/25/2024
We responded to the consumer via written correspondence today.

Customer Answer
Date: 10/29/2024
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:

I still have not received a refund the response that was sent to me was stating they were not giving me my money back and the box that is in the picture is a **** box you can clearly see that the particular shown you can not see were the box is from so that is know excuse not to refund me my money the wrong box was delivered and someone else have received my package and someone needs to be held accountable. I should not be held responsible for a charge and did not receive the correct merchandise. As a customer of ********************************************* I should not be held responsible for this.

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

Sincerely,

****** *****
Initial Complaint
Date:09/24/2024
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.
American Express is withholding my 2021 income tax refund.specifically (APS.) "account protection ********************". I've done all I can to provide necessary documents to prove my identity to no avail. Numerous times I've provided my phone number and their system says it's not showing up as registered to my name. I've even had the employees at *************************** tax speak to them via conference calls. They have given me no other options to get my income tax refund from them. We've spoken to numerous supervisors at American Express (APS.) and they continually repeat the same thing. I am wanting to get my income tax refund from them as a resolution.
Business Response
Date: 10/30/2024
Because there is no address, we are unable to send a response to the complainant. We need the complainant to provide more information such as the full address. There is a phone number on the complaint; however, due to fraud concerns on the account and the phone number needing to be verified. No phone calls were made.
Customer Answer
Date: 11/03/2024
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]
They once again are repeating the same thing as before! I've given them my name and address and phone number numerous times. I would like them to mail me My income tax refund immediately to my address!

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

Sincerely,

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

Business Response
Date: 11/05/2024
We are unable to provide specific information as their address is not provided to the BBB and our policies require us to provide answers in writing. We are unable to locate the information the complainant claims to have sent. Without that information we are unable to research their concerns. They can provide the documents to the email address or fax number they were previously provided. We consider this matter closed until we receive the previously requested documentation.
Customer Answer
Date: 11/06/2024
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]
They have been very vague in giving me an email or address to share my concerns. Such (who)? Specifically am my sending all my personal information to? ie, picture identification, social security number, personal address, phone number etc. the employees in the ***** account protection ********************. Failed to help me or even articulate my options at the time. If necessary,I can provide 2 employees from ******* ****** tax preparers who have tried numerous numerous times to resolve this issue on my behalf via conference calls with NO success and very little cooperation from American Express APS. I have now filed my complaint with the ********************************

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

Sincerely,

******* ********
Initial Complaint
Date:09/24/2024
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 several months now I have been waiting for American Express *** to refund credit balances on 3 credit cards of mine I closed. My written requests for the refund of $198.91 have gone ignored.
Business Response
Date: 10/18/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/22/2024
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]
American Express has not paid me the credit balances I had on 3 of their credit cards.

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

Sincerely,

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

Business Response
Date: 11/01/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 11/04/2024
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]
American Express keeps lying: they STILL havent paid me after numerous requests and several months now. They are despicable!

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

Sincerely,

******* *****
Initial Complaint
Date:09/23/2024
Type:Service or Repair 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.
I received fraudulent charges on my American Express from a company I have never done business with and doesn't appear to be anything other than a scam company. I called this company and the company was unable to tell me what I was charged for, and told me I needed to dispute this with ****. I disputed this with ****, and **** did not provide any kind of documentation or response other than a generic receipt with the amount charged and my credit card number, claiming this was evidence of my authorization.
Business Response
Date: 10/09/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/09/2024
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:09/23/2024
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 USC 168i(15) the credit bureaus have to modify or Delete fraud Accounts 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. Inaccurate Information on my credit report is causing me financial distress 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 .AMERICAN EXPRESS Amount:$99517 Date:8/11/2023 Acct#************************************************************** Date:5/17/2023 Acct#****************
Business Response
Date: 09/27/2024
We responded to the consumer via written correspondence today
Initial Complaint
Date:09/22/2024
Type:Sales and Advertising 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 6, 2024 I purchased 2 tickets to ******* with American Express. I realized I was purchasing on the ******* and cancelled the purchase and got a receipt of cancellation. I then made the same purchase on the Canadian Amex. However, both charges appeared in my statement and when I confronted Amex no one was able to provide a solution until after multiple attempts. It turns out Amex made a second booking on the US Amex for airplane tickets WITHOUT MY CONSENT. To make this matter worse, they didn't even inform me or send me a confirmation of this second booking which makes the whole situation look more suspicious. Due to this second booking made, my Canadian booking was VOIDED and I didn't get a refund despite not receiving any additional tickets, which is FRAUD. I received a call from American Express also stating that they won't be able to give me my money back unless Iceland Air gives them a waiver to do so. *********** allegedly cancelled my Canadian booking due to seeing it as a duplicate and I was not informed of this either. Not only was an additional booking done without my consent which interfered with the booking I wanted, but they took my money and won't return it and stated that if the waiver is not provided by the airline that **** won't reimburse the money lost either, which is fraud. None of this was ever informed to me, the consumer, until I continuously spent several hours calling and speaking to different agents. For the time consumed and mental stress this whole issue has caused, the below is what I want:- to keep my US Amex Tickets as they are the only tickets that exist due to US Amex's breach of consent, but to get a refund of that amount owed in place of the Canadian Tickets that I had wanted and paid for but not gotten tickets for.- my $800 annual fee waived for the credit card This whole issue has lasted over a month without resolution and I am insanely frustrated.
Business Response
Date: 10/04/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:09/21/2024
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.
Got 2 credit one Amex cards, was building my credit trying to increase my limits so I paid hundreds of dollars in card fees to have them within a year they closed them saying I violated their terms of service in which I did not. They just did scam to collect fees. All my other credit cards are in good standing and higher limits.
Business Response
Date: 09/24/2024
The card account noted in this complaint is issued by ***************. 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, *************** issues, manages, and is responsible for all aspects of the account. Please forward this complaint to *************** for research and response.

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American Express Company is NOT a BBB Accredited Business.