Get a Fair Shake from American Express

How to Get Great American Express Customer Service

Never allow a company such as American Express to ignore your complaint. Here’s how to get great service from the credit card provider.

Like all large credit card companies, American Express has embraced the fast-changing landscape of technology-driven customer service. However, despite the good reputation of AmEx customer service, problems do arise. Read on about how to find the customer service department you need and how to handle disputes that might arise.

American Express offers more than just a credit card. The company provides a dedicated customer service team for small business support, corporate cardholders, travel booking, and a wide array of products and solutions for personal and business needs. The wide variety of products can sometimes make it difficult to connect with the customer service department you need. The following information helps you find the customer service you need instead of spending time bouncing between departments.

Find the best contact method for you

There are multiple different ways to contact customer service, depending on what American Express product you have:

  • For general inquiries or questions about applying for an American Express Card, you can call the customer service number at 1-800-528-4800. Agents are ready to assist with all general questions related to the services provided by AmEx.
  • If you are a card member, AmEx can be reached at 1-800-528-4800.
  • If you are already a card member, you can reach customer service via the website. Once logged in, you can use the online chat feature to interact directly with a customer support representative.
  • You can also visit the customer service center online to learn about various cards and program rewards.
  • You can call the corporate office at 1-212-640-2000
  • If you want to contact American Express Corporate offices by mail, you can do so at:
American Express Company, 200 Vesey Street, New York, NY, 10285-3106

What you should bring to the table to get the best customer service possible

Although American Express is rich in offering customer service features to individuals and small businesses, that doesn’t mean you are guaranteed an excellent customer service experience. There are numerous complaints of difficulty in dealing with various departments at AmEx, and reports of customer service representatives who read from scripts and offer very little help. If you find yourself in this situation, there are steps you can take:

  • Always have a notepad available when speaking to a customer care representative. Establish the name of the department you are speaking with and get the full name of the customer service agent
  • If you are initiating your request or concern via chat, make sure to email yourself a complete transcript of the chat
  • Make sure you are speaking with the right department to meet your needs or answer your questions
  • Make a note of any proposed solutions, and get dates when American Express promised to implement the solutions
  • If you feel that your concerns are not adequately addressed, ask to speak to a supervisor in the department.
  • Not all customer service agents are the same. If you feel frustrated, make sure you have the department and name and discontinue the conversation.  Let the person know you will be filing a complaint about your customer service experience.
  • File your dispute with a customer service supervisor or manager.
  • Follow up on your dispute with a written letter to the corporate address listed above.
  • Contact the department again, and make sure you reach a different representative. Although frustrating, this is sometimes all it takes to get the problem taken care of efficiently.
  • Remember: Customer service agents are people, too!

Your options when facing financial hardship

If you are experiencing financial hardships, American Express offers a unique program through its help center to provide you with temporary options. The program is designed to provide short-term relief by potentially lowering interest rates, reducing your minimum monthly payment, and/or providing temporary relief from late payment fees and penalties. The Help Center—Financial Hardship page provides details and the ability to start a live chat. You can also reach a customer care representative about the financial hardship program at 1-866-703-4169.

Still having trouble with AmEx?

Unfortunately, financial institutions don’t always do the right thing. If your attempts to get your AmEx issues taken care of end up nowhere, you may think you’re out of options. While you have limited legal options, consumers may be able to sue AmEx in small claims court or file a claim for arbitration.

At FairShake, we help you take on big corporations when customer service fails. It’s not unusual for large companies to leave customers with unfair charges, broken service, or unfulfilled promises. It doesn’t cost anything to file an arbitration claim, and you don’t even have to leave your house. If you’re ready to get your voice heard, start a claim now.

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