American Express レビュー 834

I had an American Express flying blue platinum card in the Netherlands for years. Paid regularly bills of several thousands euro a month. I moved to the UK, applied for a new card, referencing my other card in the application. They want more information (salary, proof of residence, god knows what). After one day, they call me to tell me to submit the information. I say I'll do it when I have time. After two more days, they call again. I say I will do it today or tomorrow. They cancel my application. What a way to treat a customer.

Excessive wait times to reach a customer service representative. I used to get straight through. They need to hire more staff.

Absolutely discusted with customer service .ive been with american express for 22 years and I needed a bit of hrlp snd support with payments for my credit card after my husband passed away and they didn't want to help .please don't use this company no compassion at all .

Terrible customer service. Everytime you speak to someone on their team, they tell you something completely different and make up timelines as they go.

I have been waiting for an important refund for more than a month now. They said it is processed on their end and every day they ask me to wait 24hours. This is ridiculous. Some agents are not very nice and seem to not bother about the complaints. Been client with them for more than 9 years now and will definitely close my account and move to a competitor,

Customer service has gone seriously downhill. Will block your card for no apparent reason, ask for statements of income etc when I have had an Amex account for probably a decade and NEVER (not once) not paid off my statement in full every month. Last year or so the service has gone completely down the toilet! I made a complaint and even got a complaint reference number only for them to not even recognise the complaint after… despite me having proof there was a reference number.

Complete mess. If you’re considering joining Amex, would avoid!

Card was constantly bombarded with fradulent transactions (never happened on cards with other companies). Customer Service reps dont help on the chat then hang up so you start again.

I have been with AMEX for many years. My wife was asked to update information re her identity. I uploaded images of her driving licence. More recently we were told her card was suspended as indentity info was needed. We tried unsuccessfully to phone on several occasions. Attempts to upload images failed as they had technical issues. Eventually another lengthy wait on the phone got us through to an operator. We had difficulty understanding her due to accent and a poor line. She sent us a link to enable us to upload an image of my wife's passport. This was not straightforward but eventually we succeeded. Bear in mind we are 78 and reasonably IT savvy. I can honestly say it was the poorest experience I have had with a financial organisation and I have had many. We wait to see if my wife's card has been reactivated. I am seriously considering dropping AMEX.

Like everyone else I’m fed up with companies using “we are experiencing an unusually high level of calls” to cover up a lack of resources in customer service. It’s frankly disingenuous and shoddy.

After a confirmed manufacturing fault on a 6 month old piece of furniture, plus problems with a retailer, I requested that AMEX initiate a s75 claim. Some time later, I received a letter indicating they had denied my claim due to the time lapse between purchase and complaint.

In the interim period, I had thankfully resolved this with the retailer.

However, the response from AMEX was inadequate and misleading. Whilst there is a time limit on chargebacks, there is no absolute timelimit on s75 claims. This is a legal protection, not the card issuer doing the customer a favour!

Going forwards, I do hope they will re-consider misleading customers in this manner.

Horrible customer service stay away unless you want useless service and no assistance. They’ve created this false reputation of offering the best customer service but it’s misleading - other banks actually try and work with their customers to resolve issues but Amex don’t care at all.

I recently was refunded for a large purchase of almost £3,000.00 by a shop.
I have asked Amex to transfer the credit balance to my bank account. When I first bought the item, I paid my credit card balance from my bank account, so this is 'real money' that belongs to me.
Yet Amex, a week later, still has not paid the money to me. They initially asked for documents, etc, which I provided. I had to phone them again, and they again promised me the refund, but nothing arrived.
They also emailed on day 7 saying it had been done, when it hasn't.
It is unacceptable to keep my money for so long. The main UK bank I use always credits me within minutes of me asking, when a similar situation arises.

Update: Day 10 and still no refund. I will use the remaining credit and cancel my Amex.

