American Express Reviews 

A lot of promised benefits, but it is take take take with fees and delays set up to trap you into fees. Watch out. Customer service is just rude AI driven. Far too quick to be human checked. I cancelled within 2 months.

I have recently been subjected to the know your customer policy by Amex . For three weeks my company have tried to upload the documents . On one card they succeeded but on the second despite ENDLESS attempts and hours on the help line the documents wouldn’t upload . It is a classic ‘ computer says no ‘ culture . Without notice and after 20 years they unceremoniously cancelled the card . Now they request even more documents using the same system to reapply . The service has been diabolical ,the ability to resolve the situation non existent . It is the most flawed , time consuming and frustrating experience we as a business have had to endure . I cannot imagine how damaging it is for their brand- but the computer says no so nobody cares . Watch this Goliath fall apart in front of your own eyes as clients are forced to leave as they cannot fulfill the paperwork requirements .

Awful. Used to be highly focused on customer service, now all bots and no customer service. An expensive card which can no longer claim to provide a superior service to justify the extra expense.

Unsure if those of us complaining are just bitter & twisted ?
Had BA Amex card for circa 35 years.
Took advantage of " my offers " ....Privilege Hotels spend £500 get £100 credit back on my card .
I'm intelligent, read T&C's , ticked up the offer, and booked £600 hotel ( Amex charged £18 transaction fee ) as bought in Hungarian forat. 6 weeks later no credit . Despite 2 calls , 1 email they've rejected this saying I didn't meet qualifying criteria .
Unsure whether it's AMEX or Preferred Hotels .....feel extremely let down & disillusioned with Amex.

Will use other credit cards in future ....£18 transaction fee ( most cards are FREE) and misleading me with inaccurate UNCLEAR information.

Received decision by email and no opportunity to reply as a a no reply email .

Arrogant , uncaring , misleading company with no understanding of the meaning customer service .

I'm a merchant that uses Amex for my clients, we have to fill in a KYC process periodically to be compliant. This was completed via DocuSign in June 2026 and we received and email to confirm this. Without warning (or any other communication) we discovered our account had been closed 3 months later due to not completing the KYC process !! despite having an email to the contrary. The customer service has been APPALLING , we have had the same contract for around 28 years (same ownership) Nobody will give me an explanation, no manager will contact me (I was told via email) and in the meantime I and my clients are massively inconvenienced. We then had to start again like a new customer applying for a new account proving who we were, getting a company family tree sign by a local notary, providing bank statements etc.
I feel Merchants who actually pay the fees to Amex that the customers benefits are paid from are not treated as "customers" we are just a tool for their operation.

Have been a card holder since 2014, never missed a payment, paid in full every month then had an email to say that my card would be suspended and my account closed because of an error they made when issuing my credit limit. At the same time they offered me a supplemental card for my husband, approved it, issued the card. Then told me it would not work.

Would not recommend nor use again.

What has happened to American Express? How can a "financial services" company take over 3 business days to recognize a payment which has been paid to an account? What was once considered a premium brand has devolved into a less than basic service.

After 2 decades as a customer, I just closed my account because 2 seperate merchants mis-sold me goods, and American Express is siding with them.
This is the case even after talking to their customer service and showing clear pictures, emails, and receipts of how I am being mis-sold goods.

Oh dear…
Customer service levels have dropped/ are dropping.
Not sure what’s going on there but Amex UK used to be so good.
Front line staff get things wrong (even when you quote what’s on their website, they disagree).
They also make incorrect and illogical statements.
However, their complaints team are very good. Hence the 2* rating overall. This team needs to be good to sort out the mess made initially.
Knowledge gap training needed for those answering the phone.

Been with American Express for 35 years and have seen their customer service slowly deteriorate. I detest having to speak to a robot when I call. Their website's a mess and even a simple thing like moving reward points to an airline frequent flier programme is laborious. The business gold card is 195 quid, so you'd think that gets you something extra? Well, it doesn't get you anything. Whatever advantage Amex once had, they've lost it.

Continued dissatisfaction with AMEX.
Had a dispute running for 9 months. Dispute rejected at least 15 times by the disputes department that seem to use a "pigeon English" dialect and fail to interpret the situation correctly. Head office support them fully. Not worth using the card when they can't resolve a simple matter of goods or service received "not as described". I should have phoned the agent who are in the Netherlands when the service was provided in Australia where I had no phone or Internet package. Along with a eleven hour time gap these conditions were absurd yet they stick by them. Utter shambles of a company

Pointless. Don't use the credit card, the rewards are not good enough and they do not protect the consumer only their merchants. Criminally fraudulent behaviour

I am extremely disappointed with the way American Express handled my dispute concerning a Morrisons transaction.

I had already tried repeatedly to resolve the matter with Morrisons and then raised a dispute with American Express because goods I had paid for were not received.

