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American Express Review + Feedback & Discussion

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Read 6 Customer Reviews for American Express.

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User-Submitted Reviews of American Express & Testimonials

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Darvin reviewer photoPosted by Darvin (2 weeks ago)

Deceptive Payment Page Makes It Feel Like You've Paid

The American Express payment page is deceptive. I keep wondering why is it so often (that's twice in six months now) that I did not pay on time even though I literally logged in before the due date and paid (or thought) I did. I never have this problem with any of my other credit cards with other banks. It especially riled me up that AMEX customer service won't refund the late fee. So I decided to get to the bottom of this.

So when I go to pay, I select the amount and payment date, and this is a big "Make a Payment" button. My other banks, for instance BarclayCard, will say "Review & Verify", so that your expectation is that there is a "Payment Preview" page.

That's red-flag number one. Then, on American Express' Payment Preview page, it literally looks like a Payment Confirmation page. So subconsciously you're like okay I'm done it's paid, but you have to hit another button that says "I Agree, Submit".

This is ridiculous and IMO is one way American Express way to sneakily charge customers late fees & interest. Sad, and it certainly rubs me, a long time customer, the wrong way. It has turned my opinion of the company very negative.

Here is the chat transcript with the AMEX CSR online:

Today Hi Darvin, we’ll use automated messages to chat with you and Customer Care Professionals are standing by. Please tell me in a few words how I can help you. Virtual Assistant - 3:13 PM

late fee You - 3:13 PM

Payments made on or after your due date could result in additional fees, finance charges, and an increase to your APR. Have you already been charged a late fee? Yes No Virtual Assistant - 3:13 PM

Yes You - 3:13 PM

To help avoid late payments in the future, you can set up AutoPay to have all or part of your bill paid automatically each month. Enroll in AutoPay Virtual Assistant - 3:13 PM

Do you still need help? Yes No Virtual Assistant - 3:13 PM

Yes You - 3:13 PM

While I'm connecting you, can you please specify the reason for your late payment? Virtual Assistant - 3:13 PM

Anj has joined the conversation

Hi- can you waive the late fee & interest charges? I had logged in to make a payment, but I don't know why it said I didn't, so I paid as soon as I found out. You - 3:14 PM

Hello Darvin. Thank you for sharing the reason for the late payment. I'll look into this for you. Please bear with me, and I'll be right with you in a bit. Also, to avoid a similar instance from occurring in the future, you can set up AutoPay for your account. Not only will this serve as a safeguard to avoid late payments, but it also allows you to stay in control of your account. To find out more and to set it up, you may visit: www.americanexpress.com/autopay Anj - 3:15 PM

Anj has left the conversation

Anj has joined the conversation

I think how the site shows "Make Payment" and after I click on it, I thought I had paid, but apparently there is another page where you have to click "I Agree, Submit". I have credit cards with other banks and they're not like that. When you hit "Make Payment" you don't have to hit another button on the next page. You - 3:17 PM

By the way, may I confirm if the late fee and interest charge you are referring to are from the Blue Cash Everyday Card? Anj - 3:17 PM

Yes You - 3:17 PM

Thank you. Please bear with me, and I'll be right with you in a bit.

Anj - 3:19 PM Thank you for waiting.

Upon review of the account, I was able to waive the interest charged as courtesy. And the adjustment will reflect within 24 to 48 hours on the account.

As for the late fee, we will not be able to waive it off this time as there are two waivers granted on the account from the past 12 months, and the threshold for waivers has been maxed out already. Anj - 3:23 PM

How do I file a complaint about how your payment page works? Because that is very deceptive as I mentioned. You - 3:24 PM

I click "Make a Payment" and I assume that I'm done, but you have to click "I agree" on another page You - 3:25 PM

I understand your feedback on the payment page. I have already reported this to our team. And here is the reference number: 45ee100**** Anj - 3:28 PM

Thanks- the "Review Payment Details" page should indicate very clearly that "You're NOT done yet" or something like that. It literally looks like a payment confirmation page You - 3:30 PM

This has been noted, Darvin. And we have notified our development team for the improvement of the page. Anj - 3:31 PM

Do you know how I can get a copy of this chat log? You - 3:31 PM

For your account's security, we will not be able to send out a copy of the chat. But you can always review the conversation once you re-open the chat box and scroll up. Anj - 3:33 PM

Bought: Blue Cash Everyday Card

Cons:
  • deceptive payment page
  • would not refund late fee
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    2 out of 2 people said 'YES'

    173200

    Posted by Tony Del Prete (1 decade ago)

    I was recently contacted via e-mail about my AMEX Blue card and, while I find the card very useful,I have a couple of issues with this correspondence.

    First, I did not initiate a call as the email indicated: "We were recently asked to update your phone number." Second, I did not request a change -- "We wanted to make sure this request was made by you." -- but, rather, was asked by the customer service rep to verify that what wason file was accurate.

    I appreciate all of the efforts to maintain a secure account, but I do not want to deal with questions that really shouldn't be asked, such as this email. It creates stress where there was none and takes time and effort to sort out something that I had nothing to do with in the first place.

    Perhaps AMEX can look into how these emails are generated rather than just sending form correspondence any time somebody asks to verify information. I would welcome a callback to discuss this further, but I need to get back to work.

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    1 person said 'YES'

    26340

    Posted by IForshay (1 decade ago)

    I have this card for my business and use it pretty often. I don't like the annual fee of the regular American Express Gold cards but still I wanted an AMEX card and this is the perfect fit. The odd thing is that recently they reduced my credit limit by quite a bit. I called them and they said it was because of too many recent inquiries. The weird thing is I didn't apply for any credit cards or anything else recently that would lead to that. Since the financial market is struggling big time, I wonder if it could be a lie in order to make you send in additional payments. Anyone else using American Express business cards have the same problem happen to them recently?

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    1 person said 'YES'

    12420

    Posted by Mike L. (1 decade ago)

    This card rocks. I just got a $20 statement the day after I spent 2 $40 transactions at Walmart. I have an AMEX personal card too and will be taking advantage of that promotion. If you don't know about it just google it and you'll find it- it expires in the middle of December. Also they were having some system problems so I was actually late by a day in paying for the card. But I called in and they told me that I had a 48 hour grace period which was a nice surprise. They would have charged finance charges but since I'm still on the 0% intro APR there was none. Yes! I most certainly recommend this card to other business owners.

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    15590

    Posted by Todd (1 decade ago)

    I'm disappointed in American Express. I got in on the 0% no interest for 15 months deal back in April of this year with a credit limit of $15000. Recently American Express lowered my credit limit to $6300, only about $300 above my balance. I have never been late with my payments with this card or any other credit card I have. In a letter they cited the reason as because of balances being too high, but that's an outright lie because my balances on all my cards are all way less than 50% of the credit. Their action effectively dropped my credit score from 740 to 700. Jerks- I bet they're doing this to make card holders pay more on their monthly because the company is in trouble. Isn't this illegal, BTW- lying to consumers about their credit?

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    14390

    Posted by James Robbins (1 decade ago)

    This is a good consumer card because often times there are promotions for American Express card holders. But the thing is if you don't need all the features of the Amex gold card, then you don't want to pay the annual fee. I had two of those Gold cards & ended up cancelling right before the year was up. This Blue card doesn't have an annual fee. Plus right now they have a 0% for 15 months (the deal I got).

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    2450

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