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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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11:57 am EDT

American Express On a balance transfer from my mastercard citi bank

American express Card company received a balance transfer of $326.84 on 7/20/2022 and they are still stating they didn't receive payment. I have called them several times to explain that my new Citi Bank mastercard paid them on 7/20/22 and that Citi Bank has called them as well to try to resolve this balance. Also, American Express sent me a email (that I have) asking for my statement where it showed on 7/20/22 this balance was paid in which I did get confirmation they received my fax and also a verbal confirmation with American Express they did indeed receive my credit card statement showing the amount paid and date. I have been trying to resolve this matter for over a month now and I am not paying a balance that was already paid to them The dispute reference number is PCN8197 with American Express and the credit card ending is 4-81004. I.m asking for help for I don't know how else to resolve this and don't want my excellent credit ruined over their oversight of receiving the balance transfer that was paid to them for Citi Bank and I have tried several attempts now to get resolved. Thank you, Nancy Myrick

Desired outcome: Please resolve the transfer balance of $326.84 to my American Express account. Their phone number is [protected] and address is American Express PO BOX 96001 Los Angeles, CA [protected]

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7:26 pm EDT

American Express Gift card

I received a gift card from a group of people out of state. The card was apparently not activated. Your customer service representative stated that nothing could be done without a receipt or that I would have to go to the store where it was purchased (in another state). The funds are unusable, I don’t have the original receipt and am not going to another state. Your policies are unreasonable and this is. A scam.

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7:51 am EDT

American Express American express

My name is Liza girges and I’m filing complaint against American Express . In December 2021 i opened card with American Express. On January 29, 2022, my card was stolen . I have filed for fraud with them my fraud case is for $21,849.07 they don’t want to give it to me they shut down my card they don’t want to re -open the credit team closed it without even knowing about my fraud case I truly need help either they open my card or return my money via check

Desired outcome: $21,849.07

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6:36 pm EDT

American Express Gift card

Purchased an American express gift card on July 22, 2022. Tried to use gift card same day. Was denied. Reason given was you need to wait 24 hours. Next day tried to use it, and it had balance of zero because it was stolen from the day before when I tried to use. I believe American express should refund my money of $500 dollars. They have nothing on card saying you need to wait 24 hours before using. I am 78 years old and money doesn't come easy to get. This $500 was to be used for my security . I had never heard you need to wait 24 hours to use a gift card. Will never use American express again if they don't make this right.

Desired outcome: I would like my money back.

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12:32 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

American Express Amex green card cancellation

Card holder for 4 years. I had autopay set to pay the full balance every month 10 days early. Recently, I paid the minimum due for 1 month, then back to paying in full on autopay. Amex, without notice, limits my card to 2k a month. This renders the card useless, as that won't even cover monthly bills and is too difficult to keep up with constantly paying to keep it current to cover auto drafts. I call and question it and all I get is questions about my personal and work business. They tell me to fill out paperwork that they will send and then they will evaluate it. Never received any paperwork via mail or email in which I have received amex correspondences in both historically. I used their credit check option in the amex app to see if something changed and my credit had improved due to paying off a mortgage in full. Horrible customer service on the 3 calls it took to resolve nothing.

Next, the app has ridiculous password constraints that are useless and a security problem. It will not let me use any of my normal password patterns that are 16 characters, capitals, symbols, numbers, and punctuation included. Therfore I always end up trying so many times for it to take a password that I don't remember what the last attempt was. I got a new phone and try to reset password and end up in a card verifying, password/username loop that never ends. I finally call customer service and they, after 17 minutes, give me a temp password to enter and I finally get logged into the app. Upon further investigation, it says the card is canceled and I am not able to utilize any of the options.. when going to log out, I notice the card picture looks different and find that they had me logged into an account I had for a business corporate card for a company I hadn't worked for in 3 years and has been canceled since the day I quit the job. The only good thing about this was that it might have justified some of the previous lack of customer svc due to their rediculous confusion of the 2 accounts that I had never even considered. Also of this stemmed from not being able to use an email address for a username. Instead I forced to choose a username that I was unfamiliar with as it wouldn't take my normal username I use. Now I know why, because I had used it for the canceled Corp card.. regardless the login page shows asterisks for the last portion of the username and the visible portion was the beginning of my normal user name the therefore when switching to a new phone, I assumed it was just that. I just finally was able to successfully reset a password when I i found that it would allow much less secure passwords than I was trying. It took my first and last name as one word no caps 8 characters.. ridiculous...moving on, I close my bank account that amexnis drafting autopay from. My bill is due on the 10th and autopay already attempted when I login on the 30th prior to the 10th. Knowing it won't go through, I call customer service and attempt to make a payment with a visa check card that I have used in the past to make a payment. They will not take any form of payment but a linked checking account, providing an account and routing number. I again consider canceling the card, but decide to comply with their ridiculous requirements that were not enforced last time I had made a phone payment. I pay the same amount (the bill in full ) that autopay had attempted. The app shows that both cleared, with a "thank you for your payment" in the statement. Balance shows that I am overpaid by $663 but available balancento charge is $0.00 due to both transactions appearing to clear. I call and they can't do anything about it, rep is working a third party call center as usually and i cannot understand a word they are saying as usual. card gets declined and I see that it is overpaid. 4 days pass and the same situation. Amex requires a linked bank account but can't process a transaction in 4 business days? I then submit feedback on the app regarding the fact that their customer service has never solved a single issue while AMEX was at fault in all 4 attempts. The following day I get an email that my card is canceled with no explanation. I am not upset about the cancelation as they proven without a doubt that they are not capable of providing an honest, credible financial service of any kind. However I am upset that they would even consider taking this action after a continued display of unprofessional and unacceptable customer service on their part, and their policies making my use of their service a constant hassle. If you made it this far, you likely have read many of the other complaints and they paint a correct picture of a failing, disrespectful, and unprofessional company. Not a good choice when it comes to finances, there are other companies that want your business..

