AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 236
2017-11-02
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Company Response: Closed with non-monetary relief
2017-11-02
Arsenal, PA
Communication tactics
Debt collection: Credit card debt
You told them to stop contacting you, but they keep trying
Company Response: Closed with non-monetary relief
2017-11-01
Lewisville, TX
Problem with a purchase or transfer
Credit card or prepaid card: General-purpose prepaid card
Charged for a purchase or transfer you did not make with the card
Complaint: I was sent an American Express giftcard for my wedding in XX/XX/XXXX. The card remained in my possession until I tried to use it in XX/XX/XXXX. There was no balance on the card. I researched the previous purchases and found that it had been used to make several purchases at XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX. All businesses are located in California, XXXX XXXX County. I live in Texas and have never been to these locations.
I contacted American Express who told me that they did not have enough information to refund the card based on fraud. I was told there was nothing to do and I had to contact the merchants myself.
I have the card in possession, including the packaging the card came in.
Company Response: Closed with explanation
2017-11-01
Simi Valley, CA
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Complaint: XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, XXXX XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX XXXX XXXX Regarding : American Express and Violations of Fair Credit and Reporting Act Dear XXXX XXXX : I am writing to file a complaint against American Express XXXX. As both a business owner and a head of household, I have maintained dozens of credit cards during the last 30 years, and I have never had to complain about the service I was getting from a credit card company. Unfortunately, the credit card and charge card companies have suddenly changed their operational policies, attacking customers and flouting the Fair Credit and Reporting Act. A review of my accounts will show that I have always paid my credit card bills in full and on time each month, and in the rare instances where credit card payments have been a few days late, this occurred because of problems with the mail, when I was traveling, or under circumstances beyond my control. I am writing at this time to file a complaint against American Express, having failed to get any response from American Express after sending multiple letters to XXXX XXXX at the corporate office. Despite the fact that I have been a very good, loyal customer for more than twenty years, American Express has engaged in hostile tactics against my account, freezing my account without notice over a {$1.00} charge from XXXX that the fraud department thought might be a fraudulent charge on my account. I am sure you can appreciate that this is far more than an inconvenience.
I am incredibly disappointed with the recent American Express customer disservice I have experienced this past month. On XXXX XXXX, XXXX, I received an email from XXXX XXXX XXXX, a merchant in XXXX, XXXX, complaining that they had attempted to bill my credit card for services they were providing and American Express had refused to authorize the purchase. Having just arrived home from the hospital after the death of a family member earlier that morning and having spent more than 10 weeks trying to work with the United States XXXX XXXX - which had lost the package for two months - I am sure you can appreciate how upsetting it was when American Expresses refused to authorize this transaction, particularly when I have always paid my American Express bill in-full and on-time.
Despite being very busy dealing with life and death patient emergencies on Friday, XXXX XXXX, XXXX, I had to interrupt patient care to call American Express in order to find out what was happening with my business credit card. When I spoke with the customer service supervisor in the fraud department, XXXX told me that American Express had initiated a fraud alert on my account. I did not initiate the fraud alert. To make matters worse, I received absolutely no contact from American Express, whether by telephone, text message, email, or conventional mail, notifying me that there were concerns about fraud on my account. Please listen to the recording of this phone call very carefully. At first, the employee from the fraud department seemed uncertain about which transaction had triggered the alert. XXXX then identified a transaction in the amount of one dollar from XXXX, but he was not able to provide me any further context. Initially, I told him that I did not recognize the transaction off the top of my head and that I would need to do further research. He went through a number of other transactions with me, and not having my credit card statements or receipts, I initially did not recognize some of the transactions but after speaking with my office staff, we were able to confirm that all of the other transactions XXXX described me were legitimate transactions. This became a very time-consuming effort in the middle of busy patient care, and XXXX insisted on going through far more transactions than most fraud representatives would have gone through, particularly when I was identifying all of them as legitimate transactions ( except uncertainty about XXXX ). I explained to XXXX that I had recently experienced fraud on my XXXX XXXX account as a result of the XXXX security breach, and I specifically and repeatedly asked XXXX to please not take any action against my American Express account and that I would look into the validity of the XXXX charge and get back to American Express as soon as possible. At that point, your employee reiterated that he would not suspend or close the account and that the American Express fraud department would keep an eye on the single XXXX transaction and that American Express would immediately approve and release the funds to XXXX XXXX XXXX.
