Credit Cards and Plans
American Express CompanyThis 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 ComplaintThe 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:08/31/2022
Type:Product IssuesStatus: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 used this service to do all of my bookings for a trip I recently took. I did all of the bookings back in February. While on my trip, I arrived at one of my hotels to discover it had closed. I had not been notified, nor my booking changed in any way. I called Amex, and they refunded me the cost of the booking, and I found something elsewhere. Two days later, I arrived at another hotel, and it had changed hands, and my booking not forwarded properly. It took nearly an hour, but I was told by a supervisor my original booking would be credited to my account ($82.08.) When I returned from my trip, I checked my statement. This credit was NOT on my account. Further, I noticed I had been charged by a THIRD hotel that I had pre-booked. I called the hotel, and they had no record of the original booking. This is another $92.03 I was charged in February for no services received in August. Frustrated by long phone wait times, I wrote a formal letter to Amex and mailed it in, detailing the issues, and asking for a supervisor who understood my letter to call or email me. All I wanted is to be refunded the $174.11 that I paid Amex Travel back in February, which I was unable to use in August. Instead, I received automated emails through their website denying my claims, because too much time has passed from the initial purchase to dispute the charge. But I am not disputing a charge, I am trying to be refunded for services they were unable to provide. As far as I am concerned, this is either gross incompetence or outright theft. I am not asking for a lot, but I am beyond frustrated by the inability of this billion-dollar corporation to provide simple customer service, nor to fix the problems that originated on their end.Business Response
Date: 09/16/2022
We responded to the customer via written correspondence today.Customer Answer
Date: 09/21/2022
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:I finally received the letter mentioned in this response. In this letter, it is claimed there is no record of my attempt to call them about this issue, and thus no record I was promised a refund. As evidenced, I have attached a screenshot of my call record with their customer service line, showing I spent over an hour trying to resolve this issue the day of. As to the other charge, they claim they are still investigating. It should be simple to check the original charges, and then the charges the day of service, and see I have been charged twice for one service. This is not a large sum of money, and I'm confused at their inability to fix their mistake.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Business Response
Date: 10/12/2022
We responded to the customer via written correspondence today.Initial Complaint
Date:08/31/2022
Type:Service or Repair IssuesStatus: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 a longstanding AMEX customer (15 years) of two accounts with full payment made every billing period in which I had a balance. Recently, I was traveling and missed a bill on my "Everyday Account." I was charged a late fee of $29.00. I called AMEX several times, was put on hold for an inordinate amount of time. I was finally connected to a customer service representative who could not assist me. I requested to speak to a supervisor and after waiting considerable time was told she was unavailable. The representative shared that the team leaders/supervisors are required to call back with in 24 hours, if not reaching the customer they would leave a message. I waited 3 days and after no contact from AMEX called again. Once more, I was put on hold for an interminable amount of time with the promise of a call back. This finally occurred, I explained the problem again and their only suggestion was to cancel the card given I did not use it much. I shared with her that for the past year I have been building a house and given the mortgage application was in process, purchasing items was being kept to a minimum. This is not the customer service AMEX was known for over the years, it appears they no longer value their customers, and retention of same are no longer the company's priority.Business Response
Date: 09/14/2022
American Express mailed our response to the consumer today.Customer Answer
Date: 09/26/2022
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 never received any communication from American Express either by email or when I check messages upon logging into my AMEX account.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *****
Business Response
Date: 10/12/2022
We mailed our response to the consumer on 9/14/22. We respectfully request that the consumer allow 7 – 10 business days for mailing time from that day.Customer Answer
Date: 10/21/2022
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:08/31/2022
Type:Product IssuesStatus: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.
