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2.4 448 Reviews

American Express Complaints Summary

145 Resolved
283 Unresolved
Our verdict: Engaging with American Express, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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American Express reviews & complaints 448

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Y
12:00 am EST

American Express harrasing phone calls

I was late one month on my American Express, and the next month I received a phone call from their law department demanding the full amount. The lady on the phone was so rude, and said if I didn't pay the full amount at that moment I would be taken to court. I hung up and tried contacting customer service, and they said they could not do anything about my account. The same lady from the law department called me 10 times in a row, and left harrasing messages. In one message she stated that if I didn't call back to settle this matter I would be sorry. I had to pay the full amount for 30 days past due, and no apology was given to me for their representatives behavior. After I paid the full amount I was still receiving statements for finance charges and late fees. According to them it was from previous month fees. This was very unprofessional of them, and was very shocked at the way American Express treats their customers.

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american exprss hater
, US
Jun 15, 2012 4:34 pm EDT

I am having a similar experience. The problem I'm having is that I DO NOT have an american express account, Nor has anyone ever had permission to use my checking account to pay a bill. Three months ago my checking account was overdrafted by american express because they inputed the wrong account number and credited someones card. I have been on the phone with AE and was told that it was being investigated and I would be refunded by May 31, 2012. Here it is the middle of June and all they can tell me is that they have determined the account my money was posted to. But will not tell me when I'll get my money back. At first they refused to help me because I told them I didn't have a AE account. Now all they keep saying is the accounting dept will contact me. I have threatend legal action because all they do is give me the run around. No one has called me and when I call I'm given a different date of when the case will be settled.

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Sandra Rita da Silva
, BR
Jul 09, 2009 6:39 pm EDT

My name is Sandra Rita da Silva and I am from Brasil. I would like to complain about the treatment that I have received when I tried to obtain a present that was my right (bonus program). This took me several hours speaking with their employees on the fone and on
the computer, but I could not have success. I think they are trying to deceive me.
My email is sandrapelii@gmail.com . Could someone help me?
Thank you in advance

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melbourne
Melbourne, AU
Oct 09, 2008 6:09 pm EDT

One of the problems with American Express is the way they apply payments. I have been with the company close to 20 years. I am lately regretting it. I normally charge about $3000 every month (gas, groceries, everything) to the card since I pay it every month. Well, last month I got a $15.00 charge denied. I called the company, and I was told that because I "had been late" for 12 months, they had flagged my account. "Late for 12 months? What are you talking about? I always pay by the due date on line". It was explained to me that when the bill says "Pay By" or "Due Date" that such is not so. If you pay that day on line, the payment does not post but until 24-48 hours, and therefore it is technically "late." Thus, paying on the due date on line is worthless! I told this to the representative, and all I was told is that such is the way it is, take it or leave it. I left it. Now I have a Diners Club Mastercard that serves the same purpose.

ComplaintsBoard
J
12:00 am EDT

American Express useless checks or bank?

I tried to cash $40.00 in travelers at a Citi Bank in Santa Clara CA. As with Tim the teller asked if I had an account at that bank. My first question is why would I be cashing travelers checks there if I had an account there? My second thought was that one gets travelers checks so they simply counter sign them. I had already cashed a number at local businesses with no problem. To make a long story short I had to provide a health card (photo), drivers license (photo) & a credit card along with my finger print. The teller had me counter sign,sign the back& print my name in the place for the check casher to put their name. I told her that was wrong but she insisted. I should have left but I had some time & wanted to see what would transpire. I finally received my $40.00 after 23 minutes. Either American Express checks are useless or Citi Bank is the worst financial institution on the planet. I can guarantee you that was my last dealing for whatever reason with Citi Bank.

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steve jones
,
Oct 08, 2008 11:00 am EDT

With Chuck "the buck" Prince heading this organization
(since fired) you don't expect any help do you?

Some of you have had your traveler's checked cashed.

