American Express Company Corporate Office & Headquarters

I admire American Express as a company, and as a brand. I think reputation is important in business as it is in life. I was recently disappointed by American Expresses failure to follow through with a promise they made with one of their products. After trying for over a year to get the situation resolved, American Express failed to follow through. This has been a great disappointment to me. Reputations only last if you live up to them with your actions.

Without belaboring the details, AMEX sold me two airline tickets for my brother and mother to attend a family wedding in Hawaii using rewards points. The translation between points and dollars is incredibly low but I wanted the tickets and did not otherwise need my 200,000 points. I also purchased trip cancellation insurance. That was just another way for AMEX to collect more money. When my brother got ill at the last minute, AMEX was unwilling to help me get a replacement ticket for a traveling companion for my 84 year old mother. It cost me an additional $1,200 for the third ticket and the insurance claim was denied. I did not get my points back but was told that I could use the American Airlines ticket within 12 months from purchase. Guess what? That is the policy of American Airlines. In other words, AMEX took close to 200,000 rewards points and close to $200 for travel insurance. I ended up with 1 ticket and paid another $1,200 for my mother's traveling companion. The rudeness and unwillingness of the Customer Service representatives to assist in any way, much less honor their insurance policy will ensure that I cancel my account. The insurance coverage has been construed not to apply to virtually every situation where one would expect it to apply. It is just another way to line the pockets at AMEX without any benefit to the customer.

Do not use their services! I signed up for a prepaid card and have had non stop problems since I got it. I signed up for direct deposit and now I have no access to my money. Amex isn't accepted everywhere, so I've paid over 20$ in ATM fees just this week. You can't use your card as debit and get cash back, and an extended hold was put on my card for a purchase that was authorized but I cancelled, so I have to wait 8 days now for my $250 to be credited. Ive been back and forth with different custoemr service reps and they all tell me different stories. In the end, no one can release my money until that 8th day. I will never ever use or recommend amex to anyone.

I have been on hold for 50 minutes waiting for an American Express Gift Card Customer Service representative to come on the line but so far no good. The regular Customer Service representative said it shouln't be a long wait. I'm cutting up my Amex card and getting a Visa card. At least Visa Customer Service representatives take care of their customers. American Express doesn't care about its customers. Well Amex you know what you can do with your card!!!!!

piease bring customer service back to America. India is no a place to handle our business. communication is very difficult and understanding of just how frustrating it is when someone keeps placing you on hold and not giving any resolve to the problem. All i wanted was a pass card fro my baby's birthday, which was last month

I thought my experience was unique, but after reading some of these postings, I am shocked that the company I have been loyal to for 15 years is this terrible. I, too, had my gold amex card rejected by the amex gift card division. Yes, the card I charge $15-20,000 per month anywhere in the world was rejected by it's own issuer: American Express! Further, I have spent days trying to rectify buying amex gift cards online and only spoke to call centers that could barely communicate with me. After spending over 15 hours on this debacle, I called AMEX to let them know to cancel my card and the representative reminded me that the points I have will expire at midnight if I cancel my card. WOW! American Express, you have really dropped the ball on this one. I have cut up my card and will be divesting from all my financial investments in your company. If enough of us do this, maybe then they will listen to their customers.

Trying to setup online access to my account and the representative actually gave me access to someone else online information. Viewing all accounts and balances. Companies please bring customer service back to the USA.

For the past hour I have been trying to purchased a gift card on line. I was transfer to several numbers and no one was able to help me. In such a dire economy I can not belive American Express would turn down the opportunity to make money. The reason why I am writing this email I would like headquarters to know the employees who are servicing their customers. I have been a member of American Express since 1985 and I cannot belive the shabby service I received over the telphone and on line. Since my request was fruitless I deceided to go with a personal check instead.

I think amex is having financial problems. The prepaid department is a rip off. Long wait times. Rude people and your money does not post on time. I am going to alert the FBI to them.

