Complain about a product or service

American Express

Platinum Card

Bill of Huntsville, AL January 5, 2010

Ok lets try this again. I have been a AMX member since 1989. Today I called to cancel one of my cards. I had two because I travel extensively and have had the magnetic strip damaged going through airport security. My issue: on my Delta card I had 14k in credit, on my Hilton card I had 10k. I cancelled the Delta and asked for a 4k dollar increase on the Hilton card. This was denied by Devika in India. I don't understand and she refused any help, very rude since I have been loyal since 1989 don't you think?

So what this means is that I have lost 14k dollars in credit. I normally charge around 4k per month and have paid the balance in full each month. I now understand why so many merchants don't accept AMX. Mr. Alfred K President of AMX (3m bonus) needs to get in the trenches and out of the clouds to get this once great company back the way Buffett, Well, and Fargo orignally set it up or their 27% share of the credit market will deminish. Outsourching their customer service to India may have saved them money in the short term but I predict that that will come back to bit them in the butt. The CSR's in India do not have the compassion and don't understand loyality.

linda of medford, MA December 16, 2009

i have been a platnium american express member since 1985 i have paid 450.00 a year this year they took away my siogn and travel because of the times i have never been late and always used my card properly this morning i received an email stating that i could not use my card until i paid me balance of 1875.00 for the month i called them and said that i did not even receive my bill yet but they said i could make this payment now over the phone i was floored i will not make a payment until it is die which id jan 1 2010 and i cant put anything else on thne card for xmas the said that me spening was high this month i have had the card since 1982 i have never been late once and have paid a fee of 450.00 to carry a card with no preset limit this is a true rip of the people who werte stupid enough to have thios card such as myself i an also a small business owner and now do not accept american express in my store shame on american express this is a rotton way to do business

Lornette of APO AE, United States November 29, 2009

Since 2003 I've been a platnium American Express Customer, never late, paid on time, etc. I've never utilized the concierge program but pays for it each year as part of my annual fees. This year while making an effort to book a trip to Euro Disney I was passed around from Concierge, Tours, and the Travel Department. No one was able to assist me or showed any sincere desire to help. The last straw was when I was placed on hold for more than 40 minutes and then disconnected; I was calling from England. When I called back I was then put directly through to Euro Disney in an effort to organize and plan my own trip.

I should not be required to book my own trip if that is not my intent and be afforded the courtesy of the concierge service for which I've paid for since 2003 but never utilized. Absolutely disappointed.

NOOSHIN of ARLINGTON, VA November 25, 2009

I have been an excellent customer for more than three years, when I received a letter from AMEX stating that my credit limit was cut because if the bad economy. I stated that I have faithfully made payments on time in amounts at least triple or quadruple the min payments required. I was told there was nothing that could be done and that I'd have to pay at least 4K before my credit limit would be restored. This was a "courtesy" deal offered by AMEX, the rep said. It sounds more like extortion to me. I was flabbergasted since I told this payment would have to be made within the week to restore my account.

To make matters worse I was planning a trip for Christmas and told that in order to use the companion ticket (which I have paid 150 for annually) I would have to use the AMEX card, which was no longer offering me credit. Cant buy the tickets now for me and spouse to travel for Xmas even though AMEX charged me and a customer service supervisor named Rob in Toronto refused to reimburse me for. My suspicion is that AMEX discovered I had lost my job, and thus considered me a risk. My balances and payments have been the same.

Jose of College Park, MD November 2, 2009

The following communication is sent in hopes that [they] consider my plea for reasons why company would want to close a favorable business arrangement since 1985 that ended the afternoon of October 31, 2009. On Saturday afternoon I presented my platinum AX card to a cashier at wal-mart and was told that the charges were declined. Embarrassed, confused, I brushed it off as a clerical/cashier error and called customer service 800 number.

To my amazement I was informed that I no longer have the privilege of using the credit card. I asked why and was told that several issues on my credit report yielded that I was a risk and also because my payment was behind.

