American Express
reviews and complaints

I deposited 10,000 into a new HYS at American Express and they put a hold on my account and would not tell me why and I had to upload bank statements proving the account I was transferring money into was mine. I did that on February 23rd, 2023 and my account is still on hold as of March 4th, 2023 and I called today and the department I need to speak with in not available during the weekend.

I am so upset that I do not have access to my money. They are holding my money hostage and didn't even have the decency to call me on Friday and just decided it was ok to leave me without any money for 11 days?

As soon as the issue is resolved I will taking my money to a "regular" bank that I can actually see someone and they can't hide behind a computer screen.

I applied for, and was approved to receive a AE Delta sky miles card in early July, 2022. The offer was 70,000 bonus miles if I made $3,000 in purchases within 3 months. On Sept. 24 I called AE to clarify the time frame was in which the qualifying purchase had to be made. I was told 3 months after I got the card which was late July, 2022. I made a purchase of $3500+ on Oct 21, 2022. Beginning in November, 2022, when the bonus miles did not show up, I repeatedly contacted customer service and for at least the 1st 3 times from Nov. 10th to the beginning of Feb., 2023 I was told I did qualify for the miles. Then I was told they had to do a review, wait 3-5 business days. 7 days passed. I contacted them again. "Someone will call you in 2-3 business days". Another 7 days passed. This morning I called and was told that in spite of all customer service representatives giving me false information, I did not qualify for the bonus miles. No fewer than 6 customer service representatives gave me the false information beginning with the representative who gave me false info on the qualifying purchase timeline. I have been scammed and AE is terrible for not admitting to their error in telling me it was from the day of approval, not the day of receipt of card. My qualifying purchase could have been made the day, Sept. 24.

On September 09, 2022, I booked a round trip flight on United Airlines from Reno, NV to Kona, Hi. for October 03, 2022 return date of October 07, 2022, the ticket price for myself and my family was $6,000. I charged the amount to my American Express card (Hilton Honors) [protected]. Airline Confirmation H41GDR Amex Trip ID [protected]. Later, on the same date within minutes, I found another flight on United Airlines for the same date at a better price and with better connections.

The following morning on September 10, 2022, I received an e-mail, from American Express stating that my original ticket had been canceled and the canceled itinerary number was [protected].

My account was charged $6500 and the amount still shows on my statements. I have spent several hours trying to solve this problem, plus several e-mails. I have been charged interest plus my credit rating has been ruined and my credit limit was increased without my request.

American Express
PO Box 981532
El Paso, TX 79998
January 27, 2023
Reference Number: D-[protected]
Business: Cheapcarribean.com
Amount $1,515.00
Date: Aug 15 2022
Dear American Express:

Over the past several years, my husband and I have used Cheapcarribean.com to book over 5 trips with them. We have never experienced any problems with them. But this past August 15th, 2022 we booked a 4 day trip to the Dominican Republic with them. Jan 9 -14th, 2023. We PAID upfront for them to purchase plane tickets and resort fees. Here is the bill, it includes flight, rooms and transport for airport.

On Dec 6th 2022 I received a notice stating the prices for the flight was increasing by $620 per person! We immediately called up Cheap Caribbean and cancelled the trip! It took me over an hour and a half but finally they agreed to FULLY REFUND MY TRIP!
On Dec 8th 2022 I received a notice from Cheap Caribbean offering trip credits. They couldn’t manage this trip, why would I want to use them again? They TOLD me over the phone they would refund me my money. Is there a record of their phone calls?

This is when I contacted American Express to explain to them I wasn’t going to pay for this trip (it never happened yet) and explained what had happened. I opened a dispute and figured it was ok.
I was credited back the amount on my Amex card and thought it was all set. On Jan 25th I received a letter from Amex stating I WAS BEING REBILLED for this trip. WHY? I did what I was supposed to do. Cheapcarribean breached our original contract! We paid for plane fare on Aug 15th

I am having health issues and this is the last thing I need is to be stressed out over a bill I thought was RESOLVED. WE DID NOT EVEN GO and PAID for a trip in advance. They should be paying us back interest on our money they used.
Please review this and put and end to this. How can they bill us for a trip we never took. We have taken every reasonable action to cancel as soon as we saw the increase in flight. They should have have just given us back our money without a problem.

