American Express Services Europe Limited

Amex cancelled my friend's card after I paid off their balance rather than the nominal sum coming from an account in the cardholder's name. They demanded an explanation as to why a third part had sent the payment that they readily accepted. The FCA upheld my complaint, but the point here is that the customer service was poor and the rationale wholly absent. Rival cards give better rates and are accepted more widely.
Apr 26th, 2023

They cancelled my card for no reason 2 weeks after I opened it. Worst credit card company.
Mar 12th, 2023

I am extremely disappointed with American Express's customer service. They promised to deliver my statements to me by post within 5-7 working days, but it's been three weeks and I still haven't received anything. When I contacted their customer support, they were unhelpful and gave me vague and unconvincing assurances that my statements would arrive soon. This delay has caused me a lot of inconvenience and unnecessary stress. I have been a loyal customer of American Express for the last 2 decades, but after this experience, I am seriously reconsidering whether their customer service is more robotic than it is genuine - don't get me wrong, they did have good customer service which is why I bothered staying but now with this scripted response when they failed on something so simple - it begs the question.
Mar 9th, 2023

Had a very bad recent experience unfortunately. Have been a loyal customer with Amex since 2013 with with my Gold Card and decent transactions volumes (and value) on a monthly basis. Was really a great journey until I decided to upgrade and switch to their Platinum card in November 2022 which comes at hefty ~600 p.a. cost. I decided to retain my old gold card as well nevertheless. However, found out that the amount and quality of benefits under the platinum card is by far more inferior to my old gold one. In a nutshell, I have ~70 attractive offers under the old gold card, including very nice deals with premium hotels, vendors (e.g. Four Seasons, Valentino boutiques, etc). but only 15 under my new platinum card - all of which are low quality (e.g. offer for a tiny discount at Krispy Kreme). Quite shocking for a 10 year loyal customer who trusted the Company and decided to upgrade to their more premium product and accept higher cost I need to say! Especially vis-a-vis their multi-year marketing campaign of platinum membership being creame-a-la-creame! Nevertheless, I called the support service in November and was told that it will take a bit of time - not more than 60 days - for all the offers from my old card to be transferred to a new one. "Ok" I thought. Nothing has changed - called them back in January - now their (in-) famous and heavily advertised "Concierge" service tried to tell me that the card is new (which is trues) and I need to "earn the right" for all these benefits. Obviously I told them that I was their customer since 2013 under the gold card and moreover, "Member since 2013" is something which they printed themselves on my new card! And that I can not see any reasons why it should be treated as me being a new customer. The member of the support team acknowledged it and told me it will be fully resolved in 10 business days and that I should call back if it's not. "Fine" I thought. Called their (in-) famous and heavily advertised "Concierge" service today just to go through the same arguments again. Finally manged to be transferred to Senior Supervisor who started straight away saying that it's not possible, repeating all these arguments I heard earlier and she was often interrupting me. I asked her eventually several simple questions and got the following answers: 1) Q: Why are you telling me that it's not possible now when I have have been paying for the new card already 3 months and AFTER two of your colleagues told me it will be resolved since November? A: I do not know. But I appreciate that you as a customer have a valid point. 2) Q: Why then it's not possible to "override" any technical / IT constraints and transfer the offers from old card to a new one? A: It works "differently". [when I asked how differently - she was not able to answer] 3) Q: But do you understand that your argument that "I had better offers because I was with Amex for 10 years" does not hold because I'm STILL YOUR CUSTOMER AND MEMBER SINCE 2013 AND THAT'S WHAT YOU WROTE ON MY NEW PLATINUM CARD YOURSELF?! A: "....." 4) Q: Finally I asked could I please speak to your relevant IT/ FinTech / any other relevant department representative and ask them to fix it? A: No we can not do that. Someone will call you in the next 5-7 days "but most likely he will repeat what I told you" To re-iterated again: 1) Their loyal customer for 10 years with perfect credit story... 2) ... who ...always closed all the outstanding balances down to zero in the end of each of the last 120 months.... 3) ... finally [by delusion] impressed by their service... 4) ... decided to switch to their more premium product and bear associated costs (while retaining the previous product)... 5) .... IS GETTING TREATED LIKE THAT :-( Brilliant! Not sure Why Fortune selected Amex last week as Top 10 most admired companies in the world.
Jan 17th, 2023

I received a good credit from American express. A charge was added which they agreed was not my fault and said they would remove it, but didn't. This affected my credit rating, they then without warning, reduced my credit to my balance which again affected my credit rating, as it looked Las though I had reached my limit, which was false information. All my payments were made on time, I was appalled at the treatment I received. Don't trust them.
Dec 29th, 2022