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American Express Consumer Reviews - Page 2

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Closed My High Yield Savings Acct. Without Telling Me or Sending Me My Money Back.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SALT LAKE, UTAH -- I opened a high yield savings account in March. I got a statement that they received my initial deposit. I didn't get any more statements so I decided to call and check on my balance. I was surprised my account had been closed. They said they thought it had been compromised. I asked why I wasn't notified, they tried to make excuses.

I asked for my balance and for them to send me my money back. They said it would take several days to figure it out. After waiting a week they called me back and left a message. I returned the call and left a message. After waiting all day, I called again. I was put on hold for a long time while they looked for my money. I told them to send the money overnight delivery. Finally think the check is in the mail. Very scary experience.

American Express Has Hit a New Low in Customer Service Re: Redeeming Points
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

USA, HAWAII -- I called American Express today to use my points for a flight I just booked for my husband and they told me I could not redeem any points as I have never been signed up. I had been using my card but only getting points on my husband's card and asked why they would not debit my card points and they said that it was because my husband never asked to have my card in the rewards program and only HE could authorize that!!!

What a stupid thing - someone is actually going to refuse their spouse the benefit of having something given back to them as a bonus rewards program Really? So for the past 10 years that we have had this card and NOTHING has been accumulating points and I use the card every month for my business and nothing was going towards the point system!!!

Someone at some point should have asked me or my husband to sign up for the benefits. I don't understand what kind of customer service this is but I can tell you that it is an awful sneaky and low way of doing business. I have American Express at my store and unless this is corrected I will be pulling it out of my store also.

Wouldn't Waive Fee as They Have in the Past
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I've been charged $25 late fee on a $41.32 bill. This is no surprise as any company would do the same. I called two days after the due date, requested the fee be waived and after 45 minutes on the phone, failed. I've been granted this simple courtesy many times before by numerous credit card companies and been successful every time as I have always had immaculate payment history and never left a balance on ANY credit card.

I've been tricked out of over 100,000 AMEX points in the past when an associate CALLED ME and convinced me to switch to AMEX blue, without informing me that I would lose all my points. Those points were the whole reason I signed up to the card and after trying to get those points back for YEARS, I've been receiving NO RESPONSE to my letters!!! UNBELIEVABLE how this company has been treating me worse and worse as I become a more senior customer!!! This company does not deserve more business!

American Express Posted Payment to Wrong Account.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TAMPA, FLORIDA -- I called American Express to make a payment over the phone with my debit ATM card. I gave the customer service representative my account number. The representative asked me to verify some information about me which is fine. I expected that and since I gave him my account number and he verified the identity information I expected the payment to be posted to my account. But somehow this representative was able to post the payment to another account and the account numbers are not even close.

I spoke to supervisor, manager, and they can see the mistake how it was done but they will not correct unless they speak to the account owner where the payment was posted and get their permission to remove the payment that was posted to their account by mistake. This is ridiculous! The American Express representative made the mistake. Not me and not the other account holder. American Express should correct this and suck it up just like Bank Of America does when they make a mistake.

What if the other account owner does not give the OK to remove the money, then what? American Express gets to say "OOOPS" we made a boo boo and I will be out my money plus American Express will get to charge me a late fee for the mistake made by their customer service representative? Just ridiculous specially when customer reps, supervisor, and manager can see the mistake but won't fix it unless the second account owner agrees to have the payment posted in error voluntarily removed.

Account Mistake and Poor Business Practice Cost $$$
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWARK, NEW JERSEY -- Twice in the last 2 weeks you have caused major damage to my daughter and son-in-law trying to buy a new home. First you had wrong info on "alleged late payments on account". After my son-in-law contacted you, you cleared it up after he asked for a Supervisor. Then just 2 days ago, you blocked the Home Mortgage company again from doing a credit refresh to check the same account, to finalize the "close" on the loan. DUE TO THAT THE MORTGAGE % WENT UP FROM 3.4% TO 4.1% while waiting for you to grant access to the mortgage lending company. I will never do business with you and will be telling my friends to shun you as well.

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.

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.

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.

American Express's Crappy Customer Service Hides Behind an Obsolete Reputation
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

NEW YORK, NEW YORK -- This is more a review for the customer service of American Express in general. I've been an American Express blue cash card customer for about 4 years now since college. Recently I decided to upgrade to the Gold premier card for a few reasons: $0 introductory annual fee. Increased spending habits (particularly in travel). Need to purchase airline tickets for flights planned later this year; including one I need to purchase immediately for a flight next week (3x points would have been nice for this).

I had some special circumstances when I applied - I needed to expedite the delivery process in order to purchase the ticket for the upcoming flight because the normal 7-10 business day deliver would have been too late. I KNEW this was possible since a friend of mine just applied and received his in 2 business days. However, after speaking to at least 4 different people in the “Apply by Phone” department, everyone denied it was possible and instead gave me a canned lie that “the system will not be updated even if we do a rush delivery.” One representative, upon a request to be transferred to a supervisor, chose to hang up on me instead!

After finally getting in touch with the supervisor there, she suggested I apply online as my friend has done. I ended up doing this and upon speaking to ** through the online process, he assured me immediately that it was possible to expedite the delivery of the card. Why one department within Amex CANNOT expedite delivery and another can completely baffles me and seems to paint a picture of Amex as a ridiculous bureaucracy.

The only reasoning really I can grasp behind this is that Amex cares more about acquiring a new customer (my friend), rather than retaining good loyal customers who have excellent credit. I thought the problem was solved, but when I called back the next day to confirm that the card should be expedited (as ** instructed) it turns out I was processed for the wrong card! (Amex Gold, not Gold premier).

