Business Profile

Credit Cards and Plans

American Express Company

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

4,972 total complaints in the last 3 years.
1,716 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.

Initial Complaint
Date:11/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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,

****** *********
Initial Complaint
Date:10/31/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 recently reviewed my credit report and discovered an account listed under my name that I do not recognize or own. The account details are as follows:Creditor Name: AMEX,Account Number: *********************** Date: 6/15/1983,I am a victim of identity theft and have no connection to this account. I have also filed complaints with the **** and *****************, and enclosed copies of these complaints for reference. I respectfully request that **** remove this fraudulent account from my credit report.Thank you for your assistance in addressing this matter.
Business Response
Date: 11/07/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:10/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 October 25th, I wired $1,090 from my business checking account to my Amex business card. ******* confirmed that **** received the payment by the end of the business day. However, **** intentionally delayed crediting the payment until one day after the October 28th due date, allowing them to assess a late fee. I have consistently paid this card on time since first obtaining it, and consider myself a reliable customer. Yet now **** is mistreating me. I request the reversal of this unfair late fee, and assurance that my account will not be reported as delinquent, as I fulfilled my obligation to pay on time. Furthermore, I ask that **** refrain from contacting me on recorded lines or requesting personally identifiable information over the phone, as I will assume such calls are fraudulent given their use of representatives with foreign accents, which makes it increasingly difficult to distinguish legitimate inquiries.
Business Response
Date: 11/12/2024
We responded to the consumer via written correspondence today.
Initial Complaint
Date:10/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Offered 190k miles between 2 Amex cards in August 2024 and was only awarded 110k miles. After escalating and receiving confirmation the escalation was being reviewed, checked back in a month later and was told no escalation ever occurred and I would not receive the additional 80k miles. I am looking for my missing miles to be paid ~60k miles from original incorrect offer, plus the 80k additional miles that were incorrectly not applied per the intro offer.
Business Response
Date: 11/07/2024
We mailed our response to the complainant today.
Customer Answer
Date: 11/08/2024
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:

[Your Answer Here]
I have not received the document said that was sent in the mail today.

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

Sincerely,

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

Business Response
Date: 11/13/2024
We mailed our response to the consumer on November 7, 2024.We respectfully request that the consumer allow 7 10 business days for mailing time.
Customer Answer
Date: 11/14/2024
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 received the letter in the mail and AMEX is consistently standing by a bait and switch tactic where the published promotion was not in alignment with the offered promotion on the phone. As such, AMEX made the process tricky and hard to understand where I had to go between multiple people to finish the entirety of the process and go through numerous recorded processes. This would make almost anyone confused due to the created longevity and all the questions and switching of people and systems being brought forward to me, the consumer. Shortly after the call, I called back and provided direct promotions that were offered to me since what I was seeing on my account didn't seem to match up to what I was expecting. I was assuming this would be easily fixed since AMEX made the process challenging with an hour+ long phone call where I had to get back to my job finally before just trying to get done. On that follow-up call, **** essentially said, too bad so sad, you get what you get, what "I accepted", the base offer. It is probably true that on the phone, I only was offered the base offer, but with all the process I did not know that I was accepting only the base offer and called back to verify the same day and they said it was too late. To me, this is a bait and switch to a consumer who felt a reputable company like Delta and AMEX would not take such a bad tactic. Or at least would honor the promotion I shared and provide the appropriate startup promotion.

Please do not abuse a long-term customer and honor the appropriate promotion.

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

Sincerely,

*********** ******
Initial Complaint
Date:10/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
************************ fraudulently charged me, and **** denied my dispute. I provided receipts for my initial purchase and advised them I only agreed to pay the initial charge two months back. Restaurant-furniture submitted another charge after the delivery of items and provided fake documentation to ****, claiming I allowed this charge.Unfortunately, **** keeps denying my dispute claim, and I have been a customer for many years, spending hundreds of thousands of dollars with them. ************************ is also known to do this with other consumers.
Business Response
Date: 11/04/2024
American Express mailed our response to the consumer today.
Initial Complaint
Date:10/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 have 28 American Express Travelers checks. They are each for 1000 French Francs. American Express travelers checks were sold under the premise that they will always be good / cashable. The French Franc is no longer a valid currency, it switched to the Euro. I am having trouble getting American Express to honor their marketing that these will always be good and *********** argument is that American Express would have converted any French Francs in to Euros or another currency prior to the deadline to do so. I should not be screwed on these, because American Express was not screwed on these. Furthermore, I have read that they helped another person to be provided a refund once there was media involvoment. A news article of this fact, and that they do refund these well after the french franc was no longer a currency can be found here:***************************************************************************** serial numbers of the ************************* checks that I have are as follows:*********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** *********** So, in all I am seeking a refund for 28 checks. Please send the refund to:******* ******** *************************************************************************** I will not stop pursuing this ****er, if I can not resolve it by BBB complaint, I will open a lawsuit at my local courthouse. I will incur additional expenses. I have filed suit against numerous businesses and won each and every time. This is unacceptable I am having trouble getting my money back, make sure this gets in front of the right person that can handle it. I find it appropriate at this point they be refunded at a rate of $200/each. This is what I will accept as a full resolution.
Business Response
Date: 11/01/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 11/14/2024
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 opened this complaint, the only response received is that the business stated they have mailed me a response. I have been checking my mail regularly for their response. There was no option to post a reply on the website unless I somehow missed the option to do so.

