Complain about a product or service

American Express

Corporate Card

Marsha of Santa Cruz CA (07/01/08)
My account was suspended for late payments. I received an offer of reopening an account if full payment was made. AFter full payment AMEX refused to honor their promise.

Harper of Monterey Park CA (06/25/08)
My business has been affected drastically by the state of the economy. I had two AMEX cards one a business credit card and the other a business line of credit card. I cleared up the business credit card (shredded it)and only have the business line of credit card. I agreed to a payment plan suggested by American Express and have adhered to it without fail. I made a $4000 payment outright then making monthly payment via debits to my checking account.

Now American Express tell me that all the cards are closed even my personal AMEX card because of the delinquencies in the past. Even though I am making good faith efforts and payments they are taking action and closing all the accounts. I am voluntarily not made any charges on any AMEX card for over six months to control the credit problem yet despite my adherence to their payment plan they say they have the right to close all the accounts and cancel all the rewards miles (over 150,000) I have with them.

Even though I am doing all I can to show my effort to make the payments on this one account that I have left with AMEX they cancel all my air miles and close all open AMEX accounts. I feel this is an under handed betrayal to the payment agreement I have with them. I feel I have no incentive to pay the balances even though I admit I owe them the money.

But despite my efforts AMEX decides to take actions against the company and me personally for a corporate debt. Do I have any rights in this or can American Express do whatever they want? I don't know if this complaint will go anywhere or do anything. I am not seeking legal action as I probably can't afford to do that in my current situation. I will never ever do business with AMEX again after this is over.

Dika of Baltimore MD (04/29/08)
Last year, on the advice of an American Express representative, I obtained an American Express Gold Card. He said it was a more beneficial card for my needs than my American Express Blue Card. I was told at that time that there was no annual fee. This month, although my balance is paid in full, I received a statement that states that I must pay 150.00 annual fee. When I questioned the fee, the reps transferred me to different departments. I was told by a supervisor that I either needed to pay the fee or close the account, they also said I could open a different account that did not have a fee.

All of these options will be detrimental to my credit score. If I close the account my credit rating will be jeopardized, but if I don't pay the fee and keep the account open, I will look like I am not paying my bills in a timely manner. American Express refused to reduce or waive the fee. I do not believe that Amex should be able to take advantage of customers in this way.

Darrell of Holualoa HI (04/16/08)
Purchase was made in our gallery for over 22,000.00 and processed by credit card machine, client used American Express card. Purchase was on 4/5/08. On 4/10/08 no funds were deposited in our bank account. 4/15/08 still no funds deposited. Called American Express after I received a statement from them saying the funds were deposited on 4/6/08 (Which were not) I was told by AE that the funds were deposited and the check with the bank. I call my bank; they said no record of deposit showed and to cll AE back. I called AE back was told again to call my bank. After calling my bank and talking with several reps they got AE on the line with me. I was told that the funds were on Hold because of the high amount of the charge. I told them that our gallery had processed other charges higher than this. I also told her that AE had said the funds were deposited and I even have a statement showing that AE made a deposit on the 6th of April, which they did not. The AE rep said she could not do anything about that and that the Submission Monitor Department would have to have this. I ask to speak to them, was told they were closed. I ask her to have them call me, she said they do not call back. I ask for a direct phone number - she said she can not give me that, but gave me an 800 number.

Today 4/16/08 eleven days after the purchase, I received an e-mail from the client saying he had talked with AE and was told his card was charged the 22,00.00+ on 4/5/08 and that the funds were transfered to my bank (They lied to him). I called the 800 number. The person at the 800 number (after 10 calls) said that my funds were on hold and that AE needed a fright bill showing that the paintings were shipped. I told her that the paintings were simply being taken to the home of the client. She said the client must sign a proof that he received the paintings. I told her the client was on the mainland, not Hawaii. She said she would not release the funds until she had a signed proof of the items delivered. I told her that after 12 years of doing charges of this type I have never had to do this. The client has always just charged on his card, signed and that was it. In short, here is what we have. My client used a AE card on 4/5/08 for over 22,000.00+, it was charged to his account on that date. Our gallery received an Activity Statement form AE saying that the funds were settled in our account for 22,000.00+ on 4/6/08, not true. On 4/15/08 still no funds and was told 3 times by AE that the funds were deposited; not true. I was also told by AE that they had been trying to contact me, not true, they could have even mailed me in all this time.