About two hours later, I had my office manager call back because I received an email from XXXX that reminded me that the charge from the XXXX was legitimate. When we called American Express the second time on Friday, XXXX XXXX, XXXX, we were told that the security alerts would be taken off the account, that the account was active an unrestricted, and that all of the transactions were being accepted and paid, specifically the charges from XXXX XXXX XXXX.
On the morning of XXXX XXXX, XXXX, I was incredibly embarrassed when I received another email from the merchant in XXXX XXXX, XXXX XXXX XXXX, telling me that American Express had once again refused the transaction. Amazing! My office assistant called American Express and spoke with XXXX and was told that the account had been closed due to fraud. Stunning! Your representatives from Friday did exactly the opposite of what they promised me they would do. When we called back on Friday the second representative gave no indication that the account had been closed, and again American Express has made no effort to contact me or to notify me of a problem with the account or that the account was being closed or restricted. I had just spent last week in transferring many of my XXXX XXXX recurring automatic payments to American Express, and now American Express has caused me and my employees a lot of extra work and has cost my business significant and quantifiable financial losses. I was in the process of transferring most of my regular business back to American Express after the fiasco with Equifax and XXXX XXXX, and now I am dealing with the same type of incompetence at American Express. I can not believe that American Express is holding up my account hostage over a one dollar charge, particularly when the charge was completely legitimate.
On XXXX XXXX, XXXX, we asked to speak with a customer service supervisor, and I finally spoke with XXXX, employee identification number XXXX. XXXX repeatedly addressed me as XXXX XXXX, and most professionals who have attended 25 years of schooling find being addressed by their first name or Mr. extremely insulting. Again, I would encourage you to listen to the tape. I was certainly very upset with the way American Express has treated me. Your employees did exactly the opposite of what we agreed they would do and more importantly what they should have done - and there was no grounds for them to close my account. XXXX claims that my account was closed because I had previously reported fraud and someone taking over my accounts and posing as me. I do not recall this ever happening. While there have been instances of infrequent, minor fraud, I suspect not much different from most accounts doing the volume of business that we are doing.
As I mentioned earlier, I was in the process of moving a lot of my business back to American Express, about $ XXXX {$50000.00} per month of credit card transactions. This experience has been very just stretching. At XXXX XXXX, I was earning 2 % cash back, and I was not paying an annual fee. At American Express, I am paying a {$490.00} annual fee, and my rewards points are limited to very expensive merchants and these merchants are charging a huge premium on rewards points, or the alternative is The XXXX XXXX which has horrible customer service and low quality products.
My employees and I have now wasted several hours because of American Express employees mistakes, and this has cost me and my business {$4000.00} in lost revenue, along with loss of use and loss of opportunity. American Express has paralyzed my business for no good reason, taking away my access to credit. I believe this is a violation of the Fair Credit and Reporting Act. Not only did American Express close my account, but American Express failed to notify me in a timely fashion, and American Express failed to send out replacement credit cards. Four days had passed before I discovered - on my own - that there was a problem. Meanwhile, four days also lapsed without replacement cards being sent. This is totally unacceptable service on a platinum credit card for which I am paying {$500.00} a year. I wonder how your Black Card customers are treated! Consequently, I am requesting a full refund of my {$490.00} annual fee along with the credit of XXXX reward points to offset my cost and lost income. Please make sure I have my replacement cards this afternoon. Please have American Express contact XXXX XXXX XXXX to accept responsibility for the failure to authorize payment.
I have written multiple letters to American Express Chief Executive Officer XXXX XXXX and to the corporate office, and I have either had no response or my concerns have been passed off to a low level, poorly-trained customer service representative with no authority to correct any of the problems we have face.
Sincerely, XXXX XXXX XXXX, XXXX.
Chief XXXX XXXX Diplomate of the XXXX XXXX XXXX XXXX and XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX. Box XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, XXXX XXXX
Company Response: Closed with non-monetary relief
2017-11-01
Dublin, OH
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Company Response: Closed with non-monetary relief
2017-11-01
Brooklyn, NY
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Company Response: Closed with explanation
2017-11-01
Hinsdale, IL
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Complaint: In XX/XX/2016, I opened an XXXX XXXX XXXX XXXX XXXX Credit Card, and I have not received the bonus XXXX Starpoints. Nor has my mother received the bonus XXXX Starpoints for referring me. I was also under the impression at the time of sign up that I would receive an additional XXXX points for reaching a certain spending threshold, which I believe had been met. I have tried unsuccessfully several times, through phone calls and online chat sessions, to get XXXX to uphold their contractual agreement with me.