Please allow me to explain the sequence of events that led your company to dismiss a loyal card holder for 24 years. Former residence on file at AX. Moved out of this residence early September 2009. Mail is forwarded to the new address. I did not change the address with AX until October 2009. Bills were forwarded late to the new residence. Call AX and pay online late charges on October 20, 2009. Explain the late payment reason (recently moved). Provided the new address and asked for a change.

Reviewed the bill with representative. Discover discrepancy. Initiate an inquiry. Informed that all was fine and that I would receive a credit and a letter confirming the inquiry request. October 31, 2009 try to use the platinum card, denied. Call AX and told bad credit, late payment was the reason.

The following is the part where a complaint is lodged against [Amex] representative. I was transferred to a service representative that was rude, had absolutely no customer service skills. Jazmin--AX Representative. She explained to me that there were many inquiries on my credit report, and that I had been behind on my AX card. I explained the moving issue, I explained that I had paid on October 20, 2009. I explained that were no issues and the accounts were up to date. She said that there was nothing she could do for me. The account was closed period.

She asked me if I wanted to retry opening and I said of course, she returned immediately and said it was disapproved and that I would be charged 25.00. By then I gave up, I was not getting anywhere except aggravated and more upset. What happens next is that I become concerned that maybe there had been issues on my credit report that I was not aware of, so I requested my report. Reviewed it verified all is well, credit rating 746, all is fine.

So what made AX decide to end our business relationship? How is it that no one called me to alert me there was a problem? I verified the email on file and it was good.

This is who I am, Retired Command Sergeant Major – 27 years US Army ending 1 October 2004. Senior Executive Manager Federal Emergency Management Agency, GS 14. Working for FEMA in present capacity as Branch Chief, Congressional Liaison since August 2008. I have only one credit card until October 31, 2009. American Express Platinum. I earned 118,000.00 a year with the federal government. I receive army retirement annuity 3,000.00 monthly. I own my home, never a blemish on my credit history. I shall provide [them] with my credit report. Copies of the statement envelopes attesting that the mail was forwarded.

Charles of Sarasota, FL November 1, 2009

I have been an American Express Platinum card holder for twenty years!I've charged several thousands of dollars at a time and never missed a payment. Within the last few months I decided to short sell a rental property. Unable to keep it rented because the city is unable to rid the neighborhood of drug dealers. Anyway I'm sure AMEX has seen the unpaid mortgage but that has NEVER affected my ability to pay them. I even payed them more this past month than what was due!

Two nights ago I was out with some friends having dinner and while paying the bill my card came back "declined". I called AMEX and they said they canceled my account. They said due to recent negative activity in my credit report. I explained about the property and it would not be an issue paying them now or in the future. They did not care and very coldly ended the call. I tried to email them but when I logged in to my account,you have to do this in order to send and email, the system would not even let me write a message!

How nice to be treated this way after twenty years of paying the 450.00 a year membership fee and never missing a payment!What's funny is that I called them about a month ago to make sure my account was OK because I was about to travel internationally and they told me "Mr --- your account is in perfect order".Can you believe it? Wow what personalized service! They did not even have decency to call me me and ask what was going on or even to say my account was canceled. They just left me to be terribly embarrassed. AMEX is without a doubt the most unprofessional company that I have ever dealt with.

Luiz of Sao Paulo, Brazil October 31, 2009

I am an AMEX Platinum card holder for more than 10 years... I suggest to American Express Int'l to cancel the license they gave to BRADESCO to use their brands because they are ruining AMEX reputation in Brazil.

Bruce of Redwood City , CA October 24, 2009

Earlier this year, my wife & I were planning honeymoon trip to Moorea/Bora Bora and since I am a Amex Platinum card hold with accumulated reward points, we initiated phone conversation with an PTS agent. Soon we found that PTS could not meet our budget or specific requests for accomodations so we withdrew our requests for their services during our final phone call and went on to book with an outside travel agency who did contact Amex for our flight reservations to avail ourselves of our reward points. On our return, we found a charge totaling over 3000.00 for a stay at a hotel on Bora Bora that was totally unfamiliar to us. Certainly not the hotel where we did stay.

