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:07/25/2022
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.
Hi Team , I am amex customer and I got an offer on 2022 Jan that If I switch my card to Amex Blue cash Preferred from Normal Blue cash credit card and spend $1000 in the first three months they will offer $150 statement credit .I enrolled for the offer got new card and spent $1400 within first 2 months (60) days and fulfilled all conditions to get the bonus .And in each 15 days I contacted chat support of Amex to confirm if I am qualified ,they confirmed each time I am qualified and asked me to wait for getting the bonus .Thus when after numerous complaints when 6 months crossed one fine day they came up with a proposal we cannot issue $150 statement credit as I am not qualified .They have the database to see which customer qualified for the card and which customer did not.So why fraudulently they are sending the promotional offer accepting it issuing new card confirming I am qualified for bonus for 6 months until finally I am told I will not get the bonus .Please help me getting the bonus as this is banks fault .They are doing mal practice to use tactics to convert customer to get prefrerred card without obliging bonus outlined .Last five digit of my Amex card number is *****
Business Response
Date: 08/15/2022
We responded to the consumer via written correspondence today
Customer Answer
Date: 09/01/2022
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]
It did not gave me credit of $150 even after amex send me link to upgrade .When I was not qualified why it send me ,link to upgrade .This is mal practrice and warn other customer of this bank for the same .

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

Sincerely,

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

Business Response
Date: 10/13/2022
While we regret the consumer's dissatisfaction, our position on this matter has not changed. The terms and conditions of the offer were provided prior to the upgrade. We must respectfully advise that American Express considers this matter closed. Correspondence received by this office regarding this matter will be filed but we will not respond.
Initial Complaint
Date:07/25/2022
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 and I have experienced serious issues in communicating regarding a rare late payment by me to pay for my April 2022 balance. (This is only the second instance in my family's and my twenty-year history with American Express of a failure to pay on time.) On May 29, a representative informed me that one penalty fee would be waived as long as I set up pay by phone. I 'paid by phone' with the representative, feeling that the issue had been resolved. However, this representative failed to inform me about the issue of 'trailing interest.' On or about June 21, I spoke to a representative rashly about my confusion of further interest payments, not knowing about the terms of 'trailing interest.' Following that interaction, I intentionally paid immediately and overpaid my next balance to offset increasing interest penalty fees. In a second phone call shortly prior to June 25 (see attached email) where I was seeking further clarification, a representative agreed with me and assured me that my overpayment should have defrayed any further penalties. The wording of the attached email implies that I am due a credit of $63 (Dispute Reference Number: *******) due to these overpayments. In a phone call on July 21, 2022 from 11:17am to 11:46am where I inquired about why this amount had not appeared on my online account as a credit, a representative informed me that the email dated June 25 should never have been made and that I was in no way entitled to the refund of the $63 or any other benefits of a subsequent overpayment I made for my June 2022 balance.
I strongly feel that I am entitled to these two things: 1) the promised credit of $63 as implied in the June 25 email; and, 2) a full and simple auditing and explanation of what has taken place since May 29, including charts/graphs, manner of calculating penalty fees, etc., preferably presented in chronological order.
Thank you very much for your attention to my complaint.
Sincerely,
******* ********
Business Response
Date: 08/12/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/22/2022
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.
They closed my credit card due to an insufficient funds transaction.

When I upgraded my account in 06/2022 My bank account number/ information changed without me knowing.