I was told by a customer service rep through an online chat session that these points should be awarded to me in XX/XX/XXXX. After not receiving them, and numerous attempts made, I threatened to sue XXXX and was transferred to a manager who overnighted XXXX points to my XXXX account.
I later discovered that these were not the XXXX bonus points as promised, but rather a forward of points that I would be in debt to. I was never told this. My account has not been generating consumer spending reward points since.
I have been lied to my an XXXX rep, on phone record, that a manager would call back within 24 hours to resolve the issue. Never received a call. I have been lied to on chat session about the date I would receive my rewards. My most recent chat session ( screenshots attached ) asked what the next step would be to prevent this from going to court. The supervisor never responded and ended the session.
Note : Some of the screenshots are not loading. Can I send them to an email address?
Company Response: Closed with non-monetary relief
2017-11-01
Atlanta, GA
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Complaint: I received an Email from XXXX directly in XX/XX/XXXX, addressed to my name and one of my XXXX card, about the promotional offer that I can earn {$25.00} per card if I add an authorized user and charge $ XXXX spending on that card, and the offer is up to 4 cards ( up to {$100.00} in total bonus ).
I followed the rules, and added 4 additional cards, met the spending requirements. I got two additional Email from XXXX about the same offer in XXXX and XX/XX/XXXX. In the last Email, XXXX stated that they were experiencing some website outage related to this offer, extended this offer expiration date to XX/XX/XXXX.
I have waited several months, but still not got the bonus rewards as advertised. I contacted XXXX customer service, but theirs investigation said I personally declined the offer, which is so ridiculous. As I double checked the offer Email carefully, there is no option to decline an offer. The only link within the offer Email is to participate the offer.
Company Response: Closed with explanation
2017-10-31
Tarzana, CA
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Card was charged for something you did not purchase with the card
Complaint: Consumer Financial Protection Bureau : I have reviewed the response made by the business in reference to complaint ID # XXXX, and have determined that my complaint has NOT been resolved because : Merchant is misleading American Express and provided a copy of contract that was paid with XXXX XXXX card on XXXX and was not paid with my American Express account. That dispute was submitted to XXXX bank and was closed with a full refund. Documentation is attached.
I did not authorize the charge on the American Express card on XXXX referenced in this complaint. My dispute was not handled correctly. Please check your customer service call logs as I was advised by American Express representatives on numerous occasions that the dispute was raised incorrectly as billing inquiry rather than fraudulent charge ( XXXX Dispute Ref # XXXX ).
Copies of the XXXX response and supporting documents are attached.
Sincerely, XXXX XXXX
Company Response: Closed with explanation
2017-10-31
Lk Buena Vis, FL
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Credit inquiries on your report that you don't recognize
Complaint: This is a complaint against AMERICAN EXPRESS, TWO INQUIRIES. DATE : XX/XX/XXXX and also XX/XX/XXXX. I am a victim of identity theft and did n't authorize this inquiry in my credit report. This situation has me very stressed because this is a fraudulent account that was initiated without my permission.
Company Response: Closed with non-monetary relief
2017-10-31
Brooklyn, NY
Unexpected or other fees
Credit card or prepaid card: General-purpose prepaid card
Complaint: Sent To : American Express XXXX XXXX XXXX XXXX XXXX Good Afternoon, I have a serious complaint in regards to how I have been treated by the representatives and question the process protocol and basic understanding of how processes take place in your company. After XXXX hours on the phone with American Express XXXX, I have no resolution and have had a disgusting customer service experience.
