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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

    • 5,098 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:10/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We have joint savings account with American Express. Two weeks ago I wanted to transfer money to our checking account. That has been declined and in the email, they notified me I have to contact them immediately to verify it is me. This email has been sent at 7:56 pm, and that fraud line closed at 7 pm eastern time and no weekends operation hours. The money never left the account. I have tried multiple times during the week. No luck either, always declined. Contacted them on Wednesday last week. Promised call back from a back office. Never happened. Called on Friday last week, spoke with a supervisor, and promised a callback, never happened. Called yesterday to close the account. Guaranteed it is closed and money transferred. It is not. They are keeping our money against our consent or will. We are unable to move the money or close the account. Those we can reach are unable to help, as they say. those who can help are unable to be reached. They keep sending me emails to call them if the transfer I set up is not made by me, but it is. We are unable to get to our money and leave Amex.

      Customer Answer

      Date: 10/19/2022

      I was able to reach the right people at Amex and was able to sort this mess out. We are no longer customers of Amex.

       

      Kind regards,

       

       

      Martin Johnson-Kulhanek 







       


    • Initial Complaint

      Date:10/14/2022

      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 had American Express, ending in *****. Card was cancelled by mistake. I was charge by bonus I received earlier was reversed.
      I talked to AE agent, see attachment,
      I was told that bonus( $350) I received last December will not be taken away and AE will send me new card,
      MY payment due is due tomorrow Oct. 14th. Since I don't want to loose my credit I decided to pay new charges.
      so I far I did not new card neither my bonus is reinstated.
      I need credit of $350 add to my account.

      Business Response

      Date: 10/26/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 11/16/2022

      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:

      my card was cancelled on sep.1st. ( see below reply from AE)).

       card is never cancelled is already over 2 months. first they promised me that they will issue new card ( never happened) and my bonus of $350 will be reversed) never happened, see attachment)


      Your Account Number Ending :- *****

      Online Access: 

      Hello ****** *******

      This message is to confirm that American Express has processed your recent request to cancel the following Card account(s).

      Blue Cash Preferred® ending in *****

      If you have other Card accounts registered for Manage Your Card Account online they will still be available online at americanexpress.com.

      Sincerely,
      American Express Customer Service


      [Your Answer Here]


       


       


       


       


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




      Sincerely,



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









       

      Business Response

      Date: 02/08/2023

      We recognize the consumer’s 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:10/14/2022

      Type:Billing Issues
      Status:
      Resolved
      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 submitted a payment of $1399,95. Amex posted it and then reversed claiming it wasn't received. I opened a dispute case #********* and submitted my bank's statement showing that the payment was taken. The bank statement has the transaction ID that they need to trace. A week later they are still asking me to submit bank statement which I have by now submitted 3x. There is no one I can talk to and every time I call customer service, I get put on hold for 30+ minutes and still no satisfactory answer other than they will notate the case notes. There is no one I can talk to. Meanwhile Amex also rack up interest charges and check return fee which they refuse to credit me back. The answer I was given was it could take up to 6 months. 6 months I'm robbed of $1399.95. I've been a customer of American Express since 1995 and this has to be the poorest customer service I had received on my account

      Business Response

      Date: 11/01/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 11/17/2022

      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:10/14/2022

      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 10, 2022, I sent the following link, provided by AMEX, for a referral link (Refer-a-Friend): ********************************************************************  This link offered a $350 bonus for the new cardholder, if they met a spending limit in the first 6 months, and a $175.00 referral bonus for me. The person I referred was approved that day, and received a new AMEX card ending in ***** later that month. They have already received their $350.00 bonus on October 1, 2022, since they had reached the spending limit.

      I have contacted AMEX five (5) times, trying to find out why I have NOT received the referral bonus. My brother referred a friend at the first of September, and received his bonus within a week. That prompted me to try and get AMEX to find out why I STILL had not received a bonus, and I keep getting put off. I was told, via CHAT, they would open an investigation...check back. Waited a month, checked back again--they would have a resolution by October 8, check back. October 13--Checked back, but am now being told it will take 6-8 weeks to deal with "complex cases".

