American ExpressReviews 298

I have been a large customer of Amex for 33 years. They used to be such a great company. If you are new to fancy cards with great benefits, DON"T EVEN CONSIDER AMEX.
Why?
Amex used to have customer service. Today my hold time--all told--was 3 hours. I was passed from the dashboard to a "chat" room. After 3 different Reps--over an hour and a half--they said..."Oh, ma'am, we are so sorry. You need to call in. We can't send replacement cards from the "chat" room. When asked why they waited 1.5 hrs to tell me that, they couldn't answer. Their English was poor--some foreign chat room. So, I called. After 2 more Reps. They said they can't get Replacement cards out anymore, except to your home address. But I am traveling for 6 weeks!
They used to be able to overnight to your hotel if necessary. Now the chat room can't do it at all. The call center--even a supervisor--can't get you one if you aren't at home! And they no longer provide travel services as a benefit. They charge double what a travel agent charges and the airlines won't recognize them. So, if there's a problem, you are on your own.
And no more concierge services for free like the old days. Platinum member--too bad! Pay your big fees yearly and then pay us again for EVERY "service". And don't lose your card or dispute a charge. You can't get one replaced until you get home and they say turn around time is about 10-14 working days, i. E. 3 weeks!
UUGGHH. AMEX is RUINED. I'm checking out Chase. I think they are trying to "take out" Amex's Platinum business. I wonder what they have to offer? I am a big customer. 33 years, about $500K/year++ in charges... So, if this is how they treat me, then it's gotten really bad.

I have multiple complaints with American Express Platinum card services. Considering I paid $695.00 for an account, I am expecting superior services. This has not been my experience for the following issues. I mailed a payment by check for a balance over $27,000.00. I mailed it a week ahead of time. On the due date the check had not posted so to be sure the account was paid on time, I made an electronic transfer from my bank to pay the account. They posted the check the next day. I called to get the $27,000.00 + refunded back to me. I was told they had to wait until the check cleared. It took 5 days for them to be willing to issue a refund. I asked that the funds be electronically transferred back into my bank account. I was told because the amount was over $9,000.00 so they had to issue a check and mail it to me and to expect it to take 7-10 business days. At the same time they froze my account and said I was required to go through a financial review. They said all accounts had to do this and it was unrelated to anything else. They wanted me to verify my income, and I had to send them the two most recent bank statements from my bank. I complied and now after a week my account is usable. I am 70 years old and have had numerous credit cards over the years. Never have I had so much aggravation from a credit card company.

https://youtu.be/kSR9l66brlk
I'm Sandra Brazelton, a 30-year CEO, real estate broker, and business consultant. After 17 years of trusting American Express, I experienced a shocking ordeal that caused emotional and financial harm. Here's what you need to know:
1 Deceptive Billing Practices: I was billed during an active dispute, despite clear policies stating otherwise.
2 Ignored Online Disputes: Submissions were closed instantly without review.
3 Blocked Access: I was denied access to the dispute portal, leaving me powerless to present evidence.
4 Communication Barriers: Endless transfers, disconnections, and unhelpful representatives wasted hours of my time.

I'm deeply disappointed with American Express. Their rewards program has been nothing but a letdown. They over-promise and under-deliver, advertising amazing benefits but failing to follow through. After being charged a hefty annual fee, I expected to enjoy the rewards they promote, but I've seen little to no value for the money spent.

Customer service was unhelpful when I reached out to resolve these issues, leaving me feeling unheard and frustrated. I regret choosing this card, and I'd strongly advise others to look elsewhere if they want a company that stands behind its promises.

As a Gold Amex customer, I applied for the American Express Platinum card, and it was approved quickly. However, two months have passed, and I still haven't received the card. The most frustrating part is that I'm being charged the monthly fees without being able to enjoy the benefits that I'm supposedly paying for. It is unacceptable that a card promoted as an upgrade in status comes with such poor service. Every time I call to inquire about the status of my card, the treatment is deplorable, and I don't get clear answers. Given this situation, I am in the process of filing a formal complaint, as I find it unacceptable to be charged a fee without having access to either the card or the promised benefits. This experience has been a complete disappointment.

Messed up customer service the suspended my card and told me to submit the document and i have submitted it but it's been a month they haven't did anything about it whenever i call them they are like it will take 2 to 3 days and i'm tired now of this please i recommend don't get american express there are better cards and best customer service available

Lost my card over 18 months ago. Which means I have zero access to statements, because they're only available online. And I have zero access to my online account, to even see what is due, or when, because you have to have your card and card number for that. I've called and emailed repeatedly asking them to cancel that card, to send me a new one, to provide me with statements, etc. All that they do is verify my contact information, my income, and then ask for my bank account information so they can set up automatic payments. I have explicitly started phone calls by telling them I am ONLY calling to cancel the card that was lost 18 months ago to ensure there are no fraudulent charges and to regain access to my online account and statements so that I can ensure they are probably applying payments, and they have failed to do either for me in over 18 months. Have even filed complaints with BBB, AG, etc. Their response is always "we've reached out to the complainant directly to resolve the matter," then send me a printed letter that says "call us on our general toll-free customer service number..." the same one that has repeatedly done nothing but beg for my bank information and ignore my actual reason for calling.

