Business Profile

Credit Cards and Plans

American Express Credit Card

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Initial Complaint
14/07/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On February 10, 2023, my AMEX card got cancelled as I entered into a consumer proposal. Since then I have heard nothing from them. My credit score say that I have never missed a payment and the amount is 0. No phone calls, no emails nothing until two days ago when a collection agency emailed said I owed money even though I am in the consumer proposal. I called AMEX yesterday and the lady on the other end said she could not give me any information. I asked to speak to a supervisor or manager and she proceeded to tell me there wasn't one to talk to and hung up. I called back and was told that he did not have a supervisor or manager and there was nothing else he could do.
Business response
21/07/2023
The account is being reviewed by the relevant parties who will follow up with you.
Initial Complaint
26/05/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went on a golf trip with my friends in Myrtlebeach , North Carolina about 7 weeks ago. We decided to go to a bar (******* ***********) on the 10th of March and we used my American Express credit card to pay for our bills (which was 477 CAN$). The waitress told me that I had to give my driver licence as well because i was an international client (from Canada) She came back saying that my card was refused and I had to use a different card. I offered my *** **** which I use only for emergencies. She later came back with the same excuses (card was not working) and she gave me a form that I had to sign authorizing the establishment to charge me later on once I would've talked to my bank institution. I've been asked to pay for the waitress tips with Cash directly since those wouldnt be included in the credit card charges. (100$ cash) and I left the establishment. 3 days after I left Myrtlebeach, I've received my credit card statements with the followings : - American Express : 477$ CAN - American Express : 1847$ CAN - **** *** : 9552$ CAN - **** *** : 2162$ CAN All of the above are NON VALID charges. I haven't bought anything beside a few beers and shots (477$). I have never authorized or bought anything else than the first charges. I have been scammed and my credit card has been used by the staff establishment (I assume). I can't talk to anyone at the bar to fix this situation, **** / Amex havent been able to help me neither. I need your help to fix this situation, I do not possess that kind of money (****** ** * **** ******* ******) Thanks in advance for your help ** ********* ** ******* *** ** ******** *** *** ** ***** *********
Business response
31/05/2023
We've reached out to the Cardmember and have discussed the next steps regarding their concerns. Subsequent to this conversation, we consider the matter resolved for now.
Customer response
01/06/2023

Complaint: ********

I am rejecting this response because: nothing has been done so far beside contacting me. I am still waiting for a resolution from American Express

Sincerely,

******* ********
Business response
05/06/2023
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
16/05/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My complaint is in regards to ******** bonus points that I have earned but that AMEX has not credited me. When I first enrolled for this card in June 2022, part of the the promotion was that if I charged more than $1500 to my card in the first 3 months, I would receive 20,000 bonus ******** points. I did so and received those points. The other part of the enrolment promotion was that if I charged more than $500 in a billing period, I would be credited not only with the regular ******** points but also an additional 2500 bonus ******** points for that period. This was a promotion good for the first 12 months I had the card. I have charged more than $500 to my card in each billing period, but have only received 2500 bonus points on each of the first 7 statements. I have not received my bonus points on the February, March, April or May 2023 statements. I first telephoned AMEX on this on March 5, 2023 (AMEX reference # **********) at ************. The agent told me I should have received the points for my February statement and that he would request them and that I should have them in 7-10 business days. Never happened. On March 14, 2023 I telephoned again and said I had not received my February or March bonus points. (AMEX reference # ***********). AMEX agent Jenny was familiar with the problem. She told me that staff had been issued a note on February 2, 2023 that there was a problem with AMEX ******** card holders not getting their bonus points and that the back office was aware of this ”technical problem”. Jenny said that it would take 8 weeks for me to get my February and March bonus points. She said there was no need to phone back each month. Despite qualifying each month, I have not received my April or May bonus points either. So AMEX owes me 10,000 ******** points. Phoned Amex again on May 15 same story. I want my points and compensation for extra costs incurred to buy airfare because I did not have access to my points.
Business response
16/05/2023
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
01/05/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
For the last few months American Express Canada has been calling with a recorded message to call them. We have not received a live person, just a recorded message and it does not say why they are calling or who they are trying to reach. This number ********** is a business number and the business does not have an American Express card. I called on Monday April 24 to try to inform them that the number they are calling is not a valid number and I also faxed them on Monday April 24. They say they are unable to do anything unless they have a card number. Before this goes to some collection agency where we will then again probably just receive a recorded message I am looking to have our number searched and removed from their call list. I am sure there is someway they can figure out who they are trying to call and remove this number from their rotating robo calls. Today April 28 we have received four of these recorded messages.
Business response
10/05/2023
We have reviewed the nature of your complaint and have taken the necessary steps to have this investigated further to ensure the cell number you have provided is no longer contacted for the previous reasons established.
Customer response
10/05/2023