Today, 4/16/08, my funds are still on hold 11 days after the purchase. The client is told the charge processed, he was charged, our gallery is billed from 4/6/08 for over 600.00 fee for using AE and we still do not have the funds in our bank. Needless to say we will no longer accept American Express Cards. I recommend that any business, dealing in art, not use American Express. They are difficult to work with, have proven bad customer service, lie, and use the client and business owners funds to timely use funds for their (AE) gain.

Client purchased over $22,000.00 in art, framing was ordered, sales person paid,and after 11 days and looks like it could be over two weeks, no funds were deposited to our account from AE. We ere lied to over and over again. Even the client was told the funds processed.

Terry of Vancouver WA (02/01/08)
Apparently, because of an internal credit review, American Express drastically reduced my credit limits. I have six current American Express credit cards. The most drastic reduction was from $10,000.00 to $700.00! Others were reduced to just over what was the current balance, all from $10,000.00 credit limits. Their form letter stated negative reports on my Credit Report. There are NO negatives on my Credit Report, from any of the three credit bureaus. Over the past 15 years, I've had more than 100 credit accounts, i.e., car loans, mortgages, credit cards. More than 60 have been closed, paid in full, and always on time...NEVER LATE. ALL of my current credit cards, including American Express, have never been late, and moreover, monthly payments have traditionally been 4 to 5 times the minimum due. I proved to American Express that a) there are no negatives on my credit report, b) I have never been late of any account over the past 15-20 years, and c) as they have reduced my credit limits, others, such as Bank American, Chase, Citi, Capital One, Home Depot, Nordstrom, JC Penney, and Shell have all (without request) INCREASED my credit limits with them, due to my excellent history with them.

Keith Herr of American Express states the reason: "as a member of the credit granting community, we seek to establish practices that are comparable to other standards within our industry." He refused to acknowledge my second letter with documentation of my credit report status, credit line increases by several reputable credit card companies, and how unfair these arbitrary reductions have been.

It has affected my credit score, because now my debt ratio on my American Express cards are excessive, compared to all my other accounts that are less than 20%.

Michael of Vallejo CA (01/18/08)
My credit card limit was reduced $6,000.00 for no apparent reason by American Express. When I called customer service on 1/18/08, they could not give me a valid reason for this credit reduction. I manage my American express card very well, and I make a point not to get too close to my limit. My credit score is approximately 750 which is excellent. I am requesting that a logical reason be given to me regarding this issue. Also does the bank have a right to run a credit inquiry on my credit report without my authorization?

I am planning a family vacation in the next 4 months, and my plans were to pay on my existing balance on my American Express Card therefore allowing me a comfortable available credit amount. I had not planned on maximizing my account. However, I feel I have been treated unfairly and disrespectfully, and I have a high regard for my credit and the creditors that I give my business to.

David of Oswego IL (10/23/07)
I had a American Express Corporate card. When the business I worked for went in default they never paid my last expense report. The charges on the card were company expenses. American Express would not work with nor accept monthly payments to payoff. This has now been put into collections.

I worked with an indvidual and explained the situiation and made a good faith down payment. I was given a deadline to get some payment plan set. I explained that this has put a negative mark on my credit and have tried to work with American Express. On October 22, 2007 i received a call from a very rude and threatening individual who was putting words in my mouth that I nver stated such as I was stating I would not pay this acoount which I never said or implied.

I hung up after being on the phone for over 15 minutes. Another individual called me on a private number stating I had 24 hours to get some payment plan in even though I was given until the end of October 2007. Lies, threats, and harrassment have been the only way they work. Why cannot they try working with people and support getting the account paid.

First my credit report now carries a negative mark. I now for weeks get daily harrassing calls from the American Express collection agency using abusive language, lies and threats.

Steve of New York NY (10/14/07)
My company used American Express Corporate accounts for production and business activity. We keep all the cards current, and never had a problem.

