July 2021 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 2021, the CFPB received 3330 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: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

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

Issue: Trouble using your card
Sub-Issue: Credit card company won’t increase or decrease your credit limit

Full Complaint:
American Express offered a pandemic relief program to its customers with no penalties. I entered this 12 month relief program and just successfully completed it. I had no issues with payments or anything. American Express decreased my credit limit XXXX. I called and they told me they did decrease my credit limit due to being in their pandemic relief program. American Express fights for several social causes and I am so confused why they would penalize customers for accepting their pandemic help with no penalties. When I asked if they would return the limit back they refused. How is this treatment helpful to customers.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: CO

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

Issue: Trouble using your card
Sub-Issue: Can’t use card to make purchases

Full Complaint:
A week ago, I received several chargeges from XXXX that I didn’t order.
After several fees and double charge, i still had a 59+ balance but my card kept getting declined.
I have tried several times to make purchases and transfer cash but nothing works.
I received a direct deposit from my paycheck, and I still can’t access my money.
This started almost 5 days ago, XXXX.
The cuatomer service number is automated and doesn’t give an option for any resolution.
Please investigate American Express XXXX XXXX, Bluebird prepaid cards, I fear I am being robbed.

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: WA

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

Issue: Problem getting a card or closing an account
Sub-Issue: Trouble getting, activating, or registering a card

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 22, 2021

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:
Around XX/XX/XXXX, I opened an American Express Gold Card after being offered a sign-up bonus of XXXX points after spending a minimum of {00.00} in 6 months. I exceeded the minimum spending by the end of the 6 months in early XX/XX/XXXX but did not receive the bonus.

When I contacted Amex through mobile chat to figure out why, I was told that the offer for my account was 3 months, not 6 months, and that there was nothing they could do.

I called Amex phone support and was told the same thing and, in addition, that after 92 days I was only {.00} short of {00.00}, which added to my frustration.

I then reached out to Amex support through XXXX, which led to an online chat with the same response, even though I told them I had written down the terms of the offer when I was approved and had found information on Amexs own website dated XX/XX/XXXX, that said that the promotional offer was 6 months.

When I was approved for the credit card, Amex did not specify the terms of the promotional offer that applied to my account, and I assumed nothing was amiss because I didnt receive any further information about it. Its frustrating because its my word against theirs and whatever their system coded is considered infallible.

The same sign-up bonus is being offered to this day. If other people had the same experience as I did, it means that Amex is misleading consumers into opening credit cards by enticing them with a sign-up bonus worth at least {0.00} and later denying that bonus if they cant satisfy the more restrictive terms. I believe that is unfair.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: TX

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: Investigation took more than 30 days

Full Complaint:
I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I havent received any investigation results.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 22, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: TN

Product: Debt collection
Sub-Product: Credit card debt

Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: PA

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

Issue: Managing an account
Sub-Issue: Deposits and withdrawals

Full Complaint:
On XX/XX/XXXX XXXXXXXX XXXX 18 minute call XX/XX/XXXX XXXX XXXX 28 minute call XX/XX/XXXX XXXX XXXX 26 minute call XX/XX/XXXX XXXX XXXX 26 minute call XX/XX/XXXX submitted my bank statement from another institution to verify Im the account holder.

I established this account on XX/XX/XXXX or XX/XX/2021. Since then I have been unable to deposit money. All of my accounts are showing not eligible for transfer. When I called customer service they basically say itll be 7 to 10 days until customer service technical support has a chance to look at it and if they dont understand the process or the problem then it is sent to the engineering team which intern takes more additional time.

They have advised that I am able to transfer money in using A different banking institution, but if I do that I will have no way to withdraw the money from then until the issue is fixed.

There is only two levels of support, and when you reach the top level they claim that they do not have a way to contact or reach out to a different individual in order to get this fixed.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

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

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 22, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: NV

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

Full Complaint:
CFPB, Per XXXX XXXX/Amexs response : We reviewed the XX/XX/2021 chat mentioned in your correspondence and you did not request to cancel your account.

