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

5,090 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.

Initial Complaint
Date:09/27/2022
Type:Customer Service 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 a corporate AMEX card through Facebook (my employer) and I also have a personal AMEX Platinum card with annual fees. In April 2022, I enrolled my personal card in the AMEX corporate advantage program so I could get $150 of the fees per card credited back to me every year. I was told it would take 1-2 months to complete the enrollment and receive the $150. As of 9/26, I still have not received the $150 even though I'm enrolled in the program.

Starting June 2022, I have called AMEX customer service each month for a status update. So far the customer service reps have shown a clear lack of ownership / accountability, the rep communication has been confusing, and the issue is not resolved as of 9/26. At times, the reps have also been rude and condescending.

In general, I have been very disappointed by AMEX's customer service and communication. Overall, I am surprised that there are so many hurdles to processing $150.
Business Response
Date: 10/11/2022
We responded to the consumer via written correspondence today
Initial Complaint
Date:09/23/2022
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 Tuesday, Sept 13th I was ready to purchase (2) travel tix using a Delta Companion ticket I had earned and that was still valid Delta *** Miles (American Express) We had been Amex members for years.Upon checkout, I used my Mastercard to pay for the ticket and the error message stated I had to use an Amex card to pay the fee. I was shocked. We recently closed the Amex cardt his past April and I was never informed by the Amex rep that I would be sacrificing use of the companion tickets.Frustrated I called Amex, Sept 13 at 7:45 am and was told by a rep that if I re-applied for ANY Amex card, I could use it to buy the tickets. So I applied online for an Amex Hilton Honors card. I was approved and even asked them to expedite that card so I could book our flights yet this week.I then went back to the Delta ***miles site and read the small print and Terms and Conditions where it states that only a Delta Amex Platinum card can be used to buy the companion tickets. That is not what I was told by Amex. My certificate is apparently no longer valid to me, I applied for a credit card I do not need and cant use, and I have a credit inquiry on my account.I immediately (by 9 am) called Amex back, waited another ******************************************************************************************* I have since called American Express 3 more times asking them for a call back. Last week, I mailed a physical letter asking for a response and I completed an online survey with this same information. No Response. At this point, I am simply asking you, the BBB, to step in and help mediate for this company who exhibits no understanding of customer service and whose faulty information has led to a regretful and unnecessary credit inquiry and a loss of potentially $2,000+ to me, if I am unable to now use the tickets I earned as a card holder. Can you please help get a response and solution from them on my behalf? This is unacceptable and unprofessional.
Business Response
Date: 11/02/2022
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 have determined that my complaint has NOT been resolved because:

I received a letter in writing from American Express this week. In their letter dated Nov 2 (which I just received), they acknowledge that in their Terms and Conditions, it does state that companion tickets must be purchased with the Delta Skymiles Credit Card from American Express....but the very next sentence reads:
HOWEVER, IN CASE OF CANCELLATION, CARD MEMBERS CAN USE ANY AMERCAN EXPRESS CARD PRODUCT TO PURCHASE THE COMPANION TICKET.
This is not stated in writing anywhere on the Delta Skymiles site under Terms and Conditions. That is why I immediately cancelled the Hiltons Honor card the same day I opened it. I went to the Delta site to confirm this would work, and read through the very detailed Terms and Conditions. When I read the section I have highlighted for you, I immediately called American Express back to cancel the card as, per their own T&C, it would NOT work to purchase the tickets.
Finally, I thought it was ironic of them to supposedly locate the recordings of my other two calls but they were unable to locate the call that was made where I spoke to a supervisor. Wouldn't that have been noted as an elevated, more important call?
Please see two attached documents. One is their letter to me with their statement about the exception for people who cancel their card., as well as my notes. The other is a screen shot from the delta.com site indicating which card MUST be used to purchase tickets. Nowhere on there does it say that exceptions are allowed.
I am still waiting to receive an acceptable response, which in my mind is the ability to purchase these tickets with any method of payment. Note, they both expire in January and February 2023, so I'd like this resolved immediately.
Thank you,