We discovered that one of our employees had convinced a bookeeper to issue a card in his wifes name. This card was often paid off in part, and our bookeeping department lost track of the rolling forward balance (or so they claim). The CFO was a friend of this employee - so who knows. Finally, charges began to rack up, and along with a series of other financial scams and games - this employee was able to tank the company. After 15 years of profitable operations, we were brought down.

But then Am Ex went after the individual card holders, not for their debt, but for the debt of the former employees wife. They said that all of the personal signers were personally responsible for the other card holders - fraudulent or not. They've actually sued one of the other employees for the charges of the wife.

David of Raleigh NC (09/05/07)
I own a small service company and allowed a highly-educated new employee to use our American Express Corporate card for gas and supplies. Employee's card was stolen by a roommate, who charged $200 at a grocery store. AX contacted me and made me aware of the suspect charges. I was delighted with the level of protection. Card was cancelled and AX deemed the charges as fraud and refunded the charges.

Employee was able to contact AX directly, get a new card without anyone's permission and have the new card sent to his apartment. AX never called, emailed, nor mailed us to notify this happened. AX said that the employee had the right to get a new card and AX doesn't necessarily have to inform the owner.

This is odd since EVERY other account related move we made was followed by a FYI by mail. Employee went off the deep end was able to charge $45,000 over 3 days!!! I think that he bought 4 60 TVs, jewelry, 40 items at the Izod store, Apple computers and accessories, high-end clothes, gift cards, etc.

Our company has no history of these types of purchases. Our purchases are mostly gas and job supplies. AX never suspected a single charge and let them all go through. I only found out because with such a high balance, I was declined other charges. After many calls to AX, they finally cancelled the new card account, but not immediately.

Ex-employee was arrested after trying to buy more jewelry. AX was a royal pain to deal with and finally initiated a fraud investigation. The police were little help as well. I was hoping that somebody was going to question the ex-employee to try to recover some items while they were still local and could be returned for credit. Not a single item was recovered. Police said they had no leads. AX said for me to nothing but wait for their investigation.

After a month or so, AX informed me that investigation was complete and I was responsible for each and every charge. When I asked for details on exactly what is was that I was paying for and possibly some help in retrieving serial #s, they said that they don't provide any of that. After many calls to many managers nobody will return my calls and they now won't even transfer me to the fraud department. Complete stonewall.

They don't have any problem calling twice a day to let me know that account is past due, though. Ex-employee is now likely homeless and zero chance of getting any future money from him. I guess my biggest beef is that they were good about flagging $200 in fraudulant grocery purchases, but let $45,000 in electronics and jewelry go through without a hitch.

Rae of Arcadia CA (05/20/07)

A few weeks ago I applied for and received an American Express Corporate Platinum card for myself and my three adult children whom manage and operate both of my businesses. About two weeks after activating the account, I received a call from American Express Financial Review. The woman I spoke with informed me there was a problem in regards to the identity of my business and I must submit documents/verification or the account would be canceled.

I faxed over what they requested a couple of days later. I then received another phone call from this woman who said she received the fax. She then began to ask me if I was calling from my business. I said no ,this is a cell phone. Well, why are you using a cell phone she asked. And why when she called my business, nobody answered?

She then started a line of questioning about my identity. I would now need to fax over documents to confirm my personal identity. I asked her, if American Express had all these questions about my identity and about if I actually had a businesses, then why did they send me a pre-approved offer, in my name/business name?

Three days later, this woman called back, and said now I would have to go to my bank, and fax over to them a notarized statement regarding my account. Now I have had enough of this. This woman then let me know I COULD NOT CLOSE my account! How dare American Express be allowed to do this to honest, hardworking customers. My credit report is affected, due to the account as being closed by them.

Nadia of Elkins Park PA (02/23/07)
I got an AMEX coporate card through my company. Every month I paid the balance in full. I accepted a position with another company and the card was automatically cancelled. I went online (like I did every month) and paid the remaining balance in full. Later that month I moved out of my neighbourhood, I did not think to notify American Express because as far as I was concerned the account was closed. Five months later, I get a bill for $156, the closed account had been accruing late fees of $29 per month on a $40 fee that they charged me the month the account closed.