I tried to make payments but they kept bouncing even though the balance was still available.
Business Response
Date: 08/02/2022
We mailed our response to the consumer today.
Initial Complaint
Date:07/21/2022
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.
American Express sent me a card a few years back called SERVE with an ISIS symbol and I have tried to call and get online to close the credit card account EVERY YEAR! Their first response was, "We dont close prepaid cards you have to keep it" What the actual???!!! and now there is no way to even get to an actual live person pressing 1s and 0s just gives a hang up on you. I tried to get online and activate to close that didnt work either and now they want to send me a new card with a $7.95/month fee lol ok for what I never use the card at all ever especially since the whole ISIS political threats. I want them to close my account and send me confirmation that it is closed and a refund of any fees if applicable.
Business Response
Date: 08/01/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/20/2022
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.
On 7/18/22 I got home from work and opened my husband's American Express bill. I noticed that his minimum due was $ 109.00, and he had a past due amount of $ 40.00. I checked my statement from American Express on my bill. ( We both have American Express accounts)
I could see that a payment of $ 50.00 posted to my account on 6/23/22, and another $ 50.00 posted to my account on 6/24/22.I knew a mistake had been made because the second payment from 6/24/22 came from my husbands account after checking his bank account. I have had this problem before as I pay on the website every month. I also noticed on my husband's statement his APR had been raised to 29.99% as a penalty for being late.
I called customer care 1-888-258-3741 and spoke to an Agent. I explained that I am disabled due to having two strokes, and have had this problem before. I asked that the $ 50.00 payment from 6/24/22 be moved to my husband's account, and that I have the late fee removed. The Agent refused my request. I have been a member for more than 5 years, and have never had a late fee on my or my husband's account before.
I asked to speak to a Supervisor to explain my situation. He said " A Supervisor won't help you". He placed me on a 20 minute hold for a Supervisor. When he came back on the line he said there wasn't a Supervisor available to talk to me about my issue. He said I would get a call back in 24 hours. Today is 7/20/22 and I have not received a call back, and my issue still remains without resolution. Customer care was very rude to me for as long as I have been a good customer. I don't understand why the payment from my account could not be applied to his account. They have done this serval time for us over the years. I also have 2 accounts with Discover as well as and Home Depot that have helped me make this type of correction.
Business Response
Date: 09/09/2022
We responded to the consumer via written correspondence today
Initial Complaint
Date:07/19/2022
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.
Set-up AMX auto-pay which was working well. Then tried to make an extra payment for $1K on 5/6. System applied it to 6/6 statement - and payment took precedent over my full auto-payment. Realized the issue on 6/8 and made full statement payment. Spoke with agent after got hit with $201.55 interest charge on 6/10. Agent said AMX would investigate the issue and I'd get response with 7-10 days. Expressed concern that I'd get additional interest charges. She said to call back if that happened. It happened! Never heard from AMX via phone, email, text message. Just got more interest charges. Continued to payoff statement balance and got hit with another interest charges for $232.02 on 7/12. Spoke with agent on 7/18, he had no ability for resolution. Said I'd get a call from AMX to resolve. Already been down that road. Reaching out to you for help. I'm paying my statement balance each month and AMX is still hitting me with ridiculous interest charges.
Business Response
Date: 08/03/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/19/2022
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.
This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.

AMEX ACCT #: **************** BAL. $7,810.00

Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.
Business Response
Date: 08/03/2022
We responded to the consumer via written correspondence today.
Initial Complaint
Date:07/15/2022
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.
Amex cancelled my account without reason or warning. They charged me annual membership fees for myself and my additional cardholders on the Centurion account exceeding $35,000 for the year. However, they refused to refund even a prorated portion of those fees, even though the fees were for a year and I was not given the opportunity to have the membership for the entire year.

This is not right or ethical, any business that takes a membership fee and then denies the member their membership against their will at least refunds or prorates a refund of their membership fee since they cannot access the benefits. I am only asking for a refund or prorated refund of the membership fees.
Business Response
Date: 07/28/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 08/09/2022
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]

Did not get an answer from business as stated.

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

Sincerely,

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

Customer Answer
Date: 09/08/2022
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]

Did not receive a response

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

Sincerely,

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

Business Response
Date: 10/14/2022
We
mailed our response to the consumer at the address provided by the consumer within
the complaint on July 28, 2022 and on August 19, 2022.
We re-mailed the same response again today, October 14, 2022. We request that
the consumer allow 7 – 10 business days for mailing time. Thank You
Initial Complaint
Date:07/14/2022
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.
Hello,

I have a small, honest startup business. I ship large products that are expensive to ship to customers, and our return policy does not include return shipping. We also charge for boxes that have been opened prior to being returned, as they cannot be returned at full price. That is because we also offer a 1-year warranty against any defects, and replace any items that may be damaged or broken.

