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Rewards Not Fulfilled
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK, NEW YORK -- I tried Amex Starwood before and canceled it later on. But family felt the last hotel we stayed at was not so bad (even though they did place us in a room next to the elevator) so I applied for it again in 2013. Due to lack of experience, we did not click on the offer terms (who would?). I got approved quickly. The company did not tell us upfront that we would not qualify for the 30K points as had been advertised.

In the next few months, we called at least 3 times to learn why we hadn't received the points. We were told to be patient each time, that you had not spent 5K yet, that it needs a few weeks to process. Until the last time there were no more excuse. They told us we did not qualify as we had had the product in the past 12 months.

We debate a few points: the dates they used to calculate the 12 months (even the way they did it it was only 4 days short of 12 months). 2nd why wouldn't tell us the truth earlier? Amex just replied it was representative mistake and they had given the feedbacks to the reps. But who cares about that? After many attempts we realized it's a hard to win battle. It's amazing how little they care about customer complaint.

Just a few weeks back we were shopping at a furniture store and at the time we tried to pay they found out the price of the furniture was much lower than marked. You know what the manager did? They just gave us the lower price as it was the company mistake! I was thrilled by their customer service. Compared to them Amex is a much larger and financially stronger company and it's a shame how they deal with customers. Maybe that's exactly how they get there.

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American Express Gift Cards for Online Sales
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ROCKVILLE, MARYLAND -- My company decided to give Amex gift cards to employees as a year-end thank you. I tried to use my card at a major retailer's website. The card was denied. I called the retailer and told her I was having issues and she said that she also could not verify the card. She asked if this was a gift card or actual credit card and I told her a gift card. She tried to process payment both ways - both failed.

I called Amex's 800 on the back of the card and after entering the gift card number a recording told me I had $200 available. The next day I tried the online sale again and it failed again. I called Amex again and after hitting a bunch of numbers on the phone I was finally transferred to a human. The guy said I had to register the card first before using it for online retailers. Neither the Amex website or information that comes with the card says this.

He also told me that a sale was pending on the card (the failed sale). I told the representative that the sale never was processed by the retailer. He told me to call the retailer and tell them the card was working and that Amex has approved the amount. I explained that I didn't have an order number to reference because there was no sale. He said in 8-10 business days the amount that has been reserved for the failed sale would be re-credited back to the card.

I asked for a supervisor because I felt this was ludicrous since there was no sale and the supervisor said, "I apologize for any inconvenience but there's nothing we can do; you'll have to wait for the 8-10 business days even though there was no sale because we have reserved the funds for that sale...” So I repeated, “You're holding funds for a sale that never took place?” And he "Joy" his name was Joy, said yes that's our policy...epic fail on American Express' part. They are a horrid company with laughable customer service.

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Don't use American Express
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DO NOT USE AMERICAN EXPRESS. They lie. American Express mailed me a credit card solicitation saying I would get 60,000 Hilton Honor points after applying for AMEX card and spending $1,000. I accepted the offer and in the past couple months spent about $2,000 but no Hilton Honor points were awarded. I called to inquire and they said I wasn't eligible because me or name had done in past. I don't remember and they couldn't provide any evidence.

Bottom line is they sent me the solicitation and accepted my application. This is DECEPTIVE advertising on part of American Express. They charge merchants more than other credit cards so many merchants won't accept it or they charge the customer extra for using. I found that out while trying to get the 60k points they stole from me.

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Refund Website Not Working. The Information They Sent Me Was in Error.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I have had a long and bad history with AE that ended when they canceled my business card without notice the day after I cleared a $700 charge with them. They closed over 125,000 business accounts that day because they wanted to end the "unlimited" balance card. They sent all the accounts to a collection agency that was very confused when they discovered that in 12 years I had not missed a payment, and did not owe anything at all at the time they closed the account. Now they have sent me the refund notice.

The website is either down or their information in the letter is wrong because after four days the website still does not recognize the name and account number that AE sent me. This has been reported to AE by way of a forum and AE has denied that the website does not work every day during that four day period. And of course the telephone number is also busy. People who know me know not to use American and Express in front of me in the same paragraph. They are worse than...the IRS!

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Travel Miles
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PORTLAND, OREGON -- My family recently booked a flight to Boston using our American Express miles. An emergency arose two weeks before our flight causing us to change our departure date. We called the 1-800 number on our confirmation email and agreed to the change fees for 3 tickets of $1271.00. We were told we would receive a new flight itinerary in 3-5 minutes. We said our good byes and parted ways.

