ComplaintsforAmerican Express Company

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was incarcerated from October 22nd 2020 till May 15th *********************************************************** December January and March my daughter got a hold of my credit card information and her boyfriend when they come to close up my house they then proceeded to send themselves money buy things send them to their address pay their bills I did not authorize this I found a dispute three different times four different times and they denied it each time saying that it was authorized it was not authorized I filed a police report I can prove that it was them I can prove that I was incarcerated I did not give them my permission to do this and they won't help me sir will not give me my money back it will not do anything please help me

  Business response

  01/21/2022

  We responded to the consumer via written correspondence today.

  Customer response

  01/24/2022

  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,
  
  *****************************
  
  
  
  
   
  

  Business response

  01/31/2022

  We mailed our response to the consumer on January 21. We respectfully request that the consumer  allow 7 10 business days for mailing time.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I applied for the Marriott credit card with signup bonus of 150,000 points plus a 85k free night. I have met all the spending requirements but received nothing back regarding the signup bonus can you help me check? Thanks. My card number is **** ****** ***** *****

  Business response

  01/19/2022

  We responded to the consumer via written correspondence today.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a dispute to dispute a charge for item or service not received. Amex refuses to fight and arbitrate with the company in question. I’ve provided photographic proof that the merchant canceled my reservation and not me. I have videos of this merchant with audio proof of the merchant canceling the terms of the reservation. They initially denied the claim and did not send the required documentation per regulatory requirements. I then changed my statements and notifications to paper and re submitted the dispute it was again closed without any of the required documentation. $80.48 8/27/2021 I also have this charge for a rental car that was significantly not as described. The car had failing brakes and steering within an hour of picking up the rental. American Express similarly would not stand behind me as a customer. The rental agency went out to their way to create hardships. I filed this dispute under “significantly not as described”. Similar to the brakes the tires were at their wear indicator bars. The standard is terrible at Economy Rent a Car. My dispute isn’t with the merchant but instead my CC who didn’t go to bat according to regulatory requirements. $553.34 8/17/2021

  Business response

  01/18/2022

  We responded to the consumer via written correspondence today.

  Customer response

  01/21/2022

  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:
  

  Amex did not respond electronically. Their letter may take more than the 6 days to arrive and at that point I will be out of time. I’ve re opened this dispute 4x, two of the times they didn’t even open it as they declined it immediately and never sent me an email or physical mail as required by regulations.

   

   

   

   

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

  
  Sincerely,
  
  **** *************
  
  
  
  
   
  

  Business response

  01/25/2022

  We mailed our response to the consumer on January 18, 2022. We respectfully request that the  consumer allows 7 – 10 business days for mailing time. Please be advised that American Express is unable to send replies by any other means.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've opened the Amex Delta card on July 6th in order to pay for my international travel tickets with Delta and receive a $200.00 statement credit if money is spent on Delta website and/or flight within of 60days upon opening the account. While i was in the process of paying for the tickets, Amex website glitched and it did not provide the credit numbers to use to purchase the tickets, so I had to use another card. I've called and complained, but was reassured by a representative that all i need to do it to purchase anything on the flight and receive the credit. I've made a purchase on September 6th, but never received the $200.00 credit. Upon calling back I was denied the credit, referencing that internet charges are not part of the promotion. I've requested to provide specific language in regards to that, as no one mentioned, nor did i see in details when applying for the card. I've specifically spoken with a representative in July and he did not mentioned the limitations on the promotion. I'm requesting $200 promotional credit to be credited to my account.

  Business response

  01/13/2022

  We responded to the consumer via written correspondence today.
  