I'm not sure how exactly this could have happened, whether there was some bug with the website (which is poorly implemented to begin with as words flicker in and out) or some kind of miscommunication with whoever I talked to afterward, but before I applied online I carefully reviewed the card application, confirmed that I was applying for the one with $0 introductory annual fee and then $175 thereafter, while my friend who also applied for the same card sat right next to me as an eyewitness and guided me through exactly what he did!

Frustratingly, I then had to sit through 3 more hours of waiting and re-explaining my issue to about 5 more representatives, including a conversation with **, an unhelpful and very bored supervisor from customer service, who for some reason chose to adamantly argue an irrelevant point that Amex has no authority to control what will happen to my credit score if I have to cancel a card, even if I did not order it.

** cut me off while I was asking him a question and transferred me over to ** on New Accounts, who was even more confused than I was about what is Gold premier vs. Gold preferred vs. Gold – he then put me on hold for another 20 minutes, while I assumed he went to check his facts, maybe look back at his training manual if Amex even gives him one…I have no idea.

It came to the point that after talking to ** in New accounts, The only solution they could come up with was to cancel the Gold Card (that I didn't order in the first place) which would lower my credit score and reapply for the Gold Premier. I'm definitely going to cancel the Gold card, along with my blue cash that I've been using, and instead get the Chase Sapphire Preferred, because after dealing with Chase for several years on my banking side I know they are one to still care about customer service.

I understand many of the reps were genuinely trying to be helpful (only a few of them were very rude), but it's clear that Amex has some serious issues with inconsistent and inaccurate information permeating across different departments, poor training (the reps don't even know their own products they are selling!!), and moreover structural problems with management.

Everyone told me something different (yes, I would be able to order my plane ticket the next day through the Amex travel department if I apply today. no I cannot get my credit card expedited.) I'm sure people still love Amex for the membership benefits for which I was initially attracted to, but one thing that they should NOT be commended for is customer service. I'm appalled - they might have had a great reputation historically, but if they continue to treat customers this way it's almost sure to erode. It takes some real effort to drive customers away even before they even receive the product.

AMEX Knows How To Cover Their **
By -

SALT LAKE CITY, VIRGINIA -- In March of 2001 the Wyoming Highway Patrol seized about $10,000 worth of AMEX traveller's checks from me. Subsequently they turned the checks over to the US Secret Service. The US Secret Service held the checks for three years until 2004. I was never charged with any criminal offence regarding these checks.

Rather than returning the checks to me in 2004 the US Secret Service returned the checks to American Express. I have documentation (if you had a place to attach files I could display this) to support this allegation along with a letter from the Secret Service stating the checks sent to American Express belonged to me. In 2006 I hired a Wyoming attorney named ** of Cheyenne, Wyoming. He wrote letters to the legal department at AMEX demanding a refund for these checks being AMEX got my money and the checks back.

I also have documents to support this. He even demanded AMEX show a factual or legal basis for denying me my refund. Never did an attorney respond. He only received emails from someone called ** (legal analyst). I checked with the Utah Bar and there was never an attorney practicing in that state by the name of **. She said she was denying the claim unless I can produce a receipt or proof of purchase. Unfortunately being it was five years since I purchased the checks I did not have the receipts.

However requiring me to produce a proof of purchase before I could get a refund is such a farce. Number one AMEX has records. They know damn well who purchased those checks. For two the checks were held for three years with the US Secret Service. If those checks were not purchased by me clearly I would have had criminal charges filed against me. Three, I have documentation (if you only could allow me to paste documents here) where the US Secret Service clearly and unequivocally state that the checks in question belonged to me. I purchased them on either February 20 or February 21 at the AAA Office on Arkansas Avenue in Denver, Colorado.

In 2007 my attorney filed a complaint against AMEX with the Office of the Attorney General of Utah. The Utah Attorney Generals Office dismissed the complaint because I am not a Utah resident. I then upon my own filed a complaint in 2007 with the New York State Attorney General (where I am a resident). The complaint again was dismissed. In speaking with an attorney for the New York State Attorney Generals Office she said we can only resolve disputes if both parties are willing to do so voluntarily which is a joke. If the two parties can resolve the issue voluntarily why would one have to go to the attorney generals office.

Then in late 2008 I tried to file a complaint against AMEX with the Federal Trade Commission (The FTC).The FTC would not take the complaint because they say they only deal with class action suits. They referred me to the Office of Thrift Supervision. In 2008 I filed a complaint against AMEX with the OTS (Office of Thrift Supervision) and they said that AMEX is a bank and that I should go to the FDIC. I went to the FDIC and they said AMEX is not a bank and that I should go to the FTC.

In 2009 I tried to contact an attorney for AMEX to discuss the refund and I get stonewalled. I first tried phoning the 1-800-221-7282 and I got someone from the Philippines named ** and he refused to connect me to an attorney for AMEX. I also phoned a ** at AMEX in Salt Lake (1-801-945-5146) and he too refused to put me in contact with an in house attorney for AMEX.

It is rather obvious what AMEX is doing. They know how to cover their asses. They know the only way I would get justice from them is by suing them. And for me to hire an attorney it would cost me more than the $10,000 I am out. I am trying to get the money back. Does anyone here know of any way that I can bring AMEX to justice, have them refund me my $10,000? Without it costing me $10,000 to do so. Further there is now telling how many other times AMEX has done this.

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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)
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