American Express Reviews 

Support has really declined lately

Used to be a Platinum member. And it was great. Perks were good, points etc were good. No issues. And then in the last 2 years teh support has dropped off a cliff. I've had 2 fraudulent experiences on my card, and have had to fight to a them to be refunded, and escalated both to the ombudsman...and won both. It's crazy. I don't know what's happened, but I've now left the amex ecosystem and other competitors offer similar points at a lower price.

My experience with American Express Travel has been extremely disappointing.

After being told that accommodation I had booked through Amex Travel was no longer available, I followed their instructions and used their Self-Serve relocation option. I booked and paid for replacement accommodation myself and provided all the documentation they requested.

The problem should have been straightforward. Instead, Amex initially calculated the reimbursement for only one of the two villas I had booked and paid for. I immediately pointed this out and provided the booking confirmation, invoice, card payment evidence and a full breakdown.

What followed was months of chasing, repeated explanations and generic “still under review” updates, despite Amex confirming that they had received the information and never asking me for anything further. Eventually I had to raise a formal complaint simply to try to get meaningful communication and resolution.

Mistakes happen. What is far harder to understand is why correcting such an obvious reimbursement error became such a prolonged and frustrating process.

I expected considerably better from American Express, particularly when booking travel directly through them.

P.S. The holiday was lovely. The Amex Travel experience was not.

We got refused by Amex few times regarding the dispute, the goods we were ordered not get delivered and merchant are not able to contact, the Amex keep refusing the dispute with the reason about the information provided are not enough for their investigation, but we have provide all we had. Ridiculously Amex never tried to reach out to the merchant to investigate this order, fully unprofessional Amex dispute team, they simply do nothing and get paid every month, shame on it.

Advice to anyone do not apply .
This company should be removed from the uk.

Cannot login with Firefox! I use the latest release of firefox an the login just cycles, even in Firefox troubleshooting mode, customer service raises issue then does nothing.

If there was 0 stars Amex would have this! The bank for some reason did not send the payment on the chosen day so this meant we went 1 day over! Amex charged us £323 interest!! 😡 we contacted the customer services on the chat and was told there was nothing they could do! That’s it now…. We will never use Amex again! Absolutely disgusting service!

My card was stolen, and before I was able to report it stolen in the app, someone used it to make a purchase at a shop.

I tried to dispute the charge as soon as I became aware of it on the same day, which had to be done by phone. However, I was told I'd have to wait until it was no longer pending. I waited. Once it was no longer pending, I tried to dispute it in the app but was directed to the website. I finally was able to submit the dispute explaining why it was not a valid charge, explaining that my card was stolen.

I received an email a few days later saying they were declining the dispute, citing evidence that the card was used at the merchant. Mind you, that was never in question.

I've now reopened the dispute and also chatted with customer service (who was helpful at least). Apparently, if you have a charge made on a stolen card, what you're supposed to do is call some other number to challenge it (and your only option is to call). You're not supposed to use the charge dispute functionality, despite the fact that you are disputing a charge.

It's shocking how dysfunctional this is. I had a few other cards stolen at the same time, and one company proactively prompted me to check whether recent charges were valid or not as soon as I reported it. There is absolutely no need for this convoluted process. It is completely on American Express that their user experience is this poor, and it really is poor to the point of feeling malicious. It's bad enough getting your card stolen, why make it so hard to dispute the obvious outcome of having it stolen?

To their credit though, I will say that they did replace my card faster than any other provider, and I was able to use it right away in Apple Pay.

American Express has provided me with the worst service I have ever received from a financial institution. So unprofessional, complete lack of care, the agents do not even include their names on the correspondence. I waited for weeks for a reply - only to receive one that’s not even relevant to my query, which shows the person replying did not even read it. Yet they were happy to take £129 from my account to pay a scammer. Absolutely disgusting. I have been trying to claim my money back via Chargeback or Section 75 for over a year. I even lodged a complaint against AMEX with the Financial Ombudsman - still nothing. Everyone is siding with the Chinese scam website, and I am left without money and without the products that I bought. So-so sick of this, I just do not know what to do anymore. Credit card companies have a responsibility to protect their customers from fraud, but not American Express, apparently.

