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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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    Customer Complaints Summary

    • 5,093 total complaints in the last 3 years.
    • 1,754 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/10/2022

      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.
      Amex assured me I wouldn’t be responsible for paying fraudulent charges while they’re investigating the case. They also assured me my account would go into “past due” status. They notified me today after my statement printed that I was now past due and advised me to “just pay the fraud charges” and we’ll credit your account once the investigation is complete. This is contrary to their cardholder agreement and what I specifically advised. No one knows what to do and they provide false information every time I communicate with them. They’re telling ne to pay for fraudulent charges, which they already have proof of the fraud.

      Business Response

      Date: 08/25/2022

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 accepted an offer from AMEX to get a delta skymiles card. The promotional offer was to receive and earn miles, and I should currently have just over 85k earned miles (which a c.s. rep confirmed.) I can not see my miles when I log into my account and I can not use my miles because they have not linked my amex card to my skymiles account. I started chatting with them on June 29, 2022 to fix this issue and it is now August 9, 2022. Everytime I chat with a new person I get a different answer assuring me that my problem will be fixed. I used the amex chat feature 6/29, 7/5, 7/12, 7/21, 8/9....so five times trying to resolve the same issue. I also had a two hour + call on Wednesday 8/3/2022 with an amex CSR with a delta skymiles rep conferenced in. After all this time I had to complete a name correction form and upload my passport to supposedly get my name corrected, which was due to an AMEX rep's data entry error. Thre CSR that was on the phone from Amex told me it would all be corrected in 72 hours and then my account could be linked with my skymiles. On my chat today I was told it had not been fixed and it would take 10 business days to correct. The amex reps constantly say there is no one else to talk to, that no supervisor can see anything other than what they can see.

      Business Response

      Date: 08/31/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 09/12/2022

      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,



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



       
       

    • Initial Complaint

      Date:08/09/2022

      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.
      I have had accounts dating back to 2017, I have recently came into a issue with a certain coverage thats included with my card, I had been dealing with this issue for weeks on end with countless phone calls to American Express with no calls back or email communication, I have advised that if my issues wasn’t resolved I’d like to cancel all of my accounts out. 5 in total one being a business loan I’d like to pay off to close . And without a single authorization from me one “1” of my accounts was closed !! No disclosure was given or permission from me(the account holder / owner ) I am requesting someone who’s actually capable and coherent of there job to reach out and fix my business card

      Business Response

      Date: 09/29/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/09/2022

      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.
      Card received as a bonus in Dec. 21, used on 7/16/22 and 7/17/22 card was declined, On 7/17/22 I called American Express - CSR advised that unauthorized charges through pay pal took place- I was also advised from American Express CSR advised to contact pay pal as it was not Amex issue. 7/18/22 I called for a status update from pay pal they advised that it was not a pay pal issue and to contact American Express. On 7/19/22 I contacted American Express and they advised that they would review and advise. Called back Amex for status on 7/23/22 - Amex CSR advised that they would re-issue the card to my rental property *** * ****** ***** ******* **** ** ****** the replacement card would be received in 7-10 days. Replacement card was not received with in 7 days, was not received after 10 days, when calling back Amex after 10 days on 8/3/22 I was told by CSR to wait until the end of the business day even though the USPS delivered for the day. Due to not receiving the replacement card I called back Amex on 8/8/22 requested a reissue of the card to my home address at * ******** ** ****** ** ***** - I was being given the runaround by the CSR and requested to speak with a supervisor, I was left on hold for several minutes to be transferred to a supervisor to only be sent to another CSR that advised there is a 24-48 hr processing and that it could not be processed until 14 business days after the original replacement card. When requesting a supervisor after speaking to the 2nd CSR I was hung up on after being on the call for 47 minutes. I have been given the run around for the last 4 weeks with no resolution. American Express is holding my monies with what appears to be refusal to return the funds that were stolen to begin with through pay pal and 2 different people obtaining the gift card number. The gift card was for $1000, Amex states the balance is $966.17

      Business Response

      Date: 08/29/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/08/2022

      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.
      I'm using AMEX cards from last 5 years, and never had any issue with them before. But from last two months it feels like I should stay away from using AMEX services and let my family make a distance from AMEX. Two months ago, AMEX offered $0 plan offer on one of my card, and I created up 4 different plans on my card. Out of four plans, i got a refund for one of the plan. After getting the refund, i called AMEX customer service team to adjust my plan balance and out of nowhere AMEX cancelled my 3 plans out of 4 plans and started charging interest on the balance. After talking to several different customer service reps on the phone for hours, i was always getting reply that you'll get a callback, but I never received any callback or even any email. Finally, today i called them one more time, and there was same reply. So, unfortunately i have to start cancelling my cards. I cancelled one of my card, and talked to them that i'll pay of my balances on the rest of the cards and will cancel those too. Waiting on the phone and repeating the same story over and over to different people, i don't think that makes sense. What i've felt like is, either AMEX has NO co-ordination with their plan-it team or they just don't want to listen and acknowledge the complaints.