Desired outcome: At the very least, I would like to be able to utilize the 50k points that I have earned.

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2:20 pm EDT

American Express Baggage misrepresentation

We signed up for the AX Gold 2 months ago. Now we know when they assign separate AX numbers to spouse/companion card. This way they can continue to have you pay for baggage. VERY deceptive advertising! The first time used was by the spouse to travel to her mother funeral.

We will be paying card off and cancelling. Wish to give our business to an honest company.

Desired outcome: Would appreciate credit to card for first bags.

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3:46 pm EDT

American Express AMEX Assurance Company

AMEX ASSURANCE COMPANY will take 1 Month to read in detail everything possible to deny the claim, nothing wrong with that since I cannot blame them for doing business. I blame myself for not reading the "fine print" in detail. Trips cancellation are most of the time issues because of boarding denial for Visas, COVID or other situations out of your control, AMEX ASSURANCE COMPANY does not cover any of this. Stop thinking that they will understand your situation and see in detail all proofs provided: it will be denied. So before spending your money on them if you think they will cover "any reason" for trips cancellations or delays. (No matter the level of coverage you buy: Platinum in my case). They are very strong when giving you the answer, and they will go all the way to deny the claim. Look at the pictures included. In a time where COVID is affecting the country, what other issues affect trip cancellations? I thought I was covered when I purchased this expensive ($380.00 Extra trip coverage - Platinum), I was wrong.

Desired outcome: JUST DON'T OFFER SOMETHING THAT IS NOT ADJUSTING TO CUSTOMER NECESITIES

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2:59 pm EDT
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American Express Travel Customer Service

Amex travel ID #: [protected]

My husband and I attempted on 7/12 to have our flight changed on 7/13 to an earlier flight. We went through 2 different representatives who kept verifying us and repeating themselves over and over again. We were on the phone for over an hour and a half with the second representative saying she needed to verify and placing us on hold for 3 to 4 mins every 10 mins until she just hung up on us. We never received a call back which was also infuriating considering they kept asking us for a call back number.

I tried contacting customer service by phone and email and couldn't get through to anyone. Email said it's invalid. Customer.[protected]@americanexpress.com. Literally searched for 20mins looking of how to send a complaint to Amex to no avail.

All we wanted to do was see how much an earlier flight would cost and change it. A simple yes or no and how much and it could of been solved.

That was one of the most frustrating and miserable customer service experiences we've had in a very long time and considering how much we use our platinum card and the fee associated with it. We expect better. We no longer want to use or recommend others to use Amex for traveling because we can't trust it'll be taken care of if something goes wrong.

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5:32 pm EDT

American Express Staff

I was getting transferred to internal staff because i had another question the employee who was transferring me merged the calls mid while the internal staff employee was talking and heard her complaining that i kept calling it’s been over a month i sent a document and still trying to get answers of course im going to keep calling ! If you don’t like speaking with people quit your job

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9:59 pm EDT
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American Express Money to be released

Had my income tax deposited a lil over 10,000. My was locked had it unlocked was able to make 3 or 4 transactipons the following morning it was locked againthey unlocked it I was able to make 1 more transaction then they put a permanet block on it. I was told there was no notions saying why this was done and to give 1 to 2 bussiness days I call back and am told I would have to write a po box by reg. Mail and ask for my money

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4:16 pm EDT
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American Express Refund my airline tickets due to flight cancelation

I book my airline tickets using AMEX Travel service. Airline cancel my flights due to unavailable pilots. Ruin my vacation and spend more than 8hours on phone with American Express customer service for entitle my refund. Horrible customer service and never book travel plans using American Express.

