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

5,094 total complaints in the last 3 years.
1,758 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:10/12/2022
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.
I have been calling the **** Platinum Card customer service line almost daily to get help with a random charge on my account. It is relating the CLEAR benefit that **** offers to Platinum Card holders of $189 *** annually. I requested to speak to a manager many times to no avail; none was ever available. I explained this multiple times to different reps, and I was not helped. Last call, I was transferred to the next higher tier of customer service and still no help. I will explain again: On SEP 3, I renewed my CLEAR membership for $149. Immediately after renewing, I was made aware of a better price for members of Delta Frequent Flyer Program of $119. I called them and requested this offer, and they cancelled my renewal, refunded my money, and then told me that my renewal at the new price would start on October 3rd. Together with another adult, that renewal would come to $179. You can see the SEP 3 charge and credit from CLEAR on my account for $149 and -$149, and the OCT 3 charge from CLEAR on OCT 3 for $179. However, a very weird and random charge happened on SEP 9 for $119 from "Clear ********" and the very next day the **** benefit for CLEAR kicked in for $149 ($30 more) again from "Clear ********." When I select additional information for these transactions, both say "Plat CLEAR Credit" which means that these were done because of the **** benefit. I contacted CLEAR through a couple of days and many different levels of reps, and they assured me that they didn't make this charge. It doesn't show on my CLEAR account either. So, obviously this was some type of error from ****. I can't even dispute this $119 charge! CLEAR correctly charged $179 on Oct 3 and the remaining benefit of $40 was credited on Oct 4 by ****. Because of this random $119 charge, I am on the hook for $109 for my statement that is due on Oct 9 and no fault of my own, when my balance should be $0. I just spent over 1 hour on the phone and nothing. I'm frustrated beyond words here and need help.
Customer Answer
Date: 10/12/2022
Better Business Bureau:

I received communication from the BBB indicating that this complaint was being forwarded today to AMEX. Between the time I submitted this complaint to today, AMEX, thankfully, credited my account the $119 that were at issue in this situation. I still don't understand what happened, where this charge came from, or why did AMEX actually entered a dispute against a perfectly fine transaction from October 3 in my account in order to be able to credit the $119, but hey, I got it back into my account and that is what I wanted. Hopefully AMEX can provide some clarification in regards to what mess happened here, maybe somebody is finally able to figure out this puzzle that no customer service rep was able to figure out. Either way, I don't see any more need for this complaint, even without a company response, since my desired resolution was already met. Thank you.

Sincerely,

***********************
Initial Complaint
Date:10/12/2022
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.
How has American Express not been shut down!!!
They do not review disputes they do not read any evidence provided and they side with the merchant !
I uploaded 25 pages for a dispute
Against interior gallery in rx who frauds all their customers I sent American Express all the forms and documents showing their fraud and yet they are still making me pay for an item that is partially missing and partially falsely advertised. It’s impossible to reach anyone there and when they do answer no one speaks English !!! This is some racket !! Bbb you need to shut them down ! I’m contacting attorney general and consumer affairs ! This isn’t fair ! Look how many complaints this aweful company has ! Disgusting ! Karma to you American Express ! Your day is coming .
Business Response
Date: 10/26/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/27/2022
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]

No one from American Express had contacted me . American Express had a F RATING WIRH BBB!!! American Express is charging me for a item that was sent broken and inaccurate wirh missing pieces from a company called the interior gallery. I submitted 20 pages of evidence that I was conned by this company on the amount 2199 and American Express does nothing about it!!!

That’s why no one takes American Express they have no business ethic and do not protect the consumer !

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

Sincerely,

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

Business Response
Date: 12/05/2022
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.
Customer Answer
Date: 12/07/2022
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 sent 60 pages of evidence on the fraudulent activity of the company . I was scammed with a wrong product I sent photos to American Express . Your company is a disgust disgrace ! Did you actually look at all the evidence all photos !!! I doubt it ! Your lazy and most business won’t accept your card Becasue your the worst company !!! I will be suing that store and you !! I hope you go out of business your morning but a liar !

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

Sincerely,

***** *********
Initial Complaint
Date:10/12/2022
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 issued me a credit card offering a balance transfer of zero percent if I transferred the money before Oct. 26, 2022. The credit limit is $13K. I tried to make this transfer and the system blocked me so I waited 10 days for a tech person to fix it.

When they did, they put a limit of 5K for my balance transfer and I was wanting to transfer more. Four calls of nearly 1 hour each later, they insist that my promotion only was limited to 5K in balance transfers.

My cardmember agreement and correspondence from the company does not say this . I want them to honor the cardmember agreement and allow me to transfer more.

It's clear Amex is blocking my balance transfer in order to drive up purchasing. I asked the representative where I can file a complaint and they said "we do not have an email account for this" and suggested a snail mail address.

