ComplaintsforAmerican Express Company

Credit Cards and Plans

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Customer Complaint:

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Initial Complaint
01/31/2022
Complaint Type:
Product Issues
Status:
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.
Why I cant get through on the card what keeps blocking in intentionally?
Business response
02/02/2022
we mailed our response to the consumer today
Initial Complaint
01/26/2022
Complaint Type:
Customer Service Issues
Status:
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.
Two illegal, unauthorized charges to our *****s Business Account (******* **** on 1/19/22. No one, during multiple phone calls to *****s and American Express, was of any help! American Express would/could not remove them. *****s Customer Service was absolutely no help! I did not make or authorize these 2 charges. I want to know who made them...who authorized them, and, who placed these bogus charges on my account. If these are not IMMEDIATELY removed I will file a complaint in small claims court naming both *****s and American Express as defendants for the bogus charges to my account!
Business response
02/14/2022
Customer complaint was responded to via letter on 2/11/2022
Customer response
02/17/2022
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:

Letter from American Express never received!

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

Sincerely,

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

Customer response
02/23/2022
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:

No response received. Phone calls to AE Customer Service absolutely the worst possible!

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

Sincerely,

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

Business response
02/28/2022
We mailed our response to the consumer at the address provided within the complaint on February 11, 2022. We re-mailed the same response today, February 28, 2022. We request that the consumer allow 7 – 10 business days for mailing time. Thank You
Initial Complaint
01/24/2022
Complaint Type:
Service or Repair Issues
Status:
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.
American Express convinced me to keep my credit card for another year and pay the annual fee by giving me an offer of 45,000 Marriott Bonvoy Points if I spent $2,000 within the next 90 days. I spent well over $2,000 in the first 30 days. American Express deposited my 45,000 Marriott points but then proceed to take away 41,400 the very next day with no reason stated whatsoever. I've called numerous times and they are unable to explain why the points were removed. Every time I call, they get a supervisor who says they will handle it and get me my points back. Months pass and nothing happens. I call again and the same thing happens (I get a supervisor who says they will look into it and nothing happens). This has happened 3x now and still no response. The customer service is horrid. But from my understanding, reward points are like currency and to me, this would constitute as theft.
Business response
02/03/2022
Customer complaint was responded to via Letter on 02/03/2022.
Customer response
02/07/2022
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 such letter but did receive a voicemail from ********* with the executive office of American Express. She asked that I call her back, which I did, twice. I left two voicemails and have not heard anything back.

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

Sincerely,

****** ***

Business response
02/08/2022
We mailed our response to the consumer on February 3, 2022. We respectfully request that the consumer allow 7 – 10 business days for mailing time.
Initial Complaint
01/20/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I provided American Express with travel documents and receipts proving I was not in ************** the last two nights of a 3-night stay charged by Radison. I also sent documents that I was being charged twice for the first night. AmEx, despite this written proof, AmEx denied my claim twice. ******** customer service was of no help.
Business response
01/26/2022
Customer complaint was responded to via phone on 01/26/2022.
Customer response
01/28/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*********************************
Initial Complaint
01/19/2022
Complaint Type:
Billing Issues
Status:
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.
I received an email last night that AMEX has now put a preset spending limit on my platinum card and I do not know why. I charge several thousand dollars a month and always pay off my balance in full each month. This card is not of any value anymore. This has now also been reflected on my credit report! They nickel and dime you like a regular credit card. I need to buy furniture for my new house and I can't even buy a sofa without being denied due to the limit they put on the card. THIS IS NOT A CHARGE CARD...THIS IS A REGULAR CREDIT CARD WITH A RIDICULOUS YEARLY FEE! For anyone reading this contemplating getting an AMEX card.....run the other way!!!!!! I will be closing this account and start charging everything on my Chase card that has a 60K limit instead. I spent 45 min on hold last night and had to hang up because no one answered the call and it was getting late. I also used the message center to no avail because the people they have answering that have an IQ of 10 and can't problem resolve anything. They always refer me back to the 800 number. They are USELESS. I am currently on hold with AMEX (over 1.75 hrs and still counting.) I will also be moving all my AMEX online savings accounts to Goldman Sachs online savings instead. The word American Express is worthless these days. I will be notifying EVERYONE that I know about their ridiculous practices and ways of doing business.
Business response
02/03/2022
We responded to the consumer via written correspondence today.
Initial Complaint
01/19/2022
Complaint Type:
Billing Issues
Status:
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.
Serve refuses to release my money by systematically blocking me from online access of my account to withdraw the money. On top of that they wont issue me a card in a timely matter to make a withdrawal. I asked numerous times to let me transfer my cash into another account and they tell me they cant get me into my account without a card. They offer resolutions that are not acceptable Im not interested in waiting a week for a card. If I place my money in an account instantly I should be able to move it instantly. This is not reasonable what they are doing.
Business response
02/03/2022
We responded to the consumer via written correspondence today.
Customer response
02/05/2022
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]
This is a classic example of how avoiding they are. When you reach out to them concerning a matter it is always a delay in resolving things. Instead of making a statement in the response to resolve the issue immediately or even sending an email to respond they sent an obscure message by stating they sent a response in the ***** mail which could take 3-5 business days to even get to me. The whole purpose of the section you provided was to give me the chance to reject or accept A RESPONSE concerning my claim and they didnt try and resolve it in that opportunity. I am done with seeking a resolution from a unprofessional and fraudulent company that will freeze your money and not tell you how to access it immediately. They are more concerned with policy rather being concerned with a human being. Very well be ran by robots!