On October 28, of 2021 I purchased a $300.00 dollar gift card from American Express within moments of purchasing it I misplaced it. fearing that I may have dropped it while getting inside the car. so as a wise precaution, I immediately called to report it to customer service. Therefore, at that time they asked if I wanted
a replacement card? However, they stated that it could take 10 days or more for the card to arrive. therefore,
I asked about a refund which they claimed that it only takes 7days to receive a refund so i requested the refund instead. It is nearing 1 whole year later and I have yet to receive a refund; they've repeatedly lied and claimed that they sent 2 checks to my old address which was *** ******* *** ********* **** nevertheless, I know that's a lie because, the male carrier that delivers to that apartment community is the most precise and accurate that I've ever seen and the reason that I can say this is because, my son never ever stayed in the apartment community but, evidently he must have asked someone he met out there if he could use their address. However, the mail carrier would have enough intelligence to gather all my sons mail and put it in my box even though my son used and address in the 800s' That is definitely not a mailman who mixes up addresses especially containing a check. I must have called American Express over 60 or 70 times in the first 4 to 5 months ever this happened but, to no resolve at all. then after growing angry and weary i would still call periodically the last conversation I had was supposedly with a woman name *** ***** or Ira she claimed that they were sending a final check through Fed-ex never ever received it either and all the calls I made to Fed-ex only got to speak to a real person once and every confirmation number I used I was always told that it was incorrect.` So please please help me get a positive conclusion to this terrible situation.Business Response
Date: 09/15/2022
we mailed our response to the consumer todayCustomer Answer
Date: 09/19/2022
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]
American Express sent a $50 gift card for me losing $305 dollars this is totally unacceptable I plan to send it back or either they need to load another $200 or $225 dollars onto that card. they"re a multi billion dollar company why should I a poor struggling
consumer take such a huge lost, I deeply apologize for the late response ,however I was locked out of my email for two whole weeks. Therefore I had know way to respond to what action was being taken. please let them know that $50 is totally unacceptable
and disrespectful. I will accept a lost of $50 maybe even $75 but I'm not going to take a$280 dollar lost. That's down right insane.
Thank You
Sincerely
****** **********
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* **********
Customer Answer
Date: 09/21/2022
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:08/30/2022
Type:Sales and Advertising IssuesStatus: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 initiated an online purchase due to an offer provided by American Express.I went to the website listed, and made a qualified purchase. Now they are saying they will not provide the offer since it doesn't meet the criteria.Business Response
Date: 09/15/2022
We responded to the consumer via written correspondence today.Initial Complaint
Date:08/30/2022
Type:Customer Service IssuesStatus: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.
April 2022 I applied for Delta American Express credit card because of ****** reward point.After I spend required amount money on that card I called customer service to check status of that reward and hey said I will received that reward after 5-6 weeks.After 3 months I called again spend a lot of time on phone,transfering me from department to other department and on the end they telling me that I do not qualifying for any reward mileage points.I am very disappointed with American Express.Business Response
Date: 09/09/2022
We responded to the consumer via written correspondence today.Customer Answer
Date: 09/14/2022
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:08/29/2022
Type:Sales and Advertising IssuesStatus: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 had called a few months ago before my monthly fee was up, to cancel my American Express Gold Card. The customer service rep then advised me to not cancel, as Amex could potential grab back my retention offer of 300,000 points as I would be cancelling before the stipulated 1 yr retention time frame. They then said the year would be up on Aug 22, 2022 and I could cancel then. I listened to their advice and kept the card till today, Sun Aug 28, 2022 when I called to try to cancel the card a second time. The customer service rep who answered then said I could cancel, but the membership fee of $250 I had paid on May 15th was unrefundable. This fee would also not be pro-rated.
The first customer rep's omission that cancellation after the membership fee payment would not yield a refund of the membership fee feels duplicitous. The fact that membership fee is not refundable is also not standard practice.Business Response
Date: 09/07/2022
We responded to the consumer via written correspondence todayInitial Complaint
Date:08/26/2022
Type:Service or Repair IssuesStatus: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 requested a replacement Serve card. However, I've not received it. The customer service agents won't help me.Business Response
Date: 09/09/2022
We responded to the consumer via written correspondence today.Initial Complaint
Date:08/23/2022
Type:Service or Repair IssuesStatus: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 received this debit card from ************* the problem is i did not apply for the card or to set up the account.
