American Express Global Reviews 5,210

American Express is an absolute disgrace of a financial institution. The entire experience feels engineered to frustrate, delay, and wear customers down until they give up.
Customer service is useless — endless scripted responses, no accountability, no urgency, and no real help. You get bounced between departments, promised callbacks that never happen, and left dealing with problems that should never exist in the first place.
Amex loves to market itself as “premium,” but in reality it’s all image and no substance. Behind the branding is a company that treats customers like an inconvenience and operates with policies that feel hostile and unfair.
Dealing with Amex has been exhausting and infuriating. I would never recommend them to anyone. Save yourself the stress and go literally anywhere else.

Terrible terrible customer service! Was unable to resolve even a minor issue.

Only credit company that requires a photo ID to have a credit card. I don't get why this is needed and this poses an unnecessary and unacceptable risk as this company is regularly hacked.

Had a 1200 .00 Canadian charge on my account that turned into us funds of over 1700.00.
Purchased hockey tickets from the Canadian site as the company was in Canada. Once the transaction was done, I realized it was in American. called American express and they opened an inquirer that lasted 2 days before the game. I called ticketsonsale they informed me due to the inquiry no tickets will be issued.3 weeks later received a letter from American Express stating they have taken the side of the merchant and put the 1700,00 back on my account. That caused it over my limit, and they charged me an extra 29.00 and continue to do so. Crooked ticketonsale and American Express for not standing behind me after being a customer for 15 years. Job well done American Express.

Absolutely appalling. I raised a complaint which they completely misunderstood and closed. I then wrote two actual letters to their complaints department which were ignored. I am trying to upload my wife’s passport for KYC. Which I have now done 5 times but they still say they haven’t got it. If you ring the call centre you wait 45 minutes to be told they can’t check that and it will probably Ok in a few days. This has been going on 3 months. My wife’s card has been suspended and they are going to close the account. I could care less and just use another card but want to protect my Avios for a long haul trip. There doesn’t seem to be a way out of it. Completely disrespectful and apathetic customer service.

I was happy with the service, but then they made it impossible to use on my phone, and i have been trying to cancel my account and card for hours, they have no clear way of leaving and all the help centre links just lead you in a circle. Horrible experience

One of the worst financial institutions I’ve ever dealt with. American Express charges excessive fees, provides terrible customer service, and has absolutely no flexibility for honest mistakes. They advertise “premium service” but deliver the exact opposite. Save yourself the frustration and choose another card.

Subject: Incorrect membership start date.
I believe sometime in year 2025 I have raised this inaccuracy as to the start of my membership with Amex Singapore.
During that time, I was assured in no uncertain terms that the matter will be addressed and rectified.
It seems that in 2026 this matter is still work in progress and the only difference is a new manager is taking responsibility with no specific timeline assured.
I wonder as to whether there is any record of my membership application in their system.
Each time I call the personal care agent I hear them saying I have been with Amex since 2014 (which is completely incorrect). Just imagine if you have been employed in a company for 40 years and HR congratulate you for being with the company since 2014... How will you feel - shortchanged, lack of recognition, doesn't speak much of the company.

My question and concern is the accuracy of the system in particular to membership records.
It left me desperate enough to request show me evidence of this record or has it been lost in the system in the passage of time.

Amex Singapore has ample time to investigate and correct this error but I sense they have been passing the buck which left me with feeling the lack of confidence.

Definitely this matter should be escalated to the highest point for immediate attention and correction.

Best regards
Vincent Cheong

After 39 years I canceled my American Express card. Someone was able to get my card number so I had them cancel my card and Amex to send me a new one in Japan. Well The person on the phone in India can't understand English so instead 204-1 she put 2041 formy address. FedEx in Japan could not find the address I wonder why. I called them again to say resend the card. Well when you call you get transferred to the Philippines. So I told her to transfer to the USA. The lady I talked to said she would send another card to the correct address. Well the card was never ordered so I called again and they want to send a text message to my USA number. Well that phone does not work in Japan. I told them to confirm with my email address to the one on file and she said she couldn't do that. Well I'm paying for all the calls from Japan to the USA. I will never get this money back. Amex sucks never was late on payments and they hire these off shore people that can't understand English. You know Amex if you hired American workers maybe I would still have an Amex card!!!

