Complaints

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I opened an Amex ******** ****** Business card in Mar 2022 and completed the sign up bonus eligibility of $3000 on Mar 21, 2022. The sign up bonus advertised is supposed to be: 70,000 ****** points for myself; 15,000 points for my spouse as the Referrer; and $100 Statement Credit. On April 12, 2022, Amex credited only 55,000 bonus points. I called on Apr 12 @ 4pm MST spoke with *****, raised a query CL01Z6T (24 - 48 hours, she said a Manager will call back). On Apr 13 @ 1:52pm MST - ***** called back and advise it was an incorrect source code on Amex side and should be corrected within 1-2 weeks. I didn't hear back from AMEX after that so on Apr 25 @3:15pm MST, I called to follow up - ***** confirmed the incorrect source code is still being corrected by Marketing and it could take Up to 8 weeks! Again, I did not hear back from AMEX. And I had to call back again on Jul 2 @ 10:15am MST - Called ***** to follow up again. ***** called back on July 5 at 5:30pm MST and advised that AMEX and ****** are still in discussions on the multiple accounts that got affected. No ETA on resolution. It's been over 120 days now and I have still not heard back from AMEX. This is very frustrating to waste so much time in dealing with this same unresolved issue. Please provide a resolution as soon as possible. Please credit back the owed 15,000 points to my ****** account (** ** *********) and 15,000 owed to my spouse's ****** account for the referral ****** **** *********) in addition to the financial compensation amount below for the delays.

  Business response

  02/09/2022

  We have investigated your concern and our records indicate that an incorrect Welcome Offer was applied to your account. We can confirm that the Bonus Credit ($100.00) and the additional 15,000 ******** ****** points were added to your account on July 7, 2022. As such, we will consider the matter closed.
  

  Customer response

  05/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As per the details in the case, ******** Canada has not credited the 15,000 points to my husband for referring my business credit card. As such this matter is still pending and unresolved.

  Business response

  06/09/2022

  Please note that we are unable to discuss accounts other than those belonging to the complainant. Please have the other customer contact customer service to raise their concern.

  Customer response

  07/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business has not yet contacted me or offered any compensation for holding up my points and credits so long.

  Business response

  29/09/2022

  Our records indicate that this concern was addressed and finalized as per our procedures during the first week of Sept 2022.

  Customer response

  06/10/2022

  
  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

  16/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an American Express Platinum credit card holder. With my credit card comes all sorts of insurances, including travelers medical insurance. ************ is the insurance provider for the credit card. When I was traveling this past October of 2021 I had a medical scare, and ended up in the hospital. I called and followed the instructions of the ************ representative and submitted all the necessary documents on time and properly. Since then (It is now June 2, 2022) I have received dozens of bills from the hospital, and spent hours on the phone waiting on hold with ************, but they still do not have an update for me. The bills are now in collections, and I have not heard anything back from ************. I would like to be reached out to by ************ to update me with the status of this claim, apologize for their tardiness and lack of communication, and ultimately pay the hospital as they should, completing this claim once and for all.

  Business response

  17/08/2022

  Business Response /* (1000, 5, 2022/06/23) */ the issues has been resolved Consumer Response /* (2000, 7, 2022/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The bill has been paid

• Initial Complaint

  31/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for a different Amex credit card online and was approved. I never received the card and contacted Amex to make sure they had correct address; still no card came; then recently Amex arbitrarily canceled the other 2 cards I had for a number of years stating there was an overdue amount owing for the annual membership for the new card; the new card had never been activated obviously due to me not ever receiving it; Amex refuses to acknowledge their mistake and reinstate the cards; I am at risk of losing over 650,000 points as well; they have acknowledged that the 2 card accounts are paid in full. I have contacted Amex Canada directly to escalate this but I'm not very optimistic this will be resolved satisfactorily.

  Business response

  04/08/2022

  Business Response /* (1000, 13, 2022/07/04) */ issue was resolved with the cm no further action required Consumer Response /* (3000, 15, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no satisfactory resolution; in fact, an AMEX representative contacted me today stating the points from the cards had not been transferred or reimbursed; they keep saying the "system" does not allow them to make changes; AMEX acknowledged several weeks ago that the mistake was on their end; there are transcripts available for all calls made to AMEX. Between the Business Platinum and the Gold card, over 700,000 points must be reinstated or reimbursed; additionally, I requested the annual membership fees on the canceled cards are refunded. Business Response /* (4000, 17, 2022/07/21) */ SPOKE WITH MR. ******. APOLOGIZED AND ACKNOWLEDGED MR. ******'S CONCERN FOR THE ACCOUNT CANCELLATION. STEPS WERE MADE TO RESTORE THE ACCOUNT AND MR. ******'S RELATIONSHIP WITH AMEX. THE CLIENT HAS BEEN MADE WHOLE. CASE CLOSED.