Wife and I have used our 2 joint cards for over 23 years. She has been getting requests for AML (Anti-Money Laundering) checks and they wanted her to upload her ID photos onto their online portal. But because I was not asked, she ignored it. Now her card is suspended. Who do you think she was for the last 23 years? Those transactions in supermarkets are not some money laundering trick. Idiots! That's fine, we will just use our Mastercards now.
Bye Amex.

American Express are the absolute best for credit cards. By far the best customer service I have ever experienced!! Highly recommended!

Very poor customer service after an issue with my latest bill. Really made their true colours show. Disappointed and surprised at how loyal customers are treated.

I have been a loyal customer for years. I recommended Amex to friends and family.

Then last week I got a call from someone saying she's in the fraud team. I told her I cannot speak on the phone and that I have my card and no unusual charges - so no fraud. She hanged up on me. Then I had calls from that same number every night for a week. Having already explained to them I CANNOT SPEAK ON THE PHONE - I didnt answer.

Now I discovered my card has been restricted by the fraud team. I tried to reach them on the chat but was told I have to call the fraud team cos no one can unrestrict my card.

I explained i cannot call. I have a mental disability so if I say I cannot speak on the phone then it means I cannot do it... so they said nothing can be done.

This is DISCRIMINATION. It is ILLEGAL. And obviously very poor customer service.

STAY WELL AWAY from this company.

Amex UK: Failed fraud investigation for USD transaction (Ref: D-92200946)

Review:
I am appalled by the lack of protection from American Express UK regarding an unauthorized transaction on 10 January 2026. A charge for £13.81 (originally processed in USD) appeared from "NordVPN London"—a service I have never used and a transaction I absolutely did not make.

Despite reporting this immediately, Amex UK sent a letter (dated 19 Feb) under Ref: D-92200946 stating their "investigation" concluded I am responsible. They have provided zero proof to back this up. They haven't shown a linked email address, an IP address, or any merchant validation that proves I authorized a USD payment to this company.

It is deeply concerning that a "premium" UK bank would rather force a customer to pay for a fraudulent foreign currency charge than actually perform a transparent investigation. I am now escalating this to the Financial Ombudsman Service as Amex UK has failed in its duty to protect my account.

Update on 5th March 2026

I recently had a very frustrating experience with a transaction dispute (Ref: D-92200946). A charge appeared on my statement as 'NordVPN,' which I knew I hadn't purchased. When I disputed it, Amex 'investigated' and insisted the charge was valid and definitely for NordVPN.

It was only after I did the work myself and contacted the merchant that I discovered the charge was actually for Saily (an eSIM provider). Because Amex uses vague or incorrect merchant descriptors and failed to clarify which specific service was being billed during their investigation, I was completely misled.

Amex’s dispute process lacks the detail necessary to help customers distinguish between sister companies under the same parent brand. I almost filed a formal complaint with the Ombudsman due to the lack of clarity provided by the Amex fraud team.

Horrible Service experience after being with them for over 10 years and paying a premium fee when there is an issue with the card or the service these guys are always non cooperative
Finally decided to leave them - there are plenty of other companies offering better service as fraction of the cost

My colleague called their support center to help a merchant who is struggling to get their terminal set up to accept AMEX payments.
Customer support didn't give any name and was very abrasive with my colleague. They kept talking over her and going off on tangents not letting her actually ask the questions that she needed answering before jumping in. Was told that they have a "high level view" of things so wouldn't be able to see websites but the PAX store does "Talk to them" After being given the terminal ID numbers the immediate response was that they couldn't see the terminals and that they wouldn't be able to see them anyway and the only thing he said was that is wasn't their fault and we needed to wipe the terminal data and give it to someone else at the terminal support to set up as the original person probably coded it with a wrong number.
After having this guy talking over her and belittling her my colleague was thanking him for his time on the phone when he hung up on her mid sentence.
Very unprofessional and rude.

Was given an offer through the post for a card upgrade , which I was happy to pay for - but by the time I’d contacted them (day after receiving offer) the offer had expired