American Express
Reviews and Complaints

On 7/27/2015 my car was broken into and my checkbook and AMEX credit card were stolen. I was in the process of signing a lease to move into a new location as of 8/1/2015 and had left my personal items in my car while at work. After calling the police and making a formal report, I immediately called AMEX services and reported my card stolen. Apparently, the individual who stole my card shortly after went to a Walgreens and made a withdrawal for $500 in cash. I was assured that the fraud on the account would be dealt with and that the account would be frozen by an American Express associate. The following morning I woke to find all of the intended rent money in my Chase banking account drained to approximately -$2, 500. Apparently, an American Express associate authorized a payment on the credit card account which was frozen at the time with the personal information from my checkbook. As a result, I frantically contacted AMEX again and was insured by a female employee that she would fix the "personal error" of the company by issuing a credit for the exact amount of the fully-paid transaction that I did not authorize on my account. I later found out that because I had no allocated funds there was an ADDITIONAL charge for the exact amount of my current account balance in question of fraud. I was, at no point informed by this AMEX associate that I would be charged an additional balance on my account that she described as a credit. After speaking to both a female and male supervisor in the fraud department I was informed that a complaint would be created on my behalf for the "company error" made by the employee who authorized the extra credit on my account without any allocated funds available.The supervisor assured me that "serious disciplinary action" would take place for the lower employee who had made this ill advised call despite my allotted credit balance was only $1, 500. I have yet to hear any response from my supposed claim complaint and I am growing impatient. I have no intentions on continuing to pay the card balance without any response from corporate on this matter. The mistakes made that led to this unfortunate situation are the fault of the company and not the client. My error was having my car broken into. My error was trusting that a highly regarded company such as American Express, would not allow someone to withdrawal cash without my knowledge or pay the full balance on a frozen account currently under investigation of fraud. My error was assuming that after multiple calls to your department and the many admitted flaws of American Express staff, someone would offer me a remedy to the situation. Instead, I have been made responsible for a near $4, 000 credit balance as result of having my car vandalized, money stolen, trusting American Express employees, and having my complaints ignored. I have every intention of continuing to pursue a solution which I believe I am entitled to. I would appreciate feedback sooner rather than later. Thank you.

10/13/15 I do not have an American Express card but I get a call at least once a day from this phone number: [protected]. I screen my calls and don't answer the ones I don't recognize...I have never known American Express to resort to soliciting customers by phone...that's why I think they are phony. I am in my 70's and am aware of scams that are used on the elderly like myself. I think you should be made aware of these calls. Sincerely, Connie Brennan

My Dell Laptop, purchased with my Business Amex card died after 2 years. Motherboard, dead. Being a computer tech, I tried first to revive it, and then, as I was going away, Dropped it at a colleague's shop to look at before I went away. When I got back, I picked up my laptop and was told that it was, in fact, fried. I then looked up my warranty info and as it was outside the MFG. warranty, but the failure occurred within the Amex extended period, gathered all required docs and filed a claim with Amex. A few weeks later I received a denial from Amex, with the reason given that I filed the claim (9) NINE days outside the coverage period. I immediately contacted the Amex Assurance Co. and stated my case, that the failure actually was within the time period, and I was going away at the time, and filed the claim as soon as I had everything together and knew it was, in fact dead. I was told the only thing I could do was file an appeal, which I immediately did. Yesterday I received the attached response.

Not only did they deny the claim, based on it being filed a measly 9 days past the date, but they tried to blame their ridiculous denial on Dell, and they lied in the process.

They claim they "contacted Dell" on 2 occasions to inquire about whether Dell makes exceptions for coverage. #1. The first number they called is for Dell Small Business Sales. The computer was purchased from Dell Home. #2. As so-called proof of this contact, they give us the names of fictitious CS Reps. "Zack" and "Mike" when we all know the respondents at those numbers are Indian reps. #3. I know for a fact, as in my business, I have come across this many a time, that Dell MOST CERTAINLY WILL make exceptions for a few days over warranty in most cases, as part of good customer service if their product fails, and #4. Whether or not Dell makes such an exception has ABSOLUTELY NO bearing on whether or not Amex should or can. None. For Amex to try and lay blame on Dell here is nothing short of pathetic and disgusting. It is THEM who's being petty and cheap here. It is Amex providing poor customer service, not Dell. Seriously, what company, who values their long time customers, wouldn't make such an exception in this case, particularly over 9 days, and that's taking into account that the actually failure occurred earlier. Just extremely poor