• Initial Complaint

  24/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 13,2021. I tried to use my American Express card for a deposit of $1000 to purchase a car from *** ******. The transaction did not go through because *** ****** terminal doesn't accept Amex card. No purchase was made. The transaction appears on my bill. *** ****** said they don't have the funds . American Express opened a case and haven't received my money since. Please help me to retrieve my $1000 Thanks

  Business response

  21/07/2022

  Business Response /* (1000, 5, 2022/05/26) */ we have spoken to the cm provided details of what he needs to do, issue has been resolved by us, no further action required

• Initial Complaint

  20/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a flight ticket for my wife about three months ago through American Express Travel Online. We went to the Winnipeg International Airport last Saturday May 14, 2022. We went to ********* ticket counter to get check in. The lady at the ********* counter rejected my wife's boarding because their system wouldn't allow us to get on the flight. The issue was at the last ticket from Japan to ********. According to the ticket, my wife had to stay at Japan airport for 18 hours, because her connecting flight would be the next day. The ********* Lady told us that you are not allowed to stay at Japan airport over night, so the system wouldn't allow my wife to check in, so we asked her for solutions. She told us to called our travel Agency which was the American Express, so we called theAmerican Express and the lady at American Express told us that she couldn't help us. There was nothing she can do. I asked her if there is anybody I can talk to about this issue and she told me there is nobody can help us. So we went back to the *********, they offered us another solution. They said that we can buy another flight ticket, so they can put the new flight ticket in their system. So I went to American Express Travel Online to buy a ticket. I use their system to search a flight ticket and it only came up one ticket and it was a perfect ticket. It's the ******** Airlines. In their system, the ******** Airlines was departure at 10:30pm, which is good for my wife's ticket because the arrival time for her at Japan was 4:30 pm. So we went back to ********* with ticket information but when she entered the ticket information into their system. The system rejected this ticket too. When she looked into the ticket details, she found out that the departure time for this ticket was 10:30 am in the morning. So I was desperated that I went online and bought another ticket from ********* Airlines and that ticket failed too because we couldn't get ticket number from them.

  Business response

  17/08/2022

  Business Response /* (1000, 5, 2022/05/27) */ American Express Travel Services contacted ***** Airline on behalf of the customer. We worked with ***** airline to have the ticket refunded. To our knowledge, this transaction has been completed. We have spoken to the American Express Card holder, and have explained the process and the complaint has been resolved. Consumer Response /* (3000, 7, 2022/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I got all their refunds from American Express but nobody explained why and what happened? Nobody from the management even care to apologize for anything. My trip was delayed and I was rejected for boarding. My wife was stuck at airport and we asked for hep from American Express Travel and the lady on the phone told us that she couldn't help us with anything and I asked her if there is someone that we could talk to . She just repeated nobody could help us. We had to try to fix their mistakes and we had to bought two tickets at airport to fix problem at airport which were about $3000 cad but we still couldn't fix the problem. I had to get another ticket for about $1300 three days later. I have to called them several time and file complaints with BBB to get them to do all these. Meanwhile nobody from managerment called to apologize or explaining what happened. Currently I'm fighting with another travel agency to get my refund back, as the total up to date I spent about $2000 over a problematic $900 ticket, plus few days delayed and a lots of time fight with two airlines and two travel agencies to fix this problem. Nobody in the management even called to apologize or explaining what happened. All these problem could have be solved a few days before the trips. I told the one of their manager about this problem and I told him about what ***** airline told me and he told me that there were nothing wrong with the ticket and it was issued by ***** airlines so it must be good and since the ticket was good then they can't do anything about it. I don't know if this is fair to me. I paid the ticket two months in advance and the ticket and they issued my wife another problematic ticket a few weeks before the trip which I told them there was some problem with it. I bought another problematic ticket from their online system to fix the problem. ***************. I don't know what's fair but can you guys (BBB) and anybody tell me if all these are fair to me. I paid the annual fee for their credit card because I believe their service and system. I don't know if all these are fair.

• Initial Complaint

  26/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took card with special bonus aeroplan to discover that after 4 months they give a PORTION of what was advertised. I made few thousand purchase but still they kept saying u will see it next month statement. Ended cancelling the card 4 months after. They refused to waive annual fee or even pro rate for 4 months. Not as promised. Shame. Will never take the card again. Now they are taking it to collection. Can u believe?.