The business has not given a reply, and I don't know why they would mail it anyway instead of sending it in response directly online ?

I'm not sure how to proceed, the only response that I have to my knowledge is as follows:

"American Express mailed our response to the consumer today."

That was on November 1st, I thought it reasonable to give it at least a week.

November 1st was a Friday, meaning the first business day since they stated they mailed something was November 4th, 2nd business day being the 5th, 3rd business day being the 6th, and the this complaint was marked as resolved on the 7th ?

According to the USPS website first class mail is as follows:

"
· Mail delivered in 1–5 business days
"

I don't yet have a response from the business, and I don't think that the BBB allowed for proper amount of time for their response to be delivered. Nor was any time allowed once a response was received in order for my response.

I respectfully request this complaint be reopened to allow for their response to be delivered to myself. I respectfully request at a minimum 2 further business days in order to formulate my response to them. This is a little ridiculous that ample time has not been given.

I really believe that at least 30 days should be given of a consumer no responding before a case is simply closed out. In this case, not even enough time for a letter to come in the mail was given.

Thanks,

****

Sincerely,

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

Customer Answer
Date: 11/14/2024
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 opened this complaint, the only response received is that the business stated they have mailed me a response. I have been checking my mail regularly for their response. There was no option to post a reply on the website unless I somehow missed the option to do so.

The business has not given a reply, and I don't know why they would mail it anyway instead of sending it in response directly online ?

I'm not sure how to proceed, the only response that I have to my knowledge is as follows:

"American Express mailed our response to the consumer today."

That was on November 1st, I thought it reasonable to give it at least a week.

November 1st was a Friday, meaning the first business day since they stated they mailed something was November 4th, 2nd business day being the 5th, 3rd business day being the 6th, and the this complaint was marked as resolved on the 7th ?

According to the USPS website first class mail is as follows:

"
· Mail delivered in 1–5 business days
"

I don't yet have a response from the business, and I don't think that the BBB allowed for proper amount of time for their response to be delivered. Nor was any time allowed once a response was received in order for my response.

I respectfully request this complaint be reopened to allow for their response to be delivered to myself. I respectfully request at a minimum 2 further business days in order to formulate my response to them. This is a little ridiculous that ample time has not been given.

I really believe that at least 30 days should be given of a consumer no responding before a case is simply closed out. In this case, not even enough time for a letter to come in the mail was given.

Thanks,

****

Sincerely,

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

Customer Answer
Date: 11/29/2024
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 have not been provided with a refund for my travelers checks. I have supplied the company with every form and everything they request. I have even supplied them with my physical checks being written on "void" and cutting them in half, mailing them. I have given them photos of my destroyed travelers checks. I have given them copies of my identification. I really hope their mailed response is my refund. Them not communicating through this forum and simply saying they mailed a response is frustrating, but like I am saying, I have given them every last possible thing they could want at this point. Can they confirm a refund has been issued, and the amount of the refund they have provided ?

Sincerely,

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

Customer Answer
Date: 11/29/2024
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 have not been provided with a refund for my travelers checks. I have supplied the company with every form and everything they request. I have even supplied them with my physical checks being written on "void" and cutting them in half, mailing them. I have given them photos of my destroyed travelers checks. I have given them copies of my identification. I really hope their mailed response is my refund. Them not communicating through this forum and simply saying they mailed a response is frustrating, but like I am saying, I have given them every last possible thing they could want at this point. Can they confirm a refund has been issued, and the amount of the refund they have provided ?

Sincerely,

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

Business Response
Date: 12/10/2024
We mailed our response to the consumer on November 27th, 2024. We respectfully request that the consumer allow 7 – 10 business days for mailing time.
Business Response
Date: 12/10/2024
We mailed our response to the consumer on November 27th, 2024. We respectfully request that the consumer allow 7 – 10 business days for mailing time.
Initial Complaint
Date:10/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Accidently made a charge $41.74. We NEVER use this credit card. Once we realized- we paid on Aug. 19th. (Due date we didn't realize was Aug. 9th). So some interest occurred and we didn't know until Sept. Sept. we get a bill with a late fee. Maybe it was 2 months, I'm not sure. But I called American express they could see we had paid in full. The gal said there was only less than $1. interest and she would take care of it and the late fee. I thought this was done and ************ Oct. 22nd I get a bill for $101.71. This guy sees where there was a small interest charge. He said he can't see the details from last month converstation. He made me pay $101.71 and supposedly?????? I'll get a credit on the card (that we never use) for $75. Keep in mind. This was 1 transaction I paid in full 10 days late. I called right away, it was taken care I was told (Which wasn't true), then asked to pay $101.71. This is predatory and wrong.
Business Response
Date: 11/12/2024
We responded to the consumer via written correspondence today.
Customer Answer
Date: 11/12/2024
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:

American express said they have responded in writing but I don't have anything??? On top of that since my complaint I had received a letter they didn't receive my payment I gave them my banking over the phone for $101.71. Ridiculous, I guess they inputted the wrong info over the phone???? SO..... I wasted at least another hour on the phone. I gave it to them again and this time confirmed it cleared my bank. From this phone call the American express representative found my first phone call where American express said they were taking care of the late fee (It was under my name), I owed less than 1 dollar in interest. DONE>.... They also have the 2nd phone call (under my husbands name) where that **** said if I pay the $101.71 he would credit me back $75. Which I reminded him I don't typically use this card. The original charge was $41 and they are trying to charge me additional $101 for a mistake even using. So which is it? Are they going to stand by their word the first time and I owe nothing. Please refund the $101.71. OR Are they going to credit my credit card $75 the 2nd phone call? I have neither and nothing in writing.

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

Sincerely,

**** *****

Business Response
Date: 11/19/2024
We mailed our response to the consumer on 11-12-24. We respectfully request that the consumer allow 7 10 business days for mailing time.
Initial Complaint
Date:10/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Hi dear BBB agent,I am writing to file a claim about my billing problem regarding American Express Canada Credit Card. I have a negative balance on my credit card account ending in *****, which is $ *******, hence I requested a refund check of $853.33 to be mailed to my address on August 5th, 2024. However, I never received it since asking it. I tried to call customer service to cancel the check and return the balance to my credit card account cause I could not receive the check successfully. Every time I tried to make phone calls with the customer representative team, the representatives only asked me to wait for the never-received check. Until October 19th, my request to return my balance to my account was submitted. After that, the wait time is endless once again. The representatives refused to tell me how long I should wait. I am kindly requesting again the balance to be returned to my bank account.
Business Response
Date: 11/12/2024
We mailed our response to the complainant today.
Customer Answer
Date: 11/13/2024
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:

[Your Answer Here]
I did not receive any response and so-called mails from AMERICAN EXPRESS yet.

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

Sincerely,

***** ****

Business Response
Date: 11/20/2024
We mailed our response to the consumer on 11-12-24. We respectfully request that the consumer allow 7 10 business days for mailing time.
Initial Complaint
Date:10/24/2024
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
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.
American Express has a terrible record with online customer service. I have tried repeatedly to get them to fix the problem, and the agents just ghost you. I've been on hold waiting for 45 minutes (they said "I'm checking it now. One moment please") and then just left. This is not the first time they have played this game. I was misbilled for a companion card I did not request on July 23rd. I asked for it to be fixed at the time. They said they would. But only part of the charge has been credited back. The remainder is due. As it is their own charge, there is no way to dispute their mistake but by contacting customer service. But customer service does not respond. And reaching someone to fix a minor problem is made next to impossible by terrible service representatives. Perhaps it is a strategy to just make customers absorb incorrect charges...
Business Response
Date: 11/11/2024
American Express mailed our response to the consumer today.
Customer Answer
Date: 11/11/2024
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:

The answer is untrue! It says simply that American Express has emailed the consumer. They have NOT done so. Ask them for a copy of what they claim to have sent...
There has been no explanation either here or by email, and still no credit for the overcharged fee.
This whole complaint is about American Express customer service not responding, and here again they say they have but have not responded and not fixed the overcharged fee.
Sincerely,

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

Business Response
Date: 12/05/2024
We mailed our response to the complainant today.
Customer Answer
Date: 12/06/2024
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:

[Your Answer Here]
No response has been received from American Express, by mail, email, or phone. If they had a response they could list it here instead of saying each time they are mailing it and never doing so. They have claimed this twice now and told BBB to ask for my response, yet no contact has been made or even attempted by American Express. This is clearly a game they play to try to get rid of BBB complaints, hoping the complainant will assume a message is coming and not respond in the required 6 days.
This complaint remains open and valid if and until American Express actually responds. They have the option to list their reply here, yet still have not done so.

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

Sincerely,

****** *******
Initial Complaint
Date:10/23/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 recently reviewed my credit report and found an error. I am a victim of identity theft, and the following account is not mine:Creditor Name: AMEX Account Number: ******************* Opened Date: June 7, 2018 Balance: $39,931 I did not open this account nor authorize anyone to do so on my behalf. I request that this fraudulent account be removed from my credit report and that the credit reporting agencies be notified of this correction.Please provide written confirmation once the account has been removed and my credit report corrected.
Business Response
Date: 10/31/2024
American Express mailed their response to the consumer today.

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American Express Company is NOT a BBB Accredited Business.