I tried making a purchase with my AMEX card this AM only to have the charge denied. I pay off the card in full every month and haven't missed a beat since I got the card several years ago. I subsequently made 5 calls to "customer service" only to be met by ignorant, incompetent first line reps whose primary job it is to wear down the complainant. Due to the nature of the purchase and the amount, it required transfer to a "supervisor" who possessed the same work ethic as their underlings. Every transfer resulted in the customary "phone going dead" except for the last call during which the "supervisor", I'm sure acting according to company policy, hung up on me. On my first call I engaged the automated system which supposedly solved the problem but did not.
I don't expect any attention from AMEX, especially given the scathing reviews from my fellow customers.
I would be very interested to know how these minions at AMEX would feel if they got the same treatment some where else.
Also interesting to note that AMEX, like many companies that could care less about "customer service" don't have some way of getting feedback about how their company operates. I guess the VP of Customer Relations has a really easy job at AMEX!
It's ok AMEX, you are only one company on a long list of those that treat customers like garbage. Guess what, I am done with your card and hopefully I can convince others to do the same. See how you like them apples.

I cancelled my personal Amex card on October 2014, i had some debit on that card, that was supposed to be refunded by Amex to me, i requested to receive it by Cheque.
Since then, i received nothing, and every week i follow up with Amex on phone (costing me for international calls more than the debit i had in Amex), surprisingly, Amex response is always advising to wait, or that the request had a mistake and they need to request again, or waiting for approvals, last excuse was that delay is to due to overdue on my corporate card, every week they have an excuse.
Cheap and shocking service level, Amex provides service only if you use the card and pay interest, if you cancel the card, you get 0 service, if i have the option to cancel the corporate card i will, cheap company, poor service, stupid processes.

I placed a bid for a vacation package through American Express Travel for Universal Studio in Orlando for 4 people in June 2013 what I got was a exclusive VIP Experience for 12 people for 2, 848.00. Something I didn't want or needed as their are only 3 people in my family. Talking with the service people at American Express travel is a waste of time as I go nothing but run around from them and also the contact person for Universal Studios. I should have learned my lesson with the hotel rooms I had booked through American Express Travel which were more than what the hotel was charging this happened to me twice. This is not the company you want to deal with as you will not get a fair deal. You can't file a written complaint with American Express travel as they say they do not have a physical address. This has been a very upsetting experience for me but I will no longer use any American Express product or services as they were the only reason I used this travel service. Now that I finally have received the complete details from Ms Michelle Perez at Universal Studios (got this in January 2015) I cannot even give it away to a charity to be used as I cannot afford to take three people to Florida for a 12 person useless VIP experience.American Express Travel is not the company you want to use. VERY POOR CUSTOMER SERVICE AND SOMETHING SHADY

On the 21st of January I took a work lunch break to go and buy my wife her 30th present for the amount of $2, 500 and at POS the transaction was declined. A second attempt was made as I am well aware of my account balance and it was also declined. I made a call for the first time to AMEX CS and setup my pin then was waiting for 7.5 minutes and was hung up on. A second call was made and got through to a team member who informed me that the account was under review and they need a specialist to call me back. I explained the circumstances of being at POS and on my work lunch break; I was told it would be 15 minutes, which I accepted. 45 minutes later with no phone call I made my 3rd call, I was then informed my mobile was incorrect and someone will call me back, I stressed the urgency and was "promised' a return phone call will be made in 5 minutes. 30 minutes later I still did not receive that phone call. 4th call was made fuming with frustration I was told they are trying to speak to the primary cardholder for 'verification' as this was an abnormal transaction. I explained that I have made tens of thousands of dollars worth of transactions and yet this was abnormal? If I knew this from the beginning I wouldn't be sitting here 3 hours into my break from work and could have asked my wife to make the call with precaution as I was buying her birthday present. Furthermore I then asked to speak to a manager and was informed "we do not have a manager her for you to speak to but we will have someone call you? Another call back? I said fine, no phone call was made. During this time my wife picked up the call before I could get to her to find she found the place of purchase, the amount and now knowing what I had purchased for her 30th birthday. My wife is furious and demanded the representative an answer as to how the transaction is abnormal knowing all previous purchases and the only response received was "hahaha sorry, I will arrange someone to call him in an hour?". My wife responded with "an hour? Are you kidding?". It was agreed a call back would be made in 5 mins. No call back received. I went back to work having to pay for an unnecessary cab ride and to explain to my boss the reason, which was deemed as unacceptable. I am now dealing with surcharges to direct debits as this account "being under review" has caused the direct debits to be declined. My wife now knows her 30th birthday present. I was lied on 4 occasions and my wife was lied to on the one call she made. Today is the 26th Jan, 5 days after the purchase now having to work on weekends to make up the lost time, I was informed that there is no management in customer service for me to speak to or was that a lie also? and worst of all I still haven't received that call.. Working in the digital media industry myself I will pursue every avenue to voice my opinion and experience with AMEX CS received, my previous work colleagues at Fairfax Media now have great interest and I will soon pursue this issue with the ombudsman for loss of work, unnecessary costs of organising a cab ride back to work due to the excessive time this event had caused, promising multiple call backs? no management for me to speak to? the expectation of AMEX to block accounts without probable reason and expect to wait for their customers to call them? Ruining my wife's 30th birthday present? I am lost for words..