Thank you for looking into this
Janet Boyd
66 Keay Rd
Berwick, ME 03901

January 23, 2023
Dear American Express,

I am unsure as to why you are sending me this information as I already have an account with you and have for several years. Please note that I have sent this information to 3 different department at American Express. I want this resolved today!
Letter ref# 202234956000042USD
My card AMEX Platinum card #[protected]

This card was involved in some fraud on October 24th, 2022. I reported the fraud that day as I had the card in my possession and there were charges being made on it.
On October 24th, 2022, I was told to cut my card up and I would be sent a new card. I was also told I would need to have my account transferred to a different account # because of the fraud that was committed. I then was promised a new card under a new account # within 10 days.

I called AGAIN on January 16th, 2023, I talked to David in Customer Service. He assured me that the information you needed had been collected and my new card would arrive in 3-5 business days. The information I gave him is the same information you are asking for in this letter.
Please note the call to David was my 9th call to American Express in the past 3 months, to try to get a replacement card sent to my mailing address.

I do not understand what the problem is? I keep calling, you tell me my card will be sent in the next 5-7 business days and nothing happens. This past phone call resulted in me receiving this letter. (See attached)
I need my card and I want all my points transferred appropriately to m new account. I have enclosed the information that you have asked for even through it was given to David, on January 16th, 2023, during the hours of 7:00-7:15pm.

I would advise you to look at my account and the many phone calls I have made simply trying to get a replacement card.
To be nice….. I will say this, I am furious that I can’t seem to get anyone to help me. I am continually told that the “back room” will be emailed, and this problem will be resolved immediately.
The problem isn’t fixed!
I still have no replacement card?
It has now been 3 months that I have been without a card.
Here is the information you requested in the letter which I included:

Address:

Wendy J Jones
11616 S Sky Atlas Ln
Draper UT 84020
Bank title:
Bank information: Mountain America Credit Union, Draper UT
Monday – Friday 9:00am - 6:00pm MST
Branch Phone # [protected]

Please contact me immediately regarding this situation. I want my new card overnighted immediately. This is unacceptable practice for any company, especially American Express which I have always held with high regard.

If my card is not delivered to my address within the next 2-3 days:
1. I will be canceling my account.
2. AMEX will be allowing me to keep ALL my reward points regardless of my card.
3. AMEX will be refunding me my membership fee that was recently paid for the year.
Sincerely,
Wendy J Jones
[protected]
[protected]@gmail.com

I was gifted a card in Dec 2021. I never opened the envelope until Nov 2022. At that time I found out the card number had already been used on July 7, 2022 from PayPal. I immediately called to report the fraud 11-26-22. I called American Express who told me who the payment was thru & to file a complaint with them. I called the merchant who told me I needed American Express to file a grievance of unauthorized transaction with them. I called American Express back and told them they needed to file an unauthorized dispute with PayPal and AmEx told me PayPal has to file one with them. In the end - after two months of trying - calling again Nov 29, Dec 17 & Jan 21 - explaining each time I needed a dispute filed. I was told - sorry there’s nothing we can do - call the merchant. The merchant told me they didn’t have a dispute to file because they received their money. It was American Express I needed to have file a dispute with them.

Did my part by spending the required amount and received a $350.00 credit. Always paid on time. Approx. 11/22 I inquired as to the annual fee and was told the fee could be waved by using a different account. I asked twice if the change would affect rewards and was told I would have less reward offers but would not affect any already used. So I agreed. First of 12/22 I got a notice of a reward reversal of $350.00 because I downgraded the card. I was not told it was a downgrade, only to end the annual fee. I called customer service immediately and explained what I thought was an error on AMEX side and I disputed the charge. I was told someone would review the recorded conversation and get back to me. After calling 3 or 4 other times only to get the same answer, I gave up trying. It's now been almost 2 months with no, zero replies from AMEX. And the $350 is still shown as a debit only now it's $390 dollars after they charged a late fee on a disputed charge. I see where other people have had the same problem. Member since 1984, I have been treated very rudely

Tell me why I researched my new American Express card for nearly 3 months and finally chose the American Express Hilton Honours Business card. With all of its glory and benefits but mainly because it was the cheapest annual fee. But also it was suppose to have the annual fee waived the first year. Why did American Express charge me an annual fee for the first year and changed every single promotion that was displayed on their websites. I've been researching this card for the past 3 months only for them to tell me they don't offer that promotional anymore. COME ON MAN #WTF They then stated they'll place an investigation on this issue. #smh