Try cashing those overseas...you will go hungry.
I do not know what the problem is but I can only guess
that Citi does not pay their bills and as such has no
counter-party agreements with American Express?

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Muhammad Faizan Akhtar
,
Jul 11, 2007 5:30 am EDT

Asslam O Alikum,

Its Muhammad Faizan Here from Multan, Pakistan, I have a Complaint Against CITI Bank (Gol Bhag Branch Near to Pizza Hutt) Gulgasht. I went to CITI Bank to Open an Account. Their Staff is Mis Behaving & Mis Guiding To Customers. Today i went to CITI bank again and The Banker started Abusing.

The staff is Totally Not Qualified, They Don't Have any Informations. Very Rude Attitude.
Total Disappointing.

Regards!
Thats All

ComplaintsBoard
D
12:00 am EDT

American Express very unhappy with the service

I was very much unhappy with their service. About a month ago, I was shopping in a local telecom service center for a mobile phone, but my American Express card got error all the time. I didn't owe them a penny and was wondering what's wrong with it. After calling to American Express, and after 15 minutes stand-still in the shop with a dozen eyes on me, I got a reply that it's just their system error.

Now, I got their statement to charge me for the annual fee which I do not think they worth it, I told them just to cancel my card as I seldom use it. They do not apologize nor try to convince me to use it, try their service again, the customer service officer only said that should I cancel it now or in month end?

Could we call this a service?

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ejol
, HK
Jul 04, 2013 11:22 pm EDT

Totally agree - American Express HK is completely separate to Amex anywhere else in the world, and should not even be allowed to carry the same name. Expect this type of terrible "service" from them if you sign up. They stopped my account on several occasions as I had allegedly gone over my limit. However, on chasing up with them, it emerged that someone had in error charged me amounts way over my limit. American Express did NOT notify me of this irregular transaction (despite signing up for alerts), aside from the fact they let an amount way over my limit go through, and took over 3 months to investigate the issue. I had to chase them at considerable roaming costs, time, stress, and effort as all this occurred while I was travelling overseas. They did not reverse the charge while I was traveling so I could use my card, and they continued to try and charge me late fees while I was chasing up the issues, an issue that made the issue even worse.

American Express Hong Kong is short-sighted, has no business sense, and the worst card I have ever used in my life. I ended up closing both the Platinum and Cathay Pacific Elite cards, as they were neither Elite, nor Platinum. The health insurance and travel assist is non-existant or sub-par, they charge around $1600 per annum per card (however, I heard that this can be easily waived with a phone call to them as they obviously know they are so terrible). They could not care less about the customer.

They could really learn from some of their overseas counterparts on how to run a credit card company - it is a shame that Amex HK even has the American Express name - terrible, terrible, terrible... stay away!

In response, no, we could not call this a service.

ComplaintsBoard
S
12:00 am EDT

American Express american express very poor service

Living In Thailand, I have been a faithful American Express personal card member (no. [protected]) with good credit record for several years. Since the day I got the card I have paid my bills in full and never missing the payment.

A few weeks ago I received many phone calls from the Financial Review Team of American Express to force me to send more bank record. I said I was inconvenience to send the required document at that time and would do it a week after. However, I did not understand why they were asking this of me since I have been such a good customer and did not want more credit line. They always kept saying this was a new AMEX policy. The day later, they made annoying phone calls 3 times a day nagging me to send that document with very impolite tones and also threatened to cancel my card. This experience was very disappointed. I did not believe those words were from the world premium credit card company! Then, they quietly did it for their own personal pleasure without informing me in advance or signing something and were very happy when knowing that I had lost my face because of the card rejection. Can you believe this is how one of the top class credit card providers treated their own good customer? Sending a cancellation letter/fax/email or a phone call to their own customer may be too hard job for Thailand AMEX staff to do!

I do not care about cancellation since I still have several good choices to use as KTC mastercard, a very famous domestic card company in Thailand, particularly “Titanium I AM” which offers more attractive benefits, better service with no annual fee but touching the very impolite experience of AMEX is unbearable. Believe me that will come to you very soon if still being AMEX member .

