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American Express



Complaint Rating:  94 % with 33 votes
94% 33
Contact information:
American Express
United States
5 letters to Amex, last ones to CEO's:

Auto pay is designed to generate late fees and finance charges. Sign up takes 45 days, any changes you need to cancel and re-apply and that takes another 1.5 billing cycles. Amex computer pay site AND autopay are not linked. So your bank account info such as default bank, will not be same as autopay, (if you have more than 1 bank account) Two separate companies, yet on same site! Amex is behind the software update time frame. Also notice when you sign up to auto-pay it defaults to the 20 day payment date? That is designed to generate last day to pay bill, so if there is a problem, too late for you to phone or do a computer payment. Zap with late and finance charges. I even tried to pay ahead and Amex wont take $$. For Email addresses go to Corp. site and look at media contact to get email format and then to corp management site to get names!!

Any changes to auto-pay takes 1.5 billing cycles! Poor. I have made changes to Auto-pay, and thinking that industry standard is 3-4 business days for payment changes, I get late fees and finance charges, because American Express is not consumer friendly. Your online site NEEDS updating, code script re-written, Auto-pay and online computer pay sites linked to share information. Or BOLD CAPS DISCLAIMER informing consumers any changes will take affect after 45 days! Your own customer service reps agree site is poor, and designed to generate fees for Amex. I've sent the normal letters to "Email Us" as viewed in the attachment, noting my frustration on Amex lack of updating software. I even try to prepay my outstanding balance, by $2000 to have a credit balance and can't! I have to wait for a billing cycle? A customer wants to give you money and Amex won't take it?
Complaint comments Comments (3) Complaint country United States Complaint category Credit Cards


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N  25th of Feb, 2013 by    0 Votes
I had the EXACT same problem. Spent hours on the phone. I have a recorded conversation with them. Even with the CORRECT bank info (verified by them 4 times), their system wouldn't allow me to make an electronic payment. I couldn't pay them and they were charging me interest. Definitely a racket! They don't even care in the end if you stick with their card or not. I've had amex for 5 years but I think this is it!
A  29th of Oct, 2013 by    0 Votes
These guys are idiots...I was kicked out if autopay for some reason that I still was told and charged me fees...I am canceling my card - absolutely worthless customer service.
N  3rd of Dec, 2013 by    0 Votes
This is the same story as mine. Absolutely, hands down, the worst customer service I have ever had with a credit card company. The "update your bank account" link will ONLY update instant payment and not autopay. However, you won't know this because nowhere on the page does it say that you also have to update your bank account information with autopay as well. You won't know you needed to have done this until they send you an email AFTER it's too late to do anything about it. I got charged a $25.00 fee. When I explained to the customer service rep and then her supervisor that I indeed updated my bank account information correctly they kept repeating over and over that I also needed to have updated in autopay. I kept asking how I was supposed to know that when it didn't indicate that anywhere on their site. They just got beligerant and told me that it was my fault and proceeded to lecture me on how I need to be more aware of where my payments were coming from. I could not believe what I was hearing. I still don't think they understood the problem. Account is being closed ASAP!!! I will only use Discover from here on out.

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American Express Travel Related Services Company Logo American Express Travel Related Services Company
Customer Care Service
American Express Customer Relations 02-04-40 4315 S 2700 W
Salt Lake City
United States - 84184-0440
+1 800 954 0559
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