On XXXX/XXXX/XXXX at XXXX, I received a text message from XXXX XXXX XXXX XXXX : Asking " If I tried to charge XXXX at XXXX # XXXX, Reply 1 for Yes 2 for No ''. I responded " No '' then received another message to call American Express Serve. I called immediately and heard my balance was low. I discussed with the representative that I was just leaving work and had not used my card. She assisted with turning the card off and canceling and stated she would mail me a new card. She also advised me if I needed money because my direct deposit goes into this account, that I can transfer any balance to another card if I know someone with a card. She told me she could not work on a claim because the charges ( {XXXX} total ) were still in pending and she needed them to complete to start a claim. I work XXXX miles from the place of the charges and have proof via a time card with an address on it to show I was at work just before this crime took place. After I spoke with American Express, I googled the store and called them directly. They advised me to call the police and their payment verification department for more details. The next day XXXX/XXXX/XXXX, I called Amex XXXX to find out the next steps, I need money because this is not credit, my bills are being declined. I spoke to XXXX representatives who could not figure out why my app could not let me transfer, finally I was told it was due to a security protection on the card. I contacted XXXX XXXX payment verification department who advised me the amount of charges and that product was purchased with a magnetic swipe of my card. After I see the charges complete on XXXX/XXXX/XXXX. I contacted American Express serve to start the claim. After XXXX XXXX on hold, I reach a rep who starts my claim. I submit the fraud declaration, including that I started police action and signed a legal declaration that I did not know charges were made or authorized by me. I also wrote and submitted a statement letter. I never lost the card and have it on my person at this time.
My claim was denied I was sent an email that my account is permanently closed. I still have funds in that account for which at that time a refund request was not made. I had to inquire that to be done on a call on XXXX/XXXX/XXXX to XXXX ''. I was told my purchase was found to be authorized by at least XXXX representatives who had no further details for me. I was also told I can send an appeal. I was told by a representative that the card was swiped for gift card purchase. How can that be, when the parent company of XXXX XXXX, which is XXXX XXXX called me to tell me the details and told me no CARDs were purchased. I asked what was the process included in the investigation, because the police was not contacted, the payment verification department, so AGAIN how was this conducted and I am being given incorrect information. Half of my money was stolen, some money was transferred and the rest is being held XXXX for an invalid and poorly constructed investigation. Yesterday I was told by XXXX that any other company would disclose basic details because I am a victim of identity theft. I need information to send to my creditors. I cried, I asked for managers and was told he was the only one available and he had no resolution but responded like a robot to please send a police report, ( I have submitted the complaint slip, from the precinct because reports take XXXX weeks to create the full report, the detectives assigned to the case will go to the store to look at the camera and investigate ( AS THEY ARE SUPPOSED TO ) The police report # s because there are 2 on file. One at my local XXXX XXXX precinct and by my office in XXXX at the XXXX Precinct. The report # s are XXXX and XXXX. No other financial institution treats people like this, makes them jump through hoops just to speak to representatives that have no basic common sense to help someone through a first time issue like this. I filed identity theft with the FTC commission so they can also investigate. My FTC Report # is XXXX. I was still told by an Amex Serve account services XXXX XXXX '' that this is still not acceptable and they need a police report to appeal. What is a floor manager? A person who makes sure everyone is working in an offshore work facility. I need a financial account representative in a real financial and investigatory department.
This has been the hardest company I have ever dealt with due to such poor communication. The offshoring of your customer services departments have resulted in your customers having to jump through hoops to have you staff understand my basic issues and how illogical and poor process their work flow and investigation is. This process is helping criminals walk around with my money and here I am crying to representatives that tell me when I 'm explaining to them another companies process ( because I work in management in customer service in the XXXX industry ) would be to investigate thoroughly and not in one day and not by calling the store directly which is what an Amex XXXX told me on one of my calls ( over XXXX ) The rep yesterday who was the only supervisor available told me " Good For You ''. Please look up XXXX call on XXXX/XXXX/XXXX at about XXXX pm, when I looked at the phone. It was a disgusting conversation with no resolution or additional information to why the claim was incorrectly denied without proper research and investigation when I provided all details and faxed multiple times. I called American Express in XXXX XXXX last night to place a complaint regarding my treatment on the phone with no resolution since XXXX/XXXX/XXXX.
I used American Express XXXX XXXX because I thought it would hold the same values and reputation as an American Express XXXX customer. I see that is not the case. I want my card issues resolved asap because I am a victim treated like if Im a lying savage. And have to prove my innocence even though I have submitted everything that no other company may require. I see the fraud protection is not honored for this card. After this is resolved, I would not be doing business with your company anymore as this has been a nightmare that has caused me so much stress, crying, grief. The situation of identity theft is already stressful and hurtful. I feel so violated and transparent. I feel so scared that my information was exposed and somehow someone was able to use my money even though my card has never left my wallet. I hope that my issues can be resolved and that your staff gets a training in compassion and prompt resolution of customer services issues.