This company is a scam that cares ONLY about keeping the bills coming to you and getting your bank account information. There are a million other credit cards out there, and literally every single one is more legit than American Express.

This company used to be one of the best.But now, statements never come, online or otherwise, how much to pay? Balanced incorrect, called dozen times, reps barely speak English, don't abide by FCRA, TILA, FDCPA, regs? Not helpful at all, advised would now send paper statements never received, misreporting to credit bureaus, total rate time and mess they create. Opening several cases with them. Also see on line they are in lawsuits for same issues with others. This industry has to be regulated once again, they are out of control and no one is watching! Predatory rates, practices, no right to cure? Hopefully this will end soon! Anyone else having this issue please review and add to this!

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I had a concern that I elevated to Amex corporate and they immediately addressed my concern and fixed it. This was an example of GREAT customer service and is why I stand behind Amex.

When I sign in they said when you free joins priority pass, you'll be allowed to get to most lounges all over the world and in Australia you go to all lounges. I went overseas and in Australia they didn't let me in the good lounge … and Overseas only have access to one lounge maybe in every airport … over all it's overpriced membership. Not like what I thought it would be, it's as luxurious as they made to sound like

I recently spent nearly an hour on the phone with an American Express card customer service representative and later with the manager. The customer service was terrible and unhelpful and provided conflicting and false information compared to what is stated on the official American Express website. A few weeks ago, I opened a Blue Express Everyday Cash credit card due to the fantastic offer of 0% annual fee, 0% APR, and 0% balance transfers for the first 15 months. After making my first balance transfer, I was charged $150. When I called to inquire, thinking it was a mistake on American Express's part, I was informed that this was a separate fee I had to pay, contradicting the offer still displayed on their official website. Even after reviewing the contract and reading the fine print, the information was not accurately specified. This is a case of fraud, false advertising, and an embarrassment for the American Express card company. I am extremely disappointed and strongly urge you to avoid opening their card as they are deceiving people, lying, and inventing charges.

Referral links: you click on it and navigate to a dedicated landing page. It's not the card you want, so where do you go to not break the link? Top left button or buttons in the footer of the landing page? Both take you to the same place to see other card options but my hunch is the links available in the footer don't retain the referral link and break it - so why is this route possible on a landing page that offers the same thing at the top? Two ways of achieving the same thing shouldn't exist - you break the link without knowing it.

Complaints "the marketing team would know if there was an issue. The link wasn't used (ie your fault) and I can't test it myself to confirm your theory. Complaint closed and not honouring points."

Wonderful - I'm closing my account after 13 years of loyalty as a result of such poor handling and asserting I'm not capable of clicking a link.

So disappointed in American Express! I have had my card for over 15 years and have never missed a payment. All of a sudden, last year they almost doubled my interest rate and made it impossible to pay it down. Then, a couple of months ago, I started receiving threatening emails saying that if I did not pay a huge amount, which was four or five times the normal monthly payment, they would decrease my credit limit, which would make me exceed my limit and would damage my credit. I called today to see if they might be willing to reduce a little of the interest if I paid it in full. I was willing to pay almost the entire balance minus a few hundred, which was the amount of the interest difference over the past 12 months. I was quickly told I could pay the entire amount, period. There was no offering to settle for a little less, no offer to decrease the interest rate a bit, nothing. I told them I was planning to pay it off today if they would take a little less and keep it open for future use, but I was thinking that might not happen now, and she said ok. Wow! I will definitely relay this to all of my many business associates and friends so they do not end up in the same boat as me. We owned a construction company for 50 years and had Gold Cards. I guess being a loyal customer means nothing. There are plenty of other cards to use. I will find one of them. I hope no one else has this experience.

I have been an AMEX customer since 2010. From Zync up to now Platinum. These cards can be financial tools. But be aware, AMEX may take away your financial tools and freedom whenever they see fit. This has been my experience:

In 2021, in my 2nd year of law school, AMEX rewarded me by lowering my preset spending limit.
In 2023, after graduating law school, AMEX congratulated me by further lowering my preset spending limit.
In 2024, after finally securing my dream job, AMEX again further lowered my preset spending limit (amidst heavy law school debts).

If you have the American Dream of pulling yourself up by your bootstraps, I commend you. Persever in your passions. You will likely need help accomplishing your dreams. And if nearly 15 years of being an AMEX customer has taught me anything, it has been not to rely on AMEX to help accomplish my American dream.

American Express doesn't deliver what they promise. I signed up for a card based on a promotion and they refused to deliver their promised welcome package. I even created a case number, which they ignored for months. Customer service is poor and I cancelled the card.

Very disappointed with the lack of customer service. Today I was placed on hold for nearly 10 minutes and then transferred three times. I received a notice of a new $150 membership charge—I will not be renewing as there are other more attractive card offers with more customer-friendly fees, rates, and service.

American express hustle their customers with fees which I was not responsible for when a unauthorized charge was done on my account American express did not want to wave the fee. Greedy company.