Again, Amex cites the XX/XX/2021 XXXX not XX/XX/2021 XXXX chat, without providing the transcripts, so allow me to provide the transcript to the CFBP and Amex so that Amex is fully aware of Amexs fraud.

— XXXX.Amex Chat ( XXXX ) : XXXX : Why is my account showing a XX/XX/2021 Removal of Credit Balance?

Amex : Upon checking your account, I was able to verify that the removal of credit balance youre seeing on your account is about your credit balance of {.00} thats been left on your account for 3 consecutive months now.

For those instances, the system automatically clears the said credit balance by creating a request to have a check sent out to the card member.

That is to clear the account, which is now {

Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: CA

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

Issue: Trouble using your card
Sub-Issue: Credit card company won't increase or decrease your credit limit

Full Complaint:
American Express offered a pandemic relief program to its customers with no penalties. I entered this 12 month relief program and just successfully completed it. I had no issues with payments or anything. American Express decreased my credit limit XXXX. I called and they told me they did decrease my credit limit due to being in their pandemic relief program. American Express fights for several social causes and I am so confused why they would penalize customers for accepting their pandemic help with no penalties. When I asked if they would return the limit back they refused. How is this treatment helpful to customers.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: CO

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

Issue: Trouble using your card
Sub-Issue: Can't use card to make purchases

Full Complaint:
A week ago, I received several chargeges from XXXX that I didn't order.
After several fees and double charge, i still had a 59+ balance but my card kept getting declined.
I have tried several times to make purchases and transfer cash but nothing works.
I received a direct deposit from my paycheck, and I still can't access my money.
This started almost 5 days ago, XXXX.
The cuatomer service number is automated and doesn't give an option for any resolution.
Please investigate American Express XXXX XXXX, Bluebird prepaid cards, I fear I am being robbed.

Company response:

Response Type: Closed with monetary relief


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: WA

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

Issue: Problem getting a card or closing an account
Sub-Issue: Trouble getting, activating, or registering a card

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 22, 2021

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:
Around XX/XX/XXXX, I opened an American Express Gold Card after being offered a sign-up bonus of XXXX points after spending a minimum of {00.00} in 6 months. I exceeded the minimum spending by the end of the 6 months in early XX/XX/XXXX but did not receive the bonus.

When I contacted Amex through mobile chat to figure out why, I was told that the offer for my account was 3 months, not 6 months, and that there was nothing they could do.

I called Amex phone support and was told the same thing and, in addition, that after 92 days I was only {.00} short of {00.00}, which added to my frustration.

I then reached out to Amex support through XXXX, which led to an online chat with the same response, even though I told them I had written down the terms of the offer when I was approved and had found information on Amexs own website dated XX/XX/XXXX, that said that the promotional offer was 6 months.

When I was approved for the credit card, Amex did not specify the terms of the promotional offer that applied to my account, and I assumed nothing was amiss because I didnt receive any further information about it. Its frustrating because its my word against theirs and whatever their system coded is considered infallible.

The same sign-up bonus is being offered to this day. If other people had the same experience as I did, it means that Amex is misleading consumers into opening credit cards by enticing them with a sign-up bonus worth at least {0.00} and later denying that bonus if they cant satisfy the more restrictive terms. I believe that is unfair.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: TX

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: Investigation took more than 30 days

Full Complaint:
I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I havent received any investigation results.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 22, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: TN

Product: Debt collection
Sub-Product: Credit card debt

Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: PA

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

Issue: Managing an account
Sub-Issue: Deposits and withdrawals

Full Complaint:
On XX/XX/XXXX XXXXXXXX XXXX 18 minute call XX/XX/XXXX XXXX XXXX 28 minute call XX/XX/XXXX XXXX XXXX 26 minute call XX/XX/XXXX XXXX XXXX 26 minute call XX/XX/XXXX submitted my bank statement from another institution to verify Im the account holder.

I established this account on XX/XX/XXXX or XX/XX/2021. Since then I have been unable to deposit money. All of my accounts are showing not eligible for transfer. When I called customer service they basically say itll be 7 to 10 days until customer service technical support has a chance to look at it and if they dont understand the process or the problem then it is sent to the engineering team which intern takes more additional time.