Great benefits, deeply disappointing customer service.
I intended to upgrade my Gold card to a Platinum. Instead, due to confusion with the process, I unknowingly opened a second account. While American Express later acknowledged that my intent was to upgrade, they still refused to correct the outcome or assist with credit reporting.

For a company that markets itself on premium service and customer care, the lack of accountability and rigid handling of a clearly confusing situation was extremely disappointing. The benefits are excellent, but when something goes wrong, don’t expect the level of support their branding promises.

I'm based in the UK and getting rid of my Gold Card. The benefits are not worth the price unless you're traveling frequently for business. Other than hotels and major high end retailers, it's difficult to find businesses throughout Europe that take the card and Amex doesn't provide a good online service for finding establishments that accept the card. I could be anywhere in France and receive an Amex email with their suggestions to use the card in Paris; really?
Customer service has gotten much worse. I've never waited more than about 10 minutes on the phone and although their message today indicated I'd wait over 10 minutes it ended up being over an hour.
I've had other issues such as the company not sending out renewal cards quickly enough and being unable to use my points due to an issue with a replacement card. Their customer reps' attitude to service is frequently blase´.
Finally, you get inundated with emails about issuing additional cards or signing up friends.

AMEX has always have problems with retails not accepting its cards, but it was worth the hassle because they offered good service.

This is no longer the case and it's just not worth using Amex any more.

THEE worst company to bank with.

Constant, inexplicable adjustments to credit limits. Been a customer for 9 years and never had a late payment. Balance went up a bit after getting married and you’ve slashed my credit limits in half, but again… 9 years, never a late payment, annual salary in the top 3% in America. What a joke. I’ll do business with someone else

I am very, VERY, unimpressed with American Express. Sadly, I strived to have one for years, thinking they were wonderful. Their rates are high, their autopay doesn't seem to work well and always lands with an unpaid bill and/or late fee due to miscommunication thinking as it shows, autopay set. Their fees are NEVER directly disclosed and are VERY HIGH, the highest in the country from what i can tell or one of.

I have had an American Express card for over 20 years because their level of service used to be far and away the best of any credit card. But my last two experiences with customer service (which should have been unnecessary) were abysmal. First, they don't want to talk with their customers, directing me to a phone chat service. And then they would not support me even though I did not receive products and services charged to the card. Is this anomaly, or has their customer service really dropped!?

I’ve been a customer for 10 years never missed a payment till this year. I was late in October and three days late in August. My interest rate went from 13% to 26% without anyone talking to me, worst customer appreciation ever, when I contacted them, they just said that’s the way it is!!! would not recommend this company ever.

I applied for an AMEX Gold card for business because the fees for the Platinum card went up by $100, and I couldn't justify the expense. They accepted my application and the $395 fee. However, after I completed my welcome offer, they never awarded me my points. They claimed it was because I had a Platinum card, but they never mentioned that in the application or when they accepted my fee. Every customer service representative I spoke to gave me a different explanation. It was a terrible experience! I'll be canceling both cards.

If this is what American Express Platinum considers ‘premium’ service, they should be deeply ashamed.

I spent more than four hours on calls trying to resolve a billing dispute, was repeatedly transferred, and forced to explain the same facts to different agents because my refund was never processed. Each time I was told the dispute had been incorrectly categorized by the previous representative, forcing the process to be restarted again and again.

Despite these repeated internal failures, I received no apology and no clear resolution. Representatives insisted that American Express had acted correctly and initially refused to escalate the case properly. After prolonged delays and a lack of meaningful response from AmEx, the merchant (LEVEL) ultimately resolved the issue directly.

This treatment has severely damaged my trust in American Express. This is not the Platinum-level service I expected. I am seriously considering closing my account. I request a written explanation, a formal apology, and concrete corrective measures to ensure no other customer suffers the same experience

Terrible customer service, very expensive, unlawfully intrusive. Going the wrong way!

This credit card company is terrible!!! Do not apply for it, I have excellent credit, I asked the rep to help lower my interest rate, I get, no options at this time, so I'm transferring my balance to a 0% interest card, pay it off, so now they get no money, I got 0% for 18 months transferring the balance, at least I can make a dent in the balance this way, I highly recommend it!!!!
So apparently, the card company cares less about their customers , so if you can do it transfer your balance somewhere else!!!!