After some investigations we were advised that the charge on our Amex bill was for a "no show" at that hotel. We figured out that the agent at PTS who we initially had spoken with had cancelled 2 components of the travel package (a second hotel on Moorea and original flight package) but had in error negelected to cancel the hotel Le Meridian in Bora Bora. We advised PTS of this unwarranted charge and asked them to investigate and advise us when the correction was made. Instead, we have had to repeatedly call for over two months, asking for information and resolution and only in the past week have engendered some interest on the clerical level .

Five different conversations, with five different persons have resulted in being told that we have to provide proof that we cancelled the request for booking this hotel. We keep insisting that we did not confirm this package. That it had 3 components and that we are being charged for 1 component of the package, which does not make sense that someone would keep the booking of only one hotel from the entire package. It is obviously the agent's error and I am sure that there are records of the phone conversations my wife had with the agent constantly expressing her unhappiness with the tentative arrangements and price. I am sure the agent was required to keep some sort of record ot the entire package offered and refused but Amex claims that there is not such evidence.

The most disturbing element of the situations, it that in spite of numerous requests to step past the clerical level and be able to speak with someone in management who has the skills and authority to resolve this dispute fairly, we have been told there is an 72 window requirement before we can speak to someone at that level.Since each time we call we are speaking to a new person, that 72 window is endless. A very effective way to frustrate a customer so maybe they will pay up and go away.

I have sent certified mail to the CEO/Gen. Mgr of Amex Travel Services, to E,R, Manager of the generic "dispute" dept and to the general Amex customer svc ctrs, in El Paso and Ft. Lauderdale and to the day, I have only been able to speak to Celia another clerk in the "claims dept" for Amex. Another untrained clerk, who did not even advise me that we were being recorder even though I could hear the beeps. And who pretended ignorance of all the details concerning my dispute although in 3 previous voice mails I had left detailed specifics including the file number of the open dispute. Her sole job was to get me to misspeak so that they can deny the claim. She doggedly tried to put words in my mouth concerning some emails that might have been or might not have been sent to us after we had already' verbally advised the PTS agent that we would not be booking through PTS.

I have spent at least 3 days on the internet reading through volumes of complaints similar to mine regarding customers paying high fees for either the Platinum or Centurion card. I can surmise by the scope of these complaints that " there is something wrong in Denmark". To me it is almost fraud to collect these fees with a promise of better services and yet not honor the valued" customer with the simple ability to be able to speak to at least a manager when a true disput arises. Why are these managers and officers of Amex hiding from their customers? I expect, like many of other Amex customers, that I will end up in court, because I am not going to be harassed or frustrated into paying unjust charges. ending

Dave of Norcross, GA October 11, 2009

I had an American Express - Platinum Card and my credit limit was around 35,000. I was paying off my balance each month because I used it for business and I was working alot. I had the card since 2000. Last year was hard for me, so I built up a balance of about 15K. I noticed that my credit limit dropped to 25K, then to 20K and my IR increased to over 18%. I contacted them, but they stated they couldn't help because of debt-to-income ratios or high balances on other credit cards. No customer service or focus. I have never been late or missed a payment for 8 years. My payments double from 280 to about 450 and I could tell they were watching my spending. They even started calling me to verify purchases that were made. In Nov 2008, my days were cut and I was only working part time. I didn't have the money to pay all my bills, so I decided to "stop" paying them - mainly because of how I was treated and because I know they affected my credit score and other credit card companies followed them with dropping my Line if Credit. They obviously sold off my credit credit debt and one of their debt collectors called my job - so I will fight them and they will be last creditor I pay on the list!

Christopher of Stokesdale, NC September 25, 2009

I've been a AMEX cardholder for 2+ years, never a late payment, always paid double the minimum, and I have never missed a payment. Two months ago I got a letter that they were dropping my limit from 5k to 1,500 and at the time there was an 800 balance on the card. Today I logged in to pay my monthly payment and found that they have closed my account, so I called in and they gave the usual reasons, "balance too high, too many accounts, etc." My credit score is over 720 and I have never had any problems before. What a horrible way to treat responsible customers!

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