American Express Reviews

Great products. More importantly, great customer service. I think I'm nearing 2 decades using their products... and never disappointed. The people giving it bad reviews, maybe they should pay their bills :)

Such a shame that the customer service isn't there anymore. I had a problem with my card that was out of the norm - a App issue. I reported this to Amex about 7 times, each time I needed to take a screenshot of the error (Even though full text was given and uploaded time after time). This then went to IT where there is NO way of them feeding back to me. Every time I called back a few weeks later, I got told IT said this works in test and for everyone else.

Amex cannot understand how going through this again and again and again is frustrating, all troubleshooting done time after time, IT just say it works in test. Stuck in a endless loop.

Such a shame that they cannot fix anything by following up. Amex are stuck in the past, their systems seem to have shiny apps but they cannot support their own systems. They still rely on older technology and don't really embrace newer ways of working ,which most other financial institutions can.

Without a doubt the most profit centered firm. DO NOT EXPECT CUSTOMER SERVICE-their goal is making money. NOTHING ELSE.

And, they are not accepted at many locations as their fees are so high.

In addition, I needed help and they were even worst - emphasis on how it unreasonable for them .. ie (in my opinion) we don’t care about any individual entity.

Time to teach big business we have power so: STAY AWAY UNLESS YOU Want to be fleeced!!!

Truly awful website and mobile app.
Unfortunately for me, I have to use this for work.
The open account process looks and feels like it's not been updated since the 90's... and it's crap even by 90's standards.
Eventually got a card delivered and tried to activate it using the Mobile App as recommended on the activation sticker.
You're then forced to set usernames and passwords with specific special characters, so not very compatible with password managers.
Through a few more crap screens and hangs then left me stuck on the security questions till timeout.
Logged back in and it seemed to bypass the security questions and logged me in.
I hope I don't have to use this very often.

I'm a customer from amex for more then 5 years. I had a promotional 0 interest offer, but, because of an emergency I missed one payment to pay in time. They start charging me 30% interest and even after hours of calling to reps and supervisors they don't want to lower it or give me back some of the interest charges. Really bad.

Service is rubbish

Horrible don't use. If they sue you file bankruptcy don't give them a dime. If you are senior or disabled call helpsishere for help ask for Eric Olsen. They must obey fair debt collection social security and low income cannot be garnished.

Had a great experience with AMEX.
I bought a Hydro Flask bottle online (hydroflasknederland.com) and it turned out to be a fake delivered to me from China. I paid for it through Paypal, but they didn't accept any reponsability. Quite unfair as they allowed a scammer to use their services to sell fake products to customers. Even more unfair is the fact that they still allow the scammer to sell the fakes through Paypal after being warned. So out goes Paypal.
Then I turned to AMEX is my Paypal account is credited with my AMEX-card. I bit to my surprise, AMEX refunded me.
Thank you AMEX for going above and beyond!

I was visiting my family and friends overseas for over a month. I tried to purchase something online with amex platinum during my stay but my card was declined which is fine because I thought I can fix it right away. I was so wrong. Amex told me I have to go American embassy to get a notary to verify my ID and so forth. To make a long story short, it took me over a month to clear the fraud alert. The worst part was their customer service being so unhelpful and rigid for everything. I understand their strict policy but the bottom line is I could not use the card when I needed the most. Taking over a month to fix the situation does not justify how much I pay for a menmebership fee.

I recently had this happen to me.

I called AMEX in February of this year to inquire about a replacement card. During our discussion, a large purchase I was about to make came up. The phone rep told me that, based on my spending habits, it would be best to switch to the Preferred Card (I was using Everyday and Gold) and also receive the 25k welcome bonus for my purchase. She made me aware of the annual fee, which I told her I was not sure if I would truly benefit being that I needed to make at least 30 purchases, which I use my Gold card for most. I was told to try it out, see if it fits my lifestyle and is beneficial, and downgrade if not. The VERY NEXT words out of my mouth were concerning the removal of the points, at which time I was assured they were mine no matter what.

