September 2020 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 2020, the CFPB received 3172 complaints against American Express. American Express ranked Number 12 among all financial companies for the most complaints.


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Complaint Details:

Date of Complaint: September 29, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

Product: Checking or savings account
Sub-Product: Savings account

Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: September 29, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: NE

Product: Debt collection
Sub-Product: Credit card debt

Issue: Communication tactics
Sub-Issue: Frequent or repeated calls

Full Complaint:
American Express representative had been calling me from number XXXX. On XX/XX/2020, I received a call from wife ‘s caller ID. When I answered the call, it was the American Express representative. This is called spoofing and did not think this was allowed.

Complaint Tags: Older American

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: September 29, 2020

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 status incorrect

Full Complaint:
I was a victim of fraud on My American Express Card ending in XXXX. American Express confirmed that I would not be responsible for the fraudulent activity in writing. American Express proceeded to place a collection on my credit report for the outstanding fraudulent charges. I can provide verification in writing from American Express that I would not be responsible for the fraudulent charges.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: September 29, 2020

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

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: September 29, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: FL

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

Issue: Fees or interest
Sub-Issue: Unexpected increase in interest rate

Full Complaint:
Customer care persons are refusing to provide me a separate itemized billing statements for the pay over time balances and fees interest charges which they are denying my rights to that information as which those charges was applied to my regular monthly charges. I ask on several occasions to review a separate itemized pay overtime and pay overtime direct balances fees and interest charges they refuse to provide me this information, because the numbers are not adding up. On today to my amazement I did get a return call from a supervisor stated her name was XXXX she also refused to provide me with the above information and refused to entertain another inquiry which only 2 dispute was done and she stated the reason why another inquiry wont be done is because 3 been disputed, which is not true only 2 was disputed and before I could respond the disputed inquiry was closed out both times. Therefore I was not given a chance to be heard. XXXX still refusing to take my inquiry and dispute, she stated to me didnt XXXX tell you we was not going to do another inquiry? And she is teaming with XXXX the same information that she stated to me, No inquiry!! The minimum payment is due today which most of that bill payment is pay over time fees and interest charges all which Im disputing. Also she stated that they only report late payment to the credit bureau if a person is 60 days late, that is not true because they reported me 30 days late back in XX/XX/2020 to the credit bureau and I was not 30 days late at all, even though they corrected the error but did not change it with the credit bureau causing my credit score to dropped 21 points, and they refusing to change and correct the error with the credit bureau. CFPB please report this to the compliance/ complaint department to XXXX XXXX XXXX Vice Chairman. Email address is XXXX, I was given this information from the secretary at XXXX Head Quarter office the telephone number is XXXX

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: September 29, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: None

Product: Checking or savings account
Sub-Product: Checking account

Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: September 30, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

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

Issue: Closing your account
Sub-Issue: Can’t close your account

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: September 29, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

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

Issue: Advertising and marketing, including promotional offers
Sub-Issue: Didn’t receive advertised or promotional terms

Full Complaint:
Received a promotional email offer to upgrade my Amex everyday card to Amex everyday Preferred with a XXXX bonus Amex reward points after {00.00} spend. Applied through the link in email in end of XXXX, met minimum spend and inquired through Amex App chat regarding the bonus status on XX/XX/XXXX and was informed there was not any upgrade bonus offer linked to the card. Agent opened an investigation same day on XX/XX/XXXX.

XX/XX/XXXX – Chat via Amex app to inquire investigation status and was told the same – no offer was attached to the account. I then told the agent I have the email as proof and was told to provide the POID code – POID : GF0A:0001. Agent checked the code and opened another investigation with the code XX/XX/XXXX -Chat agin via Amex app. Agent asked if I have uploaded email image which I have never been told. eventually I pasted the whole email body with the code again to the agent. Then was told I need to wait. I asked to talk to a manager but was just repeatedly told there was no offer attached and my request was denied. Manager further claimed that it looked like I didn’t use the offer code when I upgraded. I’m sure I used the link in my email to upgrade – without the offer I would not have done the upgrade.

XX/XX/XXXX – Again Chat via Amex App. This time was told investigation revealed no offer was attached and there was no document uploaded – so investigation was closed and request denied. I did paste the whole email once and provided the code a few times already. Transfer to supervisor who basically said there is nothing they can do.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: September 29, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: AZ

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

Issue: Fees or interest
Sub-Issue: Charged too much interest

Full Complaint:
Issue with American Express Consumer card : As per the CARD ACT of XXXX, Credit card companies were given guidance on how to distribute consumer payments across different APR balance. The CARD Act has prohibited this disadvantageous payment allocation system and requires credit card companies to apply consumers credit card payments to the highest APR first.

on XX/XX/XXXX, I took a cash advance with fees totaling {00.00} at 25.24 % interest. once the payment posted, I called to get the amount required to pay off and was told minimum payment ( {0.00} ) plus cash amount balance ( {0.00} ) and to also account for compounding interest until the payment posted. I made a payment of {00.00}.

XXXX statement- charged {.00} in interest because of paid cash advance. I called and was told that it would be fixed. It was not XXXX statement- charged {.00} in interest because of paid cash advance.

I called American express on XX/XX/XXXX and was told- verbally- by the representative amounts over the minimum due are applied to lowest APR purchase first. My APR is currently 0 % .Iexplained to her that was not accurate and she preceded to tell me about the payment hierarchy that Amex follows. Why does this excuse the act to protect consumers from making good on payments and not be consumed with interest and debt from large corporations. If this is not investigated, I will contact the FTC to launch an investigation into the fraudulent behaviors of one of the largest consumer credit cards taking advantage of other citizens who may not be aware of their consumer rights.

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: September 29, 2020

Company Official Name: AMERICAN EXPRESS COMPANY

State: AL

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

Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else

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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