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Business Profile

Credit Cards and Plans

American Express Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Cards and Plans.

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

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American Express Company has 397 locations, listed below.

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    Customer Complaints Summary

    • 4,976 total complaints in the last 3 years.
    • 1,710 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/04/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Subject: Complaint Regarding Unauthorized Account - Identity Theft Dear Better Business Bureau,I am writing to file a complaint about an unauthorized account with ********************************************* / **** that was opened in my name without my consent. I believe I am a victim of identity theft, and this account was fraudulently opened.Account Details:Account Name: ********************************************* / CBNA Opened: Aug. 20, 2021 Credit Limit: $1,500 I have filed a complaint with *****************, the Consumer Financial ***************** (CFPB), and submitted a Dispute Letter in relation to this fraudulent account. Enclosed are copies of these documents.I request that this account be fully investigated and removed from my credit report as soon as possible.Thank you for your prompt attention.

      Business Response

      Date: 12/10/2024

      The card card account noted in this complaint is issued by ********. Their partnership with American Express allows them to process transactions on the American Express payment network; however, for security and confidentiality, we do not have access to the account. Although this credit card bears the American Express logo, ******** issues, manages, and is responsible for all aspects of the account. Please forward this complaint to ******** for research and response.

    • Initial Complaint

      Date:11/21/2024

      Type:Billing Issues
      Status:
      Answered
      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 August of 2024, American Express recommended a financial relief program due to a job transition. We accepted this program in good faith and all the payments have been made on time to **** through automatic withdrawals. **** made a mistake and doesn't seem to want to accept it. They have been reporting the account as not current for four months, leaving four late payments on my credit reports. The refuse to acknowledge it as a mistake and inform the credit agencies. I uploaded the on time payments. **** simply needs to report to the credit agencies it was a mistake on their end but they don't want to acknowledge that they made an error. This is a really simple solution. **** write a letter to the credit agencies reversing the late payments. You can't offer a consumer a financial relief program

      Business Response

      Date: 12/05/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:11/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Rented a car from Hertz and was charged a different amount than what was shown on the reservation I made online. Reached out to American Express for assistance and they said because we signed/took the rental car we agreed to the price. However, we were shown the amount that was reflected on the reservation when we picked up the car and didnt find out about the different amount charged until after the fact. This is was bait and switch by Hertz and American Express said we are stuck with it.

      Business Response

      Date: 12/09/2024

      American Express mailed our response to the consumer today.

    • Initial Complaint

      Date:11/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 checked my credit report in Jan. 2024 to see that an American Express account was open with my information. I contacted American Express and filed a dispute. I did everything that I was asked to do including filing a police report which I did. After all of that was done, they told me that I would have to pay off the balance for them to be able to help me. Despite, the account being fraudulent. I contacted experian and they deleted the account but it returned on my credit every 30 days after they deleted it.

      Business Response

      Date: 12/06/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      **** shut down my card the day after paying the $325 annual fee. Got my **** account back today after fighting for 36 days (and probably otp with them for ***** hours) to get it back. Then they tell me that I have 28 days left to spend 15k but cant use the card on ads and deny the fact that there was ever a welcome bonus. They reset my limit from 35k/m to 3100/m.

      Business Response

      Date: 11/27/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 was charged $50,00 by American Express for cash advance fees when I said I didn't authorize 5 charges by the merchant. The only thing they said they could do for me was have me ask the merchant for a refund, and there was nothing they can do. They indicated they do not refund these fees because they are legitimate. However, I was saying I was billed extra times by the merchant. This is predatory. I asked to speak with a supervisor and I was told that there was no one higher than the individual I was speaking with so I indicated I would be writing to the better business bureau.

      Business Response

      Date: 11/22/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:11/10/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 made a payment 10/28/24. As of 10/29/24, the payment was debited from my bank account and a statement was sent to me showing I had the available credit for the payment made. It is 11/10/24 (13 days since payment has been received) and I am still unable to make a purchase when over 70% of my credit limit should be available. This is beyond an unfair and deceptive practice as youre telling me on paper statement I have the available credit, but telling me on the phone I cannot make a purchase for ANOTHER 13 days when as of today its been 13 days already. This is unacceptable and misleading and is causing a financial strain on me as I needed the funds for an emergency purchase. I want my credit available before 13 days. I shouldnt have to wait this long anyway, and your supervisor was beyond nasty on the phone by advising me something completely different than the previous **** in addition to cutting me off when I was trying to explain the issue. Unacceptable. You also printed the bill with the available credit the day after the payment was made and reported my account with the old balance even though the bill cycled. Thats another case of unfair and deceptive practices. This company is breaching **** and has many UDAAP violations.