24hrs later no itinerary ever came. I called the 1-800 number again and spent the entire Saturday trying to sort this issue out. The flight was never booked due to errors on AmEx's part. They never communicated this error to us and they charged our AmEx card $1790.00 -- anyway! AmEx then stated the new ticket fee would be even higher. By the end of the day, tired of arguing and their not accepting any responsibility on their part for errors we got stuck with a $1900.00 change fee.

After 12 years as a card holder we too will be cutting up our card! As a side note, most European businesses refuse to accept AmEx cards. This caused serious problems for us when we were overseas with our young children. Something is seriously wrong with American Express.

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American Express Spy On People By Going To The Cbi
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FT LAUDERDALE, FLORIDA -- Doesn't matter how long you have been with American Express. Doesn't matter how much membership fee you have paid to them at present. We paid $180.00 a year. They without permission go to the credit bureau report and without checking with you they make their own decision in lowering your credit limit. They have the nerve of stating because you "have too much credit."

What a nerve. If you're in business you have too much credit... It's useless talking to them. They just don't care about anybody. They think they are number #. Capital one is a better card with no membership, high credit limit, sometimes some memberships... Nice customer service, helpful.

American express you suck... You have no right on going to your card member bureau report without permission especially for no reason. My account is not past due. Has never been past due... Maybe someone in your office is stealing info... After all the credit bureau contains a lot of info...

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American Express' Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- AMEX customer service is sloppy, inefficient, and has gone significantly down over the past few years. As a 30-year AMEX customer with an excellent credit rating, my AMEX was my go-to card and I "sang its praises to everyone" that would listen. Previously, my AMEX experience had been extremely customer-centric but now they are unforgivably ridiculous when it comes to customer service.

To recap my experience, at 4:34pm on Friday, February 1, 2013, I called AMEX to alert them that I could not find my credit card. I knew I just used it a Chamberlain's restaurant for a client lunch and had gone straight home. So I asked the AMEX representative what I needed to do. The AMEX representative told me, "No worries, an alert would go on the card effective immediately and she didn't see any additional purchases on the card."

I found my card in my pocket about two hours later and I called AMEX back on the same day (Friday, February 1) at 6:16pm to let AMEX know that "I found my card and it had never been out of my possession - and what do I need to do next." The AMEX representative told me that since my old card was expiring in February 2013, the new card would be sent to me and that nothing else needs to be done.

And I did repeat what the AMEX representative said to confirm that I understood the representative correctly, "That I could begin using the new card once it arrived." And the AMEX representative confirmed, "Yes, you will have to activate the card but you can begin using it immediately."

I received the new AMEX card on Monday, February 4 and I called on the same day to validate the new card at 1:09pm which I did by voice command. Since I'm in the middle of a major house repair and need use of my AMEX card, I also immediately called AMEX customer services on the same day (Monday, Feb 4) at 2pm to confirm that the new card was valid and that I was good to go and could begin using the new card immediately. I explained the lost card situation to the AMEX representative and he assured me the card was valid and there was no problem. And then he spends the next few minutes trying to up sell services to that new card.

I used the card several times throughout the week of February 4 to buy buy gas, food, etc. And I used it for a client lunch meeting on Saturday, Feb 9, 2013 and the charge went through with no problems. However, when I took the client and his family to purchase some gifts, the card was denied. And I ended up losing that $50K client - as accountability is one of the main qualities a client looks in me.

So thanks to AMEX, I looked foolish in front of this customer and lost this $50K customer. When I called AMEX on Sunday, Feb 10 at 1:32pm to determine why my card purchase was denied, I was told that, "The card is invalid because it was reported lost." Are you kidding me?

AMEX had four opportunities to tell me the card they were sending me would be invalid. Four times I called AMEX: 1. When I called to alert AMEX of a "lost card"; 2. To alert AMEX that I found my lost card and that it was never out of my possession; 3. When I called to validate the new card; and 4. When I called AMEX to confirm the card was valid but your representative did find time to try to up sell me more capabilities to.....a useless card. Not to mention that you have my phone an email address and could have effortlessly sent or called me about this invalid card. I'm just sick about this card and the extremely declining AMEX customer service.

