Complain about a product or service

American Express

Declined Charges

In its advertising, American Express gives the impression that, unlike bank cards, there is no predetermined limit on customer charges. In fact, consumers are pretty much at Amex' mercy, which mysteriously refuses charges with little or no explanation.

American Express • AmEx Blue • Platinum Card • Centurion Bank • Corporate Card • Gift Cards • Travelers Cheques --- • Account reviews • Collection policies • Declined charges • Disputed charges • Fraud • "Free card" offers • Incorrect charges • Merchant complaints • Payment posting • Rewards programs • Theft of identity • Unauthorized charges --- News • American Express Axes Gift Card Fee • Judge Dismisses Amex Class Action • American Express Safe from Class Actions? Court Says No

Andrew of North Beach, MD, writes:
As I have recently been required to travel more often for work I decided it would be best to open an Amex account to keep my travel expenses organized and paid in full each month. Also, having had a Visa declined once in the past was enough for me to never want to have that happen again (the recent advertising of Amex clearly uses such a scenario to market their product).

I applied for and received my Amex card in March, 2000. About a week later I left for a two week business trip to Reno, NV. I used the card once, for gas, before I left, to make sure it was working ok. About halfway through my trip my card started coming up as "call center" every time I used it. Most of the merchants assumed this meant the card was no good and simply handed it back to me and told me to use a different card.

I called Amex and the representative told me everything was ok but since it was a new account this might happen but the merchant would get a voice authorization. I used the card sparingly after that. The morning I checked out of my hotel I used it. The hotel clerk called in and Amex declined the charge.

I spoke to the Amex person, while the line of people behind me was growing longer and more impatient. He said due to not having a history with Amex they would not approve any further charges. Fortunately, I had a Mastercard with me and was able to pay for the room.

This was very embarassing. If they did not have faith in my creditworthiness they should never have issued an account. Or if theere was doubt they should have made it clear that there was, in fact, a limit on the amount I could charge. What if I had no other card to charge my room on, not to mention paying for the rental car when I got back to the airport? David of Robbinsville, NC, writes:
I had been a member since 1987, some months my bill has been several thousand dollars. I have always paid. I travel extenstively, I never spend a week at home without going out of town, usually 5 days a week. The only times I have every been late was when I was out of town when the the bill came. A couple of times I never got bills, I would always call them and ask them to send me one.

All of a sudden they cancel my card. After all those years and always paying my bill they review my credit and decided to cancel my card. That is unreal, it must not pay to be a good coustomer.

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