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53 Reviews & Complaints
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AMEX Charges Interest No Matter What
Posted by Rvd125 on 10/01/2013
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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Posted by BigAl on 2013-10-01:
It depends upon how you use your card. When you purchase at a retailer designating that you are using credit it will have an interest waiver if you pay in full. If you designate it as debit you will be charged interest starting at the purchase date. Retailers pay a fee to accept credit cards. The fee is less if debit is used rather than credit. You or a person processing your sale could have used the wrong designation. This may have been what happened to you.
Posted by trmn8r on 2013-10-01:
There is evidence of lack of communication if this is the sum total of the conversation. If you paid the full balance in the previous billing cycle to the one in question by the due date, there must be an expanation as to why you were actually billed interest.

AMEX is a very successful company, and not through charging people for things they don't owe. I am surprised the CSR didn't address the specific question as to why you were billed interest in the cycle in question.

The only thing I can think of is a cash advance or something... If this happened to me I would call back and ask someone else.
Posted by Weedwhacked on 2013-10-02:
They don't want customers that don't make them any money.
Posted by bcd on 2013-10-03:
The interest charge is probably due to a cash advance.

Weedwhacked,

Credit card companies prefer customers don't pay their full balance monthly but still welcome their business because they earn money from the merchants.
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Giving a Gift and Taking It Away
Posted by Ergoodman on 08/17/2013
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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Worst Bank Ever
Posted by Dominictrs on 07/31/2013
Worst service, website. Representatives don't know anything about personal approach.
     
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Closed My High Yield Savings Acct. Without Telling Me or Sending Me My Money Back.
Posted by Dbarrett13 on 07/30/2013
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.

     
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American Express Has Hit a New Low in Customer Service Re Redeeming Points
Posted by Shallwedance on 07/26/2013
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.
     
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Posted by trmn8r on 2013-07-26:
I don't agree with transferring responsibility to AMEX for something I believe you should have done.

When I have a rewards program card, I check those rewards every few months. You checked after 10 years. I can see being upset you didn't get credit for something you were not enrolled in, but it isn't AMEX's fault.

I also don't agree that an AMEX csr should be responsible for suggesting that someone enroll in a rewards program. I've never had that happen as the account holder - only through mailings advertising the program do I find out about them.

I'm sorry, but I believe this is the customer's responsibility 100%.
Posted by Weedwhacked on 2013-07-26:
I agree, the customer is at fault.
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Wouldn't Waive Fee as They Have in the Past
Posted by Hazydazestudio on 07/20/2013
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!
     
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Posted by DebtorBasher on 2013-07-20:
If you have requested and have had late fees waived many times my numerous credit card companies...then your payment history is NOT immaculate. Even though they waived your late fees, your credit report will still show the number of times your payments have been late. AMEX is obviously aware of your history of being late and denied your request for the fee waive. These are 'courtesy' fee waives and are usually only given once in a 12 month period. And being a 'courtesy' they are not obligated to approve the request.
Posted by trmn8r on 2013-07-20:
AMEX is a very successful company, so isn't like they are messing over their average customer. If that were the case, they would go elsewhere and their profits and stock value would go down.

In regards to late infractions, you may have one instance waived at a company, after which they may not grant any. If you have a pattern of this, I would submit your history may not be "immaculate".

As far as $25 on a balance of.., the amount of the late fee is clearly spelled out in your AGREEMENT with AMEX.

In regards to points that were lost when you went from one card to another, I'd place the responsibility on the card holder to realize that they have a bonus program and they haven't redeemed the points. Do you have proof that they "tricked" you into losing them?
Posted by ok4now on 2013-07-21:
Switch to a Discover card. Their annoying commercial advertises how they waive the late fee. But don't think that they will keep letting you get away with this. You know when it's due, try paying on time and avoid the problem.
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American Express Posted Payment to Wrong Account.
Posted by Josegamez0641 on 07/11/2013
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 corrected 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 voluntarily removed.
     
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Posted by DebtorBasher on 2013-07-12:
Of course the other person isn't going to tell them to take the charge off...otherwise, they would have called to report the payment made (and if they made payment, it would have shown a double payment) when it showed on their bill. You are right, this IS ridiculous, but your problem is far from over. I don't know how their payment features work, but you better make sure they don't have the option to, 'Use previous payment method' as an option. Because all they have to do is click on that and the next charge will be billed to your credit card, since that was a payment method that was previously applied on their account. Dispute this with your bank!
Posted by trmn8r on 2013-07-12:
Banks and financial institutions have rules like this that may seem odd on the surface.

AMEX should make this right, and not charge a late fee. But you need to give them a chance to complete the inquiry.

Did this just happen today? Did you ask them the question you asked here - what happens if the account owner claims this payment was correct?

