American Express: most-reported complaints
Automated analysis of 182 public Trustpilot reviews published 2025-11-28 to 2026-09-23. TrustScore 1.3 from 913 total reviews — see the Trustpilot page. Quick answer: is American Express legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 47% of the 170 complaints identified in the 182 reviews analyzed. Issues with the account or app were the second most common complaint at 22%, followed by reports of support being unreachable at 16%. Billing errors were cited in 13% of the complaints. The trend for unhelpful support and account problems is rising, while unreachable support is falling, and billing errors remain flat.
How to reach American Express
These are the contact details American Express publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, address Vesey Street 200, New York, 10080, US.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
1.3 → 1.3 across 11 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (0%, 0.0d) · 2026-08-20 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-28 (0%, 0.0d) · 2026-08-31 (0%, 0.0d) · 2026-09-03 (0%, 0.0d) · 2026-09-06 (0%, 0.0d) · 2026-09-09 (0%, 0.0d) · 2026-09-12 (0%, 0.0d) · 2026-09-24 (0%, 0.0d).
Severity: 48% of this company’s 170 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (173 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 1,039 decisions naming this firm, of which 26.5% were upheld in the customer’s favour (248 upheld, 27 partly upheld, 764 not upheld).
Covers decisions dated 2013-06-14 to 2026-08-04, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
Sector benchmark: support unhelpful makes up 47% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 219 of this company’s 913 Trustpilot reviews (24%) were written in the last 12 months.
What are the most common complaints about American Express?
Support unhelpful
80 reports · 47% of complaintsrising since 2026-07“It took 3 months, hours of complaints and a complaint to the ombudsman to resolve.”
3 readers marked this review helpful on Trustpilot.
“Despite this, my claim was dismissed and a refund was still refused.”
3 readers marked this review helpful on Trustpilot.
“The experience was entirely procedural: scripted responses, no acknowledgement of tenure or history”
3 readers marked this review helpful on Trustpilot.
Account/app problems
37 reports · 22% of complaintsrising since 2026-07“The experience was entirely procedural: scripted responses, no acknowledgement of tenure or history”
3 readers marked this review helpful on Trustpilot.
“my Card was completely blocked only three days after the original notification”
2 readers marked this review helpful on Trustpilot.
“you die of old age waiting to speak to someone so gave up on several occasions”
2 readers marked this review helpful on Trustpilot.
Support unreachable
27 reports · 16% of complaintsfalling“without any assistance whatsoever”
4 readers marked this review helpful on Trustpilot.
“American Express placed a CIFAS marker on my name without explanation and then made it impossible to contact them.”
3 readers marked this review helpful on Trustpilot.
“you die of old age waiting to speak to someone so gave up on several occasions”
2 readers marked this review helpful on Trustpilot.
Billing errors
22 reports · 13% of complaintssteady“Constantly changing credit card payment deadlines to extort charges for late payments.”
2 readers marked this review helpful on Trustpilot.
“they apologised but still didn’t refund”
1 reader marked this review helpful on Trustpilot.
“After a wait of over 6 weeks and numerous calls later they wrote that this company , namely blissbury.co has written to them”
1 reader marked this review helpful on Trustpilot.
Misleading pricing
19 reports · 11% of complaintssteady“Misleading Cashback and Insurance.”
4 readers marked this review helpful on Trustpilot.
“feels entirely misleading”
2 readers marked this review helpful on Trustpilot.
“quietly signs you up for a recurring monthly subscription”
1 reader marked this review helpful on Trustpilot.
Overcharging
11 reports · 6% of complaintssteady“Amex charged us £323 interest!! 😡 we contacted the customer services on the chat and was told there was nothing they could do!”
2 readers marked this review helpful on Trustpilot.
“Never give rewards as promised or advertised.”
1 reader marked this review helpful on Trustpilot.
“they added a 50% increase on my rate? no notification nothing..”
1 reader marked this review helpful on Trustpilot.
Compare American Express with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.