I thank you for reading this long complaint, I hope this does n't happen to anyone else. It has been a hard experience.
Thank you, XXXX XXXX XXXX XXXXXXXXXXXX
Company Response: Closed with monetary relief
2017-10-31
Arco, CA
Struggling to pay your bill
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company won't work with you while you're going through financial hardship
Complaint: Company calls me all day long. I 'm working and my phone goes off maybe like 10 times while I 'm working. They call me from XXXX am to XXXX. They keep harassing me
Company Response: Closed with non-monetary relief
2017-10-31
Euclid, OH
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation
2017-10-31
NJ
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: On XXXX XXXX, XXXX I made a purchase on line with XXXX tickets with XXXX via American Express card. Immediately the prices were different as advertised so I called Amex to cancell the transactions, the agent said I needed to call the merchant, so I did and the next bill it was removed and credited. Untill the following bill XXXX XXXX the amount was added to my acct. So I disputed this with Amex and they later sent me a copy from XXXX that they had a glitch in there billing system and that they credited my sales by mistake. Than I submitted proof of my cancellation through XXXX phone logs. So Amex has been in cahoots with XXXX to keep this charge. It doesnt matter that Ive ben a loyal Amex customer for 17 years, to no solution.
Company Response: Closed with explanation
2017-10-31
AZ
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Complaint: Did not receive the welcome bonus after qualified spending. Last time, American Express company said will contact me separately but still have n't received anything yet.
Moreover, it seems has linked my bank account to other person 's Social Security Number. The Fico score is too high for me!! It 's not my credit history!
Company Response: Closed with explanation
2017-10-31
Orion Twp, MI
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Company Response: Closed with explanation
2017-10-31
Baldwin Hills, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: Closed with non-monetary relief
2017-10-30
Aventura, FL
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt was result of identity theft
Complaint: This is a complaint against American Express. I have been a victim of identity theft for two years and my XXXX credit report shows an open account without my permission, without my authorization but this is not the worst thing is that it was opened with another number of Social Security that is not mine, so what is this abuse and lack of respect, the bad work that your department does to report to an agency a fraudulent account in my credit report.
Company Response: Closed with explanation
2017-10-30
Boston, MA
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation
2017-10-30
New York, NY
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Company Response: Closed with explanation
2017-10-30
Philadelphia, PA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Complaint: I applied XXXX XXXX credit card in XXXX XXXX it stated in their website that " Earn XXXX XXXX Starpoints after spending {$3000.00} in first 3 months ''. I hit the spending threshold in XXXX, but now, 5 months past, I still do n't get my welcome bonus points.
During that time, I tried to contact their customer care by phone and online chatting no less than 10 times, they just keep asking me to wait.
Company Response: Closed with explanation
2017-10-30
Belle Isle, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Public record information inaccurate
Company Response: Closed with non-monetary relief
2017-10-30
Houston, TX
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: This referred to the complaint issued on XX/XXX/2017 ID # XXXX The XXXX XXXX XXXX XXXX XXXX ID : XXXX REGARDING MY MONEY IN THE AMOUNT OF {$350.00} PLUS XXXX A TOTAL OF {$360.00} I did not need to be addressed on the Terms and Conditions when in fact the Vehicle # 1 XXXX XXXX XXXX XXXX was returned on XXXX XXXX, 2017 and the transaction has been closed. I do not have the vehicle. There was no need to hold my money because XXXX had already released the funds to be place back on my cards since XXXX XXXX, 2017.
Company Response: Closed with explanation
2017-10-30
Bloomington, MN
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Complaint: When I ordered my American Express XXXX XXXX XXXX card I was promised XXXX XXXX Rewards Points after I spent {$2000.00} on the card in the first XXXX months of ownership.
I spent more than that several months ago and I have still yet to receive my reward points despite several phone calls to American Express.
They keep telling me Ive met the terms of the offer but no one can tell my why I have never received my points.
Company Response: Closed with non-monetary relief
2017-10-30
Euclid, OH
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company won't increase or decrease your credit limit
Complaint: The institution put a maximum credit limit on my account based incorrect data from the credit bureaus. I have provided evidence the information utilized was erroneous. The decision to limit my spending ability negatively impacts my financial credit worthiness.
Company Response: Closed with explanation