I monitored my spending for the next few months or so and found it difficult to hit the 30 purchase requirement, since I receive most of my bonus points from groceries and restaurants with the Gold card. I called AMEX and made the costly mistake of downgrading my card before the eligibility date. A few days later I received the violation email and had my points removed.

I called AMEX support and was assured the call from February would be reviewed and if I was given incorrect information I would be refunded. I was told it could take a week. Almost 2 weeks had passed without a call or refund so I called again to be told it was still under review. I made a 3rd outreach a week later to be given the same story and they refused to let me speak with a manager. I made my 4th call just yesterday and was told that a manager would be contacting me later in the day after the call was reviewed.

I finally received a response from a manager later that day. From the moment I said "hello", he was arrogant and rude. I work in customer support and I know what it can be like on the other end of the line with an upset customer, so I always make it a point to deal with others in the industry calmly and polite. My tone was never upset, angry, or rude in any of my interactions with AMEX, so I was surprised he treated me as such.

Anyhow, in a take it or leave it attitude, he offered 5k AMEX points and a bill credit of $35. When I questioned the reviewed phone call from February, he did acknowledge that misinformation may have been given but that it would only provide for a coaching opportunity for the Rep and nothing more for me.

Long story short, AMEX acknowledged that I was given incorrect information concerning their points policy, but that they still were unable to honor their word. They are a large company, in the business of profit, and as much as they boast about their customer service, they could give 2 cents about the individual.

Sorry for the long drawn out comment. I am fully aware I should have done my own research, read the fine print, and not taken the word of a paid representative of the company on a recorded line.

They lied to me three times straight.
Promised me action on first two calls that then never happened
Then lied about what rep told me on first call

India company

What a joke! They contacted me via paypal asking if I would like a business card as you can earn points and rewards on what you spend, thought ok give it a go. Rep tells me there is no limit, so I start spending on some business transactions, rep says use it for suppliers etc, few days later I get two separate people contacting me questioning the spend first one ok and I understand as I am new and had spent £4800 but to get two calls within 2 days? Anyway paid it all off in full then they reduce the limit to now 3k, so I start spending again and got up to £1600 then guess what a phone call to say you won't be able to make any further transactions! Well not a problem AS I WONT BE USING THE CARD AGAIN!

Amex used to be the gold standard for customer experience in the UK. Now, I am looking to leave. Problem is that I communicate with Amex via text or email - to save the planet. However, they notified my via snail mail, at the bottom of a zero balance statement that my account was about to be closed. When I pointed this out after the deadline, they quoted me legalise that Amex can close accounts at any time. No recourse - account cannot be reopened after not transacting on it for a year, no cooling-off period, the credit limit cannot be transferred to another Amex account - no apology for the shabby communications (called 3 times, once no manager to talk to, another time was cut-off when I tried calling). In the meantime I tried opening a new account and was turned down - the account closure clearly impacting my credit limit. So I have been screwed over twice by Amex - lost my credit limit / card and my credit scored is now lower. It used to be that getting an Amex would increase your credit score. No wonder challenger banks are eating your lunch Amex.

I have been an Amex Melia card holder for more than 10 years now and I achieved platinum level just a few months after, which I reteined ever since. Amex customer service in Spain works quite good, cannot say it is excellent but in 80% of the cases they strive to achieve customer satisfaction.
The negative point is that I am unable to use it on an everyday basis because it is accepted at large department stores, some jewellery shops and hotels only. In Spain it is not so common to have Amex card (they decide if you make enough to be their member!) and many retailers don't accept it at all, others do, but with hefty 3 or even 5% extra fee.
If you use it occasionaly in your own currency is OK, but if you pay in different one, their exchange rate and additional Amex fee of 2.9% is brutal. Even when I called CS they couldn't calculate exact amount to be paid in €.
The Amex also lacks of promotions and they only offer them once every few years, and the points gained expire within a year, so this is not a good option.
I gave 3* because I had some problems in the past and it took them several months, many phone calls and emails to solve the issue. It seems they cannot cope with something unusual or are unable to deal with requests that haven't been done before. They also offer and promote many insurance options, but when the problem arise,it is not covered by any insurance at all! Disappointing!
They aim to be the the company of excellency, but need to work on that a little more.
Last but not least, they have good consumer's protection which is a plus.
I will keep it as long as they offer what I need.

