American Express Global Reviews 5,250

I am extremely disappointed with American Express Travel Insurance after my recent claim was denied. My trip had to be cancelled when my flight was cancelled due to a military conflict, something completely outside of my control. I purchased this insurance specifically for situations like this, assuming that if a serious external event forced a cancellation, I would be protected. Instead, I was left without coverage at a time when I genuinely needed it.
There are conflicts and instability in different parts of the world all the time, and airlines regularly cancel flights for safety and security reasons. That is the reality of modern travel, and it is exactly why people pay for travel insurance in the first place. Despite this, the company still denied my claim, hiding behind terms and conditions instead of acknowledging the obvious: my trip was disrupted by a legitimate, documented event that I could not have predicted or prevented.
Based on my experience, I do not feel that this insurance provides the protection it advertises when real-world problems arise. When a military conflict cancels your flight and your insurer still refuses to help, it raises serious questions about the value and integrity of the coverage. I would strongly urge other travelers to think carefully before relying on this company for travel insurance, because when I needed them the most, they refused to stand behind their product.

Good for credit cards but checking and savings accounts are a terrible customer experience – opening account takes multiple weeks, uploading identity documents multiple times and many calls over hours. Avoid their banking products.

Terrible company. First time I tried to use my new card it was declined for no apparent reason. I have been a card holder for 33 years. I called their toll-free number to find the reason for the declination and first had to interface with a sub-zero IQ robot. Then I was forwarded to a person whose English was awful, and who cut me off when I complained about the declined purchase. I called back and got a representative by the name of Mehul, whose English wasn't any better. She assured me that all this inconvenience was for my "own protection". Nice. What a cool way to shift their responsibility onto the hapless consumer. Once the fraud alert was lifted the onus was on me to recontact the Hotel I had tried to reserve a room at, only to find out that they had just sold that room to someone else. So much for dealing with these idiots at AMEX...

My experience with American Express UK has been very disappointing.

After returning a faulty item worth over £2,000, the refund was credited back to my Amex card, leaving a positive balance. I contacted American Express and requested that the balance be transferred to my bank account.

Several days later, I received an email stating that the refund had been issued to the source bank account. This strongly suggested that the money had already been sent. However, the funds did not arrive. When I contacted customer service again, I was told that it could still take up to 10 further days after that email for the money to reach my account.

This is unacceptable. The wording of the email is misleading because it gives the impression that the transfer has already been completed, while in reality the customer may still be left waiting for many more days. For a refund of this size, the process should be clear, fast and properly explained.

The app also does not update reliably, which makes it even harder to track what is actually happening with the account balance and refund status.

Overall, the refund process feels outdated, slow and poorly communicated. Combined with limited card acceptance in many shops and a cashback system that is less useful in practice than it appears, the card no longer offers enough value to justify the inconvenience.

After this experience, I have lost confidence in American Express and will be cancelling my card.

I have had my account since 1989. I have never once been late with my payment in all those years. I recently got a fraudulent charge and they are very reluctant to help clear it up. Reps are so rude. I need to close this crazy account. They use to be so good but horrible now.

