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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 266 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/19/2024

      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 a delta credit card from ****. This credit card comes with guest vouchers to the delta lounges. When I visit the lounge my card has not been credited these visits yet. **** does not allow you a way to view whether or not they have been delivered and as such I was forced to pay a $50 fee to get a guest in because my vouchers were not delivered timely (still havent been) when I reached out to Amex about being credited my vouchers and refunded my entry fee they chose to ignore my refund request.

      Business Response

      Date: 09/26/2024

      We responded to the consumer via written correspondence today

    • Initial Complaint

      Date:09/13/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to dispute an unauthorized account that has appeared on my credit report under the creditor AMEX. This account was not authorized by me and is a direct result of identity theft. I have already filed a report with ***************** regarding this matter.Unauthorized Account:AMEX Account Number: **************** Opened Date: 9/22/2017 This account was fraudulently opened without my authorization, and I demand its immediate removal from my credit report.The presence of this account is a violation of my rights under the Fair Credit Reporting Act (FCRA), and I expect swift action to resolve this matter. Failure to address this promptly may compel me to pursue further legal remedies.

      Business Response

      Date: 09/20/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:09/12/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received an email notification from American Express today indicating that a payment had been made with the subject line We have received your payment. Concerned about potential overdraft fees, I immediately called American Express to request that they halt any further payment attempts, as they typically make three *********** checking account is currently in overdraft, and each attempt incurs a $30 fee. Despite my call and even speaking with a supervisor named ****, I was informed that they could not stop the remaining attempts.This is the second instance where they have incurred 3x $30 fees on my checking account after I specifically requested to stop the attempts. It seems unreasonable that, despite notifying American Express to stop further attempts, they would proceed and continue to charge my account. I am questioning whether this practice is legal, given that I made my request to stop the attempts in a timely manner.

      Business Response

      Date: 09/19/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/10/2024

      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.
      **** will not credit me for over-billing of $300 committed by Equinox for over billing of $300 per month for a gym membership, they also refuse to investigate for the billing issues made by Equinox for the following dates:04/23/23 05/23/23 06/23/23 07/23/23 08/23/23 I reached out to the business last year 10/23 - 11/23 about the matter, they responded 9/24 via email stating the additional $300 charges were present for each month listed but their systems didn't have the capability of reversing the charge.I CONSULTED WITH THE BUSINESS FIRST AS **** ALWAYS TELLS ITS CLIENTS TO DO AND WAITED FOR EQUINOXES RESULTS OF THEIR INVESTIGATION, HOWEVER EQUINOX TOLD ME I WOULD NEED TO GO TO MY BANK THIS YEAR BUT AMEX WILL NOT DO ANYTHING.THEY WERE ABLE TO CREDIT ME FOR 9/23 BUT NOT THE REST OF THE MONTHS AND THAT MAKES NO SENSE.I was directed by a customer service chat representative to make the dispute reason as follows:Ive been charged more than once for the same purchaseHowever, the reason for the dispute is that I was overbilled or overcharged for my membership for the duration of my Equinox membership. My membership dues were $330 monthly.I contacted the Equinox ********* in 10/2023 & 11/2023 to inquire about overcharging/overbilling my Amex, despite invoices showing that my monthly rate was $330. They told me they needed to investigate and would give me a call back once they had more information. They called back 9/3/24 and staff at the gym recommended I dispute the charges with the bank because they see that I was over-billed, but have no way of reversing the charges on their end.I called Equinox back 09/04/23 to get more information. They confirmed that my monthly dues for my membership with ******* were only $330 per month. I was also told that the $300 charged was for another members dues during that time but due to confidentiality they could not tell me for whom.

      Business Response

      Date: 09/25/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:09/09/2024

      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.
      My due day my bill was 8/8/2024 I paid my bill by the phone on the same day and not the u ***** charge me 40 dollars extra of late fees when I paid the same day before 12 oclock midnight

      Business Response

      Date: 09/24/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/09/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am extremely disappointed and frustrated with the handling of a recent charge on my Platinum Card. On September 4th, I was charged $203.20 by *************** (appearing on my statement as *************** *********** **). This charge was not for an airline ticket but for fees associated with my booking. However, despite that these fees should be eligible for coverage under the $200 Airline Fee Credit, no credit has been applied to my account and agents claim I paid for a ticket with this charge, which is NOT true. I expect better service from American Express, especially given the high fees I pay for this card and the premium benefits promised. It is unacceptable that I have to chase you down to get the credits I am entitled to. This is not the level of service I expect from a company like yours.I request that you immediately apply the $200 credit to this charge and ensure that future eligible charges are processed correctly without further follow-up. If this matter is not resolved promptly, I will have no choice but to reconsider my relationship with American Express.I expect a swift resolution and confirmation from your team.

      Business Response

      Date: 09/27/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/09/2024

      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.
      appears to be a case of fraud and oversight.On August 5, 2024, I used my $2500 American Express gift card for transactions totaling $199.97 at ****** **** *** ******* ********. The next morning, the card was declined, showing a $0 balance. I reported the issue to American Express, who indicated that resolution would take 45 days, with updates within 10 days and a new card issued.Despite following up as directed, I did not receive any updates. Recently, I was informed after I had called that my case was closed and denied, based on an erroneous claim that I authorized someone else to use my card. This is incorrect, as I did not share my card details, and the fraudulent charges occurred across multiple states (**, **, **, **) within three minutes, which is clearly impossible for one individual.I have escalated the issue to American Express management, but they have not provided a satisfactory resolution or explanation. They maintain that I must have shared my card details, which is untrue, and are unwilling to further investigate or address my concerns.I respectfully request your assistance in resolving this matter and ensuring a thorough investigation into the fraudulent transactions.Attached are images of all the charges on the card including the times and states they were used in. Thank you for your attention to this urgent issue.

      Business Response

      Date: 09/13/2024

       We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/06/2024

      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.
      My husband, ** ****** ******, had an American Express account for many years and always paid his charges each month. In the last 3 years prior to his death, he had dementia and did not use his credit cards. American Express wants to go back two years and make his estate pay the annual fees and late charges amounting to $555.55. His daughter and I have talked with them and told them we would not pay annual fees for a card that has not been used in 2-1/2 years. They keep sending us letters requesting additional information. This is a simple matter and there is no additional information. We are disappointed that a company like American Express would continue to harass the widow and daughter of a long-term client.

      Customer Answer

      Date: 10/01/2024

      Better Business Bureau:

      At this time, I have not been contacted by American Express Company regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 10/15/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/05/2024

      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.
      **** is charging me $7.99 each month beginning March 28, ********************************************************* early March of 2024. I called American Express customer service and spoke to ******* Id #******* who refused to file a dispute or credit my credit card for all of these charges and they are going to continue to charge me. I want these charges credited to my account, for ********************************************* to stop accepting charges from **** and putting them on my card. I would also like an apology from American Express and counseling on customer service for ******* who was not helpful and rude.

      Business Response

      Date: 10/28/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/30/2024

      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.
      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.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 USC 1681 have the right to privacy According to 15 USC 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 USC 1681 I have the right to privacy According to 15 USC 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 AMERICAN EXPRESS AMOUNT:$11304 DATE:6/21/2024 ACCT#****************

      Business Response

      Date: 09/09/2024

      American Express mailed our response to the consumer today.

    American Express Company is NOT a BBB Accredited Business.

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