Business Profile

Credit Cards and Plans

American Express Company

This business is NOT BBB Accredited.

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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

5,082 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:08/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid off my American Express bill on July 5, 2024 directly online at ******************* and the company still sent my account to a collection agency even though they sent me a zero balance statement. I emailed the collection company and explained I had paid the account in full and didn't want to be contacted again. Today, August 3, 2024, American Express sends me a letter stating they received my correspondence with them and they will be updating my privacy. First, I did not contact them, I contacted the collection agency they sent my account to after my account was paid off and instructed that I didn't want them to contact me. I was expecting a letter from either the collection company or American Express advising that my account was pulled from the collection agency and apologizing for their error.
Business Response
Date: 08/15/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:08/01/2024
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.
We received a $500 AMEX gift card from my husband's boss as a wedding gift. We received the physical card on Friday, June 14. On the same day, my husband called the 1800 number on the back of the card to activate it and check the balance - the automated service said the card had a value of $500 on it. The next day, Saturday June 15th, we attempted to use the gift card at Whole Foods in *********, **. The card did not work. After we left the store, we called the number on the back of the card to see what was going on. At that point, the automated service said the balance on the card was $0. We had NOT used the card anywhere. We got transferred to a customer service *** who indeed confirmed the balance on the card was now $0 and we asked him to file a dispute. On Friday, July 12, we received an email from ****** Dispute Resolution stating our dispute was declined. They did not provide any further information on the case. I responded on July 29th asking to appeal the decision after an unsuccessful phone call with ******. They responded saying "After a thorough review, we have determined the Card information was provided by you to complete the transactions in question." I responded asking for proof of this so I can escalate appropriately. I checked the balance of the gift card again online, and this time see 3 purchases were made at a LONGS store in ********, ******! Almost ***** miles away from where we live! I have followed up with Incomm asking them to provide proof that we gave the card number to someone to make these purchases and they have gone silent. I followed up again, still no response. As you can understand, there is no way we would have been able to make physical purchases using the gift card 5000 miles away from where we live, less than 12 hours after we received the card. Grateful for any assistance.
Business Response
Date: 08/16/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 09/11/2024
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:

We would like to appeal the decision. We are being penalized for something we did not do and have no control over. While googling our situation to see if anyone else has experienced this, there were numerous other people who have and are stating this is a scam. It is unfair that we received a wedding gift from my husband's boss (of $500!) and someone was able to virtually access the card/funds over 4,000 miles away from us. This is really disappointing and will not be using AMEX moving forward.

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

Sincerely,

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

Customer Answer
Date: 10/01/2024
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:

there has been no change from the last time I completed this. We still don't understand why we are being penalized for a known scam/fraudulent action done by someone else. $500 is a lot of money we lost out on, to no fault of our own.

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

Sincerely,

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

Business Response
Date: 10/09/2024
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.
We consider the matter closed and no response will be sent to the consumer.
Initial Complaint
Date:08/01/2024
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 am very frustrated, I love American Express and their customer service but they refuse to increase my credit limit , my credit limit has been stuck at $1000 for years while members of my family three of them have their credit increased to $20.000 in the same time frame. I pay the card off in the same billing cycle and make several payments during the the billing cycle to pay off the balance. I read on several reviews plenty of other members with credit scores lower then mine, more debt to income ratio and lower income have had their credit limit increased several times. I have been a member with American Express for four years, there has been bo increase of my credit card limit at all neither automatically or when I have asked for an increase. Please American Express increase my limit . Thank you for your help.
Business Response
Date: 08/05/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 08/20/2024
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.

