American Express Global Reviews 

A Platinum and Gold Business cardholder's honest warning. Do your research before you commit.

I held both a Platinum personal card and a Gold Business card with American Express. I believed I was banking with a premium provider. I was wrong. What I experienced over an extended period was systematic maladministration, a complaints process designed to exhaust rather than resolve, and a company far more interested in collecting your fees than treating you fairly.

Where do I start? When I raised legitimate complaints, multiple, across separate matters, I was met with templated responses that barely acknowledged the substance of what I'd raised. Copy-and-paste paragraphs dressed up as personalised replies. The same generic language recycled across different correspondence, often failing to address the specific points I had put to them. It felt like nobody had actually read what I'd written. They hadn't engaged with the detail. They'd just run through a script and hit send.

When I challenged those responses, the delays began. Outcomes that should have been delivered within reasonable timeframes simply weren't. Weeks would pass. Chase after chase. You're left in limbo, with no update, no explanation, and no accountability. Yet throughout all of this, the silence, the stalling, the failure to resolve, they were perfectly happy to continue taking monthly and annual fees from my account without hesitation. The irony isn't lost on me.

What made things worse was that during live complaint matters, American Express took the decision to reduce my credit limits. Not before. Not after resolution. During. Whether intentional or not, the message that sends to a customer mid-dispute is unmistakable: we hold the power here, and we'll use it. For a company that markets itself on trust, service, and prestige, that behaviour is the opposite of everything they claim to stand for.

The overall complaints handling felt like a process built to wear you down. Delay long enough, respond vaguely enough, and most people will give up. That seems to be the strategy. Genuine engagement with the issues? Accountability for errors? A fair and transparent process? I saw none of it. What I saw was an organisation that closes ranks, deflects responsibility, and relies on its brand reputation to avoid scrutiny.

And here's the part that frustrates me most: had I done my homework before signing up, I would have seen that American Express holds a Trustpilot rating of 1.3 out of 5. Let that sink in. 1.3. That isn't a blip. That isn't a handful of disgruntled customers. That is a pattern, a sustained, documented pattern of dissatisfaction from people who have experienced exactly what I have. Maladministration. Poor communication. Dismissive complaint handling. A refusal to take ownership.

I'm not someone who leaves reviews lightly. I gave Amex every opportunity to resolve things properly. I followed their processes. I escalated where appropriate. I was patient, professional, and clear in every piece of correspondence. And still, the outcome was the same: delay, deflect, and diminish.

If you are considering American Express, particularly their premium products, I'd urge you to look beyond the marketing. The lounge access, the concierge service, the prestige branding, none of it matters when the company behind it treats you as an inconvenience the moment you raise a legitimate concern. Premium fees should come with premium service. What I received was anything but.

I wouldn't recommend American Express to anyone based on my experience, and I say that as someone who genuinely wanted the relationship to work. It didn't, and the fault lies squarely with how they operate when things go wrong.

Do your research. Check the reviews. I wish I had.

Had an issue while creating an account, called their customer service and was very happy with the prompt help provided. Was spoken to with kindness and Gaurav went above and beyond to help me - thank you! :)

I’ve been an American Express customer for 14 years with a flawless payment history—never a late payment, ever. I recently paid off my balance in full and then used the card to cover part of a government-sponsored relocation.

In the middle of that move—when access to credit actually matters—Amex cut my credit limit in half. No warning. No proactive communication. I only found out when my card was declined.

That alone is unacceptable. But it gets worse.

After being bounced between multiple customer service reps, I was given a vague, scripted explanation and then told that if I paid $2,000 by April, they might reinstate my original limit. So let me get this straight: you reduce my available credit without notice, negatively impact my credit utilization (and therefore my credit score), and then expect me to jump through hoops to “earn back” what I already had?

The customer service experience was just as bad as the decision itself. No accountability, no clarity—just the usual “I’m sorry you feel that way” non-response after wasting my time being transferred around.

This isn’t just poor service—it’s a complete breakdown of trust. After 14 years of loyalty, this is how customers are treated?

I will not be using this card again.

I have had an Amex card for decades. Customer service used to be amazing. Unfortunately, over the past few years, customer service has declined. Not that different than many other businesses now - mostly just chasing the money. Sad.