I will try and make this as brief as possible. We travelled to Mexico in 2008 and I was interested in the promise that a new building would be constructed and I would be one of the Elite customers who got in first. After three hours of wrangling with the salesperson, I was told that to show good faith and leave a small deposit to show we were serious. After they had a deposit, I was told the deal could not be finalized until approved by management.
I kept asking the salesperson for an update and he kept saying he was waiting for an approval from the manager who is in New York. Once three days had gone by and we had not heard back, I called American Express to inform them I have a charge on my card that I will dispute. The lady at Amex said no problem but I had to wait until my bill came in the mail to dispute. This is when it got ugly, Upon arrival I called Amex again to dispute and they would investigate for over a month and came back with a ruling that we owe $20, 000, 00 CAD ! We left Mexico with only a partial contract with items that needed to be clarified. They even forged a signature and it is plain as day. The RCMP acknowledged it was fraud but out of their jurisdiction. Head of American Express Corporate Mr. Rick Neals also agreed it was fraud and didn't understand why the money was transferred so quickly to the other party when Amex knew of the dispute so early on. Mr. Neals unfortunately was head of corporate not consumer. Its been six years now and the only negative mark on my credit report is American Express.
This is my true belief why this happened.
1. Upon entering the resort there are signs everywhere "American Express Card Preferred"
2. American Express makes millions from this resort, if they make the resort mad they could possibly switch to Visa.
3. My lawyer said all the documents support a very strong case against Amex but would take years to settle.
4. Being gullible (stupid) is also another reason this happened.

I keep reading the forums every year and there is always something to do with fraudulent activity with this resort. I feel American Express is knowingly assisting these individuals committing these activities. My life mission is to let anyone who holds an American Express card what has happened to me personally.
I still get collection calls from Sandos for non paid membership to HSI.

Thanks for listening, and just say NO to American express ! There are too many other options.

I am currently live and working in Thailand also using the American express card around 10 years now. As I have to go short travel abroad for couple of days. Well as I doesn't want to carry the cash and prefer to use the credit card which of course American express as I am only trust card. By the way as I told them before I am leaving country I will put money in the card at lease 30, 000 Thai baht for up my credit and I am asking the credit department to reserve the emergency credit for me another 30, 000 in case of some thing happen,
WHAT THE CREDIT DEPARTMENT SAID PLEASE PAY UP FOR THE FULL AMOUNT SO THEY CAN UPDATE THE CREDIT FOR ME.
I am explain to them this is only asking for reserve the credit just in case of urgency they said they understand but they need update book bank, many things, , , , , , , ect... As I have no problems of payment and understand that I have to put the money upfront just only reserve credit they are not able to do this for me who is 10 years using this card. I am not using for free I pay for the service also, I even say I will considering to stop using this card. Really considering that,
Please get back to me a s a p via E mail [protected]@gmail.com

We purchased a pass card for our teenage daughter through American Express pass, we were supposed to be able to pre load the card. Our daughter would have access to balances, etc. 3weeks llater and no resolution, 5hours via phone and internet, we still don't have access to the 75.00 they took from my checking account immediately after I started the process. Now, completely fed up, requested to cancel and refund. I was told it would be 10 to 15 days. The entire process was exhausting. Reps at American Express are nice but the pass card is not a good option.

i am usually a fan of Amex... but recently they sent me a letter (from P. Hopkins) asking me to call [protected]... I called and was put on hold for over 30 minutes?!... when I used LiveChat they told me everything was fine... really pissed me off... why bug a happy customer and waste 20 minutes of their day?!... bad Amex - not such a fan anymore

I have perfect credit score and spend $40, 000 a month between 2 cards. We use them to buy product to resale. I have never been late and used the cards and made payments based on their own rules. One day, my card quits working and I get a phone call saying they have put a limit on my cards because of debt to income ratio. No lead time or nothing. My business plan was wrapped around using American Express. I have to go acquire new cards and that takes time, or get credit terms from my vendors, once again that takes time.