They have advised that I am able to transfer money in using A different banking institution, but if I do that I will have no way to withdraw the money from then until the issue is fixed.

There is only two levels of support, and when you reach the top level they claim that they do not have a way to contact or reach out to a different individual in order to get this fixed.

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

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

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 22, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: NV

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

Full Complaint:
CFPB, Per XXXX XXXX/Amexs response : We reviewed the XX/XX/2021 chat mentioned in your correspondence and you did not request to cancel your account.

Again, Amex cites the XX/XX/2021 XXXX not XX/XX/2021 XXXX chat, without providing the transcripts, so allow me to provide the transcript to the CFBP and Amex so that Amex is fully aware of Amexs fraud.

-- XXXX.Amex Chat ( XXXX ) : XXXX : Why is my account showing a XX/XX/2021 Removal of Credit Balance?

Amex : Upon checking your account, I was able to verify that the removal of credit balance youre seeing on your account is about your credit balance of {.00} thats been left on your account for 3 consecutive months now.

For those instances, the system automatically clears the said credit balance by creating a request to have a check sent out to the card member.

That is to clear the account, which is now {{{mpg_replace}}.00} balance.

XXXX : Tell the system to replace the stolen funds or close my account.
XXXX, you are costing me more than {.00} of my time reporting this issue.

Amex : I understand. We can request for the credit balance refund check to be cancelled and have it brought back to the account.

-- Again, Tell the system to replace the stolen funds or close my account.
XXXX/Amex failed to return the stolen funds, and Amex failed to close the account.
Everything since is Amexs failure and harassment of me.
I have given explicit directions with every one of my communications to Amex and the CFPB.
The CFPB has failed to protect me from Amexs XXXX and failure.
I want nothing to do with Amex ever again.
Best of luck in Amexs continued culture of ignorance, discrimination, and predatory revenue creation.

XXXX

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

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:
I clicked through a link with XXXX to apply for an American Express platinum card - the link offered a benefit of 125,000 American Express Membership Rewards Points plus 15X points on restaurant spend. My page timed out, and I continued my application later. When I was approved for and received the card, I found out my offer only gave 10X points on restaurant spend ( a potential loss of 125,000 additional membership rewards points ). Amex refused to honor the original offer after speaking to multiple levels of their management.

I asked to close my account and reapply for the offer, and they said that I was only allowed one offer in a lifetime, and if I closed my account not only would I not get the lower offer they gave me, but I could never get an offer again on the same card.

This practice is not only misleading, but it is harmful to the customer in the case of a misunderstanding to preclude / prevent another application.

Company response:

Response Type: Closed with explanation


.00} balance.

XXXX : Tell the system to replace the stolen funds or close my account.
XXXX, you are costing me more than {.00} of my time reporting this issue.

Amex : I understand. We can request for the credit balance refund check to be cancelled and have it brought back to the account.

— Again, Tell the system to replace the stolen funds or close my account.
XXXX/Amex failed to return the stolen funds, and Amex failed to close the account.
Everything since is Amexs failure and harassment of me.
I have given explicit directions with every one of my communications to Amex and the CFPB.
The CFPB has failed to protect me from Amexs XXXX and failure.
I want nothing to do with Amex ever again.
Best of luck in Amexs continued culture of ignorance, discrimination, and predatory revenue creation.

XXXX

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: July 23, 2021

Company Official Name: AMERICAN EXPRESS COMPANY

State: NY

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:
I clicked through a link with XXXX to apply for an American Express platinum card – the link offered a benefit of 125,000 American Express Membership Rewards Points plus 15X points on restaurant spend. My page timed out, and I continued my application later. When I was approved for and received the card, I found out my offer only gave 10X points on restaurant spend ( a potential loss of 125,000 additional membership rewards points ). Amex refused to honor the original offer after speaking to multiple levels of their management.

I asked to close my account and reapply for the offer, and they said that I was only allowed one offer in a lifetime, and if I closed my account not only would I not get the lower offer they gave me, but I could never get an offer again on the same card.

This practice is not only misleading, but it is harmful to the customer in the case of a misunderstanding to preclude / prevent another application.

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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