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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

    • 5,090 total complaints in the last 3 years.
    • 1,756 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2024

      Type:Service or Repair 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 recently closed one credit card account and opened a new one with American express. The account I closed was associated with Delta and due to not traveling as much I closed that account. I opted for the regular AMEX gold account. Each of these has an associated annual fee. For the closed delta account I made a request to customer service upon closure to have the annual fee prorated and refunded. The agent in the chat stated "please rest assured, you will definitely get a prorated refund on the old card". I never received a refund and every agent since has told me they will not issue refund. I was even told that the statement promising refund was never made even though the text chat shows it. The closed card had benefits attached (discounted flights, free checked bag) From the date of account closure those benefits have been revoked. **** is holding onto the annual fee without any proration even though the benefits of the card were immediately revoked. I am wanting to have that annual fee prorated from date paid to the date of account closure and refunded back to me. I can provide the support chat between myself and AMEX if needed for documentation purposes.

      Business Response

      Date: 09/11/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 09/27/2024

      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:

      Customer service comically bad. I understand nothing will be done to remedy this situation but I want it to be known that this is very unexpected and disappointing from ****. Paying an annual fee that offers benefits (discounted flights and free baggage) and having those benefits removed but not a prorated fee retuned is a joke. If benefits were still in effect I would have no issue. A year worth of membership has been paid and all the offerings have removed. I have paid for a year and a receiving non of the benefits. As a current **** customer paying an increased annual fee for current card compared to this fee in question I expected this to be corrected. This was my first experience with **** and has been miserable. I paid for benefits that have been revoked. For a agreeable resolution I would expect a prorated membership fee to be refunded, or reinstate the benefits of the card that I have already paid for.

       

      -*******

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/04/2024

      We recognize the consumers dissatisfaction with this experience; however, the consumer has not provided any new information to which we can respond; therefore, no response will be sent to the consumer.

    • Initial Complaint

      Date:08/27/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 21, 2023, Delta refunded my account in the amount of $288.60 due to an unauthorized person who purchased a plane ticket using my credit card. Delta stated they refunded the amount in which I was entitled to. A representative of ***** then allowed the unauthorized person to purchase a flight using an invalid ecredit/eticket in which I was charged once again on July 25, 2023. I opened a dispute with American Express in which my dispute was denied. ***** should have never allowed for a refund and for the ecredit to be reissued to an unauthorized user. I am seeking a refund in this matter from American Express in this matter.

      Business Response

      Date: 09/09/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/27/2024

      Type:Service or Repair 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 recently had 2 charges that I dont recognize I contacted the merchant which was ****** . I provided my information and the agent informed me she couldnt see an account and to contact my bank . I have been trying to dispute this with my back about the unauthorized charges . To my luck the bank has denied me a refund with no explanation. I contacted ****** again just to be told the same information to contact my back . The bank its always someone with a strong accent and we are not getting anywhere . There should be something that can be done to stop people from just taking your money and they bank is not helping .

      Business Response

      Date: 09/10/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/27/2024

      Type:Service or Repair 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.
      So it looks like I may have applied for the American Express Platinum card which I never received for over 2 years and **** kept assessing an annual fee of over $600 on a card which was never activated because I did not receive it and the card never showed on my online banking. I only realized I had this card when I got another card from them this year and I activated only to see there is a charge of over $1,300.00 assessed to my card which I just activated. I called **** regarding this and that was when I was told its the annual fee which was assessed on the card I did not activate or use for two years. I filed a complaint because the representative I spoke with said he could not refund it and the only way was for me to file a complaint which I did but I never got a letter or call regarding the outcome after I was told someone was going to call me. I called them again today and they manager I spoke with told me they were done with the review and they concluded they could not refund my fees, I then asked them so if I hadnt gotten gotten the new card and realized I had this card would they have continued assessing my account with this fee for the rest of my life and the manager said they would have cancelled the card at a point. I then asked what the time frame is for a card that is not activated to be cancelled and take said it varies from customer to customer and that they dont treat their customers the same even when they have the same product because they consider other factors on the clients profile. This sounds to me like discrimination and I dont see why clients with the same product are treated differently and also they (American Express) not being able to tell clients a time frame for an account to be cancelled is unacceptable. They also assessed a fee on the annual fee they charged me after another representative told me they dont assess fees on fees so I didnt need to worry and to wait for the review to be done before paying.