On January 20, 2023 at 1:21 pm American Express denied to reverse a chargeback after a customer special ordered furniture and refused delivery of the furniture. We provided all information to American Express to prove the customer special ordered furniture with special ordered fabric for upholstery. Once the furniture arrived the customer paid her balance with her American express card, the customer then refused to take delivery of the furniture on several attempts made by our scheduling department. The customer then called American Express to dispute the charge, therefore getting a credit on her card and resulting in a charge back to our company! We are now storing the customers special order furniture in our warehouse. American Express has proved to be very unethical, very unprofessional in their handling of this case. Our invoice states it very clear that there are NO Refunds and NO returns on special orders and the customer signed below that she understood those terms! We now have no choice but the stop accepting American Express, as we are a high end Furniture store and people using American Express will now be inconvenienced. We feel we no longer can trust American Express as we are customers of American Express ourselves.

Hello
I am in New Caledonia, and yesterday I made two buyings one at Hotel Tieti sarl of 980 XPF and one at Poindimie station service EURL at 6200 XPF.
But fort these two buyings it was count in Euros, which is'nt the same thing!
I give you my card number and may mail adress to see what you can do, [protected] 91002; name Corinne Cathaud
mail : corinn.[protected]@gmail.com
Thanks for helping me and solve the problem please
Corinne Cathaud

Dear AMEX EXPRESS

I am frankly appalled at the service I have received from a company that I and my family trust for over 25 years.

My family and I hold numerous AMEX cards , and we never thought we would stop using them until now.

I received an offer from American express Cash Preference Card around April 2022 .I was pre-approved for the offer to earn $375.00 cash back after I purchased $3,000.00 on the card. I HAVE THE INVITATION letter to this date. I applied and received the card. Around June of 2022 - I spent the $3,000.00 on this AMEX Cash Card & I received $375.00 as promised credit.

I continued to use the card until December 6, when I realized the card is not very useful on earning any cash back.On December 6th I paid my remaining balance (about $1800.00) and called the Amex card company and told them I did not need this card anymore as I use another AMEX card which gave me better return on my money. I was asked the regular questions as to why I wanted to cancel this card. After explaining my reasoning the representative put me on a hold, then he said he needs to contact his manager, that was followed by another hold and another hold. Then I was told I would have to wait to speak to someone else, at which point I asked why is it such an issue to cancel this card, I got nothing in response but another lengthy hold. The representative kept apologizing and placing me on hold over and over at which point I said I cant wait anymore and said to please cancel my card.

Then out of the blue a received a bill from American Express Cash Card that owe them $375.00 . I immediately called the card and the representative refused to explain why the credit I received back in June was suddenly reversed. I told the representative and then someone who was supposedly a manager named Edward as to how they are conducting business if I fulfilled my end of the bargain but they refuse to fulfill theirs. To which he told me I cant cancel this card . NO explanation was given as to WHY ! . NO WHERE IN THE INVITATION LETTER IS THIS MENTIONED ! NOT ONCE DID THE REPRESENTATIVE TELL ME THIS WHEN I CALLED TO CANCEL MY CARD WHEN INSTEAD OF EXPLANATION I WAS PLACED ON NUMEROUS LENGTHY AND USELESS HOLDS. "Edward" said they will investigate this and gave me a case #. AND They did nothing at all. Not one letter concerning any investigation ever reached me nor a phone call -nothing !

Never did I expect to receive this kind of run around from the AMEX representatives. What was the reasoning behind not explaining why this card could not be cancelled? My credit score is above 800 and frankly I can get any other card without having to spend hours trying to understand this scam.

I am forwarding this complaint to BBB and other consumer agencies so they can be aware of this issue.

If this is not corrected I am also going to dispose of all of my AMEX cards and urge my family members and friends to do the same as this has eroded my trust in the company for good.

On Aug 9 2022 I purchased 10 $50 gift cards and 10 $25 gift cards with my American Express Credit card. I have had an American Express credit Card for over 20 years. I always promote the card as one of the best card you can have.

Toward the end of August, I was entering a dispute with Wayfair and accidently entered the dispute with Amexgiftcard. The charge of $817.95 was credited to me. I realized the mistake and ended/closed the dispute. I was recharged $817.95. At that point, I had not given out any of the gift cards. Fast forward to Christmas, I gave out a few of these gift cards. None of them work. Granted, I was the one who made the mistake of erroneously disputing the charge, but I can't seem to get this problem fixed.

