Complaints

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 7/29/2024 my amex canada account got closed for no reason. I later checked letter saying I misused my credit card which I don't believe I did anything wrong. 1. I did use ****** card to purchase ****** gift card for my personal ****** account once in a while, which I see nothing wrong with the card usage. 2. for the account closure, I have cashback available on my SimplyCash® Preferred Card for more than $400 dollar and account supervisor denied to send me the cheque for this amount of cashback which I cumulated for an entire year and now I'm not able to receive it. 3. My platinum business card I just renewed two months ago for a heafty annual fee. Now the account is closed and account supervisor denied to refund partial for the annual fee. What I'm asking: reinstate my amex acount (3 credit cards) OR provide business plat annual fee refund & cheque for cashback from SimplyCash® Preferred Card

  Business response

  02/08/2024

  Please be advised that your complaint has been escalated to the Complaint Resolution Team for handling. Once their investigation is complete you will receive a written response with their findings/outcome.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Dispute of Incorrect Debt Reporting Dear Sir/Madam, I am writing to formally dispute the debt that american express claims I owe. I do not have a contract with your company, and despite my request, I have not been provided with the original contract or any supporting documentation that substantiates this debt. I request that this incorrect information be removed from my credit report immediately. Additionally, I expect a written confirmation that this erroneous debt has been erased from my credit report, sent to my address: ****** ******* ****** ******** ** *** ****  Thank you for your prompt attention to this matter. open date on my credit report: april 2021 amount: 1812$

  Business response

  08/08/2024

  The Complainant’s account has been forwarded to ***** ****** ******** at this time. ***** ****** ******** had tried to reach out to the Complainant yesterday, 08/08/2024, but the call was disconnected after the account information was verified. If the Complainant wishes to discuss the matter further, we would strongly encourage them to reach out to Total Credit Recovery: ###-###-####. Until they are able to have a wider conversation with the Complainant and their grievances, we consider the matter closed for now.

• Initial Complaint

  29/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with American Express and I have't signed any contract with them so I want this to be removed from my account

  Business response

  06/08/2024

  Our Complaints Management Team has attempted to reach out to our Cardmember numerous times to no avail. If they wish to discuss the matter in further depth, they can reach American Express through the number on the back of their card or via **************. Until then, we consider the matter closed for now. 
  

• Initial Complaint

  26/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have phoned 5 times since May 6/24 to have a 100$ gift card reissued. Each time I received an apology and a promise that a replacement card will be coming by mail within 2 to 3 weeks. I was even promised that it was going to be ***** to me, but apparently that customer service rep was wrong. Per the phone call July 23, I am told to wait another 2 to 3 weeks and to follow up if I still do not receive it . I have spoken to 2 “ Supervisors “They have no way of tracking it or knowing if somebody is actually mailing it out . They do have the correct address- It’s been verified many times. * **** * ** ***** ********

  Business response

  26/07/2024

  We were able to reconnect with the Complainant today, 07/26/2024, and had discussed their concerns outlined. We had provided the Complainant with further information on where to address their concerns with the appropriate Services.

  Customer response

  06/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I don’t want the case closed. I have not received a replacement card yet . I was away from home until Aug 5, so didn’t have the opportunity to call the number given to me by bbb rep. I will do so tomorrow ( Aug 7). The Amex rep was as helpful as he could be given that apparently the complaint has to go to a different branch.  I am satisfied with your representative, but am still VERY unhappy with this whole situation.
  
  Sincerely,
  
  ***** ******

  Business response

  08/08/2024

  In our discussion with the Complainant  on 07/26/2024, the product that they had purchased is through a service that is outside of American Express. We would not have the line of sight to be able to address the matter further with the Complainant and have provided them with the contact information to reach the appropriate service line for the product’s Gift Card Services. 

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I called the number that the Amex representative gave me, but that number just referred me back to the phone number on the back of my gift card- automated message only!
  I still have not received my replacement card. I contacted the company yet again Aug 9 , was told by “a supervisor “ that I would get an email update immediately after the phone call( never received )and was asked for identification with my address on it- I emailed my drivers license. I now have to wait another 3 to 4 weeks. **** ** ********** ***********
  Sincerely,
  
  ***** ******

  Business response

  13/08/2024

  As we had discussed with the Complainant on 07/26/2024, the product that they had purchased is through a service that is outside of American Express. Although we may be partnered with the product in question, all facilitation, redemptions and concerns are directed through the Gift Card’s Services. Beyond our partnership with this service, we do not have further line of sight into the matter and recommend that the Complainant discuss the matter further with the Gift Card’s Services – their number would be located on the back of the gift card.