  Business response

  17/08/2022

  Business Response /* (1000, 15, 2022/06/16) */ Contact was made with the account holder and spouse. The concerns around the previous interactions for the welcome bonus and fees were addressed. Client confirmed initial bonus was received in their account and I also explained why the additional bonus were not received, due to account status. Exceptions were made to remedy concerns as a goodwill gesture. Based on interaction client inquired about re-establishing business with AMEX, options were given to proceed with application as requested. case closed.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 19, 2021, we booked our flights for December 25 with a return on December 27 on ****** Airlines through ********, which is a ************* subsidiary. My order number is ****** and the booking number is ******. We paid $303.73 for our tickets. Unfortunately 2/3 weeks before our departure, the COVID situation deteriorated and we decided to cancel our trip. According to ******'s terms and conditions, they were offering no fees and free cancellation and refunds due to COVID. ********'s own website indicated that they would follow the terms and conditions of the airline. I called in to speak to an agent in early December and was denied a trip credit and a refund. I called in again one day before the flight was scheduled to depart and another agent advised us that had we called in earlier, they could have helped us. However, we did in early December and was denied. The customer service representative was able to review the notes on the file and acknowledged that she gave us the wrong advice but there was nothing he could do because we were now too late. On top of this, our return flight was cancelled by ******, so we should have received a refund for the return portion of our flights but ************* is witholding the refund from ****** and refusing to refund our money for the return leg. I disputed the charge with Amex. They said that ************* was not cooperating with them, so they ruled in the their favour, unless I could provide evidence of the merchant's terms and the airline's terms. So I submitted the screenshots to Amex and was told that because ************* was not cooperating with Amex in its investigation, it was on me to contact the merchant directly and negotiate a refund from them. I don't understand this. Amex charges a $699 annual fee for my credit card, but if a merchant does not cooperate with their investigation, the customer gets stuck with the bill? Terrible customer service. Why should I renew this card on my anniversary date?

  Business response

  18/08/2022

  Business Response /* (1000, 7, 2022/05/18) */ we have discussed this further with the customer and issue has been resolved

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a customer for less than a year. I was told that I would be refunded my annual fee of $699 and never heard back. I keep calling customer service who just tells me that someone will call me back. This has been going on for months. I was told that as a good will gesture I would be reimbursed the membership fee as I have had issues with their service, and was not taken out of repayment assistance when my account was closed. I would like a cheque to be sent for the amount of the membership just as I was promised.

  Business response

  19/08/2022

  Business Response /* (1000, 7, 2022/05/12) */ we have reached out to the cm and the issue has been resolved Consumer Response /* (2000, 9, 2022/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business has corrected the error and I received a very kind and positive response from an AMEX supervisor Pat.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an american express platinum credit card. The company has charged me for services but after close to 2 months has not sent me a card and refuses to address the issue or defer payment. I have no idea what is going wrong, but they are not sending me a card, and every time I try to resolve the issue they transfer me to a new department that refuses to accept responsibility or address the issue. How can a credit card company charge 700$ for a card and never send it? *******************************************************************************

  Business response

  18/08/2022

  Business Response /* (1000, 7, 2022/05/12) */ i have reached out the customer and the issue has been resolved

• Initial Complaint

  22/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I applied for the incorrect card. On December 12 I called to cancel the card and pay the balance but requested the 700 member fee dropped. They agreed. They did not cancel my card. After over 20'phone calls to them. Customer service agreeeing with me and saying something was wrong. My credit has been damaged profusely. I was told 4 times someone would be calling me back. No one ever did. I lady went too far as to say she was keeping it on her desk as she was off Friday and would go to her boos Monday. Never happened. I've called 5 more times in the past two weeks. Two ppl spoke to me. They the. Said they couldn't as it went to total Fred it recovery. I did. Irving wrong and just wanted my credit rectified as I was told it would happen. I never received anything from them up until two weeks ago and it was a bill. Writhing a week. Sent to collections there's also been several returns that have taken forever on the account. *********************** Pls help

  Business response

  21/07/2022

  Business Response /* (1000, 5, 2022/04/14) */ Based on review of the account, the client called 11/04/2021 regarding the spend ability for personal usage of the card, during the spend ability review, the cm acknowledged she applied for the wrong product and inquired if the product can be switched, the agent advised no based on our application guidelines and gave option to re-apply, cm opt to apply online. The agent further inquired from the client if she wanted the card cancelled and the response at that time was no, as the client needed to determine the cost of personal expense first. The client called back 12/05/2021 to cancel the card, the client discussed the reason why, the agent offered to look into concern further, the client agreed, after a period of time our account service team was in contact with our client as part of our due diligence regarding the status of the account, the client advised based on features of the card and non-adjustment of the fees she will not pay her balance, after explaining the impacts the cm made a promise to pay which was not honored after a period of time the fees were credited, however they've been no payment to rectify the account balance, though they were communications. Attempts has been made to reach the cm with message left, they have been no response from the client. Consumer Response /* (3000, 7, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I vehemently do not accept this response. All conversations are recorded. Therefore, they are able to go through and hear the admission of fault after my card not being cancelled. Therefore credit damaged as I awaited a call back from a supervisor that never came. One woman went so far as to say it would stay on her desk and she would take care of first thing on Monday. Never happened. I have zero problem paying the balance when my credit is corrected. I have now called Amex over 20 times. They tell you to call customer service and speak with a supervisor. They will not let you speak with a supervisor as my account was transferred to collections. One woman went on and on and on and on about how to correct it thru the third party to the point of condescension. I called them. Therefore, not hiding. Over and over. One woman finally called and gave a name a little over a week ago. *******************. I am happy to try her and see what negative response I am giving and zero culpability taken. Like I said. If it is all recorded. Count my calls in. Listen to the recordings. **********************************************************

*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. ↩