      This is NOT a complex case. I referred someone to AMEX, they used the link I sent, they were approved, and have already received THEIR bonus--I just can't get anyone to give me an answer as to why I do not have the $175.00 for referral.

      I have included a copy of the NEW Refer-a-Friend--it offers a $250.00 credit now, as opposed to $350 for my referral--the $175.00 stays the same. I have also included a copy of the $350.00 credit received on October 1 by Frank.

      Business Response

      Date: 10/28/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:10/14/2022

      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 been a happy AMEX customer for decades. On June 23 this year I was in the process of booking a flight with Delta when I was offered to sign up for the Delta Gold AMEX card. I would receive an instant card number that i could use to pay for the booking so that I would receive the sign up credits (50,000 delta miles and $400 statement credit). The flight was $2500 which would meet the spending requirement. Perfect I thought ...
      I received an email with a link to my instant card number .... the link did not work. I called AMEX and was told it takes a while for the link to work. I called again. 8 calls in and I had heard every excuse in the book with eventually being told I had to wait 10-15 days before my real card would arrive. It would mean i could not book my flight with the card at that time which AMEX itself offered. I was not pleased and after a while of asking why I was promised and instant number I did not get one i was offer $250 on top of the $400 as a sign of good faith. Okay, i guess technical problems happen so I was okay approach for once. I was told I should then spend another $2000 with Delta to qualify for the signup credits. When i asked when they said they would listen to the tapes to who promised me $250 and if said I would receive it. I never heard back and did not receive the $250 even though it is on the tapes guaranteed.

      I went on my trip and ended up spending $2000 on the card and received the 50,000 delta miles. I also on July 14 2022 made a delta purchase but still (3 months after this purchase) have not received my $400 dollars making a purchase directly with Delta Airlines (the requirement for the $400 regardless of amount). Neither did I receive the $250 I was promised for a problem at AMEX and the customer calling them 8 times and being pushed to every possible department. I stuck to my part of the deal and AMEX did not. Admit things went wrong, it happens, and meet your end of the agreement and the promises you made please.

      Business Response

      Date: 10/27/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:10/14/2022

      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.
      This morning I found that American express closed all my account yesterday without any communication. I have been an amex card member for 15+ years and never missed a payment. Always value the card membership very much and always recommend amex products to friends. How Amex close my account does not make any sense, especially without any alert or communication, not to mention that treat a loyal customer so badly. I would request they to reinstate my account for good.

      Cards account closed were
      Platinum: **** ****** ***** Gold: **** ****** ***** blue: **** ****** ***** SPG: **** ****** ***** Hilton: **** ****** *****
      Simply: **** ****** ***** 

      Business Response

      Date: 10/25/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:10/14/2022

      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 not aware of this account. I have reached out to Experian Credit Bureau, and with AMEX to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from Experian Credit Bureau. Thus, I am reaching out to seek assistance to have AMEX confirm that I have no account with them and that the Experian Credit Bureau can simply remove it from my credit report.

      Business Response

      Date: 10/20/2022

      We previously responded directly to the consumer in a letter dated 10-06-22. As the consumer has not provided new information to which we can respond, no new response will be sent.

    • Initial Complaint

      Date:10/13/2022

      Type:Product Issues
      Status:
      Resolved
      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 over 28000 points to redeem and American Express will not let me redeem them. I want to redeem these points for members reward cards and then cancel my American EXpress platinum points. Their website will not allow me to do this. Help!!!!!

      Business Response

      Date: 11/03/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 11/18/2022

      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:10/12/2022

      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.
      American Express lowered my credit limit stating I now have past due charges on my credit report which is absolutely not true and when I spoke to Experian they in fact show that I have no past due balances on my credit report. I would like American Express to give me back my original credit limit as this is unfair and predatory.

      Business Response

      Date: 10/25/2022

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:10/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 4 flight tickets in premium economy class but when we travel, it was economy class. reached out to the american express travel department and they advised nothing they could do

      Business Response

      Date: 11/09/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 11/25/2022

      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 any written response from amex. Why cant they call me ? I have tried several times to reach out


       


       


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




      Sincerely,


      *** **
       







       

      Business Response

      Date: 12/19/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 03/09/2023

      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,


      *** **







       


    American Express Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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