July 2019 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 2019, the CFPB received 2826 complaints against American Express. American Express ranked Number 11 among all financial companies for the most complaints.


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Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: IL

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Closing your account
Sub-Issue: Company closed your account

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

Product: Credit card or prepaid card
Sub-Product: General-purpose prepaid card

Issue: Problem with a purchase or transfer
Sub-Issue: Charged for a purchase or transfer you did not make with the card

Full Complaint:
On XXXX I made one {0.00} credit card load transaction to my American Express Serve account. On XXXX I saw that two {0.00} charges from American Express Serve were charged to my credit card account. I called Serve and explained this to the customer rep but he said that only one {0.00} transaction was done to my Serve account and to dispute the second charge with my credit card company. I did just that and received {0.00} back to my credit card on XXXX. On XXXX Serve did a credit card load reversal on my American Express Serve account balance essentially taking {0.00} from my Serve account. I called Serve and they told me that it was because my credit card company reversed the {0.00} charge from XXXX. I again explained that Serve had charged my credit card twice for the same transaction. The customer rep stated that there was nothing else they could do. They were unwilling to escalate the matter. I contacted the dispute specialist who handled the credit card dispute for the credit card company and she said that they were not supposed to do that but were supposed to deal with the credit card company. She started the second claim on the second {0.00} charge on XXXX since the original charge was ” XXXX out ”. Unfortunately I have been unable to get a resolution from my credit card company. They seem to be confused thinking the matter was settled when they gave me the first {0.00} credit back to my credit card and closed the dispute in my favor. I am currently getting the runaround from my credit card company on trying to recoup my other {0.00} that American Express Serve charged me. I am still out {0.00} because American Express Serve wrongfully deducted {0.00} from my Serve account balance because they didn’t want to deal with my credit card company for the double charge they did on XXXX. In XXXX American Express Serve removed the ability to add funds to my Serve account effectively making my Serve account useless. I closed my Serve account on XXXX to avoid any fees because I was unable to do my direct deposit because they removed the add funds feature of my account. These actions are unacceptable and American Express Serve should do the right thing and refund my {0.00} that they wrongfully took out of my Serve account because they didn’t want to deal with the credit card company.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems
Sub-Issue: Other problem

Full Complaint:
At the beginning of XX/XX/2019, I opened an account with American Express ( AMEX ) and qualified for their Business Platinum charge card. They had a promotion where if I spend XXXX during the first XXXX months I get XXXX AMEX points. I also added my brother to the account since he is the business manager for my company XXXX, XXXX and this is a business financial product. Post-approval and post me spending the XXXX as advertised on their promotion and not owing AMEX XXXX dollar or being behind on any payments due, they proceeded to perform an income verification using my tax records from the IRS which I completed a form provided by AMEX and authorized them to perform the income verification. Upon doing ” their due diligence ” they decided to put a limit of XXXX on a card that according to them has ” No preset limit ”. Not only do I make more than enough money to afford this product they also restricted me from using my points and now I have to make a payment first every time I’m going to use the card in order to have that balance available for use. This is extremely discriminatory since I’m a person from Hispanic descendants and my last name is XXXX they feel that this is ok, It’s flat out degrading and humiliating as a business owner. I have proven myself financially to them yet they chose to discriminate against me. If I add an additional user to the card and we both use the card for the sake of the business ( XXXX, XXXX ) why does it matter who spends what as long as it’s paid on or before the due date established by AMEX which I did with no issues? They have cost me almost XXXX of phone time calling in about issue after issue including my card getting declined after I spent over an hour discussing why is my card getting declined. Please help I’m sure they are doing this bait and switch to others out there.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: VA

Product: Credit card or prepaid card
Sub-Product: General-purpose prepaid card

Issue: Trouble using the card
Sub-Issue: Trouble getting information about the card

Full Complaint:
On XX/XX/2019 I tried using my card on my trip to XXXX. The account was suspended and when I called Fraud protection, who stated that there were suspicious charges and that the account is suspended and needs to be reviewed. They did not give me any answers as to why it was suspended and informed me there was no one else I could talk to. I could not confirm the charges with them and was given no other options. Ive been stuck in a foreign country with no access to my only means of money and the company wont help.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: FL

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems
Sub-Issue: Other problem

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Fees or interest
Sub-Issue: Problem with fees

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting

Issue: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Their investigation did not fix an error on your report

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: FL

Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting

Issue: Incorrect information on your report
Sub-Issue: Account information incorrect

Full Complaint:
On or about the XXXX of this year, I closed a blue cash card with American Express, after calling and asking them what the payoff is.
In XX/XX/2019, I received a notice that American Express reported me to XXXX, XXXX, and XXXX for non payment. I called American Express and discovered that they had reported me for {.00}, however, they stated that they showed I had paid it and not to worry about it.
Last week, I received notice from all three companies that I was AGAIN being reported for non-payment of the {.00}. I called American Express and AGAIN they told me not to worry about it, that they had taken care of it.
On XX/XX/2019, I received a bill from American Express for {.00}. I decided I would just go ahead and pay them again, however they did not give me an account number. They only gave me the last few digits. Accot. ending in XXXX. The rep said she could not accept payment because the account was closed and in good standing.
I immediately filed a dispute with XXXX, XXXX, and XXXX. XXXX sent me an email atating they had made a decision. When I tried to get the results on line, I was unable to get them, so I called. The XXXX rep and her supervisor, refused to give me the results because when they asked their so called, ” security questions ”, they asked if I had a mortgage … I do not. My house was paid off years ago, they were dissatisfied with my response and REFUSED to tell me the results of the dispute. They stated if I wanted to know, I would need to write XXXX. XXXX has only given me 30 days to respond to them … the time it would take for me to hand write them and for them to give me a response, will far exceed this time limit.

Can you help me, please??

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: July 16, 2019

Company Official Name: AMERICAN EXPRESS COMPANY

State: None

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems
Sub-Issue: Other problem

Company response:

Response Type: Closed with non-monetary relief


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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