My guess is that if the account owner insisted the payment was proper, that AMEX would then have to conduct an investigation and find a way to make the account owner prove it. Assuming this just happened, I would give them a week and see if this is resolved.
Posted by AMEX HATER on 2013-07-12:
AMEX says they will investigate but unless the owner of other account agrees to remove payment AMEX will not do anything. Your bank can not help you because you agreed to process payment it was AMEX who posted the payment to wrong account AMEX should be the one on the hook but they will never agree it was their error they will just keep saying I know why you are unhappy but this is all we can do. AMEX sucks really sucks but they make so much money they feel they are untouchable and we are just little people they can step on with no regards for banking rules becuase they will just get "lawyered up" and bury you in the court.
Bank of America had same problem and they corrected with one phone call
Posted by John Nicholson on 2013-07-12:
Amex is following standard procedure. They are between you and the other guy, even tho you say they made the mistake. Don't assume the other guy will not agree. They may.

A few months ago I received an email from Discover saying they received my payment. Odd, because I hadn't yet received the bill. Long story short: the inept USPS had delivered my Discover bill to a neighbor, who just automatically paid it. I called discover and they confirmed the payment and after a transfer to another department, they looked up the copy of the check that paid it and it was my neighbor. They called the neighbor to verify, etc. as they could not just take one party's word for the mixup, even tho I was the one who would have gained. Bottom line: let them try to fix it and then go from there.
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American Express Overzealous Security Makes Card Useless
Posted by Mhdick on 07/05/2013
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 the tail (securiy 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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Posted by trmn8r on 2013-07-05:
As an investor in AMEX, I applaud their concern for security as reflected in your complaint. Also, there are regulations imposed on them to treat privacy and security in the manner that they do.

You are upset because you were inconvenienced - that is very evident. But I don't believe AMEX did anything wrong here. Living somewhere other than where the "permanent address" on file is is bound to cause problems.

I am not necessarily pro-everything about companies I invest in - Verizon is an example - they are doing multiple things I don't approve of.
Posted by Old Timer on 2013-07-05:
I am an investor in AMEX, holding their stock. It should be a very simple task to set up a procedure to cover a situation such as this. I question the common sense of AMEX often, but will keep my investment. In five years I have watched my stock purchs go from the high teens to over $70.00 a share. They seem to be doing a lot right. I just wish they would use more common sense when trying to weed out possible loses.

Pissing off good 30 year members does not make for a great business model.
Posted by John Nicholson on 2013-07-05:
You forget--or don't know--that Senator McCarthy has been proven correct. Read about the Venona papers, etc. However, you experience does resemble the activities of the current gangster regime---for example, a secret "no fly" list that is a secret to all but the person whose name is placed on it. Get a Visa charge card.
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Account Mistake and Poor Business Practice Cost $$$$$$$
Posted by Sharonnuzzi on 06/29/2013
NEWARK, NEW JERSEY -- Dear Sirs, 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.
     
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Posted by Old Timer on 2013-06-29:
Amex will probably never see this message. You may want to file it direct with Amex.

ccsgsupport@service.americanexpress.com
Posted by AMEX HATER on 2013-07-12:
AmEX is a bully pushing around the little guys who are their customers when they make a mistake they will never corrected and will not admit they did something wrong they will just keep saying I know why you are upset but will not say they will actually correct their mistake. I myself as soon as I pay off the small balance I have will tear their credit card into pieces and mail it back to them in their paymet envelop with a letter explain in very specific details with profane words why i will never use their service again. I am going back to Bank of America at least when they said they would fix it it was fixed and that was the end of it. AMEX is such as disappointment it was amazing to me how horrible their customer service is just shocking.
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Customer Service - Delta Skymiles SCAM Promotional Experience
Posted by Kcvaresio on 04/25/2013
SAN DIEGO, CALIFORNIA -- Signed up for an American Express - Delta Skymiles Credit Card tied to a promotion - spend $1K within X period and receive 40K bonus Delta Miles. Called American Express the day I made the purchase to ensure my purchase would qualify (I would have absolutely used another card if it hadn't been in the time frame). I was told by the American Express Customer Service Agent..."yes you are on the last day...make the purchase to ensure you get your miles"

I'm now on my 5th call to American Express, a case was opened on February 24th and still nothing. I had the WORST CUSTOMER SERVICE agent ever this evening, Suzanne. She needed to "find" a 2012 calendar to figure out how many days were in October, November, December & January.....politely tried to tell her the ONLY month that changes the number of days is February.

Needless to say this card will be cancelled and I'm posting about the lack of service on any social media outlet possible. Hoping no one else falls for these types of scams.
     
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Posted by trmn8r on 2013-04-25:
You can take the time to post this on numerous sites, but it seems like the problem is a miscommunication about whether your purchase on the last day of the promotion qualified. That is cutting it close, and there is the possibility that the transaction posted the following day. I understand you frustration, but personally this wouldn't cause me not to use AMEX.
Posted by anonymouse on 2013-08-17:
February is the only month that has less days? I think you are incorrect with that statement (just to give you a hint, November has 30). Perhaps you should have read your cardmember agreement and made the purchases prior to waiting to the last minute and not having them post in time.
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