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Business Profile

Credit Cards and Plans

American Express Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Cards and Plans.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

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American Express Company has 266 locations, listed below.

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    Customer Complaints Summary

    • 5,090 total complaints in the last 3 years.
    • 1,756 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2024

      Type:Customer Service 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 am unable to log into my account. I have tried all possible methods and reached many representatives. I even contacted the CEO of Amex. They still can not do anything.

      Business Response

      Date: 09/23/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:08/16/2024

      Type:Product 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 enrolled in the Amex Platinum Card program in July 2024 through their Global Transfer program. I have been an Amex Platinum Card holder since 2019 in *********, so I utilised Global Tranfer upon moving to ***************** in July 2024 based on the suggestion of Amex - I have received and use the Platinum Card, however, despite several calls to American Express, several services continue to be denied to me, despite me following the steps they gave me to resolve same.- In particular, the Amex ************ program (partnering with *****) is being denied. When I tried to enrol in this feature on their app, it told me I was 'missing demographics information'- I called Amex 5 times between July and August and was finally told that I needed to send a copy of my Social Security Card and my Passport by fax to Amex - At first, I was uncomfortable with this so I called Amex again to verify that this was the only way to resolve the issue and a second Amex customer service person assured me that this was the proper way to resolve it and that once they had received those, the '************' feature (which is a feature that all Amex Platinum Card holders have access to as party of the USD695 fee I have already paid) would be activated. - The following day I sent the information by fax and after doing so was told to call them within 48 hours to confirm it had been uploaded. I did so and they confirmed that their team had received it and that it shoud be uploaded soon and I should be able to log in to the feature on my app within 72 hours - Over a week passed and I was still given the same error message on the app. I called and after going through the whole story again after being on hold for 40 mins I was asked 'Do I have a US ID?'. This person clearly had no idea about the Amex Global Transfer program. They already have a copy of my Social Security Card and my Passport and all of the information from the Application Process. I need the feature activated now.

      Business Response

      Date: 09/06/2024

      American Express mailed our response to the consumer today.

      Customer Answer

      Date: 09/24/2024

      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. I thank the BBB for their assistance on also the people involved in resolving the issue.




       

    • Initial Complaint

      Date:08/16/2024

      Type:Customer Service 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 am writing to express my dissatisfaction with the customer service provided by *********************************************. Over the past few days, I have spent a total of six hours dealing with various issues, and the service has been subpar at best. The company has made multiple errors, causing significant frustration and inconvenience.On August 16th, 2024 I spent two and a half hours being transferred back and forth between different departments with no resolution to my issue. Each time I was transferred, I had to re-explain my situation, only to be passed on to yet another department. This resulted in a time-consuming and infuriating runaround that has left me with no answers or solutions.

      Business Response

      Date: 09/10/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/14/2024

      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 am writing to file a complaint against American Express regarding the handling of my account and the misinformation I received about my APR rate. My account number ends in *******. When I first applied for this card, I was informed that as a military member, I would qualify for a 0% APR. I was instructed to wait until my card arrived and then call again to request this APR adjustment. On December 8, 2023, before embarking on an international trip, I called American Express to inquire about the promised 0% APR. After a lengthy conversation, the representative confirmed that I qualified for the 0% APR and processed the adjustment. I double-checked multiple times with the representative to ensure that my card would indeed have a 0% APR, and he assured me it was correct. Based on this information, I decided to use my Amex card for all my travel expenses, despite having other cards available, to accumulate miles for future use. However, when I checked my statement in February 2024, I was surprised to see interest charges applied.I contacted customer service and explained the situation. I was informed that an investigation would be conducted, and they would review the recorded call where I was promised the 0% APR. After two weeks, I followed up and spoke with a manager who confirmed that they had listened to the call and verified that the representative had indeed promised the 0% APR. However, the manager stated that my account did not qualify for the 0% APR, and despite the assurances I received from two different representatives on separate occasions, they could not honor the promise. After hours of discussion, the manager informed me that there was nothing they could do and that my account would continue to accrue interest until the balance was paid off. I requested a copy of the recorded conversation, as I intend to seek legal advice from Army lawyers, but was told that they could only provide the recording if subpoenaed.

