Complaints

This profile includes complaints for American Express Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  American Express Company

  World Financial Center 200 Vesey Street New York, NY 10285-0001

• 

  American Express

  PO Box 1270 Newark, NJ 07101

• 

  American Express Company

  2575 W. Breese Rd. Lima, OH 45806

• 

  American Express Company

  5300 Wisconsin Ave. N W Mazza Galleria Washington, DC 20015

• 

  American Express Company

  122 South Michigan Chicago, IL 60603

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:08/18/2022

  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.

  American Express Credit Bureau Unit
  **** *** ******* ** ***** ***** *****  I just got my report and I think it is wrong! I opened an American Express card in 2006. It was closed and I paid it off. The law firm and credit card company AMEX is stating they want funds for a card that was opened in 2014. They are reporting I opened the card in 2006 on my credit report. The firm refuses to give me supporting documents validating the debt. I was told I have the right to have an investigation done. Credit bureaus laws report that the bureaus report 100% accurate credit history. Every step must be taken to assure that the information reported is completely accurate. The following information therefore needs to be re-investigated. Please make sure everything pertaining to my credit report is correct. I also will like a 1099 document that American Express received for charging off this account. I repeat I need a 1099-C Cancellation of Debt form.
  Please provide me with the following items:
  1. Pay Off Disclosure
  2. Interest Disclosure
  3. Balance History
  4. Payment History
  5. Credit Insurance
  6. 1099C Documentation
  Validate Accounts
  American Express
  *************** Contract Closed
  (5) TREATMENT OF INACCURATE OR UNVERIFIABLE INFORMATION. --
  (A) IN GENERAL -- If, after any reinvestigation under paragraph (1) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or cannot be verified, the consumer reporting agency shall--
  (i) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and
  (ii) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.

  Business Response

  Date: 09/13/2022

  We responded to the consumer via written correspondence today.

• Initial Complaint

  Date:08/17/2022

  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 received three emails today in quick succession indicating that someone opened an American Express account in my name and added a card. This activity is fraud. I have no idea of the identity of the individual named, nor have I ever allowed anyone to use my PII to gain a personal American Express. Please see screenshots. To be very clear, I have never had a personal American Express card. I have had corporate AMEX accounts in the names of businesses at which I previously worked. While I do have a Hilton Honors rewards account, I did not open an American Express card with it. I called American Express immediately this afternoon to report this fraud. However, I'm not confident that the matter has been handled because I did not feel comfortable providing my social security number and other PII that could potentially get into the hands of the person who created this fraudulent account. I am asking that American Express immediately deactivate any card in my name with the identifiers in these emails.

  Business Response

  Date: 09/22/2022

  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]

   

  Hi ********, 

  
  No worries! For some reason I did not see a response from BBB on this complaint. I also have not received any direct communication from anyone at American Express. I continue to receive emails regarding the account so I am very concerned about protecting my credit. At the same time, I received a form letter informing me that I don't have an American Express account! 

  
  It's very confusing and concerning.

  
  If you can reopen this complaint, I would greatly appreciate it. I will also watch the mail much closer for their follow up.

  
  Thanks,

  ******** 

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 10/21/2022

  We mailed our response to the consumer at the address provided within the complaint on September 22, 2022.We re-mailed the same response today, October 21, 2022. We request that the consumer allow 7 10 business days for mailing time. Thank You.

• Initial Complaint

  Date:08/17/2022

  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.

  Under 15 USC 1666B this is a billing error always paid as agreed on time this is an error this account is in violation. Please remove it from my credit report.

  Business Response

  Date: 08/24/2022

  We previously responded directly to the consumer in a letter dated 8-22-2022. As the consumer has not provided new information to which we can respond, no new response will be sent.
  

• Initial Complaint

  Date:08/16/2022

  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.

  Fraud, on Wed. 5/4/2022 about 8pm est. I was working from home, from 12:30pm-9pm est. Mon-Fri, I got a ping on my phone from Amex Serve app, it was a .75 decline fee, I looked further someone had taken $302.50 twice from a *** machine ( at a QUICK TRIP conv. store), from a ***** Fargo ***, inside, (I discovered this doing my own investigation), AMEX Serve, didn't do any investigation. I called the ************ to file a claim, that same night, I have sent 2 disputes & both come back saying the transactions are valid & they have no docs. to send me to show me what or how they did the investigation, stating the transactions were authorized. I sent online pictures my time sheet for that week, my license, a letter, pictures of the QT store & the *** machine, they still refuse to pay me back the $605.00 that was stolen from me. I have only 1 ********* was with me at home. They sent me a new card (but didn't give me a provisional credit, while they investigated), but won't give me back my money. I had been a loyal customer with them since 2016, having my payroll direct deposited to them weekly, I never had any type of fraud incident with them, then when this happens to me, they make it like I stole my own money. I sent supporting docs. to prove it wasn't me, I want to know what kind of investigation they did, If they had got the pictures from the *** camera, that would prove it wasn't me, (I sent a picture of me on my license). they didn't even do that, just keep giving me the run around, saying it was a valid transaction. I sent my request for docs on investigation to: Serve ************** ********************************************************- I wanted an **************** to send my complaint, the above address is the only one they will provide.

  Business Response

  Date: 08/29/2022

  we 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:

  [Theysent the exa t same form that I  filled out twice already and submitted ??,  including my license,  pictures of the *** ??,  and store location, a letter, my time sheet. I didnt send all of that again for them to decline the claim for a 3rd time, I  did respond to their email with the link of the form. Amex Serv does not do any investigation,  my issue with **** is still not resolved,  I  want my $605 from my payroll returned to me.     