I have been Amex customer for many years and have never delayed any payment. This time, I am very very very disapointed and upset with Amex who quoted me a foreign exchange rate on the phone different from the one I was billed. Last Oct. while I was shopping in china, I decided to call Amex to find out the exchange rate if I pay via Amex card since the products were quite expensive. I was quoted about $7,833.00 converted from Y59,000.00 by Amex. Based on this exchange rate, I decided to purchase products at the shop as well as products from other shops by using Amex card. later I received a bill statement on which it shows about $9,260.00=Y59,000.00. I called Amex on this discrepancy. Two Amex reps adimited that the $7833.00 was written on the records and then calculated the diputed amount for me, which is about $2500.00 based on the quote $7,833.00=Y59,000.00 give by Amex last Oct. Disappointely I had to re-open the dispute case for 3, 4 times, and have written several letters to explain that I would not have bought the products and I would not have used Amex card to pay additional products if Amex quoted me the exchange rate was $9260.00 converted from Y59,000.00. Amex told me that Amex could not do anything since I had the products. Amex closed the case again. I feel I am being forced to pay more in fees, fees that could have been avoided; feel I am being taken advantage by Amex.

Mr. Chenault, This should actually be 0 stars because AmEx once more is proving their inability to resolve problems and I would know about problem resolution as I am the CXO for a healthcare organization. The problem: I am being PENALIZED by AmEx for a payment arriving TOO EARLY. Yes you read that correctly. Your company is penalizing me for a payment, and I don't make minimum payments, that arrived the same day as the billing cycle closed. This 'reason' in itself is interesting because looking at previous bills, the closing date has usually been the 12th of the month but for some reason, August 2012 the closing date was the 13th, the same day my payment arrived for the next billing cycle. According to the 5 people I have spoken to, NO ONE can apply the payment to the intended billing cycle, which tells me your company either has policies in place that prevent your employees from correcting issues or you have an IT system that prevents this. Either way, your company PENALIZES people who make early payments. which says a lot about the culture of your company and how American Express is more focused on profit and shareholders than the customers. I know you will probably never see this as it is apparent from being transferred multiple times that your company is set up to prevent all customers from connecting to anyone in management and as this website states "this is not to be used to contact American Express". It just confirms that your company does not want to hear from customers or correct problems. I am sure there is a team who will make sure the letter I am sending does not get to you either. I will do everything I can to ensure people understand your company's policy for penalizing customers who pay their bills early. Keith Boyle

I have had an American Express Card for I don't know how long and I have been a big fan of this card. In August 2012 I was away and when I returned I had to have my payment in by the 14th. I mailed my payment (in full as I always do) and didn't think about it because I knew it would be post dated by August 14th. It is my understanding that even the IRS accepts that ALL returns with the postage date of April 15th....ARE ON TIME...hence, due date. My payment was posted on August 16th and therefore I not only was charged a late fee but I was also charged interest on my bill. When I called thinking that since I have NEVER been late on a payment and technically I still wasn't, that as a COURTESY the late fee $25 would be canceled and I would be a very happy customer. NOPE, I was told that the in effect the due date is not really the due date I should mail my payment about the week before the due date. This is absurd and probably unethical. I received no satisfaction and am now going to close my account. One by one you are alienating all the "little" people but eventually all of us add up to a very "BIG" number. There are other cards out there and they are as good and if there is customer service they are better than American Express. I see by this site that I am far from alone on my feelings about your lack of customer service. Also, just because your representative repeats and repeats the same words over and over it doesn't make your policy right. And the reps sound like robots with a script they are reading. Glad to go to Discover and Visa....