  Customer response

  22/08/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  mar 31, 2024 my ***** rental car got stuck in the snow in quebec owing to lack of winter tires. ***** call centers were not ready to entertain the claim for the amount I spent to call the police despatched towing company who freed me after 2 hrs of being stuck in a remote area. ***** ***** *** *** ** ********* * ******* ** ***** ********* ******* ****** *****. when the merchant is unresponsive it becomes the duty of my credit card company to mediate. **** ******* ****** **** ** *** ** *** **** ******** ** ***** **** ** ** ******* * ******** **** ** ****** ********* ***** ***** ********** *** **** ****** *** **** ** **** ***** ********. I decided to cancel my card and stop payment to AMEX Canada Markham until they owned up and compensated me for the money I spent due to their merchant negligence.

  Business response

  06/06/2024

  Please be advised that on 04/11/2024 our Complaints Resolution Team had mailed out a letter confirming their findings and the outcome of their investigation with our Cardmember's complaint. Should our Cardmember not be satisfied with the outcome, there is literature in the Complaints Handling brochure, that was also mailed out and currently available on our website, through which our Cardmember can escalate further their concerns. Our Cardmember can reach **** who will conduct their own assessment –  given there is no further escalation levels at Amex.  The contact for **** are as follows:
  
  Phone:  ###-###-#### (toll-free)
  Online: *******
  Email:   *****************
  Mail:    ********* *** ******* ******** *** ***********
              ** ***** ****** ****             ***** ***** ** ** *** *             ******** ******** *** ***

  Customer response

  06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I cancelled my card due to AMEX failure to support a client in a dispute **** * ********* ********. Please pay back the rest of my annual fee before you wish to collect any money from me. I don't care to escalate, I am not paying AMEX a dime until I am owed what is due to me
  
  Sincerely,
  
  *** ********

  Business response

  18/06/2024

  We thank our Cardmember for their response/feedback. All levels of our escalations procedures have been exhausted. If our Cardmember remains unsatisfied with the outcome from our Complaints Resolution Team, they can reach out to our ********* ******:
  
  Phone: ###-###-#### (toll-free)
  Online: *******
  Email:  *****************
  Mail:    ********* *** ******* ******** *** ***********             ** ***** ****** ****             ***** ***** ** ** *** *             ******** ******** *** ***

  Customer response

  11/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have received no response from any ********. * ** ****** ********** ***** ** ******** **** **** ** ********* ** ************ ****** **** ******** ** *** ** *** ******* **** **** ***** *** ** ******* ********** ** ********* ********* ****** *** **** **** ** **** ******* ** **** ** ***** *** **** **** **** ******* ** ***** ****** **** ***** ***** **** ****** ** ***** ** ** ***** ****** * ******** *** ****** ** ******* *** ****** *** *********** *** **** ***** ********* ****** ****** ******* **** **** *** * ***** *** *** ** ***** * *** ****** ******* *** *** *** ****** **** ***** *** ******* *** ****** **** *** **** **** ******** *** *** *** ***** *** **** ** ****** *** ****** ******* ** ** ****** **** * **** ***** ** ******** **** *** ****** ** ******* *** ** *** ******* *** *** **** **** **  ** ******   
  Sincerely,
  
  *** ********

  Business response

  16/07/2024

  We thank our Cardmember for their response/feedback. All levels of our escalations procedures have been exhausted. If our Cardmember remains unsatisfied with the outcome from our Complaints Resolution Team, they can reach out to our ********* *******
  
  Phone: ###-###-#### (toll-free)
  Online: *******
  Email:  *****************
  Mail:    ********* *** ******* ******** *** ***********             ** ***** ****** ****             ***** ***** ** ** *** *             ******** ******** *** ***

• Initial Complaint

  09/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Express failed to handle my recent dispute case #********** And I need a refund as soon as possible in the amount noted. Typically Amex helps with disputes,but this time unfortunately Amex let me down.

  Business response

  09/02/2024

  Please be advised that your complaint has been escalated to the Chief of Complaints Office for handling. Once their investigation is complete you will receive a written response with their findings/outcome.

  Customer response

  10/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  **** ** ********* **** ****** ** *** **** *** I am not willing to wait for another 2 weeks only to be informed quietly about the same result that I already have now.

  So I need the funds back as soon as possible!

  Since Amex shouldn't even escalate my case this far,it should have been resolved within the first day of my dispute back in Dec!

  So I reject the response, since Amex is siding with the merchant ******* * ***** *** ********** *********
  
  Sincerely,
  
  ***** ******

  Business response

  14/02/2024

  The Chief Complaints Office is currently reviewing your complaint and will complete a thorough investigation. The CCO will provide their findings in a written response to you shortly. The CCO thanks you for your patience.