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

Sincerely,

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

Customer Answer
Date: 01/12/2023
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 letter sent to me by American Express did not address any of the questions or concerns I posed of them in my last response. They repeatedly state they cannot find record of my call to them in September 2022 when I spoke with a Manager. Yet, they claim to have reviewed the recorded calls where they say I was warned that I would lose my companion tickets if I closed my Amex card. Interesting. Furthermore, they did not address the fact that Delta Skymiles rules for American Express states IN WRITING that only a platinum AMEX card can be used to purchase a companion ticket.
If in fact AmEX accepts ANY kind of AMEX card as payment, then why is their written policy not consistent? I am still waiting for one phone call or personalized response from them. This matter is not solved to my satisfaction.

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

Sincerely,

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

Business Response
Date: 01/30/2023
While we regret the consumer's dissatisfaction, our position on this matter has not changed. We must respectfully advise that American Express considers this matter closed.Correspondence received by this office regarding this matter will be filed but we will not respond.
Initial Complaint
Date:09/23/2022
Type:Product 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.
Travel assure is keeping two thirds of premiums paid for several airline tickets purchased and cancelled on the same day. Cancelled tickets were due to savings found on other airlines (and have travel assure coverage on them). Premiums are attached every time a ticket is purchased on the card and not something I select. It was not communicated that partial refunds would be applied. Charged $28.95 repeatedly and only refunded $10.
Business Response
Date: 10/07/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/25/2022
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:09/21/2022
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.
Hello, I had an American Express offer for $50 off $200 on Nespresso. I placed an order before the cutoff date but was not awarded the $50. When I called to ask, I was told that that offer was for my account only and no my wife's. I had both cards in front of me and decided to use hers as I had no idea there was a difference in how the offers worked. My wife doesn't even have the online account setup. Can you please help me get this offer as this was the only reason I placed this purchase.
Business Response
Date: 10/04/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/08/2022
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 have the not received the letter and will not with the 6 business days required. I have not received a credit on my account so I assume it was not ruled in my favor.

Sincerely,

***** *****

Business Response
Date: 03/15/2023
We mailed our
response to the consumer at the address provided within the complaint on October
4, 2022. We re-mailed the same response today, March 15, 2023 via **** Tracking
number ******************. We request that the consumer allow 3 – 7
business days for mailing time. Thank You
Customer Answer
Date: 04/03/2023
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:

They did absolutely nothing besides send me an overnight UPS letter months later saying they would not do anything. This is what I expect from Amex unfortunately.

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

Sincerely,

***** *****
Initial Complaint
Date:09/21/2022
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.
I was recently involved in a situation with AMEX that was so remarkably terrible. I am part of a small company that uses an AMEX card for all of our expenses. We spend a lot through AMEX, and have been loyal clients of theirs for 15+ years. We unfortunately had an employee commit credit card fraud, and used our card to ring up over twenty thousand dollars in expenses over the course of a year. We tried a couple of different avenues to get this resolved, and our only recourse ended up being to ask American Express to help us with some of the charges because it was fraud. To our surprise they did, and quickly, and refunded the majority of the charges to us. We were extremely grateful that AMEX helped us out in this situation. Fast forward to three months later, and they reopen the case, with no warning to us, and have a horribly rude customer service agent call us to tell us they no longer deem this as fraud and will be re-billing this entire amount to us. Now keep in mind this was three months ago, we have since made decisions for our business based on the fact that they covered these charges, and being re-billed this amount is so massively detrimental to us it's hard to put into words.

We have been loyal clients of theirs for so long, have made them boat loads of money, and we simply cannot believe that they are taking this action against us. We have no recourse, and no way to turn back time to the decisions we made thinking they were covering these fraudulent charges.