I AM THINKING OF CANCELLING MY GOLD CARD AS MY HUSBAND JUST PASSED AWAY AND THEY WOULD NOT SEND ME A NEW CARD BECAUSE I AM STAYING IN CALIFORNIA FOR THE SUMMER AND THEY WANTED ME TO SHOW PROOF OF ADDRESS!!! I WILL BE RETUNING TO NEW YORK IN SEPTEMBER. MOST OF OUR AUTOMATIC RENEWABLE BILLS ARE PAID THROUGH AMERICAN EXPRESS AND THEY WOULD NOT ALLOW ME TO KEEP MY NUMBER AND TRANSFER THE PAYMENTS TO MY EXISTING CARE. THEY INSIST THAT I GET NEW NUMBERS. WHAT A WAY TO TREAT SOMEONE WHO HAS SUFFERED SUCH A TREMENDOUS LOSS. ALSO I WAS HUNG UP ON BY A WOMAN NAMED SUSAN. I FILED A COMPLAINT AND WILL NOW WRITE A LETTER AND CALL THEIR CORPORATE HEADQUARTERS!!!

As a 30 year card member of American Express, I have believed the platinum card would be beneficial for international travel, and upgraded my gold card to platinum......However the most recent trip turned into a nightmare a la American Express Platinum. Several years ago, I had a platinum card and planned trips using the card, including trips to Europe, Japan, and Australia. I have several issues that I would like to bring to your attention. American Express was aware that I was going to be out of the country in Africa for two weeks, as I had notified several departments. I made my travel arrangements through American Express Platinum travel and concierge, contacted Global Assist, in addition to notifying the number on the back of the card to inform them that I would be traveling to Africa. American Express never notified me there was a fraud alert on my card. I did not receive an email or call on my cell or hotel. I was in Africa and the card was used numerous times in Great Britain, the day I left on my trip.....I could not check out of my hotel because of the fraud alert. I was transferred to a call center in New Delhi that had NO information on the situation and could NOT help me. They said that I would have to wait 6 hours until the fraud center was open in the states. It was extremely embarrassing, as the owner of the hotel was there to see us off, and I was holding up the entire transfer to the airport. I could not get a replacement card  sent to me in Africa. Yet, after they cancelled the card for fraud.... during the first week of our trip, I was informed American Express sent my new card to a company in Trinidad. Trinidad? Really? I want to know how an Amex employee sent a card to Trinidad when my account was closed for fraud. I want to know what personal questions were they asked of this person? Either it was an inside job or someone had my personal information. I spent two days of my vacation and hundreds of dollars on phone calls trying to find out what was going on, and I still have no answers. After the eleventh call, the person on the phone asked me why I didn’t call collect.....My question is, why did it take eleven calls for one of the American Express employees/supervisors to suggest that I could make international calls to American Express collect? In addition to this disaster, I am disappointed in several other service issues with American Express Platinum travel and concierge regarding this trip. As a past platinum card member, I do not remember having such a host of problems with multiple departments. American Express Platinum has a business class companion ticket program, which I have used in the past. However, I was shocked that American Express is charging twice the going rate for a business ticket and stating that you are including a companion ticket. Lets be honest, you are charging face value for both business class tickets, and saying that you are including a companion ticket. Amex quoted over $12,000. for one business class ticket, yet the popular going rate was between $5,000. and $7,000. I paid $6,000. for an unrestricted Business Class ticket, flying in into one city and out of another and changing planes through two different cities. At the time I made my reservation, I could not even find a business class ticket for $12,000. This is very deceptive on the part of American Express. I believe that it is called “Bait and Switch”. I called Amex concierge on a Thursday and they could not get back to me before the following Wednesday. I asked why it would take so long, and he said that he was off, the places were closed on the weekend, and they needed time for research.....I received an email Wednesday stating they would get back to me by Friday, literally days prior to my trip on Tuesday. Contacting me Friday meant that it was the weekend again, and they would be unable to help me again. I received several emails with a lot of fluff, little information. We were spending the day in Paris. I specifically asked Kevin to locate the lockers in De Gaul in relation to our gate. His response was there were lockers everywhere, we could ask someone when we arrived. This is infact NOT the case. The luggage storage is by the train station, we wasted over 1 1/2 hours asking/looking for the baggage storage. This was a totally unnecessary waste of time, since we assumed the information which we received form concierge to be accurate, which it was NOT. I asked for lunch recommendations for Paris, and a reservation, which I never received any feedback from concierge...... The people that I spoke with were very nice, but not very helpful. This is not the Amex platinum that I remember....

