Business Profile

Credit Cards and Plans

American Express Credit Card

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Initial Complaint
12/12/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was contacted by amex and convinced to change my card to a corporate card. I have been paying my payments on my corp card ever since. I was supposed to get bonus points that took months to add in what was an already frustrating process as I had to fill out paperwork 5 times to get the card issued. Then follow up for months on the free points. Now I am sent to collections on the old card that should have been paid and closed as my last statement I got via email shows -0.04 balance. The collections agency has to request the statements from amex and no one at amex can tell me what this balance is for nor did I get any calls or letter mail. Frustrated is not even the right word. The rep that handled this change over did a terrible job and because of this my credit rating has now been affected and I was forced to pay the balance to avoid it going any longer without even knowing what its for. I want my credit bureau fixed and updated as this is clearly a mistake on AMEX behalf and not mine, I have not missed payments.
Business response
28/12/2022
We understand that your issue has since been resolved. As such we will consider the matter closed.
Customer response
28/12/2022

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
17/11/2022
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.
I have been an American Express Platinum card member for about 14 years with an impeccable credit history. On April the 12th I mailed in a letter with a new email and a new phone number. Yesterday they cancelled my card and I have spent the last 45 minutes with a CSR agent that was totally clueless. She indicated that they have been calling and calling ( a # that is no longer in service which makes no sense that they would call that on multiple occasions) and sending emails to an email that doesn't exist. She offered me 1/2 of my annual fee back and I said that that was not acceptable. I demanded a supervisor who (ACCIDENTALLY) disconnected me and did not call back. My card should be reinstated or the annual fee returned and I am asking for your help
Business response
28/11/2022
The cm called in and a supervisor already spoke to him and the issue was resolved
Customer response
30/11/2022

Complaint: ********

I am rejecting this response because:
I'm confused. There was no resolution whatsoever. After investing 45 minutes of my time and speaking to a supervisor, we were disconnected and the supervisor never called me back. On April 12, 2022, I provided Amex with new contact information (phone ###-###-#### & email ***********@*******.com or *********@*******.com) indicating that I was moving from a company phone and email to a personal phone and email. More recently, they stated that they had attempted to reach me multiple times at the OLD number (###-###-####) and email (t.******@*******.com). Obviously the company emails bounced back because I was no longer there, and the phone number was no longer mine, yet they continued to attempt to contact me through old contact information. When they couldn't reach me, they cancelled my account. This obviously could affect negatively on my otherwise perfect credit. When i attempted to resolve these issues with them, they refused to reinstate my card after many years of use and even refused to refund my annual fee, which is completely unacceptable.

Sincerely,

***** ******
Business response
20/12/2022
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
22/12/2022

Complaint: ********

I am rejecting this response because: their only communication is that they are “working” on it, no direct communication or resolution and it’s been 6 weeks which seems unreasonable, request is simple, reinstate card or refund annual fee and return forfeited points. I still want someone to pick up the phone after a supervisor disconnected me.

Sincerely,

***** ******
Business response
29/12/2022
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
04/01/2023

Complaint: ********

I am rejecting this response because: American Express responded verbally to my satisfaction yet I do not see that response in the BBB documentation. In other words we have reached an agreement but I have seen nothing in writing to confirm that.

Sincerely,

***** ******
Business response
05/01/2023
Please be advised that this complaint has been handled by the Complaint Resolution Team and the cardmember will be provided with a written response. If they are still unsatisfied there are instructions in the letter for further escalation.
Initial Complaint
04/11/2022
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 purchased *******: *** ******** ********* ****** *** ************ ***** with a total of $299 USD ($392.10CAD) on the ********* website using an American Express credit card on 2 May 2022. And the shipment was supposed to be in May 2022 till July 2022 there was no communication from the merchant and they ignored my comments on the inquiry of the status/ on requesting a refund and declined any of my posts on their ** group page. I've attempted all ways to request a refund but no luck and my item are not being shipped by the merchant. In the latest shipping manifestation with the merchant a week ago, my order number is not listed there at all. And last but not least, even last week when I checked my status, the merchant continue to ignore my comment on the inquiry/ cancellation request. ********* refuses to help in any situation and this is beyond frustrating. And American Express keeps on declining my dispute request and close my dispute without communication. I've provided all documents, and they did not ask for further information before they close it. Leaving me helpless in the situation. I've called Amex more than 6 times to communicate regarding the dispute and provide information and the exact situation and they still refused to help me get my money back. I want a refund of this amount since I'm not being provided with the item at all and American Express credit card services should have the responsibility to protect the customers from any providers like this.
Business response
10/11/2022
We had attempted on multiple occasions to try and reconnect with the ** to gain further clarity as to the feedback provided in their complaint. However, we have not been able to get in touch with them since. As per the conclusion of the investigation, previously initiated regarding the aforementioned transaction illustrated by the **** complaint, the results remain unchanged and the concluded.
Customer response
15/11/2022

Complaint: ********

I am rejecting this response because: I have never been reached out by the bussiness before filing complain with BBB. I have initiated the contacts and provided documents and proofs that I have not received the items on many occasions and I have not been provided with any formal feedbacks or resolutions. I demand action of refund for this purchase.