This happened on July 1st, 2022, on Air CANADA Flight#8888 Houston IAH to Toronto YYZ Departing 11.20 am CDT.

Ticket# [protected] and # [protected]

Desired outcome: want my refund

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1:05 am EDT
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American Express Email bonus solicitation not fulfilled by Amex

Received offer by American Express on March 16, 2022 to receive a $50 credit to my blue cash preferred card, after adding an additional user to my account and the additional user making card changes of $1000 or more. I used link in email which brought me to Amex website login page. When I logged in and went to add an additional user there was no specific info on my account. Three times I went back to email and three times exact ting occurred. I screenshot the email offer as proof, Several days later, I received an email that additional user was approved and carc otw. Card received by additional user, charges made, i paid charges off. After waiting a reasonable time, I contacted Amex by chat. They opened an investigation and closed it without even letting me know. Went though process again snd was given a place to upload email offer screenshot. Again closed with nobody getting back to me,

Desired outcome: Psy the $50 dollar credit on the offer you solicited me for,

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1:24 pm EDT

American Express Not small business friendly

My company spends roughly $50k-70$ per MONTH with American Express.

Our credit limit with them is $24k/month. Every month I have vendors break up our bills and run portions, which are immediately paid off, and then run again. This happens several times every month because American Express "processes" doesn't allow them to raise our credit limit. Our vendors are becoming irritated with us as a result.

Today I spent 2.5 hours on the phone with American Express, being passed along to various "customer service reps" who all told me "I completely understand" while telling me their processes didn't allow them do anything further to assist us. They told me I should call them back in 3 business days to try again - because that's what every small business owner has, dozens of spare hours a week to spend talking to these idiots.

We have never been late paying a bill. We have over $200k in our business checking account. Clearly, they're not interested in an account that charges over a half a million dollars annually.

Choosing to go with American Express for our business needs was a mistake. They are not business-friendly whatsoever. I hope anyone considering them for their entities will reconsider after reading this.

Desired outcome: Do better.

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leonsceco
Ellenwood, US
Jul 05, 2022 6:00 pm EDT
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What kind of rubbish website semi-forum is this? WHERE ARE THE RESPONSES? Where are the comments? How are these issues getting resolved?

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7:00 pm EDT
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American Express Holds and charges

I had a temp, card with jackson and hewitt and I have not been able to access it privatly and be the only one accessing it at all times. There has been unauthrizd charges, gouging, holds that have not been released and I will never do this again becasue it has been the biggest pain in the neck ever. I cant access on line and I cant access on app or on the phone with a representative. I should be able to access my money at all times. I know that someone has messed with my financial situatuon becasue the feel they need me to a lesson but this is not legal. I did not give anyone else permission to access my accounts and they are freely accessed and used all the time sending me incircles so I cant get access to see what is really going on. I needmy money and I need it asap. This is wrong and I am upset. I already got charged a whole bunch of money for the tax prepearation and now im being tapped out by some fraudualent group that has to do with rude crude brude

Nathan woods is mainly apart of this

Desired outcome: all my money back

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3:57 pm EST

American Express unsatisfactory product.

I Placed an order from Corvette Mods, 10100 Hicks Field Road, Ft. Worth, TX 76179 for what i understood to be a metal lettering sticker on 2/23/22. Upon receiving the order, the item was nothing more than a vinyl sticker. Since receiving the order I have sent a request for a return authorization number on 3 occasions. I have received no response from the company and there is no way to talk to a representative. I would like to return the order but have no way of reaching Corvette Mods other than by their return authorization process which I have utilized on 3 occasions. My order number was AB-438950 and the item number was [protected].

Corvette Mods phone number [protected]

After my issue, I have read further information on the company and it seems that many others have experienced the same issue that I am having.

Desired outcome: I would like to return the item for a refund to my AMEX account.

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1:01 am EST

American Express American Express - Bluebird card

On 2/19/22 I received an email that my Bluebird card from American Express (ending in 9208) was suspended, and I was locked out of my account.

I still have money in the account, and I need to have access to the account for at least one week so that I can withdraw the money from the account.

I am also requesting $15 per hour for my time and effort researching this issue. I have spent 8 hours working on this problem, so I am requesting $120 in compensation.

Desired outcome: One week access to my account and $120 for my time and effort spent on this issue.

