American Express Reviews 

What an awful organisation Amex UK is - 48 years a member with them and they kick me out as I did not, by just a few days, get the not-fit-for-purpose KYC form back to them - a form that asks what you do - I enter retired - move to next page and the question is 'in what type of work do you do' - Ive already said 'RETIRED' so I cant move on to the next on-line question - I try calling to speak to a representative for help during normal office hours - you die of old age waiting to speak to someone so gave up on several occasions - eventually got a rep around midnight who said he couldn't help me as he was just a night watchman but he would enter my issues on my file and someone would be in touch - nobody was so after 48 years they send me a letter saying my membership has been terminated - absolutely no concern about perhaps at my age, a lot of modern IT has passed me by - my advice: STEAR CLEAR OF THE USELESS CLOWNS.

I filed a dispute with AMEX and it took them 2 months to get back to me and tell me there is nothing they can do because they couldn't find the information I sent them regarding my dispute. I explained to them it was in the previous email I sent and once they managed to find it, it then took them an additional month to tell me they are still unable to help me. Extremely poor customer service

Customer service is shocking with generic answers and nothing account specific. Never give rewards as promised or advertised. Takes months to resolve issues and passed from pillar to post . Then puts a stop on the card when you try to use it , as you are supposedly spending more than normal!!!!! Not anywhere near your account limits . Absolutely the worst card provider and definitely the worst value for money .

American Express has become a complete joke. What used to represent strong credit and financial flexibility now feels entirely misleading.

My business has held an American Express Platinum card for years, paying the £650 annual fee without fail. We have an excellent credit history, both with American Express and other providers, and have always made payments on time. The main selling point of the Platinum card is that it supposedly has no preset spending limit, giving you flexibility when you need it.

However, after not using the card for some time, I made a relatively small purchase of around £800. Immediately, I was bombarded with emails and text messages warning that if I didn’t make a payment right away, future transactions would be declined.

When I contacted customer service via chat and phone, the experience was even more frustrating. The representatives I spoke with, Rachel and a senior staff member called JR, seemed to have no clear understanding of the situation or why this was so disappointing.

It is unacceptable to pay such a high annual fee for a “premium” card that turns out to be unreliable and restrictive. Despite claiming there is no preset limit, they effectively impose one based on usage—yet refuse to clearly disclose what that limit is.

So in reality, you can hold the card for years, continue paying the £650 annual fee on time, and yet be left with a spending limit of effectively £0 simply because you haven’t used it regularly. That is what they call “flexibility.”

This completely defeats the purpose of having a Platinum card. For a long-standing, loyal customer with a perfect payment history, this experience is both disappointing and infuriating.

Get AMEX card if you want to experience finance as if it was the 00s. If youre used to modern UK banking apps AMEXs is an absolute joke. They make it hard to setup direct debit requiring extra forms, high fx fees, cant see cc information in app, payment due notification not enabled by default, even the card pic is blurry. You must be getting some epic rewards if you put up with this backwards CC service, is it really worth it?

I attempted to make a payment and unexpectedly received a notification stating that my credit limit had been reduced by 60%. This is entirely unacceptable and inconvenient, as it renders the card unusable precisely when needed.

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.

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.