I want Amex to honor my cardmember agreement and allow me to transfer $7K more before the deadline. The cardmember agreement is a contract.
Business Response
Date: 11/14/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/11/2022
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'm a loyal member of Amex credit cards since 2016 and i recently saw an offer for a credit card that would better suit my needs and Amex was also offering an incentive bonus of $300 if you spend a certain amount over a set time after that time i contacted them and when i would receive it and the rep. said at the end of Sept. when i did'nt receive it i called again and this time the rep. said it was declined giving me a totally incomprehensible reason why. i always paid all my bills in full and on time. i was furious to think they would mislead me like this!! i intend to cancel my cards with them! I feel like a dupe! i don"t need the money. it's just the principle! i intend to tel my wealth management team at morgan stanley and all my friends to stay clear of this ruse!
Business Response
Date: 10/24/2022
We mailed our response to the consumer today.
Initial Complaint
Date:10/06/2022
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.
08/19/2022 i attempted to take out money with my atm card at the navy federal for ******, the atm said unavailble i than took out 400 than 100 i did get that 500 but i didn't get the first ************************************************************************* **** from the atm. I contacted both the atm bank and my bank and my bank said they filed a **************. the did do a provisional credit for me 2 weeks later and on 10-03-2022 my bank reversed the 500 and said they resolved my provisinal credit in my favor but yet they took this ****** again and said they don't know why it was reversed and 10-05-22 today they said they have to do another dispute that doesn't make any logical sense i just want my ****** back into my account.
Business Response
Date: 10/21/2022
We responded to the customer via written correspondence today.
Customer Answer
Date: 11/09/2022
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:

I never got a response back! I was at a atm at the Navy ******************** 8/19/22 the first transaction I tried was for 500 it said transaction was cancelled I never received funds, I did two more transactions for 400 and 100 I was able to receive 500 I immediately called Seeve they said I took out ******* I told them the first transaction said cancelled they said they immediately filed a ************** 2 weeks later they gave me a provisional credit until they heard back from Navy Federal! On 10-3-22 Serve reversed the provisional credit stating they never heard back from Navy Federal but yet they credited me the **** atm fee on 10-3-22 I opened another dispute and Serve never responded

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

Sincerely,

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

Business Response
Date: 12/30/2022
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.
Customer Answer
Date: 01/11/2023
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 Serve should be investigated! They gave me a credit than the on the same day they took back ****** stating they never heard from Navy Federal! This is horrible business

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

Sincerely,

***********************************
Initial Complaint
Date:09/30/2022
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.
Open prior to May 18, 2022 AMERICAN EXPRESS DELTA SKY MILES CARD WITH 70,000 miles sign up bonus if one spend $2000 within first 90 days. I received the card May 18th and spent the required amount within the first 12 days well within the required 90 days. I have tried thru corp and customer service 0ver 5 times and have spent over 3 hours on hold trying to resolve why miles were never posted. Today after again waiting over 2 hours again all I was told Was I was refused with no reason given. I fully complied and paid in full my outstanding balances on time
Thank you
****** **********
Business Response
Date: 10/27/2022
We responded to the consumer through written correspondence.
Customer Answer
Date: 10/28/2022
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 never received any letter for the complaint my wife ******* ********** filed claiming that Amex never gave her credit for her entitled Air miles reward

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

Sincerely,

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

Customer Answer
Date: 01/26/2023
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]

The credit card was open by American Express and I fulfilled all my responsibility. I should have been awarded all airmiles as stated in contract. It there intent was to open the card and not award the promised miles, then the card should have been denied. I was never informed that they intended to open the card without awarding the miles as stated in the offering.
thank you
****** **********

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

Sincerely,

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

Business Response
Date: 03/15/2023
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.
We consider the matter closed and no response will be sent to the consumer.
Initial Complaint
Date:09/29/2022
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 July 20th I contacted American Express Travel to book a flight using a travel credit. I never received an email conformation so I called back and they confirmed the flight. I need to change my flight, But American Express is claiming that I did not book through them, But when I try to change the flight with American Airlines it states that I booked with a travel agent and American Express is the only travel agent I used especially since I used a Credit. I want American Express to research my flight booking and rebook me on the new flight I am trying to change to. The longer they take to resolve this issue the more money the flights cost so I would also like them to cover any increase in price. The representative that originally booked my flight took forever to book it and when I called back for the conformation of booking because I never received it I waited over an hour for her to find the flight information.

Original Flight American Airlines Locator is ****** flight **** ******* October 25 at 2:11pm.
The flight I would like to switch to is flight number **** ******* leaving October 24th at 4:09pm.

When I originally started the process of trying to change the flight it was $134.00 and now it is $289.00.