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint about ******* - an American Express company. I applied for the ******* Payments to be able to accept credit card payments from my business customers yet on October 18, 2021. Additionally, I supplied all requested information (a voided bank check and a monthly bank statement) on the same date of October 18, 2021. Since then, and as of today, December 24, 2021 I still see the message “We are reviewing your information. You will not be able to accept payments or save new information until your ******* Payments account is approved. You should hear from us within 3 business days.” I waited till October 27, 2021, and then sent an email to ******************* asking why the account still was under review. I received the automatic reply by an email that my inquiry received the Case #********* I did not receive any other notifications or correspondence from ******* since then, for over 2 months. 4 days ago, I needed to urgently accept a credit card payment from my client, and I called ******* to ask why I still see the same error message. I was told by a customer service representative that it was a technical glitch in the system, that my account was approved back in October, and I should be able to accept the customer payment regardless of the error message. I tried it, but it did not work. I called the ******* support team again, and they said that they are escalating this problem into their technical department. The next day, I still saw the same error message, and asked to speak with the supervisor. After the long wait on hold, the representative said that she spoke with the supervisor, Gerad, and he is working on this problem. She said he would call me later on the same day with the resolution. Nobody called me. Next day, I called again and asked to speak with the supervisor. Again, I was not connected to the supervisor. The next day, supervisor Gerad called me and said that my account was not approved and refused to give any explanation why.

  Business response

  01/12/2022

  We responded to the consumer via written correspondence today.
  
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for the American Express Platinum Credit card back in September because me and my girlfriend was planning on going on vacation the first of the year and I was told for veterans they waive the 695 dollar annual fee and to go ahead and apply for the gold once I got approved for the platinum because there would be no annual fee once I got approved for the platinum so I did that and got approved for both. When I called the customer representative about getting the annual fee waived for both cards since I was a veteran he told me once I got the cards and activated them to call the number on the back of the card and let them know I’m a veteran to waive the fees. When I called to let them know I’m a veteran and was seeing what I needed to do to have the fees waived they told me it was only for active duty members. I was told the wrong information so I told them to cancel both the platinum and gold cards if that was the case. What bothered me is I was told by one representative that I wouldn’t have to worry about fees but another one told me something totally different. I felt they conned me into a credit card with these fees. I got a bill for the credit cards that I called and cancelled. I told the representative that I would keep the cards only if the fees were waived but they said it was only for active duty. So around second week of October I called and canceled both cards but this month I got a bill for the cards and I have never used any of them

  Business response

  01/10/2022

  We responded to the consumer via written correspondence today.

  Customer response

  01/12/2022

  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 annual fees to the two credit cards that I applied wasn’t waived like I was told and since the representative told me there’s nothing they can do about that I called to cancel both the platinum and gold cards if there’s nothing they can do

   

   

   

   

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

  
  Sincerely,
  
  ****** ******  
  
  
   
  

  Business response

  01/13/2022

  We mailed our response to the consumer on January 10. We respectfully request that the consumer  allow 7 – 10 business days for mailing time.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the months of January to June American Express introduced a special which provided customers a credit monthly for uber eats and also a free year of service. This service was never provided and it caused me to have to request a credit every month which was quite tedious. The uber eats company was very transparent and informed me that it was the consistent error of American Express. I have been a paying customer since 2007. I have never had to request services this much to the point of frustration. The company refused to check the details and fix the error until I complained in full detail. This is when the promotion finally worked but surprisingly this company abruptly closed my account. This was my main card and I have no credit issues and they strategically closed my account leading to a downward spiral of hardship, lack of credit, stress and sickness. They then proceeded to send numerous irrelevant forms. I am requesting my card fee refunded due to breach of contract also my points that had been accumulated for years to pay for charges. Also they owe me over $700 cash i used for points for a Jet blue trip scheduled for July 2019 that did not happen due to hurricanes in Texas. Lastly they refuse to close a dispute in my favor for a hotel stay that has been proven to be compromised and i provided specific evidence for in May. To this day they have given me the run around about the dispute and have even sent my account to collection despite this being an open dispute with the Hyde Resort (that I will also be filing a claim for). In summary This is an extensive claim against American Express denying me promised services for Uber Eats leading to a closed account and multiple charge issues from it. I am requesting my $1217.02 Hyde resort dispute rectified and my $250 card fee refunded and all points reinstated for purchase payments. The lack of consideration for long existing customers is undeniable and disheartening at best. I am not the last to complain.