      Business Response

      Date: 11/13/2024

      The card account noted in this complaint is a ***** issued by ********, N. A.  Their partnership with American Express allows them to process transactions on the American Express payment network; however, for security and confidentiality, we do not have access to the account. Although this credit card bears the American Express logo, ********, N. A. issues, manages, and is responsible for all aspects of the account.  Please forward this complaint to ********, N. A. for research and response. 

    • Initial Complaint

      Date:11/06/2024

      Type:Billing Issues
      Status:
      Answered
      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'm not liable for this debt with American Express. American Express reported my account to a 3rd party, *********************** LC and the account has reached a settlement in which I paid the balance in full per the agreed settlement. Upon payment, ************* agreed to send the update to **** and assure me that the account on my credit profile would be updated promtly and American Express will report the account "settled with zero balance". I have submitted several dispute with ******** asking them to update my credit report because its report false and innucurate information. I have also contacted both **** and Radius Global to find a resolution multiple times.

      Business Response

      Date: 11/27/2024

      We mailed our response to the complainant today

    • Initial Complaint

      Date:11/05/2024

      Type:Product Issues
      Status:
      Answered
      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 April 30th 2024 I applied for the Bonvoy Brilliant cc from American Express as they offered ******* welcome points as long as you spent $6000.00 within 6 months. Within 3 months I spent close to $7000.00 and I didn't get the points, so I called Amex and the agent requested a review and told me I will receive a call or email with the results, but a month went by and had to call back, and was told that I was denied with no further explanation, so I asked to talk to a supervisor, but there were none available, so I left my number. A week went by and I had to call again, this time I was able to talk to a supervisor that told me Amex does not give them an explanation for the denial, but she told me that may be I'm not in good standing with the company or may be I downgraded credit cards in the past. or I had a Marriott credit card with another company. None of these applies to me. I have 2 other Amex cards, the platinum and the Hilton aspire, both in good standing. I find this unacceptable, I am sure there must be a mistake in their algorithm or a mistake that could be cleared out, so I can get my points. I've always been treated fair by Amex, and I hope we can resolve this issue, so we can continue our relationship.

      Business Response

      Date: 11/14/2024

      We responded to the consumer via written correspondence today.

    • Initial Complaint

      Date:11/04/2024

      Type:Product Issues
      Status:
      Answered
      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.
      To whom it may concern,This is the ****************** high-yield investment scam timeline that took advantage of my trust and the reason for requesting claims and defenses under Federal law (15 *** 1666i). According to section 2102 of the California Financial Code, I reserve the right to refund. According to California Financial Code Section 2102, ***** and Federal law principles. Consumers should be protected from fraudulent transactions. I am requesting a reversal of multiple transactions from fraudulent and material misrepresentation. Please grant me an exception for missing the 60-day dispute window because I was unaware I was defrauded until the dispute window passed, in that time I was still gathering evidence and confidence to dispute the multiple transactions. I had to educate myself about these consumer laws, financial concepts, interest rates, and credit card disputes. I was fearful of retaliation by the scammer which delayed my actions Additionally, I was recently diagnosed with depression which impaired my judgment and reaction time.. This required my attention to relocate. Please grant me a reversal of transactions for my peace of mind and financial stability. Please altruistically consider my circumstances. 02/06/2024 I responded to an email from ************************ soliciting to invest in an online **************** Automation type company. The company name is **************** (TGM) registered as ****************** (OPC) PRIVATE LIMIT. The owner is ****** **** also known as *******************. The website is *********************. *** ***** advertisements promise to build a $50,000 - $150,000/year digital asset generating passive income. His advertisements for ***** per month in 4 months, let alone the $50,000 per year advertisements were false and misleading. 04/18/2024 I requested a full refund of ******. However, *** **** refused to refund me.

      Business Response

      Date: 11/13/2024

      We mailed our response to the complainant today.

      Customer Answer

      Date: 12/04/2024

      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:

      Hello I never received mail correspondence from Amex and wish to reopen reference ID # ********.
      Regards,
      ****** *********


      Sincerely,

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




       

      Customer Answer

      Date: 12/04/2024

      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:

      Hello I never received mail correspondence from Amex and wish to reopen reference ID # ********.
      Regards,
      ****** *********


      Sincerely,

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




       

      Business Response

      Date: 12/13/2024

      We mailed our response to the complainant today.

      Business Response

      Date: 12/13/2024

      We mailed our response to the complainant today.

      Customer Answer

      Date: 12/14/2024

      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 am not accepting the letters by mail please share by email, secured channel or BBB. 

       

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 12/14/2024

      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 am not accepting the letters by mail please share by email, secured channel or BBB. 

       

       

       

       

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


      Sincerely,

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




       

    American Express Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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