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
04/04/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had booked an excursion for my trip to Egypt and then cancelled and booked with another tour operator. I then canceled and rebooked with a more reputable tour operator. I have proof of my cancellations within my account. I took a tour and am happy to pay for it. The tour operator I canceled with still charged my account. I filed a complaint and it was not in my favour. The tour operator submitted a drawing of my and my spouse "Enjoying out tour" that did not even look like me. I submitted a screen shot of my account showing it was listed as cancelled and pictures of us on our actual tour (which look nothing like the drawing) and the credit card company still accepted the merchants false evidence. They said I did not cancel and I enjoyed my tour. Even if I didn't cancel ( which I did) the tour was not taken and that was not me in the drawing and the merchant did not deliver the service and in fact submitted false evidence..... I am at a loss for words as to how American Express can accept a drawing as proof that I was on a tour when I have pictures of me on the tour I actually did take....
Business response
04/04/2023
We had spoken with the Cardmember as of today and consider the matter resolved for now. As discussed, the case has been re-opened and may take approximately 6-8 weeks for further evaluation/outcome.
Customer response
04/04/2023

Complaint: ********

I am rejecting this response because:
this would have been the 4th time they have said this and nothing gets done . It is unbelievable that they would accept this as evidence and take 6-8 weeks to handle a very straightforward case
Sincerely,

***** ********
Business response
14/04/2023
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.
Customer response
25/04/2023

Complaint: ********

I am rejecting this response because:
they have still not responded and continue to let the charge remain…. I have called several times and am told it should be reversed but no one reverses the charges and nothing gets done
Sincerely,

***** ********
Business response
28/04/2023
Please be advised that the Complaint Resolution Team has 5 business days to contact you once your concern has been escalated. We apologize for the delay and will reconnect with you as soon as possible.
Customer response
05/05/2023

Complaint: ********

I am rejecting this response because:
there has been no response at all
Sincerely,

***** ********
Business response
11/05/2023
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
17/03/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is a problem with the mobile app on android for Amex Canada Credit Card. The app asks me for feedback every two weeks. I want a response from the developers of the app if this is normal or if this will be fixed. When I asked customer service on live chat, they just passed my issue off and gave me answers like sorry you feel that way instead of asking someone from the development team or manager to reach out to me which isn't good customer service.
Business response
21/03/2023
We had spoken with the Cardmember today 03/21/2023 and have confirmed the matter resolved.
Customer response
21/03/2023

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
15/02/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
dear Sir or Madam My American Express card is canceled without any reason,I call them to check what happened ,the first agent ask me to hold,and dissapear for 1 hour. Then I call them again ,they told me they could not do anything and then hang up directly even don't want to hear anything.The problem is that I have 200 dollars more in the account,They even don't give me a solution,and I also don't know why they canceled my card without any reason.please help me ,thank you very much
Business response
24/02/2023
Tell us why here.. 3 attempts were made to reach cm , discussion with cm in dec to obtain docs, no docs were received to date, decision made to close.
Customer response
25/02/2023

Complaint: ********

I am rejecting this response because:AE said that they tried to contact me 3 times but I didn’t received Once yet,in fact they locked my card without any reason, I tried to contact them for almost 1 month because their call is too hard to contact and tried different time ,finally I contact them ,they ask me to provide the materials,but at that time I have a vacation,after that I prepared to provide the materials. They canceled my card, I called them,they asked me to wait on the phone for more than one hour, I called them again to ask why we had to wait so long,they hung up the phone and never answered our phone again,which made me so angry, I never met this kind of service. I just want to know why my card was canceled and when i will get my balance back.** **** ** ****** ********** **** **** ** **** ** ** ******** ** ******** *** ********** **** ** ******* , now I don’t know how to contact them,I need them to apologize and send me the balance .and I appreciate you very much for helping me

Sincerely,

***** ****
Business response
27/02/2023
Our Credit Services was capable of reconnecting with our cardmember today to review the needful and have considered the matter closed on our part.