When I contacted American Express by chat, I was told that the dispute had been closed. I explained that I have a mental health disability and that the continued discussion was causing me significant stress. I asked for the matter to be treated as a dispute and for the amount due to be credited.

I did not feel that I was being listened to or that my concerns were being properly addressed. I became so stressed that I had to end the chat and log off.

Appalling company and customer services. The points aren't even worth it.

Points are useless.
Company useless.

I've cancelled.

Had an Amex card since 1978 (before many of you were born). Spend a few thousand dollars a month and am the classic customer. Was flying to Greece with my wife and they would not let my wife into the lounge with me. Then they increased the fees on my Platinum card to $950 and when I called to ask what is going on they told me I spend less than $100K per year so they don't care. I cancelled my platinum card.

Their service went downhill.
Used to be quick, reliable and compassionate.
Now I feel like i and speaking with bots who just repeats the "companies policies"

I was AmEx cardholder from 2004, always paying on time by direct debit. AmEx kept offering to increase my credit limit. Then this month my card suddenly stopped working. After contacting their customer service I learned that they closed my account without any notice. AmEx was not able to explain the reason for closing, only mentioning misterious "internal processes". Their agents contradict each other and can't explain anything, admitting that they do not have this information. A terrible way to operate a consumer business and treat a loyal customer. I filed a complaint and GDPR request, and will complain to the Financial Ombudsman.

I have been an American Express customer for around 15 years, and I am genuinely appalled by the way I have been treated.

In September, my account was suddenly suspended without me even being aware it had happened. I then discovered that American Express intended to close the account because of an issue relating to my credit limit.

The explanation I was given was that there had been errors within American Express’s systems. They had apparently corrected those errors and, after doing so, decided that the credit limit they had previously given me was wrong.

What makes this even more frustrating is that I never asked American Express to increase my credit limit in the first place. The limit was set by American Express, not requested by me.

If American Express later discovered that its own systems had made an error and that my £20,000 limit should have been lower, then simply reduce the limit.

Why suspend the entire account and close a relationship with a customer who has been with you for around 15 years?

My credit history is excellent. My income is strong. I have a £20,000 credit limit, yet I rarely have more than around £5,000–£6,000 outstanding at any one time, and I regularly clear the balance before the monthly payment is even due.

Since May alone, I have spent more than £15,000 through American Express and paid it back properly. I have already earned my Companion Voucher, I have referred friends and family to American Express, and I have been a loyal customer for approximately 15 years.

As soon as I found out the account had been suspended, I offered to provide proof of income, bank statements and anything else American Express needed to review my position properly.

Since then, I have called repeatedly trying to get someone to deal with the issue. I was told I should receive an answer within three working days.

It has now been nearly three weeks.

I am still waiting.

Despite numerous calls, repeated offers to provide financial information and constant attempts to get the matter reviewed, I still have no proper explanation and no meaningful resolution.

That is what I find most unacceptable. American Express suspended the account without me even realising, then left me chasing them for weeks afterwards.

I also know family members and friends who earn considerably less than I do and whose overall financial position is not as strong as mine, yet their American Express accounts remain unaffected.

I have also seen reports from other American Express customers describing very similar situations involving historic credit-limit errors and accounts being suspended.

If the problem originated from an error in American Express’s own systems, I cannot understand why the customer is the one who suffers the consequences.

I did not request the credit-limit increase. American Express set the limit themselves.

Correct the error. Reduce the credit limit if necessary. Ask for updated financial information if required.

Instead, my account was suspended, I was told it would be closed, and I have now spent nearly three weeks chasing for answers.

After around 15 years as a customer, spending significant amounts through the card, paying it properly, referring other customers and maintaining an excellent financial position, I expected considerably better.

American Express used to have some of the best customer service I had experienced.

This experience has completely changed my opinion.

Not surprised Amex has this no points. It’s a very horrible company I have ever been with. I paid my bill about 5 days before the direct debit due date and they still took the money from my account. Now that is not too bad as most companies will just refund you . Went through this horrible process with them and when they finally agreed to pay back I waited about 10days then received a letter from them to send them the statement from the account I paid the money from and the account they took the money from. Have you heard of that before? Very strange, I made copies and send it to them and after another ten days they sent me another letter saying they cannot confirm the account, though everything was showing. Rung them, went through the whole lot, they apologised but still didn’t refund. I went on holiday and spent the money and they charged me for spending my own money. Text them and they started the foolish process again. They are Horrible, Silly, stupid company. I am done with them .

Getting a positive balance refunded from Amex UK is an absolute nightmare. Despite making every single payment from my verified bank account, they make it ridiculously difficult to transfer my own money back. The customer service is atrocious, and the complete lack of email support leaves you running in circles. It feels like deliberate friction to keep hold of your funds.