Unbelievable, and so incredibly sad and stressful for our small business.
Business Response
Date: 10/06/2022
We responded to the consumer via written correspondence today
Initial Complaint
Date:09/20/2022
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 closed my account with these people back in April. I was recently issued a refund for a loan payment and because they didn't immediately reject as they should have, it is now sitting in limbo on a card I no longer have. Their business practices are extremely deceptive and shady. My state will soon be issuing state refunds and because I used this card for my refund last year, the refund will also be issued here. I want to make sure that any and ALL refunds are rejected so I don't have to wait 2 weeks for MY money. I have emailed and called repeatedly only to be told that there is nothing they can do because I no longer have an account. If I no longer have an account, then they shouldn't be holding onto my money!
Business Response
Date: 10/06/2022
We responded to the customer via written correspondence today.
Customer Answer
Date: 10/11/2022
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:
Yes, they returned my money this time, but they can't guarantee that it won't happen again. I do NOT want any refunds going back onto this account that has been CLOSED for quite some time!
They have absolutely NO RIGHT to accept a refund going to a closed account. It was more than one month that I had to wait for the actual refund to come back to me and I do not want to have to wait again
especially when I know that the state government will be issuing additional refunds in November. What kind of company can legitimately take monies that do NOT belong to them and why isn't anything being done about
their extremely illicit business practices? I do NOT want one red cent being accepted by them. I want any and ALL refunds that *** post in the future to be REJECTED by Bluebird. This is absolutely why I closed my
account with them.

[Your Answer Here]

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

Sincerely,

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

Business Response
Date: 10/24/2022
While we regret the consumer's dissatisfaction, our position on this matter has not changed. In our response we explained that future cash loads and deposits would be rejected, but returns are different. We must respectfully advise that American Express considers this matter closed and no response will be sent to the consumer at this time.
Initial Complaint
Date:09/19/2022
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 made a very large purchase while in Mexico on 12./31/21 (~26,000). I did not realize that American Express (AMEX) would charge me such a large fee ($676.15) I called AMEX and they would not budge on the charge, instead they suggested that I get an AMEX card that did not charge international fees (although I thought that mine didn't), I asked them if by getting the other card, they would consider waiving the large interational transaction fee. THey said they would consider.
I got a 2nd AMEX card and they did not waive the fee. I somehow mixed up setting up paying by automatic debit, so they charged me more fees late fees and non payment fees. I called them multiple times and spoke to a supervisor to ask if they could waive some of the fees as they had led me to believe that by getting the 2nd card, that they would waive the fees on the 1st card. THey refused.
I cancelled both cards in April of 2021. I paid everything that I owed off including all the fees they had charged me--- international fees, late fees, non payment fees. I was very irritated and surprised at the poor customer support as I have been a well paying customer for years.
Then, in September, I received a notification from AMEX that my credit score had dropped considerably-- ~ 25 pts. I thought this strange, so I logged on to my online AMEX account and found a charge of ~$31 and a $29 late fee. I thought this strange since I had cancelled the card and no charges were supposed to be going through, and I no longer had access to even the number of the credit card. I called- they said they would look into it and get back to me. NO return phone calls. I called again, this time they said that I was responsible for any recurrent billing that I hadn't cancelled. But I cancelled the card, and I argued that they should not allow charges to go through if I didn't even have an account with them anymore. I had to get the company that made the charge to refund it.
Amex has wasted a great deal of my time and $
Business Response
Date: 10/06/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 10/11/2022
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]
There is no explanation of what they plan to do, just that they wrote me a response? I expect that they write a letter to tell me that they are not going to refund any of the money, or apologize for continuing to keep my credit card open . Perhaps they do not want you to see the response.

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

Sincerely,

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

Customer Answer
Date: 02/02/2023
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:

I filed a complaint about American Express, and they responded stating that they sent me a letter in the mail. I did not receive any letter from American Express since I filed the BBB complaint. I am dissatisfied with their response, and they did not address the complaint. Please let this reflect on the BBB record for American Express.
Thank you

