American Express Reviews 

I am writing this after 33 years of continuous American Express Platinum Card membership, and with what I conservatively estimate to be over £1 million of lifetime spend put through Amex over that period.
That context matters, because what follows is not about entitlement. It is about proportionality, judgement, and basic human handling.
I paid late on my account twice in close succession due to a temporary cashflow issue caused by a client paying me late. This was explained clearly. One payment was still made before the hard cut-off. Last month I received a modest £12 late fee and my card remained usable.
This month, without warning, my card was suspended outright until full payment was made.
To be absolutely clear:
This action is not required by UK regulation. It is a discretionary policy decision by American Express. That decision could have been reviewed by a human being. It was not.
What followed was 55 minutes on chat, speaking to three different Amex representatives, none of whom showed any empathy, ownership, or discretion. The experience was entirely procedural: scripted responses, no acknowledgement of tenure or history, and no attempt to apply judgement. The tone was essentially: computer says no.
This is where American Express has lost its way.
A brand that markets itself on premium service, trust, and loyalty chose to:
• apply an automated risk trigger,
• suspend a long-standing Platinum customer,
• and hide behind process rather than conversation.
There was no attempt to distinguish between:
• a long-term, historically high-value customer with a temporary issue, and
• a genuine credit risk.
That is not “risk management”. It is lazy automation.
After three decades of loyalty, the message was unmistakable:
your history doesn’t matter.
If this is how American Express treats a 33-year customer, it raises serious questions about how it treats anyone.
Once payment is made, I will be cancelling my account. I will also be leaving this review on multiple platforms, because this is not a one-off inconvenience — it is a systemic failure of judgement and customer care.
I also intend to write directly to Sanjay Gupta, President Europe and CEO of American Express UK, because senior leadership should be aware that loyalty at Amex now appears to be a marketing slogan rather than a lived value.
This could have been handled with a five-minute human conversation. Instead, American Express chose rigidity over reason.
For a premium brand, that is not just disappointing — it is reputationally damaging.

Needed to do a simple change of bank details for the direct debit, which is a relatively simple process with UK banks. Not with American Express.

What should take a couple of minutes turns into a long drawn out process with American Express of completing a new direct debit mandate, taking a screenshot of the new bank account and sending that.

Took minutes to change d/d bank details on the four UK banks that I also amended. Why can't American Express do that instead of the hurdle after hurdle they place?

Will only use this credit card in an absolute emergency. Very poor customer experience.

Misleading

I've been a member for ages, out of the blue my additional card holder gets an email - suspicious as she has just had a replacement card. The email looks like a scam - I check and it isn't - absolutely crass of amex to use this dumb approach. I can't think what their fraud department is thinking (or not thinking).
I cancelled all the additional cards

This company are a joke
I went on the app first time in 3 weeks only to find my account saying I was over due turns out it was time for the yearly subscription fee yet I didn’t receive an email not on the app 3 weeks ago
Phoned only to be told it was my fault no apology I then asked for the account to be closed as I never used the card only to be told id still have to pay the fee but on closing the account id get most of it back!!
Just to today for the second time to day am waiting on the phone for over an hour each time as I am writing this still no answer
Once this is sorted and it will be I will never used this company again

⭐ Review for American Express

Very disappointed. I was offered 12 months interest-free, but this was not honoured.

I used my card based on the clear promise of 12 months interest-free. I paid the amounts they showed me, believing no interest would be added.

Later I discovered extra charges and more money added to my balance. This feels misleading and unfair. I would never have used the card this way if I had known this would happen.

Please be very careful and check everything in writing before trusting any “interest-free” offer.

I was given a credit card with £5000 limit. After using this card for like 3 months, without defaulting and using my credit well. I made a transaction on 31st December 2025, the transaction was denied claiming it's a fraudulent activity. I called to confirm it was me and I was told that the transaction will be approved if I try again. I tried again but to my surprise I was told my credit limit has been reduced from £5000 to £2400 with immediate effect. I was shocked because what's the essence of offering a credit card if I can't use it. Despite having a good payment record, this has affected my credit score. I can't advice anyone to use this credit facility.

I should've read their reviews before accepting their card. The worst credit card company ever. I paid of my statement balance on the 17th December and on the 19th December they took the same amount. When I called the customer service, the one I spoke with advised me to contact my bank to retrieve it which I did only for Amex to charge me £12 for the return. They again took the same amount from my account on the 29th December making it 3 times and pushing my current account into an overdraft. I had sleepless nights about this and had to call at midnight on 30th December. I spoke with one Mark who promised to return back the fee but was insisting that no direct debit was taken again. I wonder how long they'll continue holding onto my overdraft money.

I have been enjoying using my Amex Gold credit card for the last 9 years. However since September 2025, i have incurred monthly charges from a vendor I do not recognise or know how to contact to query the charge. I raised this issue with Amex but they said they cannot refund the amount. I requested for a new credit card to replace the old one, perhaps that could solve the issue. I spoke with one of their customer care agents on 31/12/2025 at 17.30pm who was very rude and when I asked for a number of solutions, she said best to cancel the credit card. I am very displeased and Amex needs to improve in solving customer complaints on unknown charges on credit cards.

