American Express Services Europe Limited - London

Jimmy Cinquemani

Worst customer service experience. Zero buyer protection provided, and the process of disputing a charge is useless, Amex are not on your side unlike every other card provider (Visa/Mastercard). After the shambolic dispute process I had to call numerous times over a 6 month period about the same issue. When I complained about the service I received their own internal complaints department found no issue with their handling of the issue. This company is a joke I’ve spent over 100k through them and I was treated like a piece of dirt. Shocking. Wouldn’t recommend them for anything. The rewards have also become a joke the last couple of years.

Dan Tran

AMEX UK Sucks. I should’ve just kept my AMEX US Platinum. I completely regret switching to the UK platinum.

Shyann Seet

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.

Daniel Brookes

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.

Osman Mustafaev

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.

Andreas Siglreithmaier

Update 19.06.2022: Rating reduced to 1-star since for 2 weeks no response and account still looked. Awful customer-service.

Bad customer service experience until Nicolas (customer support) tried to fix it.

First of all their voice menu is the total opposite of quality customer service and second the estimate waiting timeframe given by this system is just random. My experience is that it takes 4 times longer until you are connected to an agent.

My AMEX card came with a Priority Pass but AMEX and Priority Pass are simply uncoordinated. The customer needs to coordinate both companies since they are unable to transmit information correctly between each other.

Only when Nicolas stepped in, my issue seems to come to a positive end.

Alexey Pinchuk

I'm highly disappointed that you don't have an agreement with Curve yet. It's been 4 years already. Come on guys!

You think they can damage your business, but it will be the opposite. So many potential customers are waiting for this integration to happen to use Amex everywhere in the world without limitations.

Paul Steed

What has happened Amex? Where has it all gone so very wrong?
You used to be a name the stood for Efficiency and Customer Service, but that appears to be a thing of the past.
I've been an Amex customer for about 7-8 years now and I pay £250 a year for the privilege. I used to be more than happy with the service. I ALWAYS pay my full balance off every month.
A couple of months back I contacted them to let them know a payment was going through, which was near to my £11000 credit limit. At the time I informed them that I needed to make a payment for MORE than my credit limit and would it be possible to have a temporary increase for one month. I was told that if I paid the £10.5k off in full, it shouldn't be a problem. I paid it, as usual, and phoned them back. I told them that I would leave that card at zero ready for the large payment, which I did. 10 days before the payment was due, I phoned again to make sure the temporary increase was OK. “Computer says NO”, was the response.
After twice telling me that it shouldn't be a problem, they let me down. If they'd have told me the truth from the outset, I'd have dealt with it a different way. It caused me no end of stress and aggravation to get around and I'm paying for this service.
I've NEVER let them down, but they've certainly let me down.
I complained, to which they simply stated, that they had complied with their T&Cs.
I've now have additional stress of requesting FoI copies of the phone tapes, which I've done, to refer the matter to the Ombudsman. Disgusted with the Customer Service.