So, in the meantime I have to listen to my customer ### because I can't ship product. I am not going to pay them early just to use the cards! They could have told me to plan for a credit cap in 60 days and to plan around that. But, NO! They screwed me and don't care. I got MasterCard and VISA now. The customer service rep even had the nerves to tell me I had options and choices! UGH How does American Express stay in business?

Have been customer with Amex since 1997, paying $450 for the Delta Reserve card and also the $150 for the Gold card and the SPG cards. Recently received a letter 'we are reducing credit limit from $25, 000 to $2600' because I have recently taken some financing from other banks to open up a business! Now, last year, I made transactions over $80, 000 in total between all cards and almost the same the year before. Again, no late payments whatsoever! I called to ask and they said I would need to provide additional information to them if I wanted to have them look at the credit again. I expressed my thank yous and said it was ok and we just continue cause I did not want a hard enquiry. A couple of days later, I paid $2, 000 to the Delta Reserve card just so I could have enough to run some Delta expenses on it. A day later I get a call from a nasty person at AMEX asking why I paid in advance (I am setup on automatic payments every month). He categorically threatened to cancel the card if I did not convince him otherwise. Next thing I know ALL MY CARDS are cancelled! All points and everything gone! I paid $450 and $150 for the cards for the year and they just did not even refund that money! I was sent to various departments including credit and the RLA department (who had cancelled the account). I was told I had 'too many delinquent accounts' 'and I was late - which has NEVER EVER been the case. I have made repeated calls to American Express to ask why and where they obtained their false information and that they have caused me a great deal of distress and wasted time contacting the credit bureaus to investigate. Also told me the reason it was closed was that I had another American Express account (a green card) and I had not maintained in terms of agreement and closed over 7 years back in 2005 which is completely falsified information. I have had no such thing on my credit report now or in the past. No recourse and I lose all points, everything and my credit is in trouble! I have no one to turn to or no way to fix this. I am appalled at the conduct of American Express and their blatant and willful misrepresentation of customer's alleged 'bad credit'.

Amex is offering a Reserve Delta Amex card. It has a very high annual fee, but substantial benefits - supposedly. One benefit is you get 10, 000 MQM miles and 10, 000 bonus miles (which is a bit of a scam in itself, because both of them add up to just 10, 000 miles as if you flew them) upon making your first charge on the card. So I called and said I already have a Delta Platinum card, so I just want to upgrade. The guy said OK, but you only get 5, 000 miles for upgrading. I said OK, but when I did my figuring, I was assuming 10, 000 miles, so that changes things. Let me refigure, I said, and we said goodbye. I called later the same day and another customer service guy told me that since I already called and didn't take their offer on my first call, the offer was no longer valid. So I could sign up, but now instead of 5, 000 miles I would get zero. Are they nuts? And I've been a loyal customer for years! I don't understand that kind of horrible, illogical customer service.

I have been an American Express card holder since 1983. I missed making the credit card payment by one day and I was charged a late fee and finance charge to my shock. I called the customer service and talked to a rep about the charges. She started telling me about company policy and why I was charged late fee and finance charges. I asked her to waive the charges. She said she can waive the late fee but not the finance charges and she has to get a supervisor. The supervisor started telling me that they cannot waive the Fee or the Finance charges because they did it once before and it is only a one time courtesy and he refused to waive the late fee and or finance charge. Their customer service lacks integrity. I have decided to cancel the card.

I was followed on the internet for 6 months by timothy curtin law firm located in atlanta, georgia. The # [protected]. They are in collection. And client is american express. I was harassed in a very evil and vindictive horrifying way.

I have a debt with them and unfortunately had a (Bulging herniated disk) that is very painful and has been keeping me down. I had an mri and have record. I was in the printing industry and trying to get better at my residence. There are a lot of things I can do on the computer I have. However not for too long and sometime not at all. The last medical adviser said I could apply for disability. I do not want that. Hope not to.