That's beautiful. You should send it to one of the weather channels or Arizona Highways. July 10 at 9:30pm · Like Debo Blue It would be even more beautiful if you and I were gazing at the sunset together. Hum? July 10 at 9:31pm · Like Sargant Gonzalez Yes it would Debo! Bottle of wine, holding hands. Oh wait, that would violate the restraining order: ( July 10 at 9:39pm · Like Debo Blue Sarge, how long are you going to play these silly games? You're not getting any younger, and I'm only going to get more desperate. July 10 at 9:44pm · Like Sargant Gonzalez As long as the court order is in force I suppose. Until then, I'll keep checking my rearview mirror for a scion box : ) July 10 at 9:50pm · Like Debo Blue Sargant, one day you're gonna be bald and toothless. And I'll still want you! July 10 at 9:54pm · Like Deborah colman..american express manager conversation on face book... Debo Blue All kidding aside, I'm having a party this Saturday. You're welcome to come. July 10 at 9:55pm · Like Sargant Gonzalez Party huh? What's the occasion? July 10 at 9:57pm · Like Debo Blue For me. Birthday. Some of the old gang may be there. 7/14. Comfort Inn. Freeway & Union Hills. Bring a date and I'm scratching her eyes out. July 11 at 6:20am · Like

FOR THREE WEEKS I TRIED REDEEMING MY AMEX REWARDS POINTS. FIRST THEY CUT THE DOLLAR AMOUNT POINTS ARE WORTH. THEN THEY RAISED THE POINTS NEEDED TO REDEEM FOR A REWARD. I HAVE A PLATINUM CARD, GOLD CARD, OPTIMA CARD AND MANY OTHERS. ALL USED FOR DIFFERENT REASONS. THE PEOPLE THAT THEY HAVE HANDLING CUSTOMER SERVICE ARE DUMB AS WOOD. ONE TELLS YOU IT'S OKAY TO DO A REDEMPTION FOR TRAVEL CHEQUES, ANOTHER TELLS YOU NO YOU CAN'T. FINALLY FOUND A REP THAT AGREED WITH ME AND THEN TRIED TELLING ME AMEX DIDN'T HAVE ANY TRAVEL CHEQUES IN STOCK AND I WOULD HAVE TO CALL BACK EVERY DAY UNTIL THEY WERE IN STOCK. AMEX NO HAVING CHEQUES IN STOCK IS LIKE US NOT HAVING AIR TO BREATHE. DO THEY REALLY THINK THE CONSUMER IS THAT DUMB? THE REPS ARE TOO DUMB TO THINK THESE EXCUSES UP SO YOU MUST ASSUME THERE COMING DOWN FROM HIGHER UP THE CORPORATE LADDER. YES AMEX IS VERY PROFITABLE BUT NOT FROM THEIR CARD DIVISION. CAPITAL ONE BANK IS THE BEST CARD TO HAVE AND THE BEST CUSTOMER SERVICE. MAYBE ONE OF THE HIGHER UPS SHOULD GET ONE AND LEARN FROM THEM. I INTEND TO CLOSE ALMOST ALL MY AMEX ACCOUNTS AND DEMAND A REFUND ON THE UNUSED PORTION OF MY ANNUAL MEMBERSHIP FEES. CAN'T WAIT FOR A REP TO TELL ME THEY DON'T HAVE A CHECKBOOK WITH CHECKS IN IT TO MAKE THE REFUNDS.

