American Express Reviews 

​I have been a loyal Amex customer for many years, with a credit limit of over £17,000, a flawless payment history, and always pay my balance in full every month.
​Recently, I attempted to make a £10,000 jewelry purchase as a gift. Even though I had the cash in my bank account, I chose my Amex for the purchase protection and to utilize my credit limit. The transaction declined three times, and the following day my account was suspended pending a "financial review."
​When I called customer service, I was told it was flagged simply because of the £10k transaction. When I asked why a £17,000 credit limit exists if you aren't allowed to spend £10,000 of it—especially with a perfect payment record—they could not give a logical answer. Now they are demanding 3 months of bank statements just to decide if I can keep my account.
​What is the point of offering a high credit limit if you freeze your account for actually using it within your limit? Extremely disappointed.

Superb 5* service. Having had an Amex card for a very long time I still find their advisors to be exceptional. They listen, take ownership of any problem I have, and advise.Thank you Amex one of a kind

Joining a long list of poor reviews. By the looks of it, they don’t seem to care. I had reapplied for a card but my application was declined within 10 seconds of submitting it. Turns out 2 x £24 EE per month late payments triggered there system and despite trying to explain that to some rude lady on the phone, they refused to even engage. Sad thing (for Amex) is that if they had bothered to check, they’d found zero debt and zero credit outstanding + the fact that I was a long time platinum customers of theirs for years. When your brand and business is as fragile as Amex, you ought to be more careful with pushing new customers away like this.

I have been an American Express customer for two years, while my husband has been a customer for almost ten years. We have always regarded Amex as a company offering premium service, which makes this experience even more disappointing.

In September, following a balance transfer from another credit card, Amex also collected the same outstanding balance through Direct Debit, leaving me with a substantial amount of money effectively paid twice.

This happened just three days before our wedding, when we still had significant payments to make to our venue and suppliers. I suddenly found myself without access to a substantial amount of money and was forced to borrow funds that had been set aside for other purposes.

I immediately contacted Amex, explaining the urgency of the situation and the financial pressure this had put us under. Despite knowing our circumstances, I was reassured that the money would be returned within days.

That promise was never fulfilled.

Over the following weeks, I repeatedly contacted customer service, only to receive conflicting information, further assurances and new refund deadlines that were not respected.

What is particularly frustrating is that Amex representatives confirmed the money was visible in their internal system, yet I was unable to access it or obtain a clear explanation of when it would actually be returned.

More than a month later, I am still waiting for my money.

I understand that administrative issues can happen, but what I find unacceptable is the lack of clear communication, accountability and urgency, especially after explaining the financial difficulties this situation had caused.

Given our history with American Express, we expected considerably better from a company that prides itself on providing premium service.

Extremely disappointing. Trust is difficult to build and very easy to lose.

After 40+ years of card membership, one day I got a message on my phone to say that my card had been removed from Apple Pay? I contacted Amex who said my card was cancelled to protect me, as I hadn’t used the card for a year. I was travelling and had little use for a GBP card. I asked why Amex had not contacted me to say my card was about to be cancelled? They said they had printed a message on my statement?? the online statement with a zero balance on a temporarily dormant account that I’m unlikely to ever see. They could have sent me an email, they could have called me, sent me a text message, written to me, sent me a push message in the app, but no, they put a message on a statement that I won’t see! They made no realistic attempt to contact me. The Amex lady said I could re-apply. No thanks, why should I? I will in fact be cancelling my cards in other jurisdictions too. I cannot trust Amex any longer. I have to question the competency of the people running this company.

After ten years as an American Express customer, I was informed in August 2026 that my account would be suspended and closed because Amex had discovered that one or more historic credit-limit increases had not been assessed correctly.

The last increase occurred over six years ago, in July 2020. I have never defaulted on the account and have made numerous substantial repayments, regularly clearing the entire balance.

Amex conducted what it described as a “thorough review” of my account in August 2024, yet apparently failed to identify the alleged error. Even more bizarrely, Amex issued a replacement card just 19 days before announcing the closure.

I have submitted a formal complaint requesting an explanation of what went wrong and why it has taken so many years to identify the problem. That investigation remains ongoing.

Having now seen other customers reporting almost identical experiences, it would appear that this may be a wider issue involving historic credit-limit assessments.

Very disappointing treatment of a longstanding customer, particularly when Amex itself acknowledges that the closure is due to its error not anything I have done wrong.

I GOT A LETTER SAYING MY CARD IS GOING TO BE CANCELLED COS I HAVEN'T USE THE CARD SO I EXPLAINED I LOST MY MUM AND WAS TAKING CARE OF THAT BUT THEY STILL BLOCKED MY CARD AND I DONT OWE MONEY ON IT TERRIBLE CUSTOMER SERVICE KEEP AWAY FROM THIS BUSINESS

I have been a customer of American Express in the UK for over 10 years when I abruptly received this unforgiving email.

"Dear MR XXX,

Following a recent review, we're sorry to inform you that your Account will be suspended and subsequently closed.

We're writing to let you know about an issue we've identified regarding how your credit limit was previously set on your American Express Account. We've conducted an updated review of your credit limit, and as a result we have decided to suspend and close your Account.

Please read on for more information about this issue and how we can support you.

What happened

We've identified that when we increased your credit limit in the past, your new limit was not assessed correctly. We have since corrected this decision.