      Business Response

      Date: 09/30/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/26/2024

      Type:Service or Repair 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 clicked on a link to purchase ****** ******* tickets with Ticketmaster. I purchased the tickets for $776.69 and immediately after received an email stating they were for New Edition Tickets. I did not order these. I immediately called Ticket master and they said they would not refund them to call my credit card Company to have them decline the purchase since it was still pending. I called American Express and they told me since it was Tickemaster they are unable to decline or reject the charge even though it was still pending on their end as well? It makes no sense. I called American Express multiple times and kept getting people from ***** they said they could reject a charge if it was considered fraud, I told her it was because the link the seller posted was obviously some kind of bait and switch. She then said they they couldn't because the charge was already approved. I told her it was not approved when I initially called and that at that time it was pending and they could have just rejected the charge that I was requesting and Ticketmaster told me to have American Express reject it. Since they did not reject it, I now have to pay $776 for tickets in another state that I don't want to see. I can't resell the tickets with Ticketmaster either because it was sold by some 3rd party which makes sense considering the scam they pulled with the link. I am very upset as I alerted American Express immediately telling them this was fraudulent. I feel they just eat the charge and I should not have to pay for it since I called immediately and they chose not to reject the charge. The *** on the phone also lied saying it was approved when I called in, when the 1st *** that I initially called said it was pending so they could have rejected it. It's almost like they refused because it was Ticket master like they have deal. It's extremely unfair that I'm left with a bill of $800. **** should remove it since it was their own doing. I will file a claim with Ticket master too.

      Business Response

      Date: 08/29/2024

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 09/10/2024

      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:

      What was the written correspondence? I've just been told a temporary credit was put on my account and it will more than likely be added back on within 60 days. I have not received any written correspondence or been told the outcome of my dispute,  or if the credit is permanent and will not be added back in my account again next month. 

       

       

       

       

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


      Sincerely,

      ****** ****




       

      Business Response

      Date: 09/20/2024

      We mailed our response to the consumer at the address provided within the complaint on August 29th,2024. We re-mailed the same response on September 20th, 2024, via *** with tracking number ******************. We request that the consumer allow 3-7 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:08/23/2024

      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 recently stayed at ************* in *****. I had multiple complaints asking for my money back for half of the stay which I purchased using American Express. **** has declined my dispute saying there is no history of complaints from the hotel but that is completely untrue despite what the hotel says. I had multiple plumbing issues as well as card issues entering my room. Amex is a reputable company that states it will always protect its customers for situations like this. It has done the complete opposite

      Business Response

      Date: 09/04/2024

      American Express mailed their response to the consumer today.

      Customer Answer

      Date: 09/18/2024

      I called the front desk with multiple complaints. When I asked for the phone records to prove this they never sent any over. 

      Business Response

      Date: 09/23/2024

      We recognize the consumers dissatisfaction with this experience; however, the consumer has not provided any new information to which we can respond; therefore, no response will be sent to the consumer at this time.

    • Initial Complaint

      Date:08/22/2024

      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 have received 2 calls very late at night after I have called them to let them know that they have the wrong # for the card member. I am saying late, first night was ***** and last night was *****. I have a monther in law in the nursing home and a late night call is very alarming .

      Business Response

      Date: 09/10/2024

      American Express mailed our response to the consumer today

    • Initial Complaint

      Date:08/21/2024

      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 booked 2 nights at a resort in ****** from May 31 to June 3 that was listed on AMEX's search engine under their HOTEL & RESORTS COLLECTION, which qualified me for a $300 credit. AMEX refused to credit the amount because they claimed that particular property was not part of that plan EVEN THOUGH it appeared in the search engine on their travel website. they charged me late fees and took the "outstanding" Balance to Collections (Experian). Furthermore, the Resort was underwhelming at best, with large cockroaches in the rooms- i would like the $300 charge removed asap along with any late fees.. thanks ***************************

      Business Response

      Date: 08/27/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/21/2024

      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 have contacted American Express dozens of times about this issue for over a year. This is for two different cards. For my GOLD card: The description of the charge is: Amex Send: Add Money. The dates and amounts are as follow: ********: $340.00, ********: $400.00,********: $500.00, ********: $600.00, ********: $120.00, ********: $800.00, ********: $400.00, ******** : $800.00.

      Business Response

      Date: 10/01/2024

      We responded to the consumer via written correspondence today

    • Initial Complaint

      Date:08/19/2024

      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.
      Requesting Goodwill Deletion of a closed AMERICAN EXPRESS account. This account was closed 05/27/2018 but originally scheduled to be remove 01/2014.

      Business Response

      Date: 08/27/2024

      American Express mailed their response to the consumer today.

    American Express Company is NOT a BBB Accredited Business.

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