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

Sincerely,

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

Business response
02/07/2022
We mailed our response to the consumer on 02/03/2022. We respectfully request that the consumer allow 7 10 business days for mailing time. Please be advised that we are unable to upload our response to the BBB Portal or respond by any other means for privacy reasons, your understanding is appreciated. Thank You.
Initial Complaint
01/18/2022
Complaint Type:
Billing Issues
Status:
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.
i have been an AMEX customer for appx 20 years, and i accrued over ******* reward points. i never redeemed a single point as i was saving them for a vacation package. the points value was approximately $6500.00.American express has an app, i was encouraged to download and use this app to track spending and also to pay monthly charges directly from my bank, there is a feature that reminds you to make your payment, up until oct of 2020 i had paid off the entire balance every month and have rarely paid any interest charges. for some reason the app did not pop up a reminder and i missed the OCT payment ( my responsibility ) AMEX never notified me, they simply adjusted the interest rate from %18 (normal monthly carryover) to over %30 ( a penalty rate) i only learned this when i logged into the app. upon learning this i called them up, and in a fit of rage, and disgust yelled a bit and was rude, BUT NEVER personally attacked anybody. i just voiced my disgust at their behavior and the penalty rate, after 20 years this was unacceptable to me. i agree that it was an unpleasant call a few days later i called back, and in a calmer voice spoke to a senior support person who agreed that the penalty was excessive, SHE AGREED TO LOWER the penalty rate back to 18% and ALSO refunded to charges, in effect reversing the actions that they previously took. this is the basis of my complaint and they reversed it, refunded, and admitted it was wrong !later in the same conversation i expressed that i was still not happy with the way it was handled and that i was going to pay half of the balance ( appx $12,500 ) and then USE THE REWARD POINTS TO clear the other half of the balance. the woman said she understood and hoped we could work together in the future, i agreed that maybe someday i would be back.a few days later, after a charge was declined, i learned they cancelled the card and deleted my points, sticking me with the $6500 balance. i earned the points! please rectify this ! thx
Business response
02/02/2022
We responded to the consumer via written correspondence today.
Initial Complaint
01/14/2022
Complaint Type:
Billing Issues
Status:
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.
An $80 charge hit my Hilton Honors account back in September of 2021. I did not realized this charge hit my account since statements had stopped being generated for my account due to inactivity. (i.e. No hotel stays due to the pandemic). I was made aware of the charge when a delinquency note hit my credit report. Once I was made aware of the charge, I paid it and the associated fees. I am asking these delinquency marks be removed from my credit report. I spoke with several individuals in customer service and was unable to reach anyone who could help resolve this issue. I had zero history of delinquency and was a Diamond member prior to the pandemic. This $80 charge (which I paid plus fees), has significantly damaged my credit score without so much as a letter or any notice from American Express prior to these negative credit report filing. Please remove these fillings.
Business response
01/31/2022
We responded to the consumer via written correspondence today.
Customer response
02/09/2022
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]

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

Sincerely,

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

Customer response
02/09/2022
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]

The business indicated they have mailed me a letter in response to my complaint, however I have not yet received this letter. I'm requesting the compliant remain open until I receive the letter. Thanks

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

Sincerely,

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

Business response
02/11/2022
We mailed our response to the consumer on January 31, 2022. We respectfully request that the consumer allow 7 – 10 business days for mailing time.
Initial Complaint
01/12/2022
Complaint Type:
Service or Repair Issues
Status:
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.
American Express canceled my two card accounts with no written notice. No attempt to reach out. Despite numerous attempts to reach their team during the working hours on their website, nobody is responding. Reinstate my accounts.
Business response
01/26/2022
We mailed our response to the consumer today.
Initial Complaint
01/12/2022
Complaint Type:
Customer Service Issues
Status:
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.
On the evening of 1/4/2022' I bought 10 (ten) American Express Gift Cards in the amount of $500.00 each to use for travel at a later date. The next morning, 1/5/2022 approx 10:00am, I called the number on the back of the cards to make sure they were all loaded correctly, and was I surprised.......Nine of the 10 cards had been spent 5 (five) at Bloomingdale in Mason, Ohio , 3(three) at an Apple Store in Boston, MA, & 1(one) at Greenwich,Ct no merchants name. Out of the 10 cards, only 1(one) still had the $500.00 balance on it. I spoke with Customer Service Rep, Benita, who was very helpful, who then proceeded to put a hold on each card & said she would be sending these to investigations.She was very understanding that this was not a $50.00 GIFT card, THIS WAS $5,000.00 OF MY MONEY,,, She then instructed me to call back from Mon 1/10/22-1/13/22, to get resolution or replacement cards. Also several of the cards had Glitter writing on top of card numbers making it impossible to read entire number on card. Benita was very helpful by helping me look up the cards with the 137 number on back of cards. On 1/10/22, I called back to get resolution. I was on the iPhone literally 9 hrs with the Customer Service Reps....I was transferred so many times& talked with 13 reps throughout the day with extremely long holds in between transfers. I got everything from "sorry they've been spent, can't do nothing about it" to "cant give replacement if cant give card number" when I explained I couldn't read entire card number with glitter writing on top, to "go back to see the merchant" to 'wrong dept..let me transfer you"......none were the least bit concerned with my dilemma. Benita was the only customer service rep that I dealt with on day one that showed any good customer service & addressed the problem... I am sending a complaint to the company in writing also, however, I need refunds or replacement cards ( preferably refund) to use for purpose I bought them for.
Business response
01/27/2022
We responded to the consumer via written correspondence today.

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