I am extremely disappointed with Am Ex customer service. One evening I was making a large purchase intending to use a different credit card, but the vendor advised if I used Am Ex, I would receive a $200 rebate as part of a promotion they were running, so I used my Am Ex card. The sales rep mentioned that I may want to confirm the offer is still valid through Am Ex, so the next day, I called Am Ex and explained my purchase to the customer service representative and she advised I would receive the rebate, and that I just need to add this reward to my card through the website, and the customer service rep walked me through how to do it. She advised my $200 credit would probably show up on my account by the next statement. Simple as that...or so I was told. Customer service was actually great up to this point. There was no credit on my next statement, so I called AmEx, and the rep pulled up my account, reviewed the reward and advised that it could take up to 90 days before the credit is applied. They told me to monitor the account and call back in another 60 days or so if I don't see the credit. 60 days pass, and still no credit, so I call Am Ex and speak to someone and they advise that there is still time before the 90 days so be patient and monitor my account. After the full 90 days pass, I still do not have a credit, and I call Am Ex. On the 4th call to customer service, this person advised because I added the reward to my account after the purchase was made, the credit will not apply. I explain that the first time I called customer service, they were told the charge had already been made (and I could have cancelled it and charged it after the reward was added to the card if I had been told this) and did not advise that would be a problem. In fact, I had called back two additional times and the Am Ex folks reviewed my account and never mentioned this was an issue. But now, on my 4th call to customer service they mention this might be a problem? The person realizes I am frustrated and she advises she can submit this for review as it appears I had followed the instructions of both the vendor and Am Ex and did register within a day of the purchase, so is not something I was trying to get retroactive. They would review and hopefully get this ironed out. I wait another month and don't receive anything from Am Ex. I call and am informed Am Ex will do nothing to honor the credit. I ask to speak to a supervisor, and she also tells me there is absolutely nothing they can do about it. I followed the instructions of the Am Ex customer service staff and Am Ex refuses to issue the credit. We all make mistakes as we are all human. Companies make mistakes. It is how you handle the mistakes that determine if a company is great or not. If they had at least offered something to me to show they are trying to hold themselvs accountable, I would have been happy, but offering to do absolutely nothing is terrible. They did mention they used my experience to coach their reps to do better.

My experience with American Express has been disappointing, particularly regarding customer service and transparency about their so-called “preset spending limit.”

One representative will tell you one thing, while another provides completely different information. The inconsistency makes it difficult to understand how your account actually operates and leaves customers feeling misled rather than supported.

The marketing surrounding a “no preset spending limit” card creates the impression of flexibility and purchasing power, but in practice, spending ability appears to be subject to internal limitations that are neither clearly communicated nor consistently explained. When questions arise, getting a straight answer from customer service can be frustrating.

For a company that promotes itself as a premium financial institution, I expected greater transparency, consistency, and accountability. Unfortunately, my experience has not lived up to those expectations.

I am deeply disappointment with American Express regarding my recent experiences with your company. I have been a loyal American Express cardholder for 34 years and have always had an exceptional experience until now.

Recently, several of my charges were denied due to suspected fraud. However, I was never contacted to verify these transactions. Furthermore, when I was contacted by a representative regarding a mobile payment, I found the line of questioning to be unprofessional and confrontational. Subsequent interactions with your support staff have been unhelpful in resolving these issues.

After over three decades of loyalty, I am now seriously considering discontinuing my relationship with American Express in favor of a company that offers better customer service and a more collaborative approach. I hope you will take this feedback seriously to improve your service for long-term members

I sent an e-mail to the CEO (Steve Squeri) for improper charging practices. I accepted an offer thru Delta Airlines for no fee first year on a American Express credit card.

Then I received a bill for $150. Next, I contacted your customer service, someone in India, who argued with me then stated yes ,I should not have been billed. The customer service person stated this happens all the time and many people are complaining. Also, the phone system failed to put me thru to customer service after repeating information six times. I requested the charge be reversed, customer service said NO. Pay the charge then we will credit you sometime later. I disagreed and stated I should not pay for a bill not owed.

I called back later that day and talked to a woman from the Philippines, who also said that I do not owe a fee. She was much more polite, but could not do anything.

Yesterday, I filled out a survey and asked for a reply from senior management.

Then American Express took $150 from my checking account; totally unacceptable.

I am requesting you make this right, Now!

Your company seems to have multiple, billing and customer problems. Are you aware of these issues?

Please reply ASAP I was issued a credit card

On June 5,2026 I talked to AMX Jennifer Forman about the improper charging issues.

The call did not go well and I found her very condescending.

1. She confirmed I should not have had money taken from my checking account ($150)
2. This is a problem which impacts thousands of customers
3. There is no estimated date to get this resolved
4. It is a system problem
5. There would be no check issued to refund my stolen money
6. A account credit would be issued, however, no estimated date
7. I advised her, I would be contacting the CEO again stating this was unacceptable. She said fine, the message would be just forwarded to her and I would get the same reply.
8. I stated that a complaint would be filed with the WA state Attorney General. She said fine
9. I stated that a complaint would be filed with Delta Airlines. She said fine.
10. According to the WA state Consumer Protection Act I can request triple damages.