IF YOU have an American Express Centurion card-and feel that their increased fees of £3400 is value for money think again-there are far better concierge services and discount travel agents around for example -their Eurostar fares are more expensive than going on line and booking direct or more expensive than UBER-but they say that there is no spending limit on a Centurion Card do not be fooled. I was caught short a very close friend needed a lot of money quickly because he had recently suffered from a heart attack-so i put a lot of money on my card-thinking nothing more of it. But i needed to visit a country to maintain my residency and also get some money to pay bills but i received a notification via a security system to enter my number which I did. So I finished my work late at night then got a taxi from to the airport- another £100 down the drain- only to find that when i got to the airport that the air ticket had gone up by £500-I thought nothing more-and said that I would argue later-so they then asked me to put my card in the machine-and it was declined-I was shocked-so we tried again-still no luck-so i had to come home another £120 down the drain in a taxi-so i now had to pay cancellation fees to the hotel as I was a no show at the hotel so another £2500 down the drain-I assumed that this was just a mistake so spoke to American Express-I have only been with them for 34 years without a hitch-they were non apologetic and arrogant- they then said that i was over my spending limit I asked them to look further into my transactions-they included £10,000 that I was in dispute over -which were not my charges-then there was the large transaction-that I helped a friend with-i asked the supervisor to google the hospital which he did and asked what their speciality was-he did not know-must be one of the few people who does not know of the hospital -and i asked him to tell me their speciality he responded i dont know-he either is not old enough or does not know how to use google but it says expertise in lung and heart operations-and my friend had suffered a heart attack and was in danger of having another-so because i helped a friend who needed help and was going to repay me when he gets out of hospital so i used my Centurion Card-thinking nothing of it so on Wednesday night I used my card to buy an air ticket-which was completed by a security check-and thought nothing more.
But when I went to the airport my card was rejected and turned down with the result my trip to where i was going i could no longer go. I only had until the close of business on Friday to have my Board meeting and file my appropriate paperwork or I face a fine of $50k.
So after I had calmed down-i called Amex Centurion Services-who were non apologetic said that i had reached my spending limit-due to them including the disputed charges and the substantial amount I had charged to a Hospital-so I asked to speak to a supervisor-I asked why did no one bother to telephone me-surely after 34 years of membership they would do that-but today computers rule the roost-so think again about the value of the membership-after this review i have no doubt that Amex will cancel my subscription but their behaviour is unforgiveable-I also have a BA Premium Plus Card with another £300 annual management fee -they have just reduced their points they offer on BA tickets from 3 points to 1.25 ie a 42 per cent reduction and a reduction from 1.5 to 1.25 for general purchases-but no reduction to their annual management fees-so come on other companies here is your chance to topple what was the premier card company in charge and credit cards to own-just to be an also ran card living on their past reputation- so someone should grab the opportunity and take advantage of a company rapidly going downhill and believing the inertia with customers to move -they will just go on a slippery path downhill .So AMEX have lost the plot pretty rapidly and customers should vote with their feet,

Hidden Subscription Trap – Please Avoid Files Editor
Extremely disappointed with American express

Files Editor uses misleading billing practices. They charge a small £1 fee for a “one‑time” edit or download, but the fine print quietly signs you up for a recurring monthly subscription of around £45–£50. This is not clearly shown at checkout.

I fell into this trap and was charged even after cancelling during the pending stage. Their support ignored my messages, and the whole setup feels designed to catch people out.

What disappoints me most is American Express. I’ve been with Amex for nearly two decades, and I expected better protection. Despite the misleading nature of this subscription, they refused to help and reinstated the charge after initially refunding it.

I’m writing this review to warn others. Avoid Files Editor completely, and if you’ve already signed up, cancel immediately and contact your bank to block further charges.

Updated Review – No Response to Reference Email
After my initial review, Files Editor asked me to contact their “customer success team” using a special email and reference number. I did exactly as requested. It has now been several days, and I have received no reply at all — not even an acknowledgement.

This confirms the pattern: hidden subscription fees, unclear billing, and no meaningful customer support. I cancelled during the pending stage yet was still charged. Their support channels appear to be non‑functional or deliberately unresponsive.

I have been with American Express for nearly two decades, and I am disappointed they refused to help despite the misleading nature of this subscription. I expected better protection after so many years.

I am updating my review to reflect the full experience and closing this chapter.
My advice remains the same: avoid Files Editor completely.

They blocked my business Amex because I had failed to respond to their emails requesting information about the business. No body ever called me and they just suspended my service. I have used Amex for over 10 years. Shameful and appaling service!

Probably the worse and most incompetent customer service I’ve ever had. The so called professional agents don’t have a clue and I had to keep them right on processing of payments and time scales, they are verging on racism too. Avoid . Their fees are through the roof too with many many merchants refusing accept the cards.

As far as big banks go, AMEX has a very well laid out and easy to use app. Getting to a real person via their customer support chat is quick and easy.

I got a new Amexcard & registered it ringing there customer services & when I tried to use first time in a large supermarket using my pin several times it did not work as the first time you can not use contactless.
I have had Amexcards & other credit cards in the past & not experienced this problem so I found the experience very disappointing.
I did raise with customer services department to make sure I can use next time & I was unhappy with the experience , they were very useless & very unhelpful they blamed the large Supermarket but it’s a coincidence it’s a new Amex Card & I tried to use first time, I do not believe there nonsense it’s obviously they did not activate my card properly but instead they lie to me instead of apologising for there failures.i feel the customer services have really become terrible & they no longer care about there customers. A lot of reviews are very negative it seems that there customer services generally side with the merchant & if you have any problems with your card they will deny responsibility & could not care less.
Amex used to be a good company but now they are terrible & deliver terrible customer services if you experience a problem which really is not what you want if you are loyal customer. I personally feel having a customer services department here is a waste of time as they are very useless & unproductive they give false hope of assistance & only aggravate your complaint by not listening or believing there loyal customers just treating them in negative condescending manner.