Sincerely,

******* **
Business response
29/11/2022
I have tried reaching ** a few times, i have left a detailed voice message for the ** to contact the se to see if they will still receive the item back, that is what the se advised over a year ago, just to send the item back for refund
issue resolved
Initial Complaint
13/10/2022
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 October 7th, an **** customer service rep accidentally cancelled my aeroplan reserve card without me specifically giving my permission to cancel or telling them I want to cancel. They read the disclaimer and after that I specifically told them not to cancel but they still cancelled it accidentally. I also have already paid for the second year annual fee of $599 already which I also need a refund on. Now that the card is cancelled in error, I have checked and I have lost my worldwide companion pass that I have acquired in my aeroplan account after meeting the requirement of spending more than $25000. I called aeroplan and they told me **** is the one that issues the passes and they can easily reinstate it. After calling back each day, I was told I would receive a callback very soon either within a few hours or the next day. However, that never happened and they just kept stalIing. Today October 12, I received a call thinking it was from a supervisor of some sort. However, it was the original customer service representative. I have been waiting to hear back from a supervisor for a few days already. The same representative told me that they cannot reinstate the companion pass or the credit card for some reason which I know to be false and untrue because there have been many experiences online with **** of other people getting their card cancelled in error and having them reinstated with no problem. The rep told me they would give me a measly 30$ credit as compensation, which is completely unacceptable and should be illegal what they have done or doing. **** *** **** * ***** *********** ********** ** I cannot use the card and I also have lost the pass that I have spent over $25000 on to acquire specifically. *** ******** ******* ** **** *** **** ********* ************** *** *** *********** ******** *** *** ****** ** ** *** ****** ********. I would need to get my worldwide companion pass reinstated somehow with whatever necessary means as soon as possible.
Business response
08/11/2022
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
27/09/2022
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.
I have now had to contact Amex three different times with regards to thousands of dollars worth of missing membership rewards points. In January 2022, I cancelled a Cobalt card, and the agent assured me the points would first be transferred to my Gold card. Several months later these had not been transferred so I called again, and was again assured they would be transferred immediately, along with a 100k bonus for the inconvenience. I just realize these still have not been applied and called a third time. The agent told me they were transferred, and then when I asked where to see that, he put me on hold for 10 minutes and came back and said they actually weren't. *** ***** *** **** ****** **** **** *** ** *********** ******** **** ** **** **** ** ** ***. I expect the points transferred, the 100k bonus, and a detailed summary sent to me of all actions taken.
Business response
20/10/2022
Please note that the complaint was resolved on October 5 and the customer has been sent a letter outlining the outcome.
Customer response
21/10/2022

Complaint: ********

I am rejecting this response because: There has not been a resolution. IN fact, I have dealt with this for over 6 months with no resolution or removal of fraudulent charges.

Sincerely,

***** ****
Business response
09/11/2022
Please be advised that this complaint has been handled by the Complaint Resolution Team 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
15/11/2022

Complaint: ********

I am rejecting this response because: We have received no response. This seems like a great way for AMex not to have to address issues with the BBB. Please post reply here.

Sincerely,

***** ****
Business response
18/11/2022
“Please be advised that this complaint has been handled by the Complaint Resolution Team 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
26/11/2022

Complaint: ********

I am rejecting this response because: Nothing has been received and nothing resolved. Typical experience with Amex.