  Customer response

  14/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  * ******* **** **** **** *** ********* *** *** **** ******** ** ********* *** **** *** ******** 

  As I mentioned earlier my case shouldn't even reach this level in the first place!

  I am disappointed how Anex handled this case!

   

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

  Business response

  23/02/2024

  Thank you for your new message. As previously shared, your complaint is being supported by the Chief Complaints Office and a written response will be send to you with the details of their investigation. We thank you for your patience and understanding.

  Customer response

  28/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Seems this communication is isolated from my communication with Amex.

  *** ****** *** ********* *** **** ******** *********

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

  Business response

  06/03/2024

  We thank our Cardmember for their response. Our Cardmember’s case is currently under review by our Chief of Complaints Office. Upon the completion of their investigation, our Chief Complaints Office will mail a substantive written response with their findings.

  Customer response

  09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  For the same previous reason!
  Sincerely,
  
  ***** ******

  Business response

  20/03/2024

  Please be advised that this complaint has been handled by the Chief of Complaints Office and the cardmember has been provided with a written response. If they are still unsatisfied there are instructions in the letter for further escalation. 

  Customer response

  22/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Same as my previous response.

  Amex failed to handle my issue properly.

  And I am disappointed **** **** ***** *************
  Sincerely,
  
  ***** ******

  Business response

  01/04/2024

  Please be advised that on 03/20/2023 our Chief of Complaints Office had mailed out a letter confirming their findings and outcome of their investigation of our Cardmember's complaint. Should our Cardmember not be satisfied with the outcome, there is literature in the Complaints Handling brochure, that was also mailed out and currently available on our website, through which our Cardmember can escalate further their concerns over to.

  Customer response

  02/04/2024

  
  Complaint: ********
  
  I am rejecting this response 

  Because the business is keep sending the same script that was already rejected over and over again,

  I have responded few times to that response, and I am not accepting it under any circumstances!

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

  Business response

  12/04/2024

  We thank our Cardmember for their response. AMEX has completed reviewing their case at all three levels of escalation. We encourage our Cardmember to escalate the matter to **** who will conduct their own assessment, given there is no further escalation levels at Amex. Our Cardmember can contact **** as follows:
  
  Phone    ###-###-#### (toll-free)
  Online:   *******
  Email:     *********@****.ca
  Mail:       ********* *** ******* ******** *** ***********
  ** ***** ****** **** ***** ***** ** ** *** *
  Toronto, Ontario, *** ***

  Customer response

  22/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I am not willing to waste anymore time, since Amex is not coaporating.

  *** **** ****** **** ********* ********* *** *** ******* ******** *** **** ** ******* *** **** ****** **** ********** **********

  Disappointed 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5th 2023, I registered for an American Express credit card offer on my account, and I received a confirmation that I successfully registered for the offer. When I went to the store the next day to use the offer that I had successfully registered for, the offer had disappeared from my account. I contacted American Express regarding this issue and I was told that this issue would be looked into. It has now been over 5 months and I have not even been contacted by telephone directly even once to get the relevant details from me. American Express has just been brushing me and this issue off, and not a single contact by telephone has been made with me regarding this issue. I have proof that I received the offer as well as proof that I successfully registered the offer to my account. I have lost out on $100 from this offer due to this issue from me not being able to use my offer. I would like the offer that I have rightfully registered onto my account to which I can show proof for. It has been over 5 months now with no resolution to this issue, this is very frustrating. I regret signing up with American Express and will be recommending others to avoid American Express.

  Business response

  03/01/2024

  Please be advised that on 09/15/2023 our Chief of Complaints Office had mailed out a letter confirming their findings and outcome of their investigation to our Cardmember's complaint. Should our Cardmember not be satisfied with this outcome, there is information in the Complaints Handling brochure, that was also mailed out prior and is currently viewable on our website, through which our Cardmember can escalate their concerns further. 

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not receive any response from this business. Furthermore, I have specifically asked that a representative directly contact me through telephone so that I can provide my side of this issue. This company is just trying to push their side without investigating my side of this issue. The fact is that I received this offer and the fact is that I registered for this offer successfully. I have proof/evidence of receiving the offer and registering for the offer because I have screenshots and emails with my name and account number with the offer. This company has just been saying that there was no offer for me.
  

  ********** ******** ******* ***** this company can’t even directly have a phone conversation with me or its’ customers. I will not be satisfied or consider this issue resolved until I am contacted directly through telephone regarding this issue where I can provide my account of the issue, my phone number is provided in the initial complaint. This company is not treating its customers with respect or even like human beings. 

  
  Sincerely,
  
  **** ****

  Business response

  10/01/2024

  Thank you for your response. 