Sincerely,

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

Business Response
Date: 02/10/2023
We mailed our response to the consumer at the address provided within the complaint on 10-06-22. We re-mailed the same response today, 02-10-23. We request that the consumer allow 7 10 business days for mailing time. Thank You
Initial Complaint
Date:09/19/2022
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 was the victim of a scam, whereby I purchased two American Express serve cards. The money on one card was used to purchase something online by the scammer. I did not authorize the purchase, so basically the money was stolen from me. When I called customer service to resolve this, I received the worst experience ever. They not only denied my request, but they wasted my time by making me fill out the same forms repeatedly. They treated me like I was lying to them, and now my money has been stolen from me without any help. These people are not legit and I was taken advantage of. Do not ever do business with American Express. They are fraudulent as ever! Please help me to get the money back that was stolen from me. Attached is a letter I sent to American Request after having my accounts blocked by their customer service representatives. They told me they would not help me, and to contact their corporate office.
Business Response
Date: 10/04/2022
American Express mailed our response to the consumer today.
Customer Answer
Date: 10/12/2022
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:

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

To Whom it May Concern,

Please do not close this case #********

The response I received was "response was mailed to the consumer today"

I have not received this response and I requested a refund for money that was stolen from a card I purchased. I need to receive a refund from this company before this case is closed.

Thank you,

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

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

Sincerely,

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

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:

The business did not resolve this issue. Money was stolen from me, and an unauthorized charge occurred. This business did not refund me the money I am owed. Their response was unacceptable and unjust. It's just wrong, and I wish I had a lawyer to press charges against this company.

~***************************

Regarding case # ********

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

Sincerely,

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

Business Response
Date: 12/14/2022
While we regret the consumer's dissatisfaction, our position on this matter has not changed. We must respectfully advise that American Express considers this matter closed. Correspondence received by this office regarding this matter will be filed but we will not respond.
Initial Complaint
Date:09/19/2022
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.
Since August, I have had concerns with my rewards points balance. I expressed my concerns via AMEX customer service chat and I was told everything was ok and my point balance was correct.

This month, I reached out again to express similar sentiments about my point balance. Again I was told that the balance was correct. Seeing the discrepancies, I went through every transaction to identify the correct balances and identify the error, a difference of 1,905 points. After presenting this information to the Customer Service representative, they told me that the balance stated was correct and that I was wrong. They wanted me to clear data on my computer as if that was the issue. At the conclusion a complaint case was opened on my behalf.

After logging on today, and spending countless hours of time between communication with the reps, calculating accurate balances and differences, I see that the point balance was corrected. I was not notified of the correction nor was an apology given for the stress this situation has caused me and time wasted.

After expressing that I was looking for a remedy for my troubles, a 1,500 point offer was given. This offer was less than the discrepancy amount. It was then expressed that 2,000 was the best offer. Then after speaking with a supervisor another “best offer” was offered at 3,000 points. I express that they give out retention bonuses at 55,000 points and that this issue of shorting membership points was not important to them. After expressing that I was not satisfied the customer service representative proceeded to give a tone to rush the end of our conversation.

I am looking for a remedy that makes sense. For clarity my latest charge of $15.26 would need approximately 2,500 points to pay off. I have spent over $35,000 since December 2021 on this AMEX platinum card.
Business Response
Date: 11/01/2022
We responded to the consumer via written correspondence today
Initial Complaint
Date:09/14/2022
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.
Hello,
In January 2022 my husband was told by an American Express (AMEX) representative to wait until he was active duty to apply for the Servicemembers Civil Relief Act (SCRA) to have the annual fee waived for the AMEX platinum card. He opened the card and initially paid the fees in January 2022. He waited until June 2022 after he was active duty Navy and was approved for active duty status under the SCRA. From January-August 2022, AMEX repeatedly confirmed his fees would be retroactively waived once approved for active duty. In August we received notice out of the blue he no longer qualified for the program and fees would not be given back to us. My husband calls AMEX weekly and they give no insight to the issue. Each time the representative states they will call him back in a week. They have never called back. We would have not applied for this card and program if AMEX would not have advised us to apply to once he was active duty. My husband is also working in a time consuming residency program and this issue has caused significant time and effort with no resolution in sight. It has added unnecessary stress and it feels that American Express has been deceiving and dishonest with their policies. It is up to American Express to correct this issue.
Business Response
Date: 10/07/2022
We responded to the consumer via written correspondence today.

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American Express Company is NOT a BBB Accredited Business.