I’m 47 and want to get back to the field of my major after years of customer service, billing, and was going well when they interrupted and honestly scared me for 6 months.

The harassment started on twitter then youtube. And everywhere else. My partner and I have been together for 23 years and live in midtown. We have actually been pillars of the community. We own and pay high taxes. Always done as much as possible even volunteer in making tons of calls in election four years ago. However we were younger and healthier then. Now slowing down.

I was followed on these sites and harassed. At first I had felt so much evil from what they were doing. They were able to access photos of mine. They took them and altered them with by adding other people in them. They used my photos and created similar videos on youtube. If you know youtube. I have a channel and when you search it would bring up on the side videos suggested for you. So I followed in horror. The more I followed the videos the more private information I would see. Like my partners name and mine. Family names repeated. The images were red tone in color and the people looked fake.

I can tell fake and bad quality design because of my print experience. My partner took a break and left during holidays and my back was at its worst. So I could not go anywhere. I was fine with that and just wanted to work on my projects. The imagery got so bad and gave and complete statements when I went to the aol help page. I had felt and did find more. I was named a nobody.in the body of text in the web pages. Homophobic and for war against our president.

Clearly stated. You on the phone with your mom talking about a tech savvy friend to help. There was a loop in windows 8 that allowed access to private pc. Worried that you will loose personal information.

I knew it was a hacker and not a loop hole. I was terrified and called the police. The agency obviously set it up. The police acted confused as who called. And forced me to be evaluated taking my insurance information. I will have to let you know about the bill. I was kept in emergency area of hospital for about 4 hours. Of course just terrified. The physical concern I have is my back and no other concern except a bit depressed. However became so depressed by there harassment. I could barely move due to my back. I have been so scared and became their prisoner for six months.

They became lesser of a concern with new privacy adjustments and actually on a chat site for friends they reviled more. I confronted recently on the net in a long message.

I hope they have stopped I need to work at my residence. I like my work and avid pc user.

They interfered as a hacker that could be dangerous in many ways. There is not much I could do, so I suffered through. At same time my back at its worst. An aunt that was in serious condition and parents that were upset I could not visit during the holidays.

I just hope you can announce or help in a way so that if any one other individual of god stuck at home, not well, and alone will not be harassed to the point of horror for money.

It must have cost a fortune for them to do this. And really disturbing.

Thank you so very much and most sincerely,

An avid fan

So I have used my card for months with no complaints except the inability to get cash back and the face half of my utilities don't take AmEx. While I'm at Wal-mart last night I put $500 in cash on my card so I could pay some bills in the next few days. Then I wake up today, less than 12 hours after my deposit, and my whole account is frozen because I made one transfer from my brothers debit card onto my account for $80 2 weeks ago. We thought it was a convenient way for him to pay me for his cell phone bill. The lady tells me I broke the terms and conditions by depositing money from someone elses card. She was right, though I had no idea that was a no-no. It does say it in terms and conditions, the problem is it is surrounded by 10, 000 other words, and it says casually to deposit money from a card with your name on it. It doesn't say DO NOT deposit from another card. So now my account is locked permenantly because I broke one of the rules that is like a line drawn in the sand she says. Yet she wants to call the bank on my attached debit card to verify those deposits and my brothers. Whats the point if the line has been crossed? She gave me a number to call and could not tell me when my card balance would be returned to me. Now my main problem is I have my direct deposit hitting tomorrow. I have already called payroll and the money has already been sent to the bank/card and its too late to reverse it. I call and they can't hardly talk to me because my account is locked but the guy thinks the deposit will be rejected but he's not sure. It better not go on the card and get frozen. There is no way I am just letting them have 1000 of my money. If anyone has found a way to get anything accomplished any help or advice would be greatly appreciated. Don't just say your money is gone forever because I read every word of the terms and conditions since this morning and nowhere does it say you forfeit all deposited funds if this agreement is broken. Not to mention the legalities of keeping someone's money. Any help would be appreciated

Received an offer for AmEx Gold card for my busienss. if I spent $5, 000 by February 8th, 2013, i would receive bonus 50, 000 Membership Rewards points. Have spent over $5, 000, within the time period, and AmExp is now saying the end date was last month. I have all the support documentation and these jerks are saying it doesn't matter, i was signed up to a different promotion. Not only that, have been trying to get someone ther eto accept copies of my documentation, and no one cares. What a piece of crap. Doubtful I will be renewing this card when the year expires.
Disppointed Customer