Multiple less than desirable experiences. Most responses are AI driven or from representatives who have limited English language, lack of experience or resources available.

We had a horrible experience with American Express. We’ve had the card for over 20 years and their autopay is horrible. I don’t know how that gets messed up, seems pretty easy to me. They also somehow linked someone else’s bank account to my account. Yikes!

Amex’s service is unacceptable. They suspended my account without any valid justification, and then, in an almost petty move, closed the installment plan as if that would pressure me into paying the full balance on their preferred timeline. This kind of conduct is both unreasonable and unprofessional.

I was loyal to Amex for years. I had over 40K delta skymiles points. They recently tried to double charge me for my membership. I lost my old card and they told me that they could not send me a new one because I had reported mine stolen too many times. This never happened. I had never reported my card stolen. They then opened me a new account and even though I had just paid my membership fees i January, they tried to charge me again in March. I cancelled my card at that point what else was there for me to do?

No support after buying a defective product, no insurance, nothing.

For some unknown
Reason they cancelled my direct debit. It had NEVER failed to settle the account. I tried to contact them but gone are the days of speaking to people in Brighton. The call handlers are now lovely but utterly useless. As a result ive got a massive interest charge. We have always cleared our balance 100% of the time. They seem unable
To correct it. Pathetic

The worst bank ever done business with, disrespectful employees, awful customer service. I closed my 3 accounts with American Express. They stole my money, and then say sorry for the inconvenience!!

A former spouse front loads on AM EX Bad company.

Bait and switch. Got the delta premium card. Excellent credit. Was supposed to be spend $8k, get 100 k skymiles. App had a tracker that said progress towards 8k spend. All the sudden, tracker disappears. I call them, they say I never signed up for that deal and I signed up for spend 3 k, get 60k miles. After complaining and arguing for a month I called them and cancelled. I spent the 8 k in the first month and paid it off. They said I wouldn't lost my miles if I cancelled the card and I did. Totally screwed me.

HORRIBLE!!! RUN!!! DON'T EVER GET A CARD FROM THIS BUSINESS!! I PURCHASED A $150 GIFT CARD FROM THEIR WEBSITE MARCH 20, 2026! THEY PUT MY CARD ON HOLD AND SAID THEY'RE MAILING ME A PAPER CHECK! THEY SAID WITHIN 3 WEEKS AND THAT'S AND IT'S PART OF THEIR POLICY ON THEIR WEBSITE FOR EGIFTCARDS!! I'VE SEARCHED FOR THIS INFORMATION AND AT THIS TIME, I CANNOT FIND IT! I'VE SAVED THE CURRENT INFORMATION! VERY DISAPPOINTED!

Very poor experience. Needed to know my virtual card number to marry up transactions between my physical and virtual card. Despite website providing an FAQ for this, they advised it's not a service they can provide. When I explained that I had been using their website for an hour trying to get this info, they couldn't care less. I advised that I'd just have to accept my loss (as i wanted to check details with a merchant using virtual car number), they closed the chat.

As a complaint manager in financial service, this should've been escalated as a complaint in line with FCA and FOS requirements.

As it's want a great amount, I just left it - but I shouldn't have had to,

I have been with them over five years never missed a payment never been late never went over 50% of my limit what did they do? Did a review and decided to decrease it they slashed my limit down to $100 over what I am currently at and destroyed my credit do not bank with them. Do not get a credit card with them because they are dirty. And do not reward or appreciate members for being on time and reliable!!!

“I received a $100 gift card, and it was used without my authorization in California — a place I have never been to. I reported the issue immediately, but after 3 months of follow-ups, I still have no resolution. Every time I call, they tell me the case was closed and open a new one instead of actually solving the problem. Extremely frustrating and unprofessional.”

After being a client & paying off my statement balance monthly for more than 8 years , Amex reached me, blocked my card until I provide my financial statements, I offered them my pay stupa, they didn’t want , I’m a w2 employee & also a business owner, after sending all statements twice I got so disgusted, either they were having hard time to put 2 together or thinking that I don’t have other options? Closed all my relationship. Hated the experience, the worst experience ever!

18 years with them. They decided to do away with my card type. I lost over $2000 in travel credit. Stealing from the seniors. Read the fine print they say. What a corrupt bunch.