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Left stranded in a foreign county
By -

Have two cards and been a member since 1989 (20 years). Was in Mexico and had my backpack was lost. My ID, cash, and cards were in my backpack. Ended up staying in Mexico 3 extra days because on an injury, and the doctor recommended I not fly immediately.

So I am laid up with a back injury and my backpack, with all of my cash, ID, and cards are gone. I call my Platinum card people and speak to ** for 90+ minutes (roaming fees for the cell phone will be more than $200 USD). ** gets my information and is very assuring. I give her the police report number I got from the Puerto Vallarta Police department (who responded within 10 minutes of being notified).

** is assuring that I will get a replacement card the next day, and that they will send me cash. She had to pass my case on to the next shift to follow-up first thing in the morning. I told them I only needed about $300 to complete the trip and get home. The next day I call saying they cannot get to anyone at the police department because the lines are always busy and the only number they could get did not know how to help them. So, I was told they would not help, since they could not verify the emergency.

Thank God that I was able to call friends to wire me some cash. American Express talks about how they will do anything to help you if you are in trouble while traveling. After 20 years with them, I found out the words they were saying are in fact, NOT TRUE. They left me with no cash or credit cards in a foreign country. I could not buy food or taxis, as I had no money. My back injury kept me lying in bed, but thankfully, I was able to get cash sent to me and a friend in Mexico got it picked up. American Express just left me there, stranded.

I called today, since I am back home. I cancelled the card. When I told them why (they did ask) I told them. The representative told me she would be happy to close my account, read the required legal notice, and closed my account. Obviously they do not care about me as a member either. But simple compassion tells us that if we are told we will get help in a time of crisis, have known the person for 20 years, and a crisis comes up - the promise we made should be kept at even a minimal level. What happened to that immediate replacement card promise? What about that traveler's assist?

Today I was told by the American Express Representative that she was happy to close the account at my direction. How cold. Be warned, I think that American Express has joined to companies with little to no integrity. They were glad to take my cash, but when the service they promised was required, they no only failed to provide it, they did not care that they left someone stranded in a foreign country without means to eat, move around, or return home.

Thank God for my friends. But everyone else, I think that there are many VISA companies that might be more helpful than American Express was, at a time of crisis. I am glad my injury was not life threatening, and happened when I still had cash. American Express would have left me on the street, like they did last week when I was traveling.

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Security Harassment
By -

I wanted an American express gold card because in my mind it was one of the best cards to have and their customer service was terrific. I have found through my own experience that this is not so. Let me tell you what they have done to me in the last 3 months. I booked a cruise for myself and my parents {different rooms} through AMEX travel on my gold rewards card and added 2 nights in 2 hotels in Florida and 2 travel insurance policies as well as 4 roundtrip airline tickets. The hotels and insurance and airfare and one of the cruise staterooms went through and one was declined.

I called them and they wanted to know why 2 rooms and that I had been putting large amounts on the card. I explained what I was doing and while I was on the phone I paid for all of the charges and had them rebook the other stateroom. When I flew to Florida and checked in to the hotel I was told that it had not been paid for so I again used my card and paid for the rooms. While I was on the cruise AMEX shut down my card for security reasons and I had to deal with all that mess through the cruise line proving to them who I was etc. So my card was released for use.

When I returned from the cruise and got home I find a letter telling me that I have to contact them immediately due to security concerns. It was dated 9/6 {I was on the cruise} so I contacted them by phone and went through all the security questions I was told that I should have contacted them earlier. I was told that I had to prove to them that I am me. They needed a copy of my driver's license, my social security card, a bill in my name at my address, {I guess their bill doesn't count} and that I needed to send in a check stub and have my signature notarized and fax it to them. I did all this.

When I confirmed that they had the fax I was told that it would take 3 days to clear this up. That was on 9/28. When I received my bill I disputed the dual charge from the hotel and AMEX verified that it had been previously paid and promptly credited it back to my account 3 times. I contacted them and told them that I only needed it credited back once. Then I paid my bill online and they tried to take it out of the wrong account, and charged me an nsf fee. I again contacted them and they agreed that they had messed up and refunded the nsf fee.

The payment then went through on the correct account. Then yesterday 10/5 I went to use the card and was once again embarrassed by it being declined. I called them and was told that the fax containing the notarized signature, driver's license, truck payment bill, high school diploma, draft card, and check stub was not good enough to prove who I am because pay checks did not have my employers address on the check stub. They said they needed a stub with the address on it, a phone number for the notary and a phone number for my employer {they already had this} so I hunted around and found an old stub with the address on it and faxed them the info they asked for.