Sincerely,

***********************
Initial Complaint
Date:08/01/2024
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.
American Express has a new $15 monthly **** cash benefit. When I went into the **** app, it said I was enrolled. I did not see the $15 benefit anywhere and assumed that American Express would make an adjustment on my statement for $15. When I called american Express today, they said I had to sign up for the program first. When I was in the **** app it said I was already signed up. The **** App did not say I needed to call American Express and sign up in order to get the benefit.
Business Response
Date: 08/16/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:07/29/2024
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.
In February of 2024, I purchased tickets through AmEx Travel. The purchase was presented as Delta flights, with Virgin Atlantic (**) providing one leg of the journey as a codeshare partner with Delta. The confirmation email from AmEx Travel also confirmed this (the document has been provided).When I called AmEx in May to cancel the trip, I was informed by the first ****** I spoke with that the flights were non-refundable, AND there was no eCredits. That's when I found out the tickets were purchased through VA. I told her the end result was unacceptable, after which she filed a Global Complaint on my behalf. #*********** When I had not heard anything, I went into AmEx Travel to check the status of the complaint, I noticed I could then cancel my flights, and was happy to see they showed Delta as the provider (a photo has been provided). As I went through the process of canceling, the cautionary pop-up also reflected Delta (a photo has been provided). I canceled the trip, assuming the earlier complaint had been solved.I waited a few days before going into AmEx Travel to confirm my Delta eCredits were available and was surprised to see they were for VA. On 06/01, I called back AmEx Travel and spoke with a 2nd ***** who told me she would reach out to VA to see what could be done to switch the credits over to Delta; this did not happen. This has been going back and forth for more than 2 months. Bottom line: If I had known the tickets were not being purchased through *****, I would have canceled in the first 24 hours of booking and booked myself with Delta to ensure that if I did need to cancel, the eCredits would be with Delta.This dispute has been going on so long now that I have had to purchase new tickets directly with Delta and the eCredits are no longer of value to me as I don't have any additional travel planned where I could use the eCredits before they expired. A refund from AmEx Travel for the misrepresented ticket ($6308.10) should be the result.
Business Response
Date: 08/05/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:07/29/2024
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.
On 2/18/24 I purchased an item from Cettire for $584.97 using my Amex card ending in x****. I returned it immediately upon delivery. 2 weeks later Cettire sent the item back making fraudulent claims it was damaged and they could not return it. A tactic they have used repeatedly on customers. I immediately filed a dispute with Amex. Amex charged back the amount, while the investigation was active. In retaliation, Cettire deactivated a store credit I had with them for $553.55. Amex unfortunately wrongly sided with Cettire, and charged me back for the original $584.97 item. But Cettire refused to refund me the amount of the store credit they deactivated. I have many emails from them stating they wont do it, and I have to take this up with Amex. There are thousands of complaints online of customers getting scammed out of significant amounts of money. Orders never fulfilled. Boxes arriving empty. Fake items. Used items. Returns that are never refunded. Reusing returns & falsely documents claiming they are damaged. Duty Import Fee scams. The list goes on. But the fact that they deactivated a credit in retaliation for Amex charging back the amount temporarily, and then refusing to reimburse it after Amex paid them is theft. Ive been working on this for 5 months without success with *************** to get my money back. Months of emails backing everything up. Amex has screwed up repeatedly. Amex refuses to reopen the case and help me get my money back, since they closed the dispute. I even filed with Amex Arbitration, AND NEVER HEARD BACK! I have been an amex customer for 20 years, and run my entire business/personal finances through Amex, and I need them to help me with a fraudulent vendor who stole money backed by tons of evidence, but they have refused to work with me and help me get my money back. At this point, **** is responsible for the stolen money, since Cettire says I have to take this up with Amex. $1138.52 to be refunded.
Business Response
Date: 08/19/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:07/29/2024
Type:Billing 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 responded to an offer for a rebate of $11.99 for up to 3 payments of Paramount+. I paid on the website, just as instructed. The first time I was reimbursed. In the meantime, American Express repeated advised adding my American Express payment availability to ****** and Amazon. I added it to ****** and used it to pay Paramount+. Now, I am told that I don't qualify for the rebate. I asked to dispute the payment and was told it would take 10 business days to review. A company like American Express needs 10 business days to review reversing an $11.99 charge that I have been making through my checking account before they made such a kind offer?!! What is this world coming to?!!!
Business Response
Date: 08/14/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 08/26/2024
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.

