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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/14/2022

      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.
      Hi I would like to report predatory behaviors for credit cards at American Express. I was told I had a no preset spending limit and I had opted into their "pay over time" feature which I consider to be normal credit card practice. However, when I logged into to check my account, I find out I owe $11,000 in full in 3 weeks. I then had to call and figure out my "pay over time" balance and it was $15,000 and anything over that goes into a "pay in full" bucket. I have great credit and other credit cards but signed up for this card to put my wedding expenses on as I heard it had good travel rewards. But none of this "pay over time" and "pay in full" nuances were clearly explained. I login to see no preset spending limit and think that due to the nature of the card and my credit history, I have a rather large amount of available credit on this card. I only just find out, by calling, to see it truly is a limit of $15,000. I am then told that my current balance can not be transferred to the "pay over time" bucket and I still owe the full amount in 3 weeks. This type of practice is absurd and very predatory to customers. People are expecting to be able to pay monthly payments on charges to a credit card. That is the whole point to a credit card. I am simply asking for this balance that I owe in 3 weeks to be transferred to their "pay over time" balance.

      Business Response

      Date: 10/06/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/13/2022

      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.
      I have been working with American Express on a fraud card issue since 8/4/22. The date is now 9/13/22. I have talked with 8 people (including some supervisors and managers), spent over 3 hours on the phone, and am still receiving conflicting information that has not solved my issue. I have tried every way I can find to reach someone who can help me, to no avail. After failing to find help, I started looking for a way to file a formal complaint about their service, but I can not find any way available to do so. I would like to reach a manager who can give me straight answers that resolve my problem, and I would like to warn others about the poor service I have received from American Express.

      Business Response

      Date: 09/26/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 10/06/2022

      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 received a letter from American Express that was not legible. I appeared it was computer generated and had some type of printing problem. 


       


       


       


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




      Sincerely,



      **** ****
       







       

      Business Response

      Date: 10/20/2022

      We mailed our response to the consumer at the address provided within the complaint on September 26, 2022. We are sorry that the response was illegible we re-mailed the same response today, October 20, 2022. We request that the consumer allow 7 – 10 business days for mailing time. Thank You 

    • Initial Complaint

      Date:09/13/2022

      Type:Sales and Advertising 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.
      Unverifiable and Misleading Information Reported. Delete this unverified and misleading account.

      Business Response

      Date: 09/26/2022

      We mailed our response to the consumer today.

    • Initial Complaint

      Date:09/13/2022

      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.
      This complaint is for an American Express Travel Insurance Claim which has not been resolved for over nine (9) months.
      Claim Number: *********6
      Incident Date: December 19, 2021
      American Express Travel Idenfication Number: ***********

      I was unable to travel on December 12th because my partner at the time tested positive for COVID. I have uploaded multiple documents awaiting a claim decision. The medical examiner keeps denying my claim, even though I keep jumping through all their hoops. I even went to the Florida Department of Heath to get the official medical records of my partner's positive PCR test. The last reason they denied the claim was because a physician did not fill out the document. I keep telling me there was no physician at the time. There is an official PCR COVID test from the Florida Department of Health, which was taken at a public park through a drive through, and the guidelines that we should not travel or congregate to avoid spreading the disease. We did not see a physician so there is no physician to fill out the form.

      Business Response

      Date: 09/28/2022

      We responded to the consumer through written correspondence.

    • Initial Complaint

      Date:09/12/2022

      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.
      Hello,
      My name is ***** ******* I have an American Express Credit card which I used to purchase a plane ticket to Montreal, Canada. When I bought the ticket back in March, I also purchased ticket insurance incase I need to cancel the flight down the line. When the time cam in June, I needed to cancel my trip because my family had COVID. I contacted Amex, and I spoke with several representatives over the phone on what to do to get the ticket reimbursed back as credit to my card. I finally got a hold of someone and they told me to file a complaint and I would have to wait three weeks for any resolution. I have filed a complaint in June with the company and I had sent them all necessary documents that they had asked for. A month later, they sent me an email back asking for the requirements again which I sent them again for a second time. I have been on this case since JUNE and it was supposed to be resolved within three weeks. It is not September. I don't understand what all this case file is for and sending proof of trip cancellation when I purchased trip insurance that was supposed to be a refund back to my credit card.
      Thank you for your help
      Claim Number: ********

      Business Response

      Date: 09/23/2022

      We responded to the customer via written correspondence today.