I should not have to spend hours on the phone trying to get this changed. This makes me want to never book Through American Express.
Business Response
Date: 10/21/2022
We responded to the consumer via written correspondence today
Initial Complaint
Date:09/29/2022
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 have been a customer of ********************************************* for over 10 years and have used their Simply Cash Plus card as my primary business operations credit card for the past 3 years. Recently, I tried to make a $12,400 payment to pay off my balance in full, and accidently issued the payment from the wrong ******* account (my personal instead of the business). I called American Express as soon as I realized the error, but the payment was already returned due to lack of funds. They told me at that time that all I could do was call my bank and issue a stop payment.I received an email a few days later that they were bringing my credit limit down from $30,000 to $13,600. With the current balance, the credit card is now maxed out. All of my suppliers, vendors, and merchants that I use this credit card to pay with, have send me notices that the card is declined.When I reached out to American Express, they told me this was due to an "internal review" and the only way they could increase my credit limit back up was by me sending over all my personal documents, income and asset documents. I told them that due to my business operating at a loss on paper, these would show no income and would be a waste of my time.I have used this credit card for my small business for years and it has never appeared on my personal credit score; I was under the impression it was a business credit card that was tied to my business credit. I have NEVER missed a payment. I recently expanded my business, and up until that time, I always payed my balance in full. The past several months I have carried a balance but have always made the minimum payment.If American Express does not bring my credit limit back up to where it was, I will no longer use American Express cards. In addition, in my new brewery, which I opened 30 days ago, I will no longer accept American Express cards as a merchant. This is a horrendous way to treat a loyal customer for over 10 years and has been more than a minor inconvenience.
Business Response
Date: 10/14/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/21/2022
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]
"We responded to the consumer via written correspondence today" was the response I received in regard to my complaint and I don't even understand it let alone accept it. I have received no written correspondence from American Express, not electronically or on paper. They have done nothing to resolve the issue.

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

******* *********
Customer Answer
Date: 07/10/2023
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]
Is this really what we are going to do here? You respond to my complaint telling me you send me mail to the address listed, I tell you I moved, and my new address is ********************************************************************, and you keep sending mail to my old address?
I have not received any mail from you. You are still have not responded to my original complaint, which was over a year ago. Your response to my complaint is "we are mailing you", which is complete nonsense. You are toying with me and I do not appreciate it. You should be ashamed of the way you treat your customers

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

Sincerely,

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

Business Response
Date: 07/26/2023
Received additional case from the BBB where the consumer is stating they havent received our response and it has been longer than 10 business days. Confirmed the mailing address. Closed case with the BBB with the following verbiage: We mailed our response to the consumer at the address provided within the complaint on 3/16/2023 . We re-mailed the same response June 26th,2023, *** ******************.We have also remailed another response via *** ****************** today to address listed in the above complaint
. We request that the consumer allow 7 10 business days for mailing time. Thank You
Initial Complaint
Date:09/28/2022
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 applied for a credit card on August 11th. Was told they needed additional information which I submitted by linking my bank account to American Express. Chase confirmed it was linked. Called American Express after receiving an email saying they needed additional information again and American Express representatives stated that my bank account was linked and nothing further needed to be done. For a couple weeks I call about the status and am just told I have to wait, there’s nothing else to submit. Then today, a customer representative tells me my application has lapsed because they couldn’t access the information I submitted and that I need to reapply because it’s been 38 days. Why would I reapply when I did everything correctly and even called to follow up and the representatives lied to me stating there was nothing else needed? They want me to take an additional ding on my credit report? The representative and her supervisor acted like they don’t understand how to rectify something that is not the customers fault. There needs to be accountability for the incompetence in the mishandling of my credit application or I will be closing my personal and other business card with American Express.
Business Response
Date: 10/13/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:09/28/2022
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.
Product: Purchase Protection
Claim Number: **********
Incident Date: July 23, 2022

Per AMEX

Purchase Protection provides coverage for Your purchases for ninety (90) days from the date of purchase when
You charge any portion of the cost of the purchased item to Your Account. You will be reimbursed only for the
amount charged to Your Account. The coverage provided under this Plan is secondary coverage to any other valid
and collectible insurance or other sources of indemnity

This email is to confirm that your order was picked up on 04/23/2022 at the GAINESVILLE VA Best Buy® location.

The watch was lost within 90 days assurance initially denied it based on it's refurbished which Under the What is Not Covered section of Purchase Protection, it states:
"No coverage is provided for a covered purchase which is/are:
4.one-of-a-kind items including antique, artwork, furs, or previously owned and used items
(except when refurbished by the original manufacturer);"

After new information is provided AMEX assurance denied based on dates. And Called in on 9/26/22 the agent disconnected the call after 16 minutes holding.
Business Response
Date: 10/13/2022
We responded to the customer via written correspondence today.
Customer Answer
Date: 10/20/2022
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]
Amex tried to state that the up to 90 days T&C for Purchase Protection. When i signed up this was the T&C i agreed to which is 120 days. Amex also argue condition of the Apple Watch as Open Box. Each open-box product has been tested or inspected to verify proper working order and physical appearance. Conditions will vary. Meaning they are authorize store that refurbish their product when they test and inspect to verify proper working order.

Amex really disappoint. They lost this customer for sure and open other can learn their lesson.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*** * **

Business Response
Date: 07/13/2023
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.
Customer Answer
Date: 07/19/2023
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]
The business has not provided any new response. Will be cancelling my amex card.

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

Sincerely,

*** * **

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American Express Company is NOT a BBB Accredited Business.