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huffstet24
potomac, US
Mar 31, 2009 2:55 pm EDT

send a message to obama, contact the better business bureau, and post stuff throughout the internet. lets all be heard. they are pulling this ### on a lot of their lower end customers

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NPP
, TH
Jan 29, 2009 9:29 pm EST

Amex Thailand mislead their customers, or should I say made an outright misrepresentation and lie to their card holder customers. The Amex staffs always give reaffirmining statements that the Platinum cards have no credit limit. I believed them for over ten years, only to find out that there actually are credit limits to all Platinum cards. Do you want to do business with people that lie to you? Why should you pay the B20, 000+ fee when other cards of equal stature are begging you to subscribe for memberships for free? They completely forget that fundamental to all business dealing is "trust". They make people feel "shame" to be holding Amex cards.

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john drake
,
Jul 17, 2008 3:35 am EDT

Jason Freeman demanded tax records or my cards were suspended after years of prefect payments on time.

Screw him and his "team".

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Kiat
,
Jul 01, 2008 9:10 am EDT

I agree with you. It is good that consumers voice out. So that we can expect a better service from these companies or other customers can be aware of what the products or services they will get from the company if they would become their customer. I got very unprofessional service from Amex when i want to apply their card. I sent application for 2 months, no one followed up. I followed up them, and they said they needed more documents from me (but they did not contact me for). I sent them and it took then another month. I followed up again. They said the new form was in place now. They need me to sign in the new form (the credit bureau permission form) and send again. I made a note in the form that unless it worked this time. Forget it, please cancel my application. And they come back to me after few days that they need a clean signed form. I need to sign a new one for me. I said 'Forget it', it took me too much effort to become your customer while I did not see and receive any effort from the staff. How can the application of a credit card take me that few months time and lot of efforts. As you said, i have a lot of other excellent choices from other companies. I don't know whether the management, marketing, and corporate affair team of Amex are aware what a waste of effort and money putting good advertising, corporate PR, and promotion activities while you have such a poor customer service team. By far, you are behind your competitors.

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12:00 am EST
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American Express - manager's unprofessional way of conducting business

Today I receive a call from Alexander Cidimoco of Total Credit Recovery in behalf of American Express. He is a manager from this collection agency and was demanding payment immediately or he would contact my employer and anyone else he knew from the bank I worked for. He had private information regarding my employment even how much I got in my bonus thi...

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12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

American Express incredibly unprofessional and poor service!

I started an account with American Express in December. American Express Customer Service called to get confirmation of my Employer (a fortune 500 company) that has been in existence for over 100 years! On the first call, I gave her my work phone. She then told me she needed a receptionist number who will connect her to my phone. After 3 calls, I was assured that everything was in order.

The next day, I received another call asking for confirmation of my home address. Together on a conference call, we called my bank to confirm banking information and home address. Again, I bank with a very well-known bank. At that time, I was told everything is in order, and I have been approved.

After making 3 charges, my card was rejected at all places. When I called American Express Customer Service, I was told that they needed to confirm my employer because there was nothing in their system showing the 3 calls made and also banking and address information. The service I received was incredibly unprofessional and poor. They had not cared if I canceled the card.

To top it off, on my last attempt to correct this situation, I was told I had to fax a copy of my driver license and social security card notarized by a bank.

I just paid off the amount. I have never encountered a company who is so segregated by department that one department is not authorized to help another. I have been a faithful American Express customer for the last 10 years through my use of their travelers’ checks and services abroad. But, this experience is most disappointing.