Sincerely,

***************************
Initial Complaint
Date:07/26/2024
Type:Product Issues
Status:
UnresolvedMore 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 June 20, 2023, I opened a savings account with Amercian **********************. I began depositing $150.00 a month to the account. On July 25, 2024, I contacted American Express requesting a withdrawal of my funds for a emergency. I was told that my account was closed via telephone and that in order form me to retrieve my funds I would have to contact my bank (MCU) and request they do a RECALL on all the checks that was sent in order to get my money from the closed account. I reached out to my bank and they informed me there was no way they could do such a thing and American Express would have to refund my money. At American Express I spoke with a gentleman by the name of ***** from the fraud department who gave me those instructions to give to my bank. He also informed me that my money was frozen indefinitely. I asked him if American Express closed my account and why didn't send me a check. He told me that's not how it's done. I along with my bank were left confused at the request of American Express. if I had not contacted them today 7/25/24 they would have held my money indefinitely. I feel they should return my funds immediately since they decided to close my account. I want my funds returned because they in my opinion are making a ridiculous request that my bank (MCU) do a RECALL from 6/20/2023 of all the checks forwarded to my American Express account so that I can get my money out of that closed account. The last transaction I noticed from my bank (MCU) to American Express was on April 11, 2024.
Business Response
Date: 08/16/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 08/21/2024
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 any documentation from American Express to date. They have not responded to the complaint you submitted on my behalf. This is very upsetting to me because of
the circumstances I needed to retrieve my funds on July 25, 2024. It seems to me that American Express do not plan to release my money therefore I did reach out the the State regarding this
issue as well.

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

Sincerely,

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

Business Response
Date: 08/22/2024
We mailed our response to the consumer on August 16, 2024. We respectfully request that the consumer allow 7 10 business days for mailing time.
Customer Answer
Date: 09/06/2024
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:

Good morning,

Each time I received a response from BBB I answered and according to my email the response was delivered. Recently, you sent me a email stating that I have not answered and your closing my complaint. Under these circumstances in which my response to and from your office and each time not receiving a response from American Express can only mean one thing. American Express has stole my money and BBB will not pursue them for doing so. I served the City of ******** employed by NYPD for ********************************************************************************************************** which I can resolve it. Therefore, I am requesting you send me the response to my initial complaint along with your requesting an answer from American Express for my records.

Respectfully,

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

Sincerely,

************************************
Initial Complaint
Date:07/25/2024
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 October 12, 2024, I signed up and paid for a private American Express **************** on ***** called Nerdville. The group was founded and managed by Rohit **** ***** along with his sister, **** *****. I was charged $2,300 to join this group that promised to earn me over 3 million American Express Membership Rewards points through American Express Platinum (Personal and Business) cards and credit card referrals with bonuses. **** ***** ***** of Encino, ********** guaranteed that the American Express Membership Reward points earning methods that he perfected would also earn me 3+ million points. I paid him and **** ***** a $2,300 fee for admission into their group that was sponsored by American Express and did not receive what I paid for. **** ***** ***** promised that his group was sponsored and sanctioned by American Express and the credit card bonus referral links were directly sent to him by American Express. Its unfair and unscrupulous that American Express would support and sanction the *************** and not back up the membership rewards earnings claims. His credit card bonus application links and referral links via American Express didnt earn me the bonus points that were promised. I am asking for the Amex RAT to step in and assist me.
Business Response
Date: 08/09/2024
This complaint includes an unauthorized third party. Due to Third Party Disclosure Laws and American Express privacy policy, we are unable to share information related to this complaint with this third party. Before we are able to proceed with this complaint, the Card Member will need to provide a contact number at which we can reach them to obtain authorization to share our response with the third party.
Customer Answer
Date: 08/20/2024
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]
I can be reached by American Express at ************** or **************

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

Sincerely,

****** ***

Customer Answer
Date: 09/18/2024
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]
I haven't been refunded yet by Rohit **** ***** or American Express yet.

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

Sincerely,

****** ***

Business Response
Date: 10/07/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:07/23/2024
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 is refusing to issue me a 1099-C, which is required by the *** if they cancel or charge-off any debt $600 or higher.I have tried 3x to have them send me a 1099-C form but they want to keep their charge-off on my personal credit report. I had to receive survey and fell on hard times and AMEX has ruined my credit report.
Business Response
Date: 07/31/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 08/15/2024
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]
They never preformed an investigation into my dispute.

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

Sincerely,

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

Business Response
Date: 08/23/2024
American Express mailed our response to the consumer today

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American Express Company is NOT a BBB Accredited Business.