Awful lying, disgusting and non responsive customer service, no protection whatsoever. Never will I use their cards, all my friends cancelled them too, no one wants to deal with them anymore.,

very great experience with customer care

What happened to this company in 2019? AVOID!!
20 years with Amex, I would sing their praises. The Brighton HQ dealt with issues in a courteous & professional manner. Now its overseas call centers with scripted 'yes' 'yes' 'yes' and they do nothing.
Fraudulent use on old card which was refunded, then given back to fraudsters, then charged again the following month. Very similar to the above review. They take no responsibility or value customers.

Horrible service and outright lie. Goes back on what was committed to, in writing, by their reps.

Opened account in May that had a $250 cashback bonus if $1,000 was put on the card in the first 90 days. Confirmed with a rep via chat in August that promotion was active on my card, and validated a few weeks later that I hit the necessary target. Had the transcript of the chat with the original rep in writing. Contacted them in September to find out when I would see the credit and was told that I didn't have that benefit on my card.

Told the rep that I still had the chat transcript that confirms I did, in fact, have that benefit and the date that it was added to my account. He then went back, said he saw that commitment, but it was not on my account and I was not due that statement credit. I went into my terms and conditions and confirmed that promotion was in effect when I open my card. Despite having it in writing in two different places American Express refused to honor their commitment even though I met mine with their spending requirements.

Getting any type of US based customer service is impossible. I spent two hours online trying to contact any type of customer service in the US. The only manager or above contacts I was able to find were based in India. When I eventually did track down emails of customer service directors and vice presidents based in the United States, all of their emails bounced back as they refused emails from customers regarding complaints. I even confirmed emails in their SEC filings yet they are bounced back because they absolutely do not want to deal with customers.

Closed my charge card and my savings account with them. Horrible company that reneges on the promises they make in writing.

A good card service but a shame that I can’t have a non contactless card. Contactless is a major security risk. Please let us have non contactless cards.

First time opening an American Express. This company does not support small businesses at all. Most small businesses profit by word of mouth and through family and friends. Tell me how this is acceptable.

I charged my card at my relative's business. Card gets declined. I call in to find out my account is currently getting cancelled due to "conflict of interest" without any notice or warning. It's been literally 2 days since I opened the card from the mail. This is how you treat your customers?

Yeah sure, it's my relative's business (my little sister if that really matters). But I'm here to support her and pay for her services. How is an invoice and physical goods not enough proof? She runs a t-shirt printing company! She would have to order the tees and print it for me. Nowhere on the card agreement form mentions you can't spend your money on family! I didn't even know this was a thing. This is probably the most absurd and ridiculous experience I have ever gone through.

Most of my family members are small business owners. You are stating I cannot support any one of them because they are affiliated to me? You guys need to reconsider what you're doing with your life if you don't believe in helping out your own family.

I used to pray I would get the call centre in Brighton rather than The Philippines or India when calling. Now, even if I do, the UK service is now on the same low standard as the overseas call centres.

Whatever happened to American Express customer service? The Platinum service was so good. The service levels have plummeted but they have just raised the fee by £125 per annum. Now £575 for a Platinum card. Ha!

American Express started out good, but the interest keeps rising, and now they have started charging foreign transaction fees

Great service today from AMEX & Axa Insurance, when British Airways failed to honour their promises to refund us for travel disruption.

Outstanding customer service!

An issue regarding a payment being taken twice (the fault of the seller) was very quickly resolved by the AMEX customer service team.

I would recommend this company for their unique, competitive products and excellent value for money.

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