Then this morning they call me on my cell phone and tell me that the stub is too old. They had confirmed that I gave them the correct phone number for my employer, but the bank is closed on Saturdays {no kidding} so they could not verify that the notary was real I guess. So now they want a 3 way conference call with my employer and I'm sure he's going to love that.

Since I have had this card I have spent about 14,000.00 on it and paid it in full and on time every month and now the former Gestapo agents that they have running their security department are trying very hard to make me miserable. They have cost me time from work, embarrassed me and generally treated me like scum. And I can not get contact info for a supervisor who might be able to resolve this due to "security concerns". The commercial that they run on TV is a lie, a joke, and false advertisement. They do not practice customer service. They practice customer harassment.

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American Express Overzealous Security Makes Card Useless
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

NEW YORK, NEW YORK -- Today I tried to charge a ticket on a major internet airline reservations site, using my AmEx card. The site refused my card on the 1st try, though I have used my AmEx card on the same site for at least 10 years, and neither my situation nor any of my information related to AmEx has changed recently on that site. I am also a 30 year customer of AmEx. My situation is unusual in that I live outside the U. S., but maintain a permanent residence and phone number in the U. S. This is where my AmEx card is registered.

After the site rejected my AmEx card, I received an email message to phone AmEx security, which I did. They informed me that a "security concern" had arisen, and that they'd have to verify I really was who I said I was by calling my permanent residence in the U. S. Of course, I will not be there, because I don't live there. However, this is my mother's residence, and she can take a message. This won't help me get the time-sensitive ticket I was trying to get today, but eventually I will receive AmEx's message and get back to them in some way specified in the message, and eventually this will free my card for the purchase ... which I don't need any longer.

I asked AmEx what the "security concern" was, and the representative replied that they could not tell me that until they verified who I was. A parallel example: it very much harks back to the McCarthy Era, when you asked the FBI "Why am I being accused of being a communist?" and the FBI replied, "We can't tell you that until you prove you are not a communist."

To verify who I was in my phone call to AmEx security today, they asked me my mother's maiden name, which I answered. So, this was enough for them to verify who I was in a direct call, and they asked for my account number over the line (how do I know THEY weren't at a bogus telephone number?), but it wasn't enough to verify who I was for a purchase, or to straighten out my "security concern".

I then asked why they had to call my permanent residence (where I am currently not), when they could simply ask the security questions they got answers to when I set up the AmEx account. The representative replied that "anyone could find out the answers to those questions". OK, anyone could maybe find out my mother's maiden name, or the last four digits of my SS number. But what about my first dog's name, my first girlfriend's name, or my favorite color? Why doesn't AmEx register meaningful security questions and answers to avoid all the BS about calling my residence?

The bottom line is that this is the third time I've had a similar problem in purchasing tickets over the internet with my AmEx card. Previous times, the problem was resolved with my calling AmEx, answering security questions, and verifying that it was in fact me trying to use the card. This appears to be no longer the way problems are resolved. AmEx is supposed to be a "travel company", and I have kept this card because I travel a lot and live abroad.

More and more, however, the AmEx card is becoming nothing but a problem. I can understand their concern about security, and I appreciate that they're trying to protect themselves and me from fraud. However, the tail (security department) seems to be wagging the dog (customer service) at AmEx, and they can't seem to find a means of ensuring security without making their card essentially useless. I mean, if you can't count on being able to use it, why have it?

Curiously, AmEx is putting on a good show about security, but some of their policies are full of holes. For example, when I set up my internet account with them, they specified that my password should contain the first 5 digits of my SS number. I don't know whether they still specify this, but how dumb is that? Nor have they ever insisted that I change my password on a regular basis, which is something my bank insists upon for online banking.

I am totally disgusted with AmEx, and probably will cancel my card after 30 years. It is ironic that they spend so much money advertising for new customers, and then manage to so royally piss off the ones they have. In dealing with them, I feel like a criminal rather than a customer. My advice to anyone thinking of getting an AmEx card: forget it. You can do much better elsewhere. Or at least, I hope you can.

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American Express Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 30 ratings and
58 reviews & complaints.
Contact Information:
American Express
World Financial Center, 200 Vesey St.
New York, NY 10285
212-640-2000 (ph)
www.americanexpress.com
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