      Business Response

      Date: 08/22/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:08/13/2024

      Type:Billing 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 have 6 credit cards with Amex.I added ****** Coffee promotion to my gold card, using AmEx app, on/before July 27th.The promo ID for that promotion is: BONUS ID: **** **** ****: **********Details of the promotion: 'Spend $25 or more, get ***** Membership Rewards points, up to 3 times'.AFTER it was added&visible in 'Added to Card' section of 'Offers' menu of my gold card, I made a purchase, online, using gold card, using ApplePay. The promotion was not recognized&bonus points were not awarded.I contacted Amex, using their iOS app chat. First, I was told that the promo is not recognized as added under my account. Then, I was told it is not recognized because I used ApplePay.After several more incompetent&useless 'answers' I called Amex. I was told that the promo is added 'online' but not added in AmEx system (how that's even possible)&that using ApplePay has no bearing on the promo being recognized. The agent opened a ticket: ***** H34J. That was on 8/1/24.After that, I added Dior Beauty promotion BONUS ID: ***** ***** ********* - 'Spend $130 or morem get ***** Membership Rewards points' to my GOLD CARD AND another Dior Beauty promotion to my BEVY CARD - BONUS ID: ***** **** *********- 'Get +20 Marriott Convoy points per eligible dollar spent, up to ***** points'. Both were added using AmEx website.I made required purchases on August 4th. The promotion for the Gold card WAS credited with extra points but the one for Bevy card was NOT. I contacted customer service and was told AGAIN that that promotion, for Bevy card, is added online to my account but not in AmEx system. I opened another ticket: ***** ****. After 8/4/24, I contacted Amex MULTIPLE times. I am getting no help/answers/solutions, only lip service asking me to wait 6-8 or more weeks. There is no way to escalate this serious issue. I don't know which promotions will be recognized, I am not getting my points due.I AM PAYING ANNUAL FEE FOR BOTH CARDS yet, features Im paying for are not working.

      Customer Answer

      Date: 08/15/2024

      Better Business Bureau:

      The business didnt reply to my complaint ID ******** but the reward points due, that my complaint was seeking, were awarded to me yesterday therefore Id like to close this complaint.

      Sincerely,

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



       

    • Initial Complaint

      Date:08/13/2024

      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.
      American express closed my credit card without giving any notice. This card was my oldest account I want to keep. But their action decreased my credit score by 30 points. Also when I called them, they lied about sending an email to me, I kept all my email from American Express but there is no such email saying they would close my account, otherwise I would have noticed and have taken actions much earlier. They tried very hard to make me open new accounts although I stated over and over again that I do not want to open a new credit card but want my old card back, They promised me to call me back the next day but they never called back about the issue for these two weeks. I do not want to open a new credit card but want my account to be reinstated and back to where it was.

      Business Response

      Date: 08/26/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/12/2024

      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.
      Purchased a gift card from American Express a year or so ago that amounted to $2000. The gift card was not usable online or in-person. Tried to receive refund from **** and was told they would mail a check but they haven't and still continue not to after 6 months of calling and asking for the refund check. No tracking has been provided or confirmation of the check being sent.

      Business Response

      Date: 08/27/2024

      we mailed our response to the consumer today

    • Initial Complaint

      Date:08/09/2024

      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.
      **** with a balance of ******** charge off February 2024 sold to a collection agency called: ******************. ****************** sends me numerous emails on this account which is proof that it was sold. **** is not reporting this account sold it just says closed.I am requesting the issuance of a 1099-C form for the charge-off account listed on my credit report. According to the Fair Credit Reporting Act (FCRA) and Code 15 U.S.C. 1681e(b), income that has been reported to the *** via a 1099-C cannot also be reported as a delinquent debt on a credit report. This is further supported by the ruling in ************* *. ********, 36 F.3d 1214. This account has taken as a loss when transferred to the a third party ******************. I am responsible for filing this account as income on my tax return and it is against the law for a creditor to take a loss and show this as charge off on a consumer credit report.

      Business Response

      Date: 08/19/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:08/08/2024

      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 been a long customer of ********************. My iPhone broke and now it is no way to get back into my account. I tried several times to contact customer service. My SSI money is in ********************** account about 400 and some dollars. I contacted cooperate And got in touch today, they are doing what they can. and hopefully i can get a check, but I would them to deposit it in my new bank account.

      Business Response

      Date: 08/27/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:08/08/2024

      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 had an AMEX Platinum card (ending in *****), which I closed in April 2024 after ensuring that my entire balance was paid and there were no pending charges. To my surprise, I received a statement in July 2024 indicating that I owe approximately $80, despite having destroyed my Platinum card after canceling it.Upon contacting AMEX customer service to inquire and dispute the charge, I was informed that $50 charge was for a reverse credit related to a purchase made in December 2023, along with a $29 late fee. I disputed the legality of both the charge and the late fee, explaining to the supervisor, ******* (OP ID ********, that I no longer have records of my 2023 purchases and that I had confirmed a $0 balance when I closed my card. ******* maintained that the charge was valid but offered to cancel only the late fee.I do not recognize this charge and believe that AMEX is engaging in unfair and misleading practices. Cardholders are typically given 4-6 weeks to dispute a charge, yet AMEX has taken 8 months to apply this charge. I intend to dispute this matter with the Better Business Bureau (BBB) and any other relevant entities that will accept my complaint.

      Business Response

      Date: 08/23/2024

      We previously responded directly to *********************** in a letter dated August 16, 2024. As *********************** has not provided new information to which we can respond, no new response will be sent.

    American Express Company is NOT a BBB Accredited Business.

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