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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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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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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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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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When I Was Automatically Billed by Costco for a Membership Fee and Called American Express to Cancel, I Was Intimidated!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

I have been a Costco Member since 1993 and until now have been very pleased with my American Express True Earnings Card. Recently, however, when I called American Express to cancel my membership, explaining that I no longer live near a Costco, (the nearest one is 40 miles from here) the representative told me that I was still responsible for paying the bill.

I responded that since I never requested a membership renewal, I felt that I was not obligated to pay for it and that if I wanted to make purchases at Costco, I still had a Costco Gold Star Member Credit Card. Finally, he said that I could dispute the charge, but needed to call Costco at 1(800)7742678 and tell them that I wanted to cancel the membership, which further upset me.

Reluctantly, I did call and after waiting over 11 minutes on my cell phone to speak to a real person, I was cut off and sent back to the initial recording to begin the process all over again! Now REALLY annoyed, I called 1-888-246-1076 (customer care) once again, explaining what had just happened and was again met with yet ANOTHER arrogant and rude and very hostile representative!!! WHAT is going on there that an excellent customer should be treated that way?

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AMEX Charges Interest No Matter What
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FISHERS, INDIANA -- What gives? I was doing great without any interest being charged to the card as I pay the entire balance showing on the billing statement before the due date. I recently received a statement showing an interest charge. When I phoned the customer service representative was immediately on the defensive and suggested I don't take it that way even though I gave her no indication that I would. I simply asked her for a reason why I was being charged an interest when I never received one before.

She stated I am always being charged an interest but it will not apply if I pay the balance in full by the due date. I agreed with her and asked again why I'm now being charged interest. She repeated her statement about it not being her opinion and that interest is charged all of the time.

When I read the definition of interest posted on the back of the billing statement and specifically the part where I would not be charged interest if paid in full by the due date she again went of the defensive and said I would be charged interest no mater what. Knowing I wasn't going to get anywhere with her I simply thanked her for her time and said that due to her customer care I would be cancelling the card after I speak with Costco. Keep moving forward.

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Giving a Gift and Taking It Away
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- I was given a free pass to the American Express Centurion Lounge in Las Vegas. The man at the counter did not run my card and I was told I needed to pay $50. He also said I needed to pay $50 for him to answer a simple question. I have been given an offer for my brother to attend the lounge for free because of the way I was treated. I am going to cancel my card and never attend that stupid lounge. Some employees at American Express treat their customers differently depending on a variety of factors I guess. I will not continue to give business to a company that discriminates.

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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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