I have no idea what the fee is since I always paid the bill in full each month. This was sent to NCO Financial (collection agency) who insisted I paid to avoid future late fees. American express will not accept any calls related to my account. I have since paid the balance. But just to let everyone know AMEX does not actually cancel and account and they continue to rip you off months after you have closed your account with them.

Justin of Wappingers Falls NY (08/21/05)
American Express has served my family and I well throughout the years, but changes have been occuring which have, in my opinion, debilitated the company. In fact, some of these changes have been so dramatic I'd consider close to fraud, or certainly a bait and switch tactic.

In response to an American Express (spam) mailing, I took advantage of an offer for a Small Business Corporate card by American Express for my business. The benefits included annual reporting of my expenses, as well as a very convenient Balance Payment Option, which would allow me to float a large bill over 3 months of expenses became out of control or higher then expected in any given month. This feature sold me on the business card over a standard personal card.

I used the balance payment option about three times over the course of a year and a half, and in certain situations became dependant on this important card feautre. In June, when I was more reliant then ever on transferring my card balance to the 3 month payment option, American Express customer support informed me the program was discontinued as of July 1st (with no notice given). I'm assuming perhaps it was a change of terms on the back of a statement which disclosed the termination of the program. Of course any terms provide terms may change at anytime.

All in all, at what point are changing terms the wheel of a bait-and-switch tactic? I was baited to the American Express Small Business card because of the Balance Payment Option. I was switched when the program was terminated.

Secondly, upon signing for the card I was always greeted by friendly, helpful support, later the support turned to India, with helpess people unable to speak or understand English. Later, I found the trick is to call over and over again, eventually you'll randomly connect to an American support. I guess American Express isn't so American anymore.

Lastly, the membership rewards redemption website has been down since August 14th, for one week. Calling the number provided on the site results in the same line the website should be up in about 15 minutes.... Is this a tactic to prevent me from redeeming my 100,000 points? This has led me to cancel my American Express card. The relationship WAS good, but has gone sour.

Brad of Davenport IA (08/13/04)
Three years ago we found our bookkeepper was using our corporate american express for personal purchases. We contacted American Express and cancelled all but one card and issued a fraud alert on our account and requested that no new cards ever be issued on our account. They then, a month later issued a card again to this woman. We found charges on our account and again called in fraud.

They investigated and told us it was not fraud because anyone who had the main cardholders information is allowed to order a card and pressed us for the charges. Again we cancelled the card and again informed them that fraudulent activity on this account was happening and that they were not authorized to issue any new cards.

After this, we have not received a monthly mailed statement for 2.5 years. We always have to call and they tell us they mailed a statement and lo a behold we do get the duplicate statements but never the original. They then deny us our points, charge late fees and interest, yet we never receive a statement. We have made over 50 phone calls about this to no avail.

Here again, no statement, no points, interest and late payment fees. They have purposely purpertrated this fraudelent activity and according to their own statements fully support the issuing of cards to anyone who has the main account holders information. Being our old bookkeepper, obviously she would have had access to that information. We even filed a police report on the matter but American Express doesn't care!

Brendan of Redlands CA (08/05/04)
I am in the same boat as Mike from Denver on the front of your American Express page. My question is, I was 16 years old when I received my American Express card. At that time they did not ask for DOB or SSN of the additional corporate cardholders. Now I am 21 and they are coming after me for recent charges that are not being paid for by the company. Am I liable for these charges?

The primary cardholder is my father and he does not have the money to pay the expenditures I made on his behalf. American Express just threatened that this will harm my credit severely.

Henry of Menlo Park CA (09/06/03)
What follows is a chronology of events that describes my dispute with Amex.

1) Between Jan 1998 and Sept 1999 I used a company issued American Express Card while working for S-Chip Corporation

2) In September 1999 S-Chip Corporation was acquired and ceased to operate. All accounts were settled and closed at that time.

3) In October 2001 I was contacted by an Amex collection agency that demanded a payment of ~$181. Neither they or Amex could tell me what the charges were about. At the suggestion of the collection agency I wrote a letter dated Oct 14 asking for an accounting of the bill on an account I assumed had been closed for 2 years. I assumed that the situation was resolved as I had no further contact from Amex or the collection agency.