I have chatted with American Express (credit card) on multiple occasions and they tell me they can't dispute the 2nd charge (as the cards don't work) and to call the Amex gift card customer service. I've done so a few times but so far, the situation has not been fixed. They understand what happened but can't "reactivate" the cards. Giftcard customer service tells me to call the merchant. The credit card customer service tell me I need to call the Gift card customer service. I'm being bounced back and forth with no resolve. Here is the error message I get when trying to check the balance. "The system has experienced an unknown error. Please wait a few minutes and try to log in again." I have 10 cards that are still in the envelope they came in. They never left my home and they don't work

Yesterday I sent the following message to [protected]@aexp.com to be directed to the bank's Chairman and CEO. I am still waiting for at least an acknowledgement that my message was received. I am forwarding the same message to you so that you are aware of the circumstances. Please respond as to what next steps you will take to rectify this error.

Thank you,

Ronald Reeves

Dear Mr. Squeri,

I have been an American Express National Bank customer since 2012. A few months ago, I opened a certificate of deposit (CD) in the amount of $200,000. Due to recent weather concerns in Florida, we decided to move further inland to avoid possible hurricane damages of our domicile. We found a townhome we liked, so I requested your bank to close the CD and send the amount to my checking account at another bank for the possible purchase of the new home. The person I spoke to at your bank advised that I needed to access your bank’s list of forms to complete the request to close the CD. I completed the required form and mailed it to the address provided.

A few days later, the purchase of the townhome fell through. As a result, we decided to wait another year to find another townhome. I immediately called your bank and spoke to a representative. I asked if my request form to close the CD had been received by your bank yet. I was informed it had not, as the full balance of the CD still appeared on your system. I explained that I did not want your bank to close the CD. The representative made a note on your system indicating the day I called and indicated that I did not want the CD closed. The representative assured me that the note will be read before any bank employee does anything to the CD. Two days later I called your bank again to make sure my CD was still safe. The representative once again told me that the money was still there in the CD and made another note regarding my second call and assured me that the CD would not be closed. Approximately five days later, on 12/21/22, I received a notice from my bank advising me that a direct deposit in the amount of $197,047.03 was received in my checking account from American Express. I immediately knew what transpired.

I called American Express that same day and explained what happened. The several representatives I spoke to, including two supervisors, agreed that the account should not have been closed. They agreed and stated that they saw the attached notes on your bank's system where twice I had called and requested that your bank not close the CD. I explained to your bank’s representative that as a result of your bank’s error, I was incorrectly penalized, losing over $900 in interest, as well as $2,952.97 in principal, for a total of almost $4,000. I find this totally unacceptable.

As a result, one of your supervisors opened a “ticket” for your ACH Department to address this error and provided ACH with all the dates, account notes, and other details. Today a representative called to advise me that there was nothing your bank could do, that they could not refund the money or restore the original CD. Now, being a reasonable person, I cannot understand why the bank is unable to debit the account(s) it credited with my $4,000 and give me back the money the bank incorrectly took from me. I still have a regular savings account at your bank that can be credited. I would be glad to open another CD at your bank, but I want my money back first, an amount that includes both the interest and principal that the bank took from me in error.

Hopefully, you will be able to correct this mistake on the part of your bank. I will contact the appropriate Bank Commissioner and the federal Bureau of Consumer Protection if I am not satisfied with your response, as well as any other applicable state and federal agency.

Sincerely,

Ronald J, Reeves

2016 NE 26th Drive

Wilton Manors, FL 33306

[protected]

[protected]@yahoo.com

CD# [protected]

Last four SS# 2331

Dear Sir/Madam...

I filed the following letter with AMEX corporate in August. A week later I received a telephone call that the case was being examined and I would hear back shortly. After four months, my definition of shortly is being tested. Please respond.

Frank Burtnett, Ed. D.

[protected]

08/31/2022

Dear American Express Chief Executive Officer Chenault

It was with great regret that earlier this month I cancelled my American Express membership after 40 years. I did so because I am now 81 years old and do not spend or travel in a manner that would justify the $250 annual fee required to sustain the form of membership that I held prior to cancellation.

When I posed the question as to whether AMEX had a category for seniors or long-time, loyal members, I was told that I would have to cancel my membership and rejoin in a new non-fee category. When pressed as to why provisions weren’t made for loyalty and senior status, the customer service representative answered: “I supposed it is because you are no long business relevant.”

