June 2016 Complaints Against American Express

Compiled from Public Data by FairShake

If you have an issue with American Express, you’re not alone.

The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.

In 2016, the CFPB received 2375 complaints against American Express. American Express ranked Number 15 among all financial companies for the most complaints.


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Complaint Details:

Date of Complaint: June 30, 2016

Company Official Name: AMERICAN EXPRESS COMPANY

State: AL

Product: Credit card

Issue: Billing disputes

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: June 30, 2016

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

Product: Credit card

Issue: Rewards

Full Complaint:
I earned reward points on my XXXX XXXX XXXX Card. Those points became available on my account on XXXX XXXX. I applied for an XXXX XXXX XXXX card in XX/XX/XXXX. Because of Platinum card signup fraud, UNRELATED TO MY ACCOUNT, XXXX XXXX froze all of my reward points including those I had earned on my Gold card. I was not informed of this freeze. I did not receive any communication about it whatsoever — no phone, emails or texts. I called XX/XX/XXXX to resolve this issue. The customer representative had told me that my points were frozen as of XXXX XXXX and my account was under review for 6-8 weeks beginning XXXX XXXX. I called again on XXXX XXXX to get a status check on the account review. This time the representative told me it is under review 6-8 weeks from XXXX XXXX, when I had called in. I called in again today, XXXX XXXX, and was told that I reached my spend threshold on XXXX XXXX and that my account would be under review for 6-8 weeks from XXXX XXXX. Every time I call in, they push my review out further and further. I am frustrated that 1. I was not informed that my points were frozen, 2. I can not get a straight answer of why my account is frozen and when to expect a resolution. 3. no where in my cardmember agreement does it say they can freeze points on an account unrelated to the one they are investigating and 4. the flight I needed to book with these points is no longer available. This is costly to me because I will have to book the ticket with cash ( which costs more ) and the seats are no long available so I will have to take an additional day off of work to travel.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: June 30, 2016

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

Product: Credit card

Issue: Rewards

Full Complaint:
American Express offered a XXXX card and required {00.00} spend in the first 3 months to receive XXXX bonus points. This bonus reward was confirmed by an associate and during that chat I specifically asked how much needs to be spent to receive the bonus points. He gave me a number and I spent enough to get the bonus. I waited for an extended period of time but no bonus was credited. When I contacted customer service they said {00.00} was required and I am not entitled to the bonus. I described the conversation with the first associate and they reviewed the transcript but no action was taken. I contacted customer service 3 more times but they only respond by saying it still being escalated. All this after the 2nd associate said it would be resolved within one week. Here we are 2 months later and it is still being investigated. I do not believe anything is being done internally and I am looking for outside assistance to persuade them to honor their commitment.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: June 30, 2016

Company Official Name: AMERICAN EXPRESS COMPANY

State: TX

Product: Credit card

Issue: Other

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: June 30, 2016

Company Official Name: AMERICAN EXPRESS COMPANY

State: IL

Product: Credit card

Issue: Delinquent account

Company response:

Response Type: Closed with explanation


FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.

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