I tried and tried to talk to a live person which is impossible. i need someone from bluebird or Amex to reach out to me and tell why i received this card. and if it was applied for I need to report a stolen identity.Business Response
Date: 08/26/2022
The **** Debit Card Account noted in this complaint is
issued by ******** Although it bears the Bluebird name, it is a product managed
and serviced by ********. Please forward
this complaint to ******** for research and response.Customer Answer
Date: 08/29/2022
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:this ******** is sketchy as well. tried to call them and no lier person and it directs me back to the number on the card which is the reason i filed this in the first place. I just need to know why i received this and if i should be worried.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Business Response
Date: 09/02/2022
While we regret the consumer's dissatisfaction, The card account noted in this complaint is issued by ******** Although it bears
the ******** name, it is a product managed and serviced by ********. Therefore we must respectfully request that this complaint is forwarded to ******** for research and response. Your understanding is appreciated. Thank You.Initial Complaint
Date:08/22/2022
Type:Billing IssuesStatus: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 received two of the ssme pre-approval offers from American Express for a credit card. And I decided that seeming how I'm trying to continue to build my credit that I was going to accept it, upon accepting it - I got denied which dropped my score because it did a hard inquiry and it just wasted everyone's time. Why send me a pre-approval letter if you're just going to deny me and ruin my credit ? that makes no sense? I tried calling customer service which was out in the Philippines and they barely spoke English (I thought this was AMERICAN Express) and they thought it was funny to just keep hanging up on me when I asked to speak to the manager . But I finally did speak to the manager and I simply asked him to either reverse the inquiry so it didn't ruin my credit or to just override it and give me the credit card ... I'm in the high 700s I'm not sure why I got denied ...I don't know why they sent me a pre-approval letter and then denied me again that makes no sense ??? So i would like them to either cancel the hard inquiry and take it off my report or just grant me the credit card. I have never missed a payment and my reports are exceptional...Business Response
Date: 09/02/2022
American Express mailed our response to the consumer today.Customer Answer
Date: 09/29/2022
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 anything in the mail except 2 more PRE APPROVED letters from AMERICAN EXPRESS which I find ironic because that is why I'm filing complaint to begin with... And even after I opened a case with BBB. They still send me those PRE APPROVED LETTERS.... What a joke... But I will wait and see what they said in the letter...
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Business Response
Date: 11/21/2022
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: 12/10/2022
Better Business Bureau:
The company is a joke and does false advertising.... They lie to people... I provided the documents to prove it and they are just wasting everyones time... Go ahead and close this complaint...I just want the public to know about American Express.. thanks
***** *******
Initial Complaint
Date:08/22/2022
Type:Billing IssuesStatus: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.
Under penalty of perjury, I swear all information herein are true. I'm only a natural person writing this statement. as per FTC guidelines reporting this account in my consumer credit report is a form of collection activity. Accounts included in Bankruptcy shouldn't be on my credit consumer report. This is also a serious breach of my privacy rights Your company’s continued reporting of these derogatory items will be considered “willful non-compliance” due to the previous notifications and your continued disregard of the law. I'm working hard on trying to clean up my credit. This is hurting my chances on improving my living situation.Business Response
Date: 08/26/2022
We responded to the consumer via written correspondence today.Customer Answer
Date: 08/29/2022
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:As a consumer by law I disagree with your response this is not permitted by the Federal Law for it violates the following:
1. 15 USC 1681(a)(4) “Infringed Upon a Consumer’s right to privacy”
2. 15 U.S. Code § 1681c - Requirements relating to information contained in consumer reports,(a)Information excluded from consumer reports
Except as authorized under subsection (b), no consumer reporting agency may make any consumer report containing any of the following items of information: (1)Cases under title 11 or under the Bankruptcy Act that, from the date of entry of the order for relief or the date of adjudication, as the case may be, antedate the report by more than 10 years.4. Lastly. as per FTC guidelines reporting this account in my consumer credit report is a collection activity.
The reporting requirements do not comply with FCRA § 611 (15 U.S.C. § 1681I) and the information must be deleted immediately. Therefore, you must cease and desist the reporting of this item my consumer credit report.
Sincerely,
***** ************
Business Response
Date: 09/07/2022
The card account noted in this complaint is issued by ********. Their partnership
with American Express allows them to process transactions on the American
Express payment network; however, for security and confidentiality, we
do not have access to the account. Although
this credit card bears the American Express logo, ******** issues, manages, and is responsible for all aspects of the account.
Please forward this complaint to ******** for
research and response.
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