I stated she was making a little deal become a giant issue. She also promised an email would be sent, however, there never was a email sent as promised. She said a phone call was good enough. Jennifer Forman doesn't get it. She is a terrible representative of AMX. I hope you the CEO gets it. This issue is not going away. All she had to do was issue me a check for $150.

Listen to the phone call, I hope it was recorded.

Got a notification two weeks before an international trip that they were conducting "periodic review" of my account, that my account was frozen, and that if I didn't make a substantial payment over 7 times my minimum payment due in the next 3 days (weeks before my actual payment was due), then they would reduce the balance on my card. The reason for the review stated was payment history but I have never made even a late payment on the card, and certainly never missed a payment and my payments are well over the minimum due. They stated I was also too close to the credit limit but had thousands of dollars available.

Really happy with the support experience and the rewards, I'd really reccommend American Express.

Pay $550 a year for an annual fee, get nothing in return, 11 months in and a payment alert doesnt trigger, so they charge you a $29 late fee, $194 interest, threaten to take your points away if you dont pay an additional $35.

Definitely not worth the attitude from account rep. Indian male mid 30 being passive aggressively rude and act like I offended him by asking to cancel the card. The ego on these people is wild after 8+ years of doing business with them.

I have an American Express Velocity Frequent Flyer card - I wanted to check on whether it was eligible for Travel Insurance, which is was not. However, I was told if I upgraded to Velocity Frequent Flyer Platinum then it would qualify. I was also told that I would receive 1 x complimentary domestic return flight as part of the annual fee of $440 (apparently being with Amex for 37 years meant I could get this deal). I was attracted to this as I sometimes fly from Sydney to Perth and it seemed this would represent good value. So I paid for the upgrade; once I received the various links I checked on the flights available only to find Sydney to Perth and back was NOT available. Perth to Sydney and back was, which I found strange as the distance is the same. So now I've had to go through pain of cancelling and getting a totally new card! Are they trying to get new customers or lose existing ones, what a terrible experience!
Mark R.

I had £8000 BEEN WITH THIS COMPANY FOR LESS THAN A YEAR THEY REDUCE MY CREDIT TO £1600 .
I HAVE NEVER MISSED A PAYMENT ALWAYS PAYED ON TIME LIKE MY REST OF CARDS .
THIS COMPANY NEEDS SHUTING DOWN .
LOOK AT ALL THE REVIEWS .
SHUTTING THiS ACCOUNT .
WARNING TO ALL MOVE TO A NEW CARD COMPANY DONT GIVE THEM YOUR BUSSINESS.

Wait time on the phone is unexceptable. Lack of traing on the reps part, they do not care. The number of dropped calls is horrible. They act like they are DOING YOU A FAVORE EVEN THOUGHT YOU ARE THE CUSTOMER. used to be a great company but with the majorityof people working outside the USA the efficiency and personal ownershop of the company has gone to hell.

I have a credit card to spend money and pay it back later, right? Well, Amex is threatening to reduce my spending limit unless I pay a large sum immediately. I’ll be taking my business elsewhere.!

Extremely poor customer service from a bank you should be able to trust.

I purchased an item which turned out to be a fraudulent counterfeit from China. Despite providing ample evidence, AMEX declined my chargeback and sided with the scammers, stating they were 'loyal customers'. The chat support agent even stated that the "item appears to be inauthentic" yet they still refused to change their mind. This was even after the brand and manufacturer replied confirming the item as fake.

Raised a complaint which was closed shortly after as AMEX claimed to have done "nothing wrong", despite piles of evidence proving otherwise and of them supporting scammers. Asked them to raise this with their internal fraud team - was ignored.

They have now been reported to the Financial Ombudsman - all over a £30 charge. They have no sympathy or loyalty for cardholders, and are a predatory business. Very poor customer service who take a very serious lack of accountability.

They like to report a balance regardless if the card is at zero balance they just reported a balance from me from over 10 days ago when the card has been at a zero balance for over 10 days

American Express doesn't care about it's card holders, it lets businesses charge you and never deliver a product. And all the business has to do is say that you signed a contract or a receipt, they don't have to prove that they actually provided a good or a service. Worst financial service I have ever dealt with. I would not recommend them to anyone.