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

Customer Complaints Summary

5,093 total complaints in the last 3 years.
1,748 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:08/01/2022
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've been an AMEX member since 2002 (20yrs). I have paid thousands of dollars in annual fees and interest across all my accounts.
It is disheartening when you have been a member this long, and have worked so hard to maintain a stellar relationship, moreover have been on-time, everytime with payments and have maintained a clean credit record, all to be told there is nothing we can do for your in your time of need.
I recently got laid off, and was frantic for help getting my cards into a payment program that AMEX advised me that they have available for members just like me in my case "The Financial Relief Program"
The program is being falsely advertised when I log into my account, however when I called the first time for assistance enrolling into the program the agent said that was not a problem to enroll. I wanted 1 payment split across all accounts for a set number of months, while I get my financial bearings and back on my feet.
The AMEX agent had no compassion after explaining my situation, he said there was nothing he can do, and that my best option was to consult an outside company to get a payment option that would reduce my payment and would cancel all my AMEX cards.

It's unfortunate all your agents are trained to deal with lifetime members sin the manner they do, allowing someone to crash and burn the entire lifetime of loyalty to you in just a matter of minutes, by cancelling all their cards and allow them to not have the opportunity to maintain a positive relationship and get back on their feet.

It's sickening to fathom how the culture has changed over the years. I plan to print screen your ads. that are being advertised in my AMEX account about Financial Relief Program for my situation, this is false advertising to catfish your customer into signing up with external debt management agencies.
Business Response
Date: 08/16/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:08/01/2022
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.
Account was opened and after 2 weeks card never received and returned for wrong address. I contacted customer service via chat and requested account was closed. I was assured account would not report on my credit report. I received notice today of new account on my credit report. I contacted customer service via chat and they were unable to assist. I would like account removed as card was never received or used.
Business Response
Date: 08/05/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:08/01/2022
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 funded my high yield savings account and when I transferred the money out. They closed my account without notice and are refusing to give me my money. They advised me to do a charge back with my external bank but I don't see it necessary, considering that I approved those transactions. I see no reason to file a dispute. I simply want them to finish my pending transfers and send the remaining balance to my other external bank account.
Business Response
Date: 08/12/2022
we mailed our response to the consumer today
Initial Complaint
Date:07/29/2022
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.
Booked a rental car for my HI/HNL vacation 06/30/2022 through AMEX Travel, paid with my Amex card.
Booking states Economy rent-a-car as the rental company.
Upon arrival to HI, I was transferred by airport shuttle to the pick up location on the booking, which I believed was the actual Economy rent-a-car.
Disguised as Economy, staff said that I am at the correct location and they had my reservation.

At the time of the rental agreement, I was not shown any printed disclaimer, the details were only provided to me verbally, as I was asked to sign off/initial agreement read to me in broken English.
Staff then handed me the printout, which to my shock did NOT state Economy rent-a-car, but it stated 'A-1 rent a car' instead. They somehow obtained my car rental reservation that I made via amex travel, yet I clearly made sure that I am renting with Economy, and NOT with other company which amex failed to mention at the time of booking, also failed to disclose this discrepancy at any point.

That moment it was too late for any cancelation, fee has been charged, even prior this I was already unable to cancel the booking, as the amex travel policy requires 24 hours minimum prior cancelation.
Amex travel falsely advertised the company, presented me with fraudulent booking which is evident breach of contract.

The vehicle I got from this A-1 company turned out to be scam & in absolutely unacceptable condition: filthy inside out, HUGE brake & acceleration issues - had to use handbrake multiple times while driving to hotel fearing for life.
Major acceleration issues to the point it was not safe to drive the car. A-1 refused to fix or replace the car or refund.

I was unable to use this car during the vacation, was forced to use Uber only.
Amex refuses to acknowledge the breach of contract or refund the amount I spent which is $984.99 total.
A-1 states they're not affiliated with Economy and declined to honor any of their policies on cancelation/refunds.
Business Response
Date: 08/11/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/29/2022
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.
Contacted Creditor/Agency asked for proof of the alleged debt specifically the alleged original application bearing my signature they have not been able to provide such proof to me. Please delete this entire account.
Business Response
Date: 08/05/2022
American Express mailed our response to the consumer today.
Initial Complaint
Date:07/28/2022
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.
My name is Xochitl Landeros, I'm a Navy Veteran, Nurse Practitioner, and a single mother of 4 children. I'm a victim of identity theft from a con artist. Amex has me responsible for over 40,000 in debt and making me, only I responsible (Mexican) and not after the (caucasian CON ARTIST) He open almost 7 accounts with over 500,000. I reported to the FTC, Credit Buereau, Homeland Security, Identity Theft, freezed my social security number. Along with my daughter, he also open an account using her information. Fraudulent transactions using apple pay and bitcoin which I never used, transactions using my info with money apps, zelle, venmo, cashapp, PayPal, and my credit union. I provided Amex with documents, police report, pictures, his current and past crime history, the homeland security cyber agents called them to explain to them. They are making me responsible for all the accounts, and fraudulent transactions. Which I have a right as a consumer. Why did Amex allowed this to continue, this pattern that I never had of me purchasing, paying of over 10,000 from a bogus account that he set up. Amex, I can not log into my account. Homeland Security cyber agents are involved because I'm not the only victim. He steals financial information, credit cards, steals vehicles. He had a court date in February in California which he failed to make appearance, now there is a warrant out for his arrest. This happened within 3 months, this has ruined my life, mentally, emotionally, financially. I can't even make my mortgage payment, because it's a Veteran home loan, they are helping me with forbearance. I'm just a single mom of 4, paying for my divorce, school loans, providing for my children and my father that lives with me, while I'm out there saving lives, providing care to the community. How was I going to know that he is a con artist? Where are my rights as a consumer?
Business Response
Date: 08/11/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/28/2022
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.
Missing Points Account # ***************

have been having discussions with your company for the past month and do not seem to be getting anywhere. I applied and receive an American Express card with the understanding from your ads that after spending an amount of money would receive 100,000 points to my Hilton points account. Yet when I completed the purchases, I only received 80,000 points, I have included with this letter the ads that I used when applying for the card and as you can see it is listed at 100,000 points. Please review this document and provide me with the missing 20,000 points.
Business Response
Date: 08/19/2022
American Express mailed our response to the consumer today.
Customer Answer
Date: 08/25/2022
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]

Again I disagree with them. I have attached screen shot which I used to apply for their card and the point amount. I should have gotten 100,000 points and not eh 80,000 they gave me.