Should our cardmember have further concerns, our number for Customer Service, for general inquiries, can be reached at ###-###-####.
Initial Complaint
01/02/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Name: ****** **** ******* ****** **. : # ******* I have registered a promotion on my American Express ******** ****** card, which the detail of the promotion is received 100$ credit in the statement balance if I book any hotel before 1st Jan 2023 via ******** ****** app or web... I did booked a trip to Philadelphia us on 29 of Dec 2022, which I confirmed with the hotel front desk many times to post my charge before 1st Jan 2023.. They confirm with me they will and there would be no issue at all But finally I found that the charge has been took on 30 DEC 2022...which is eligible to receive the bonus 100$ credit on my american express card.. But ******** *** set the post date as 1st 2023.. Which my American Express tell me ******** system justify I'm not gonna receive the credit... Now the AMERICAN EXPRESS ask me to contact ********, ******** ask to contact with AMERICAN EXPRESS This is really unacceptable, they playing with their customer ** ***** ***** from them..
Business response
02/02/2023
We have spoken with the cardmember to address their concerns directly and confirmed the matter resolved. They will receive a letter confirming the reference number and a copy of our Complaints Handling Brochure.
Initial Complaint
17/01/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got American express aeroplan business reserve credit card in the month of September, 2022 . At the time of applying for the credit card, american express offered me a welcome offer of 95k aeroplan point upon spending $7000 within first three month. I spent $7000 by November 2nd, but when I did not receive my aeroplan point, I call american express canada and they said that i have to wait for another 6-8 to get my 95K point. That 6-8 deadline was suppose to end December 31st, 2022. On January 1st when i still did not get the point, I called them again and they said that they have system issue and my issue has been raised with the team and I should get my point in next 3-5 business day. On january 10th I called and again they said the same things that we are working on the issue. i did not receive any call from anyone. On january 16th when I called them again, they mentioned that points will take another 6-8 weeks because of system issue. According to them It can take upto 6-8 weeks from the day the promotion cycle end however on their website under terms and conditions its clearly written that point may take 6-8 weeks from the day you reached the required spending limit. I reached the required spending limit on November 2nd so I should get my point from 6-8 weeks from that time not after the promotion cycle. The ticket number for my complain with American express is ******** and the supervisor I talked to is Cherry -Ext *******. I ** ********* *** ********** ** ***** *** ********* **** ** ******** ******* ******* *** ******* *****
Business response
18/01/2023
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.
Customer response
18/01/2023

Complaint: ********

I am rejecting this response because: this response is not the solution to the problem . I am receiving this message from American Express from last 4 months and still did not get any solution . I have attained the threshold for the points in Early November and it’s been almost 3 months since I am waiting . The timeline to resolve the complain under consumer relationship team is 3-5 business days which they already passed it .I am not looking for the system driven message but a message where they can explain about the problem.

Sincerely,

****** ******
Business response
20/01/2023
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.
Customer response
24/01/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

****** ******
Customer response
26/01/2023
I keep getting the same response from American Express that the request is with complain resolution Team and they will get back to me . It’s been more than 4 months since I raised this request and so far I haven’t receive any clear response from them . Their Time line to resolve the request is 56 days and they have already passed that time time. I am looking for the solution of the problem and not the vague reply that the issue will be resolved in future
Business response
01/02/2023
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.
Customer response
01/02/2023

Complaint: ********

I am rejecting this response because: it’s the same response they are providing every time with no clear answer

Sincerely,

****** ******
Business response
08/02/2023
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.
Customer response
15/02/2023

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
08/01/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The credit card provider has blocked my account without an explanantion even though I have paid my balance in full by the due date. They have charged me the $700 annual fee and I have not been able to use any of the benefits associated to the annual fee. In addition, I have tried to call customer service over 10 times and no one has been able to help me. I am constantly put on hold for 1 hour to 2 hours and then they automatically hang up.
Business response
19/01/2023
Three attempts were made to reach the client. With a voicemail left at each attempt. We have received no response back from the client. No supporting information as requested on January 5th, when we last spoke to the client.

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