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BND
,
Nov 18, 2008 8:53 pm EST

I have had a personal amex blue account for several years. Recently, l I called them to set up a special payment plan to accomodate our financial situation of late. My husband is an outside sales rep. His pay has decreased due to lack of sales. I still have the person's name and extension I spoke with. I set up pmt to be deducted from my personal bank account on the 30th of every month for 1 year. The Sept. pmt was deducted. However, Oct. pmt was not. I realized it when collections called my cell phone to advise me the acct had been turned over to them. I tried several times to contact the csr. I left numerous messages for her to return my call. I spoke with other reps who stated that pmt could not be automatically deducted. They stated it was up to me to call and make a phone pmt by the due date. I finally was able to speak with a supervisor, Craig Schaffer (if that's his real name). I was absolutely attacked verbally over the phone . He stated "Katy did not tell you that and we are done dealing with you." (and turned the volume up about ten fold! ) I then requested to speak with his boss. He then stated, "why? you aren't going to change anything." I asked 4 times in a row to speak with his boss. He wouldn't allow it. I requested the name of his boss. He would not give me the information I requested. My rights have been completely violated. I did nothing to deserve any of this. I'm trying my best to do the right thing in a very difficult time; they made a mistake; and they do not plan to make it right. So, I now have a strike against me on my credit report due to Katy's mistake of not entering the info or giving me false info. I have contacted the credit bureau to inform them. Mr. Schaffer was trying to intimidate me into thinking there was no way this could be reversed. The very idea that he stated "we are done dealing with you" was absolutely the most hostile statement I've ever received from any customer service rep or manager. All of my creditors were more than happy to accomodate me due to the fact that I was attempting to avoid having any delinquencies. In the meantime, I've had no choice but to set up payment with collections.

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noname
,
May 03, 2008 6:01 pm EDT

Take this then ...

Upgrade an AMEX from GOLDEN to PLATINUM, the software will automatically cancel the Golden one if you have no debts and that's all. They didn't re-compensate back the money you already paid at the beginning of the year. In my case I paid in July 2007 130 for Golden Amex ( one year fee), in Jan 2008 I applied for Platinum based on the forms they send me, I never used Golden but only today May 3-rd 2008 and to discover that the payment was refused, I payed by debit card and when I get back home I called them and find out what is wrong with the card. I ask them WHEN and WHO canceled the card .. THEY DID, WHEN they canceled ? .. IN JANUARY, it means that I paid 130 for a year they own back me the amount between Jan and Jul ( around 65$ half of the year). In the phone conversation I get the money with no resistance from AMEX which proves that they recognize their mistake, but my next question was why your software didn't do that automatically ... Hm it is easy because foolish my loss and them win free money. ... ok but how much per year, If a million switch a year they win in average 65 millions, ( I consider that some might do that at the begging of the period some at the end so it is and average).

I do not think this is fair either. ... and the authorities should force them to refund the money back.

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Kris K.
,
Mar 29, 2007 5:58 am EDT

American Express canceled my cards after being a loyal customer for 20 years. Upon learning of the cancellation I immediately contacted AMX and was told to bring my account balance to zero and they would reinstate my accounts. I paid the entire balance on three AMX cards totaling nearly $40,000.(within 30 days) One of the three was not canceled. I contacted AMX after paying balances to find out why the accounts were not reinstated and was informed the account supervisor that made the arrangement with me was not available and should not have authorized the reinstatement. I have been a loyal customer for 20 years without any other issues. Amx should honor their agents commitments to their customers. I acted in good faith with a company I deemed trustworthy.

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12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

American Express high interest late fees problem

I have been sent to a collection agency to collect what i owe American express my account has been closed yet American express continues to hit me with high interest late fees and over limit fees. The amount sent for the collection agency keeps changing and no one from American express will talk to me about stopping these charges. Most credit card companies when sent to collection agency will stop all charges and collect only the debt owed at the time sent to collection agency. People beware of American Express.

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SouthernKudzu
Atlanta, US
Mar 01, 2011 2:23 pm EST

I can varify this persons complaint completely. I too came across hard times and have a balance that I've been paying on at the rate of $1000 / month. Yet AMEX is charging me $200 / month in fees and refuse to work with me on this. Once paid in full, I will never use another credit card again. I can pay myself $1000 / month and save enough to have plenty of spare cash in the future and not owe anyone anything. I HATE ALL BANKS!