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

Sincerely,

*** ****

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]

That was no response. But I would not expect this company to answer my complaint, because they think they did nothing wrong.

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

Sincerely,

*** ****

Business Response
Date: 12/19/2022
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.
Initial Complaint
Date:07/26/2022
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.
15 U.S.C **** SECTION 602A. I HAVE THE RIGHT TO PRIVACY.15 U.S.C **** SECTION 604A. SECTION2: IT ALSO STATES A CONSUMER REPORTING AGENCY CANNOT FURNISH A ACCOUNT WITHOUT MY WRITTEN INSTRUCTIONS. 15 *********** (1)at any unusual time or place or a time or place known or which should be known to be inconvenient to the consumer. In the absence of knowledge of circumstances to the contrary, a debt collector shall assume that the convenient time for communicating with a consumer is after 8 oclock antemeridian and before 9 oclock postmeridian, local time at the consumers location;Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt
Business Response
Date: 08/04/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/26/2022
Type:Service or Repair 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.
I get a partial deposit of my payroll to my SERVE card every week. I usually get a dep each week Tuesday, this time it was June 20th. I got the email it came In and I was fine. I work in Hoboken NJ,I live in carteret every week I go into the same store and swipe at the counter machine to pay for my lunch on 6/21,,,,, on 6/23 I went to pay for my lunch and the funds were gone… I checked my account and saw there were 3 withdrawals from my account. The first try was the $300 dollars I had and they tried two more times which incurred fees for no bal .
I called serve immediately, I told the woman what was going on. She stated I had to fill out a form they would send to me! I had to wait a day for this form to come. It basically asked do anyone have my card. NO or number pin NO . Was the card with me YES. Did I give permission for a withdrawal NO. I finished the form and emailed it back.
They originally reversed the fees and said they would do an investigation. A week later I was denied. I called them and they said they investigated and found the transaction accurate. By that time I was looking on my live trans feed and saw a withdrawal was done at an atm but it didn’t say where, I had to wait on my statement. I asked what investigation did they do since I am speaking with representatives in India, I was rudely told I could appeal. I stated okay I want to appeal. This person turns around and states you have to fill out a form. I asked where is the form. She stated she will send In an emaiL. It’s the SAME form. Where I repeated the information after all there is nothing more I can add … I did not swipe $300 from my account at one time. While waiting for their response my monthly statement came through showing my precise transaction. I saw my lunch withdrawal on 6/21 and I saw the $300 & 2 failed attempts (fees) done right after the other, the place was roosevelt plaza IN PHILADELPHIA . I was at work in NJ, on 6/23. IT WASNT ME
Business Response
Date: 08/10/2022
We responded to the customer via written correspondence today.
Customer Answer
Date: 08/17/2022
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 received nothing but denials of my fraud complaint from Amex. Serve, no where was I given or told the reason why my claim is denied! How could I have been in PA when I work and live in Middlesex county NJ. This was my payroll we are talking about here. They gave me a form and I answered the same form truthfully twice. Yet they sent a letter justifying the decision AGAIN with no prof that I did this transaction. A close look at my withdrawals show I do them within my home state. I refuse to be regarded as a fraud for making this claim. Because that is what everyone is telling me , showing no proof of anything! If I did this then where is the proof/ picture/ and what is the business that state it was me. Since I started my job I know what go in every week Also I know what’s in my account, I have the mobile app to look so why would I constantly try and take out money and incur fees like that trying to get more I want proof of discrepancy. I mainly want my money returned to me, because that was NOT ME!

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

Sincerely,

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

Business Response
Date: 04/20/2023
We responded to the consumer via written correspondence today.
Customer Answer
Date: 05/04/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of returning my $300 plus fees is satisfactory to me and has been received. The matter has been resolved.
Thank you for allowing me to use this forum to resolve this issue! It’s been quite a ride.

Sincerely,

********* ** ******
Initial Complaint
Date:07/26/2022
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 signed up for Delta's gold skymiles card and was told that upon spending xyz amount i will receive 70k miles but 4 months went by and i called to check on my bonus miles and was told congrats you qualified but it takes time, now 2 months after that call i was told that upon reviewing the account it turns out because i have 2 other AMEX cards "not skymiles" then i would not qualify.
i immediately went online to check the legal disclosures only to read the following:

OFFER TERMS

Welcome offer not available to applicants who have or have had this or previous versions of this Card. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility.

this is completely illegal to "may/may not" do something as its against fair lending laws specially since my father has the same card/s and still received his miles which tells me they are doing things according to their feelings not guidlines.

i want to be very clear that my point is AMEX violated the fair lending laws
Business Response
Date: 08/16/2022
American Express mailed our response to the consumer today.
Customer Answer
Date: 08/25/2022
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 resolved the issue

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

Sincerely,

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

Business Response
Date: 08/31/2022
We mailed our response to the consumer on August 16, 2022. We respectfully request that the consumer allow 7 10 business days for mailing time.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

American Express Company is NOT a BBB Accredited Business.