I would like to share my story of American Express Corporation after being a loyal gold card member for the past 26 years. Over the past few years due to the down economy and my wife being laid off, we have been very conservative with our expenses, and not willing to take on any additional debt. Yesterday when I tried to use my gold card account, I was told my card is being delined. Not understanding why, I called the company and found out they cancelled my accound due to "inactivity" I was told. Back in 2010, without them notifying they just cancelled my account after 26 years. "Mr. Kaldenberg, this is no reflection of you, or harm to your credit, we cancel many accounts when people don't use their card for an extended period." I explained to the representatives (I spoke to 3 different ones) do you really expect me to inccur increased credit care debt with this unstable economy. The American Experss Corporation had no problems taking my $75.00 annual fee for the past 26 years which I thought entitled me to use my card when necessary. I guess I was wrong because at a time when I did need it I found out it was cancelled 2 years prior without my knowledge or any communiactions from American Express. What I really find interesting and funny regardless of their poor practices is about every 6 months I get the pre-approved black envelop from them in the mail wanting me to take on their american Express "Black Card". I find this so ironic and never given it much thought until yesterday, they cancelled by gold card for inactivity after 28 years. Opps I stand corrected 26 years, they cancelled me 2 years ago, and now invite me to take on a higher prestige credit card and the services it provides with higher annual fees carry it in my wallet. What outstanding customer service and a way to thank someone who has been faithfully with you for over 28 years Chris.

I have been completely ripped off by American Express and will warn any and all vendors of what happened to me. Do not worry, I am in the process of filing a class action lawsuit against this company for what they did to me and several others I have found (15) total so far. They authorized a large charge back WITHOUT my knowledge and then called me a month later to collect the amount from me??? I explained to them that they authorized a charge back that I never receive notification for. BY law, you are supposed to have time to dispute any and all charge backs as a vendor. This did not happen and they are inisistently trying to collect from my company even though they charged the amount back without my knowledge, therefore not giving me a chance to dispute it. I explained this in detail to American Express and even emailed the Corporate Officers. All they did ios have their attorney email me and never did actually address is with any of their principles. They recently sent me a final notice letter which I am actually keeping for court. I invite any and all merchants this has happened to to email me at john@marriottjohnson.com and I will HAPPILY add you to this law suit. I demand that companies that practice this type of business be STOPPED immediately. It is not only unethical, but illegal. I am beyond furious with American Express and refuse to ever work with them again under any capacity. They will completely screw their vendors just to appease a card holder. I even have three taped conversations with their representatives stating that even know they KNOW I never received notice, the fact that they sent a letter was sufficient and I am responsible to pay the charge back amount. The letter was not received in time to dispute it, nor was it sent certified. NO calls were made to myself or my business partner prior to the charge back and the charge back was completely preauthorized and actually completely bogus because the client who charged it back received all goods and services our company provided. American Express made a huge mistake by charging this back and than looked to me, who unfortunately for them, has a background in collections and credit cards and know the laws associated with both very well - Looked to me to pay for their mistake. Please do notify me if you are a merchant this has happened to. The more merchants we collect, the stronger our case against this company will be.

I must say I try to be objective with everything that goes on with my life and all my accounts... That being said I have Amex Platinum that has no spending limit and when I received my credit report from Experian in the line of credit section is say not reported. I spoke to a Rep from Experian and they said that Amex is hurting your credit score because they are not reporting that is says unlimited. When I called amex they game me a # 800-874-2717 which is an outsource to India. I must say that the Rep was very unprofessional and could not explain anything that would help me understand the above mention said. I called Amex Corporate office in NY City 212-640-2000 and I was told that they do not speak to any account holders but I could E-Mail the Chairman who's associates would then respond. I know my E-mail would just be referred to an associate from Customer services anyway so why waste time. I pay $450.00 a year to have this card and I must say I am so very sorry I ever applied for a Platinum with Amex. I have another Amex card that's an SPG card which I love and it does give me free nights stay's at any SPG resorts which me and my wife stayed in Maui for only $26.00 a night to cover the tax only. I will end my account with Platinum when my year is up for the new year of service. I hope that this comment will help others take pause when they apply for the Amex Platinum!

I used my AMEX card to join Direct Buy (scam, don't ever join). I had to wait 3 days to get access to Direct Buy site and then found that items that were promised were not available. I cancelled Direct Buy and contacted Amex. Direct Buy would not allow cancellation even though I never used the site and they lied about offerings. Amex would not assist with the dispute and is forcing me to pay $5,000 for a scam service. I cut up our cards and will not pay the $5k. Amex can go to hell. They do not look out for the customer at all. I wished I had used my discover card. They care.