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 11/09/2022

  we mailed our response to the consumer today

• Initial Complaint

  Date:08/15/2022

  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 received a refund $435.98 from Amazon for an item. American Express Serve has held my money and promised to release on the 7th day. It has been 7 days and they have yet to release my pending deposit . I have been a customer for nearly a decade and customer reps offer no assistance to resolve the issue.
  Most people using prepaid cards cannot go weeks to receive there money especially in today economic climate. Amazon returned another item and it was deposit into my Wells Fargo with 48hrs. SERVE LIES AND BLAMES AMAZON ON BANK TO BANK TRANACTION. . BOTTOM LINE PLEASE RELEASE REFUND MY HARD EARNED MONEY. ITS NOT RIGHT TO HOLD CUSTOMERS MONEY FOR WEEKS AT TIME.
  If I had read the 2.9 reviews on CREDIT KARMA I would have left sooner . AMEX stop playing games and release my money.

  Business Response

  Date: 08/22/2022

  We responded to the consumer through written correspondence.

• Initial Complaint

  Date:08/15/2022

  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 owed a minimum of $49. About 20 days before my due date I paid $200. I was then slapped with a late fee and they demanded payment of the minimum amount. Ummmmmm. I paid OVER the minimum. I asked them to refund the late fee, but since they have done me this 'courtesy' before in March, they 'could not do it again.' I literally have paid on time and over the minimum. I have a great track record with them as well. The explanation of the March late-fee was that I was abroad and my account would not log in from outside the US. So I paid as soon as I could. Again, first time in a LONG time. This is, or at the least, should be illegal of them.

  Business Response

  Date: 08/30/2022

  We responded to the consumer via written correspondence today.

• Initial Complaint

  Date:08/15/2022

  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 have a blue bird American Express prepaid debit card, i used the card to purchase a vacuum on Amazon on 7/13/2022 $115.28 . I canced the order a couple of days later because the vacuum was not being shipped until sometime in August and when I ordered it was a week from the order date and had not been shipped yet too long to wait . I seen that the amount of the purchase price of $115.28 was still pending after a couple of days after I canceled the order I called amazon they proceeded to tell me that my card does not get charged until the order is ready to be shipped out. I called blue bird and they proceeded to tell me that it was Amazon seller of the product that was liable for the payment. Now the money was now taken from my card and i have no vacuum. I called Amazon back again they proceeded to tell me the same thing as before. I now am trying to contact blue bird American Express prepaid debit card and can not get help the recording never gets me to an associate, i kept calling finally the next day i was able to get to an associate and again explained what was happening to no avail no help at all I didn’t know what to do I have tried and tried to get help. I called again and asked to file a dispute. I was finally sent an email requesting information regarding the amazon transaction, I sent everything they were requesting and today I got an email from Amazon telling me i need to pay $115.28 for a vacuum i never received that was canceled i have the chat corespondents with Amazon .Amazon and American Express blue bird prepaid debit card are not resolving my issue and doesn’t seem to want to resolve this problem i have tried everything i can do on my own and I only ordered a simple vacuum from Amazon and I canceled the order because i was going to be a long wait to get it now i have been taken for $115.28 . I am asking for the BB for assistance please to resolve this problem thank you

  Business Response

  Date: 08/26/2022

  we mailed our response to the consumer today

• Initial Complaint

  Date:08/15/2022

  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 have applied for amex credit card on aug 18 2021 that has an offer for 15 months free promo apr and my application was approved. I did receive my card and used it as it was 0% apr since its almost a year i was planning to payoff and started looking up for last date of 0% apr and noticed my card was being charged intrest from the first month. I have raised a ticket with amex to look into it they have investigated and informed my card was not approved for promo apr and i was not informed that when i applied online.
  Card num****************
  I am planning to payoff and would like the intrest charges to be waived as offered during my online application

  Business Response

  Date: 08/30/2022

  We responded to the consumer via written correspondence today.

• Initial Complaint

  Date:08/12/2022

  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.

  ***** ***** ******* ***** ********** **** *********** ** ****6
  Date: 08/12/2022
  Dear Experian, Transunion and Equifax
  l, ***** ***** ******** consumer, and natural person, am aware of all rights that I have, and which are protected by The Congress under the Fair Credit Reporting Act (FCRA). The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681 .
  1 . Account Name: AMEX
  Account Number: ***** **** ***** Account Number: ****** **** *** ** U.S.C 1 681 section 602 A. States I have the right to privacy.
  15 U.S.C 1 681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.
  Delete this account immediately, unless you want to be held $1 000 per violation
  2. Account Name: CBNA
  Account Number: ****** **** **** 15 U.S.C 1 681 section 602 A. States I have the right to privacy.
  15 U.S.C 1 681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.
  Delete this account immediately, unless you want to be held $1 000 per violation
  3. Account Name: ******** **** * ***** ******* ******* ***** ******** 15 U.S.C 1 681 section 602 A. States I have the right to privacy.
  15 U.S.C 1 681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.
  Sincerely,
  Assui ***** *******

  Business Response

  Date: 08/19/2022

  We responded to the consumer via written correspondence today

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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.

  My mother and I attempted to use our AMEX points (83,412 points total) on our secondary account three times unsuccessfully due to customer service providing false information. The first time, customer service said the secondary account would be eligible to use points accrued on the account, which was incorrect. During our second attempt at using the points on our secondary account, we were told the primary account holder would be able to authorize the points for the second account with a phone call. AMEX gave verbal notice of authorization, however it was not processed. During a third conversation, the customer service rep said it was necessary that both primary and secondary card holders seek points authorization at the same time together on the phone. This is unacceptable. We just want to use our points on the secondary account.

  Customer Answer

  Date: 08/12/2022

  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,
  
  
  
  ***** *****