  Amex has completed reviewing your case at all three levels of escalation.  We encourage you to escalate the matter to OBSI who will conduct their own assessment; given there is no further escalation levels at Amex.  You can contact OBSI as follows:

  Phone: 1-888-451-4519 (toll-free)
  Online: obsi.ca
  Email: *********@****.ca
  Mail: Ombudsman for Banking Services and Investments
           20 Queen Street West
           Suite 2400, P. O. Box 8
           Toronto, Ontario, M5H 3R3

   

  Customer response

  15/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The issue is that you continue to say all 3 levels investigated without contacting me directly to get my side of the issue. This means that this “investigation” is one sided which isn’t a true investigation. 
  
  You continue to give the same generic response over and over again. I have not been contacted directly by telephone even once regarding this issue, which is what I have asked for as a resolution. Rather than providing the same generic response, call me and explain what the findings were. Anyone can just say “we have investigated”. You continue to say I did not receive the offer when I have evidence/proof of receiving the offer. I have provided my contact phone number and will not consider this issue resolved or investigated until I can physically talk to someone from this company giving me a proper explanation. 
  
  Any reputable company of this level would be able to physically have a phone conversation with their customers, this has been a disgusting experience with Amex where they refuse to talk to their customers. 
  
  Sincerely,
  
  **** ****

  Business response

  24/01/2024

  At American Express, we take customer complaints seriously and are committed to resolving them in a fair and transparent manner. In this case, we have followed our established complaint resolution process, which included three levels of escalation. Throughout this process, our team conducted a thorough investigation and provided timely responses at each stage.

  Our final response detailed the outcome of our investigation. We believe that the resolution provided was in accordance with our policies and procedures, which are designed to ensure fair treatment. 

  If our Cardmember remains dissatisfied with the resolution provided, they have the right to seek further assistance from the ********* for Banking Services and Investments (OBSI). The OBSI is an independent body that impartially reviews such cases. The contact information for OBSI are as follows:

  
  Phone: ###-###-#### (toll-free)
  Online: obsi.ca
  Email: *********@obsi.ca
  Mail: Ombudsman for Banking Services and Investments
            20 Queen Street West
            Suite 2400, P. O. Box 8
            Toronto, Ontario, M5H 3R3

  Customer response

  26/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again, American Express continues to not contact me directly on the telephone. Not once has this company contacted me directly on the telephone regarding the issue ever since the complaint. This company continues to say they have investigated but has not contacted me to get my side of the issue which any real thorough investigation would include. I have proof/evidence of the issue but American Express is not even considering looking at it with their “investigation” which makes no sense. 
  

  There has been no transparency whatsoever. Please contact me directly on the telephone and provide some transparency to this so called “investigation” and allow me to provide my side of the issue which has yet to be done by American Express.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have the American Express aeroplan reserve card and The terms and conditions of my credit card state that for every $5000 in net purchases, I will receive a boost of 1000 SQM and 1SQS to my aeroplan account. However, American Express is not honoring this as it is written in my cardmember agreement. They told me that if I exceed the $5000 threshold in a single transaction, the residual amount does not get carried over to the next cycle. I.e., if I spend $10000 in a single transaction, it will only count for one boost. The remaining $5000 doesn’t count at all, and even worse is that the next cycle doesn’t even begin until the next day. Hence anything else I spend that day does not count to my next threshold either. They were telling me that this is in the agreement but when I went through the agreement with them, it stated nothing to this effect and then they backtracked and said that’s just how it is. This is not right, because by not counting the residual of a transaction or any other transaction that day, they are not truly giving me my boost for every $5000 in net purchases. As such, they are in violation of my agreement and need to be held responsible.

  Business response

  20/12/2023

  Please be advised that our Cardmember's complaint is currently being investigated by our Complaints Management Team. Once the investigation is complete, they will be followed up with as soon as possible of the outcome. 

• Initial Complaint

  25/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Someone filed for a credit card in my name and it was not me.

  Business response

  25/09/2023

  We have reached out to the Complainant today, 09/25/2023, and have addressed their concerns as detailed. From our conversation today, we consider the matter resolved.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the AMEX Bonvoy Credit Card in February 2023, with a sign up bonus of 50,000 points when you spend $1500 in the first three months. I hit this spending requirement on April 3rd after six weeks, I contacted them and was told it would be 8-10 weeks to receive the bonus points. When I had not received the bonus after that time I contacted them again, and they said it would be 8-10 weeks after the closing of the 3rd statement. 10 weeks after that day is today, July 31. When I called today I was told "Fridays and Saturdays don't count" in the 10 weeks!? That doesn't even make sense. I have been waiting 10 weeks already and I want my sign up bonus points. I have a trip planned for August that requires these bonus points.

  Business response

  03/08/2023

  We were able to speak with the Cardmember today, 08/03/2023, and have addressed their immediate concerns for now.

*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. ↩