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6:55 pm EST

American Express Travel

I had booked a flight id number [protected]. The date of the flight I made was incorrect on my part and a wanted to reschedule from June 20 to June 21. Edward, the agent, said it would cost over $1600 additional for the similar flight leaving ind at 345Pm and arriving in san about 730 pm. However, the correct amount addition should be $200. He canceled the flight at my request with a credit of 1097.92. At my request, he rechecked the cost of the same flight 5 minutes later and it was, as I had told him, was over $200 more for a total of about $1200. When he then booked the flight, I had to pay the full $1200 and not use any of the $1097.92 credit. I request that amex send me the credit of 1097.92 directly and not have it as a credit in my account for a future American Airlines ticket. I hope this can be resolved quickly and amicably. Gratefully, Dr. Laurence Saben 345pm PST on Feb 20, 2022

Desired outcome: Refund $1097.92 from the credit on the American Airlines ticket

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6:43 am EST

American Express Direct deposit

I recently filed my 2020 taxes I was issued a temporary direct deposit and routing number I entered that in all my tax return. Only later to get a letter from Bluebird stating that I did not qualify for their services. Now when I go on my tax return that I have not received it says that it was deposited onto the account and the routing number that I gave them. Again the routing number and account number was the temporary account number that Bluebird had given me so that way I could get paid today's faster with direct deposit. And I cannot get a human on the phone to resolve this issue.

Desired outcome: I would just like to get this issue resolved so I could get my money as easily as possible.

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12:29 am EST
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American Express Gift cards

On Jan 25, we purchased two American Express gift cards ($500 & $300) for the grandkids to use while traveling during spring break. We learned that once you pay the initial fee, they would not be charged any during other transactions. Between the time that we purchased the cards and walked in our front door, someone had used all but $36 of the $800. Apparently, they had been bouncing 10 cent off the card numbers until the numbers became active and that was all it took. There is a statement on the AE website that says to call immediately if you believed your card has been lost or stollen. The agents that we were continually passed around told us that it was our responsibility to contact the Merchant for resolution. They provided us with those names and informed us that we had to tell them not to accept the funds when they arrived and to send them back to the card. I am not sure why we were put in this position because why the AE agents believed that the Merchants would just not take money that arrived at their location for their merchandise that was sent out is beyond me. Each of the merchants advised us to inform AE to put in their normal "deny" code and that would solve this issue. The agents again said they only had the option of putting the cards on hold hoping the merchant would not accept the charges since they were pending but American Express does not have a code to deny a charge, nor do they cancel a card because of fraudulent transactions. They also told us to call back in 8 days to dispute the charges if the money had not been returned to the card. on Feb 1st, we were told that there was no way to dispute fraudulent transactions because they were no longer pending since we were unable to get the merchants to send the money back. The agent even went as far as to apologize that I did not have the right skills needed to accomplish this task but next time this happened, maybe I would know what to do and do it better. You thinking it too, right? I kind of hate that my first time purchasing American Express gift cards ended on this sour note. The name itself just commands respect but obviously it's just air and no substance. There is no way to purchase a gift card believing it is safe if you know the company doesn't back its product. Many scammers and thieves also realize this a well and that is why American Express has become a target and a successful one at that especially in this time when people don't have much and have even less to lose.

Desired outcome: I would be happy if American Express could refund the money that we spent or re-issue the two gift cards so that the girls can have them for spring break.

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5:40 am EST

American Express gift card

PLEASE dispute any pending transaction on my gift card for $100 AND $500, as follows [protected] 10/26, and [protected]/26 2229, dispute this transction before it gets posted thank you .you can contact me via mobile or gmail as follows .i am waiting to get a response IT HAPPENED YESTERDAY .TRANSACTION STILL PENDING I WANT YOU LOOKED INTO AND GET BACT TO ME FOR FUTHER ENQURIES

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Update by Alford Philip
Jan 23, 2022 5:40 am EST

PLEASE dispute any pending transaction on my gift card for $100 AND $500 , as follows [protected] 10/26 ,and [protected]/26 2229 , dispute this transction before it gets posted thank you .you can contact me via mobile or gmail as follows .i am waiting to get a response IT HAPPENED YESTERDAY .TRANSACTION STILL PENDING I WANT YOU LOOKED INTO AND GET BACT TO ME FOR FUTHER ENQURIES

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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.

How to file a complaint about American Express?

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1. Log in or Create an Account:
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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- 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.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

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

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

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- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

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

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Phone numbers

+1 (800) 528-4800 +1 (800) 492-3344 More phone numbers

Website

www.americanexpress.com

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