My complaint is two-fold. First, to abandon members in good standing who pay their outstanding balance monthly is worth a membership classification worthy of their years of affiliation — not one created for new, off-the-street, recent college graduates attempting to add another plastic card to their purse or wallet. Secondly, your customer service representatives need a strong dose of human sensitivity training to make certain that statements such as the one cited above cease and a more “senior friendly” attitude emanates in all future AMEX communications (live and electronic).

While numerous attempts that I have made with said representatives to escalate my concerns to a higher level have failed, I would welcome the opportunity to discuss and articulate the bad taste this entire experience left in my mouth.

Sincerely….. a former member since 1982,

Frank Burtnett, Ed. D.

Email: [protected]@aol.com

6604 Grey Fox Drive

Springfield, VA 22152

Telephone: [protected]

Received $29,000 worth of American Express Gift Cards purchased through American Express with our platinum American Express. Employee Christmas bonuses. Received them active and handed out to employees same day received. Employees attempted to use some of them to find out that they had a $0 balance. Contacted Customer Service and Fraud Department to be told it was not their problem and that I needed to contact the merchants where they were used. I bought a product from you that you did not deliver. Have spent hours upon hours on hold and speaking to your customer service. I will have to contact my Attorney General and file suit.

This is the situation :

• 6/14/21 – I paid $11,439.65 to this entity on my Amex card ending in 6-77008.

• Approximately the third week in June I disputed the charge because there were some discrepancies on the contract. (I use approximately because the original date of 6/14/21 was used in this instance.)

• Approximately between 7/26/21 and 7/30/21 I authorized Amex to pay the charge because the discrepancies were corrected. (Approximately because the original date of 6/14/21 was used.)

• Solaz claims it did not receive the second payment. I just found out a week ago when we tried to make a reservation for March, 2023. At that time I was told my contract was cancelled in December, 2021, due to nonpayment. We were not notified that the contract was cancelled or I would have taken care of this at that time.

The accounting department will not accept my statements as proof of payment or my transaction record and will only accept a verification from Amex that the amount was paid.

I have called Amex 5 times trying to resolve this with no success. I just need a brief verification that I paid Solaz $11,439.65 a second time.

I have reached out to American Express Amazon Business Corporate office explaining my dispute and/or complaint about their deceptive billing practices around April 2022 but they did not respond back to me. Instead they continued to send erroneous billing statements. I get a monthly bill instead of an interest dividend. Every week I get a snapshot of my positive credit balance but it's says I owe on the coupon.

Our company ordered $30,000 worth of $100 gift cards for our employees. They were sent ACTIVE to my office, the boxes were fine, no tampering at all. We sent them to the employees who were not in the office and handed the cards directly to the employees here. Well, there are multiple cards that have been hacked and the money spent. I spent 1 hour on the phone between multiple calls and hold times, and was told that they will not do anything about it. I was told to contact the multiple stores online that purchases were made at, but that is futile, as they are generic gift cards, with no names on them. This is a MAJOR company, taking money and I found out they had a major hack and we are not the only ones that got stiffed. So far I have 4 cards that were used up, and expect more to come. The cards were purchased on 10/25/22 and received in, LIVE shipped, on 10/27/22. They were under lock and key until given out. We used them last year with zero problems, so it's nothing from our end. This is a real boon for AMEX. Ship LIVE gift cards, rake in the money, and claim no responsibility when they get stolen. Aren't breaches of security supposed to be reported?

My company purchased amex gift cards order #[protected]. 2/8 (ending in 5024 and 7536) cards had stolen information via amex site fraudulent hack. I had these two cards sealed in my possession at all times, never logged in to check balances. I went to use one card today and it was declined. When I Calle dAmex gift card customer service (Asia and India call centers) I was advised that they detected fraudulent transactions and froze the card 482/500 was gone. In addition I checked on the remaining sealed card only to find out that one was breached security case as well as 101/3000 was used and that card was frozen as well. I spent 6 hours on the phone, finally Heather the supervisor advised me that they do not dispute nor chargeback these gift cards transactions and that I can attempt to contact merchants (no written transaction details are available nor contact numbers for these merchants ONLY VERBAL INFO) and otherwise these $500 are lost to me.

I have filed a complaint with BBB which has numerous similar complaints. This is very disturbing from a platinum business card owner of 30 years and a brand like American Express which has always been known for stellar customer service.