  Business response

  01/21/2022

  Customer complaint was responded to via letter on 1/20/2022.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Express pulled my credit on 19 November 2021. I called ************** for help, but they would not give me information about why my credit was pulled. That suggested that I call **************, so I did. That number would not let me talk to a representative without a valid card number WHICH I DON'T HAVE BECAUSE ANY CARDS ISSUED IN MY NAME ARE FRAUDULENT! I am so sick of companies which will pull my credit and refuse to tell me why. I expect this pull to be removed from my credit.

  Business response

  01/11/2022

  Customer complaint was responded to via phone 1/10/22

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for an American Express card several months ago, while furniture shopping at ****’s. I was immediately approved, and received my card some days later. I activated my card through the normal (call this number on a sticker) process. I thought my card was activated, and went to use it for the first time a few weeks ago during a trip to NYC. The card couldn’t be ran, so I used another to conduct the transaction. I called the American Express customer service number on the back of the card (###-###-####) to figure out what was going on. The rep told me that she saw in the notes that a previous representative told me that I would have to respond to some notice in the mail for additional ID verification. I responded that I hadn’t spoken to anyone before, and asked when that had occurred and whom I had spoken to (because I became concerned about identity issues). She said that I would get something in the mail within 10 days, and again, I asked, why would it be 10 days from now (today 12/23/21) if I’d already been told I would receive something previously. I then asked to speak to a manager, was put on hold for 20 minutes, and then magically when she came back in the “check in on me”, her phone speaker stopped working, she hung up on me, and I received no call back. I don’t like wasting my time, or being given the run around.

  Business response

  12/23/2021

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

  Customer response

  01/05/2022

  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

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am contacting about my flight on the 20th which has caused us lot of inconvenience and financial losses. I booked a flight via amex travel on 29th Sept Trip ID: ********* My connecting flight from ******** to ****** was rebooked in a way that i would have missed my connection as i would have landed after the connecting flight departed. I was left clueless about this change for a very long time. The entire change I was only able to find on Nov 1st after logging into my booking on Virgin atlantic website. There was no email or communication from the airline or american express whatsoever. Usually customers should receive email phone or text message in this circumstances.I looked up all my emails and phone records. No one from american express travel contacted us about the change. Once we found out it was left totally on us to figure out a flight. Clearly other flight prices skyrocketed and we were left with no choice but to rebook a next flight with longer 19 hour layover to ******. I have over 12 hours of call records with customer service trying to figure out and sort this issue. I had to do this putting my work aside. I was on hold for hours. All agents i spoke to were clueless on how to make this right. I can tell you none of the customer service agents were able to help us. Once rebooked i found out **************** does not allow overnight stay or there are no lounges that are open 24 hours. Due to **** issues This caused me to rebook my entire flight which came out very expensive. My wife and kids had to travel without me and spend a night in a hotel in ****** due to the long layover. All these hurdles and inconvenient just because we were not notified about the changes. Had we known in timely manner we would have enough time to rebook on another flight.

  Business response

  01/12/2022

  We responded to the consumer via written correspondence today.
  
  

  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:

   

  We still have not received a written correspondence from the business. Please advise what would be done from your end at this point. 
  
  ****   

  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer response

  02/28/2022

  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:

   

  I have not received any correspondence from the business till date. This is the second time. I get daily updates from **** on what's coming so i am pretty sure the business did not send me any correspondence. 

  If the business is not interested in settling this matter I will be contacting my lawyer. 

   

  thank you,

   

  ****

   

    

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

  
  Sincerely,
  **** ********
  
  
  
  
   
  

  Business response

  03/08/2022

  We have responded to the consumer. We mailed our response to the consumer at the address they provided themselves within the complaint on January 12, 2022 and we re-mailed that same response again on February 8, 2022. We are re-mailed our response again today March 8, 2022, in response to the consumer’s request that they have not received our response letters.   

*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. ↩