4) On May 13 2003 I found out through a credit report that Amex was reporting a bad debt of $241.51. I immediately requested an explanation by letter dated May 14 2003.

5) Amex replied with a summary of card activity dated June 26 2003 indicating that the charge was incurred on May 17 2001 at the Smithtown Sheraton in Hauppaugue NY.

6) I contacted the hotel and was told that the charge was a No show charge. Please note that I stayed at that hotel in the summer of 1999, using the credit card in question.

7) I sent another letter to Amex dated July 10 stating that according to my records I did not stay at the Smithtown Sheraton at or around May 17 2001.

8) Amex replied with the letter dated April 15 2002 posted on August 13 2003. The letter states that since hotels are not required to maintain records beyond 6 months Amex is unable to contact the hotel in question, and as such I should do that myself. They further state that as the Authorizing Officer on the account all charges are my responsibility and that the account was not closed until August 2001. They make reference to their letter of June 2001 in which they sent me the copies of the account statement. Please note at this point that I assume they reference their June 2003 letter since this was the first time that I received any accounting of the matter. Amex then continues that for credit report issues I should contact the Credit Bureau Unit and that the amount in question is still due. They also add that they will not respond to this matter any further. 9) The hotel has subsequently sent me (by fax) a letter stating that they charged my corporate credit card and that they are aware that I was employed by a company different from S-Chip at the time. Due to a change of ownership they claim they cannot refund the money.

In my opinion Amex made several mistakes in handling my account:

1) They did not close my account in 1999 as per S-Chip request

2) They accepted a charge to the account even though no membership charges were paid for at least one year and there was no activity on the account since September 1999.

3) They (or their agent the collection agency) could not tell me what charges were when they contacted me in October 2001

4) They did not respond to the letter that I sent them on October 14 2001.

I am trying to buy a house in Silicon Valley and I have Amex reporting an account close by lender & a writeoff as a bad debt. This is likely to cost me higher interest rates. (This is the only bad thing on my credit report)
Edina of Laurel MD (8/17/04): I was given (and I must have signed an agreement for) a Corporate American Express card many years ago. The company went out of business (has yet to declare bankruptcy) at the end of 2003 and before long, I was getting calls from a collection agency to whom "my" American Express overdue bill was turned over. The amount was over $10,000.

I explained that the charges were all for my former company...that none were personal charges. I was told that I signed an agreement which held me personally liable for all charges. I soon learned that my personal credit had been affected...it showed an overdue account of nearly one year! After much time, effort, and energy, I got my former employer's lawyer to "settle" with the collection agency with a 70% settlement and he wrote to the collection agency that the debt was not my personal liability but all the company's liability. I thought I would then be able to clear up my personal credit.

After getting three different opinions from three different people at American Express, the bottom line is that American Express doesn't care at all about my personal credit problems. One person told me that "settled" would be the term used on my credit report...and that "settled" is almost as bad as not paid! American Express is totally disinclined to contact the credit bureaus to have them remove their account from my personal credit history. This will now stay on for seven years!

I continue to pursue this with American Express and would like to pursue it until they change their minds. I don't know how to go about this. I don't believe that I am the first person with this type of dilemma. While technically I seem to be liable for my old company's debt, I think morally it is reprehensible. I'd like to pursue this further but don't know how.

While the issues has been "settled" as far as my old employer's lawyer is concerned, it is certainly not settled from the perspective of my personal credit history. When I request credit in the future, I will be turned down at worst or be given a higher interest rate because of my unsatisfactory credit. My previously impeccable credit history is no longer impeccable. If my car breaks down and I must buy a new one, I will pay more for it, if I am able to get a line of credit at all. The BIGGEST problem I have is that the $10,500 was not my debt, yet I have been personally affected. Is there any advice you can give me?

There is no question that Edina is legally obligated to pay American Express. Everyone with a Corporate Card has signed an agreement assuming personal liability for charges on the card, whether they realize it or not. Instead of hounding American Express, she should have sued her former employer for the amount in question, then paid off American Express. After all, those seat miles, hotel rooms and expense-account dinners were purchased and someone ought to pay for them.

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