Overall, onboarding is smooth, but don't be misled by the user interface. It is designed to steer you into paying interest.
High prominence is given to cashback earnings and the "minimum payment" required to avoid late fees.

However, the app does very little to clearly flag the high interest charges that kick in if you don't pay off the full balance. They prominently display your "Available Credit," giving a false sense of security, even though carrying any balance below that limit incurs heavy interest.

When you raise this, customer service just falls back on "it's all in the Terms & Conditions." While that may be legally true, the app's UX is genuinely misleading. You have to spend significant time scrutinizing your monthly statements just to make sure you aren't caught off guard.

For me, the effort and time required to constantly monitor and manage this card far outweigh the benefits of the cashback. Not worth the hassle. Sayonara!

I would give a minus if I could!

I am extremely disappointed with American Express and the way they have handled my Section 75 claim.

I initially raised a Section 75 dispute regarding a faulty car that I purchased using my American Express credit card. To make matters worse, I had actually submitted the claim a month earlier, but American Express completely ignored it. I was forced to make a formal complaint before they finally opened the case.

Nearly six months passed with no update. During that time, I repeatedly contacted American Express requesting updates, but my enquiries were largely ignored and the claim appeared to go nowhere.

As a result, I escalated my complaint to the Financial Ombudsman Service, which upheld my complaint against American Express. Rather than accepting the outcome, American Express chose to challenge the Ombudsman's decision. Ina nutshell the ombudsman held it was an unreasonable long time to just sit on a S75 claim due to staff shortage. No investigation at all for near 6 months!

Remarkably, only days after the Ombudsman's verdict, American Express finally investigated the Section 75 claim. Unsurprisingly, they rejected it. In my view, they failed to properly consider the evidence I provided and reached their decision without giving fair weight to the facts of the case.

I have been an American Express customer for many years, and this is the first time I have ever needed to make a Section 75 claim. The experience has been frustrating, time-consuming, and extremely disappointing. I now have to return to the Financial Ombudsman to continue pursuing the matter.

Based on my experience, I cannot recommend American Express. Once this issue is finally resolved, I intend to close my account. Their handling of both the complaint and the Section 75 claim has been wholly unacceptable.

trying to change password but at 88 poor on technology and customer service did not help

AMERICAN EXPRESS. what has become of this once great card provider. I joined in 2017 and upgraded to the platinum card a few years later. No problems at all. The n December 2025. Booked a hotel via booking.Com. Hotel was the Hilton at 5 stars(ha ha ha). Place was falling down. Given the wrong grade of room as hotel gave my superior room to someone else and placed me a disabled person into a substandard faulty room which was not available to book on website. No grab rails or any assistance for disabled person in this room. Hilton stated your contract with booking. Com and not us. Booking did not want to know. Go to Amex and what followed is 8 months up to now of dealing with a firm that simply could not care less. Opened my dispute 20 times and every time I'm dismissed for the most ridiculous reasons like " we dismiss all complaints made on a Friday" or "we dismiss all complaints when it's raining". Utter farce of a company.

Wow, AMEX are rapidly becoming the worst financial service provider we have ever dealt with. Shame that they were so good for the first 20 years that we were customers, now things have gone totally pear-shaped for them, and we are left to deal with a bunch of retarded incapable lazy unhelpful idiots. Have had a card for years, always been useful, now we suddenly get some random request asking me to prove that I am who I really am, that I own the company I have always owned, and that i still live at the same house I have lived at for 25years. Clearly they are worried that i have suddenly become a drug dealer, an arms dealer, a best mate of Putin, or maybe a terrorist. Nobody picks up the phone to ask for clarification on any unclear items, they simply send another email, and a form which would be easy to understand if I was a corporate lawyer and not simply the owner of a small business. In the meantime of course, my card is frozen and all my subscriptions, regular payments, hotel bookings and other stuff are going haywire. What a ridiculous fiasco

My card got defrauded a couple of months ago and Amex let through three charges before alerting me to potential fraud. I told them the charges were fraudulent and they took them off my statement and sent me a new card. Two months later, they reinstated one of the charges without any explanation and I was promised call backs from the specialist team for two weeks, eventually somebody from customer services tried to put me through directly but was told I was never promised a call back and that they would not discuss this reinstated fraudulent charge with me. I am very disappointed with how all of this has been handled, awaiting the outcome of a formal complaint but it looks like I will have to go to the financial ombudsman over their handling of my case. Previously, Amex customer services were great but it appears this is no longer true.