Sincerely,

***** ****
Business response
01/12/2022
our position has not changed, “Please be advised that this complaint has been handled by the Complaint Resolution Team and the cardmember has been provided with a written response. If they are still unsatisfied there are instructions in the letter for further escalation.”
Initial Complaint
21/09/2022
Complaint Type:
Order Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
American Express Credit Card advertised a promotion at the end of last year that they will provide new customers with ******** points + companion-pass if membership is activated on ******** associated American Express Card with a fee in that time frame; I was agree paying the card fee and applied for this card during promotion time frame; My membership has been accepted around December 2, 2021 and received the card. Even though ******** points transferred from amex to my ******** account without any problem until now, I did not received any companion-pass until now; my complain did not handled properly so I opened ticket ********** through customer service around mid August 2022, but no process received at all; Once my complains about ignorance on ticket ********** the customer support manager started to handle the complain, and opened a level-2 ticket ********* around September 14th. He promised I'll be called by case manager in 5 days; No information received I've called them today and no progress at all. What I hear always; that customer support sends email to department relative to ******** transactions but no reply from them. This issue is standing 293 days by today and received zero progress. Since this ******** related AMEX card is fee-based and activated during the promotion time frame I clearly demand the companion-pass as it promised.
Business response
23/09/2022
This complaint is currently being investigated by our complaints resolution team. We have not come to a conclusion so our research continues.
Customer response
24/09/2022

Complaint: ********

I am rejecting this response because: shall I wait until everyone in Amex review the case, and how long it could take to look notes already taken by customer support until now. The question is when companion ticket will be shown in my account. I don’t see any commitment in this andwer, honestly I’m not interested with root cause or any technical issue, what I just need how/when they will provide this ticket so I can use it without any more delay.

Sincerely,

****** **********
Business response
29/09/2022
One of our representatives was successful in connecting with the cardmember on 09/29/22 and she outlined the steps that have been taken as a part of our review. We continue to review with our partners to find a solution however we have not reached the desired outcome. We will continue to do our best and keep the customer updated of our progress.
Customer response
04/10/2022

Complaint: ********

I am rejecting this response because: Not able to get any commitment or deadline to solve the issue. Expecting to wait forever is not a solution, rather they have to decide how to compensate it if the issue is not able to solved in certain time period.

Sincerely,

****** **********
Initial Complaint
08/09/2022
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 applied and received a credit card in April 2022. I didn't use the card until July 11, 2022. During this time I tried to create an account online but there website was very confusing and since I had not used the card I did not concern myself with setting up an online account. A couple of weeks after I used the card I went in and with the help of another Amex user and support I was able to set up my account. I noticed when I signed in that it said my account was suspended due to not paying. I paid the balance owing and didn't think anything further. The account I choose has a monthly charge of $12.99 and there was one for May & June. This is why the account went into showing I was behind in payments. Since July I have not used the credit card but do have a charge for each month showing the $12.99. Going in to pay my bills I checked my credit report and it showed that my credit had dropped from 835 to 639 the same month that Amex reported it being behind. I called Amex and they denied that the drop would have anything to do with them and to contact Transunion to fix any issues, of which I have done and am still waiting for a response. The supervisor from Amex was at times very rude and unhelpful and making accusations that I had done something and I needed to fix it. After years and years of having my credit number in the mid 800's why would it suddenly be something I have done. I asked her if there was anything they can do since it was a monthly charge on a brand new account and she said it was the law to report any amount no matter how small as late payments and they were completely in the right to do so. For $12.99 you are messing up my credit on something I was unaware of and with absolutely no help in them trying to do something to fix it.
Business response
14/09/2022
Contact was made with our client on 09/13/2022 and a positive resolution was offered. Our client was pleased with the outcome and will continue the relationship with Amex. case closed.
Initial Complaint
30/08/2022
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.
Hi I asked American express to close my account in May . But they did not and asked me to pay $40. Then I have been called many time to requested closed my account and then again me to pay $40 . they''ve been refusing me to close account . And they each months charge me $ 40+interest till today.so I want to complaint the American express!! Thank you so much!!
Business response
31/08/2022
i have spoken to the client, issue resolved on our side
Initial Complaint
29/08/2022
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I was falsely charged by a vendor on my AMEX card. I opened the dispute with AMEX. The vendor replied back stating it comprised of two charges. 1 was for parking but we never drove and they could not produce a license plate or any other evidence. The other was claiming we ate on premise but provided a receipt with someone else signature and no room number for that to have been billed to. AMEX sided with the merchant which is basically encouraging vendors to commit fraud if they use AMEX.
Business response
30/08/2022
Cardmember was already credited $80.86 on August 26, 2022.
Customer response
30/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
After applying the credit they reversed it. This reply is disingenuous. ****** *** ********.
*** **************** *****
Initial Complaint
15/08/2022
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.
We stopped at the American Express ****** **** ***** - ********* Lounge, the experience was not good. We are a party of 4, 2 adults and 2 kids. My AMEX Platinum card allows me to bring two guests. So I paid $50 for the 4th person. After get into the lounge, we literally can not find a spot to sit! The lady who charged us understood this situation and she didn't even say a word! All she wants to do is just take our money!
Business response
26/08/2022
i have spoken to the customer and issue is resolved

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