    • Initial Complaint

      Date:09/09/2022

      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.
      I called American express 7 times today alone about a Billing issue regarding SCRA calculation with interest and APR.  have contacted then multiple times throughout the year without any answer back. I have also been discriminated against as both a native American and a US Servicemeber. American express customer service has willfully engage in this behavior while acting on behalf of American express and routinely hangs up calls and sits in silence untill they either hand up or I hand up.

      Business Response

      Date: 09/29/2022

      We responded to the consumer via written correspondence 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:

      The company has not responded to my inquiry nor have they resolved the issue or answered the dates to which they applied the SCRA benefits to. This is required in accordance with Title 50 USC.  

       


       


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




      Sincerely,



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









       

      Business Response

      Date: 03/22/2023

      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. 

      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: I have provided a plethora of information that American Express still has yet to respond to. 

       

      this will serve as Americans Express written dispute of my account in the amount of 1097 USD. It is unlawfully to attempt to collect any amount disputed untill a proper and valid investigation has been completed and the result of the investigation is presented to the consumer for there rebuttal if any. It is also unlawful for American Express to attempt to ot to  report negative information on the consumers credit report. Any action that results in any type of harm to thr servicemember due to American Express not following the law will be met with recourse. 

       

      Additionally I am requesting a physical address to which a sherrif can show up to serve legal documents and refusal to provide this info will be cuase to a default judgment of American Express does not show to a scheduled hearing. 


      [Your Answer Here]


       


       


       


       


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




      Sincerely,



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

       





       

    • Initial Complaint

      Date:09/07/2022

      Type:Order 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.
      Delete this Unknown account unless you can provide me with proof of a contract with my signature. Please delete this entire account.

      Business Response

      Date: 09/22/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/06/2022

      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.
      Been trying freeze my account for three to 4 months. Due ear infection and dental issues. On top ************* worker and my patient test Postive for Covid. Just trying not get. While also looking at car problems. I spend so much extra this month. I got so far behind and been in contact with American Express through all this. Know want report me credit bureaus. Even though been calling and chatting. Asking for better Apr for 4 years and explaining a 3 to 4 months just catch up. Due medical ,dental issues. Gas prices, and food prices. Its been crickets or trying make get something else I dont want will paying money to do it. It crazy just want a temporary freeze so save up get ahead and start paying again. They keep deleting some chats and last one was addressing they issues head on. Not happy and need help. Thank you. *******************************

      Business Response

      Date: 09/21/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/06/2022

      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.
      Just the other day both of my cards were cancelled by AMEX themselves. I 'm trying to understand how. I have never left an outstanding balance and have always paid it off in full and on time. One of the agents told me it was due to the returned payments. Majority of the time is because the app in which I pay from selects the wrong bank account and by the time I notice the account it's too late because there is no cancel payment process on amex. I've had times I've tried to call in to fix the mistake and was told that I couldn't stop the process. My 2 cards have only been used for work reasons and I have constantly been maxing them due to their limits. 7 years with american express and my cards are cancelled without notice or warning. I need this fixed asap.

      Business Response

      Date: 09/21/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:09/02/2022

      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.
      I was given a $200 prepaid Amex gift card by my mother in law. She purchased it for Christmas, but completely forgot about it, and gave it to us when we visited her in August. I went to use the card yesterday, 8/31/22, and it was declined. After attempting to check the balance 5 times on their website, their system finally spit out that there were 2 charges made on 7/30/22 for a company called rpelmotors in California. One for $89, one for $109. This company has not been in business since 2012 so clearly they are fraudulent charges and someone hacked their system. I live in Illinois, not CA. In addition, these charges were made before I even had the card in hand. They were literally sitting on her shelf for 8 months. I called AMEX and they just kept telling me i need to contact the merchant o dispute the charges - a merchant that has not been in business for 10 years. Not sure how or why it would be my responsibility to investigate fraud on AMEX's behalf.

      Business Response

      Date: 09/13/2022

      we mailed our response to the consumer today

      Customer Answer

      Date: 09/16/2022

      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:


      They have not reached out to me as they claim - no correspondence from them whatsoever as of today. 


       


       


       


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




      Sincerely,


      *** *******









       

      Customer Answer

      Date: 03/22/2023

      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 have not reimbursed me for the money they allowed to be stolen. Until they send me a replacement card with the amount missing, this will stay unresolved. Sending me a letter saying too bad, so sad, is not acceptable in any way shape or form.


       


       


       


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




      Sincerely,



      *** *******
       







       

      Business Response

      Date: 04/06/2023

      we mailed our response to the consumer today

    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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