Awful customer service.  They are terrible and unhelpful. This is not an appropriate customer service. They fail to assist during times of emergency when payments cannot be made due to illness or simply because the phone is not working. To fix a phone takes many days.  They are not accepting payments from Chase Bank, claiming it is not registered in the UK, despite the bank operating in the UK. They never uphold any complaints and fail to assist with the law requiring them to do so. They do not treat cilents fairy. Emergencies happen, such as sickness or other issues preventing access to bank accounts that makes payment on time impossible. They fail to respect this and make no adjustments. In my case, despite me paying on time for many years, they failed to agree to waive late payment fees and even said they would report late payment to credit agencies. They have no email communication for making complaints. So, impossible to have easy communication via email with the complaints team. The worst firm to deal with when making complaints. They would only call, which I do not want. In order to have a full record of communication, I require written electronic communication, which they are unable to execute. They only send an email to which I cannot respond!

I was wrongfully charged on many occassions and they never approved my chargeback claim. I managed to resolve this myself with the company that charged me and received a refund. I do not recommend using American Express. Try to avoid them at all costs. They will never uphold any complaint; they are lying and manipulating. I did not receive the welcome cashback offer because they blocked my card and spent many weeks processing the check of my bank statements. I made a complaint about it, and even this was not positive, and they denied it. One card was canceled by them while I was waiting for them to verify my bank statement, which took many months for them to process. I made complaints about it, and they failed to fix this! Before they verified the account, the cashback offer also expired. I found out it was activated only when I received a letter that they cancelled my card due to not using it. I was not using both of the cards because for many months they appeared as inactive in the system, only to be cancelled at the end. One card was not cancelled, but the cashback offer already expired.
They treat customers in a very unhelpful, rude manner.

I signed up for the American Express Gold Card in January 2025 because there was an offer to receive 35000 bonus points if £3k was spent within 3 months. I complied with the terms but Amex did not credit me with the points.

Do not use this company. They messed up my Direct Debit for three months. I decided that I did not need such an incompetant company in my life. I cancelled my card and in the heat of the moment just said yest to everything they read out. They did not say - we will not pay your your cash back. Although they read a statement that meant the same thing. It was not worded stongly enough to make me ask for the cash back first and no-one took account of how upset I was at the time with how they had not dealt with my Direct Debit. They are sharks.

Awful- couldn't be worse. Will be be closing my account.

Run as far away from them as possible. Horrible customer service, misleading app, and no accountability.

I had an Amex credit card. I decided to set up a direct debit so I didn't have to worry about the due date. In their app the latest statement was telling me that the payment had been scheduled (via direct debit).

However, that was not true and 5 days later I got their email saying I didn't pay my balance. I contacted customer services and they said I set up the direct debit after the balance was closed, so I should have paid that balance myself. I mentioned that the app was clearly showing that very same balance as "scheduled for payment" (via DD). How was I supposed to know I should pay it when the app said I shouldn't?

Well it didn't matter because they said it was my fault, my responsibility and the £50 interest was due and should be paid.

I paid off everything and cancelled the card and I don't recommend anyone to have one. Not accepted in many places, horrible customer services, misleading information and... I cannot stress enough, horrible customer service!!!

Broken company who I intend to now leave due to poor customer service. I’ve had Amex cards for about 20 years, initially a corporate one when I traveled internationally for work, then since 2015 a private platinum card. I’m currently seeking resolution to an error one of their online agents (a human) made in guiding me to allow a friend to deposit their share of a joint purchase directly into my card account. When the £130 didn’t turn up I called them and was told by an honestly arrogant sounding agent that this is not allowed. I explained that I had been supported with information to do it! They offered no solution so I raised a complaint. In the first 3 days afterwards I called and gave more information about the 3rd party payment for them to find it. 3 weeks later I have been sent an email to say we uphold your complaint & have now raised a missing payment case - this is ridiculous that it’s only been done now. To be fair to the complaints handler they gave me the impression that my complaint was only assigned to them after 3 weeks! The point is that had Amex dealt with my complaint more promptly there would be a better chance of the missing payment being identified. In addition when I called today & spoke to the handler they could not tell me how long the process to identify the missing payment would take and what they will do with it if they find it - will they send it back to my friends bank or apply it to my account? I had to pay the statement that the £130 relates to 2 weeks ago. Compared to my bank First Direct who are rock stars in customer service Amex are a disgrace. They don’t deserve to be in business. Due to this experience, the frequently arrogant and patronising staff (not today’s complaint handler- she was pleasant and understanding), repeated instances of being given conflicting information and fact that so many retailers don’t accept Amex the card has lost its place in my wallet/iPhone wallet. Oh and I just noticed they now have a shorter payment timeline than my Visa card. I suggest to avoid Amex. The cash back, points etc are not worth it.

Long call waiting times.
Called a few times today and wasted well over an hour on hold.
Additionally their retail offers are so bad. No relevance or personalised to my card usage which they should know.
Will be switching elsewhere.
Ranjit Mander
Maidenhead.

Call in on 18-12 Dec, spoke to this Csv name HERVIN, not only he was Rude but he talk & act like a LOAN SHARK, Unbelievable! Call in again and , spoke to KOVAN, Goodness, another No Manners Csv .

Set a direct debit up on the 9th November. They didn’t take payment on the 2nd December and then charged me £180 interest.

Spoke to two agents and no apology, they just direct me to the finance ombudsman.

Won’t use again

Refusing to help with a chargeback claim. Terrible customer service and no support. Considering canceling my card.

appalling customer service.
No response to application leaving me to frequently have to make telephone contact.
I hasten to add, this is a thriving business with a turnover of more than £3M. Ames business too big to care.
There are better credit card services out there.