Recently, a customer of ours was upset about a shipping delay caused by our shipper, who is a nationally recognized and reputable carrier. The customer was upset about shipping delays, and filed a complaint with Amex. The customer was returned the full amount of the purchase by Amex, and an additional $15 was taken from our business to handle the chargeback.

While Amex is certainly welcome to protect it's customers against fraud, it is not welcome to take money from our honest business whenever it feels like it. We request that Amex return the money taken from us ($778.48). The purchase Authorization Key is pi_***********************. (BBB - please hide the authorization key from view of others).

Amex is not allowed to set our polices for us, which are fair, reasonable and available for all customers to view.

Thank you.
Business Response
Date: 07/29/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 08/09/2022
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 not received a coherent response from American Express. They seem to be telling me that they are not responsible, and have decided to do it with a written letter that will be difficult to record on the record. They state that "we unfortunately do not have any additional information related to the chargeback referenced in your complaint."
- Does this mean you need additional information from me in order to assist?
- Are you stating that the chargeback decision was not made by American Express?
- If you did not make this decision, then who did?
Please send direct answers to these questions so that I can get this resolved.

Sincerely,

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

Business Response
Date: 03/01/2023
American Express mailed our response to the consumer today.
Customer Answer
Date: 03/17/2023
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:
It would be nice if BBB gave me greater time to respond, as it gives to the businesses it works with.

In either event, Amex has once again not directly answered the question of who the bank is. They once again say I need to contact Stripe, and state that "Stripe has designated representatives that are able to reach out to American Express Merchant Services to inquire about the details of these claims." I would like to respond as follows:

"Dear Amex, As previously stated, I have reached out to Stripe and their response was 'Unfortunately, it appears the Complainant is unaware of the role Stripe plays in a customer dispute. Stripe is the payment processor. A customer dispute is initiated, investigated, and decided by the issuing bank of the customer.' I have asked you directly who the issuing bank was and you have not responded. I am following up with three important questions. Your direct responses to each of these questions would demonstrate your willingness to help. As of this writing, you do not seem to want to answer direct questions or provide information that will help to resolve this case.
- Who is the issuing bank?
- How should I contact Stripe? Please provide a phone number or email address.
- Are you able to reach out to Stripe directly, to avoid this constant back and forth where my questions are not answered and this issue remains unresolved?
Thank you"

Sincerely,

*************************
Initial Complaint
Date:07/13/2022
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 was charged interest on April 10 for $755.71
And again may 11 for 764.95. We called amex and they said they would take it off within 72 hours and it never did so we called back a few weeks later and they said the same thing. 72 hours. They still didn't so I did a chat and was told that the person I was talking to specifically would talk to the ones who took the call and personally contact me within 72 hours and again, they never did. I told him if it wasn't resolved I was reporting it to the better business bureau. I waited several weeks but im sock of it. I can get exact dates and times for the phone calls if necessary. We also have the phone calls recorded.
Business Response
Date: 08/10/2022
We responded to the consumer via written correspondence today.
Customer Answer
Date: 08/12/2022
Respinse not received, got told for the 5th or 6th time it would be foxed in u2 hours and it still hasnt been

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]

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

Sincerely,

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

Business Response
Date: 08/17/2022
We
mailed our response to the consumer on August 10, 2022. We respectfully request
that the consumer allows 7 – 10 business days for mailing time. Please be
advised that we are unable to fax our response or respond by any other means
for privacy reasons, your understanding is appreciated. Thank You.

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

Customer Answer

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

Complaint statuses

Business Response

Customer Answer

Customer Answer

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.