Decision to suspend and close your Account

We've carried out an updated review of your credit limit based on the information we have on file and the balance on your Account. The outcome of this review is that we are no longer able to offer credit to you. As a result, we've taken the decision to suspend and close your Account.

This communication serves as notice that your Account will be closed on Wednesday, November 04, 2026.

We will suspend your Account on Monday, September 07, 2026. Once your Account is suspended, you will no longer be able to use any Cards or your Account for future transactions. Your Account will remain suspended until it is closed. Please make alternative arrangements for any payments you currently make using your Account by Monday, September 07, 2026.

We will not report any negative information to your credit file as a result of suspending or closing your Account.

We apologise for the inconvenience this decision may cause to you."

This is absolutely shocking. As stated earlier, I have had my account for 10+ years and have always had a large credit limit. Here's the important parts;
1. I haven't ever missed a payment
2. I have always paid off my entire balance every month; not the minimum payment or fixed amount
3. My credit file is exemplary. I check this every month as standard against the three main credit reference agencies

I phoned American Express to state my complete disappointment with their decision to close my account. I'm extremely lucky to have spoken with a real person. They couldn't offer me any additional information, other than decisions are now made by robots and not the human species! Shame on you American Express! I never, ever want to be associated with this company again. Judging by the abysmal reviews, I'm not the only one! Disgusting!

I disputed two charges over 10 years - awful customer service. Used to be so good.

The most boomer and overrated card on the planet. It’s all marketing and designed for weak willed egotistical donuts. After spending thousands on this the only thing i got was a shiny card and a free lounge meal when travelling. The meals are the worse I would rather eat McDonald’s. Avoid and do not be a fool like i was. Wake up and get Revolut account instead!

Absolutely shocking customer service, and they quote we have got your back.

Being a UK Platinum cardholder used to feel overall a beneficial experience, but no longer. No longer human agents to answer queries; when one does finally get to speak with one they make promises they do not keep and fail to resolve them. Resorted to filing a complaint about my (fairly straightforward) problem but even this was never resolved even after many months. So I've given up and signed up elsewhere.

Applied for a second card for my wife. Refused.

Reason: her full legal name is Maria da Conceição Machado da Cunha. Her bank statement shortens it to Maria Cunha. Same bank. Same account. Opened with her passport. Never an issue in years of use.

American Express accepts only a bank statement as proof of address — then rejects it because the bank abbreviates a name it has always accepted.

So Amex demands a document, then refuses the only document it accepts. My wife's identity is not in question. Her address is not in question. The bank's naming convention is.

Nothing was flagged as fraudulent. Nothing was missing. The application failed on a formatting difference between two institutions that both verified her identity.

If a passport opened the bank account, a passport should satisfy Amex. It doesn't. The rule defeats its own purpose.

If Amex wants this fixed, reach out. Otherwise, this is what applying looks like: a legal name, a real bank, and a rejection for no reason a customer can act on.

Cancelled 2 cards (1 for personal use, the other for business expense) I have had for MANY years with 3 days notice as they found that THEY had raised the credit limit in error. Surely the solution would have been to lower it? I was never anywhere near the limit and paid the bills in full each month (so did not borrow money from them) Customer service do not wish to investigate ("we can't do anything"), i.e. are uninterested in customers so I was forced to raise a complaint to no avail. They are losing MORE business now as in retaliation - to show that actions have consequences - I cancelled the acceptance of AMEX cards in my business. Their loss

Booked an Airbnb for £2344.60 and due to some reasons it was cancelled. Airbnb released the fund after few minutes of cancellation but Amex took one week to reinstate the fund. Contacted customer service, Donna who was completely rubbish to reinstate the balance as I needed to book another accommodation asap. Amex is a complete joke in the UK. For my experience in last 2 years, Amex customer service has been declining to its lowest potential as it used to be. very lazy help support when needed

As bad as it can get! Can be used only in certain places and I have closed but they owe me £400 and is been 2 weeks since I closed it and they still haven’t refunded me so far! Talked to them numerous times and the keep saying that will process the refund and will be in 5-10 working days like 20 years ago!

STAY WELL AWAY

I got a second AMEX card, paid it off but the payment went onto the old card. This made my old card balance negative, and the new card balance was still positive. They said they CANT MOVE THE BALANCE ACROSS, I have to go through some long process to get it refunded directly. In the meantime WHILST THEY HAVE MY MONEY, they charge me interest?!? I appealed and they said nothing they can do. You are a payment processing company and you can’t move balance from one persons card to the other? A complete SCAM OF A POLICY. Even the Amex customer service has no idea, probably felt terrible for working for a scam company.

I submitted a jeweller’s assessment and photographs supporting my complaint that a diamond bracelet was not as described. Amex initially credited £131.22, then reversed it after the seller objected. The seller claimed photographic evidence was missing, although I had supplied it. Amex closed the dispute without giving me a chance to address this. After three months of chasing, I feel let down and have escalated my complaint to the Financial Ombudsman.

Be very careful with Amex terms and conditions.
After 13 years of paying statement balance in full, and the very month I payed for a cruise, I somehow fell short of £4.67 in a £6580 balance, they charged me £74+ interest with no goodwill . Bye bye American express !!
Reply from Amex had no compasion whatsoever, due £147 cashback when payable will cancel service for good.

AVOID WILL CHARGE U INTEREST FOR WRONG SETTINGS!