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Evonne Pratt
,
Mar 08, 2008 11:57 pm EST

I want this ### canceal

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12:00 am EDT
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American Express - credit card credit problem

I am a gold card member since 1964 for the last 6 months my A.E. gold card account has been less than 1000.00 per month. When I tried to charge a cruise cost 6050.00 to my card A.E. refused. A.E. claims only the last 6 months constitute the history to determine A.E . card credit. Previos balances were averaging 3 to 4 thosand a month. This has been the case...

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American Express Customer Reviews Overview

American Express is a globally recognized financial services company that offers a wide range of credit cards, travel services, and other financial products. The company has a strong reputation for providing excellent customer service and innovative products that cater to the needs of its customers.

One of the most notable features of American Express is its rewards program, which offers a variety of benefits and perks to cardholders. These rewards can be redeemed for travel, merchandise, and other valuable items, making American Express a popular choice for frequent travelers and those who want to maximize their spending.

In addition to its rewards program, American Express is also known for its excellent customer service. The company has a dedicated team of customer service representatives who are available 24/7 to assist customers with any questions or concerns they may have. This level of support has earned American Express high marks from customers who appreciate the company's commitment to providing top-notch service.

Overall, American Express is a highly respected financial services company that offers a range of innovative products and services to its customers. With its strong reputation for customer service and rewards program, it's no wonder that American Express is a popular choice for consumers looking for a reliable and trustworthy financial partner.

American Express In-depth Review

Overview: American Express is a renowned financial services company with a rich history. It offers a wide range of services and products to cater to the diverse needs of its customers.

Customer Service: American Express excels in providing top-notch customer service. Their response time to inquiries and complaints is commendable, and they offer various support channels such as phone, email, and live chat. The customer service representatives are known for their friendliness and professionalism.

Card Options: American Express offers a variety of credit card options, each with its own set of benefits and rewards. The annual fees and interest rates associated with these cards are competitive. Moreover, American Express cards are widely accepted worldwide, ensuring convenience for cardholders wherever they go.

Membership Rewards Program: The Membership Rewards program offered by American Express is highly regarded. It provides a wide range of rewards in categories like travel, shopping, and dining. The redemption options are flexible, and the program offers great value for money in terms of earning and redeeming rewards.

Global Acceptance: American Express cards enjoy global acceptance, making them a reliable choice for international travelers. The coverage and availability of American Express acceptance in different countries and regions are impressive. In comparison to other major credit card networks, American Express holds its ground in terms of acceptance.

Security: American Express prioritizes the security of its customers. They have robust fraud protection and detection systems in place. In case of unauthorized transactions, they have liability policies to protect cardholders. Additional security features like virtual card numbers and purchase protection further enhance the safety of transactions.

Fees and Charges: American Express cards come with transparent fee structures and policies. While there are annual fees, late payment fees, and foreign transaction fees, they are competitive compared to other credit card issuers. American Express ensures that customers are well-informed about the fees and charges associated with their cards.

Online Banking and Mobile App: American Express provides an excellent online banking platform and mobile app. Both are user-friendly and easy to navigate. They offer various features and functionalities, including account management, bill payment, and transaction history. Integration with other financial management tools adds convenience for users.

Merchant Services: American Express offers comprehensive merchant services, including payment processing solutions for businesses. The fees and rates for merchants are competitive, and integration with point-of-sale systems and e-commerce platforms is seamless. This makes American Express a reliable choice for businesses.

Overall Satisfaction: Overall, American Express leaves customers highly satisfied with its services. In terms of customer satisfaction, it stands out among other credit card issuers. It is recommended for various types of users, including frequent travelers and small business owners, who can benefit from the wide range of services and rewards offered by American Express.

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- Summarize the main issue you have with American Express in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with American Express. Include key areas such as transactions, steps taken to resolve the issue, the company's response, personal impact, etc.

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- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

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- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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Ensure you follow these steps to effectively file a complaint or review about American Express on ComplaintsBoard.com.

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Phone numbers

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