      Business Response

      Date: 08/18/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/05/2022

      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.
      These documents that i am sending is the resolution to a case that I have been dealing with the for about 6 months now and have gotten nowhere. Finally, they have made the decision to close my account currently without no legitimate reason to why. However, it is believed that given the customer disservice I have received constantly. I am left to think they fraudulently closed my account/ and interfered illegally with my dispute for my claim of $492.70. Upon haven my claim reopened multiple times. I sent over sufficient documentation and provided them everything to prove my claim of unauthorized charges. At this point I believe they are calling me a liar and accusing me of stealing my own money and that is completely offensive to me. I would love my refund from SERVE so that I can be done with this business. And have my horrific experience with SERVE documented with the BBB.

      Business Response

      Date: 08/18/2022

      we mailed our response to the consumer today

    • Initial Complaint

      Date:08/04/2022

      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.
      I recently had a trip and at checking in, the company offered me to apply for a promotion to apply for a Delta SkyMiles Gold American Express credit card and I did, but when I returned from my trip, i found the denial letter from American Express ************* team and it stated that unfortunately, i couldn't be approved because American Express cancelled a previous account. This is correct, unfortunately i filed for a bankruptcy in 2007 and i had an American Express credit card. that bankruptcy was discharged also in 2007. that's 15 years ago and i don't think i should be denied credit since it's been that long.the reference number for my application with American Express is **************USD

      Business Response

      Date: 08/17/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 08/18/2022

      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:

      [The business stated that they responded to me via correspondence. Until I receive this correspondence and read it, I will be able to determine if I can accept or reject their response. ]

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/21/2022

      We responded to the consumer via written correspondence today.

      Customer Answer

      Date: 10/03/2022

      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 resend the same copy of the letter they originally sent denying my application. This will be a back and forth between them and they will keep sending copy of the denial letter just because of my previous bankruptcy. ]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:08/04/2022

      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.
      On July 14th 2022 my amex card was fraudulently utilized. I called amex that day and there rep stated that the fraudulent charges would be taken off my card and that they would suspend that account. So here it is Aug 3rd 2022 and the one charge for $150 still remains. I contacted amex and a foreigner with very very broken english was making excuse after excuse, and actually did not connect me to a Manager after I requested. He stated that there 2nd party investigation agency was still working on it. I actually started the investigation that day, and the respected law enforcement agency had arrested the person that made the purchase. So the amex representative pretty much lied to me. I received a letter from the law enforcement agency that stated the person is already being charged for the crime. So I dont really understand what amex investigation agency is doing??
      I would like my account cleared of this charge immediately.

      Business Response

      Date: 08/17/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/02/2022

      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 have been a loyal customer of AMEX since 2013 and kept receiving offers for the MAEX business platinum. At that point, I called in to verify that my account would be credited for the military waiver as well. Once I established my notary business, I compared this with a few other business cards, that had no fees, however due to the military fee waiver I was told about by AMEX reps, I decided to go with them instead. My card was then incurred a charge after having it for 2 months. SO I decided to call at which point I was told, that all I need to do was submit the military benifit and that should be a quick fix. I received a letter shortly, that stated thatthe business card isn't eligble for military waive, which was the first I was hearign this at this point. I called back to explain to the rep, that I was given incorrect information and this is just onfair. She then explained that I need to now submit this again to higher authorty and it would take six weeks. It's really confusin how I was given incoorect information if that is o, just to apply for the card, and now the process is changed where the benift doen;t apply to this card. It has been a very conflcting prcoess and if I ws told the truth initially, I would have not applied for this card but now I'm left with a heafty bill which is unfair.

      Business Response

      Date: 08/17/2022

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/01/2022

      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.
      Good Evening,

      My name is ****** ***** and I am an eight year customer of American Express Serve. While they have been my main bank for direct deposit on and off throughout the years, I have recently completely stopped my direct deposit. They are an awful company and have always seemed to provide customer service that does not exceed my expectations or anyone else’s for that matter. There is a refund transaction on my account that is being held for 30 calendar days. This transaction was done on July 19th with a company called AmeriDrive. AmeriDrive is a rental car company and the refund that I am receiving, was a deposit on a car that I rented and returned to them. I rented a car with them twice in the past two week’s actually and now I have not one but TWO deposits that AMEX serve is holding hostage. I have used this company several times in the past and have had my refund released by Amex within 7 business days. I called Amex Serve on Monday, July 25th inquiring why the transaction was still on hold, and I was told that the transaction would be released on Thursday, July 28th. Needless to say, the money was not released. I was then told by several representatives that the funds will be on hold now for 30 days. This is absolutely ridiculous and unacceptable. They constantly do this and hoard our money with no real explanation and constant changing policies. I have also called several times and asked for a copy of their policy that states what I’ve been told. They said they cannot provide the policy and furthermore couldn’t tell me where to find it on the website either. I have received nothing but misinformation and different information every time I call and I would like someone to investigate this company at this point because something is not right with them. I would like my money and any assistance you can provide would be greatly appreciated.

      Business Response

      Date: 08/10/2022

      We responded to the customer via written correspondence today.

    American Express Company is NOT a BBB Accredited Business.

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